how can we help?

Welcome to Nature Baby customer services. Just search or browse below, or contact us direct and we'll have you sorted in no time!

Contact Us

Nature Baby is here to help you, we look forward to your feedback or suggestions, or if you have a question about a product or your order, please submit your query below and we'll come back to you as soon as possible.

If you wish to contact our Customer Services team by phone, say hello for free (NZ) 0800 222 920 (AU)1800 240 358, say hello from anywhere +64 9 3764048.

Our Customer Service hours are Monday to Friday, 8.30am - 5pm (NZ)

For all wholesale enquires please contact wholesale@naturebaby.co.nz
For general marketing and PR enquiries please email us at info@naturebaby.co.nz

We look forward to hearing from you,
Nature Baby

returns policy

We are proud to offer beautiful high quality products and want to ensure you are happy with your purchases from Nature Baby. If you are not delighted with your purchase for whatever reason, you may return unwashed, unworn and unused items in their original condition upon presentation of the original invoice within 30 days of purchase.

Please choose sale items carefully as they are non-refundable and non-exchangeable.

Please do not break open packaging that is non-resealable if you wish for an exchange.

Returns or exchanges of online purchases may be made in person or by post.

If you would like to exchange an item, please download, print and complete our returns form and include it with the returned goods. Once the returned item is received, a new order with the exchanged item will be processed and we will notify you via email once your exchange has been processed.

If you think you have received a faulty, damaged or incorrect item please contact our Customer Services Team and they will assist you.

Please note: we are unable to replace or refund items damaged through improper laundering, so please follow the care label of the garment when washing. We have some helpful washing tips here or if you are unsure, please contact our Customer Services Team for advice.

In person

Present the original Nature Baby receipt within 30 days of purchase. Use our Store Locator to find your closest Nature Baby store.

By post

Please post your item along with the original invoice and returns form to:

Nature Baby Returns
PO Box 47558
Ponsonby
Auckland, 1144
New Zealand

delivery

Can I get urgent delivery?


Unfortunately we don't currently have an express shipping service available, although we are working on this. If you would like to enquire about a faster courier service, please contact our friendly Customer Service Team

Why am I being charged more than your usual flat rate and free shipping costs?


While we do our very best to keep shipping costs as reasonable as possible, we're afraid that some oversized and heavy items will incur an additional charge as they are big, heavy and expensive for us to ship. All items that are excluded from our usual flat rate shipping costs have a note on the product page to let you know.

What is an oversized/heavy item?


Oversized and heavy items include, but are not limited to; Kalon Cot, Bassinet, Changing Table, Moses Basket, Highchairs, Mattresses, Bugaboo Strollers, Washing Powders/Detergents, Maxi Cosi products, Musina Play Gym, Wooden Trolley, Easel, Wishbone Bike, Hammocks and Hammock Stand.

Has my order been shipped out yet?


As soon as your order is dispatched, a confirmation dispatch email will be sent to let you know it's on its way.

When will my order arrive?


For New Zealand customers, your order should reach you within 1-3 working days, for Australian customers , 3-5 working days and for all other international orders you should receive your order within 5-12 working days. You can track your order via the tracking number in the dispatch email sent to your email address. Please note: the delivery time frame for all orders is from the date of dispatch. Sometimes packages can be delayed due to unforeseen circumstances, while we will do our very best to prevent this happening, it may be out of our control.

Do you ship to PO Box addresses?


Yes, we are able to ship to a PO Box address within New Zealand only. Unfortunately we are unable to deliver to a PO Box for international orders.

Can I track my Nature Baby online order?


The easiest way to track your Nature Baby order is to click the tracking link provided in your order dispatch email. If you have not yet received your order or a calling card from your courier and you allowed the correct time for delivery, please get in touch with our Customer Services Team and we will look into it for you

What courier do you use?


We use a range of courier services across the world to ensure your order reaches you as quickly as possible. All New Zealand orders are sent via Courier Post, for Australian orders we use Toll Priority, all other international orders are sent via NZ Post

How much is shipping?


We offer FREE shipping on all orders over $150. We have flat rate shipping rates for all orders under $150.00 - NZ $8, AU $10 USA and rest of world $15 (all prices listed exclude shipping oversized and heavy products)

Why do you not ship some items outside New Zealand or Australia?


