General Information

What is upupnaway?

  • UpUpnAway is an online retail store specialising in high-quality baby products and parenting essentials. We aim to provide parents with the best products for their little ones, ensuring safety, comfort, and convenience.

Where are you located?

  • We operate exclusively online, allowing us to serve customers nationwide and beyond. Our Office is based in Gold Coast, Australia.

What is the Phoenix Diary app?
The Phoenix Diary app helps you track and manage your newborn's routines, including sleep, feeds, baths, nappy changes, growth, and more.

What content is available on the UpUpnAway parenting hub?
UpUpnAway's parenting hub offers articles, tips, and guidance on various topics, including prenatal and pregnancy stages, lifestyle advice, parenting insights, child development, and family well-being.

How does the parenting hub support parents?
The parenting hub provides expert guidance, practical advice, and a supportive community to help parents navigate their parenting journey and foster a thriving family environment.

What is the focus of the Create & Play section?
The Create & Play section is dedicated to inspiring creativity and imaginative play in children. It offers ideas for crafting, playing, and exploring the boundless possibilities of childhood.

What kind of recipes can I find on the UpUpnAway website?
The website features a collection of recipes catering to different age groups, from babies and toddlers to school-age children.


How do I place an order?

  • Placing an order is simple! Browse our product categories, add your desired items to the cart, and proceed to checkout. Follow the prompts to enter your shipping details and payment information. Once confirmed, you'll receive an order confirmation via email.

What payment methods do you accept?

  • We accept major credit cards (Visa, MasterCard, American Express), PayPal, Apple Pay, Shop-pay, and Afterpay.

Is it safe to use my credit card on your website?

  • Yes, it is safe. We use industry-standard encryption to protect your personal information and ensure a secure shopping experience.


What shipping options do you offer?

  • We offer standard shipping. Delivery times vary based on your location and item weight.
  • We do offer express shipping on selected items for an additional cost.

Do you ship internationally?

  • Yes, we ship to selected international destinations. Please check our shipping policy for a list of countries we ship to and any additional shipping fees that may apply.

How can I track my order?

  • Once your order has shipped, you will receive a tracking number via email. You can use this number to track your package on our website or the carrier’s website.

What are your shipping costs?

  • We offer free standard shipping on selected items.
  • Please note that BabyHood brand items are subject to shipping cost due to the large packaging a quote is required.

Returns and Exchanges

What is your return policy?

  • We accept returns within 7 days after delivery, if the item is unused and in its original condition, and we will refund the full order amount minus the shipping cost for the return. Items must be in their original packaging. Please contact customer service to initiate a return.

How do I return an item?

  • To return an item, please contact our customer service team to receive a return. However, it's important to note that our guarantee does not extend to matters of personal preference, change of mind, or colour variations. Our focus remains steadfastly on delivering superior quality products that exceed your expectations. Once received, package the item securely and send it back to us.


How can I find the right size for me?

  • We provide a detailed size guide on each product page. If you need further assistance, our customer service team is happy to help.

Are your products available in stores?

  • Currently, our products are only available online through our website.

Customer Support

How can I contact customer service?

  • You can reach our customer service team via email at info@upupnaway.com.au , by phone at +61 414 509 857, or through our live chat feature on the website.

What are your customer service hours?

  • Our customer service team is available Monday to Friday from 9 AM to 5 PM (AEST).

Discounts and Promotions

Do you offer any discounts or promotions?

  • Yes, we regularly offer discounts and promotions. Subscribe to our newsletter or follow us on social media to stay updated on our latest deals.

How do I apply a discount code?

  • Enter your discount code in the designated field at checkout and click "Apply" to see the discount reflected in your total.


Do you offer gift cards?

  • Yes, we offer electronic gift cards in various denominations. They can be purchased on our website and are sent directly to the recipient via email.

Can I send a gift directly to someone else?

  • Absolutely! During checkout, enter the recipient's shipping address.

How do I subscribe/unsubscribe from your newsletter?

  • To subscribe, enter your email address in the subscription box on our pop up of our website. To unsubscribe, click the "Unsubscribe" link at the bottom of any newsletter email.

Additional Resources

Where can I find your privacy policy?

Where can I find your terms and conditions?

What happens if an item is out of stock after I order it?

  • If an item is out of stock after you place an order, we will notify you immediately and provide an estimated restock date or offer an alternative solution, such as a refund or a similar product.


These answers should provide your customers with clear and helpful information about your e-commerce store. If there is something you would like to ask, please email us, contact us by phone or via the online chat box.