Plan Toys Stacking Tree

Here's the Quick & Dirty Rundown of Everything You Need to Know for Shipping & Delivery

You can view the full details here.

• We try our best to get orders out as quickly as possible (generally within 1-3 business days after ordering)
• PLEASE NOTE: holidays and public weekends ARE NOT business days, and this timing starts the day after you've placed your order (ie: the day after you've ordered is the first business day)
• 95% of packages are shipped via OVERNIGHT COURIER (Courier Post) as our standard level of service (exceptions are big & bulky items to the North Island)
• Internationl orders are shipped via NZ Post AirMail or DHL Express (you can select at checkout and delivery timeframes are provided there for each service)
• We DO NOT charge a rural surcharge (please allow additional days for rural delivery)
• Sometimes "life happens" and it may take an extra day or two to catch up and/or get orders out (we're a one-woman operation with two small children at home)
• Please anticipate delays after weekends, holidays and promotional times due to increased order volumes
• If you are needing your order URGENTLY, please get in touch to let us know and we'll do our best to accommodate
• You'll receive a shipping confirmation e-mail when your order ships (these can sometimes end up on Spam or Junk, so please have a look there)
• Orders are dispatched Monday through Friday (excluding public holidays)
• As an eco-friendly company, we extend this through to our shipping practices and use recycled boxes, home compostable courier bags, shipping labels made from recycled paper, and an eco-friendly paper alternative to bubble wrap (we keep everything pretty minimalistic so as to be kind to the environment - if you're looking for a fancy unboxing experience, we're not your shop!)
• To save trees, you won't receive an invoice or packing slip with your order - please refer to your Purchase E-mail for a receipt/proof of purchase, and your Shipping Confirmation for a packing slip

For the full details on all of our shipping information, please pop on over here.

OUR GUARANTEE TO YOU

Naked Baby Eco Boutique guarantees that you will be delighted by your shopping experience with us. If you are not happy with any aspect of your purchasing experience, please let us know so we may resolve these issues. Our aim is to not only meet our obligations under the Consumer Guarantees Act, but to exceed our customers’ expectations.

We kindly ask that you carefully take the time to review the Product Descriptions provided to see the details of what you are purchasing. These descriptions will provide further detail than simply looking at the photos (such as if there are any differences from the photo), and also provide information such as whether or not an item is on pre-order (and what the expected delivery time of that pre-order is).

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RETURN POLICY

At Naked Baby Eco Boutique, we don’t actually have a return policy for purchases made at our boutique. We handle returns on a case-by-case basis with the ultimate objective of satisfying the customer. We stand behind our goods and services and want our customers to be satisfied with them. It is our goal to do our best to take care of customers; to deal with them fairly and reasonably. In return, we hope that our customers are fair and reasonable with us, too.

In doing this, we hope to build trust with our customers and create a long-term relationship of mutual respect. Standing behind what we sell is a big part of that. We like to think that many customers choose to shop with us because they know that if their purchase isn’t right, we will work to fix it for them.

Should you wish to initiate a return, please contact: info@nakedbaby.co.nz.

PLEASE NOTE: we do not offer refunds on orders for which you have missed reading in the Product Description that your item(s) are a pre-order.  This information is clearly written, in bold, red lettering, and we expect our customers to read all of the details prior to placing an order.  We will consider an exchange or store credit, but no cash (or card) refunds will be offered.

Should a return be deemed the best remedy, if you paid by credit card, we will credit your account within 14 days. If you paid by direct banking, we will get in touch for your banking details and credit your account. If you paid by Gift Voucher, a replacement voucher will be issued to you.

For transactions processed via Curate, Laybuy, Afterpay, and Genoapay you will be refunded via the original method of payment, minus the service fee amount (should the return be for change-of-mind).  Alternately, you may elect to receive a store credit for the full value.  Should a refund need to be issued due to an error on our part, an inventory shortage, or other similar issue, you will be refunded in full via the original payment method (including the service charge).  Should you be seeking a refund for a damaged item, and we have offered to provide a new identical item in its place, and you have elected not to take that, your refund will be exclusive of the service fee.

