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Frequently Asked Questions

Browsing and choosing a gift

Q: Where can I write a message for the card?
A: As you are checking out, you will see a question under the Shipping Method tab that asks if you have any gift items in your order. Check the box. You will then see a checkbox for "Add gift options for the entire order" - check this box as well. You will then see the box where you can leave your message. This will not add any additional costs to your order.

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Q: Can I buy a gift card?
A: Yes!

Buy an e-gift card here. Currently, these can only be redeemed online.

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Q: My item’s sold out – what can I do?
A:  We do our best to keep up with demand, but unfortunately sometimes some things are just too popular! If you really want it, just let us know and we will let you know when it is back in stock.

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Your order

Q: Can I order something over the phone?
Yes, call our friendly Customer Service team on 1800 891 701 and they’ll place your order

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Q: Help! I’m having trouble placing an order.
A: No problems! Drop us an email on [email protected] or call 1800 891 701 and we’ll come to your rescue.

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Q: Can I get something gift wrapped?
A: A great deal of our items already include some pretty fancy gift wrapping. If it is not included on a particular item, you will see the option to include gift-wrapping on the product page. You will also be able to add a personalised message during checkout!

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Q: What if my order doesn’t arrive, or I don’t receive an order confirmation email?
A:  If for some reason you don’t receive an email confirmation after placing your order, or your order isn’t delivered when you’re expecting it (Shipping and Returns), please contact one of our brilliant customer service team on [email protected] or phone us on 1800 891 701.

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Q: What if I change my mind about an item?
A: No problems, see our Shipping and Returns page.

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Payment

Q: What currency is used at Baby Giraffe?
A: All payments are charged at AUD$

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Q: Is it safe to use my credit card on your site?
A: Yes it is! We've partnered with PayPal, Eway and Commbank for all our payments.  Each are awesome and use the latest secure banking technologies.  We personally use a GeoTrust QuickSSL Premium SSL 256-bit encryption certificate to ensure your customer and payment information is safe and secure...this is geek speak for don't worry your information is safe.  To ensure your shopping experience is quick and easy we provide a range of payment methods including VISA, Mastercard and Paypal.

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Q: Can I still order online if I don’t have a credit card?
A: We also accept PayPal which allows you to pay by credit card, or by a debit direct straight from your bank account.

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Becoming a member

Q: Do I need to become a member of Baby Giraffe to place my order?
A: When you checkout you can do this as a member or a guest.   We don't save any of your details other than the order/shipping info when you checkout as a guest.  We do save member details and allow our members to even save their own delivery / billing addresses for quick and easy repeat purcahses.  Members also have other benefits such as special discounts throughout the year.

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Delivery FAQs

Q:  What’s the Baby Giraffe delivery policy?
A:  Please see our Shipping and Returns page.

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Q: How do I know you’ve received my order?
A:  A printable confirmation page will appear as soon as your order has been recieved. You'll also get a copy via email. If you don't , please contact our Customer Service Team can email via [email protected] or phone us on 1800 891 701.  

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Q: What if I haven’t received my order yet?
A: If for some reason you haven’t got your order when you think you should (Shipping and Returns), please contact us on [email protected] or phone us on 1800 891 701. 

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Q: Can I track my current order online?
A:  You’ll receive a shipment notification email when your order has been sent. This email includes a tracking number from Australia Post - our current delivery service.  This information can also be found if you login to the My Account section.  If you’ve got any questions, please contact us on [email protected] or phone us on 1800 891 701. 

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Q: If I’m shopping as a guest, can I still track my order online?
A: You’ll receive a shipment notification email when your order has been sent. This email includes a tracking number from Australia Post. If you’ve got any questions, please contact us on [email protected] or phone us on 1800 891 701.

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Q: How much will delivery cost me?
A:  We are proud to offer free shipping on orders over AUD $99. Orders less than AUD$99 cost $9 to delivery anywhere within Australia.

