When a return or exchange can be requested
We accept return or exchange requests for eligible items that are unused, unworn and in their original condition. This includes items that are still in the original packaging, with any tags, inserts or accessories where applicable. Please inspect your order as soon as it arrives so any issue can be picked up without delay.
Returns usually need to be requested within a reasonable time after delivery. If an item is damaged, faulty or not what you ordered, let us know straight away through the enquiry form on our contact page. For health and hygiene reasons some baby and maternity items may not be returnable once opened or used, especially where contact with the body or baby care is involved.
- Unused, clean and in original condition
- Original packaging where possible
- All tags, accessories and inserts included
- Reported soon after delivery
How to start the return process
To begin, send your request through the enquiry form on our contact page and include your order number, the item name, and the reason for the return or exchange. If the item arrived damaged, please add clear photos of the product and packaging so the team can review it properly. The more detail you provide, the quicker we can guide you on the next step.
Once the request has been received, a team member will confirm whether the item is eligible and explain what happens next. Depending on the item and the reason for return, you may be asked to send it back or bring it to the nearest arranged collection point if one has been approved. Please do not send anything back before you receive clear instructions.
Condition rules for baby and maternity items
Because many of our products are used close to the skin or in baby care routines, condition checks are important. Items must be clean, free from marks and odours, and not show signs of wear. Packaging should be kept intact where practical, and any seals or protective wraps should remain unopened if the item is being returned for change of mind.
For safety and hygiene, we cannot accept items that have clearly been used, washed, altered or handled in a way that affects resale. This applies especially to personal wear items and baby care items. If you are unsure whether a product qualifies, ask before returning it so you do not waste time or delivery cost.
- No visible wear, stains or damage from use
- No missing parts, inserts or labels
- No signs of washing or alteration
- Packaging kept neat and protected for transit
Exchanges, replacements and faulty items
If you would prefer an exchange, tell us which item or size you need instead. Exchanges are subject to stock availability, and if the replacement item is available we will explain the next step. If the original item is out of stock, we may offer a refund or another suitable option where possible.
Faulty or damaged items are handled case by case. We may ask for photos, a short description of the problem and the original packaging before approving a replacement or refund. Please remember that normal wear and tear, damage caused after delivery, or items used incorrectly are not usually covered.
Gift orders and registry items
Gift orders can be returned or exchanged, but the request should come with the order details so we can locate the purchase. If you received a gift without the invoice, please use the enquiry form and include the recipient name, if known, together with any gift message details. That helps us identify the right order without confusion.
For registry help and group gifting orders, the same condition rules apply. Some gift items may need to be exchanged for something of equal or similar value, depending on stock and how the original order was placed. If you are organising a baby shower gift, it helps to keep the packaging closed until you are sure the item is right for the family.
Refund timing and delivery costs
Once a return has been received and checked, any approved refund will be processed back through the original payment method where possible. The timing can vary depending on your bank or payment provider, so allow time for it to reflect on your side. We will confirm when the refund has been approved and processed.
Delivery costs are usually not refundable unless the return is due to an error on our side or the item arrived faulty or damaged. If a collection or return delivery is needed, we will explain whether the cost is for your account before anything is sent back. Keep your proof of delivery and return reference until the matter is closed.
- Refunds go back through the original payment method where possible
- Bank processing times may differ
- Delivery fees are not always refundable
- Keep proof of return until final confirmation
Need help with the return
If you are still unsure, send a message through the enquiry form and include as much detail as possible. Our support team can help with eligible returns, exchanges, gift orders and product checks for customers in Umhlanga, Durban, Johannesburg, Pretoria, Cape Town, Gqeberha and Pietermaritzburg. We aim to make the process clear and practical, with no unnecessary back and forth.
If your question is about product use, baby health or maternity concerns, please speak to a clinic, midwife or doctor for proper guidance. For return requests, though, we are ready to help you work through the next step in a straightforward way.
