we are now shipping again under level 2 guidelines. Our Dunedin store is open. thank you for your support! x

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FAQs

General

Thanks for reaching out. Please note our contact e-mail is monitored Monday to Friday, during business hours (excluding public holidays). Due to the high volume of enquiries, we aim to be back in touch within 3 business days and appreciate your patience (please do not count the day that you have messaged as the first business day. For example, if you have messaged on a Friday, you can expect a response by Wednesday, at the latest). Additionally, we appreciate if you please only message us via one channel and then await a response within this timeframe.

Naked Baby is a small team of one working behind the scenes to package, ship and share our products with you, while also being a busy mum to my two boys (so time is a precious commodity!).

There are a few reasons that your discount code might not be working, so we've listed the most common ones below for you.

The most likely reason that your discount code isn’t working is that you either have ineligible items in your cart, or the minimum spend to use the code isn’t high enough. A full list of exclusions are the products listed here.

1. Many of our discount codes have minimum purchase spends (for example the Welcome Discount has a minimum spend of $75 NZD), so those criteria must be met for the code to work. If you have received the code via e-mail, the minimum spend will be noted in that e-mail. Additionally, the minimum spend will have to all be on eligible items (ie: the exclusions above do not count to the minimum spend threshold). You can have ineligible items in your cart, but the discount will only apply to eligible items, and only those eligible items will be counted toward the minimum spend volume.

2. Your discount code may be expired. If you received your discount via e-mail, please have a look at the dates of validity for the code.

3. There may be another promotion on, in which case, no further discounts or codes apply. For example, if we have a store-wide sale running in which no codes are required, no further discounts (including shipping codes, etc.) apply. If you happen to sneak a discount code through, your order will not be dispatched until the difference is paid to us.

4. Finally, you may be trying to use a code that you have used already. For example, our Free Shipping code that comes upon on Exit Intent is limited to one use per customer.

If you have looked at all these reasons and still think your code should be working, but isn’t, please contact us at hello@nakedbaby.co.nz and we will have a look at it for you.

No, sorry. Discount codes are limited to one per transaction, so there’s no doubling up on discounts. This includes Prestige Points redemptions (ie: if you use a Prestige Points redemption, you will not be able to then use a Free Shipping code, too).

Additionally, discount codes aren't valid when we're running Flash Sales or store-wide promotions (ie: Black Friday). If we've noted that "no further discounts or codes apply", the system won't accept your code.

While we strive to make our promotions as inclusive as we can, sometimes it's not possible for every product to be included. Unless otherwise stated, regular exclusions for all discounts include (but are not limited to) the products listed here. Please note that this list is constantly under review and we will do our best to keep this list updated so that you are aware of any exclusions that may exist.

Yes, for the most part, everything that is listed on our site is held in stock (approximately 95% of what's listed on the website is held at our home warehouse). There are, however, a few items which we operate on a drop-ship basis with our supplier. These items are then subject to availability, and we have tried to make note of these in the Product Descriptions.

Unfortunately, from time-to-time we do encounter inventory issues with discrepancies between what the website has shown and what is physically here. Or, you may check out at the exact same time as someone else with the same item, which can also cause an inventory discrepancy.

In the instance of an inventory problem, we will aim to get the item in ASAP and, if that’s not possible, we will get in touch, provide you with an update, timelines, and/or alternate options. Of course, if we can’t obtain the item relatively quickly for you, we will refund you for it.

YES! We'd love to have you stop by if you're in Dunedin. You can find us at 318 Moray Place, Dunedin Central. Hope to see you soon! x

Orders, Deliveries and Returns

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! We try our very best to get your orders out as quickly as possible. Generally, orders placed on BUSINESS DAYS prior to 12:00 PM will be dispatched the same day, and most items are shipped using Overnight service.

From time-to-time this isn't possible, but we do try our very best to keep to this. If your order has been placed on a weekend or public holiday, it will be prepared for shipment on the next business day. All orders are dispatched in the order that they are received.

Please note that dispatch delays WILL OCCUR during Flash Sales and other major promotions, as well as after long weekends, due to higher order volumes.

We're a small team providing you with a personal touch, so we ask for your patience, please.

For more info, please visit: Shipping and Delivery Information.

Once your order has been dispatched, you will receive a Shipping Confirmation, which will include tracking details. Sometimes your Shipping Confirmation will end up in your Spam/Junk folder, so make sure you check there!

If you’ve had a look there and still haven’t received a shipping confirmation, please contact us at: hello@nakedbaby.co.nz and we will look into this for you.

If you are urgently requiring your package, please either include a note in the Notes section of your order, or send us an e-mail and we will do our very best to accommodate your request. Our standard shipping service for most items is overnight shipping. However, if you live on the North Island and would like a quote for upgrading something big and bulky to overnight shipping, or adding Saturday delivery, please get in touch. For more info, please visit: Shipping and Delivery Information.

