Shipping / Delivery / Returns

Smooch Baby endeavours to bring to you competitive shipping prices throughout Australia and around the World.

Smooch Baby use standard Australia Post service with the option to select Express or Courier Post services (at extra costs). Postage and delivery cost is calculated during the checkout process online.

All prices quoted on this web site are in AUD $.

Important Conditions* - This excludes Furniture &/or Bulky items that are over 3kg or can only be sent via Courier. Excludes Express Post. Excludes International orders. Please allow up to 10 working days to receive bulky orders.

We cannot deliver to a PO Box. If a consignment has to be returned for this reason, no refund will be given.

All shipments require a telephone number for the consignee who may have to be contacted on the event of an address query. Please note for any overseas address a local phone number is required. The carrier will not call an Australian phone number. Baggage Freight will not re ship any returned item/s if a destination telephone number has not been provided and the carrier could not call to arrange delivery.

Delivery and Delivery Time

At Smooch Baby we aim to dispatch your orders within 3 working days.  Orders received after 2pm will not be processed until the following day. For large and bulky items, please allow 10 working days shipping. 

Australia Post & Couriers - When we receive your order, if all items are in stock, we will ship within 3 working days this excludes bulky items which have a minimum 10 day order time frame. 

International Orders

Smooch Baby are working on a shipping module to supply our products Internationally. However, we are still happy to ship internationally so if you would like a price, please feel free to contact us and we will provide this to you.

Returns

Smooch Baby supports you through the process of returning or exchanging your products in the closest possible way to the service you would expect in store.  We do our very best to bring you quality products from renowned suppliers. If for some reason you are not happy with your purchase, please contact us within 7 days of receiving your order and we will gladly exchange the item. However, goods will only be exchanged if returned unopened, with original packaging in tact and tags attached. Return postage of the item will be at your expense & additional delivery charges for the exchange will be charged.

Exceptions to Returnable Products 

Products offered on Sale are not returnable unless faulty. This type of sale is considered final. From time to time some products may be offered at a discounted price due to slight damaged or a small fault, this will be detailed on the product page. These items are also not returnable and the sale is considered final.

Incorrect Shipping Mishaps

In the event we accidently send you an incorrect order or forget to include an item, we will be sure to rectify your issue at the earliest possible opportunity.  Please contact us and then we will happily work with you to get this problem solved and your order correct and on its way to you.

Once we have confirmed the discrepancy, we will send you confirmation of the new shipping details and an estimated delivery time.

Faulty, Lost or Damaged Products?

Things happen beyond our control in the big world of shipping, and we all know, sometimes things just don't work.  We always make sure we provide you with the best quality and quality control our stocked items, but sometimes things just go wrong.  Please contact us as soon as possible so we can assist you in getting this issue solved.

Please note that the maximum claim value is the transit cover that is chosen at the time of booking. You will be Ineligible to make a claim if you have not paid for transit cover during the booking process.

Please ensure you understand conditions of cover prior to choosing you shipment option.

Any claim for missing item/s may only be approved once the carrier has finished their enquiry or investigation and deemed the item/s to be lost.

All claims must be lodged strictly within 7 days of receipt of goods in cases of delay for damage and 7 days in cases of loss.

Please note that claims can only be addressed up to 12 weeks after dispatch as carriers are only required to retain records for this time.

All items are checked before they are sent. If the item does have a fault, please contact us immediately to arrange a replacement or refund. Please note that delivery charges ARE NOT refundable in some cases. Items must be returned within 7 days of receipt with all tags and original packaging in tact.

To help us, help you.  You can do a few things to make the return process easier. First and foremost, contact us at Smooch Baby and we will discuss your situation and find a solution for you. We request that this is done within 7 days of receiving your items.  Your items should be returned to us in the same condition as they arrived in and packaged well.

In most cases, Smooch Baby will require the purchaser to pay for return shipping. We highly recommend that you do this through a reputable company with signature tracking to ensure your item gets back to us.

Once your return/exchange/refund request is processed, we will contact you with a RTA (Return Authorisation Number) and provide you with simple instructions and guidelines on how your claim will progress from there.

Please note, we are unable to accept returns on medical or hygiene products.  For made to order items, our supplier may incur a restocking fee on us to accept your return.  Smooch Baby unfortunately must pass this on to the customer. However, we will always contact you and advise you of any issues like this.

We will request photos where possible for damaged items, as both courier and our suppliers require this as part of their returns or warranty processes.  We will keep you regularly updated with all progress relating to your faulty or damaged product.  Different suppliers have different requirements, some may exchange, refund, repair or return, and some may not.  Smooch Baby will try to get you the best outcome when this occurs.

Incorrect Shipping Charge

In rare cases the correct shipping costs may not show at the checkout.Smooch Baby reserves the right to change the shipping costs of your order & will contact you to advise if there is any change to your shipping costs. In this case you will be asked to accept the charge before we ship your order. You or Smooch Baby may choose to cancel your order if you do not accept the shipping charge

Conditions

If we cannot determine the damage etc via your photos, we may require you to send your product back to us at Smooch Baby.  Once we receive your item, we will start the process on having this resolved.  If the product is deemed to be faulty or damaged, we will reimburse your shipping with your refund.

No claim can be made for an item delivered without a signature to a 'Driver Release Area'.

No claim can be made for a Dangerous or Hazardous item. Such items are prohibited from our services. If you fail to declare Dangerous or Hazardous goods you will be liable for prosecution, fines or imprisonment.

Any goods held in storage for the customer must be collected by an agreed date or they may incur additional storage charges or they may eventually be discarded at the senders expense.

The maximum claim value on each consignment is $100 unless additional transit cover is taken at the time of booking.

In the event of a shipping claim, the claimant must ensure that the damaged items are available for inspection in the state they were delivered, at the address they were delivered and that all packaging is kept for inspection by the carrier or the claim will be void. If the items are moved or repaired or if the packaging is not kept any claim will be void. Photos of the external and internal packaging as well as the damaged items must be supplied with the claim.

If any items appear to be damaged you must sign for them as "damaged" or you will be unable to make a claim. If you are unable to check the goods upon delivery please sign for them as "unchecked".

If you request the return of an item that is in transit and we are unable to comply no claim can be made.

All claims must be lodged within 10 days of receipt of goods in cases of delay or damage and 21 days in cases of loss.

Please note that claims can only be addressed up to 12 weeks after dispatch as carriers are only required to retain records for this time. 

Questions/Concerns?

Should there be any issues with your delivery or order, we will contact you at the earliest convenience and do our very best to accommodate your requirements in a prompt time frame. If you have any questions or concerns or if your delivery requirements change at any time, please e-mail us at info@smoochbaby.com.au.

At Smooch Baby, we hope to provide you with that personalised service, so if you would like to discuss special pricing with combined shipping for package deals, please contact us below and we will do everything we can to provide you with the best service available.

Feel free to contact us:

Email: info@smoochbaby.com.au

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