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 endeavor to reply to you within 24hrs. If you contact us after hours, on the weekend or public holidays we will endeavor 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.

When you process your order on the payments page the page will confirm your order. You will also receive and email confirmation from Baby City 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 organize a transfer for a small fee if they don’t have the item. Details for all our store locations can be found here

Lay-by as a payment option is available in store only.

If you have found an item/s on babycity.co.nz that you wish to Lay-by, (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

1. Lay-bys are available as a payment option in any physical babycity store
2. A minimum 10% deposit of the full value of the goods is required
3. The item you want to lay-by must have a minimum value of $20
4. Lay-bys up to $300 are valid for 6 weeks
5. Lay-bys $301-$500 are valid for 8 weeks
6. Lay-Bys $500-$800 are valid for 10 weeks
7. Lay-bys $801+ are valid for 13 weeks
8. 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.
9. 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 avaialble 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:

1. A New Zealand credit card or debit card
2. To be over 18 years of age
3. A New Zealand residential address

Humm lets you spread the cost of your purchases over 2.5* months instead of paying the whole lot upfront. You can choose to repay fortnightly in 5 slices or weekly in 10 once approved. There’s no fees or interest for purchases under $1000, if you pay it back in full and on time**.

In order to be eligible to use Humm you need to:

• Be 18 years or older
• Be a permanent resident of New Zealand
• Have a valid email address and mobile number
• Have a New Zealand driver's license or passport
• Be permanently employed working at least 25 hours per week or receiving New Zealand Superannuation or Veterans pension
• Not be undischarged bankrupt or have reasons to believe you may become insolvent

For more information around paying with HUMM 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.

Yes. The $ amount you have spent in the last rolling 12 months,will automatically transfer into the $1 = 1 point formula. You will not need to do anything - we will just notify you when this happens.

If your account hasn’t been active since September 2019 or prior, you will need to create a new account. Sign up here

You 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.

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 bub club 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).

Your bubclub™ card from prior to September 2021 will no longer be scannable in our new system, but not to worry - your account will still exist and our team can find it using your name, email address or phone number on our operating system. If you wish to receive a new bubclub™ card linked to your account, our team can issue you an updated card - just contact us to let us know here.

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 sign in online to view 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 instore 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.

To track your delivery once you have received a confirmation email, please go to www.pbt.co.nz and enter your tracking reference. 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 help you quickly.

We will gladly accept orders from overseas, but they must be shipped and for a New Zealand address. babycity.co.nz will ship anywhere in New Zealand (excluding the Chatham Islands and PO Boxes).

Please allow 2-5 working days for delivery. During times of high order volume (such as during a One Day 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 P.O.Boxes, it must be a physical address.

FREE DELIVERY for any orders over $100 when delivered within New Zealand*

$5 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 and PO Boxes.

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.

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 reasonable and appropriate with proof of purchase. Please get in touch with our team on 0800 282 2582, or simply pop into one of our 7 stores nationwide and our team would be more than happy to help resolve the issue.

In all returns, we do require proof of purchase, however if you are purchasing items with your Bub Club account, our team will be able to review previous purchases in store for you.

If you have any other questions regarding returns and exchanges, please give our team a call on 0800 282 2582.

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 reasonable and appropriate with proof of purchase. Please get in touch with our team on 0800 282 2582, or simply pop into one of our 7 stores nationwide and our team would be more than happy to help resolve the issue.

Change of Mind
If you change your mind on a purchased product for any reason, our team are more than happy to replace the goods or issue a credit note to the value, providing it is within 14 days of purchase and they are returned in their original condition with proof of purchase.

Unfortunately, due to hygiene reasons, we are unable to accept ‘change of mind’ returns on potties, toilet trainers and breast pumps.

Where you have changed your mind you can either pop into your most convenient store, or you can return it to our webstore, however this would be at your cost. Our team will email you as soon as your goods arrive.

In all returns, we do require proof of purchase, however if you are purchasing items with your Bub Club account, our team will be able to review previous purchases in store for you.

If you have any other questions regarding returns and exchanges, please give our customer care team a call on 0800 282 2582.