Unfortunately, shipping charges cannot be refunded to you (and return shipping charges are your responsibility). Additionally, in general, our shipping fees cost more than what we charge our customers. Should this be the case on a return, the difference between the cost of the shipping and what the customer paid for shipping will be deducted from the total return amount. If you used a Free Shipping code, the cost of the shipping (to the greater value of what the actual cost to ship the package was or the standard NZ shipping fee) will be deducted from the refund amount.

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COMMON QUESTIONS REGARDING RETURNS

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DO I NEED A RECEIPT FROM MY PURCHASES?

Your receipt or order number helps us to locate your purchase in the fastest way possible. However, if you don’t have a receipt, we should be able to find the purchase in other ways. From time-to-time, we may ask you for more information so we can better assist with your request.

DO YOU TAKE EVERYTHING BACK?

We’ll do our best to take care of you, but from time-to-time, we cannot accommodate a return. Sale (OUTLET) items which have since been discontinued from our collection are only eligible for a store credit.  Food and formula cannot be returned, nor can opened packages of nappies or wipes.

PLEASE NOTE: we do not offer refunds on orders for which you have missed reading in the Product Description that your item(s) are a pre-order.  This information is clearly written, in bold, red lettering, and we expect our customers to read all of the details prior to placing an order.  We will consider an exchange or store credit, but no cash (or card) refunds will be offered.

IS THERE A TIME LIMIT? WHAT IF THE ITEM IS WORN?

Our goal is to do our best to take care of our customers and deal with them fairly. In return, we ask that our customers treat us fairly as well. From time-to-time we may not accept a return. There is no time limit for returns or exchanges.

ARE THERE RE-STOCKING FEES?

No. However, generally, our shipping fees cost more than what we charge our customers. Should this be the case on a return, the difference between the cost of the shipping and what the customer paid for shipping will be deducted from the total return amount.

CAN GIFT CARDS BE RETURNED?

No.

CAN HEALTH, BATH AND FOOD/FORMULA PRODUCTS BE RETURNED?

No.

IS SHIPPING REFUNDABLE ON RETURNS?

No, it is not. The customer is also responsible for the return cost of shipping to get the product back to Naked Baby Eco Boutique.  Additionally, if your item was shipped for free, either through a free shipping promotion or use of a free shipping code, the cost of shipping will be deducted from your refund amount.

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FAULTY OR DAMAGED ITEMS

Naked Baby delivers products of the highest quality, which should arrive in excellent condition. If, for any reason, there appears to be something wrong with your product or you discover the item is faulty, please contact us immediately (and, if possible, include a photo) so the problem can be resolved. It is our goal to do everything we can to resolve the situation to your satisfaction.

In the instance of a faulty or damaged item, Naked Baby Eco Boutique will cover the return shipping costs.

Please contact: info@nakedbaby.co.nz.

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SENDING AN ITEM BACK FOR EXCHANGE

Should you wish to exchange an item, you will be responsible for the cost of shipping in both directions.

To initiate an exchange, please contact: info@nakedbaby.co.nz.

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LOYALTY POINTS AND RETURNS

If an item is returned, any loyalty points earned on the purchase will be debited from the purchaser’s loyalty points account. Should the current points balance be less than the points earned on the item returned, then the points balance will be returned to zero and the dollar value of the loyalty points shortfall will be deducted from the refund or credit given for the returned item.

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MORE INFORMATION

Should you have any questions or concerns, please do not hesitate to get in touch with us. We are here to make your shopping experience as pleasurable as possible! Your business is greatly valued and we will do all we can to ensure you are happy with our product range and customer service. Get in touch at: info@nakedbaby.co.nz or call 021 973 011.