Shipping Policy

This Shipping Policy applies to orders placed through FlybyFly’s Australian website.

Dispatch Location

Orders are packed and dispatched from our warehouse on the Gold Coast, Queensland, Australia.

Order Processing Time

Orders are usually dispatched within 1–3 business days, Monday to Friday, excluding Queensland public holidays.

Dispatch and delivery times may vary during sales and holiday periods.

If there is a significant delay with your order, we will contact you where appropriate.

Australian Shipping Rates

For Australian orders:

• Free standard shipping on orders of $250 AUD or more, as calculated at checkout

• Standard shipping for orders under $250 AUD: $9.95 AUD

• Priority Express Shipping: $29.95 AUD (Priority Dispatch + Express Shipping. Free shipping applies to standard shipping only.)

Shipping rates are shown at checkout before payment is completed.

New Zealand Shipping Rates

For NZ orders:

• Free standard shipping on orders of $250 NZD or more, as calculated at checkout

• Standard shipping for orders under $250 NZD: $9.95 NZD

• Priority Express Shipping: $29.95 NZD (Priority Dispatch + Express Shipping. Free shipping applies to standard shipping only.)

Shipping rates are shown at checkout before payment is completed.

Estimated Australian Delivery Timeframes

Estimated delivery timeframes within Australia after dispatch:

• Standard shipping: 3–7 business days

• Priority Express Shipping: 1–3 business days

Estimated New Zealand Delivery Timeframes

Estimated delivery timeframes within New Zealand after dispatch:

• Standard shipping: 3–7 business days

• Priority Express Shipping: 2–4 business days

Delivery timeframes are estimates only and may vary depending on your location, the delivery carrier, peak periods, regional or remote addresses, weather events, public holidays, operational delays, or other circumstances outside our reasonable control.

Regional, rural and remote areas may take longer.

Tracking

Once your order has been dispatched, you will receive a shipping confirmation email with tracking details where available.

If you have not received your tracking email within 5 business days of placing your order, please contact Customer Care at:

hello@flybyfly.co.nz

Delivery Address Responsibility

Orders are shipped to the delivery address entered at checkout.

Please check your delivery details carefully before placing your order. FlyByFly is not responsible for delays, failed deliveries or lost parcels caused by incorrect, incomplete or outdated address information supplied by the customer.

If an order is returned to us due to an incorrect address, failed delivery attempts, refusal of delivery, or because the parcel was unclaimed, we may either:

• refund the order value excluding the original shipping costs; or
• arrange re-dispatch of the order at the customer’s cost.

Any additional shipping, return-to-sender, customs or carrier fees incurred may be deducted from the refund where applicable.

Missing, Delayed or Marked-as-Delivered Parcels

If your parcel has not arrived within the expected timeframe, please check your tracking link first.

If your parcel appears delayed, missing, or incorrectly marked as delivered, please contact us with your order number so we can assist you.

Please report missing Australian orders within 30 days of dispatch so we can investigate with the delivery carrier.

We may need to open an investigation with the carrier before a replacement, refund or other resolution can be provided.

Damaged Parcels

Please inspect your order as soon as it arrives.

If your order arrives damaged, please contact us as soon as possible and provide:

• your order number;
• photos of the damaged item;
• photos of the outer packaging;
• photos of any damaged internal packaging; and
• photos of the shipping label where possible.

Please do not dispose of the item or packaging until we have had the opportunity to assess the issue, as this may be required for a carrier claim or product assessment.

Packaging may occasionally show minor cosmetic wear, dents or marks caused during transit. Damage to the outer packaging alone does not automatically qualify for a refund, replacement or store credit where the product itself remains undamaged and fully functional.

If the product itself is confirmed to have been damaged during transit, we will assess the issue and, where appropriate, offer a replacement, repair, store credit or refund in accordance with applicable consumer laws and our policies.

Claims for transit damage must be submitted within a reasonable time after delivery.

Authority to Leave and Safe Drop

If you provide the delivery carrier with authority to leave your parcel, select a delivery release option, or the carrier leaves the parcel in a safe place in accordance with its delivery procedures, you are responsible for ensuring the delivery location is secure and suitable for receiving parcels.

If tracking information confirms that an order has been delivered, we may require time to investigate the matter with the carrier before a replacement, refund or other resolution can be considered.

FlyByFly is not responsible for parcels that are lost, stolen or missing after delivery has been confirmed by the carrier, unless otherwise required under applicable consumer laws.

Optional Shipping Insurance or Package Protection

If shipping insurance or package protection is offered at checkout, it may provide additional protection for lost, stolen, damaged, or undelivered parcels, subject to the terms shown at checkout.

Any optional shipping insurance or package protection fee is separate from standard shipping charges.

Where shipping insurance or package protection is not selected, we will still assist with delivery issues where possible, but outcomes may depend on the carrier investigation and the circumstances of the delivery issue.

Nothing in this section limits any rights you may have under Australian Consumer Law.

International Shipping

This Shipping Policy applies to orders placed through the FlyByFly Australian website.

Where international shipping is available at checkout, shipping costs, delivery estimates, duties, taxes and customs charges may vary depending on the destination country and selected shipping method.

For selected destinations, including the United States where applicable, duties, taxes and customs charges may be included at checkout. Unless expressly stated otherwise at checkout, customers are responsible for any applicable customs duties, import taxes, VAT, brokerage fees or other local charges associated with international orders.

For the most accurate shipping information, pricing and local checkout experience, customers should use the FlyByFly website intended for their region where available.

