Returns and Exchanges Policy
The Fluffy Mama wants you to love your new purchase, however there may be a reason for wanting to return your item. If this is the case please follow these steps.
- Before you send the item back please e-mail The Fluffy Mama - firstname.lastname@example.org
- Please return the product in new/unused condition with all tags attached within 7 days of purchase.
- Make sure you package the item well - we suggest double bagging your item and using tracking/signature on delivery to ensure safe return of your item.
- Any item purchased on clearance will not be eligible for a return.
- Colours/patterns/prints can vary from carrier to carrier (particularly wrap conversion carriers). This is not considered a defect or fault.
Please note any refund will not include the original cost of delivery to you. Returning the Item to us will be at your cost, unless there is a visible defect with the product which will be assessed on an individual basis.
Any baby carriers or woven wraps that are returned will incur a 10% restocking fee - any lingerie cannot be returned.
Damaged or Faulty Items
In the unlikely event your Item is damaged during transit, was incorrectly sent or is faulty, we will happily arrange an exchange or a refund, provided that you follow the Returns and Exchanges Policy set out above in these Terms of Sale.
Woven wraps are perfect in the imperfections. Think of each one a one of a kind! Some are handwoven and as such have visible nubs, slubs, and threads which in most cases are absolutely normal. If you are unsure, please take a clear photo and send us an email to discuss your concerns.
We are not able to accept “change of mind” returns for items that have been made or prepared according to your specifications, for example personalised, customised or “made to order” Items (except where these Items are faulty or damaged in transit).
Please note that items marked "Sale" (or similar), “Sample” or “Seconds”, are unable to be returned to us for an exchange or refund.
Method of Refund
We will usually provide the refund using the same method originally used by you to pay for your item. Please allow up to 28 days (from the day you return the item to us) for your refund to be processed. Although we will always strive to refund you in a timely manner. Note that it may take a further few days for the money to appear in your account depending on your bank or card issuer.
We offer flat rate $9.95 postage - all item will be sent via Australia Post Express Post Satchels. Any purchases of $200 of greater will qualify for the same post service - free of charge.
Discounts & Sales
Due to agreements with our suppliers we cannot offer discounts on Hotmilk, Lillebaby or Tula products.