FAQs
here's where you can find all the answers to common questions
Shopping
Gift station gift cards are to be treated like cash and you must have the physical card in-store with you to redeem the balance. You cannot redeem the gift station gift card if it’s not present.
When you process your order on the payments page the page will confirm your order. You will also receive and email confirmation from babycity® that we have received your order. If you do not receive the order please check your 'junk mail' folder just in case. If you still have not received and email please contact us at info@babycity.co.nz
If an item is sold out or not currently available online it will say ‘In-Store Only’. If you wish to purchase one of these items please phone your nearest store and they will check whether they have it in stock. They may also be able to organise a transfer for a small fee if they don’t have the item. Details for all our store locations can be found here
Layby as a payment option is available in store only.
If you have found an item/s on babycity.co.nz that you wish to layby, (excluding online only specials) please refer to the store locator to find your local babycity store and we can set this up for you. Please note; in-store and online specials may vary
Babycity in store Lay-by Terms & Conditions
- Lay-bys are available as a payment option in any physical babycity store
- A minimum 10% deposit of the full value of the goods is required
- The item you want to lay-by must have a minimum value of $20
- Lay-bys up to $300 are valid for 6 weeks
- Lay-bys $301-$500 are valid for 8 weeks
- Lay-Bys $500-$800 are valid for 10 weeks
- Lay-bys $801+ are valid for 13 weeks
- Overdue or cancelled Lay-bys incur a 10% administration fee which will be charged on any cancelled Lay-by. The 10% administration fee is calculated as 10% of the original Lay-by amount.
- End of season sales, or clearance item lay-bys require a 50 percent deposit and are valid for 2 weeks.
If an item you ordered is no longer available we make all attempts to locate the item from one of our stores nationwide. If we are unable to source the missing item we'll communicate directly with you to let you know that we'll send part of your order and refund you for any items not supplied.
Afterpay lets you pay for your purchases in 4 payments, every 2 weeks. There are no fees or interest for purchases up to $2000, when you pay on time and in full.
To be eligible to use Afterpay you need:
- A New Zealand credit card or debit card
- To be over 18 years of age
- A New Zealand residential address
For more information around paying with Afterpay please check out our info page here or contact our friendly customer care team on 0800 282 2582
Online EFTPOS lets you pay for your online purchases straight from your smartphone, all you need is your mobile number and the participating banks app. Participating banks are ASB, The Co-operative Bank, Heartland and Westpac.
For more information around paying with Online EFTPOS please check out our info page here or contact our friendly customer care team on 0800 282 2582.
Credit vouchers are valid for 12 months from the date of issue.
Yes, the vouchers can be used in any of our stores throughout New Zealand.
Technical
Once your order has been confirmed, you will receive an ‘Order Confirmation’ email with your order details.
When you shop with us or access your account, we will ask you to sign in.
If you find that your email address or password is not recognised, please check you’re using the same email address and password you used when you registered with us.
If you can’t remember your password, simply click on the ‘Reset my Password’ link in the Sign in page and we’ll email you a link to reset your password. You can change your password, email address or any other details at any time by signing into My Account.
If you send us an email between 8:30am - 5:00pm Monday to Friday with any query our team will endeavour to reply to you within 24hrs. If you contact us after hours, on the weekend or public holidays we will endeavour to reply to you within 48hrs.
If you do not receive a confirmation within 12 hours of placing your order we recommend you check your Spam filter settings and look through your Junk folder, in case our emails are going in there. To stop this from happening, please add 'info@babycity.co.nz' to your email address book.
If this is not the case, then the incorrect email address may have been entered on the order. Please check your account details to ensure your email address is spelt correctly and it's your valid email address.
If you are still unable to work out why you are not receiving a confirmation email then please email our Customer Care team and we will look into this for you.
bubclub
If your account hasn’t been active since September 2019 or prior, you will need to create a new account. Sign up here
If you require a receipt for a purchase made with your bubclub™ account prior to September 2019, please contact us so we can retrieve this information for you.
Your will receive an email notification, or our team will let you know in store. If an email doesn’t come through, please check your spam inbox.
Your bubclub™ points level and tier will show when logged in to your account on babycity.co.nz
If signing up instore, the 5% gift voucher will automatically be applied to your first purchase. This voucher applies to full price items only.
If signing up online, this gift voucher will be sent to your email address provided, and can be used in store and online, valid for 60 days. Happy shopping!.
This gift voucher will be sent to your email address provided, and can be used in store and online, valid for 30 days. This voucher applies to full price items only. Happy shopping!
Simply log into your bubclub™ account online to shop.
At checkout, our team will ask you for your bubclub™ information to ensure your points are being added. They will ask for your email address, name and/or phone number to find you in our operating system. Alternatively if you have a new bubclub™ card, you can scan it at the counter upon purchase (this applies to new cards issued from September 2021).
