Frequently Asked Questions
1. How much is shipping?
Orders over $100 shipped to a New Zealand address receive free shipping, all other orders are charged at a flat rate of $6.50. For overseas shipping costs, please see “Do you ship overseas?”
2. Do you offer free shipping?
Orders over $100 shipped to a New Zealand address receive free shipping, all other orders are charged at a flat rate of $6.50. For overseas shipping costs, please see “Do you ship overseas?”
3. Do you ship overseas?
Yes, we can ship to Australia, UK and Europe. Please note all skincare and changing bags ship to New Zealand and Australia ONLY. GST will automatically be taken off all overseas orders.
Shipping to Australia – Your order will be sent by NZ Post and charged at a flat rate of $12.00, all extra costs such as customs/duty fees are the customers responsibility. Delivery time is 5-10 working days.
International shipping – Orders to the UK and Europe will be sent by NZ Post and charged at a flat rate of $25.00, all orders to the rest of the world are charged at a flat rate of $30, any extra costs such as customs/duty fees are the customers responsibility. Delivery time is approximately 10-15 working days.
4.How do you send orders out?
Your parcel will be sent out to you by Fastway Couriers, track and trace and signature required. When your parcel has been dispatched you will receive a confirmation email. If you are not home at the time of your delivery a card to call will be left in your letterbox.
Shipping to Australia – Your order will be sent by NZ Post and charged at a flat rate of $12.00, all extra costs such as customs/duty fees are the customers responsibility. Delivery time is 5-10 working days.
International shipping – Orders to the UK and Europe will be sent by NZ Post and charged at a flat rate of $25.00, all orders to the rest of the world are charged at a flat rate of $30, any extra costs such as customs/duty fees are the customers responsibility. Delivery time is approximately 10-15 working days.
5. How long will my order take to arrive?
We aim to have your products shipped to you within 24 hours of placing the order. If your order is placed over the weekend or on a public holiday it will be dispatched on the next working day. If for any reason we are unable to ship your products to you in this time we will contact you to let you know the reason. Your parcel will be sent out to you by Fastway Couriers, track and trace and signature required. When your parcel has been dispatched you will receive a confirmation email. If you are not home at the time of your delivery a card to call will be left in your letterbox.
1. What payment methods do you accept?
We accept payment by Paypal, internet banking and layby. These secure payment methods means Once Upon a Time Baby Boutique do not hold your credit card details on our server.
If you wish to pay by direct deposit you will be given payment instructions and details during the check-out process.
2. Do your prices include GST?
Yes, our prices include GST. If you are ordering from outside New Zealand for a parcel to be shipped internationally, GST will automatically be taken off your order.
3. What currency are your prices in?
All prices on our website are shown in New Zealand dollars. For international customers all other costs such as customs/duty fees are the responsibility of the customer.
1. Can I cancel my order?
You can cancel your order within 24 hours of the time you ordered, please contact us as soon as possible to arrange this.
2. I have changed my mind/the product does not fit, can I return/exchange a product?
If you would like to return an item for exchange because you have changed your mind on a product or you need a different size you will be responsible for the cost of shipping in both directions. Please ensure your return meets the following conditions:
• You purchased the product in the last 14 days.
• Goods must be in their original condition with tags attached.
• The product has not been washed, worn or used.
• The product was not a sale item
If you send your item back to us and upon inspection it does not comply with these conditions we are not obliged to give you a refund/exchange.
3. Can I return an item I bought on sale?
No, all sale items are non-refundable and non-exchangeable.
1. Do you provide gift wrapping?
All orders come in a Once Upon a Time Baby Boutique Drawstring Bag, this is also our gift wrapping, all orders with a gift message come with a lovely gift card designed especially by Once Upon a Time.
2. How do you package my order?
All orders come in a Once Upon a Time Baby Boutique Drawstring Bag, this is also our gift wrapping, all orders with a gift message come with a lovely gift card designed especially by Once Upon a Time. We also bubble wrap all skincare products and dinner sets for extra protection.
1. What brands do you sell?
Every brand we stock is hand selected to ensure the best quality product is brought to you. Currently our range includes products from Sapling, Bella Buttercup, Inch Blue, Alimrose Designs, Pink Lining, Love Mae, Moobles & Toobles, Sapling Child, Two Tykes, My Little Organics, Jellycat and Lil Fairy Door.
2. A product I wanted to order is now not available, can you order it in for me?
We do our best to offer you a range of great products, but because some of our brands are season by season once they are gone we may not be able to get more stock in, if this occurs please contact us about the product you are interested in and we will let you know if we can get it ordered in for you.
3. Are my details safe?
Yes, your contact details are only used by Once Upon a Time Baby Boutique in the ways you have agreed to them being used, such as communication about your order, or for our newsletter if you have agreed. We will not pass on your information to any third party.
