FAQ / Help

I can’t log into my account?

It is not recognising my email address but I am on the mailing list?

Firstly, please check you are using the same email address to log in that you registered with. If it is not recognising it and you have ordered before, you may have checked out as a guest last time And therefore you don’t have an account and need to create one.

Our mailing list and customer account are separate signup’s.

The mailing list sign up means you get sent our email campaigns and the welcome email contains your permanent 15% off code.

The customer account is your website log in. This is where your order history and account details are kept and you can edit your address here at any time.

I am on the mailing list but can’t log on to the website to buy?

If you have subscribed to our mailing list but can’t log on or retrieve your password on our website to buy something you most likely have not registered as a customer on our website.

You must create an account by loading your address and personal details. Or checkout as a guest.

I have requested the website to retrieve my password, but have not received an email?

You must have created a customer account log in with your shipping details and password. You will only receive an email if you have forgotten your password for the website log in and have previously registered.

If you have registered for our mailing list and are receiving our emails, this does not mean you have registered on our website.

If you have any problems, please email us on info@babu.co.nz

Do you keep my personal details on record?

Your address and contact details will be saved with your order. However we do not store any credit card details or share our sales information with any other party.

I forgot to enter my code, can I get a refund?

We will not refund the difference of your order total if you have forgotten to enter a discount code at checkout.

Please make sure your discount code has been applied before confirming your order.

Do you ship overseas?

Yes we ship worldwide, see below for more information

What do you charge for shipping?

Our NZ shipping starts from $4.50. Prices are flat rates based on your location, no matter the size of the order. Free shipping applies to ALL orders when you spend over $150NZD

Please check the quote at checkout for an accurate price. If you require more information please email us at info@babu.co.nz

When will I receive my order?

New Zealand Delivery

When you place your order you will receive an email confirming delivery and billing details. Delivery details must include a street address as the courier cannot deliver to post office boxes. We accept no responsibility for failing to deliver if you provide an incorrect street address. A courier is used for all town, city and rural deliveries. Please allow 2-3 working days for your order to arrive. If you are rural this may take longer. Please provide your correct rural delivery address details.

Note: 'working days' do not include Saturday, Sunday or public holidays.

International Delivery

When you place your order you will receive an email confirming delivery and billing details. Delivery details must include a street address. We accept no responsibility for non-delivery if you provide an incorrect street address. All Australian orders are sent via Toll Priority & Omni parcel, please allow 3-7 working days. All other international orders are sent via DHL. Please allow up to 5 working days. 

Please note that current Covid-19 restrictions are causing order processing and freight delays. We ask for your patience.

Note: 'working days' do not include Saturday, Sunday or public holidays.

Note: Delays due to customs clearance or internal service are not accounted for. International orders may be subject to import duties or taxes levied by the authorities in your country. These duties, taxes or charges are payable by the receiver.

Deliveries to rural areas may take longer.

How do I track my order?

If your order has been shipped you should have been sent a unique tracking number. There will be instructions to enter your number which will then show you where your order is. Please refer to your shipping email. NZ Courier numbers start with INC.

All our products are designed and made with complete attention to detail.  If for any reason you’re not happy with the items received, please return them unused and with proof of purchase within 21 days of purchase and we will refund or exchange them, with only the below exceptions.

Refunds will NOT be provided in the following circumstances:

(a) If you have damaged the goods including damage caused by inadequate packaging when returning goods

(b) Items custom-made to order

(c) Sale items

Sale items

Items on sale are not returnable for refunds. Please choose wisely.

Sale items may be exchanged if the stock allows, however there is no guarantee we will have your desired size/colour in stock. If you are interested in exchanging a sale item, send us an email and we will let you know what styles we have left.

Please note that exchanging items is at your expense.

Faults

Please note items are returned at your expense unless faulty. If you believe there to be a manufacturing fault, please email us at info@babu.co.nz with your order number and description and/or images of the fault. We will arrange to have this item picked up and once examined either, a store credit, exchanged or refunded. Remember to include the invoice/packing slip with the goods.

To return:

Please fill in the returns form when returning an item to us. Enclose this with your parcel. Please DO NOT return any item without the information on the returns form. If you do not have printer, writing out the information is fine.

Please return the goods in the original box or packaging if it is an exchange.

