Terms & Conditions, Store Policy and Availability
Important: Your Order Confirmation Email
Please check your order confirmation email thoroughly. If there are any errors or changes please email us immediately. Please note that changes can not be made once your order is shipped. If you are sending your package to somewhere other than the billing address, both addresses will appear on your Order Confirmation Email. Urbanbaby can not be held responsible for incorrect or incomplete delivery addresses. If you are shipping to a Business, please include the Business name and floor if applicable.
If you do not receive an Order Confirmation Email you may have entered an incorrect email address. Please email us and we will correct the email address and send you a copy of your order and your order number.
All order cancellations must be emailed or sent in writing. Your order is considered current unless canceled in writing (via email) by either the customer or UrbanBaby. Orders can not be canceled after they have been shipped.
UrbanBaby product availability is updated daily however sometimes items do sell out between this time and when you have placed an order. If items are sold out or if there are any delays we will notify you as soon as possible.
All prices are listed in Australian Dollars and include 10% GST. UrbanBaby reserves the right to change prices without notice. Orders that are shipped outside of Australia are GST exempt and the GST will be deducted from your order.
Cost of Shipping
Please see our Postage & Handling page for a full explanation of shipping costs and other information.
In rare cases the correct shipping costs may not show at the checkout. UrbanBaby reserves the right to change the shipping costs of your order & will contact you to advise if there is any change to your shipping costs. In this case you will be asked to accept the charge before we ship your order. You or UrbanBaby may choose to cancel your order if you do not accept the shipping charge.
Credit Card: we accept Visa & Mastercard credit cards only. Credit card transactions are processed through eWay, a highly respected and extremely secure payment gateway.
ZipPay: ZipPay is available for purchase over $75 excluding shipping
Other: we also accept EFT/Direct Deposit, Australia Post Money Orders, Bank Cheque and Personal Cheque however when paying by these methods goods can only be dispatched when deposits/cheques/money orders have cleared to UrbanBaby. Please select your payment method at the checkout. Our payment details are emailed to you with your order confirmation.
Cash: We accept cash payments when you pick up your order from UrbanBaby. Please ensure that you bring the correct change as we do not carry cash on premises
Note: Unpaid Orders – Items are returned to stock when payments are not received within the following time after placing your order; non-sale items – 3 days; sale items – 2 days.
We trade in Australian Dollars only.
UrbanBaby delivers to most countries Worldwide (Excluding furniture & Bulky items).
For those countries that are not listed at the checkout please e-mail us with your order and we will confirm payment and shipping cost.
Please note that the shipping cost does not include duties and taxes that may be applicable in the receiving country. You will be liable for such charge.
We reserve the right to request further identification if required and to cancel orders when further identification is requested, but not received or found to be unsatisfactory.
Return and 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 return/exchange the item/s provided:
It is suggested that you send your return package by Receipted Post or Express Post, as UrbanBaby cannot be held responsible for any product lost/damaged in transit.
If you have requested a refund, a credit will be issued via the same payment method used within 7 days of receipt of returned goods, provided the R.A.N. (Return Authorisation Number) is clearly marked on the package.
Please note that refunds, exchanges or credits cannot be given for special order or custom made items (unless deemed faulty).
If exchanging the item you may select an alternative product, however if the replacement item is priced higher than the item exchanged you will be required to pay for the difference.
We charge a minimum shipping charge when replacing goods (unless faulty, please read below).
If your order was shipped for free because it was over our minimum spend for free shipping, but falls under this amount after items have been returned, a refund will be given less the normal shipping amount for orders under $150.00.
Exceptions to Returnable Products
Products offered on Sale are not returnable unless faulty. This type of sale is considered final. From time to time some products may be offered at a discounted price due to slight damaged or a small fault, this will be detailed on the product page. These items are also not returnable and the sale is considered final.
All Oeuf Furniture purchases not returnable. This type of sale is considered final.
