Shipping

Domestic - within NZ
Free NZ shipping on all orders $85 and over, excluding large products.
Flat rate of $8.50 for orders $84.99 and under, excluding large products.

A large shipping fee of $25 for the North Island and $40 for the South Island applies. Postage cost will be shown at checkout.
Saturday delivery cannot be guaranteed.

If you place multiple orders, we reserve the right to combine the orders when shipping in order to save on wastage.  This is irrespective of whether you have paid multiple times for shipping.  We are unable to change or add to orders once placed so please check your cart carefully to ensure it is correct.

Once we've shipped, you’re at the mercy of the courier! However, we do aim for 1 – 2 days delivery within NZ once shipped (rural delivery can take longer).  We are based in Hamilton, New Zealand. 

Pick Ups
We allow pick ups from our Warehouse at 1 Glennis Pl, Frankton, Hamilton, Monday to Friday 9am to 5pm.  Please select pick up at the checkout and you will receive an email notification when your order is ready for collection. 

International
If you would like to place an order for international delivery, please email hello@bearandmoo.co.nz with your order and we will send you a quote for shipping.

Packaging

Our packages are shipped as plastic free as possible.  We use compostable bags which are 100% made from plants and can be composted at home. Please remove all courier ticket labels and the non-toxic adhesive glue strip prior to composting. You can read more information about the compostable bags here.   We use paper tape which can be recycled/composted.  We use cardboard boxes.  If products do arrive with any soft plastics, please recycle these if possible. 

Returns

We want you to be 100% happy with your purchase, therefore we offer a refund or store credit on full price purchases within 10 days of receiving them.

Any items returned must be unwashed, unworn, unused and in their original packaging in the same saleable condition they were sent to you in.  We cannot accept returns where the original packaging is damaged or tags/labels have been removed.

Sanitary pad products are all final sale only due to the nature of the products.

Swimwear can only be returned if the hygiene sticker is still in tact and has only been tried on with underwear.

Please check sizing charts before ordering clothing, and if in doubt email hello@bearandmoo.co.nz where we can advise on measurements and help you decide.  If a product doesn't fit when it arrives, you are welcome to return it under this returns policy as long as it meets the requirements above.

There are no refunds or store credit given on sale items except as required by the Consumer Guarantees Act.

We do not offer exchanges.

Please contact us to arrange any returns. 

Returns are to be shipped at your expense (unless products are faulty) and must be done so with a signature required as we are not responsible for any returned items lost in the post.  Once received, we will process your refund or store credit.  When you send your item, please include your contact details, order number and whether you would like a refund or store credit.  Please do not ship any items for return without contacting us first. 

Please note that we do not refund your original shipping cost and if items were eligible for free shipping, we reserve the right to deduct our shipping costs from any refund due.

Faults

If you believe a product is faulty, please send a photo or video to us on hello@bearandmoo.co.nz and we will let you know the process for an exchange or refund.

Electrical Products

Before returning a battery operated item which you consider faulty, we require that you have tested your item with a brand new set of high quality batteries, such as Everyready GOLD, Energizer Plus or Duracell Plus. The majority of ‘faults’ are due to the use of poor quality batteries, such as using a mix of old and new batteries, using rechargeable batteries or cheap chain store or $2 shop batteries. If your item still seems to be faulty or the fault is with an item that is charged by cord then please email us on hello@bearandmoo.co.nz and we will contact the supplier. We may ask you to run some at home tests which we will email through.  If these don’t work we will get the item back for testing and if it is deemed faulty then we will be happy to replace / refund depending on stock.  If it is returned and not deemed faulty, you will be responsible for the cost of shipping.

Warranties

Bear & Moo branded products have a 24 month warranty.
Hello Poppet has a 12 month warranty.
Launder & Love has a 12 month warranty.

Other brands we stock each have their own individual warranty periods.  If you believe a product is faulty, please contact us so we can assist.

If you cannot find the answer to your query below, please contact us.

How can I pay?
We’ve got options!  Shopify payments allows you to use your credit card or Visa debit card.  If you want to pay your order off, you can use Afterpay or Zip.

I'm trying to use my rewards code or discount code at the checkout and it's not working - why not?
A couple of possibilities!  The most common is that there is a value pack in your cart.  Because these are already discounted, rewards vouchers and discount codes aren't valid on these items.  You may also be using another code already (Shopify only allows one code per order), or you perhaps have the code wrong.  If you're not sure, flick us an email and we'll be happy to help you figure it out.

Do you allow pick ups?
Yes we do.  We allow pick ups from our Warehouse at 20C Lake Road, Frankton, Hamilton.  Please select pick up at the checkout and you will receive an email notification when your order is ready for collection, including the pick up hours.  If the hours do not suit, please email us and we will do what we can.  Please note that all pick ups are only during business hours.

What’s your policy around privacy and my details?
Your privacy is incredibly important to us.  We will not disclose or sell your information or anyone … even if they ask really nicely.  Credit card details are not stored anywhere.  You can check out our full privacy policy here.   

More questions?  Email us at hello@bearandmoo.co.nz and we’ll do our best to answer!