Contact Us

For shipping support, please contact:

Email: hello@flybyfly.co.nz
Phone: 07 5558 3889
Hours: Monday to Friday, 9am–3pm AEST, excluding Queensland public holidays

Returns at a glance. Eligible change-of-mind items can be returned within 30 days of delivery. Contact Customer Care for approval before sending anything back. Conditions and exclusions apply, and customers usually pay return postage for change-of-mind returns.

At FlybyFly, we want you to feel confident when shopping for your baby, nursery and gifting essentials.

This Refunds & Returns Policy explains how we handle change-of-mind returns, refunds, exchanges, damaged items, incorrect orders and product issues for customers in Australia and New Zealand.

This policy applies to purchases made through FlybyFly’s Australia and New Zealand websites.

Nothing in this policy limits your rights under the Australian Consumer Law, the New Zealand Consumer Guarantees Act, or any other applicable consumer protection law.

Change of Mind Returns

We accept change-of-mind returns within 30 days of delivery, provided the item meets the return conditions below.

To be eligible for a change-of-mind return, the item must be:

• unused and unwashed

• in original condition

• with tags attached, where applicable

• in its original packaging, where applicable

• returned with proof of purchase or order number

Change-of-mind returns must be approved by us before being sent back.

Unless otherwise agreed in writing by FlybyFly, return postage for change-of-mind returns is the responsibility of the customer.

Original shipping fees are not refundable for change-of-mind returns.

Items That Cannot Be Returned for Change of Mind

For hygiene, safety and product-integrity reasons, some items cannot be returned for change of mind once opened, used, washed, assembled, damaged, or removed from their original packaging.

This may include, depending on the item and its condition:

• bedding, sheets, blankets, towels and swaddles

• pillows, feeding supports and similar personal-use items

• soft toys, comforters and baby comfort items

• items that have been assembled, used, marked, stained, washed, damaged, or altered

• items marked final sale, clearance, or discontinued, unless faulty

This does not affect your rights if an item is faulty, unsafe, not as described, not of acceptable quality, or otherwise fails to meet a consumer guarantee.

Faulty, Damaged, Incorrect or Not as Described Items

Please inspect your order as soon as it arrives.

If your item is faulty, damaged, incorrect, missing parts, or not as described, please contact us as soon as possible so we can assess the issue and provide an appropriate resolution.

Depending on the circumstances and applicable consumer laws, resolutions may include a replacement, repair, store credit, partial refund or full refund.

Please include:

• your order number;
• your full name;
• a clear description of the issue;
• photos or video clearly showing the issue; and
• photos of the outer packaging and internal packaging if the item arrived damaged during transit.

Please contact us at:

hello@flybyfly.co.nz

Please do not dispose of the item or packaging until we have had the opportunity to assess the issue, as this may be required for a delivery claim, carrier investigation or product assessment.

We may request additional information, photographs or return of the item before a resolution is approved.

Your Consumer Guarantee Rights

Our goods come with guarantees that cannot be excluded under applicable Australian and New Zealand consumer laws.

If a product has a minor issue, we may choose to provide a repair, replacement, store credit or another appropriate remedy within a reasonable time.

If a product has a major issue, you may be entitled to choose a refund, replacement, store credit or other remedy available under applicable consumer laws.

A major issue may include circumstances where a product is unsafe, significantly different from its description, not fit for its normal purpose, or cannot be repaired within a reasonable time.

If we confirm that an item has a fault or issue covered by applicable consumer laws, we will cover or reimburse reasonable return postage costs where required.

How to Start a Return

Before sending anything back, please contact our Customer Care team.

Email:

hello@flybyfly.co.nz

Please include your order number and reason for return.

Once your return request has been reviewed, we will provide return instructions if the return is approved.

Do not send items back without first contacting us, as this may delay processing or result in the return being refused.

Return Address

Returns should only be sent to the return address provided by our Customer Care team after your return has been approved.

Our return address may vary depending on your location, product type and the reason for return.

Refund Processing Time

Once your returned item is received and inspected, we will notify you of the outcome.

If your refund is approved, it will be processed to the original payment method used at checkout.

Please allow 5–10 business days after approval for the funds to appear, depending on your bank or payment provider.

Shipping fees are not refunded for change-of-mind returns. Where a refund is required under consumer law, we will handle shipping and return costs in accordance with our legal obligations.

Exchanges and Store Credit

Where available, you may choose an exchange or store credit instead of a refund for eligible change-of-mind returns.

Exchanges are subject to stock availability.

If the requested exchange item is unavailable, we may offer a refund or store credit instead.

Sale, Clearance and Promotional Items

Sale, clearance and promotional items can only be returned for change of mind if they meet the conditions in this policy and were not marked as final sale.

This does not affect your rights if the item is faulty, not as described, unsafe, or otherwise fails to meet a consumer guarantee.

Order Cancellations

If you need to cancel an order, please contact us as soon as possible.

We will do our best to help, but we cannot guarantee cancellation once an order has been packed, dispatched, or handed to a delivery carrier.

If your order has already been dispatched, it may need to be handled as a return after delivery.

Return Packaging

Returned items should be packaged securely to avoid damage in transit.

For change-of-mind returns, the customer is responsible for ensuring the item is returned safely and in suitable condition.

We recommend using a tracked shipping service, as we cannot process a return that is not received.

Contact Us

For returns, refunds, exchanges, damaged items, incorrect orders or warranty support, please contact:

Email: hello@flybyfly.co.nz
Phone: 07 5558 3889
Hours: Monday to Friday, 9am–3pm AEST, excluding Queensland public holidays