Help & FAQS

ORDERING

How much is your postage?
We try very hard to keep our postage at an affordable rate for our customers. For orders up to $120 Express Postage for Australian delivery is currently $10.00 and Standard International delivery is $20.00. Orders $120 or more are delivered FREE of charge anywhere in the world.

What can I do if something is wrong with my order?
Please contact the bubandboo team for assistance at contact@bubandboo.com.au or fill out our contact form using the "Contact us" link located at the bottom left corner of the bubandboo website.

Are all items in stock and ready for dispatch?
Yes, we keep stock of all items advertised on our website at our warehouse ready for dispatch.

Can I modify my order?
Please make sure you are satisfied with your final selection of bubandboo products before completing your purchase as we are unable to change any part of your order once your order is complete. This includes the delivery and payment method.

Can I cancel my order?
Please make sure you are satisfied with your final selection of bubandboo products before completing your purchase as after we have processed the order we are unable to cancel it.

Can I check the status of my order?
Log into your bubandboo account using the "My Account" link at the top right corner of the bubandboo site. Under your "Recent Orders" you can view orders you have placed. Here you can find the details of your order, including its status.

Where can I get assistance?
Please contact the bubandboo team for assistance at contact@bubandboo.com.au or fill out our contact form using the "Contact us" link located at the bottom left corner of the bubandboo website.

What happens if an item I purchased sells out and ends up being unavailable?
This is not a likely occurrence, however, sometimes we run out of stock after your shopping cart has been submitted. We try to avoid this frustration as much as possible.

If this does happen to you, you will receive an email or phone call from us stating the product that is out of stock and whether you would like to exchange it for a store credit to purchase another item or receive a full refund.

PAYMENTS

What currency do you use?
All prices listed are in Australian dollars and include relevant taxes.

What payment methods do you accept?
We accept Visa, MasterCard, American Express, PayPal, Android Pay and Apple Pay. We also provide deferred payment options through either Zippay or Afterpay subject to approval.

How safe is paying by credit card on your Website?
We utilise one of the most secure transaction channels available in the world today.

Our E-commerce application includes the following security features:

Shopify and PayPal, as our credit card payment gateways, ensure that your credit card details are recorded in a highly secure 128 bit encrypted environment.

Digital certification to verify integrity and authenticity from this Website.

Each order is checked, one by one by our accounts department before processing. This reduces the possibility of credit card fraud.

This means that when you order a product from our Website, you can rest assured that the highest security checks have been put in place to make sure that your details will not fall into the wrong hands.

How do I know my order has gone through and payment has been confirmed?
When you process your order in the checkout, the page will notify you if your payment has been accepted or declined..

Once your payment has been received you will receive an email confirming that your order is now being processed and an email with your tracking number once your order has left our warehouse.

DELIVERY

Has my order shipped yet?
We will email you once your package has left our warehouse and is on its way to you.

If you want to keep an eye on its progress you can:

  • Log in to your bubandboo account using the "My Account" link at the top right corner of the bubandboo site. Under your "Recent Orders" you can view orders you have placed. Here you can find the details of your order, including its status.
  • Use the tracking link in your confirmation email and enter the tracking number provided for your order. Or use the Australia Post track your item tool and enter the tracking number provided in your confirmation email.

When will my order be dispatched?
Orders placed before 5pm Mon-Fri AEST on in-stock items will be dispatched the next business day. Orders placed over the weekend or on public holidays will be shipped on the next business day.

Do you ship internationally?
Yes, we ship anywhere in the world that is currently serviced by the Australia Post delivery network.

When are orders delivered?
At bubandboo, we understand that efficient and economical delivery is important to our customers, that's why we use Australia Post as our shipping provider.

For Australian orders please allow 2 - 7 business days for delivery of your order, and for international orders please allow 6 -10 days. You will be sent a tracking number as soon as your order has left our warehouse so that you can track your order to your front door.

What if I’m not home?
A signature may be required when your order is delivered and as such we recommend that you provide a delivery address where someone will be available to receive your order.

If no one is available at time of delivery Australia Post will leave a card in your letter box advising you to collect your delivery from your local post office.

Alternatively, if you have any specific instructions please note these in the comments field during checkout and we will do our best to pass this onto the shipping provider.

How can I track my order?
A tracking number is provided in your confirmation email, enter this tracking number into the Australia Post track your item tool to monitor the current location of your order.

My order never arrived.
If there is no tracking information or the tracking information shows the item was returned to us, please contact us for assistance at contactus@bubandboo.com.au or fill out our contact form using the "Contact Us" link located at the bottom left corner of the bubandboo website.

What do your order statuses mean?
When your order status changes, you will receive an email from us notifying you immediately. The following is a list of the various statuses and what they mean.

  • Processed - Your order has been processed in the warehouse and is currently being picked and packed. If there are any issues with your order we will contact you at this stage. 
  • Partially Shipped - If your order is being shipped in different shipments or something is on backorder then you will be notified of this 
  • Shipped - This mean your order has been shipped in full to you
  • Cancelled - If your order is cancelled then you will receive this notification. 

RETURNS

What is your returns policy?
If for any reason you are unhappy with any of the items received, we will happily exchange or refund the purchase price of the item (Postage costs are not refundable unless the item is deemed faulty by us). See our Delivery & Returns policy for terms and conditions.

