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SUPPORT HUB

Cleaning Tips

HOW BEST TO CLEAN A FAUX LEATHER BAG?

We always recommend avoiding the temptation to use a leather care cream on your M&B. bag.  

As faux leather is not an animal product, the leather care creams don't work the same way. This is, however, a great benefit of faux leather because 99% of stains or marks can be cleaned away with a light damp cloth and mild soap. (non-scented antibacterial kitchen wipes work great too!)

Please please please, do not put your nappy bag in the washing machine or submerse in water. 

HOW SHOULD I CLEAN THE INSIDE OF MY NEW M&B. BAG?

Similar to caring for the outside, the inside of your bag can be cleaned using a damp cloth and soap. Wet wipes are your friend here too for easy on the go cleaning! 

WHAT'S THE BEST WAY TO CLEAN MY M&B. NAPPY BAG ACCESSORIES?

Highly likely, the baby change mat and insulated bottle warmer will need a "freshen up" at some point. Both of these can we wiped clean with a soft cloth and soapy water or if it really needs emergency care, these can be machined washed on a gentle setting and dried on the line. 

General Information

HOW CAN I CONTACT YOU?

Hopefully, you'll find the answer you need from one of the articles we have on our help centre, but if you need a little help or just want to say hello, just select one of the contact options below.


Please get in touch through ONLY ONE method of contact as contacting through multiple channels for the same query may delay response times for you and other customers.



WHY DON'T WE HAVE A PHONE NUMBER / CALL CENTRE?

We do not have a call centre and we are not set up to handle high volumes of phone calls. 

The M&B. brand was built online and we ensure our customer support is of the highest quality! You may get an automated response once in a while, however all our channels are monitored by staff who are always eager to help you out quickly and efficiently. 

WHAT INFORMATION DO I NEED TO PROVIDE YOU?

When contacting our lovely Customer Care team, be sure to include as much information as possible e.g. Order Number, email address used for the order, pictures etc.  

This will allow us to answer any questions you have as quickly as possible.

MORE QUESTIONS

If you have any questions at all, please don't hesitate to contact our support team at support@motherand.baby

Delivery

DELIVERY INFORMATION

 

The below information was last updated on the 7th of April 2021

FREE SHIPPING

As part of the customer experience with M&B. we offer 100% FREE STANDARD SHIPPING WITHIN AUSTRALIA, direct to your door, when you spend over $140.00

Whats the catch you ask? 

There isn't one!

 

FAQ's

1) Are you still open for delivery during COVID-19?

Yes, we ship all online orders within 48 hours. For those who have selected Express Shipping, we take it to our local Australia Post office on the same day unless they have closed for the day.


Australia Post have announced the following service changes:
  • As an 'essential service' postal services are fully operational and delivering across Australia.
  • All parcel pick-ups and deliveries are now contactless (please keep an eye on your tracking so that you receive your parcel safely)
  • Due to an increase in demand, your parcel may take longer than usual. If you have not received your parcel more than 5 days later than estimated delivery, please contact the postage service directly. Any issues, please email us so we can help you locate your parcel.
 
2) How will my order get dispatched?
All standard shipping orders are dispatched from our warehouse in Melbourne Australia. Orders within Australia are sent with either Australia Post, StarTrack, DHL or Couriers Please.
Deliveries are subject to Victorian Public Holidays.
Your order will be dispatched within 48 hours on business days during these public holidays.
All orders placed before Midday AEST (Monday to Friday) will be dispatched from our warehouse within 48hrs.
If your order is placed on a Saturday or Sunday, it will be dispatched the next working business day.

3) How long will my order take?
Transit time between all capital cities (except Darwin and in Perth CBD only) and some major centres 3 - 4 business days. Outside metropolitan areas allow up to 10 days (including WA, Northern QLD & NZ).
For international orders, please allow up to 2 weeks. We send all international orders via DHL, TNT or Aus Post.
 
