FLAT-RATE NZ SHIPPING + EARN POINTS FOR FUTURE DISCOUNTS + FLEXIBLE RETURNS

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FAQ's

General

Thanks for reaching out. Please note our contact email 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 can 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 & share our products with you, while also being a busy mum to my two boys (so time is a precious commodity!).

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.

 

Many of our discount codes have minimum purchase spends, 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.

 

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.

 

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).

While we strive to make our promotions as inclusive as we can, sometimes it is 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. There are 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. In this instance, 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.

No, sorry. We do not have a storefront. The business is operated from home and is not set up for product viewing and shopping. If you live locally and have your eye on something you’d like to have a closer look at, please get in touch and we will see if we can arrange something.

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 are dispatched within 1-3 business days, and most items are shipped using Overnight service. 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. We handle returns on a case-by-case basis with the ultimate objective of satisfying our customers. We stand behind our goods and services and want our customers to be satisfied with them. Should you wish to initiate a return, please contact: info@nakedbaby.co.nz. For more info, visit: Returns or Exchanges.

That’s no problem. Please get in touch via e-mail and we can get this sorted for you. If you have paid by credit card, the order will be refunded to the card you paid with. If you have used PayPal, purchased via Curate, or used a Buy Now/Pay Later option such as Afterpay, Genoapay or Laybuy, your order will be refunded to you minus the non-refundable service fee. Alternately, you can opt for a store credit of the full value of your original purchase. For more info, 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!