Returns & Exchanges

Please print and complete our Returns Form then send it back with your item(s) via one of the methods listed below. Once we have received the goods, checked they are in original packaging, unopened, unused, and re-saleable, we will email you a credit voucher you can use on our website for your next order.

Please note we can not return or exchange any perishable products such as food or products that have been pre ordered/special order from a supplier. 

1. Personally Return to Store

If you live locally, you can return item(s) to our Warehouse. Please call in advance to arrange a time.

2. Send Return To:

The Nappy Shop
6/107 Wells Road,
Chelsea Heights VIC 3196

If you can't get to a post office we find Sendle an economical and convenient option, where you can make a one off booking and they will collect from your front door.


Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:
Gift cards
Downloadable software products
Some health and personal care items

To complete your return, we require a receipt or proof of purchase such as an order number.

Please do not send your purchase back to the manufacturer unless you have contacted them directly if your item was faulty.

Refunds (if applicable by Consumer Law in Australia)
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 applicable)
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

Sale items (if applicable)
Only regular priced items may be exchanged, unfortunately sale items cannot be exchanged.

Ship To
To return your product, you should return your product to: 3/19 Mills Road, Braeside VIC 3195.

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.