Help and FAQ's


If you require any help please either email us at or call us on 09 274 4986.


What are your shipping rates?
For orders over $39 receive free fright. All orders under $39 freight is $5.00 anywhere in New Zealand excluding Chatham Islands and Steward Island.*
* Extra $4.00 Rural Charge for any Rural Address. Exclusions for oversized items may apply.

Do you deliver overseas?
Yes! Baby Factory ships worldwide. Once you are in the checkout area you will need to select the overseas freight option. This will automatically calculate the freight cost, depending on the weight and size of your order (different for every country). We will send you a tracking number once your order has left our warehouse so you can track your parcel to your door! Please allow 10-12 working days for your order to arrive.
Please be aware that you may incur importation taxes and charges depending on your countries importing regulations.

How do I know my order has gone through and payment has been confirmed?
When you process your order in the checkout the page will notify you if you payment has been accepted or denied. If you are paying via direct credit you will receive an email with Baby Factory with the account name and number for you to transfer the money into. Once your payment has been received you will receive an email confirming that your order is now being processed and an email with your tracking number once your order has left our warehouse

How will I know you have received my direct credit payment?
Please be aware that it can take up to 3 working days for your direct credit payment to clear and be allocated to your order. You will receive a confirmation email once your payment has been received and an email with your tracking number once your order has been processed through our warehouse

When will my order be despatched?
We aim to have your order on the courier as soon as we can. Please allow 2 to 3 working days for Auckland deliveries, 3 to 4 for North Island deliveries and 5 to 6 for South Island deliveries. Rural Deliveries will be a extra 2 to 3 days (Please make sure you mention your RD when placing your order to avoid further hold up)
Around Public Holiday periods please allow a few extra working days to receive your delivery. During the Christmas period please expect the courier delivery to take a little longer then usual!

What happens if an item I purchased sells out and ends up being unavailable?
This is not a likely occurrence, however, sometimes we run out of stock after your shopping cart has been submitted. We try to avoid this frustration as much as possible. If this does happen to you, you will receive an email from us stating the product that is out of stock and whether you would like to exchange it for another product – with some options for you to choose from, or receive a refund.

Is there a cost if I decide to return my item via courier?
If you have ordered the wrong size, colour or have changed your mind about your order you will be charged for shipping costs to return it back to the Baby Factory for exchange or a gift card. If you receive an item which is faulty or broken The Baby Factory are happy to replace the goods and pay for shipping cost.

I want to return items purchased online or in a store, what is your returns policy?
Should you change your mind we will happily provide an exchange, store credit or Gift Card subject to the following conditions;
Returned goods be accompanied with receipt. The goods returned within 30 days of delivery. The goods need to be in the original condition as purchased.
The above does not apply to sale clothing, which are not returnable. Exchanges are to be at the expense of the customer if exchanged via post or courier. Alternatively customers can exchange items at any Baby Factory store with receipt of purchase.
If goods are faulty we will meet our obligations under the Consumer Guarantees Act but proof of purchase is required. Faulty goods must be returned to us as soon as possible. Freight charges will not be borne by you if you are located within New Zealand. If you are located outside of New Zealand and you wish to return faulty goods to us (for repair or otherwise), then, to the fullest extent permitted by law, you will be responsible for the freight and handling charges associated with: (a) returning the goods to us; and (b) delivering any repaired or replacement goods back to you. We will advise you of the freight and handling costs associated with returning repaired or replacement goods to us in such circumstances and the repaired or replacement goods will not be sent to you until you have confirmed that you will pay the freight and handling costs.

I've ordered the wrong item, what do I do?
In the case of ordering the wrong item you will need to let us know ASAP by emailing or calling our us on 09 274 4986. We try and get our online orders on the courier as quickly as possible, if your parcel has already been processed and is on the courier you will need to either take a proof of purchase down do you closest store for an exchange or courier it back to us.

Do you take Gift Cards online?
Yes we do take Gift Cards Online. When you get to the payment screen if you want to pay by Gift Card you will need to enter the serial number off the back of the Gift Card.

Can I Layby online?
Sorry we dont do laybys online but we do in all of our stores - Please contact your closest Baby Factory Store for more information

What are the lay-by terms and conditions?
- Minimum layby value is $20
- Minimum 20% deposit applies to all laybys
- Clothing laybys have a term of 6 weeks, all other goods have a layby term of 3 months
- All laybys not picked up within 3 months will be cancelled
- Cancellation fee of $20 applies 

What does Backordered mean?
Backordered means we currently dont have the stock instock but we will order this in asap and your order will be dispatched once this arrives. Please note Back Order Products can take up to 6 weeks to be recieved (if there is a long wait we will be in touch). If you would like a update of your Backordered products please email us at

What are your Payment options:

Credit Card:
You can pay by credit card direct from our website or by calling us on 09 274 4986 - We take, Visa, Mastercard and American Express
Q Card: To use Q Card online simply select 'Credit Card' as your payment type when you check-out, enter your Q Card number, expiry date and CVV number. (Your CVV number is a 3 digit number displayed on the back on your Q Card).
Direct Credit: To enable direct credit payments to be correctly identified you will need to ensure in the reference section you enter your name and order number – you can find your order number on the top of your order. Payment via direct credit can take up to THREE WORKING DAYS to clear and be allocated onto your layby. If insufficient payment details are provided then there will be a delay in crediting your layby. When selecting the direct credit option when processing your layby you will be sent an email with Baby Factory’s account name and number for you to transfer the money.
Gift Cards: You will need to enter the serial number off the back of the Gift Card at the Checkout
Oxi Pay: Anyone who is a New Zealand resident, at least 18 years old, has a valid and verifiable email address, a New Zealand mobile number, a New Zealand issued Visa or Mastercard credit or debit card, has a New Zealand residential and shipping address and has a New Zealand Drivers Licence. For more information please visit

What is Store Credit?
Store credit is accrued only by customers who have an online account. It is credit loaded to one's online account from a refund or exchange of products. Store credit can only be used online. This is not to be used in stores.

How do I change any information that I supplied when I registered with you?

You can change any of your personal details in the “My Account” section located on the top left of Baby Factory home page. Click on “My Account” and then “Account Information”. Once here you can edit any of your information.

A part of my item is broken, do you stock parts?
Yes, we do stock parts! If you are looking for a part of an item which you brought from Baby Factory please email along with a picture of the part which is broken and the name of the product.

What is a promo code?
We may send special offers in our advertisements (TV, email, magazine etc) where you can use promotional codes either online, in store or both. Promotional codes or 'Promo Codes' entitle you to receive discounts on items between specified dates. To use a Promo Code online offer, simply type the code into the Promo Code area at checkout. Please make sure you read any Promo Code Terms and Conditions. Promo codes are not compulsory. If you do not have a promo code, you can bypass this section.