Frequently Asked Questions

Over the years we have received many email enquiries. We have collated all the relevant information and for your convenience have compiled a clear and concise list of our most frequently asked questions.

How much is delivery?
Postage is $8.50 Australia wide.

The item I wish to purchase is very small and will fit into a $1.00 envelope can you use this method of postage and charge me less?
Unfortunately no, we provide our customers with a flat rate postage fee no matter how big or small the parcel is. More often than not The Hip Infant absorbs a large portion of each delivery charge. If you are concerned about the postage we suggest you order a few pieces at the same time or why not share an order with a friend, neighbour or family member and divide the delivery charge.

Can I place one order and have it delivered to two different addresses?
Regrettably no, each individual delivery address requires its own postage charges, we suggest avoiding any confusion you complete separate deliveries as different orders.

I live five minutes away from your warehouse can I pop in and pick up my order to save on postage?
Unfortunately no. The Hip Infant resides in a huge busy warehouse. It is a hive of activity forklifts, trucks, machinery and all. With the safety to our customers a paramount concern we do not allow pickups.

Will you deliver to Po Boxes?
All of our deliveries require a signature upon delivery; as a result we are unable to delivery to Po Boxes. With exception of Military postal PO boxes and Mailbags.

Do you deliver worldwide?
The Hip Infant delivers to over 30 countries worldwide. We charge the actual cost of delivery and shall contact you after you have placed your order to provide a quote. Should you require an estimate prior to placing an order please contact us.

When will my order be sent?
All orders made prior to 1pm shall be dispatched the same day.

I forgot to add an item to my order; can I add it after the order has been placed?
Yes, please contact us as soon as conveniently possible. If your order has not yet been dispatched it is a simple process to add an item to your order and make arrangements for appropriate payment.

I have just purchased a personalised product; I could not find a field to provide name details?
Please place any information relevant to your custom order such as childs name or year of birth in the Gift Messages and Custom order name information field. You will find this area located towards the bottom of the customer details checkout page.

How long will my order take to arrive?
Our delivery times do vary depending on your delivery location and parcel size. Metro areas we endeavour to have delivered the next business day, all other areas please allow up to 7 days. Custom orders do take longer please refer to the actual product description for estimates.

It’s been 7 days and my parcel is still not here?
Prior to contacting us please look out for a calling card, it is possible your local courier has attempted delivery and has missed you. If this does not resolve the situation please email us we shall track your order and get back to you as soon as we have an answer for you. All our parcels are traceable which means we are able to track them at all times.

Which methods of payment do you accept?
We accept payment using Visa, MasterCard, Amex, PayPal and direct deposit. Please follow instructions at checkout to complete your preferred payment method.

Is online the only way to place my order?
If ordering online does not suit you we welcome phone and email orders. Please call 1300 HIP INF (1300 447 463) for assistance or email customerservice@thehipinfant.com.au.

Do you have a store front? Is there any way I can see your products in person?
We are an online store only. We do visit markets around Australia on occasion, subscribe to our newsletter.

Does The Hip Infant accept returns and exchanges?
We welcome returns and exchanges. All items must be returned within 30 days of the date of purchase. Pease ensure all items are unused with packaging, labels and tags intact. Please refer to our Returns & Exchanges section for more information on our policies and procedure.
Please Note: We do not accept return or exchanges on Sale items.

I have two discount codes for The Hip infant and the shopping cart is only accepting one, please help!
A discount coupon is not valid when used in conjunction with any other discount or offer. As a result only one coupon can be used per order. This also applies to store credits and gift certificates.

I am expecting my third baby and my friends and family want ideas for gifts, I love everything at The Hip Infant. Do you have a gift registry?
The Hip Infant has a great user friendly gift registry. Simply visit here for all the information required to get you started. The gift registry can also be used as a wish list, super helpful when planning for the arrival of a new addition.

I have a gift registry at The Hip Infant for my upcoming baby shower, one of my guests told me they purchased a particular item off the list and it is still there! What happened?
For an item to be removed from the gift registry the customer must purchase from your actual list. On the rare occasion an item has not been removed it is likely it has been purchased directly through the site and not the list. In the event this does occur please contact us we can manually remove items if you can provide us with a guest list.

What is the best way to contact The Hip Infant?
The Hip Infant can be contacted:
Email customerservice@thehipinfant.com.au
Phone 1300 HIP INF (1300 447 463)
Post PO Box 697, Willoughby NSW 2068, Australia

I emailed two days ago and I still have not received reply? Will you get back to me soon?
We respond to all emails within 24 hours excluding weekends and public holidays.
On the rare occasion you do not get a response from us please email again or phone us 1300 HIP INF (1300 447 463). Having a commercial email destination means we are bombarded with spam on a daily basis, we do use spam filters and sometimes a customer query can be mistakenly sent directly to trash without our knowledge.

What are your hours of operation, do you ever close?
The Hip Infant is open 24/7.
Customer service hours are between 9am and 5pm (Eastern Standard Time)
We do not deliver on weekends and public holidays.
We do not take holidays ever other than the above mentioned ones which means we are happily packing items while everyone else is on holidays...so there is no need to stop shopping.
Should our site be inactive at any time, it is likely we are doing a scheduled maintenance update and shall be back online within a 30 minute period.

Another online store has a product I would like to purchase at a cheaper price, I really want to buy from The Hip Infant do you price match?
We do! The Hip Infant welcomes any opportunity to price match. Please email us a link to the product and site you would like us to match and we shall get back to you within 24hours.
Please note: the item in question must be the same make, model and size. In explanation if another online store is selling a product $5.00 cheaper and you need a size 2 in blue, the store in question must have available at the time of price matching the exact same product you require.
We do not match prices offered on any Auction sites, clearance sale sites or business’s that offers daily one off specials or deals. We will match online prices only and do not match any bricks and mortar stores or department stores even if they have a web presence.

Do you have a newsletter? If so how do I go about subscribing?
The Hip Infant releases a fun, fab and informative newsletter offering exciting news on product releases, special offers, competitions and sales. We do not bombard our subscribers with constant emails on junk. We only report on what’s newsworthy whether it be once a week or once a month.
Visit our subscriber page to sign up.

I am a supplier/designer/wholesaler how to I go about selling my product on The Hip Infant?
Please email us any information that would assist us to ascertain whether your product is the right one for us. Please place your business name in the subject line it assists us should we try to retrieve your information at any stage in the future.
We do regret we are unable to reply to every product submission we receive, we get many of these a day and spending time answering emails takes precious time away from our customers.
Should we feel your product is right for us we will be in touch. Should you not hear from us we do thank you for your submission, we appreciate the time that has been taken. We do keep all product information on record to refer to in the future should we be looking to replace an existing brand.