A few things to check here. First, please have a look at your Shipping Confirmation to see what items were included. The Shipping Confirmation will indicate whether “some” or “all” items from your order were shipped, and list the contents of what was shipped to you. There may also be a note on the package indicating that the rest will be on the way ASAP. If not all of the items were shipped to you, we will have the rest on the way to you as soon as we can, or be in touch to arrange an alternate option or refund. We didn’t want to keep you waiting, so got what we could on the way ASAP!

 

Second, please double-check your Order Confirmation and the Product Description for your item to ensure that it was not a Pre-Order. If the item has been pre-ordered, it will be ship to you as soon as it is available.

 

Note: As part of our eco-friendly philosophy, we don’t include packing slips or extra paperwork. Please refer to the Shipping Confirmation e-mail for the details of your shipment.

If tracking has indicated that your package has been delivered but you don’t see it, please get in touch with Courier Post directly at 0800 268 743 as they are able to track all packages in real time. Note: couriers aren’t allowed to leave packages anywhere visible, so make sure you check the mailbox, by the back door, under the BBQ, etc. It is imperative that you do this ASAP in case any claims need to be made with Courier Post for your package.

If you’ve followed all these steps and still haven’t located your package (or if you’re not happy with the answers you’re getting from Courier Post), please feel free to 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.

Please contact Courier Post directly at 0800 268 743 as they are able to track all packages in real time. They will be able to provide you with an update and/or launch an investigation.

Please get in touch with us as soon as possible (preferably within 48 hours of delivery). When you get in touch, please include a description of the issue, and photos if possible. We will work to get this resolved for you as quickly as we can. Please be mindful, though, that this often requires us to get in touch with our suppliers so response, time may be a bit slower than usual.

Please contact us immediately if something has been damaged by the courier. This must be done within 48 hours of delivery. In your message, please include a description of the damage as well as photos of the damage if possible. We will get in touch with Courier Post to launch a claim for the damages. For more info, please visit: For more info, please visit: Shipping and Delivery Information.

Naked Baby Eco Boutique hopes that you will be delighted by your shopping experience with us. But, if you’re not happy with any aspect of your purchasing experience, please let us know so we can resolve any issues.

You are welcome to return an item for a refund to the original payment method within 21 of purchase. Outside that window, items are eligible for an exchange or store credit up to 90 days after purchase.

Should you wish to initiate a return, please contact: info@nakedbaby.co.nz. For more info, visit: Returns or Exchanges.

For purchases made online, the cost to return the item to us will be at the customer's expense (and the original shipping fee is non-refundable). Should you wish to exchange size or colour of an item, we will happily do so as part of our complimentary one-way exchange program (you ship the original item to us at your cost, and we will ship the replacement item to you at no additional shipping charge).

Please note that items from our OUTLET are all FINAL SALE (no returns, exchanges, or credits are permitted).

Items purchased during major promotions (ie: Flash Sales, Black Friday, etc.) are only eligible for exchange or store credit (no refunds permitted).

We will do our best, but we can't always guarantee it. Our goal is to get your packages out to you just as quickly as we can, which means that sometimes they are packaged up right after the order has come through.

If you need to cancel for any reason, please send us an e-mail and we will see if we can stop the package from being sent. Unfortunately, though, once it has been sent, we cannot stop or cancel it. If the item is eligible for a return or exchange, you can explore that avenue.

For more info, please visit: Returns or Exchanges.

Naked Baby Eco Boutique has the following methods of payment available to its customers: Afterpay, American Express, Direct Deposit, Genoapay, Laybuy, MasterCard, PayPal, and VISA.

That’s no problem. Please select the “Local Pick-up” option when placing your order. You will get a notification when your order has been picked and packed for you. We will then get in touch with directions for pick-up. Please do not come prior to receiving instructions and a fulfilment confirmation.

Wishlist, Gifts and Rewards

Naked Baby Eco Boutique is pleased to offer Prestige Points to our lovely customers as our customer loyalty program! Earn 10 points for every dollar spent, and redeem 1,000 points for $5.00 off your next purchase. It's as easy as signing up for an account on our website. Once you have an account set-up, be sure to log-in when making purchases and you will automatically accumulate points. Sign up for a Prestige Points account here.

 

Use your Wishlist to help keep track of all the gorgeous goodies you'd love you get!

Simply click on "Add to Wish List", and you will be prompted to either (a) log in to your Wishlist or (b) register for a Wishlist. Returning to a session and looking to find your Wishlist? You can access your Wishlist here.

Yes, we do! When you are adding items to your Cart, you’ll have the option to select “This is a Gift”, which will bring up gift wrap and card options. If you’ve included a card, please don’t forget to include a message either in the section that the card allows for, or in your order notes.

Yes, we do! And, our Gift Registry has a completion discount available, too, so you can grab those extra goodies that you weren’t gifted. For more information, please visit our Gift Registry.

Let's Keep in Touch!