We try and offer all our products internationally but due to the size and nature of some items we are unfortunately unable to ship these items outside of New Zealand and Australia. If you would like to enquire further about these items please contact our Customer Services Team.

frequently asked questions

I saw a promotion on your website and now it is back to regular price, will the promotion be back?


We love to offer our Nature Baby customers great deals. We frequently run ongoing multi buys on a range of our products including clothing, bedding and newborn essentials. We also run exclusive promotions throughout the year. Once a promotion has finished we are unable to reactivate this offer online or in-store, stay posted though, there could be one coming up soon!

Are you signed up to our newsletter? This is a great way to stay up to date with our latest products, promotions and exclusive offers. You can sign up now, at the bottom right of every page on our website, or see our latest offers page for some great Nature Baby deals!

I just purchased something online but it is now on special, can I get a refund on the difference?


The price of an item is what it was at the moment you bought it. We frequently run promotions and sales at Nature Baby so if you missed out on one, stay posted as we may have one just around the corner! Are you signed up to our newsletter? This is a great way to stay up to date with the latest products, promotions and exclusive offers. You can sign up now, at the bottom right of every page on our website.

I think I may have found a fault with an item I purchased, what should I do?


Quality products are extremely important to us at Nature Baby, if you are not happy with a particular product please contact our Customer Services Team and we will get back to you as soon as possible

I have seen a product online but it is no longer there.


Our new season prints and styles can run out very quickly so it's always good to get in quick to snap up your favorite pieces. If you would like to enquire further about the particular item please contact our Customer Services Team we may be able to find the style in one of our Nature Baby stores

Will you be restocking a style or print online?


Each season we bring in an exciting new range of colours, prints and styles. These products can run out quickly and we are not always able to restock them. On some occassions we will have a top up order on its way so if there is a particular product you are after please contact our Customer Services Team and we can let you know if we have more coming! Our core range of red stripe, navy stripe and natural colours will normally be in stock throughout the year

Which size will be right for my baby?


As babies come in all different shapes and sizes we find it easiest to determine which size a child should wear by looking at their measurements. You can refer to our helpful size guide (please note our size guide is intended as a guide only as all babies are different). If you are still unsure you are welcome to contact our Customer Services Team who will be able to help

What payment do you take?


We currently accept Visa, MasterCard and American Express credit and debit cards

I have set up a gift registry and would like to set up another one, why can’t I set up another Gift Registry?


You can only have one gift registry at a time, 7 days after your event date your gift registry will be inactive and you will be able to set up another one

orders

I think I have been charged twice for my order?


When your order comes through to Nature Baby some banks will place a ÒholdÓ or put aside the funds at the time you checkout, this is known as preauthorisation. This is standard practise when funds are transferred electronically. We do not take final payment for orders until they are physically dispatched from our warehouse at which point, the ÒheldÓ or pending payment should disappear and a ÒcompletedÓ one will appear. If this does not happen immediately it may have something to do with the way your bank processes pending payments, either way it will disappear in a few days by itself. On the rare occasion it apppears you have been charged twice on your statement please contact our Customer Services Team

I have not received an order confirmation email.


If you do not receive an order confirmation email within 24hrs of placing your order please check through your junk mail folder, in case our emails are going there. If you have still not received an order confirmation email, please contact our Customer Services Team

Something is wrong with my order?


If you have received your order and something is not quite right please contact our Customer Services Team and we will endeavor to sort it out for you as quickly as possible, we will get back to you within 24 hours.

I want to cancel an item from my order?


At Nature Baby we are very quick at processing your order to ensure it reaches you as soon as possible, unfortunately this means that once your order has been placed we are unable to edit items in your order. All online orders can be returned within 30 days of receipt by sending them back to us via the post along with a returns form or by taking them into one of our stores. 

To download our returns form please click here

For store locations please click here

returns

How do I return an online order?


If for any reason you are not happy with your order, you can return it by sending it back to Nature Baby head office via post or by taking it into one of our three stores across Auckland. From the date of your purchase you have 30 days to return items with proof of purchase provided you have complied with our returns policy.