Missing Item, Damaged in Transit or Dead on Arrival
Please ensure you open your parcel, check all items are included and are undamaged, and any electrical items or battery operated items are working and in good order on receipt. Claims for missing or damaged items can not be accepted after 7 days of receipt. Electrical or battery operated items deemed 'dead on arrival' will be replaced with a new item but only if reported to us within 7 days of receipt. After 7 days we are restricted to the manufacturers warranty replacement or repair conditions.
Products Deemed Faulty
UrbanBaby prides itself on quality control and checks all products to the best of its ability before sending them out.
If however you believe you have a product that is faulty, please call or email us as soon as possible during business hours, with your purchase details and to obtain a Return Authorisation Number (RAN) (for internal tracking purposes). Often problems can be resolved immediately. In some cases you may be directed to the manufacturers service department or to email us a photograph of the damaged goods.
Refunds for Original Shipping Costs on Faulty Items - Original shipping costs will be refunded on products deemed faulty, but only if purchased within three months of being reported faulty. If you purchased more than one item in any single shipment, only the difference in costs of shipping the faulty item will be refunded. Shipping costs on items sent outside Australia are not refundable.
Note that UrbanBaby makes no warranties or representations of any kind for the products being offered. Any warranties made are by the manufacturers themselves. Normal warranty periods apply and vary depending on the individual product.
Packages Damaged in Transit
UrbanBaby takes great care when packaging your order and rarely have our packages been damaged in transit. In the unfortunate case that your order does get damaged please email us with a description of the damage and, if possible a photograph of the damaged goods. Also please note the following: -
Deliveries within Australia
We consider any damage or loss of goods on a case-by-case basis however most packages are covered by UrbanBaby, provided you have not asked for a package to be left at a premises without obtaining a signature by our driver.
In the unfortunate case that your order does get damaged please email us with a description of the damage and, if possible a photograph of the damaged goods.
By placing an order with UrbanBaby you authorise us to send you our promotional emails, exclusive sale offers and new product updates from time to time. If you do not wish to receive our promotional emails, please reply to your order confirmation with the title 'unsubscribe' in the subject line.
Refusal to supply services or products
UrbanBaby reserves the right to cancel an order or an item from an order if we are unable to supply that item due to it being discontinued for any reason, or if that item has incured a price increase that was unknown to us at the time of advertising. We may also refuse or discontinue supply or services of any products without notice to persons who are deemed to engage in conduct or activities that UrbanBaby believes violates any of the afore-mentioned terms and conditions.
UrbanBaby is committed to keeping your personal data confidential and secure. We do not sell, rent or loan your personal information to others. However, we do use your personal data to process your order and to provide you with a more personalised service.
The UrbanBaby website is secure and is located within a secure server environment which utilises SSL (Secure Sockets Layer).
UrbanBaby uses secure servers to protect your personal information, including your name, address, and credit card information. UrbanBaby uses the Stronghold secure server, currently the second best-selling secure server software, and in our opinion, the best product technically. It supports industry-standard 128-bit SSL encryption. When you enter your credit card number into the order form, it is transmitted across the Internet in an encrypted (scrambled) form and not decoded until we receive it. For added security, we also encrypt the credit card number when it is stored on disk and it is securely deleted after 30 days.
Shopping online is actually considered fairly low-risk. According to CNN, "The prevalent opinion. . . is that on-line credit card use is actually no riskier for consumers than traditional "low-tech" transactions. " You should feel as safe as you would using a credit card in a store or restaurant, if not more so.
UrbanBaby Service Statement
We promise to provide prompt, efficient, reliable and friendly service. We promise to provide the best products possible that fit the UrbanBaby criteria: Stylish, Innovative and Practical, at great prices.
We are constantly looking for new products that will enhance your life as a parent and strive to make your online baby shopping experience easy and convenient.
Please join our email list to get all our updates on new products and special sales.
We will always dispatch next working day. If you do have an order with some urgency, please call us and we will accommodate you as best as we can. We will notify you as soon as possible if there are any problems or delays in delivery. We will answer/return all e-mails/telephone calls as soon as possible on the same day or the next working day. We encourage your feedback and will respond promptly.
*As per our 30 day money back refund policy.