Here at Bespoke Baby, we want all our customers to love their purchases and be 100% satisfied.
If for some reason you are not happy with your purchase, please read our below policies and get in contact with us as soon as possible.
Faulty /Damaged Items
If any of our products are faulty or damaged, we will happily replace them or offer a refund. You must notify us by emailing firstname.lastname@example.org advising us of the issue within 14 days of receiving the item.
We will provide you instructions on how to return the item to us. We may request images of the faulty or damaged item be sent prior to issuing replied paid details.
Bespoke Baby must receive the faulty or damaged product within 14 days of issuing a return or refund authorisation code.
If you would like to return a Bespoke Baby product because you have changed your mind, we will happily assist with providing a credit note*, or exchanging your product if we are notified within 14 days of you receiving the item.
Unfortunately MADE TO ORDER items can not be returned or exchanged due to change of mind or wrong size ordered.
Please note, all postage and packaging costs will be the customer's responsibility. In the rare event of a return, please ensure your returned item meets the following conditions:
- Goods must be in their original condition – unused, unwashed and with all tags attached.
- Return delivery costs and liability of the product/s to be exchanged are the responsibility of the customer. We highly recommend returning product/s via registered or Express Post with a tracking number, unfortunately we cannot take responsibility for parcels that do not arrive to us. Original delivery costs will not be reimbursed and re-delivery fee of $6.90 will be charged. If you would like the exchanged product sent via Express Post, a fee of $11.95 will be applied.
- You must notify us by email email@example.com advising reason for return and if you’re seeking a credit note or exchange. If requesting an exchange, please specify which product/s you would like as a replacement in your email. You will be issued with a exchange authorisation code and be provided a return postal address. Please ensure you include this authorization code with your return to assist with prompt processing of your request.
NOTE: We are only able to accept faulty/damaged items, returns and exchanges on products that were originally purchased from www.bespokebaby.com.au. If your purchase was through a retailer, please contact them with regards to their policies.
* In order to receive a credit note you will be required to register as a returning customer. The credit note will be applied to your login for use within 12 months from the issue date.