How do I know my order has gone through?
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 firstname.lastname@example.org
The item I’ve seen online no longer seems to be in stock?
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
What are your lay-by terms and conditions?
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
- 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.
What happens if Babycity cannot supply an item I have ordered?
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.
What is Afterpay?
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
What is HUMM?
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.
What is Online EFTPOS?
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.
How long are credit vouchers valid for?
Credit vouchers are valid for 12 months from the date of issue.
Can I use a credit voucher in another Babycity store?
Yes, the vouchers can be used in any of our stores throughout New Zealand.
How do I know my order has gone through and payment has been confirmed?
Once your order has been confirmed, you will receive an ‘Order Confirmation’ email with your order details.
I can’t log into my account
- 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.
I’ve forgotten my password or need to reset my password
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.
I’ve sent an email to customer service and have not had a reply
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.
What do I do if I have not received an order confirmation email from you?
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 'email@example.com' 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.
Does my existing bubclub™ points transfer to this new 2021 loyalty program?
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.
What if I haven’t purchased anything in the last 24 months?
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.
How do I know when I reach a special tier?
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.
How do I receive and use my 5% off gift voucher for joining bubclub™?
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!
How do I receive and use my 5% gift voucher for Mother’s Day, Father’s day and Grandparents day?
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!
How do I shop with my special tier online?
Simply log into your bub club account online to shop.
How do I shop with my special tier in store?
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).
Does my existing bubclub™ card still work instore?
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.
How do I contact babycity® if I have a question about my bubclub™ account?
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’.
I think I may have more than one account, how do I merge these?
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.
How long does my special tier last for?
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.
How can I check my points balance?
You can sign in online to view your points balance, or see your latest balance on your receipt from in store.
How do I update my bubclub™ account information?
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.
If there is a product recall on something I have purchased, will I be notified?
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.
How do I create my 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.
Can I keep adding to the registry, even after initial set up?
Yes you can easily add, remove or replace items on your registry to match your needs.
How do I share my gift registry?
You can quickly and easily share your gift registry by email, or by copying and pasting your gift registry link to share it.
How do I purchase off a registry in store and online?
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.
Can I choose to have the gift I buy sent directly to the recipient? Or to myself?
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 $5 will apply.
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.
Am I notified when items on my registry are purchased?
Items are marked off your gift registry once purchased, simply login to your registry to see what has been purchased.
What happens if something on my registry becomes out of stock, or is discontinued?
Items will no longer be available to purchase. If it becomes available again, it will be able to be purchased.
An item was on sale when I put it into my gift registry and now it is not?
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
How do I return or exchange an item I received as a gift?
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 there is a recall on an item I received as a gift, will I be notified?
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 and pricing
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.
Can I track my delivery?
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 firstname.lastname@example.org
Please include your order number in any correspondence so we can help you quickly.
Do you deliver overseas?
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).
How long will my order take to arrive?
At this time please allow for a slightly longer wait time on our usual 2-5 working days delivery timeframe. Our courier service provider has advised us of significant delays in the New Zealand postal system. 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 email@example.com 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.
What are your shipping rates?
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.
How will I know when you have received my return?
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.
Is there a cost if I decide to return my item via mail?
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.
What do I do if I have received a faulty item?
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 firstname.lastname@example.org and we’ll be happy to help resolve the problem.
Whenever goods are faulty, damaged or in failure of guarantee we will repair, replace or refund as appropriate. For all faulty returns we require a valid proof of purchase to assess process the return request. You can return a faulty item in-store at one of our 7 nationwide branches, or online by emailing email@example.com. Our helpful team will be more than happy to help find a resolution to your 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.
What is your returns policy?
babycity provide quality brands and products to suit your lifestyle that are built to last. We want you to shop with confidence and ensure you're fully satisfied with your purchase. If for any reason you have concerns please contact us by calling 0800 282 2582 or by emailing firstname.lastname@example.org and we'll be happy to help resolve the problem.
Whenever goods are faulty, damaged or in failure of guarantee we will repair, replace or refund as appropriate. For all faulty returns we require a valid proof of purchase to assess process the return request.
You can return a faulty item in-store at one of our 7 nationwide branches, or online by emailing email@example.com. Our helpful team will be more than happy to help find a resolution to your issue.
Change of Mind Returns
If you change your mind on a purchased product for any reason, we offer the following two options
- Exchange of good/s to value there of
- Credit note to the value of returned item/s., our team are more than happy to exchange the goods or issue a credit note to the value of the returned item.
Provided the following conditions are met:
- The goods are returned within 14 days of delivery
- The items are returned in their original condition – unused, unwashed condition with labels and packaging intact
- A valid proof of purchase is provided
Unfortunately, due to hygiene reasons, we are unable to accept ‘change of mind’ returns on the following items so please choose carefully:
- Toilet trainers
- Breast pumps
- Maternity and Nursing bras
We will accept change of mind on bottles, teats and soothers which are in sealed original packaging when returning; we will not accept the return of these items if the seal has been broken due to hygiene reasons.
Where you have changed your mind you can exchange your items in-store, or you can return it to our webstore, however the freight charges will be at the expense of the customer. 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.