FAQ
Frequently Asked Questions
Everything you need to know about ordering from us. Can't find your answer? Email us anytime at theintentionalnursery@gmail.com — we respond within 24 hours.
🛍️ Ordering
How do I place an order?
Browse our collection, add items to your cart, and check out securely. You'll receive an email confirmation with your order details immediately after purchase.
Can I change or cancel my order after placing it?
Yes — within 12 hours of ordering, please email us at theintentionalnursery@gmail.com with your order number and the change you'd like. After 12 hours, your order may already be in processing and changes may not be possible.
Do I need to create an account to order?
No, you can check out as a guest. Creating an account is optional, but it makes future orders faster and lets you track your order history.
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, American Express), PayPal, Apple Pay, Google Pay, and Afterpay where available.
Is my payment information secure?
Yes. All transactions are processed through Shopify's PCI-compliant secure checkout. We never see or store your full card details.
🚚 Shipping & Delivery
How long does shipping take?
Delivery times depend on your location:
| Destination | Estimated Delivery |
|---|---|
| Australia & New Zealand | 14–28 business days |
| US & Canada | 14–30 business days |
| UK & EU | 14–30 business days |
| Rest of World | 20–40 business days |
We're upfront: our products travel a long way. We choose careful suppliers over fast shipping. Please order with this in mind, especially for gifts.
Why does shipping take so long?
Our products are shipped from our trusted supplier network and travel internationally to reach you. This is what allows us to keep our prices fair and our range thoughtful. We always include free parenting guides while you wait. 🤍
How can I track my order?
You'll receive a tracking number by email once your order is dispatched (usually within 1–3 business days). Please allow 3–7 business days for tracking to begin showing updates.
Do you ship worldwide?
Yes! We ship to most countries. A few destinations are excluded due to international shipping restrictions — if your country isn't available at checkout, please email us.
Will I have to pay customs or import taxes?
Possibly, depending on where you live:
- Australia: GST is included at checkout for orders under AU$1,000
- UK: VAT is included at checkout for orders under £135
- EU: VAT may be included for orders under €150
- Other countries: Local customs duties may apply on arrival and are the customer's responsibility
We can't predict customs charges as they vary by country. Check with your local customs office if you're unsure.
My order hasn't arrived — what should I do?
First, check your tracking link for the latest update. If your order hasn't arrived within 60 days of dispatch, email us at theintentionalnursery@gmail.comwith your order number and we'll investigate and offer a refund or replacement.
📦 Products
Are your products safe for babies?
Yes. We carefully curate our range and only stock products we'd give to babies in our own families. That said:
- Always follow age recommendations on each product
- Inspect items before use and discard anything that arrives damaged
- Supervise babies during use of any product
- Always consult a healthcare professional for advice on your specific baby's needs
Are sizes accurate?
Our clothing is sized in centimetres (cm) by baby height, which matches international newborn/baby sizing standards. Please check the size guide on each product page before ordering. Sizes may vary by 1–2cm.
What materials are your products made from?
This varies by product — check each product page for materials. Most of our clothing is cotton or cotton-blend. Our bath products use soft, absorbent fabrics. We avoid harsh dyes and synthetic materials where possible.
How do I care for my items?
Wash instructions are included on each product. As a general rule:
- Baby clothing: Wash before first use, cold gentle cycle, line dry
- Bath towels & robes: Wash before use, warm cycle, tumble dry low
- Play mats: Spot clean or follow product-specific instructions
Do you offer gift wrapping?
Not yet — but we're working on it! For now, our packaging is clean and gift-appropriate.
📖 PDF Guides
Are the parenting guides really free?
Yes. Relevant PDF guides are included free with qualifying orders, delivered to your email within 24 hours of order confirmation.
How do I receive my PDF guide?
It's sent to the email address you used at checkout, usually within 24 hours of your order. Check your spam folder if you don't see it.
Can I share the guides with friends?
The guides are for personal use only. If a friend would benefit, please send them our way — we'd love to welcome them too. 🤍
Can I get the guides without buying a product?
Some of our guides are available for free download via email signup on our homepage. Others are bundled exclusively with products.
Are the guides medical advice?
No. Our guides are practical, educational, and written with care — but they are not medical advice. Always consult a qualified healthcare professional (GP, midwife, paediatrician, lactation consultant) for advice about your specific baby.
🔄 Returns & Refunds
What's your returns policy?
- Change of mind: 30 days from delivery (item must be unused, unworn, in original packaging). Customer pays return shipping.
- Faulty/damaged items: Contact us within 7 days of delivery with photos. We'll arrange a full refund or replacement, including return shipping.
- Hygiene items (used towels, opened bibs, etc.) cannot be returned for change of mind.
- PDF guides are non-refundable due to their digital nature.
Full details are in our Returns Policy.
How long does a refund take?
Once we receive and inspect your return, refunds are processed within 5–7 business days. The refund will appear on your original payment method within 5–10 business days, depending on your bank.
My item arrived damaged — what do I do?
- Take clear photos of the item and packaging
- Email us at theintentionalnursery@gmail.com within 7 days of delivery
- Include your order number and the photos
- We'll arrange a refund or replacement at no cost to you
Can I exchange an item?
We don't offer direct exchanges. If you'd like a different size or product, please return the original (within 30 days, unused) and place a new order.
💛 About Us
Where are you based?
We're based in Australia. We ship internationally through our supplier network.
Who runs the store?
The Intentional Nursery is run by a solo founder who personally chooses every product, writes every guide, and responds to every email. When you message us, you're talking to a real person.
How do I contact you?
📧 Email: theintentionalnursery@gmail.com 📱 Instagram: @theintentionalnursery
We respond within 24 hours, Monday to Friday (AEST).
Are you on social media?
Yes! Follow us on @theintentionalnursery for product updates, parenting tips, and gentle reminders that you're doing great. 🤍
Still have a question?
We'd love to help. Email us at theintentionalnursery@gmail.com and we'll get back to you within 24 hours.