Returning or Exchanging In store: Please take your invoice along with the items you wish to exchange 

Returning or Exchanging via post: When returning items via post please fill out the returns form on the back of your invoice or alternatively it can be downloaded here and sent along with the items. You will find our postal address on the returns form or on our returns page

Returning mattresses: Mattresses can be returned for an exchange or credit so long as the mattress is still in its original packaging 

Please note: In-store purchases are unable to be returned via post for an exchange or credit 

Please note: we do not return sale items

Have you received my returned goods?


We try and process returned items as quickly as possible and once a return has been processed and completed an email will be sent to let you know. In the unlikely event that you did not hear from us regarding your returned order within 7 working days, please get in touch with our Customer Services Team and we will endeavor to get back to you within 24hrs

I purchased items when they were on sale, can I return them?


No, unfortunately we cannot offer an exchange, credit or refund on items that were purchased on sale. If you believe the items to be faulty please contact our Customer Service Team and we will get back to you as soon as we can

Do I have to pay for an exchange?


If you wish to exchange anything from your order, you can do so at any of our Nature Baby stores across Auckland, or via post with our returns form to Nature Baby Head office within 30 days of purchase. Please note: if using the post option a small shipping fee of $6 will be charged to send your item back to you (this price excludes oversized/heavy items). 

You can download our returns form here

You can find all our store locations here

shopping

Can I get my purchase gift-wrapped?


Of course! With the exception of some furniture items that are too large to be wrapped, gift wrapping is a service we provide. You can choose this option at checkout for $3.95. See our gifting page for all our great gift services we have at Nature Baby.

Is my purchase secure?


Yes, we use industry-standard SSL encryption when transferring and receiving customer data exchanged through our site server.

An item I want is out of stock?


If something you want to order is out of stock, we'll let you know when you try to add it to your shopping bag. If you want, you can click on the link provided and we'll email you when it's back in stock again.

What do I do if my gift card is lost or damaged?


Please contact our Customer Service Team if you have lost or damaged your gift card. Please include your gift card number, or order number so we can look into this as quickly as possible for you.

What do I do if the recipient hasn't received their gift card?


If for some reason the gift card has not been received by the recipient, please contact our friendly Customer Service Team and we will look into this as quickly as possible for you - please include your gift card number or order number.

How to use a Nature Baby gift card online?


When you receive your Nature Baby gift card, and would like to use it online, you need to log in to your account and then go to our gift card registration page and register your card online by typing in the number on the card.

Once you have registered your gift card online you can starting shopping.

If the total balance of your order is more than the gift card amount, the remaining balance must be paid in the usual way at checkout. Any unused credit left on your gift card will now be connected to your account to be used at a later date.

Does my Nature Baby loyalty discount count towards sale items and bundles?


Nature Baby loyalty discounts are only applied to full priced items. This includes any bundles or multibuys and sale items.

technical

I've lost my password, what can I do?


We can easily sort this out for you, go to the Nature Baby log- in, type in your registered email and click 'forgot your password?'. Your password will then be sent to your registered email address and you're good to go!

How do I sign up for the Nature Baby newsletter?


There are two ways to sign up to our newsletter. The easiest way to sign up is by setting up your Nature Baby account, from here you can manage lots of other great settings. Alternatively, you can sign up to our newsletter without setting up an account by using the link at the bottom right of every page on our website.

I want to change my email address in my Nature Baby account.


You can change your email address anytime you want, just log into My Account. You can also update any of your other details here such as changing your password and delivery information.

I have purchased from Nature Baby before but the website doesn't recognise my email address when I try to log in


If you have shopped online with us before it may be that you used our guest checkout, which means that none of your personal information would have been stored. It is quick and easy to set up an account, this means you won't have to re enter your details next time you shop, alternatively you can still use the guest checkout. Please note: If you have purchased from us in store before you will still need to set up an online account in order for the website to recognise you.

How do I use a promo code?


You will use a promotion code when you are checking out to receive your discount. Pop the promotion code into the promo code box on the first page of the cart (my bag), then press apply. Be sure to check your promo code has been applied before continuing through the check out process. If the code is not applied at this stage, we unfortunately can not apply the discount later.