Frequently Asked Questions

 

What are your working hours?

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.

How long will my order take?

We aim to dispatch orders within 1–3 business days. During launches, sales, and busy periods, processing may take up to 2–5 business days.

Every item is individually quality checked before dispatch to ensure it meets our standards.

Can I use a discount code?

Discount codes are not valid on pre-order items, new releases, sale items, store credit purchases, or gift card purchases.

How do pre-orders work?

Pre-order timeframes are listed on each product page.

Please note:

• Pre-orders cannot be cancelled, changed, refunded, or exchanged.

• Please ensure you select the correct size before ordering.

• Updates will be provided via email throughout the pre-order process.

• Any in-stock items purchased alongside a pre-order will be shipped together when the pre-order arrives. If you would like your in-stock items sooner, please place a separate order.

Will you restock sold out items?

Most collections are released as limited drops. Occasionally, we may restock selected items if there is enough demand.

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

Can I change or cancel my order?

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

If your order has not yet been dispatched, we may be able to make changes or cancel it. A $10 cancellation fee applies to cancelled orders.

Please note that pre-orders cannot be cancelled.

Can you combine orders?

If you have placed multiple orders, please contact us as soon as possible. We will do our best to combine orders before dispatch, however this cannot be guaranteed.

Do you offer exchanges?

We do not offer direct exchanges.

Approved returns for size or colour changes are issued as store credit, allowing you to place a new order for your preferred item.

Incorrect sizing is not considered a fault. Please refer to our sizing charts before purchasing.

Sale items, swimwear, towels, hats, gift cards, and pre-order items are not eligible for exchange, store credit, or refund unless faulty.

What if something is wrong with my order?

If you've received the wrong item, have missing items, or believe your item is faulty, please email babybear.info@icloud.com as soon as possible and we'll work to resolve the issue.

Fault Claims

Any faults, defects, or concerns must be reported within 6 months of receiving your order.

Due to the nature of clothing, washing methods, storage conditions, and general wear over time, fault claims submitted more than 6 months after delivery will not be eligible for a replacement, refund, store credit, or exchange.

How do I return an item?

All return requests must be emailed to babybear.info@icloud.com within 14 days of receiving your order.

Items must be:

• Unworn and unwashed

• In original condition with tags attached

• Free from stains, marks, damage, or stretching

Returns must be sent via tracked courier. Customers are responsible for all return shipping costs.

Items returned without prior approval will not be accepted.

For full details, please refer to our Returns & Refunds Policy.

Do you price match?

No. We are unable to adjust pricing or offer refunds if an item goes on sale after your purchase.

What size should I order?

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

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

Please allow a measurement tolerance of approximately 1–2cm due to the manufacturing process.

If you're unsure, we generally recommend sizing up as little ones grow quickly.

Collaborations

If you'd like to collaborate with us, please email us with a little information about yourself or your child, where you're located, and the size your child currently wears.

Wholesale Orders

For wholesale enquiries, please contact babybear.info@icloud.com.

Still have a question?

Contact us at babybear.info@icloud.com and we'll be happy to help.