Wash Instructions 🫧

Frequently Asked Questions

GENERAL

Our office hours are Monday–Friday, 9:00am–5:00pm NZT. We are closed on weekends and public holidays.

Orders placed outside of business hours will be processed on the next working day.

Discount codes are not valid on pre-order items, new releases, sale or clearance items, store credit purchases or gift cards, unless specifically stated otherwise.

Most collections are released as limited drops. We may restock selected items depending on demand and availability.

If there's an item you'd love to see return, send us a message via email, Instagram or Facebook.

No. We do not price match or adjust previous purchases if an item is later reduced or goes on sale.

ORDERS & SHIPPING

We aim to process and dispatch orders within 1–3 business days.

During launches, sales and particularly busy periods, processing may take 2–5 business days.

Every item is individually quality checked before dispatch.

Once your parcel has been collected by the courier, delivery timeframes are estimates only and are not guaranteed.

View our full Shipping Policy →

If you need your order by a specific date, please contact us before placing your order.

We can check our current processing time and available shipping options and give you an indication of whether your requested timeframe appears achievable.

We cannot guarantee delivery by a specific date, as courier delivery is outside our control once your parcel has been collected.

Please contact us as soon as possible at babybear.info@icloud.com.

For regular orders that have not yet been dispatched, we may be able to make changes or cancel the order depending on its processing status.

If we are able to cancel a regular order before dispatch, a $10 processing fee will be deducted from the refund.

This fee covers the transaction and payment-processing costs incurred when your original order was placed, including payment gateway and payment provider fees. These costs are charged to us when an order is processed and are not returned to us when the order is cancelled.

Pre-orders cannot be cancelled once placed.

Once an order has been dispatched, it cannot be cancelled.

For full details, please see our Returns & Refunds Policy.

If you have placed multiple orders, contact us as soon as possible.

We will do our best to combine orders before dispatch, but this cannot be guaranteed.

If orders have already been processed or dispatched separately, they may not be able to be combined.

Please check your delivery address carefully before placing your order. Once your parcel has been collected by the courier, you will need to contact the courier directly using your tracking number to discuss any available options for correcting or updating your delivery details.

Any additional shipping costs caused by an incorrect or incomplete address are the customer's responsibility.

For more information, please see our Shipping Policy.

Tracking does not always update continuously while a parcel is travelling through the courier network. This is particularly common with international orders once they enter the destination country.

Please allow the full estimated delivery timeframe before contacting us about a lack of tracking updates. A parcel can continue moving even when no new tracking scan is showing.

If your parcel has not arrived after the full estimated timeframe, please contact us and we'll assist with the next steps.

Delivery timeframes are estimates only and are not guaranteed. Once your parcel has been collected by the courier, delivery times and tracking updates are outside our control.

Tracking may not update continuously, and parcels can sometimes take longer than expected due to courier delays, weather, public holidays, customs processing or other circumstances.

Please allow the full estimated delivery timeframe from collection before contacting us. If your parcel has still not arrived after that timeframe, contact us and we'll assist with the next steps.

PRE-ORDERS

A pre-order allows you to purchase an item before it has arrived and is ready to ship. Pre-order items are ordered or produced based on customer demand, so they have a longer processing timeframe than in-stock items.

The estimated arrival or dispatch timeframe is shown on the individual product page at the time of purchase.

Once your pre-order arrives and has been quality checked, your order will be processed and dispatched to you.

Please keep in mind:

Pre-order timeframes are estimates and are not guaranteed.
Pre-orders cannot be cancelled once placed.
Please select your size and colour carefully before ordering.
We may provide updates by email throughout the pre-order process.
If you purchase in-stock items together with a pre-order, the items may be held and shipped together once the pre-order arrives. If you would like your in-stock items sooner, please place a separate order.

For full information, please see our Returns & Refunds Policy.

RETURNS & REFUNDS

We do not offer direct exchanges.

If you have ordered the wrong size or would like a different colour, contact us within 14 days of receiving your order.

You return the original item at your own expense. Once approved, you will receive store credit equal to the purchase price of the returned item, which can then be used to place a new order.

Shipping costs are not included in the store credit.

We do not offer refunds or direct exchanges for change of mind.

If you have ordered the wrong size or would like a different colour, you may be eligible to return the item for store credit.

To request a size or colour return:

Contact us at babybear.info@icloud.com within 14 days of receiving your order.
Wait for return instructions before sending anything back.
Return the item at your own expense.
The item will be inspected once received.
If approved, you will receive store credit equal to the purchase price of the returned item.
Use your store credit to place a new order for your preferred size or colour.

Returned items must be:

Unworn, unwashed and unaltered
In original, resalable condition
Have tags attached and original packaging where applicable
Free from stains, marks, damage or signs of wear
Accompanied by proof of purchase

We do not send replacement sizes or colours directly as an exchange.

Customers are responsible for the cost of returning the original item and for shipping on the new order. Original shipping costs are not included in the store credit.

Sale and clearance items, swimwear, towels, hats and pre-order items are not eligible for change-of-mind returns or store credit.

Items returned without prior approval, or items that do not meet our return conditions, may be declined.

For full return conditions and exclusions, please see our Returns & Refunds Policy.

No. We do not offer refunds for change of mind.

This includes choosing the wrong size or colour, an item not fitting as expected, deciding you no longer want the item, or changing your mind after receiving it.

For eligible size or colour changes, our store-credit process may be available.

If you have received an incorrect, damaged or potentially faulty item, please contact babybear.info@icloud.com as soon as reasonably possible after discovering the issue.

Please include your order number and clear photos or videos where applicable.

We may ask you to return the item for inspection before determining the appropriate remedy.

If an issue is confirmed to be covered by the Consumer Guarantees Act or other applicable law, we will provide the appropriate remedy.

They cannot be returned for change of mind, exchanged or returned for store credit.

Some sale and clearance items may be discounted due to known cosmetic or manufacturing imperfections, end-of-line stock, overstock or other disclosed characteristics.

Please carefully read the product description and review all photos and information before purchasing.

Our policy does not limit any rights you may have under the Consumer Guarantees Act.

PRODUCTS & SIZING

Please refer to the sizing chart and measurements provided on each product page.

Our sizing may differ from other brands, so we strongly recommend using the measurements provided rather than automatically choosing your usual size.

A measurement tolerance of approximately 1–2cm may occur due to the manufacturing process.

If you're unsure between sizes, we generally recommend sizing up where appropriate. If you are still unsure, please feel free to send us a message on social media or a email!

Incorrect sizing or a fit that isn't what you expected is not automatically a product fault.

Please check the sizing chart, measurements, photos and fit information before purchasing.

If you need a different size, our size/colour store-credit process may be available within 14 days of receiving your order.

View our full Returns & Refunds Policy →

We provide product descriptions, measurements, sizing information, photographs, videos, fabric information, care instructions and fit information on our product pages where applicable.

Please review this information carefully before purchasing.

If the product information accurately describes the item, we cannot accept responsibility for expectations that differ from the information provided.

Please follow the care instructions provided on the garment label and/or product page.

Incorrect washing, drying, storage, stain treatment, chemicals, excessive heat, alterations, misuse or failure to follow care instructions can cause damage such as shrinkage, colour transfer, fading, pilling or stretching.

If you believe an item may have a manufacturing fault, please contact us before repairing, altering or treating the item.

COLLABORATIONS & WHOLESALE

If you'd like to collaborate with us, please email babybear.info@icloud.com with some information about yourself or your child, where you're located and the size your child currently wears.