cuddlies.co

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Here are the answers to some of the most common questions about CUDDLIES. If you can't find the answer here, feel free to drop us an email at hello@cuddlies.co

Why Bamboo?

Bamboo is one of the most renewable, sustainable, and eco-friendly materials. Isn't mother nature amazing?! We use 100% bamboo viscose fibers made from responsibly sourced FSC certified material that are soft to the touch, yet extremely strong and absorbent. 

How is the absorbency?

100% bamboo top sheet helps wick moisture away from baby's skin quickly, and our unique nappy design uses a 100% bamboo back sheet, which allow fresh air to circulate, keeping your baby's skin touch dry and super-comfy! 

Are your products safe?

Toxic ingredients are not okay with us. That means no chlorine bleach, dyes, alcohol, fragrances, latex, PVC, TBT, phthalates or other toxins that can harm the health and function of your baby's skin. 

Why CUDDLIES nappies are different?

• Sustainably sourced 100% bamboo fiber viscose top sheet, super soft and comfortable against the skin.

• Ultra-breathable back sheet made from 100% bamboo fiber viscose allows fresh air to circulate inside the nappy.

• Natural aloe liner helps nourish the baby’s skin.

• Soft frontal tape safely secures the waistband against the happy tugging.

• Plant-based wetness indicator that lets you know when baby needs changing.

• Premium quality super absorbent polymer to lock moisture away keeping the surface dry.

• Stretchable side fasteners for a comfy and flexible fit.

• The anti-leak leg cuffs prevent leakages.

• Elastic waistband is perfect for a comfortable fit.

 Will the nappy fit?

Our nappies come in a range of sizes to suit your baby, so make sure to check the sizing guide in the product pages. 

Are your products eco-friendly?

We're a planet-loving bunch over here. So, we've made our bamboo nappies and water wipes with materials that biodegrade without compromising on the quality and performance. We’re always on the lookout for innovative ways to make our products more sustainable. Our eco range is environmentally friendly as current technology allows.  


CUDDLIES nappies biodegrade 75% of its content in 100 days, and, our bamboo water wipes are 100% biodegradable. Unlike other eco nappy brands, our outer packaging is also recyclable.  

Do your nappies degrade in landfill?

Our nappies decompose in regular landfill. It is important to follow the correct process to dispose the soiled nappy to allow the decomposition to start. Soiled nappies must be placed in a biodegradable bag and put directly in the normal rubbish bin (no plastic bin bags). 

Can we add the nappies to the home compost bin?

While the nappies can be home composted in small quantities, we recommend that they be composted in commercial composting facility.

Steps:

1. Wet the nappy

2. Remove plastic tabs

3. Mix with organics (leaves and grass)

4. Turn 2-3 weeks

Important: Never use home-composted nappies for food gardens / plants that may be eaten (why? human waste is filled with bacteria and other pathogens that may spread disease, and the typical at-home compost pile doesn’t get hot enough to kill these organisms).You can use the finished compost for grass, shrubs, flowers and other non-edible plants. If there is fecal matter, we do not recommend trying to compost it at home.

How does the subscription work?

Select our subscription bundle, choose the nappy size, select the delivery frequency between 2-5 weeks, proceed to checkout, add in your shipping and billing information and create an account.We will deliver 3 x bamboo nappy boxes, 4 x bamboo water wipes and between 6-9 biodegradable nappy bag rolls (number of rolls vary by nappy sz, 20 bags per roll) to your front door per your delivery schedule. Simple! You are starting Australia’s smartest nappy subscription. 

Why subscribe?

We want to make your busy life a tad bit easier. Hate doing late night nappy runs and lugging home huge nappy boxes? Ever run out of nappies at 2am?! Take the hassle out and skip the nappy aisle completely.  

You will know exactly how much your nappies and wipes will cost you with every delivery. Now you will never run out, never have too many and never have to worry about nappy panic-buying!

Is CUDDLIES only a subscription service?

No. We designed our service to be extremely easy for today’s parents to receive our products that fits their busy schedule. You can either subscribe for a regular delivery of your choosing, or simply use the Shop Now option to buy now. Simple!

