frequently asked questions

Please email our Customer Care Team as soon as possible. If your order hasn't yet been processed, we'll do our best to add your items or combine multiple orders. During our sale periods, this may not be possible due to a high volume of orders and queries.

If you need to make changes or cancel your order, please contact our Customer Care team as soon as possible. Once your order has been processed by our warehouse, we may not be able to make changes. During our sale periods, changes are not likely to be actioned due to the high volume of orders and queries.

Yes. If the address on your order is incorrect, please email our Customer Care Team with the correct address as soon as possible so we can update this before your order is dispatched.

If a product you would like to purchase is unavailable to ship from our warehouse this means this item is not available to purchase online for delivery. It will only be available to purchase via Click & Collect in person or in-store. Please only choose a store you can pick up from in person - see our Store Locator here to check for stores near you.

Generally, Click & Collect orders are ready in 3 hours. During sale periods this can be up to 24-48 hours. You will receive a confirmation email when your Click & Collect order is ready for pick-up.

If an item is unavailable when our store is preparing your Click & Collect order, we’ll fulfil all available items and refund anything we’re unable to provide.

While this is rare, during busy sale periods an item may sell in-store at the same time an online order is placed, or occasionally there may be a stock discrepancy. We’re very sorry if this happens and for any disappointment it may cause.

If your Click & Collect order has been cancelled, it’s most likely because the item was no longer available when our store went to prepare your order.

While this is rare, during busy sale periods an item may sell in-store at the same time an online order is placed, or occasionally there may be a stock discrepancy. If we're unable to fulfil your order, we'll cancel the unavailable item and process a refund back to your original payment method.

We're very sorry for any disappointment or inconvenience if this happens.

Yes. The person picking up your Click & Collect order will need to provide the name the order was placed under and have the order number handy.

If you are having issues placing an order on our website or would prefer to order over the phone you can give us a call on +64 9 376 4048 and we will be happy to help.

Please email our Customer Care Team with the name and email the order would have been placed under so we can resend the order confirmation or dispatch email to you.

Yes. Simply select ‘View and edit cart’ from your mini cart summary, then select ‘Gift options’ within the ‘My Bag’ section.

For $8.50, your order will be beautifully wrapped in Nature Baby branded wrapping paper and finished with a printed gift tag featuring your personalised message of up to 250 characters.

Pricing and invoice information will not be included with gift-wrapped orders, so your gift can be sent directly to the recipient.

We love offering our Nature Baby customers promotions throughout the year and regularly offer bundle pricing across a range of our products.

Once a promotion has ended, unfortunately we're unable to reactivate or honour the offer online or in-store.

To keep up to date with our latest products, promotions and exclusive offers, we recommend signing up to our newsletter and following us on social media. You can sign up to our newsletter at the bottom of any page on our website.

If you placed your order before a sale or promotion began, we're unable to refund or credit the difference in price.

We have special offers throughout the year, so we recommend signing up to our newsletter to be the first to hear about new collections, promotions and exclusive offers. You can sign up at the bottom of any page on our website.

Each season, we introduce a new collection of colours, prints and styles. Our seasonal pieces are limited and generally aren't repeated once they sell out.

Alongside our seasonal collections, we have a core range of much-loved Nature Baby essentials that are topped up throughout the year.

If there's a particular style you're waiting for, please contact our Customer Care Team and we'll be happy to check upcoming availability or stock in our stores for you.

We're very sorry about this. Please contact Customer Care with your order number and we'll resolve this as quickly as possible.

We are so sorry to hear! Please contact Customer Care with your order number and we'll investigate as quickly as possible.

We are a New Zealand based company and all orders are sent from our warehouse, based in Auckland.

You can track your parcel using the tracking number provided in your dispatch email. If your parcel is taking a little longer than expected, or you're having trouble with the tracking link, please get in touch with our Customer Care team and we'll be happy to look into it for you.

We're sorry to hear! Please check around your property, with neighbours or reception. If it's still missing, contact Customer Care and we'll investigate this with the carrier.

Please call the store that you placed a click and collect order with, and they can arrange to deliver the item to you and take payment for delivery over the phone, if required. Our store numbers can be found in our Store locator page. Please note: This is not available during our sale periods.

