Refund policy

Delivery + Returns Policies

Delivery

Where can I have my purchases delivered?

You can have your Up Up’n’Away purchases delivered to any postal address around Australia, or internationally.

We are also more than happy to  ‘gift ship’ your purchases to an address in Australia or any international location for you.

What are the shipping costs?

Shipping within Australia is on us for selected items. Chosen items will have free shipping on the product page and will appear as free shipping on checkout.

NOTE: All Babyhood products are not free shipping - see below for information.

International shipping rates are weight based. The weight of any product can be found on its individual page. To match the policies of the shipping companies we use, all weights will be rounded up to the next 500 grams. International shipping and handling rates are based on the size of your order, and are combined when you order more than one item.

An individualised shipping quote will be given as you finalize your order.

All Babyhood Cots, Mattresses & Baths are subject to freight & shipping quotes. Unfortunately, we cannot give you a price at checkout.

If you have purchased a Babyhood product please see note at bottom of the cart page there is information re: freight costs.  

Shipping & Freight Information for Babyhood Products

Freight for Babyhood cots, mattresses, and baths are calculated after checkout, as costs vary by location, size & weight of purchased items.

At checkout, you’ll be charged a $45 handling fee plus an estimated freight cost. Once your order is placed, we’ll confirm the final shipping cost and email you:

If the actual freight cost is higher, we’ll invoice you for the difference.

If it’s lower, we’ll refund the extra amount paid.

Your order will be shipped once the final payment is received.

If you have any questions, feel free to reach out!

How long will it take for me to receive my order?

We dispatch our orders within two to three business days of receiving them. Shipping times are usually between 7 to 21 business days depending on your location within Australia and can be up to four weeks for overseas orders.

If for any reason, there is going to be a delay in shipping because an item is out of stock or if there is to be an unusual delay in filling an order, we will notify you by e-mail. No refund, returns, replacement or exchange will be given for this reason, however we are able to provide some benefits on a case-to-case basis upon review.

Any and all dates for delivery are approximate only and we are not liable for any delay in delivering your order.

What happens if my order is lost in transit?

If a shipment is lost in transit, we will wait for 14 days after the estimated delivery date to see if it produces itself, and then we wil look into reshipping the order. We take no responsibility for the freight company losing the item. Each case will be looked into on a case by case basis and determine if another item will be shipped. we resercve the right to refuse to re-send. If you have any question about our shipping policies, please email us at info@upupnaway.com.au.

Returns

When is refund or exchange on products available?

We aim to provide you with the best online shopping experience, and it's really important that you love your purchase from Up Up’n’Away. If you are not completely satisfied with the quality of your order within 30 days of receiving the item, Up Up’n’Away will refund the item, or exchange it for a different colour or style if preferred but this is at the discretion of Up Up'n'Away.  The item will need to be returned to PO Box Nerang, Qld, 4211 before refund is issued.  For return postage Up Up n Away will send you an prepaid envelope to send the item back.

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.

We stand behind the quality of our products wholeheartedly, and we guarantee that they are free from defects in materials and workmanship. Should you encounter any issues with the quality of our product, we pledge to rectify the situation promptly and efficiently.  

If the item is not what you ordered then please contact us so we can rectify the issue as soon as possible. If this error is on the suppliers behalf then either another item will be ordered and shipped to you or alternatively a discount given to compensate and no item will be re-ordered. If a new item is chosen to be shipped then the shipping terms & times apply for the item being re-shipped.  Up Up'n'Away will do the best to issue the correct product but before the re-order can take place the original product needs to be shipped back to our head office. If a discount is to be given then the discount amount will be determined by Up Up'n'Away (only) based on a case by case basis.  

In all cases, if Up Up'n'Away incurs fees such as re-stocking fee, cancellation fee, bank charges, credit card charges and other fees , then a refund may have these fees deducted before a refund is given. So, the original amount paid may have fees deducted and the remainder will be refunded to the customer.  This is at Up Up'n'Away's discretion on a case by case basis.

If you would like to return or exchange an item, please contact Up Up’n’Away to discuss your options at info@upupnaway.com.au or by calling +61 7 414509857.

How do I return my item?

Once you have contacted Up Up’n’Away regarding returning your item, all items should be returned by post in their original packaging at the customers expense unless the item is faulty. Any items damaged or altered from their original state will not be exchanged or refunded, and will be returned to the customer.  However, if the product is proven to be faulty upon return, UpUpnAway with refund the postage upon receipt of invoice proof. 

How will my purchase be refunded?

Once the item/s have been received and reviewed, we will the gladly credit your original method of payment. Refunds can only be credited back to the credit card or Paypal account that was used to make the original purchase. The refund will be processed as soon as the items have been received and inspected by Up Up’n’Away. Please allow 7-10 working days from the day you return the item for your account to be credited. Please note:  if the product is found to be faulty the shipping costs incurred to return the item will also be refunded.

We regret that we are unable to refund original shipping and handling costs, unless the item was faulty or not as ordered. We do not refund postage on change of mind returns.