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SHOP Customer Care Returns & Exchanges
Returns & Exchanges
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.
- Let us know via email first.
- Return your purchase within 100 days of purchase date.
- Return in perfect condition, unused with all packaging nice and intact.
- Return at your own expense and packaged up well (we recommend tracking/signature too).
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. Oeuf Furniture is specifically excluded from the 100 day return policy. 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!
- Check your order confirmation email and make sure that you ordered what you wanted.
- If something is missing - search all the packaging thoroughly before throwing it away, and check inside any other product boxes.
- Email us (reply to your confirmation email) with the details and we will contact you with further instructions.
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!
- Let us know via email as soon as possible with a description of the problem (reply to the confirmation email).
- Send us a photo if you can - it really speeds up the process (and we ask you to do this anyway!).
- We will contact you via phone or email with further instructions.
- Your item will be replaced, repaired, refunded or a credit provided depending on the situation.
- All warranty claims will be dealt with individually - follow the steps above.
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.
