How can we help?
Shipping
What is the shipping policy?
Once your order is placed, you will receive a confirmation email letting you know that our fulfilment team has received your order. Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns.
How much does shipping cost?
Within Australia - Spend $125 or more to get FREE shipping. For orders under $125, there is a flat rate shipping fee of $11.95 for any order within Australia.
To New Zealand – there is a flat rate of $19.95 for shipping to New Zealand for any order size.
Do you ship overseas?
Currently, we ship within Australia and New Zealand. Shipping costs will apply and are added at checkout.
When will my order be dispatched?
Your order will be dispatched within 1-3 business days. During peak times, there may be delays. Our distribution centre is located in Brisbane, QLD.
How long will my delivery take?
All orders are sent by Australia Post. Your order is estimated to arrive in 5-7 business days. Regional and rural areas may take longer. Some deliveries may be delayed due to unexpected volume increases or other delays outside of our control.
Can I track my order?
Yes, once your order is fulfilled, you will receive an email notification with your tracking information. Visit Aus Post and enter your tracking details.
When are pre-orders dispatched?
When we launch new products, we may offer a pre-order option. Pre-order products will state the pre-order timeframe and dispatch times. Please note that if you are ordering in stock items at the same time as pre-order items, all items will be dispatched at the same time. If you require in stock items quickly, consider placing separate orders.
Will I have to sign for delivery?
Aus Post is currently not requiring signatures to help avoid unnecessary contact with staff. If there is not a safe place to leave the parcel, it will be taken to your nearest post office where you have 5-days to collect it. If your order is not collected within 5-days and is returned to NappyLuxe, re-shipment of your order will incur our standard flat rate fees.
Do you offer express shipping?
Yes, we offer express shipping within Australia. Please select this option at the checkout.
Returns
What it the returns policy?
At NappyLuxe, we want you to be 100% happy with your products, and we will happily accept a change of mind return within 30 days of purchase.
The item(s) must be returned in the same condition that you received them: unworn, unwashed, and in the original undamaged packaging with all tags attached.
NappyLuxe reserves the right to refuse returns that fall outside the return period and conditions specified.
NappyLuxe holds no responsibility for misuse of your products including any stains, marks, or discoloring that occurs after the product is used. To get optimal use out of your nappies, please ensure you follow our Wash and Care Instructions provided.
How do I return an item?
To start a return, please contact us. We'll consider your request within 24-48 hours (on weekdays), and we'll provide you with the return address.
When we receive the items, we’ll inspect and assess whether it’s eligible for a refund under the sales terms outlined on this page. We will notify you of the approval or rejection of your refund request. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 5 business days.
NappyLuxe is not liable for the loss of items being returned, so we highly recommend using a delivery service that is traceable and can provide you with a tracking number.
Please note that we do not refund the shipping charges for items returned, unless the items are faulty.
Can I get an exchange?
We do not provide exchanges on any of our products. If you would like a different pattern or alternate item from NappyLuxe, we recommend that you purchase the new item and follow the returns procedure for a refund on your original item.
I have received the wrong item?
If you have received an incorrect item, please contact us so we can resolve this for you.
Who pays for the return shipping?
Unless we have made an error with your order, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
If your return package does not arrive back with us safely, we will be unable to complete your refund, so we recommend using a trackable shipping service or purchasing shipping insurance, and retaining proof of postage until you have received confirmation that your return has been handled.
Warranty
What is the warranty policy?
We partner with ethical, high-quality manufacturers.
Our products are handmade, and we follow a rigorous quality control process to ensure our products all meet our usual high standards.
We offer a 6-month warranty against manufacturing defects on all of our modern cloth nappies, valid from the date you purchased the item.
If you have received a delivery that isn’t up to expectations, please contact us with more information so we can review this for you.
Our warranty is extended to the original customer who has a purchase receipt that displays the date or purchase.
If you have purchased NappyLuxe products secondhand, the warranty is void.
What is covered under warranty?
Our warranty covers:
- Defects with snaps, zippers and closures
- Significant flaws in fabric and stitching
- PUL delamination or disintegration.
What is not covered under warranty?
Our warranty does not cover; leaks, odour, pilling, shrinkage, snags, sun damage, fading, dissatisfaction of print placement, change of mind, fit, sale items, inappropriate storage, accidental damage caused by your washing machine/dryer (e.g. tears and melting) and normal wear and tear.
What will void my warranty?
Our warranty is void if a customer fails to follow our care instructions correctly. This includes and is not limited to:
- Washing above 60ºC
- Soaking nappy covers
- Drying nappy covers in the direct sun
- Tumble drying nappy covers
- Using bleach
- Using fabric conditioner
- Using any caustic substance
- Using a detergent containing bleach, whiteners
- Removing care labels or any other alterations
- Excessive wash routine and/or excessive wear and tear.
How do I make a warranty claim?
Please contact us to request our warranty claim form.
Once the required information has been received, we will assess your claim in accordance with our warranty policy and inform you of the outcome within 2 business days.
Product
How do I wash cloth nappies?
Head over to our "How to wash modern cloth nappies" guide for a detailed run through on storing used nappies, washing, drying and how to prepare them for their first use.
Will my product look exactly as is online?
Print placement may vary slightly from product to product and from that in the product photos. Colour may also vary from the product description on our website due to the differences in device screen colouration, quality and perception.
Are your nappies all the same size?
Yes, our nappies are one-size-fits-most (OSFM) and are all the same size. They can be easily adjusted for newborns to active toddlers (approximately 3.5kg to 18kg). The nappy grows with your baby until potty trained. No need to buy different sized nappies.
Can I use your nappies at night?
Absolutely, they make a great night time nappy and can easily accommodate extra inserts to build the level of absorbency your baby needs. Simply snap in and out extra inserts as required based on your babies needs. Shop premium trifolds and extra cloth nappy inserts.
