frequently asked questions
Have a question about a product or order? Have a suggestion for us? Send us a message and our friendly customer care team will get back to you as soon as we can. Alternatively, say hello on +64 9 376 4048.
orders
I just placed an order and would like to add to it, is this possible?
As we aim to pack and dispatch orders as quickly as possible, changes or cancellations are not always possible once an order has been placed. Our warehouse team begins processing orders shortly after they are received, so there is only a small window where updates may be possible.
If you need to make a change, please contact our Customer Care team as soon as possible with your order number, and we’ll check if we’re able to assist.
I need to change and item/size in my order, is this possible?
As we aim to pack and dispatch orders as quickly as possible, changes or cancellations are not always possible once an order has been placed. Our warehouse team begins processing orders shortly after they are received, so there is only a small window where updates may be possible.
If you need to make a change, please contact our Customer Care team as soon as possible with your order number, and we’ll check if we’re able to assist.
The address on my order is incorrect, can this be updated?
If the address on your order is incorrect, please email our Customer Care Team with the correct address as soon as possible so we can update this before the order is dispatched.
I have not received my order confirmation or dispatch email, what should I do?
Please email our Customer Care Team with the name and email the order would have been placed under so we can resend the order confirmation or dispatch email to you.
I just missed your sale; will you be having another sale soon and how do I find out?
We love offering our Nature Baby customers promotions throughout the year and we run ongoing multibuys on a range of our products. Once a promotion has finished, unfortunately, we are unable to reactivate this offer online. If not already, sign up to our newsletter and follow our social media channels, as 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 of each page on our website.
I just purchased an item, but it is on sale , will the difference be honored?
Unfortunately, for any order placed prior to a sale we are unable to offer a credit or refund for the difference paid. We run sales throughout the year, so keep an eye out for the next one. Make sure you are signed up to our newsletter to keep up to date with our latest products, promotions, and exclusive offers. You can sign up now at the bottom of each page on our website.
I have seen a product online, but it is no longer showing, does that mean it is out of stock and will it be available again soon?
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. We do restock certain styles so if there is a specific product you are after please contact our Customer Care Team and we can let you know if we have more coming or if we have availability in one of our stores.
Which size will be right for my baby?
As babies vary in size, we find it easiest to determine which size a child should wear by looking at their measurements. We offer a helpful size guide on our website and product pages. Please note our size guide is intended as a guide only. If you are still unsure, please contact our Customer Care Team who will be happy to help.
shipping
Where are you items dispatched from?
All orders are sent from our warehouse, based in New Jersey, USA.
What courier services do you offer?
We deliver with FedEx, DHL, USPS, and UPS
Do you offer express delivery?
We do not currently offer express delivery, but keep an eye out as this is something we are working on for the future.
returns and exchanges
I think I have found a fault with an item I purchased, what should I do?
The quality of our products is extremely important to us at Nature Baby, if you are not happy with a product please contact our Customer Care team so we can assist further.
I was gifted an item, can this be exchanged?
If the gift card purchased with Nature baby online or in-store, please contact our Customer Care team or pop into store and we can assist with the exchange. We will need the proof of purchase or the name of the person who gifted the item to you so we can look this up in our system. If the gift was purchased at one of our stockists, please contact them directly.
Do I need to pay for my exchange item to be sent back?
The cost of an item being sent back to us and the delivery of the exchanged item being sent out is the responsibility of the customer. Please note that we do not offer exchanges on items being shipped outside of the United States.
How long do I have to exchange/return an item?
We offer exchanges/returns within 30 days from the date of purchase. You can read more about our returns policy here.
I have purchased an item on sale, am I able to exchange or be refunded this items?
Please choose sale items carefully as they are non-refundable and non-exchangeable.
product
Where are your clothes designed and made?
All Nature Baby garments are designed in New Zealand and made in India, Fiji, China and New Zealand.
payments, duties, and taxes
What payment options do you offer?
We currently accept Visa and Mastercard. We also offer Paypal and Afterpay payment options.
Where do I add my gift card or promotional code?
At the checkout step you will see ‘apply gift card’ and ‘discount code’ add the code in the correct box and this will be applied to your order before continuing to checkout.
privacy
How is my personal information protected?
Please view our Privacy page.