Shipping and Delivery Information

General

Here at Naked Baby Eco Boutique we know that when you choose to order online you don’t want to sacrifice ready availability by sitting around for several days or even weeks for your products to arrive. That’s why we pride ourselves on prompt dispatch and quick delivery!

Generally, orders that are received prior to 9:00 AM are dispatched within the same day. All orders received after 9:00 AM are dispatched the next day (some exceptions may apply).

Orders are dispatched Monday through Friday (excluding public holidays). Please note, however, that sometimes "life happens" and it may take us an extra day to catch up on things. Quite often we run into back-logs after weekends and holidays, which may lead to processing delays of a day or two.

If, for any reason, we anticipate a significant delay in the shipping of your items, we will notify you as soon as possible via e-mail.  

Packaging

Being an eco-friendly company, we do our best to keep this philosophy in mind through all of our business practices. This includes our shipping materials. Please note that, when at all possible, parcels are shipped using recycled boxes and packaging.

While the box your package is shipped in may not look the prettiest – we’re pretty sure the trees won’t mind! Packing materials are made from recyclable and biodegradable materials, as are our business cards and other printed material (and printed using eco-friendly ink!).

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Below are answers to common questions regarding shipping for New Zealand, Australia and the world-beyond!

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SHIPPING CHARGES AND OTHER GOOD STUFF – NEW ZEALAND

SO, HOW MUCH IS SHIPPING GOING TO COST ME?

Well, if your order is $100 or more, the shipping’s on us! For orders under that value, we charge a flat rate of $6.50 per order (yes, that includes bulk packs of formula and nappies).

WHO DO YOU USE FOR SHIPPING?

All of our New Zealand parcels are shipped via non-signature Courier Post using an overnight service*, with the exception of large packages travelling to the North Island. These packages are shipped via a 2-3 day service.

For all you rural dwellers, please remember that your package may take an extra few days to reach you.

* Please note that this is considered to be a “delivery target” by Courier Post and not a “guarantee” (their words, not ours!). Delivery delays are very common around Christmas and other public holidays.

WHAT’S THE (*) MEAN IN YOUR “EXPRESS SHIPPING” PROMOTIONS?

Ah! Good eye! You caught that, did you? That means that we use an overnight service on every package that we can. Unfortunately, we can’t ship big, bulky boxes going to the North Island via this method (well, we can if you would like to pay the additional cost!), so that’s why we’ve popped the (*) in there. In general, over 90% of our packages are sent via overnight express (the most notable exceptions are bulk packs of nappies). Trust us – if we CAN send it express, it will be sent express.

If you live on the South Island, lucky you! Your items are always sent express overnight.

DO YOU SEND TO RURAL ADDRESSES?

Yes, we sure do! And, the best part?! We don’t charge you that pesky rural surcharge (we’re rural, too, so we feel your pain!).

I’VE GOT SOME SPECIAL DELIVERY INSTRUCTIONS. HOW DO I LET YOU KNOW?

That’s no problem. Please pop any special instructions into the “Notes” section at the checkout and we’ll do our best to accommodate.

WILL I BE ABLE TO TRACK MY PACKAGE?

Yup! Once we have dispatched your order, you’ll receive a notification of dispatch which will include the tracking details. While we try to get these out at the same time we’re dispatching, sometimes this task falls to the wayside and we feel it’s most important to get your package out the door so as not to keep you waiting. So, you may receive this notification at a time other than when your package was dispatched.

HELP! I CAN’T FIND MY TRACKING DETAILS!

We always recommend that you first check your Junk Folder if you can’t locate the e-mail. If you can’t find it there, please get in touch and we’ll be happy to provide you with the info.

WTF?! MY PACKAGE STILL HASN’T ARRIVED!

Argh! We know it’s super annoying when your package doesn’t show (seriously – there’s nothing worse!). Unfortunately, once your package has left our hands, we can’t be responsible for the delivery time of the couriers/rural drivers in your area.

So, what should you do? First, use your handy-dandy tracking details to track where your package is on the Courier Post website. If it’s saying it’s been delivered and you don’t see it, please take a good look around your property. The courier drivers aren’t allowed to leave it anywhere visible, so it may be in the mailbox, by the back door, under the BBQ, etc. Think of it as a fun hide-and-go seek game!

 If you still can’t find it (or it’s showing it hasn’t been delivered), please call 0800 268 743 to launch an investigation into where your package is. The lovely folks at Courier Post should be able to track the package’s location at that very moment and figure out why the heck it isn’t getting to you.

Now, if you’ve followed all those steps and STILL haven’t got anywhere (or you’re not happy with the answers you’re getting from Courier Post), please get in touch with us at hello@nakedbaby.co.nz and we’ll see if we can get to the bottom of it for you.