You can contact our friendly team directly on 0800 BUB CLUB (0800 282 2582) Monday - Friday 8:30am - 4:30pm. Outside of these hours, please email info@bubclub™.co.nz with the subject line ‘bubclub™ points’.
Please contact babycity® with your name, phone number, email addresses you may have provided OR simply the bubclub™ card number associated with your accounts; and we can merge any duplicate accounts found.
To maintain your special tier, simply keep within the spend tier inside of the 12 month period. The more you spend, the more you are rewarded. bubclub™ points are valid for 12 months rolling.
You can contact our web chat or local store for your points balance, or see your latest balance on your receipt from in store.
Simply sign in to your account online, and fill out your updated or missing information. Our team can do this for you as well, so please ask our friendly team in-store to update your details at your next babycity® visit.
Yes, if you have purchased an item with your bubclub™ account and it has a recall, you will be notified via email immediately if this affects you, along with further information on actions.
Gift registry
You can create your gift registry online, and items on your registry can be bought through our website or in store. To create your gift registry, you must first sign up to our bubclub™, OR if you are already a member, login here.
Once logged in, you can then create a registry from your account page, in the gift registry tab. You can create more than one registry.
Yes you can easily add, remove or replace items on your registry to match your needs.
You can quickly and easily share your gift registry by email, or by copying and pasting your gift registry link to share it.
To find a registry online, click on the URL sent from the registry creator, or if they've made it public you can search for their registry by name.
If you are in-store, please let our friendly team know you are purchasing from a registry, and they can search for it by the gift registry creators name. Once your gift is purchased, ensure the staff member has marked that item as bought on the registry, so there are no double ups! This also applies if you are placing an order with a store over the phone.
Yes, if the recipient has added their address to be shown at checkout, this will show if you are purchasing from their shared link. Alternatively, you can simply change the delivery address at checkout to the recipient’s address, or let store staff know the address you want to send it to. If your purchase is under $100, a freight charge of $7 will apply. If your purchase is a big and bulky item a separate bulk item charge may apply, this will be displayed on the product page and in your checkout.
Please factor in 2-5 working days for delivery before your event, however this may be longer for rural addresses, or during high-demand sale periods such as Christmas and public holidays.
Items are marked off your gift registry once purchased, simply login to your registry to see what has been purchased.
Items will no longer be available to purchase. If it becomes available again, it will be able to be purchased.
At babycity®, we act quickly in adjusting prices to stock levels offering promotional discounts for a limited time. We are unable to adjust the pricing after the promotional period has finished.
We run promotions throughout the year, the best way to stay informed about our promotions and new releases is to sign up for our email newsletter if you haven't already, and follow us on facebook and instagram
Our returns policy applies to all items purchased off a registry. You need to provide details such as purchase date, price and purchase location from your gift giver for any returns or warranty purposes.
If an item is recalled, an email is sent to the person who purchased the gift. If you receive an email regarding an item you gave as a gift, please contact the recipient and advise them to contact us for more information.
bubclub™ points are awarded to the person making the purchase from the gift registry. To ensure points are awarded correctly, you need to be logged in at time of purchase, or, let our in-store team know your account details. bubclub™ points cannot be transferred to another person. Any pricing discounts will be based on your current bubclub™ tier status.
Learn more about bubclub™ rewards here.
Delivery
To track your delivery once you have received a confirmation email, please go to www.pbt.co.nz and enter your tracking reference. Once your item is with PBT, they are the best people to contact with any delivery questions.
If you still require support after contactnig PBT, please contact us at info@babycity.co.nz
Please include your order number in any correspondence so we can help you quickly.
We will gladly accept orders from overseas, but they must be shipped to a New Zealand address. babycity.co.nz will ship anywhere in New Zealand (excluding the Chatham Islands, PO Boxes and private bags).
At this time please allow for a slightly longer wait time on our usual 2-5 working days delivery timeframe. Please be advised, during times of high order volume (such as during a Flash sale) and public holidays this delivery period may take longer. This is subject to stock availability.
If your order does not arrive within this timeframe, please contact us at info@babycity.co.nz Please include your order number in any correspondence so we can assist you quickly.
All orders are delivered by Peter Baker Transport Ltd. Once your order has been shipped, you will receive a confirmation email including a Track & Trace number for your package. To track your delivery please go to www.pbt.com and enter your tracking reference.
Please note, babycity® does not deliver to the Chatham Islands, P.O.Boxes and private bags, it must be a physical address.
FREE DELIVERY for any orders over $100 when delivered within New Zealand*. For specific Big and Bulky nursery items (Nursing Chairs, Wooden Cots and Bassinets) a separate bulk item charge will apply, this will be displayed at the checkout.
$7 freight charge applies for any orders under $100 (unless otherwise stated or as part of any promotion) when delivered within New Zealand*
*This excludes the Chatham Islands, PO Boxes and private bags.
Click & Collect
- Order pick up confirmation email
- Valid photo ID to match the order upon pick up
Pick up your Click & Collect from the check out counter at your nominated store.
