FREE SHIPPING ON ALL ORDERS OVER $75
FAQs
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Orders
We allow customers to pay by direct transfer, PayPal and credit card.ย
Once an order is sent from our headquarters, it is out of our hands. Check the tracking number you were emailed from us and get in touch with NZ Post if you are concerned your parcel has been lost.ย
As we try to ship items as quickly as possible, orders can only be cancelled before the item is passed to theย postie. Get in touch with us as soon as you can to cancel, however if the item has been shipped then we will need to go through the returns process.ย
Woopsies! If this happens, get in touch with us atย info@billandmae.co.nzย and we will sort that out for you! You will need to ship the item back to us. Once received at our end, we will send you the correct item at no further cost to you.ย
Don’t panic! It happens ๐ get in touch with us asap at info@billandmae.co.nz and we will give you the bank account details so you can complete your purchase.
Delivery
We provide tracked shipping within New Zealand and Australia. We charge a flat rate for each:
- NZ – $6
- Australia – $20
Check out our shipping page for more detail.
Items should arrive within 3-5 working days nation-wide after being dispatched.ย ย
Shipping is provided through the NZ Post Courier service. We do our best to ship items the day after ordering.ย ย
Once we send the item, it is out of our hands so please contact NZ Post if there is an issue with delivery after you have been received shipping confirmation from us.ย
We grew up in rural Hawkeโs Bay and know the disappointment when rural shipping costs an arm and a leg. We decided to even it out across all our customers in the form of a flat rate simply because it feels right to us!ย
You can add, edit and delete addresses when you log into your account.ย ย ย
If you need to change your address after you have placed an order, please call or email us as soon as possible. We aim to ship your parcel the day after it is ordered. Once it is shipped, you will need to contact NZ Post with the tracking number you have been assigned.ย
Returns and Exchanges
Absolutely! Orders must be sent for return within 14 days of being delivered. See our returns policy for more details.ย
Yes! If the item is the wrong size, or you were gifted something that isn’t quite right, we are able to provide exchanges for either another product or a store credit.
We will do our best to meet your needs, however due to the unique, handmade nature of our goods we may need to offer you a store credit in place of your original item.
Please read our returns policy for more details.ย
If you have chosen to exchange an item for store credit, you will be given a unique coupon to use at check out. Your credit will be the value of the item you exchanged.ย
Products
We totally get the feeling of wanting to buy a gift, but not knowing for sure whether it is right. At the moment we offer easy exchanges, however we are working on a gift card feature.ย ย
Follow us on social media to be notified when gift cards go live!ย
Anything we can! Upcycled merino makes a snuggly lining forย clothing,ย towels are used to make dribble bibs super absorbent and beautifully thick woolly blankets makeย gorgeousย coats.ย
We buy new cotton, PUL, bamboo and cottonย lycraย material, which enables us to support local Kiwi/Australian designers and manufacturers and keep our products looking fresh!ย ย
All our liners and nappies use new material for sanitary purposes.ย
Every decision is made through aย lensย of reducing ourย impact on our beautiful planet. We are consciously designing and refining our packaging to be biodegradable or recyclable, usingย RePackย products to help achieve this. Abi has come up with a way to make reusable patterns, and works out of their off-the-grid home (solar power all the way!)ย
All material that is upcycled into our products are stripped and sanitised in accordance with the Clean Cloth Nappies Guidelines before being incorporated into our goods.
All our designs are tested by Abi before becoming available to you! Her recommended care instructions can be found here: Product Care
