FAQs

We are here to make your life as easy as possible! If your question is not listed below, get in touch - we don't bite!

Orders

What payment options do you have?

We allow customers to pay by credit card, direct debit or PayPal.

Am I able to cancel an order?

As we try to ship items as quickly as possible, orders can only be cancelled before the item is passed to the 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. 

I've lost your bank account info for the direct transfer!

Don’t panic! It happens :) get in touch with us asap at billandmaebaby@outlook.com and we will give you the bank account details so you can complete your purchase.

Delivery

How much does shipping cost?

We provide tracked shipping within New Zealand and Australia. We charge a flat rate for each:

  • NZ – $6
  • Australia – $20

Can I change my delivery address?

You can add, edit and delete addresses when you log into your account.   

If you need to change your address after you have placed an order, please get in touch 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.

I haven't received my order yet...do you know where it is?

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. 

Items should arrive within 3-5 working days nation-wide after being dispatched.  

Shipping is provided through the NZ Post Courier service. We do our best to ship items the day after ordering.  

Returns and exchanges

Can I return an item?

Absolutely! Orders must be sent for return within 14 days of being delivered. See our returns policy for more details. 

Can I exchange an item?

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. 

I have a store credit from an exchange...how does it work?

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. 

Products

Can I buy a gift card?

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.  

Follow us on social media to be notified when gift cards go live! 

What materials do you up-cycle?

Anything we can! Up-cycled merino makes a snuggly lining for clothing, towels are used to make dribble bibs super absorbent and beautifully thick woolly blankets make gorgeous coats. 

We buy new cotton, PUL, bamboo and cotton lycra material, which enables us to support local Kiwi/Australian designers and manufacturers and keep our products looking fresh!  

All our liners and nappies use new material for sanitary purposes. 

What else are you doing to reduce your environmental impact?

Every decision is made through a lens of reducing our impact on our beautiful planet. We are consciously designing and refining our packaging to be biodegradable or recyclable, using RePack 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!) 

What is your sanitisation process for up-cycled materials?

All material that is up-cycled into our products are stripped and sanitised in accordance with the Clean Cloth Nappies Guidelines before being incorporated into our goods.