I LIVE ON THE NORTH ISLAND AND WOULD LIKE MY BULKY PACKAGE SENT EXPRESS. IS THAT POSSIBLE?

You bet! That’s no problem at all. If you are requiring your order faster, would prefer signature-guaranteed or Saturday delivery, please contact us (hello@nakedbaby.co.nz) and we’ll arrange this for you (at the cost of the requested service).

YIKES! IT’S GOING TO COST ME HOW MUCH TO SEND THAT EXPRESS?!

Shipping in New Zealand, in general, is very expensive (particularly between islands). Rates are charged based on the greater of actual weight and volumetric weight (basically, the amount of space it takes up in the truck). So, if you’re trying to get a big box of nappies sent, while it may not PHYSICALLY weight 23 kg, its volumetric weight may calculate out to 23 kg. Courier Post charges in 5 kg increments, which means you have to pay to ship a 25 kg package, regardless of its physical weight and the fact that you aren’t using 2 of those kg.

Please don’t get mad at us! We don’t set the rates and we work very hard to get the very best rates possible for our customers. If you’re ever curious about rates, we encourage you to visit the Courier Post website and populate your shipment using the “calculate how much my item will cost” function. You can pop in all the details (where it’s going, size, weight, etc.) and it will tell you how much it will cost you, as an individual, to send from the counter. We can guarantee you won’t think our rates are so bad after you’ve had a look!

I DIDN’T RECEIVE A PACKING SLIP OR INVOICE WITH MY ORDER. IS THAT NORMAL?

Yes, it’s perfectly normal! The whole premise of our business is eco-friendly and that’s why we’ve chosen to cut back on unnecessary paper and not include packing slips and/or invoices with our orders.

Upon placing your order, you’ll receive an e-mail confirming it (including prices, etc.). Please note that this is considered to be your receipt and should be retained for your records.

When your order is dispatched, you will receive a notification of dispatch which will include your tracking details. Also included in this e-mail is a list of WHAT was actually dispatched. If something that you ordered is not included, it is likely back-ordered and we will have it out to you (or be in touch) as soon as possible.

I LIVE IN QUEENSTOWN AND DON’T REALLY WANT TO PAY FOR SHIPPING. CAN I PICK MY ORDER UP?

You sure can. We do have a “Free Pick-up” option available on the website. Simply select that when you’re checking out and we’ll get your order ready for pick-up.

When we send you your dispatch notification, it will say “shipped” – please note this is a default setting in the system that we haven’t been able to change yet. Unless we have notified you otherwise, receipt of this e-mail means that your order is ready to be picked up. We’ll be in touch with directions, etc.

I STILL HAVE SOME QUESTIONS. WHO SHOULD I TALK TO?

We’re here to help! Please get in touch at hello@nakedbaby.co.nz and we’ll be back to you as soon as possible. E-mail is always the best way to reach us. Please be mindful that, in addition to running a business, we are parents, too, so time is precious. That in mind, we’ll be in touch as soon as we can.

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SHIPPING CHARGES AND OTHER GOOD STUFF – AUSTRALIA

SO, HOW MUCH IS THIS GOING TO COST ME?

Our standard shipping charges to Australia start at $15.00 per order and increase incrementally with the weight of your order. The Checkout page will provide you with an estimation of your shipping charges, so you’ll know before you pay.

Shipping charges DO count toward your Prestige Points accumulation.

WHO DO YOU USE FOR SHIPPING?

All items are shipped via non-signature, non-insured Air Mail with NZ/Australia Post. This service generally takes 3-10 business days (days start counting the day AFTER it’s sent).

I’VE GOT SOME SPECIAL DELIVERY INSTRUCTIONS. HOW DO I LET YOU KNOW?

That’s no problem. Please pop any special instructions into the “Notes” section at the checkout and we’ll do our best to accommodate.

WILL I BE ABLE TO TRACK MY PACKAGE?

Unfortunately, no. Our Australia standard of shipping is non-signature, non-tracked, meaning you won’t be able to trace it. If you’d like to upgrade to a tracked, signature or courier level of service, please get in touch at hello@nakedbaby.co.nz and we’ll let you know the cost (please don't shoot the messenger, though, when you find out how much it's going to cost!).

You will receive notification from us when your package is on its way.

WTF?! MY PACKAGE STILL HASN’T ARRIVED!

Argh! We know it’s super annoying when your package doesn’t show (seriously – there’s nothing worse!). Unfortunately, once your package has left our hands, we can’t be responsible for the delivery time of the couriers/rural drivers in your area.

So, what should you do? First, take a peek at the calendar and see how many days it has been since it was sent. We can’t even begin to launch an investigation until after 10 business days (that means no counting weekends or holidays – NZ or Australia holidays). If it’s been 10 business days, please get in touch with us at hello@nakedbaby.co.nz and we’ll see what we can do to get it sorted.