How do I return a product?
Please email contactus@bubandboo.com.au, be sure to quote your order number and include any images of the damaged product, we will contact you on approval and provide instructions on how to proceed with your return or replacement.

See our Delivery & Returns Policy page for full details on product returns.

Have you received my return?
Your refund will be processed within 2 working days of your item being returned to our warehouse. A confirmation email will be sent once your refund has been completed.

Please keep in mind the time it will take for your return to reach us in processing your refund.

If you have not received a confirmation email please contact the bubandboo team for assistance at contactus@bubandboo.com.au or fill out our contact form using the "Contact Us" link located at the bottom left corner of the bubandboo website.

Who pays for the return postage if the goods are damaged, faulty or not as you expected?
If your package arrives and your goods are damaged or faulty, just Contact Us within 14 days of purchase to organise a replacement. In the case of damaged or faulty goods we will pay all return shipping charges. If you change your mind and return the item to be exchanged for a credit or refund, shipping will be at customer’s expense.

GIFT CERTIFICATES and PROMO CODES

What is a promo code?
We may send special offers in our advertisements (email, newsletters etc.) where you can use promotional codes to save on purchases made at bubandboo. Promotional codes or 'Promo Codes' entitle you to receive discounts on items between specified dates.

To use a Promo Code online offer, simply type the code into the Promo Code area at Checkout. Please make sure you read any Promo Code Terms and Conditions. Promo codes are not compulsory.

Do you sell Gift Certificates
At present we do not sell gift cards, if you have a particular request please contact us.

How do I use a promotion code?
After adding items to your cart, click the "View Cart" link at the top of the bubandboo site to view your cart.

At the bottom of the shopping cart page you will see a "Promo Codes" field where you may enter your Promotion code to be applied to your order.

Alternatively, apply the code using the "Promo Codes" field provided during Checkout.

SHOPPING

Sales & Promotions.
We regularly run sales and promotions for our customers which offer further discounts on select products for a limited time. 

At midnight on the final day of the sale or promotion pricing will revert back to the regular price. Offers in our Sales and Promotions are good only while stock lasts. 

Due to the nature of Sales and Promotions you may see an "out of stock" indicator on products during this period.

I am having problems accessing your Website?
Please contact the bubandboo team for assistance at contactus@bubandboo.com.au or fill out our contact form using the "Contact Us" link located at the bottom left corner of the bubandboo Website.

How do I know which size to purchase?
As with all clothing, not all brands are completely standard. Sizes can sometimes vary from brand to brand. A Sizing charts/guides for our stocked labels is provided in the Help section at the bottom of the website.

If you are purchasing a gift for a newborn, we suggest that you get a larger size to account for differences in birth weight and to ensure that your item gets plenty of use.

Out of stock items
Although rare, if an item you have selected is temporarily 'out of stock' or unavailable, we will contact you as soon as possible to suggest alternatives.

Do you offer gift wrapping?

We provide free gift wrapping on all purchases.

If you are stuck for the perfect gift idea, we'd love to help. Just contact us and we'll be happy to help out with a suggestion or two. We know our stock well and can point you in the right direction!

MY ACCOUNT

I can’t sign in to my account

Make sure the log-in details you have entered are correct.

If you are unsure of your log in details, this information can be found in your registration confirmation email. If you have simply forgotten your password use the “Forgot Your Password?” link provided on the Log-in page. An email will be sent to you with your new password information.

Still not working? Please contact the bubandboo team for assistance at contactus@bubandboo.com.au or fill out our contact form using the "Contact Us" link located at the bottom left corner of the bubandboo Website.

How do I create an account?
Click on the "Register/Sign In" link under the "My Account" tab at the top of the bubandboo Website.

Create an account by entering the necessary information under the “Register for new account” heading. Then, simply follow the prompts provided to complete the registration process.

How do I edit my account details?
Log in to your bubandboo account using the "My Account" link provided at the top of the bubandboo Website. Once logged in, you can change your account details and preferences using the links provided.

I don't seem to be receiving my emails?
If you have registered an account with bubandboo you will receive exclusive emails on the latest products, deals and sales from time to time.

All email notifications will be sent to your registered email address. Please ensure your account information is kept up to date using the "My Account" link at the top of the bubandboo site.

You can check your subscription status by logging into your bubandboo account using the link provided at the top of the bubandboo site and under the "Newsletter Subscription" heading you can change your newsletter subscription preferences.

If you are still not receiving emails from us please contact the bubandboo team for assistance at contactus@bubandboo.com.au or fill out our contact form using the "Contact Us" link located at the bottom left corner of the bubandboo Website.

How can I subscribe to bubandboo Newsletters?
If you have registered an account with bubandboo you will receive exclusive emails on the latest products, deals, sales & more. You can change your subscription status by logging into your bubandboo Account.

To subscribe to our newsletter without setting up an account simply enter your details into the "Subscribe to our newsletter" subscription field on the bubandboo home page. Once registered, you will receive exclusive emails on the latest products, deals, sales & more.

Is my personal information safe?

At bubandboo your privacy is paramount. We will always respect and protect the privacy of our customers. We do not store credit card details, your payments are processed through a secure online payment gateway, once processed we will receive confirmation that your order has been paid and the amount.

All information that bubandboo does collect through normal business dealings remains confidential. Any information collected is only used for the processing of your order. bubandboo will never disclose or sell your personal information to any anyone. See our Privacy policy for further information.

If you would like your information to be removed from our database please email contactus@bubandboo.com.au

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