Frequently Asked Questions

You can return most items within 7 days of purchase for a store credit provided the item is unused, in its original packaging and you have proof of purchase. Return freight is at your cost.

Please note: we don't offer cash refunds for change-of-mind purchases, so we encourage you to choose carefully, especially for larger items. The following products can't be returned: nappies, wipes, toiletries, formula, opened mattresses, DVDs, software, gift vouchers, and sale or end-of-line items.

If your product is faulty or not as described, that's a different story, we'll provide a remedy in line with the Consumer Guarantees Act, and you won't be left out of pocket. Get in touch with us as soon as possible if something's not right.

We aim to dispatch all orders within 1–2 business days of receiving them and you'll get an automated email with your tracking number once it's on its way.

Estimated delivery times from dispatch:

• Auckland: 1–2 working days
• North Island: 2–3 working days
• South Island: 3–5 working days
• Rural areas: allow up to 8 working days

If you're in Auckland and need something quickly, Click & Collect is free and available from our East Tamaki store, usually ready the next working day if you order before 1pm.

Yes, we have two buy now, pay later options:

Afterpay: Split your purchase into four equal fortnightly payments. Available on orders up to $1,000. Note: purchases over $800 require a credit card (not debit). Your order ships immediately.

Gem Visa Interest Free: Spread payments over 6 months (minimum $250 purchase) or 12 months (minimum $1,000 purchase) with no interest during the promotional period. You can apply for a Gem Visa card at checkout if you don't already have one.

Both options are available online and in-store.

Car seats are matched to your child's age, weight, and height - here's a quick guide:

• Infant capsule: Designed for newborns and young babies (typically up to ~6 months / 6kg). Rear-facing, detachable from a base, great for not disturbing a sleeping baby.
  
• Rotating car seat: Swivels 360° for easier loading and unloading — popular for babies and toddlers. Stays in the car on a fixed base.
  
• Convertible car seat: Grows with your child from around 6 months, used rear-facing first, then forward-facing. A longer-term investment.
  
• All-in-one car seat: Designed to last from baby through to primary school age across multiple modes. Best value over time if you want one seat for the journey.
  
• Booster seat: For older children who've outgrown a harnessed seat, typically from around 4 years up. Uses the car's seatbelt.

Not sure which is right for you? Chat with us via live chat, call 0800 379 543, or visit our Auckland showroom - our team can help you compare options in person.

Yes. Our showroom is located at 62 Kerwyn Ave, East Tamaki, Auckland 2013 and is open:

• Monday to Friday: 9am – 4:30pm
• Saturday: 10am – 2pm

We'd recommend visiting if you're deciding between prams, car seats, or nursery furniture - being able to test them in person makes a big difference. You can also Click & Collect your online order from the same location, free of charge. Please note our showroom is Auckland only; we don't have stores in other regions.

Yes, we offer a Price Match Promise. If you find an identical product at a lower price from a New Zealand-based baby retailer, we'll match it, both online and in-store.

To be eligible:

• The competitor must be a NZ-based baby store (not auction sites, liquidation sales, or overseas retailers)
• The product must be the exact same item and colour
• The competitor must have it in stock at the time of your request
• Price match excludes consumables (nappies, wipes, lotions) and cannot be combined with other promotions

To submit a request, use the Price Match form on our website. Include a link to the competitor's product page and a screenshot showing the price and stock availability. Our team will get back to you within 48 business hours.

Yes. We've been selling baby products in New Zealand since 1998 and only stock brands that meet NZ and Australian safety standards. All products are sourced through authorised distributors, not grey market or parallel imports.

Car seats sold on our site comply with NZ/Australian Standard AS/NZS 1754. Nursery products including cots and mattresses meet current Safe Sleep guidelines. We stock well-established international brands including Britax, Maxi Cosi, UPPAbaby, Boori, and Huggies brands with established safety track records and local warranty support.

If you have a specific question about a product's safety certifications or compliance, contact us and we'll give you a straight answer.

Yes, we deliver NZ-wide including rural areas but there are a few things to know before you order.

Rural addresses attract a Rural Delivery surcharge, charged by the freight company. Our online shipping estimates are based on standard metropolitan delivery; if the surcharge for your address exceeds what was collected at checkout, we'll contact you by email to advise the extra cost. If you're not able to pay the surcharge or arrange collection, your order will be held at the nearest freight depot and depot staff will call you when it's ready.

If you're in a rural area and want to confirm freight costs before ordering, get in touch with us first and we can give you an estimate.

Yes. Once your order has been dispatched, you'll receive an automated email with your parcel's tracking number. All deliveries are sent via Track and Trace through Aramex Couriers or PBT Freight, so you can monitor progress online.

If you haven't received your tracking email within 2 business days of ordering, check your spam folder first, then contact us at info@babies.co.nz or call 0800 379 543 and we'll look into it.

We accept the following payment methods:

• Credit and debit cards (Visa, Mastercard)
• Afterpay - 4 fortnightly payments, orders up to $1,000 (credit card required over $800)
• Gem Visa - 6 or 12 months interest-free (subject to approval and minimum spend)

All transactions are processed securely. We don't accept PayPal, cash on delivery, or direct bank transfer.

Nappy sizes are based on your baby's weight, not age. Babies grow at different rates, so weight is the more reliable guide.

Weight ranges vary slightly between brands (Huggies, Muumi, etc.), so always check the packaging. If your baby is between sizes, size up - a bigger nappy is more comfortable than a tight one, and leaks are usually a sign it's time to move up. Still unsure? Our team is happy to help.

Yes - it's called Pram Rewards, and it's free to join. Here's how it works:

• Earn Pram Points on every purchase - 1 point for every $2 you spend (that's 5% back)
• Redeem points for discounts on future orders
• Get $10 off your first order when you sign up

Points don't expire while your account is active, so they build up over time - useful when you're buying nappies, formula and gear across years of parenting.

If your product is faulty or breaks under normal use, you're protected under the New Zealand Consumer Guarantees Act - and we'll provide a remedy. Depending on the fault, that may mean a repair, replacement, or refund.

Here's what to do: contact us as soon as you notice the fault, with proof of purchase. For warranty repairs, you'll need to send the item back to us (return freight is at your cost unless the fault is evident on delivery). Once we've assessed it, we'll let you know the outcome and next steps.

Please don't attempt to repair the product yourself, as this can void the warranty. If you're unsure whether something qualifies as a fault, get in touch and we'll advise.

Not currently - we ship within New Zealand only. We're working on expanding our shipping options, so follow us on Facebook to be the first to know when that changes.

If you're an overseas visitor looking for a specific product, we'd suggest checking with the brand directly for their authorised retailers in your country.