4) How do I know my order has been shipped?
You will receive an Order Confirmation email from us once you have placed your order and another email with tracking information to keep you in the loop once your order has been picked up from our warehouse. This email contains your tracking number so you can track the progress of your order through their websites.
 

HOW DO I TRACK MY ORDER?

Have an M&B. account?


Log into your account through the online store, check out the fulfilment status against your recent order. If the order has been fulfilled, click onto the order information and you can find your tracking information here. 


I don't have an M&B. account yet


As soon as your order has been fulfilled, you'll receive a shipping confirmation email titled "Your Order is on the way". You will then be able to track your order though the tracking link on the email. If you haven't recieved an email yet, not to worry! Your order will usually take around 24-48 hours to be dispatched. 

Please note, depending on how busy the postal services are, the tracking can sometimes take up to 24hrs to update.

CUSTOMS & IMPORT FEE'S

As all orders are currently shipped from Australia, you may have additional import fees upon delivery.


AUSTRALIA – All orders above AUS$1000 will be subject to import duties. This figure can vary depending on the value of the parcel, so please check with the Department of Home Affairs for more information


NEW ZEALAND - All orders above NZD$60 will be subject to import duties. This figure can vary depending on the value of the parcel. You can get an estimate from the New Zealand Customs Service website, click here read more.


USA - For more information, please check with the US Customs and Border Protection Department. If you're still unsure on whether you'll be subject to customs fees, we'd recommend contacting your local customs office for more information before placing your order.


REFUSING TO PAY CUSTOMS - If you choose to refuse the customs fee and the parcel is returned back to M&B., a shipping & handling fee may be deducted from your refund. If you're still unsure on whether you'll be subject to customs fees, we'd recommend contacting your local customs office for more information before placing your order.

Returns & Refunds

RETURNS POLICY

How do I return an item?

Visit our Returns Centre. Enter your order number and email address to start. Follow the instructions and select the items you want to return. Once your request is approved, you will get a confirmation email with shipping guidelines.


What items are returnable? 

Within 30 days from the date of purchase, In unused and re-sellable condition, In the original packaging with all the tags intact.


What items are non-refundable?

The following items cannot be returned: Gift cards.


The item I received is damaged!

If the purchased product is faulty, reach out to us within 7 days of the delivered date.


Can the items be exchanged?

We allow the exchange of purchased items for selectable variants. Once the exchange request is approved and the original product returned to us, the replacement item will be shipped to you.


What are the refund options?

The following refund options are supported:

  • Refund to the original payment method.
  • Refund to store credit (if applicable).


How do I ship back the items?

For instructions on how to ship the returned products, refer to the email received after placing the return request. If the return is due to a faulty item, M&B. will cover the cost of the return postage. If the return is due to a change of mind, you will be required to cover the cost of the return. 


How soon will I get my refund?

Once your returned item is received and inspected, you will be notified via an email. You will also be informed about the approval or rejection of your refund request. If approved, the refund request will be processed within 5 - 7 working days after approval.


My question is not addressed...

If you have any queries regarding return or refund, reach out to us via email at support@motherand.baby

HOW DO I RETURN AN ITEM?

Follow these super simple steps to return your order:

  1. Go to our Return's Centre, (click on 'Return Your Item' below)
  2. Enter your order number (e.g. #12345) and email address. Please enter everything exactly as it appears on your order confirmation.
  3. Select which item(s) you are returning and why.
  4. Select the method you’ll be returning your order by.

RETURN YOUR ITEM

RECEIVED A FAULTY ITEM

We're sorry to hear you have received a faulty item!  Whilst we have tight quality control measures in place, every now and again something slips through the cracks.

Please create a Return Request within the "Returns Centre".


Follow the prompts within the "Returns Centre" and we'll have this fixed up in no time.

Don't worry about sending your faulty item back to us, just keep hold of it until you've been in touch.

CAN I EXCHANGE MY ITEM?

Please create a Return Request within the "Returns Centre".


Follow the prompts within the "Returns Centre" and we'll have this fixed up in no time.

HOW LONG DO REFUNDS TAKE?

