Customer Service

Delivery

 
We aim to have all goods dispatched within 48hrs of receiving your payment, if we are unable to manage this we will email you and inform you of the delay. Of course weekends and public holidays are excluded (the couriers don't work).
 
  • We currently ship to New Zealand, Australia. We do ship to the United Kingdom, United States of America and other countries by arrangement.
  • When you place your order, you will choose your delivery area and the website will calculate the shipping so you know before you place your order how much the shipping will cost.
  • Goods will be shipped as soon as payment has been validated/confirmed
  • We aim to have goods shipped to you within 48hrs of you placing your order, if there is a delay for whatever reason we will contact you and explain the reason. Of course this excludes weekends and public holidays where we will ship/contact you on the next working day.
  • You will be sent an e-mail with the tracking code and the courier’s website for ease of tracking so you know exactly where your order is once it has left our warehouse.
  • For New Zealand deliveries we need a physical address as the couriers are unable to send to a Post Office Box.
  • Australian deliveries can be sent to a physical address or to a Post office box.


If for some reason a delivery is missing an item or number of items then Baby Trenz is to be informed within 48hrs of the goods being signed for. There will be no recompense for any items, if we are not informed of the shortfall within the given time frame.
 

Returns


We want you to be happy with your purchase, therefore if you change your mind, within 10 days of purchase, about the item purchased or it is damaged or defective simply return it for replacement,exchange or refund.

Returns need to be in their original condition including all protective packaging and returned within 10 days (especially for Moses Baskets and 7 days for Mattresses, (due to health and safety) of you having received the goods. In the instance of damage or defect, we will repair the items, if we cant repair or replace, we will refund you. If you change your mind about an item we are happy to refund or exchange the product for you, but cannot refund freight costs in these instances (see point three below).
 

Points to note:

  • Due to health and safety, we will accept returns on Wool or Foam Mattresses, within the week of purchase, with a proof of purchase. A credit note will be given.
  •  We cannot accept returns where the damage or defect is a result of something you did.
  • We often subsidise the cost of the freight. If you have changed your mind and decide to return the item,within the 10 days, then the full cost of the freight will be retained by Baby Trenz. i.e. if the item cost us $10 to ship and we have already charged you $6 then we will retain the extra $4 shipping expense when crediting your card. This also applies where the order was fully subsidised shipping, if the item is returned we will retain the shipping cost to us before processing the refund. If in any doubt please contact us on sales@babytrenz.co.nz one of our sales team will be more than happy to assist you in this instance. This only relates to change of mind purchases and in no way relates to damaged or faulty goods.
  •  Any Items bought before 16 February 2013, and are damaged, faulty or have any other problems,  will dealt with by Baby Tenz 2013 Ltd's, discretion.
 

Payments


We accept payment via Credit Card (Visa/MasterCard), and direct credit to our bank account. We also provide a Lay-By option which is also available at the checkout.

Credit Card: All credit card transactions are processed through DPS (Direct Payment Solutions) New Zealand’s leading online credit card facility.  Note:  The name that will appear on your statement will be "Baby Trenz 2013 Ltd"

Direct Credit: We will e-mail you with our banking details when your order is placed. Please note that payments can sometimes take 1-2 working days to appear in our account depending on who you bank with. Goods will be shipped once your payment has been confirmed in our account.

Lay-By

We only accept Lay-by on our full sets - unless prior arrangement has been made. 
 If you have chose the Lay-By option at checkout, you will be asked for a PO Number if you put there what you will be using as a reference on your bank deposit it will make it easier for us to match up payments.  We will email you our banking details, we require a 20% deposit at time of order ($20 for every $100 placed on lay by i.e: if you order total was $250 we would require $50.00 to secure your lay by) with the remainder over the next eight weeks.  As payments are received we will email you the starting balance, amount and date paid, and new balance. As soon as the goods are paid for we will ship them out to you. If you have any questions about the lay-by option please contact us at sales@babytrenz.co.nz.
 Please beware that if cancelling a Lay-by during Lay-by Period, a non-refundable,  $30.00 administration fee will apply
 

Privacy and Security


Your personal information is safe with us. Baby Trenz will not pass on any information you supply without your consent to persons or entities outside of our organisation, unless required by law.


Our website is protected by the highest level of SSL browser encryption technology available. It is used to ensure that all sensitive data transmissions between yourselves and our website are encrypted and secured to the highest level possible.

We Use DPS (Direct Payment Solutions) for all our credit card processing. They have a dedicated and purpose built development and data centre, specially designed for payments processing.
 

Unsure about placing an order online?

 
If you are still not sure about purchasing online please either e-mail us on sales@babytrenz.co.nz or phone us on (09) 2390060. We can take orders via the phone or whichever method you feel comfortable with.


We will dispatch your order within 48hrs (excluding weekends and public holidays), in the unlikely event your order is unable to be dispatched within this time frame we will contact you explaining the delay.



We pride ourselves on our amazing sales support. Please contact us for any assistance you may require

 

                                                              

Warranty


ALL OUR PRODUCTS ARE MADE FROM THE FINEST QUALITY MATERIALS AND ARE MANUFACTURED UNDER THE STRICTEST QUALITY CONTROLS
We guarantee all our products or part thereof, for a period of  30 days from the date of delivery to the
consumer against faulty manufacture. This guarantee is not effective against damage caused as a result of
incorrect usage of the product, accidental damage and general wear and tear.
                                                                      

How To Order

Contact Us

Baby Trenz Designer Moses Baskets
Phone:  09 2390060
Email:    sales@babytrenz.co.nz
64 Adams Drive
Pukekohe 2120
Auckland
Open to Public
9.00am to 3pm Monday to Friday & 10.00am till 1.00pm the first Saturday of each month.

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