FAQs
Last updated on 23rd Dec, 2022.
SHIPPING/ORDERS AND COVID-19
1. How long does it take for item to ship out?
Your order will be shipped out within 24-72 hours (excluding Sundays) using Australia Post. A tracking number will also be provided upon confirmation that your order been shipped.
2. Can I place an order? Will Baybella deliver the package?
Yes, customers can continue to buy any in-stock product in our store.
3. What's the status of my order and delivery?
Once your order has shipped, you can find tracking information in your shipping confirmation email.
4. Why are some deliveries taking longer than the estimated delivery time?
As COVID-19 has spread, we have experienced increased difficulties in shipping due to heightened restrictions placed by governments on import/export, a surge in demand for online shopping, and our suppliers facing challenges in ensuring that stock is consistently available. We do our best to minimise this as much as possible, but unfortunately we cannot eradicate this completely.
5. Is it safe to receive orders?
For guidance on COVID-19, please refer to the World Health Organisation website.
6. How do I track my order?
Tracking numbers will be provided as soon as your order has been shipped. If you don't have a tracking number after 5 days please email us at help@baybella.com.au.
WARRANTY/RETURNS
7. What is your returns policy?
We offer a 30-day money back guarantee if your item arrives in a faulty condition.
Please see our 'Refund Policy' page for more info.
8. I have entered an incorrect shipping address, what do I do now?
Should you notice an error on your order or if you want to change your details please email help@baybella.com.au with your order details as soon as possible and we will try and help.
Unfortunately we cannot guarantee that we can adjust your shipping address before shipping, as we offer same-day shipping for most orders and the customer service team can take up 24-48 hours to receive your email.
However, please check our 'Refund Policy' should you have any queries.
9. Can I cancel my order and receive a full refund after the item has already shipped out?
Should you wish to cancel your order, please email help@baybella.com.au with your order details as soon as possible and we will try and help.
Unfortunately we cannot guarantee that we can cancel your orders prior to shipping as we offer same-day shipping for most orders, and the customer service team can take up 24-48 hours to receive your email.
If you would like a refund, you must wait for the item to arrive and we will refund you upon returning the item.
10. Why is my order being returned to the sender?
Whilst this happens very rarely, some packages are returned either due to insufficient addresses or being unclaimed. In these circumstances, once your order is returned to our warehouse you will be issued with a store credit to the value of your original purchase. Unfortunately shipping costs are non-refundable (if applicable). Store credits are valid for 12 months from their issue date.
EXCHANGES
11. Can I exchange my order for a different style?
If you order is unused and in its original condition, you may be eligible to exchange it within 30 days of receiving it. Please contact help@baybella.com.au for more assistance.
12. Can I change my order before it is shipped out?
Should you wish to change your order before it is shipped out, please email help@baybella.com.au with your order details as soon as possible and we will try and help.
Unfortunately we cannot guarantee that we can adjust your order prior to shipping it out as we offer same-day shipping for most orders, and the customer service team can take up 24-48 hours to receive your email.
If you would like to exchange it, you must wait for the item to arrive until you can start the exchange process.
PAYMENTS
13. What payment methods do you offer?
We accept credit/debit cards including American Express, MasterCard, and Visa, PayPal, Apple Pay, Google Pay and Shopify Pay.
14. I have a question that wasn't answered, can you please help?
Absolutely! Please send us an email to help@baybella.com.au and we will be happy to assist you in any way we can. Our response time is within 24 hours. As we receive a large volume of emails, please state your order number as well as address your query clearly.