Returns

At Nicole & Baby, we take great pride in the quality and craftsmanship of our products. Every item is carefully inspected before being shipped to ensure it meets our high standards. However, we understand that sometimes a product might not be quite right for you or your furry friend.

We want your shopping experience with us to be enjoyable and stress-free, so we’ve outlined our return and refund process below.


Eligibility for Returns

If you are not completely delighted with your purchase, you are welcome to return your item within 14 days of receiving it, provided it meets the following conditions:

  • The item must be in brand new, unused condition, with no signs of wear, damage, or washing.

  • All original packaging, swing tags, garment labels, and accessories must be included and attached.

  • Items that are soiled, marked, or show signs of use cannot be accepted for return.

  • Proof of purchase (such as your order confirmation or receipt) must be provided.

Please note that return shipping costs are the responsibility of the customer, unless the item is deemed faulty or incorrect.


How to Start a Return

To begin the return process, please email our customer care team at contact@nicoleandbaby.com with the following information:

  1. Your full name and order number

  2. The item(s) you wish to return

  3. The reason for your return

  4. Any relevant photos (if the item is damaged or incorrect)

Once your return request has been reviewed and approved, we will provide you with detailed instructions and a return authorisation number.

All returns should be sent to:
Nicole & Baby
Suite 811, 155 King Street
Sydney NSW 2000
Australia

We recommend using a trackable postal service or courier, as we cannot be held responsible for parcels lost in transit.


Sale and Promotional Items

Please note that all sale, clearance, and promotional items are final sale.
These items are not eligible for return, exchange, or refund due to change of mind, incorrect size selection, or dissatisfaction with the product.

We encourage customers to review sizing guides and product descriptions carefully before purchasing discounted items.


Damaged, Faulty, or Incorrect Items

We take quality control very seriously, but if you receive an item that is defective, damaged, or incorrect, please contact us immediately at contact@nicoleandbaby.com.

Include your order number, a brief description of the issue, and clear photos showing the problem. Our team will assess the situation and arrange one of the following, depending on the circumstances:

  • A replacement item (if available)

  • A store credit or refund for the full purchase amount

  • A return shipping label, if the item is found to be faulty or sent in error

We may request that faulty items be returned to us for inspection prior to processing a replacement or refund.


Refund Process

Once your return has been received and inspected, you will receive an email notification confirming whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 10 business days.

Please note that your bank or credit card provider may require additional time to process and post the refund to your account.

If more than 15 business days have passed since your refund was approved and the funds have not appeared, please contact us at contact@nicoleandbaby.com and we will be happy to assist.


Exclusions – Pet Beds and Hygiene Policy

For the comfort and safety of all our furry customers, pet beds are not eligible for refunds due to strict hygiene regulations.

However, we do offer exchanges or store credit for unused pet beds that meet our return conditions (original packaging, tags attached, no signs of use).
This policy ensures that every customer receives a fresh, hygienic product that has never been used by another pet.

 

Important Notes

  • We do not accept returns or exchanges without prior approval. Please contact us before sending any items back.

  • Nicole & Baby reserves the right to refuse returns that do not meet the above conditions.

  • Shipping fees, gift wrap, and other service charges are non-refundable unless the item is faulty.

  • We recommend keeping your return postage receipt and tracking information until your return has been processed.