ACK! I’VE GOT IMPORT TAXES AND DUTY TO PAY! WASN’T THAT INCLUDED IN WHAT I PAID YOU ALREADY?!

No, sorry! Naked Baby Eco Boutique isn’t responsible for any import taxes or duties that you may have to pay. They’re the responsibility of the recipient and are, generally, collected at the time of delivery.

I DIDN’T RECEIVE A PACKING SLIP OR INVOICE WITH MY ORDER. IS THAT NORMAL?

Yes, it’s perfectly normal! The whole premise of our business is eco-friendly and that’s why we’ve chosen to cut back on unnecessary paper and not include packing slips and/or invoices with our orders.

Upon placing your order, you’ll receive an e-mail confirming it (including prices, etc.). Please note that this is considered to be your receipt and should be retained for your records.

When your order is dispatched, you will receive a notification of dispatch which will include your tracking details. Also included in this e-mail is a list of WHAT was actually dispatched. If something that you ordered is not included, it is likely back-ordered and we will have it out to you (or be in touch) as soon as possible.

I STILL HAVE SOME QUESTIONS. WHO SHOULD I TALK TO?

We’re here to help! Please get in touch at hello@nakedbaby.co.nz and we’ll be back to you as soon as possible. E-mail is always the best way to reach us. Please be mindful that, in addition to running a business, we are parents, too, so time is precious. That in mind, we’ll be in touch as soon as we can.

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SHIPPING CHARGES – REST OF WORLD

SO, HOW MUCH IS THIS GOING TO COST ME?

Our standard shipping charges to countries outside of New Zealand and Australia start at $25.00 per order and increase incrementally with the weight of your order. The Checkout page will provide you with an estimation of your shipping charges, so you’ll know before you pay.

Shipping charges DO count toward your Prestige Points accumulation.

WHO DO YOU USE FOR SHIPPING?

All items are shipped via non-signature, non-insured Air Mail with NZ Post and your country’s national post service. This service generally takes 3-10 business days (days start counting the day AFTER it’s sent).

I’VE GOT SOME SPECIAL DELIVERY INSTRUCTIONS. HOW DO I LET YOU KNOW?

That’s no problem. Please pop any special instructions into the “Notes” section at the checkout and we’ll do our best to accommodate.

WILL I BE ABLE TO TRACK MY PACKAGE?

Unfortunately, no. Our worldwide standard of shipping is non-signature, non-tracked, meaning you won’t be able to trace it. If you’d like to upgrade to a tracked, signature or courier level of service, please get in touch at hello@nakedbaby.co.nz and we’ll let you know the cost.

You will receive notification from us when your package is on its way.

WTF?! MY PACKAGE STILL HASN’T ARRIVED!

Argh! We know it’s super annoying when your package doesn’t show (seriously – there’s nothing worse!). Unfortunately, once your package has left our hands, we can’t be responsible for the delivery time of the couriers/rural drivers in your area.

So, what should you do? First, take a peek at the calendar and see how many days it has been since it was sent. We can’t even begin to launch an investigation until after 10 business days (that means no counting weekends or holidays – NZ or international holidays). If it’s been 10 business days, please get in touch with us at hello@nakedbaby.co.nz and we’ll see what we can do to get it sorted.

ACK! I’VE GOT IMPORT TAXES AND DUTY TO PAY! WASN’T THAT INCLUDED IN WHAT I PAID YOU ALREADY?!

No, sorry! Naked Baby Eco Boutique isn’t responsible for any import taxes or duties that you may have to pay. They’re the responsibility of the recipient and are, generally, collected at the time of delivery.

I DIDN’T RECEIVE A PACKING SLIP OR INVOICE WITH MY ORDER. IS THAT NORMAL?

Yes, it’s perfectly normal! The whole premise of our business is eco-friendly and that’s why we’ve chosen to cut back on unnecessary paper and not include packing slips and/or invoices with our orders.

Upon placing your order, you’ll receive an e-mail confirming it (including prices, etc.). Please note that this is considered to be your receipt and should be retained for your records.

When your order is dispatched, you will receive a notification of dispatch which will include your tracking details. Also included in this e-mail is a list of WHAT was actually dispatched. If something that you ordered is not included, it is likely back-ordered and we will have it out to you (or be in touch) as soon as possible.

I STILL HAVE SOME QUESTIONS. WHO SHOULD I TALK TO?

We’re here to help! Please get in touch at hello@nakedbaby.co.nz and we’ll be back to you as soon as possible. E-mail is always the best way to reach us. Please be mindful that, in addition to running a business, we are parents, too, so time is precious. That in mind, we’ll be in touch as soon as we can.

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    There you have it! Quick, convenient and straight to your door. No screaming kids to haul around, no long drives, no parking to pay for … just a wonderful boutique experience from the comfort of your own home, with quality products delivered right to your doorstep!