Remember you will be responsible for paying the freight both ways

Return Address:
Babu / Jubi Limited
3/2 Westech Pl
Glen Eden
Auckland 0602

New Zealand

or

Babu P.O.Box 90-241 AMSC ALK 1142 N

Governing Law
If a dispute arises out of the purchase of a Babu product, New Zealand Law governs the dispute.

Sizing

This is a question we get asked all the time. Please refer to our size charts:

Clothing size chart

Sheets size chart

How do I wash & care for my Babu items?

We recommend gentle detergents that are eco-friendly for your babies skin. Non-Chlorine based soakers can be used for our cottons – but NEVER merino – please refer to merino washing instructions or to the blog.

 Where do you make your products?

We source all our material from the best quality suppliers, whether it be merino wool for our 100% merino wool baby blankets and clothing from New Zealand and Australia, or 100% organic cotton from India. Every product is designed in New Zealand and made in either Vietnam, India, China or New Zealand under very exact specifications. New Zealand has very few facilities for production left, we search for and use the best possible partners with state of the art equipment and facilities & highly trained staff. Our overseas partners have social audits with some providing organic food for their staff, exercise programs and community initiatives.

Where do you get your merino wool from?

Our merino wool is sourced from New Zealand and Australia.
At Babu we use wool from suppliers who are certified mulesing FREE. It is a practice we do not support. If you need further information about this, please feel free to contact us.

 What micron and weight merino do you use?

Most of our clothing is 180-190gsm. It is super fine and can be used on premature babies.

Our sleeping bags are 2 layers of 220gsm 100% merino.

Our blankets are all different microns and weights. If you want to know specifics please email us.

Do you use organic cotton? 

Yes. For more information please see our article here.

What is GOTS?

The Global Organic Textile Standard (GOTS) is recognised as the world's leading processing standard for textiles made from organic fibres. It defines high-level environmental criteria along the entire organic textiles supply chain and requires compliance with social criteria as well. Buying GOTS you can be assured that you items have been made with environmental and social compliance.

 Where do you stock Babu?

Please see our stockist list on our website: https://www.babu.co.nz/stockists/ or feel free to call us on 0800 386 886 or email us on info@babu.co.nz

 I would like to send my purchase as a gift? Do you do gift wrapping?

Yes. Please tick the gift wrap option at checkout and include a personalised note which we will write in the card for you.

If you don't want the invoice included please leave us a comment with your order.

Fire Safety

Do you use fire retardants?

No, fire retardants are not used on Babu products. We comply with the very stringent NZ & Australian fire safety standards and as a nurse who has worked in burns units, Ali is extra vigilant in this area.

What is the difference between interlock (sheets etc) and t-shirt jersey?

Interlock is a much thicker fabric and ours has been double brushed which means it has one side that is fuzzy like a peach, making it extra soft. It is 220 – 240gsm.

Safe sleep

Every year too many babies die suddenly in their sleep. Our statistics in NZ are particularly high. For advise and further resources on safe sleep, please refer to the Ministry of Health's website.

What is tog?

A tog measurement is a European warmth rating: the higher the tog, the warmer the product.

The Tog rating describes the warmth or 'thermal resistance' of a product and is widely used in the UK to explain warmth levels of duvets and sleeping bags made from man-made materials. 

Why don’t Babu Merino sleeping bags have a tog rating?

Because Babu Sleeping Bags are made from 100% natural fibres, they breathe and help regulate your baby’s temperature, they do not require a Tog Rating.

Temperature guide for merino bags

22-24°C (71.6-75°F) Short sleeve bodysuit

20-22°C (68-71.6°F) Long sleeve bodysuit

18-20°C (64.4-68°F) Long sleeve bodysuit & leggings

16-18°C (60.8-64.4°F) Long sleeve bodysuit & pyjamas

14-16°C (57.2-60.8°F) As above, with long sleeve tee

What do I wear with my merino sleeping bag?

The ideal room temperature for a baby is between 16-20ºC or 60-68°F. Our Babu™ sleeping bag is perfect wearing for autumn, winter and spring temperatures. It does not carry a tog rating, as it is a natural, breathable fibre, but the above chart will help you decide how to dress your child for the room temperature.

Check your child’s temperature by feeling the back of their neck. If they feel hot, remove a layer. If they’re cold, add a snug fitting hat (where the rim does not pull down over their airways), mittens or a blanket (merino is ideal). Place the blanket width-ways across the child and tuck in snugly. This will stop the blanket moving and covering their face.

For great safe sleep information visit sids and kids or the Ministry of Health NZ