If you've received a product that is faulty, defective or less than perfect, we will 100% replace it — no questions asked! 

We won't even ask you to return the defective product. Simply send us an email with your order details and a photo showing the problem so we can get this sorted for you right away and pass the feedback on to our manufacturer.

If what arrived isn't what you ordered, please let us know right away and we'll send you the correct items immediately along with a prepaid return label so you can send back the incorrect item at no cost to you.

Just so we're upfront — we don't offer refunds for change of mind. We know that's not always what you want to hear, but we hope you understand! 

If you've had a change of heart, you're welcome to request an exchange for another item or store credit to use whenever you're ready.

A few things to know:

• Returns must be initiated within 30 days of your order date
• Items must be unused, unwashed and in resalable condition, with original packaging and tags intact
• The cost of return shipping back to our warehouse is your responsibility
• We'll ship your exchange item back to you free of charge (express shipping fees are not included)
• A $9.95 Returns Processing & Handling fee applies (see below for details)
• Please complete our Returns Form and include it inside your return parcel

If the product you chose isn't quite the right size, or you'd prefer a different design or colour, we're more than happy to help you swap it for something better suited.

• Returns must be initiated within 30 days of your order date
• Items must be unused, unwashed and in resalable condition, with original packaging and tags intact
• Please complete our Returns Form and include it inside your return parcel
• The cost of return shipping back to our warehouse is your responsibility
• We'll ship your exchange item back to you free of charge (express shipping fees are not included)
• A $9.95 Returns Processing & Handling fee applies (see below for details)

We currently offer free exchange shipping to customers in Australia and the USA only.

For customers in all other countries, we are unable to ship exchange items internationally at no charge. Instead, we'll issue you a store credit for the full value of your returned item — and as a goodwill gesture, we'll also waive the $9.95 Returns Processing & Handling fee for all international returns.

We know this isn't quite the same as a direct exchange, and we genuinely appreciate your understanding — it's the fairest way we can support our international community while keeping things sustainable as a small business. 

All other return conditions apply — items must be unused, unwashed and in resalable condition with original packaging and tags, and returns must be initiated within 30 days of your order date.

If the item you originally purchased was discounted — whether through a promotion or as part of our bundle offer — we'll apply the same discount to your exchange item, as long as you're exchanging within the same product range.

Example: if you purchased a Sleepy Hugs at a discounted price and are exchanging for another Sleepy Hugs, the same discount will be applied to your exchange item.

We want to make sure you get what you need as quickly as possible!

A refund is available if you'd prefer to go ahead and purchase your exchange item yourself rather than wait for us to process your return.

Here's how it works:

• Returns must be initiated within 30 days of your order date
• Once we receive your return, we'll process your refund minus the $9.95 Returns Processing & Handling fee
• Items must be unused, unwashed and in resalable condition, with original packaging and tags intact
• The cost of return shipping back to our warehouse is your responsibility
• Please complete our Returns Form and include it inside your return parcel
• Please include both your original order number and your new order number so we can process your refund without any delays

If you have any questions at all, don't hesitate to reach out — we're always happy to help! 💛

A $9.95 processing and handling fee applies to all returns for exchange or store credit.

We want to be upfront with you about why — when products are returned, there are real costs involved in inspecting and repackaging each item to make sure it's in perfect condition before it can go to its next home. As a small, founder-led business, these costs aren't something we're able to absorb.

We hope you understand — and we're always here if you have any questions about your return. 

We aim to process all returns and exchanges within 7 business days of your item arriving at our warehouse.

Once your return is received, you'll get an email confirming your exchange order with the items you've requested. If there's any outstanding amount owing — such as a price difference between products or the Returns Processing & Handling fee — the email will include a payment link.

Once any outstanding payment is completed, our team will pack and dispatch your exchange through our usual fulfilment process. You'll then receive a shipping confirmation email with a tracking link so you can follow its journey to you. 

Here's everything you need in one place:

1. Download and complete the Returns Form → Click here to download
2. Include the completed form inside your parcel — without it we may not be able to process your return
3. Send your return to the address listed at the bottom of the Returns Form

Still have questions? We're just an email away — reach out anytime on customer@babylovessleep.com.au and we'll be happy to help. 💛