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Q: How long will my order take to arrive?
A: If you’re in Sydney, place your order by 4pm on a business day and we'll ship it to you the next business day. Orders delivered to Brisbane and Melbourne take 2-3 business days to arrive.  For the rest of Australia your order will arrive within 3-5 business days.

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Q: I live overseas but I want to send my order to an address in Australia. Can I do this?
A: Yep, no problems! Just order as per normal. If you have a foreign credit card, that’s fine.

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Q: Do you deliver overseas?
A: Not at the moment, but we hope to very soon. Watch this space!

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Delivery problems

Q: What if my order is damaged when I receive it?
A:  It’s pretty unlikely, but should your order arrive damaged, please contact our helpful Customer Service Team on Live Chat, email us or call us on 1800 891 701 and we’ll be right onto it!

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Q: What if I’ve received an item I didn’t order?
A:  Please contact our Customer Service Team , email us or call us on 1800 891 701. We’ll sort it straight away.

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Returns FAQs

Q:  How do I return something I don’t need anymore?
A:  Easy – contact our brilliant Customer Service team by email or call us on 1800 891 701 and we’ll help you out. Click here for our Returns and Exchanges policy.

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Refunds and Exchanges

Q: What happens with refunds and exchanges?
A: If you’ve bought your item online and are not 100% satisfied with it, we’ll gladly offer you an exchange. Or, if you paid full price you can also choose a full refund. We just ask that goods being returned are in unworn, original condition, with all original tags attached. Please contact our helpful Customer Service team, email us or call us on 1800 891 701. Click here for our Returns and Exchanges policy.

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Q: How will I be refunded if I return an item?
A: If your refund is processed by our Customer Service team, it’ll be returned to the same account that was listed on your order – for example, into your credit card account. Please see our Returns and Exchanges policy here for more details.

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Q: How long will it take to receive my refund?
A:  Once our Customer Service Team has processed it, your refund will be returned to your nominated bank account within 3 working days. If it’s not there after this time, please call your bank to find out why. Please see our Returns and Exchanges policy here for more details.

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Q: Are there any items I won’t be able to return?
A:  Sorry, but there are some things we can’t accept for return or exchange.Non-merchandised items, such as gift cards are not eligible for return. Please see our Returns and Exchanges policy here for more details.

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Q: My item is faulty. What should I do?
A:  Please contact our Customer Service Team via email or call us on 1800 891 701 and we’ll get it sorted straight away. For more details, click here to see our Returns and Exchanges policy.

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Customer Service

Getting Help

Q:  Help! I’m having trouble shopping online
A:  No worries – just speak to one of our helpful Customer Service Team via email or call us today on 1800 891 701 and we’ll sort it for you.

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Q: What if I can’t find something I’m looking for on the website?
A: Please contact our savvy gift advisors, who’ll do her or his best to help you, with a great alternative!

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Q:  How is my personal info used?
A:  We’ll only ever use your personal information when it’s necessary for carrying out our service to you our customer. For more details see our Privacy Policy here

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Q: Are my details secure with Baby Giraffe?
A: Baby Giraffe uses a RapidSSL CA SSL certificate from GEO Trust Inc for extra security. This is a high-grade Encryption (Camellia-256, 256 bit encryption key) that ensures your payment and personal information remains secure during your payment.

When you’re shopping online we give you the option of saving your credit card details, to make things quicker next time you shop with Baby Giraffe. Your details are securely stored at Eway (our payment partner), which is PCI DSS compliant (geek speak meaning your credit card details are totally safe and secure!!) Click here to view the PCI DSS certificate Your credit card info definitely can’t be accessed by any third parties. You can also delete any saved credit cards by logging into Your Account.

Our range of payment methods include Visa, Mastercard, Amex, Diners and Paypal. Click here for more information.

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Terms and Conditions

Q: Do you have online terms and conditions?
A: Yep – check ‘em out here.

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