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- FAQ
FAQ
For any urgent enquiries, please phone us on 0800 627 339. We’ll do our best to quickly respond to your questions between Monday and Friday, from 9.00am to 5.00pm (excluding Public Holidays).
Pricing
I have previously seen and/or purchased an item at a lower price, can you honour this?
We regularly hold sales and clearance events for different product ranges, therefore prices can, and will change from time to time. We are not obligated to honour previous prices; only those published at the time of purchase apply.
Shipping
Can I pay for overnight or express deliveries?
Unfortunately not, at this current time we only have one freight option available.
How will my order be delivered?
Your order will be delivered to your door by Fastway or Courier Post; this should be to a residential or business address (no PO Boxes).
Do you offer international shipping?
Sorry, we currently do not offer international shipping. We only deliver to addresses within New Zealand.
My item arrived damaged - what should I do?
If you have received a faulty or damaged item please email our customer service team babyonlinetm@waysoft.co.nz to discuss the issue and work out an appropriate solution.
Returns & Refunds
My item is faulty, what should I do?
Any faulty or damaged products should be reported to us within 3 days of delivery. Please email us and we will replace or repair the product. We are not liable for any claims made after this timeframe.
How do I get the order back to you?
Returns can be dropped into any of our outlet stores, with prior approval from Babyonline. If you are not in located Auckland or Christchurch please email us and we will advise on how best to return a product to us.
I have changed my mind, can I return the product?
We do not accept change of mind returns, unless at the discretion of Babyonline, in which case we will provide a store credit (not refund) to you, for what you paid for your product(s) but not the delivery charge, unless the order was faulty or incorrect.
I have faulty nappies, what should I do?
We guarantee the quality of our products. Please place aside any faulty product(s) and email us babyonlinetm@waysoft.co.nz for the best solution. Do not throw away any faulty product(s), a replacement is only possible when the faulty product has been returned. If more than 5 pieces of the product has been used, this is acknowledged as the customer accepting the quality of the goods.
Warranty
Do your products come with a warranty?
All of our hardware items (car seats, prams and joggers, walkers, highchairs etc) come with a 1-year limited warranty. This warranty does not cover wear and tear (example: tyres, fabric) or damage to the product inflicted by the customer (intentional or non-intentional).