It may be that your order is being shipped to an address outside of New Zealand, or there is an oversized item in your cart which would incur an additional delivery charge. There will be a note on the product page, or you can head to our Delivery page to see list of oversized items. Delivery charges can change from time to time. We recommend you check our delivery page for destination pricing.

We deliver with NZ Post within New Zealand and FedEx or DHL to Australia.

We are sending orders without a signature required within New Zealand at this time, for extra ease & safety. We will continue to send all international orders on a signature service, if you would like the courier to deliver your parcel without a signature required you will need to set up and ATL (authority to leave) for your address.

We do not currently offer an express delivery option within New Zealand. For Australian orders, our FedEx and DHL delivery services are express by default.

Complete our Online Returns Form within 30 days of delivery. Items must be unworn, unwashed and in original condition with proof of purchase. We cannot accept returns or exchanges for sale items as per our Returns Policy.

We're sorry to hear! The quality of our products is extremely important to us. Please contact our Customer Care team and we can help.

Yes. Online purchases can be returned to any Nature Baby store for an exchange or store credit. If you would like a refund, you will need to follow our Online Returns process and post your return to us.

Refunds are processed to your original payment method. Bank processing times may vary. Usually 1-3 working days once processed.

If the gift was purchased with Nature baby online or in-store, please contact our Customer Care team or pop into store and we can assist with the exchange. We will need the proof of purchase or the name of the person who gifted the item to you so we can look this up in our system. If the gift was purchased at one of our stockists, please contact them directly.

Our Customer Care team will review your Online Return Request and they will email you the next steps if your return is accepted. If you have not had a response, please contact our Customer Care team.

The cost of an item being sent back to us and the delivery of the exchanged item being sent out is the responsibility of the customer.

We offer exchanges/returns within 30 days from the date of purchase. You can read more about our returns policy here.

Items purchased during our sale are unable to be returned or exchanged unless they are faulty. As sale stock is limited, we're unable to reserve items for exchanges.

All Nature Baby garments are designed in New Zealand and made in India, Fiji, China and New Zealand.

As babies vary in size, we find it easiest to determine which size a child should wear by looking at their measurements. We offer a helpful size guide on our website and product pages. Please note our size guide is intended as a guide only. If you are still unsure, please contact our Customer Care Team who will be happy to help.

Many families choose Nature Baby for babies and children with sensitive skin because our garments are made using natural fibres, including certified organic cotton. Our organic cotton is grown without the use of harsh chemicals, making it beautifully soft and gentle against delicate skin. While every child is different, many parents find natural fibres a comfortable choice for little ones with sensitive skin or eczema.

Follow the care label on your specific garment and visit our Laundry Tips page for more guidance on how to care for our fabrics.

Yes. Nature Baby is proudly certified to the Global Organic Textile Standard (GOTS), the world's leading certification for organic textiles. GOTS certification ensures strict environmental and social standards are met throughout the entire supply chain, from the organic cotton farm through to the finished garment. You'll find the GOTS certification across much of our organic cotton collection. This means our garments are made using certified organic fibres, without harmful chemicals, and are produced in a way that supports both people and the planet. Alongside GOTS, we also utilise OEKO-TEX® certified fabrics through our crafting process to help ensure our products meet high standards for safety and quality. At Nature Baby, we believe that what touches your baby's skin should be as pure as possible, while also caring for the environment and the people who make our clothing. That's why we're committed to using the highest quality natural fibres and continually improving our sustainability practices.

We currently accept Visa and Mastercard. We also offer Paypal and Afterpay payment options.

At the checkout step you will see ‘apply gift card’ and ‘discount code’ add the code in the correct box and this will be applied to your order before continuing to checkout.

Some promotions exclude selected collections or sale items. Please check the offer terms or contact Customer Care so we can confirm the discount code is applicable to your order.

Please contact Customer Care. We'll always do our best to help where possible, however some promotions cannot be applied after purchase.

No. Nature Baby gift cards can only be redeemed in the same region they were purchased. For example, a New Zealand gift card can only be used on our New Zealand website for orders delivered within New Zealand. Likewise, Australian and US gift cards can only be used on their respective regional websites.

If you enter your gift card at checkout and it says it is invalid, this means it has not been linked to your account. Please contact Customer Care so they can link it for you to use.

If you or your recipient haven't received your digital gift card, please check your junk or spam folder first. If it's still missing, please contact Customer Care. We'll be happy to investigate and resend the gift card if needed.

Please view our Privacy page.