COVID-19 UPDATE: We ship daily, but please allow extra time for your order to arrive as the couriers are extremely busy! Rural deliveries have significant delays so we highly recommend using an urban address instead. Kia kaha xx
All pricing is shown in New Zealand dollars (NZD)
Can I use my Credit Card? Of course, we use Stripe and PayPal for credit card processing - simply choose your preferred option at the checkout. For Stripe enter your card details into the pop-up window to complete the transaction. For Paypal you will be redirected to a secure page, choose "Don't have a PayPal account" and enter your card details. Your transaction is processed in real time using secure encryption, no card data is available to or used by us (Small Babies Limited).
I have a Paypal Account, can I use it? Yes - select the PayPal option to login to your account for fast checkout.
I don't have a Credit Card or Paypal Account, 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.
Is shipping expensive? No - just $5 for all urban New Zealand orders and $8 for rural. Most orders are sent with Aramex (Fastway Couriers), although we sometimes use Post Haste for large items or rural delivery. Deliveries are tracked and a signature is required for most locations (excluding Rural addresses).
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 deliveries should be delivered on the following business day.
- Other main centres in about two days after dispatch.
- For remote or rural locations 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.
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? If you're happy with your parcel being left at your address when you are not there, you can request an "Authority to Leave". Add your request into the Comments section on checkout, including any instructions (e.g. Leave on the Back Doorstep). Please note that in this case you cannot make any claim for loss or damage to the parcel.
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 email firstname.lastname@example.org or use our "Contact Us" form to arrange a time, we'll provide our full address at this point. Please note that immediate pick up is not available - one working day is needed to ensure your order is packaged to our usual high standard - we have two small children that need us too!
Can you send to Australia? Yes, orders are sent by NZ Post - International Courier (tracked and a signature obtained on delivery if possible). Australia shipping costs are $30 International Courier for standard stock items. For premmie dolls the cost increases based on the finished weight of your doll.
Can you ship to my country? Yes, but the cost will vary depending on shipping method and the size of your order. For a customised shipping quote please email email@example.com or use our "Contact Us" form. Small Babies Ltd take no responsiblilty for additional import fees, levies, taxes or customs charges that may apply on international orders.
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. Your refund will be processed once we have accepted the returned goods.
I found a faulty 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.