CUSTOMER SERVICE
Here are our answers to questions we are frequently asked about shopping on-line, our products and website.
If you do not find the answer you require here please email us or phone our helpful Customer Service team on 09 419 4377 (NZ business hours only).
Online Shopping
Why shop online?
How can I find what I am looking for?
What is a shopping cart?
Why should I give you my email address?
Your Online Order
Is your website secure?
How safe is it to give you my credit card details?
Where is my order?
How much do you charge for delivery?
How soon can I expect to receive my order?
Can you ship internationally by express courier?
I've forgotten my User Name and/or Password.
Can I change my password?
How do I return an item purchased online?
How can I tell if my order has processed successfully?
Bambina Membership
What are the benefits of becoming a Bambina member?
How do I unsubscribe from a Bambina newsletter?
Why shop on-line?
Our store never closes! You can shop in our on-line store 24 hours a day, 7 days a week, 365 days of the year. You don't need to find a carpark and you won't be hassled by over-enthusiastic sales assistants. Shop at your own pace, in the comfort of your own home or office and know that you order will be delivered promptly.
How can I find what I am looking for?
If you have a good idea of what you are looking for go to our "Search" function located on the top left hand corner of each page and enter an appropriate search word. Our search engine will come back with suggestions. Or you may wish to browse through our product categories located on the left hand side of each page. If you need assistance or further information please do not hesitate to contact us.
What is a shopping cart?
A shopping cart is an on-line version of a supermarket shopping trolley. It's where you place your items until you are ready to purchase. At any stage you can click on the Shopping Cart icon on the top right hand of the page to view the items in your cart. You can then add or remove items from the cart.
Why should I give you my email address?
When you place an order we need to be able to email you an order confirmation and to keep you informed on its progress. Even if you have not yet shopped with Bambina becoming a Bambina member will enable us to keep you informed of new products, special offers and member-only discounts. We absolutely respect your privacy - please see our Privacy Policy.
Is your website secure?
Yes, our website is secure. The highest level of SSL browser encryption is used to ensure that all sensitive data transmissions including your credit card details are encrypted and secured to the highest level possible. Our website is hosted in a secure server facility located in Auckland, New Zealand. When viewing our website you can be extra sure that the site is secure as you will see a small security icon appear within your browser (usually on the bottom right hand side) and the website address begins with shttp (secure hypertext transfer protocol).
How safe it is to give you my credit card details?
Very safe. Once your order is complete your credit card details are deleted permanently from our server. If we need to issue you with a refund for returned goods we will contact you for your credit card details as these are not retained in our payment system. Please see above for more details on our website security.
Where is my order?
Your order will normally be despatched on the same working day as it is received. If for any reason an item is out of stock we will contact you immediately. If you wish to track the progress of your order please log-in to your Bambina account and click on Order Status to find out the status of your order. Feel free to contact us if you would like more information on when your order will be delivered.
How much do you charge for delivery?
Delivery charges vary according to your location and the size of your order. You can determine your delivery charge by proceeding to checkout and your freight will be calculated and added to your order. Simple flat rates apply to delivery within New Zealand:
Auckland Metro $5.00
North Island $6.50
South Island $6.50
FREE DELIVERY FOR ALL ORDERS OVER $150 (NZ delivery only)
Alternatively, please contact us for delivery details.
How soon can I expect to receive my order?
Please allow up to 5 working days for delivery although delivery is usually much faster than this. Bambina uses only reputable courier and delivery companies who operate a track & trace system. All international orders are shipped via New Zealand Post Air Mail. While we make a huge effort to despatch your order immediately we are unable to guarantee any delivery date due to external factors beyond our control.
Please let us know if your order is super urgent and we will advise if there is an express service available.
Can you ship internationally by express courier?
Yes. The charges shown on your order are for NZ Post Airmail. If you require an express delivery to an address outside of New Zealand we are able to upgrade your order for an additional charge. Please note this requirement in the comments section on the order form and we will contact you with the additional charge and estimated delivery time. Any import duty or taxes payable in destination country are your responsibility - please contact your country's Customs or tax office if you require any information as to whether the items you wish to order will attract import charges.
I've forgotten my User Name and/or Password.
No problem! Just email us your details (name and address will be fine) and we will email you as soon as possible with your username and password so that you can resume shopping as soon as possible.
Can I change my password?
Yes, just log on using your username and current password. Select "Change Password" and then enter your new password. Make sure you use a password that is easy to remember!
How do I return an item purchased online?
If you are not completely happy with your purchase please contact us for a Return Authority number. Please return the item to us (along with your Return Auth No.) within 30 days in unused condition with original packaging. Unfortunately we are unable to accept Sale items for return. We have a flat $5 service charge for all returns and exchanges and this includes postage/courier back to you.
You are welcome to exchange any gifts that are unsuitable or the wrong size (must have been originally purchased from Bambina).
Damaged or faulty items are rare but if you find that your purchase is less than perfect please contact us immediately and we will work out a solution - repair, replacement, refund... whatever brings about the best possible result for you.
Please address returns to:
Bambina International Limited
PO Box 34 163
Birkenhead
Auckland 0746
New Zealand
(and don't forget to include your Return Authority No. and your contact details).
How can I tell if my order has processed successfully?
You will receive an email order confirmation. You can also check your order status by logging on to your account and clicking on "Order Status".
What are the benefits of becoming a Bambina member?
Bambina members can expect to receive a wide range of special offers and discounts. You will also receive a regular newsletter keeping you informed of gorgeous new products and member-only specials. Become our Fan on Facebook and be the first to hear about Bambina sales and special promos.
How do I unsubscribe from a Bambina newsletter?
If you receive an email newsletter from Bambina and wish to unsubscribe you can do so at any time by clicking "unsubscribe" at the very bottom of the message. You will then we automatically removed from our email database and will not receive any further communications from Bambina.
