Easy Return & Exchange Policy
UrbanBaby understands that Internet shopping is different from being able to pick-up and hold items the way you do in a conventional store. That is why we promise to provide the best products possible. However, if you are in any way unhappy with your purchase we will cheerfully exchange, refund or provide a credit for most things you would like to send back.
Please let us know via email (just reply to your confirmation) what you would like to return, and we will email you your Return Authorisation Number, instructions and address.
Exceptions: Custom made/special order/personal care/medical/final sale items can not be returned. Bulky items may incur a restocking fee.
Click here to read our full Terms & Conditions.
Missing Items & Wrong Product Received
Hey! That's not what I ordered! We sent the wrong item? Something is missing from your order?
It doesn't happen very often but don't worry, just follow this simple process and we will work it out together!
Faulty Products & Warranty Claims
Oh no! Your product appears to be faulty? Damaged during delivery? Having trouble getting something to work?
Do not stress - get in touch and we will make sure that it is sorted asap!
Exceptions: Sometimes when we cannot determine if a product is faulty via photos, so you may need to send it back to us at your cost. Don't worry, if it is deemed faulty we will reimburse the postage cost.
Refunds for Original Shipping Costs on Faulty Items
Original shipping costs will be refunded on products deemed faulty, but only if reported faulty within three months after our shipping date. If you purchased more than one item in any single shipment, only the difference in costs of shipping the faulty item will be refunded. N.B. Shipping costs on items sent outside of Australia are not refundable.