Shipping and Returns
Motherslove Ships Australia wide, offering:
- a Flat Rate $9.96 delivery cost, FREE for Orders Over $120, Up to 5kg (greater of cubic or actual weight). You can get shipping costs for Bulky Orders over 5kg in the shopping cart. # Note: If items are returned and reduce the original order total is under $120, we reserve the right to deduct postage from your refund.
- Quick Shipping: Orders are shipped out the same day for Australian orders placed by 12pm (noon), Mon-Fri (excludes Victorian & Australian Public Holidays). Shipping time varies depending on your location in line with standard shipping times offered by Australia Post.
- Standard and Express delivery options within Australia, both with signed delivery confirmation and tracking
Deliveries within Australia are sent using the eParcel system provided by Australia Post. All parcels delivered via eParcel have a tracking number and require a signature upon delivery. We offer a Flat Rate $9.96 delivery cost, FREE for Orders Over $120, Up to 5kg (in Australia). You can get shipping costs for Bulky Orders over 5kg in the shopping cart, which can be obtained by adding the item to cart, putting in your State, Suburb and Postcode, and then clicking 'Get a Quote'. Please note that if you decide to return items and the original order total drops below $120, we reserve the right to deduct the cost of postage from refunds.
Orders for delivery within Australia are shipped out the same day when placed by 12pm (noon) Monday to Friday, excluding Victorian & Australian Public Holidays. The time to delivery the parcel will vary depending on your location relative to Melbourne, in line with standard Australia Post delivery times. We hold stock and track stock levels on our website to ensure what you order we can send straight away. In the rare case of a stock error, you will be notified via the email address you have supplied or we will call, informing you of the delay in shipment and the estimated shipping date.
eParcel Express offers overnight delivery for many destinations for parcels shipped from Melbourne, such as Sydney, Canberra, Adelaide, Hobart and some surrounding areas. As an example, if you order from Sydney on Monday, we will send Tuesday and you will receive the parcel Wednesday. For areas outside our next day delivery zone like Western Australia and some parts of Queensland, delivery will only be marginally quicker than standard eParcel transit times. Please note We Cannot Guarantee Next Day Delivery as we rely on Australia Post as our delivery partner and they do not offer the Express Post Guarantee to business accounts, however the same Express Network is used as for over the counter Express items, and in a majority of cases Australia Post has delivered on time.
Returns Policy (see next section for the Returns Process)
Motherslove Baby Products Offers a 14-day money back guarantee on all purchases
If the products you receive are not what you expected from the online description and photos, you can return them in the original packaging (which includes boxing, and any labels for clothes) within 14-days. Health products such as teethers, baby bottles, and teats can only be returned if they are unopened & unused, so check products carefully upon receipt. We will refund the full price of your initial order excluding any postage costs incurred by Motherslove in the initial order (free shipping offers included where the order value drops below the free shipping offer value).
We are also happy to refund partial orders, such as one item out of an order of 4 items.
The cost of postage to return the items is at the customer’s expense. When you return merchandise please ensure it is packed in a sturdy and secure way so as to avoid any damage in transit.
In the case you would like to exchange an item we reserve the right to charge the cost of postage to send out the replacement item. Exchange items also must be returned in saleable condition within the 14 day return period. We also accept change of mind returns within 14 days, with products in new condition and original packaging. Return postage is at the customers cost, and shipping costs will be deducted if a Free Shipping offer was used and the order value drops below the Free Shipping offer value due to the return item.
Damaged or Defective Goods
We will replace or refund items received in a damaged or defective state at no charge, with the choice of replacement or refund at our discretion. Products received in a damaged or defective state should be brought to our attention within the 14-day guarantee period, please register the return request using the Contact Form. We will confirm if the item needs to be returned, and if required will provide a return label from Motherslove or the Distributor depending on the product. Products that become defective during use and are covered by a manufacturers warranty are usually still returned via Motherslove, but the exchange or refund is referred by Motherslove back to the Manufacturer/Distributor. Use the 'Contact Us' link above if you need to inquire about a faulty product return. After the initial contact we will typically request photos of the issue to provide to the Manufacturer/Distributor. Remedies for recognised product faults typically involve either an exchange or a refund. Motherslove reserves the right to determine whether an exchange or refund will be provided.
For items received in a damaged or defective state, we will provide a 'postage paid' return mail slip which just needs to be printed and taken to your local Australia Post outlet with the packaged item. You will not need to pay for postage.
Incorrect Items Supplied
If Motherslove Baby Products deliveries an incorrect item/s, we will exchange them for the correct items, or provide a refund at the customer’s request.
The items must be returned to Motherslove Baby Products unopened and in the original packaging. When you return merchandise please ensure it is packed in a sturdy and secure way so as to avoid any damage in transit.
We will provide a 'postage paid' return mail slip which just needs to be printed and taken to your local Australia Post outlet with the packaged item. You will not need to pay for postage.
If you need to return an item, simply use our 'Contact Us' email form, list your invoice number, and outline your concern. If you could mention the exact issue, such as 'incorrect product received' or 'product received in a faulty condition' that will help us to more quickly outline the next steps involved. When a refund is to be provided, this will occur once we've received and processed the returned item. Refunds are usually processed within 2 business days, and we'll inform you if there are any unexpected delays.
We look forward to offering a safe and satisfying shopping experience!