Helpful Subscriber Tips

1. CANCEL ANYTIME
No lock-in contracts! You can edit, cancel and resume your subscription at any time. No questions asked.
2. DELIVERY FREQUENCY
The day your subscription starts, your account will be charged and the order will process. Your subscription will automatically rollover with a new supply of nappies based on your chosen frequency. For example, if you choose delivery every 3 weeks, we notify you a few days before your next shipment is due, your account will get charged and a new subscription bundle will ship out every 3 weeks. Easy!
3. RESCHEDULE?
We have a great feature on our subscriptions called "Reschedule" that will help with an earlier or later shipment if needed. Login to your subscription account and click the "Reschedule" button on your upcoming shipment. Choose the date you'd like your next shipment to process. Your account will process on the day you choose and the next shipment will ship out the next business day. It then typically takes 2-5 business days to deliver depending on your location (Please note, due to COVID-19, there maybe some delays to non-metro areas). Your subscription will then rollover from that date based on your chosen delivery frequency on the subscription. 
4. WHEN DOES IT END?
Our subscriptions are automatically billed at your selected subscription frequency, until you opt-out.You can log into your account and cancel 2 business days before your next subscription charge / billing date. You will receive an email 3 days before your card is charged and your order is dispatched. If you need to make any changes to your subscription, please log into your account and make the changes at the latest 24 hours before your subscription charge date. 
NOTE: Any changes or cancellations once the card has been charged will only apply from the next order cycle.

Where do your products come from?

We’re an Australian family-owned business based in Sydney. Our bamboo range is designed in Australia and we only source material from socially responsible businesses with ethical manufacturing practices. We use naturally grown and responsibly sourced bamboo material that is FSC® certified, supporting the better management of world's forests. CUDDLIES eco range in specially manufactured to our design and quality specifications in China, with one of the largest manufacturers of eco nappies in the world.

Will my order get to me without any issues?

Our warehouse fulfills orders within 1 business day (Mon-Fri), a timeline which does not include Weekends or Holidays. We deliver your orders within 2-3 days to most metro areas.We use a number of trusted and reliable delivery partners in Australia who will take great care when delivering your products. In the unlikely event there is a delay in your shipment due to unforeseen circumstances, or if you have trouble with your delivery, please drop us a note. Getting your eco products to you is our top priority! 
IMPORTANT: Due to Covid-19, some of our deliver partners are experiencing the high traffic of orders adding pressure on the delivery network. Shipping to some states and regions might be impacted due to extra safety measures, limits on cargo flights and some border closures. 

How can I track my order?

Each order has a unique tracking number that will be emailed after your order ships. If you no longer have access to that email, you can request your tracking information by emailing us via hello@cuddlies.co 

What are the shipping costs?

We offer carbon-neutral shipping via our trusted delivery partners and all shipping costs are calculated based on your location and displayed at checkout. 

Are the free shipping offers available to my location?

• Our subscription bundle ships free to all locations excluding WA and NT.
• Shipping on orders over $200 is free for Bamboo Nappies and Water Wipes only and available to most locations in Australia, but not to our customers in TAS, WA, NT and regional VIC, QLD, SA, yet. Unless otherwise stated, Free Shipping offer does not apply to promotions.

Only part of my order arrived. Where is the rest?

For non-subscription customers, some of the items in your order may be shipped in multiple packages. You’ll know if this is the case, as you’ll receive separate emails containing separate tracking numbers.If you have any questions, please contact our friendly team at hello@cuddlies.co and we’ll assist you. 

I wasn’t home and I missed my delivery. What do I do?

If this happens, a Sorry we missed you card will be left, and the gift will be taken to the nearest Post Office. The card will advise which Post Office the gift can be collected from. We're unable to redirect your order, and you will need to go to the Post Office to collect. They will need some identification. Please contact our friendly team if you have any questions via hello@cuddlies.co 

How do I make a return?

We’re certain that you’re going to love our products, but sometimes things just don’t work out the way you expect. If, for whatever reason, you aren’t happy with your purchase, contact us at hello@cuddlies.co to organise a return within the first 30 days of your purchase. 
We may be able to provide you with a refund if your order has not been dispatched from our warehouse, and we’ve been able to successfully request a cancellation of your order.  If your order has been processed, currently in transit or has been delivered, our standard returns policy applies. To be eligible for a return, your item(s) must be unused and in the same condition that you received it with all original  labels and tags attached. It must also be in the original packaging.
For more details please refer to our returns policyPlease reach out to our customer service team via hello@cuddlies.co  

Why don't you ship to other countries?

Right now we're unable to ship outside Australia. 
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