It is very important to us that you are happy with your purchase.
If you have any questions, or need some guidance in choosing the right product to meet your needs, please do not hesitate to contact us via the contact form or via facebook messenger. I will endeavour to respond ASAP.
We would prefer you asked a hundred questions to make sure you're happy with your purchase, than not ask any and be disappointed and end up with a product you don't love.
We have created a Facebook group: 'Secret Garden Friends' where you can ask questions, chat and receive exclusive updates on new arrivals and exciting promotions.
We offer special orders on all baby carrier brands that we stock. These orders are by request only and have their own set of terms and conditions as these are items which we would not otherwise normally order in.
Special orders are subject to availability and will require either a $100 non-refundable deposit, or the amount paid in full before your item(s) will be ordered in. Please note, that the deposit is applicable to each individual item, and not a combined order.
By requesting a special order, you are committing to purchase the item(s) and the invoice must be paid within 24 hours of order confirmation.
If for whatever reason the item(s) is unavailable, the deposit/s will be refunded in full.
There will be no return on special orders unless the item is deemed faulty.
Layby is unavailable on special orders.
Special orders may take longer than normal to arrive, as we usually combine it with stock orders due to high minimum orders. The time in which your product will take to arrive will vary however may be up to 4 weeks. If you have any questions, please contact us via the contact form or our facebook page.
All returns must be made within 7 days of receiving your order.
Please inspect all items carefully before removing tags and/or washing.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging with tags attached.
Returns are only accepted for damaged or faulty goods. We do not accept returns for change of mind.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org and we will forward you the required information.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.