FREQUENTLY ASKED QUESTIONS
See the sections below, or please contact us if you can't find what you need!
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? We have two other payment options!
- Firstly if you have an Afterpay account, your order will be shipped immediately* and you'll pay for your purchase in 4 fortnightly payments, interest free. If you're ordering from overseas, at this time only New Zealand Afterpay accounts can be used in our store.
- Secondly, you can make a payment to our Westpac account by using the Bank Transfer option. You'll receive our account details and the total amount due, use your Order Number as the reference. Please be aware that the transfer may take 1 to 2 working days to clear into our account.
*Keepsake Dolls and all custom orders have a wait time, check the products' page to see the current turnaround time.
How quickly will my order arrive? We understand that many premature babies arrive unexpectedly, usually leaving their parents completely unprepared! We try to dispatch all orders within 1 working day of payment. Our local courier driver picks up around mid-morning so if you order before 10am it's often sent the same day.
- Most Auckland locations should be delivered on the next business day after dispatch.
- Other main centres are also usually delivered on the next business day, but sometimes it can take 2 days.
- For remote or rural areas please allow approx 3-5 working days. 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, please allow approx 10 working days for your clothing and prints to be ready. There is a wait list for Keepsake Dolls which can vary from around 6-14 weeks.
Is shipping expensive? No - just $5 for all urban New Zealand orders and $10 for rural. Most orders are sent with Courier Post, although we sometimes use other carriers depending on network restrictions. All deliveries are tracked and we will email your tracking link once your order is on the way.
Can I pay extra for Overnight Delivery? Sorry we can't offer an overnight service (it's actually written the courier company's fine print that they never 100% guarantee their overnight delivery) but we always try our best to get your order to you asap!
Can you deliver to PO Boxes? No, courier delivery is not available to PO Boxes.
If I'm not home can the courier leave it for me? At the Checkout you can specify your courier service, Signature Required or Non-Signature - if you don't select an option and your order value is over $20 it will be sent Signature Required. Non-Signature gives the courier authority to leave your parcel if you are not home, for Signature Required they'll leave a Calling Card for you to arrange re-delivery or pick up from their depot. If you have specific delivery instructions (eg a safe place to leave the parcel) please add this into the Instructions section at checkout. Please note that since Covid some couriers have changed to contactless delivery and may not always require a signature.
Where is my parcel? If your order has not arrived within the above timeframes then check the tracking link from your Shipping Notification email. If it's been a few days and your parcel is delayed or missing please email us urgently so we can ask the courier to investigate, finding a parcel after a couple of weeks is nearly impossible! Neither the delivery courier company nor Small Babies Ltd are liable for parcels that are stolen, damaged or lost after it has been delivered.
My parcel is damaged, what do I do? First of all, please keep ALL packaging - the courier bag or box, and the protective layer (tissue paper, box fill, etc). Take some photos to show the damage and send it to us at firstname.lastname@example.org as quickly as possible - to make a claim we need to have all the details sent to the courier company within a week, and the courier company will collect the parcel from your address as part of their investigation. Once we have everything to lodge a claim we'll be able to send you replacement items or issue a refund.
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, so we recommend that you purchase from your home country if possible. For a customised shipping quote please email email@example.com or use our "Contact Us" form.
International Payments: We accept international credit card payments, please make sure you select Stripe at the checkout. If you have a New Zealand Afterpay or Bank account you can use that too!
Duties and Taxes: Small Babies Ltd take no responsibility 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.
RETURNS AND EXCHANGES
Help! Can I return this unused clothing/product? We know sometimes babies can grow pretty quickly (it's awesome when they do!) so 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, resalable condition. Clothing returns must be unwashed and unworn, other items must be unused, and it needs to be in the original packaging with all sale 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, we strongly recommend using tracked post or courier so your item makes it back safely. Small Babies is not liable for returned items lost in transit.
How is the payment refunded? Your refund will be processed once we have inspected and accepted the returned goods. For exchanges, we will email you with a voucher code to be used on your next order. For refunds the credit will be processed back to your card/account, using the original payment method. Small Babies reserves the right to reject any return if it is not in mint condition. At our sole discretion a 5% restocking fee may apply, which will be deducted from any credit/refund issued.
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 an error in printing 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 we will replace or refund the item under the Consumer Guarantees Act as above.
Order Cancellation: If you wish to cancel an order you must notify us by email as quickly as possible. As we focus on fast service and delivery orders are often shipped within a few hours, and we cannot cancel an order once it has been packed and booked for pick up by the courier. To cover merchant fees, packaging costs and administration a restocking fee will apply to cancellations, see our Legal Notice for more information.