FAQ
Frequently Asked Questions (FAQ)
Welcome to the Brickilo FAQ page. Below you’ll find answers to common questions about orders, shipping, returns, and products.
1. Orders & Payments
Q: How can I place an order?
You can place your order directly through our website. Simply add your favorite items to the cart, proceed to checkout, and complete payment using our secure system.
Q: What payment methods do you accept?
We accept major credit and debit cards, PayPal, and other regional payment options depending on your location. But, the payment provider is PayPal and you will need a PayPal account.
Q: Can I cancel or change my order after placing it?
Orders can only be canceled or modified within 24 hours after purchase, provided they haven’t been shipped yet. Once a tracking number has been issued, we can’t make changes.
2. Shipping & Delivery
Q: Do you ship internationally?
Yes, Brickilo ships worldwide. Shipping times and costs vary depending on your location and the shipping method selected at checkout.
Q: How long does shipping take?
Most orders are processed within 1–2 business days.
Estimated delivery times:
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Standard Shipping: 7–12 business days
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Sea Shipping (selected regions): 20–30 business days
Q: How can I track my order?
Once your order has shipped, you’ll receive a tracking number via email. You can use it to follow your package on the courier’s website.
Q: My tracking hasn’t updated for a few days — is that normal?
Yes. Tracking may pause during customs clearance or when changing carriers. It usually resumes once the parcel reaches your country.
3. Finding Products & Designs
Q: How can I find a specific building block set on Brickilo?
If you’re looking for a set similar to a well-known brand’s design, try removing the first digit from that brand’s set number and searching it on our website.
For example, if the other brand’s set number is 10342, search for 0342 on Brickilo to find the corresponding design.
Q: Are Brickilo building blocks compatible with other brands?
Yes, our bricks are compatible with most major brands while maintaining high quality and a precise fit.
Q: Do your light kits require batteries?
Some kits use batteries, while others are USB-powered. The product description will indicate which type is needed.
Q: How do I know if a product is in stock?
Stock availability is displayed on each product page. If an item is listed as “Out of Stock,” you can sign up to be notified when it’s available again.
4. Returns & Refunds
Q: What is your return policy?
We accept returns within 30 days of purchase if the items are unused, in their original packaging, and meet our return conditions. For full details, please review our Return & Refund Policy.
Q: How do I start a return?
Contact us at contact@brickilotoys.com with your order number, reason for return, and photos if needed. We’ll review your request and provide return instructions.
Q: Are shipping fees refundable?
Shipping fees are non-refundable unless the return is due to a verified error or defect on our part.
5. Support & Contact
Q: How can I reach your customer support team?
You can contact us anytime via contact@brickilotoys.com or through our Contact Us page.
Q: What are your customer service hours?
Our team is available Monday to Friday, 9:00 AM – 5:00 PM (AWST).
Q: Where is Brickilo based?
Brickilo operates out of Western Australia, with fulfillment handled through our international partners.