Yes, family and friends can collect your order on your behalf. To ensure a smooth and secure pick up, we require you to arrange this prior to time of collection by calling your chosen store for collection, with your order number. The nominee will also require a copy of the order confirmation and valid ID to match the approved name for collection.
We hold Click & Collect orders for 7 days after you receive your "Ready for Collection" email.
If you do not collect your order within 7 days, we reserve the right to return your items to stock. Please note there may be a waiting period of 3-4 business days for reordering. If you require an extended pick up period please contact your nominated store to notify them.
To be eligible to place a Click & Collect order, all the items that you have added to your cart need to be available at your chosen store. If you are seeing an 'Out of Stock' message in the cart or 'Select Pickup' pop up window, one or more of your items are not available at your preferred store and the order is not eligible to be Click & Collected. Please remove these affected items to proceed.
Unfortunately, no changes can be made once your order has been processed online. However, you are welcome to exchange or process a credit in store upon collection.
Should you wish to cancel your Click & Collect order get in touch with your nominated store team, provide your order number and we will facilitate your request and arrange an exchange or store credit.
If you have any questions or require further assistance, feel free to reach out to us at 0800 BUB CLUB (282 2582) or weborders@babycity.co.nz.
Returns
If you would like to exchange or return your items for any reason, this can be arranged either in-store, or through our Web Store. However, the freight charges back to our Web Store will be at the expense of the customer.
Online orders can be returned within 30 days of delivery, and in-store purchases can be returned within 14 days of purchase, so long as the product meets our returns criteria below.
To process an online return, please contact us via email at info@babycity.co.nz. We will contact you to advise you on the next steps, please don’t return items until we have got back to you to ensure you provide all the relevant information.
We're with you on your parenting journey, so if you need to return an item, at our discretion, we will happily offer you a store credit or equivalent exchange, but please note:
- you MUST provide proof of purchase, date and amount;
- you MUST return the goods within 14 days of purchase, along with any promotional items included with the purchase;
- the item must be re-saleable, e.g ensure items are new, unused, unopened, in original packaging, unwashed and with labels intact;
- clearance products are excluded;
- please choose carefully as certain products like maternity / nursing bras, breast pumps and accessories, all toileting products, reusable and swim nappies; are excluded for hygiene reasons.
babycity provide quality brands and products to suit your lifestyle that are built to last. We believe you will be fully satisfied with your product, however if you have any concerns please contact us by calling 0800 282 2582 or by emailing info@babycity.co.nz and we’ll be happy to help resolve the problem.
Hassle Free Returns
Whenever goods are faulty, damaged or in failure of guarantee we will repair, replace or refund as appropriate. For all faulty returns we require valid proof of purchase to assess the return request, however, if you are purchasing items with your Bubclub account, our team will be able to review previous purchases for you. You can return a faulty item in-store or online by emailing info@babycity.co.nz. Our helpful team will be more than happy to help find a resolution to your issue.
If you have a product that requires an assessment and or repair, please note that:
- Faulty products must follow a supplier warranty assessment process. We reserve the right to repair the item if it’s possible to do so before replacing or refunding.
- The cost of shipping the product back to us will be at the customer's expense.
- For faulty returns and repairs outside of the products' warranty period, please note that the cost of freight and replacement or repaired parts will be at the customer's expense
If you have any other questions regarding returns and exchanges, please give our team a call on 0800 282 2582.
If you would like to exchange or return your items for any reason, this can be arranged either in-store within 14 days of purchase. You can choose to return through our Web Store, however, the freight charges back to our Web Store will be at the customer's expense.
To process an online return, please get in touch with us within 14 days of purchase via email at info@babycity.co.nz. We will contact you to advise you on the next steps, please don’t return items until we have got back to you to ensure you provide all the relevant information.
If you would like to exchange or return your items for any reason, this can be arranged either in-store, or through our Web Store. However, the freight charges back to our Web Store will be at the customer's expense.
To process an online return, please contact us within 30 days of purchase via email at info@babycity.co.nz. We will contact you to advise you on the next steps, please don’t return items until we have got back to you to ensure you provide all the relevant information.
With online returns, we allow a 30 day returns period to account for the time packing and delivery period which does not occur with in-store purchases.
Clearance returns: In the case of a Clearance change of mind returns, we offer a credit or exchange. Clearance products are non refundable.
In the event of a faulty Clearance return, this will follow the same faulty product assessment and repair process as any other product. Please refer to the Faulty Returns FAQ for further information.
Clearance Car Seats: Please be assured that there are no product faults with clearance model capsules, convertible car seats and booster car seats. They are simply discontinued lines or marked down in price due to their product manufacturing date. We would never sell a car seat close to or past it’s recommended life span.
One of our babycity® team will contact you via phone or email once your package arrives. We recommend sending this via track and trace so you can keep track of your item.
If you decide to return your purchase to us via post or courier you will need to pay the postage costs. These will vary depending on the size of the item and your location. We’ll notify you via email as soon as we receive your return.
