PAYMENT:

All pricing is shown in New Zealand dollars (NZD)

Can I use my Credit/Debit Card? Of course, we use Stripe for credit card processing - simply enter your card details into the pop-up window to complete the payment. Your transaction is processed in real time using secure encryption, no private credit card information is available to or used by us (Small Babies Limited).

I don't have a Credit/Debit Card, what do I do? You can transfer to our Westpac account by using the Bank Transfer option. You will then receive our account details and the total amount due, use your Order Number as the reference to allow us to reconcile your payment quickly. Please be aware that depending on your bank, the transfer may take 1 to 2 working days to clear into our account.

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DELIVERY:

Is shipping expensive? No - just $5 for all urban New Zealand orders and $8 for rural. Most orders are sent with Aramex, although we sometimes use Courier Post for large items or rural delivery. All deliveries are tracked and we will email your tracking link once your order is on the way.

How quickly will my order arrive? We understand that many premature babies arrive unexpectedly, usually leaving their parents competely unprepared. We try to dispatch all orders within 1 working day of payment.

  • Most Auckland locations should be delivered on the following business day.
  • Other main centres in 1-2 days after dispatch.
  • For remote or rural areas please allow approx 3-5 working days after dispatch, as your parcel will be passed on to NZ Post. If you need your items urgently we recommend using an alternative, non-rural address if you have one (e.g. a nearby family member, friend, or your work address) as it will get to you much faster.
  • Keepsake Dolls, Custom Clothing and Birth Prints are made to order, allow up to 10 working days for Custom clothing and prints, and 8 weeks for Keepsake Dolls.

Can you deliver to PO Boxes? Sorry, delivery is not available to PO Boxes.

Where is my parcel? If your order has not arrived within the timeframes above, please contact us and we will track it for you.

If I'm not home can the courier leave it for me? Yes, with Covid most couriers have changed to contactless delivery and no longer require a signature or Authority to Leave. If you have specific delivery instructions please add this into the Instructions section at checkout.

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PICK UP:

I'm in Auckland too, can I pick up? Yes! We work from our residential address in Torbay, North Shore. At checkout please select the Pick Up option, then keep an eye on your inbox - we'll email you as soon as your order is ready for collection.

How quickly can I collect my order? Unfortunately immediate pick up is not available - one working day is required to ensure your order is packaged to our usual high standard. Please keep in mind that we have two small children that need us too!

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INTERNATIONAL ORDERS:

Can you send to Australia? Yes, orders are sent by NZ Post's International Courier service which is tracked and a signature obtained on delivery if possible. For standard stock items the shipping cost starts at $30 International Courier, and for premmie dolls the cost increases based on the finished weight of your doll. Please note there are huge delays with international freight so we highly recommend you purchase from a local Australian business - as a guide International Courier should be 2-6 business days but is taking approx 3 weeks.

Can you ship to my country? Yes, but the cost will vary depending on shipping method and the size of your order. Most countries will take several weeks for delivery (due to flights being impacted by Covid), so we recommend that you purchase from your home country if possibleFor a customised shipping quote please email stephanie@smallbabies.co.nz or use our "Contact Us" form. 

Duties and Taxes: Small Babies Ltd take no responsiblilty for import fees, levies, duty, tax or customs charges that may apply on international orders. If you refuse to pay the applicable fees your parcel will be destroyed by customs and the cost of your order will not be refunded by Small Babies Ltd.

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RETURNS AND EXCHANGES:

Help! My baby is growing quickly and hasn't worn these clothes - can I return them? That's great news and yes, clothing in new condition can be returned. If you find an item you never got around to using or you change your mind we can offer you a refund or exchange on any item (excluding 'Seconds' and custom prints) purchased within the last 30 days.

What do I need to do to return it? To be eligible for a refund, the item must be returned in as-new, resaleable condition. It must be unwashed, unworn, and with all original tags attached. Delivery costs on your original purchase are non-refundable, and you will be responsible for the delivery cost of sending the item back to our office. When sending an item back to us, please ensure that the item is well packaged so that it arrives in as-new condition, and we recommend using tracked post or courier so your item makes it back safely! Your refund will be processed once we have accepted the returned goods.

I found a fault with my item, what happens now? We try to check all orders before they are sent, but occasionally there may be a manufacturing fault that we may have missed. We are happy to always meet our responsibilities under the Consumer Guarantees Act. If an item is not fit for purpose or develops a fault, please contact us as soon as possible with a description of the item and the problem. Try to include a photo of the faulty part, as this will assist us in arranging a replacement to be sent out to you.

What about custom printed clothing and birth prints? Please double check that your details and choices are correct before submitting your order. Unfortunately as these items are made to order we are unable to offer a refund. In the event that we have made a typing error we'll provide a replacement with the correct details as quickly as possible.

A note on Seconds: When buying a 'second' item, the fault is clearly described on the product page. These faults are usually cosmetic, most commonly the fabric is marked or occasionally there may be a small hole or flaw. If a Seconds product develops an additional fault, eg a broken dome, we will replace or refund the item under the Consumer Guarantees Act as above.