FAQ's

I placed an order, when should I expect it to be shipped? 

Broome Baby aim to dispatch orders within 1-3 business days. Broome Baby’s post days are Monday, Wednesday and Friday. On a new season launch or a sale, it can take between 1-2 weeks to dispatch due to the volume of orders received.

 

I sent an email but have not received a reply, why should I do ? 

Please ensure you are emailing the correct email address (info@broomebaby.com) and ensure you are not replying to any automated emails. Please allow up to 72 Business hours to receive a reply. Broome Baby’s admin team aim to reply to all emails as quickly and as efficiently as possible although please keep in mind that due to the high volume of emails we receive each day, it can take us up to 72 hours to get back to you. 

 

I have made a mistake with my order, what should I do?

Unfortunately Worrn are unable to make amendments to orders once they have been placed. Please ensure you review your order carefully before confirming at checkout. 

 

Do I have to pay any tax on my purchases?

For purchases outside of Australia, you may be required to pay duty tax on your orders. Please ensure you are aware of the possible charges you may incur in order to release your goods. We do not offer refunds if you refuse the package due to customs charges. 

 

Do you provide Shipping Insurance on overseas orders? 

It is the responsibility of the purchaser to organise their own shipping insurance. We do not cover insurance, duty or taxes in the shipping component that is paid during checkout.

 

What is the fit of Broome Baby’s garments ?

All of our items are true to size based on an average sized child. We recommend choosing the size closest to your child’s standard sizing. Or we recommend sizing up if in doubt. Also refer to the description box of each item where we provide further in-depth details on that particular item and how they fit. 

 

If I pre-order an item and I order an in stock item, when will delivery be?

Your order will be dispatched in full once all pre-order items are in stock.

 

 

My item arrived and I’d like to exchange it for a different colour/size/product. Do you offer refunds ? How can I exchange my item? 

Please note: all items being returned must be unworn, undamaged, unwashed and in saleable condition. This means all original tags are intact and the items must be in their original condition. Failing to meet these requirements will result in your return not being successfully processed.

Broome Baby do not offer refunds due to change of mind. If you do receive your package and decide you would like to send it back you have 7 days (for domestic orders) and 21 days (for international orders) to send your package back to our warehouse. Please ensure you fill out our returns form and send it back with your package. Return shipping Fees are the responsibility of the purchaser. For more information and details on where to ship your package please follow this link to our returns terms and conditions.

Please note : We do not offer exchanges, only store credits. This is due to the high demand we have for our products, which means we cannot always guarantee a size or colour will be available when your return eventually hits our warehouse.

 

I have received my package and it’s faulty, what do I do? 

Broome Baby take pride in packaging and processing all orders. In the rare chance you have received an item that has a fault. Please contact us immediately on info@broomebaby.com  and we will send you a returns form to complete.

 We cover the costs for items returned due to fault.

Once your garment is received in our warehouse, it will be inspected. If deemed faulty beyond repair we will offer you a replacement if we have the item in stock or a full refund on the item will be issued.

We highly recommend inspecting all of the items in your order upon receiving. Even when purchasing for a baby that may not be born yet or a size for another season. This is to ensure any returns or credits that need to be processed can be done in the allocated time frame. Unfortunately we are unable to process returns if the items are not returned in this timeframe.

If you perceive an item to be faulty upon its arrival, do not use or wear the item as this will void its ability to be returned. Please contact our admin team with evidence of the perceived fault and we will arrange for it’s return.  

 

I sent a direct message on Instagram but haven’t heard back from anyone, when will some one get back to me?

We do not use direct messages on Instagram as a form of communication. This is due to the volume of messages we receive daily. We ask that all conversations related to online orders are communicated over email so that there is a record of the conversation thread. This is to ensure there is no confusion and your request is sorted in a time efficient manner. We would absolutely love to chat with you and help you with any questions, so don’t hesitate to reach out to our friendly admin staff on 

info@broomebaby.com

 

 

I have a further question, who can I contact ?

For any further information please contact our admin team on info@broomebaby.com