At FLYBYFLY®, we understand that parenthood is filled with special moments, big milestones, and busy days. That’s why we’re committed to providing a smooth and reliable shopping experience — from fast shipping to easy returns and warranty support.
If you have questions about your order, shipping, returns, or product warranty, our Customer Care team is here to help.
Common Questions
If you have received an incorrect item, missing item, or believe there has been an issue with your order, please contact our Customer Care team as soon as possible so we can review the matter and assist you promptly.
Once your online purchase has been completed, you will receive an order confirmation email containing your order and delivery details.
Once your order has been dispatched, typically within 1–3 business days, we will send a second email containing your tracking information. This tracking link allows you to monitor the progress of your delivery at any time.
If you have not received your order confirmation or dispatch notification within 5 business days, please contact our Customer Care team.
All orders are typically dispatched within 1–3 business days (Monday to Friday). Once your order has been shipped, you will receive a tracking email containing your tracking information so you can monitor the progress of your delivery.
Please note that dispatch and delivery timeframes may be slightly extended during promotional periods, public holidays and major sale events, including Black Friday and Mid-Year Sales, due to increased order volumes.
All orders are carefully stored and dispatched from our main warehouse on the Gold Coast, Australia.
Orders placed through the FLYBYFLY® New Zealand website are packed and dispatched from our Gold Coast, Queensland, Australia warehouse Monday to Friday. Once your order has been shipped, you will receive a tracking email containing your tracking information so you can monitor the progress of your delivery.
We aim to dispatch all New Zealand orders by the next business day where possible. Orders placed using Express Shipping are prioritised for faster processing and dispatch where available.
Delivery timeframes for New Zealand orders are estimates only and may vary due to carrier delays, customs processing, peak periods, weather events, public holidays or other factors outside our control. International shipments may also be subject to routine customs inspections, which can occasionally affect delivery times.
Orders are shipped to the delivery address entered at checkout. Please ensure your delivery information is accurate and complete, as FLYBYFLY® is not responsible for delays, failed deliveries or lost parcels caused by incorrect or incomplete address details provided by the customer.
If your order has not arrived, please contact our Customer Care team within 60 days of dispatch so we can investigate the issue with the delivery carrier.
Orders returned to us due to an incorrect address, failed delivery attempts, refusal of delivery or because the parcel was unclaimed may be refunded excluding original shipping costs, return shipping costs and any applicable carrier, customs or non-recoverable charges.
If you would prefer your parcel to be re-dispatched, please contact us within 30 days of the parcel being returned to us. Additional re-dispatch shipping costs may apply.
If no response is received within 30 days of the parcel being returned to us, we may process a refund excluding original shipping costs, return shipping costs and any applicable non-recoverable fees.
For added peace of mind, customers may choose to add Shipping Insurance / Package Protection at checkout.
Shipping Insurance / Package Protection may provide additional coverage for eligible delivery issues, including:
If Shipping Insurance / Package Protection is selected at checkout and a claim is approved, we will arrange a replacement product to be shipped to the customer at no additional cost, including replacement shipping costs.
All claims are subject to review, carrier verification, available evidence and the terms and conditions of the selected Shipping Insurance / Package Protection provider.
Where Shipping Insurance / Package Protection is not selected, we will still assist with delivery issues where reasonably possible. Any resolution may depend on carrier investigations, available evidence and the specific circumstances of the delivery issue.
We strongly recommend adding Shipping Insurance / Package Protection, particularly for higher-value orders.
Returns
30-Day Change-of-Mind Returns
FLYBYFLY® offers a 30-day change-of-mind returns policy to provide added peace of mind when shopping for baby and nursery essentials.
If you change your mind, return shipping costs are the responsibility of the customer. However, for your first approved change-of-mind return, we will cover the cost of shipping the exchanged item back to you.
Return Eligibility
To be eligible for a return, exchange or store credit:
We cannot accept returns for items that show signs of use, washing, wear, damage, assembly, alteration or removal from original packaging.
Please note:
Once your return is received and inspected, we will notify you of the outcome by email. Approved returns will be processed to the original payment method within approximately 5–10 business days where applicable.
Depending on the circumstances, customers may be eligible for:
For more detailed information, please refer to our:
To start a return, please contact our Customer Care team.
If you believe there has been an error with your order, or you have received an incorrect, missing or incomplete item, please contact our Customer Care team as soon as possible so we can review the issue and work to resolve it promptly.
FLYBYFLY® offers a 30-day product warranty from the date of delivery on all baby and nursery products, providing added peace of mind with every purchase. This warranty is provided in addition to your rights under applicable consumer laws.
We kindly ask that you inspect your order as soon as it arrives. If your item is faulty, damaged, incorrect, missing parts, or not as described, please contact our Customer Care team as soon as possible so we can assess the issue and work to resolve it promptly.
Depending on the circumstances, resolutions may include a replacement, replacement part, repair, store credit, partial refund, full refund or another appropriate remedy.
For more detailed information, please refer to our:
Our priority is to ensure every customer has a positive experience with FLYBYFLY®. If you have any questions or require assistance, our Customer Care team will be happy to help.
