Frequently Asked Questions
Find answers to common questions about shopping with Babyonline, including delivery, Click & Collect, payments, returns, warranties and contacting us.
For the latest charges, conditions and timeframes, please refer to the linked information pages below.
Is Babyonline a New Zealand-owned business?
Yes. Babyonline is a New Zealand-owned, family-owned baby store established in 2001.
We sell online throughout New Zealand and have two physical Auckland locations in Mt Wellington and Manukau.
What are Babyonline’s delivery charges?
Delivery charges depend on the order value, delivery location, rural status and whether the order contains oversized or overweight products.
Some locations are outside our delivery area, and separate freight conditions may apply to account, wholesale, commercial and childcare customers.
Please see our Delivery Charges and Policy page for current delivery prices, exclusions and bulky-item charges.
How long will delivery take?
Delivery timeframes vary depending on the destination, whether the address is rural, courier volumes and the type of products ordered.
Please see our Delivery Charges and Policy page for current estimated delivery timeframes, order-processing information and important delivery conditions.
Delivery estimates are not guaranteed, and delays may occur during peak periods or because of circumstances outside our control.
What should I do if my order is delayed?
First, check the tracking information supplied with your order.
Please allow time after dispatch for the courier’s tracking system to update. Contact us if the tracking has not updated for an extended period or your order has not arrived within the estimated delivery timeframe.
Email: info@babyonline.co.nz
Please include your full name and order number so we can investigate the delivery.
Can I track my order?
Tracking information is provided for courier orders where tracking is available.
Please allow time after dispatch for the courier’s tracking system to update. Contact us with your order number if tracking has not updated or the parcel appears to be delayed.
Can I collect my online order?
Yes. Free Click & Collect is available from our Auckland locations, depending on product and stock availability.
Choose an available pickup location during checkout. You will receive an email when the order is ready.
Please wait for confirmation before travelling to collect your purchase.
See our Store Locations page for current pickup locations, addresses, opening hours and collection information.
Where are the Babyonline stores?
Babyonline has stores in Mt Wellington and Manukau, Auckland.
Please see our Store Locations page for current addresses, opening hours, phone numbers, parking information and holiday closures.
How can I pay for my Babyonline order?
Babyonline accepts several payment methods, including card payments, selected buy-now-pay-later or finance options and bank payment methods.
Please see our Payment Information page for currently accepted payment methods, finance eligibility, conditions and payment instructions.
Paying by direct deposit or internet banking
Account name: Waysoft Ltd
Bank account number: 02-0224-0227351-00
Please use your order number or invoice number as the payment reference so we can identify your payment.
Beware of payment scams: Babyonline will not unexpectedly ask you to pay into a different bank account. Always check that the bank account number matches the details shown above. Contact us directly if you receive different payment instructions.
What happens if I receive a faulty, damaged or incorrect product?
Please contact us as soon as you discover a problem.
Include:
- Your order number
- A description of the issue
- Clear photos or video where appropriate
We may need to inspect the product or request more information before confirming the appropriate solution.
Please see our Returns Policy for the current process and conditions applying to faulty, damaged or incorrect products.
What warranty applies to Babyonline products?
Babyonline provides the following limited product warranties against defects in materials and workmanship:
- Hardware products: 1-year limited warranty
- Toys and small items: 3-month limited warranty
A different or longer warranty may apply where this is stated in the product listing, packaging or manufacturer documentation.
These written warranties do not cover ordinary wear and tear, accidental damage, misuse, incorrect assembly, failure to follow product instructions or unauthorised alterations.
If you believe your product is faulty, please contact us as soon as possible and provide:
- Your order number or proof of purchase
- A description of the problem
- Clear photos or video where appropriate
We may request further information or ask for the product or affected part to be returned for assessment. Please do not dispose of the product or arrange your own repair before contacting us.
Please see our Returns Policy for the claims process and return instructions.
Can I return a product if I change my mind?
Some products may be eligible for a change-of-mind return, subject to the conditions and exclusions in our Returns Policy.
Eligibility can depend on the product type, condition, packaging and how soon you contact us. Hygiene, health and safety restrictions may apply to certain products.
Please read our Returns Policy and contact us before returning anything.
Can I exchange unopened nappies for another size?
Eligible unopened nappy products may be accepted for a size exchange, subject to the conditions in our Returns Policy.
Please check our Returns Policy and contact us before returning the products or taking them to a store.
Does Babyonline deliver overseas?
No. Babyonline currently delivers only within New Zealand.
How can I contact Babyonline?
For questions about online orders, products, delivery, Click & Collect or returns, you can contact Babyonline by phone or email.
Online orders and general enquiries
Phone: (09) 570 6660
Email: info@babyonline.co.nz
Please include your order number when contacting us about an existing order. This helps us locate your order and assist you more quickly.
Mt Wellington Showroom
Address: 16 Gabador Place, Mt Wellington, Auckland
Phone: (09) 570 6660
Manukau Store
Address: 49 Cavendish Drive, Manukau City Centre, Auckland 2104
Phone: (09) 267 8900
The Manukau phone number is for store-related enquiries only. For online-order enquiries, please call (09) 570 6660 or email info@babyonline.co.nz.
Please see our Store Locations page for current opening hours and holiday closures.