Terms and Conditions

Do you offer layby?

Yes we do!  Clothing & footwear items may be placed on layby for four weeks, for other items, they may be placed on layby for 3 Months.  A 20% deposit is required.  To arrange a layby, please select the 'bankwire' option when making your order and write layby in the comments section.  We will then set this up for you. 

The item I received is not the one I ordered.

Sometimes we make mistakes, but we’ll put it right! We’ll replace the item or provide a full refund if we are unable to supply what you ordered.  To receive your replacement or refund you must return the original item to Nurtured.  We will arrange with you how best to return the item and we will process your refund or replacement within 2–3 days of receiving your item.

The item I received is not quite the same colour as the one I ordered.

We mainly use images provided by our suppliers and often colour hues and tones will vary significantly between devices they are viewed on.  If an exact colour match is essential, we recommend you physically view the item before ordering.  Not having an exact colour match between image & product is not considered a fault.

The item I ordered was damaged in transit.

On delivery of your item from the Courier you will be required to sign for the delivery and that it was ‘received in good condition’, or something similar.  Should you or someone sign this on your behalf then the Courier Company (and us) will not accept any liability for any damage that may have occurred.  It is your responsibility and right to thoroughly check your delivery before accepting it.

If your item was damaged between leaving Nurtured and arriving at your delivery address, the Courier will collect the damaged parcel from your address, along with the original packaging, and once the damage has been verified your replacement item(s) or a refund (if a replacement is unavailable) will be processed.

The item I ordered arrived faulty or didn’t work as intended.

Please arrange with Nurtured to return the item for testing. If we confirm that the item was damaged before leaving Nurtured, or was faulty out of the box, your item will be repaired or replaced by Nurtured free of charge. If no fault is found or the fault is found to be user error, then you will be contacted and the item returned at your cost.

The item I ordered did not arrive.

If your item did not arrive the first thing to do is request a “track and trace” on your item from the Courier web site, if the “track and trace” on your order indicates that it has been delivered, but you’re unable to find it, we will start an investigation with the Courier Company on your behalf.

All items will be sent with signature required, unless you advise either Nurtured or the Courier Company otherwise.   Regrettably in this instance, neither Nurtured nor the Courier Company are able to refund or replace items that have been lost, damaged or stolen after being delivered to your property.   

I've had my item for a while, but it no longer works as described.

We will assist where possible with the repair or replacement of faulty items.  Where appropriate, we are also happy to work with our suppliers on your behalf or provide you with the contact information for the right people to speak to.  Please note, all items are sold on a ‘return to Nurtured’ basis, and you will be responsible to arrange and pay for any freight or shipping costs to return items to Nurtured.

Nurtured is fully committed to protecting your rights under the Consumer Guarantees Act.  If you have any questions please contact us.

Clothing & Footwear Returns/Refunds/Exchanges

We know that purchasing clothing & footwear on-line can be a bit challenging - what looks great in the picture simply may not suit your child and sizing can vary between brands (and even seasons!).  So, for clothing & footwear we provide the following for returns/refunds etc:

  • Full priced Clothing or Footwear - may be returned for a refund (minus our freight costs*), or exchanged for another full priced clothing/footwear item with no additional shipping fees. 
  • Sale Clothing or Footwear - may be returned for an exchange item or store credit (minus our freight costs to send the original item to you*)
  • Clearance Clothing or Footwear - sorry, we do not accept returns on clearance items 

General Goods Returns/Refunds/Exchanges

Unfortunately for non clothing/footwear we’re unable to provide a refund if you chose the wrong size, changed your mind or no longer want the item you ordered. You can either contact us and we will exchange for something else or we will provide you with a store credit. This does not apply to sale, clearance, specially ordered items or furniture which are not returnable, sorry.

*  We will not accept any returns without prior authorisation from us beforehand (RA Number).  It is your responsibility and at your cost to arrange safe return of any item to us.  Returned product must be unused, unlaundered, with tags attached and the packaging undamaged to be accepted.  You will be charged any freight costs that we have incurred sending your original order (excluding exchanged non-sale footwear & clothing) and for rural delivery addresses, please note you will be also be charged the additional rural freight surcharge ($6.00).

You have 14 days from date of purchase to return items.

I've ordered Clearance items, but no longer want them, can I return them?

Unfortunately for Clearance items we do not accept returns, so please choose carefully.

Nurtured limitation of liability for typographical errors policy.

In the event an incorrect product is pictured or a listed at an incorrect price due to typographical error or the product is no longer available, Nurtured will have the right to refuse or cancel, without liability, any orders placed for product that is no longer available or is listed at the incorrect price. Nurtured will have the right to refuse or cancel any such orders whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is cancelled, Nurtured will immediately issue a credit to your credit card account in the amount of the incorrect price.

Shipping Info

  • Goods will be shipped once payment has been validated.
  • As a security measure, we may contact you to process your Credit Card payments manually over the phone when we confirm your address and delivery details.
  • We aim to have all goods in stock to be dispatched within 48 hours of receiving your order (excluding weekends and public holidays). Our target delivery times are:
    • North Island Cities: Overnight - 3 days
    • Rural North Island: 3-5 days
    • South Island Cities: 4-5 days
    • Rural South Island 4-8 days
  • We will advise you if any of your chosen items need to be back-ordered, and advise you of expected delivery times. 
  • Items may be shipped earlier depending on supply.
  • If you wish, we will e-mail you the tracking code and the courier’s website for ease of tracking so you know exactly where your order is, once it has left our warehouse.
  • Please note we are not responsible for loss or damage to goods that are delivered to an incorrectly provided delivery address.
  • Cots, furniture and larger items may carry an additional courier cost, we will advise you of these costs before confirming despatch of your order.
  • Once an item enters the 'Rural Delivery' network it cannot be tracked.  If you would prefer it tracked, we recommend providing a delivery address to a nearby town/city.

New Zealand Delivery

  • Orders over $50.00 are generally freight free within NZ* (excluding Great Barrier Island, Waiheke Island, Chatham Islands & Stewart Island), we also reserve the right to change the free shipping and/or shipping price if you live in some other remote or isolated island or location. We will however contact you prior to delivery with the shipping costs to your location.
  • For orders under $50.00, delivery fees are $6.00.
  • Delivery of goods within New Zealand will generally be by Courier.

* Due to size or freight costs, some items may be excluded from free delivery to the South Island or other remote locations (e.g. rural delivery).  In these cases, the customer will be contacted by Nurtured to arrange any additional applicable freight payments.

Australian Delivery

For customers in Australia we can send small items, such as clothing, shoes small toys or similar via NZ Post.  Please note that Nurtured will not be liable for any missing, damaged or non-delivered items.  Any applicable customs duties and/or taxes will be the responsibility of the Purchaser.  Note that we cannot track international deliveries. 

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