If your return is marked as delivered, sit tight, our returns team will be in touch by email once the return has been processed to confirm your refund.  

But if you need to get in touch with Customer Care Team (support@motherand.baby) about your return, please include in your message:

  1. Proof of postage (like a receipt)
  2. The tracking number
  3. Your order number

We'll then get back to you as soon as we can!

WHERE'S THE RETURN FORM IN MY ORDER?

We’re super conscious of impact on our planet and its people. As part of our ongoing sustainability efforts, we’re creating positive changes today to help push for a better tomorrow.

With this in mind, we have decided to not include an additional Returns Card with the product. Instead we have set up a super easy to use "Returns Centre" that makes returning an item easier than ever!

Orders

I WANT TO CHANGE MY ORDER

We can make changes to your order up until the order is shipped. Once it is shipped, the order can not be redirected back to us. 

Unfortunately you will need to wait for the order to arrive at the delivery address, then start a "Return Your Item" using the "Returns Centre".

Changes to an order could be:

  • Changing the item
  • Changing the item colour
  • Delivery/billing address
  • Adding items to your order
  • Changing the Shipping method

I'VE RECEIVED THE WRONG ITEM

In the unlikely event you have received the wrong item, please contact us immediately with the following information to ensure that we can get this resolved for you quickly & efficiently:  

  1. Your order number.
  2. The name of the item you did not receive.
  3. The name of the item you received in it's place.
  4. A clear photograph of the item you have received.
 Once we've received the above info, our Customer Care Team will get this sorted for you ASAP! 

I'M MISSING AN ITEM FROM MY ORDER

In the unlikely event you are missing an item from your order, please contact us immediately with the following information to ensure that we can get this resolved for you quickly & efficiently:

  1. Your order number.
  2. The name of the item you did not receive.

Once we've received the above info, our Customer Care Team will get this sorted for you ASAP!

Payments

GIFT CARDS

HOW DO I PURCHASE A GIFT CARD?

You can purchase a Gift Card via the website. Gift Cards are not physically shipped, you will receive a confirmation email containing your Gift Card code. 


HOW LONG IS MY GIFT CARD VALID FOR? 

Our gift card's are valid for 12 months from date of purchase.


DO I HAVE TO USE THE FULL AMOUNT IN ONE ORDER?

No you don't. The amount you spend will simply be deducted from your Gift Card credit. You can then use the same Gift Card code on a new order you place with us. 


CAN I USE A GIFT CARD DURING A SALE? 

Yes! 


CAN I USE A GIFT CARD & MAKE A CARD PAYMENT ON THE SAME ORDER?

Yes!


I PLACED AN ORDER USING MY GIFT CARD & NOW WANT TO RETURN THE ITEMS

Orders paid using split payment (part Gift Card, part other payment method) will always be refunded to the Gift Card(s) first. Any remaining balance will be paid back to the other payment method originally used, which will appear in your account within 3-5 working days.


CAN I BUY A GIFT CARD FOR MY FRIEND? 

Yes! Place the order using your details (name, & email address) and forward the Gift Card to them. Alternatively, you can print off the code and give it to them this way.  

AFTERPAY

WHAT IS AFTERPAY?

Afterpay is a payment service allowing us to offer customers the ability to make purchases instantly and then pay for them in four equal payments made every 2 weeks without any interest.


HOW DOES IT WORK?

Place an order with M&B. using Afterpay as your payment method. You'll then be required to pay for the order in four instalments, due every two weeks. Even better, it's completely interest-free when you pay on time!


WHO CAN USE AFTERPAY?

Afterpay is currently available for shoppers from US, Australia & New Zealand, Canada


IS THERE ANYTHING ELSE I SHOULD KNOW? 

Orders must be below $1000.  Afterpay is not available on gift cards.  You must be 18 or over, have a bank account and a North American, Australian or New Zealand residential address (unfortunately Afterpay won't work for those living in South America). Late payment fees will apply. If you'd like more information on this then click here.