Customer Care

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Frequently Asked Questions

We offer FREE shipping on all orders over $99 excluding certain bulky goods (e.g furniture, some prams & strollers, playmats, etc.). All items classed as "bulky" will be noted on the product description page under "Shipping & Returns". Additional shipping charges will be calculated at checkout upon entering your shipping address.

Unless otherwise specified on the product page, products will normally ship within 1-2 days of receipt of your order, and should generally arrive between 5-7 days, sometimes sooner. If the item is hand-made to order, or selling via pre-order (as is the case with the furniture brands we retail), you can expect a longer delivery time of up to 4-16 weeks – however in these cases, you will know this prior to purchasing.

Your order will arrive directly from the brands you’ve purchased from – because life is more fun when you have lots of online deliveries to look forward to!

As soon as your item has been dispatched, you’ll receive an update via email. If you would like to see the status update on your order, you can login to our site here and go to ‘My Orders’ and the product tracking.

We currently only deliver within Australia.

One Fine Baby is a curated marketplace full of brands from all over Australia (and sometimes, around the world!). Because products are being shipped from different places, they may not all take the same time to reach you.

When your order has been dispatched, you will receive a tracking link via email so you can track your order/s.

Each brand will send their own products so they will arrive separately.

If it’s been a while, or you’ve ordered more than one item from the same seller but they haven’t all arrived, please reach out to us at [email protected] and we’ll get to the bottom of it!

Tracking information will be sent via email once dispatched. These emails sometimes end up in your spam/junk folder. If you still cannot find it, please reach out to us at [email protected]

Please allow up to 48hrs for our customer service team to respond to your enquiry.

No problems! Simply email our customer support team at [email protected] and we’ll make sure it goes to the correct address. We recommend you to do this as soon as possible before the parcel is dispatched otherwise it might be difficult to try to redirect the parcel.

Read our full Terms & Conditions HERE

Change of Mind

You can return any unused item, for any reason, within 15 days of receipt. Please email us at [email protected] to arrange this. 

Please note: Actual product colours may vary from colours shown on your monitor. Certain items are non-returnable, please refer to the product list in the clause below.

If you change your mind on a purchased item, you will be given a refund or store credit to the same value once the item has been received by the appropriate vendor, and any shipping costs incurred will not be refunded. Please ensure you use a trackable or signed-for delivery service such as registered post, as we cannot credit your account until the item has been received. Shipping fee has to be shouldered by the buyer for change of mind.

All items being returned must be dispatched/shipped within 10 days of the return being approved, and must be in original, unused condition and in their original packaging and must not be affected by being used in an abnormal way, or reduced in value by delay on your part. If these requirements are not met, the vendor reserves the right to deny a return.

Please note: We are unable to return or exchange an item that is not being returned or exchanged by the original purchaser.

Non-Returnable Products

Below is the list of items that cannot be refunded, returned or exchanged.

  1. One Fine Baby gift vouchers
  2. Personalised products that you requested to be designed exclusively for you
  3. Made-to-order or pre-ordered products (e.g. furniture)
  4. Products that are feeding & hygiene related (e.g underwear, earrings for pierced ears, teethers, dummies, opened Elvie pelvic floor trainers, breastpumps & accessories, baby bottles, nappy change clutches/wallets, change mats/pads, reusable nappies, opened disposable nappies, opened baby wipes, breast pads, women’s reusable liners/pads, mattresses, food, skincare, personal care items or makeup items.
  5. Sale items *see clause below

*All items from the following brands can not be refunded or exchanged for change of mind: Al.ive body, Babyhood Australia, Endota. 

Faulty Items

If the item you wish to return is faulty, we will require either photo proof of the faulty item or provide you with a stamped, self-addressed post pack in which to return it to the appropriate vendor. You will then be offered a replacement or repair of the faulty item or a full refund or store credit, whichever you prefer. Any refunds will be transferred back to the original payment method, e.g. your credit card, PayPal account or store credit.

Please note: We are unable to return or exchange an item that is not being returned or exchanged by the original purchaser.

Sale Items

Sale items are final sale and do not qualify for refunds or exchanges. We will only process a refund for sale items in the event that the item is deemed faulty.

If for any reason a product you have ordered is not available or out of stock, we will offer our deepest apologies and also refund you via the same method you paid with, or offer you a store credit to the same value, plus refund any shipping costs paid.

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