Stocking only beautiful, eco friendly and ethically made baby products.

Customer Support and Information

We have compiled the most commonly asked questions below. If you don't see an answer here or you would just like direct contact with us please visit our Contact us page.

Help and Support

How do I contact you?
You can contact us via the Contact us page. We will endeavour to respond to all emails within 24 hours and usually much quicker than this. Our aim is to ensure that our customers are happy with our service and products and that you come back again and recommend us to your friends and family.

Shipping and Delivery Information

How do I check the shipping cost on my items?
First add the items to your cart you wish to find shipping costs for, then locate the "My Cart" link at the top of the page. On this page you will see a link to "calculate shipping". From this page you can enter your country and postcode to calculate the shipping cost on the items in your cart. If you are in Australia, and you are not eligible for free shipping, your regular Australia Post postage charge is a flat rate of $9.50. You can then decide whether to proceed and complete the purchase. If you live in other beautiful parts of the world contact us for a shipping quote.

When will my order ship?
We endeavour to ship all orders within 2 - 3 working days after payment have been confirmed.

How do I track my order? Has it been shipped?

Express Post
You can check the status of your order by loging into your account and clicking into the "My Orders" link on the left menu navigation bar. Here you will be able to see the status of your payment and the status of your order. Please note that Australia Post only provide online tracking for Express Post. If you wish to find out where your parcel is after we have posted it, you will need to visit Australia Post online and use your tracking number.

Registered Post
If you have selected to have your order sent by Registered Post, we will provide the 'registered number' for this. This is not a traceable number but will help to identify your item once it has reached your local post office. In the unlikely event that your parcel is lost in the post, this number should also be helpful in tracing your package.

Regular Post and International Shipping
We ship twice a week so your order will be shipped promptly after we receive payment for your order (Monday - Friday). We do not provide tracking numbers for regular post, international or registered post orders. For international or registered post orders we will email you the article ID number as proof of shippment.

International Shipping
We will ship to most European, American and Asian countries. To find out if we ship to your country and get a quote, ask us via the Contact us page. Please be aware that we can not control any duties or delays imposed by your country's customs department. Please also note that you will receive 10% off the entire order including shipping costs at checkout as our prices include GST which is not payable by our International customers.


Courier Service
Once the Courier has picked up your parcel we will email you the tracking details and the courier company we used to send your parcel, you can then log onto the courier companies webiste and use the tracking number provided to track your parcel.



How quickly will I receive my order?
Within Australia, you can expect to receive your regular post order within 3 - 7 days (slightly more for WA). Express Post (within Australia) is usually delivered 3 - 4 days if orders are received before 12 noon. Courier service deliver most Australian Metro cities within 5 business days of pick up and 7-19 days for WA and NT. International post can arrive as quickly as 1 week and can take as long as 6 weeks, this will depend on your countries' customs regulations. We can not take responsibility for any duties or taxes charged by your countries customs or other authorities. We ship twice a week.

 

Payment Information

What are my payment choices?
Payment options are currently limited to Credit Card payments through PayPal and PayPal Balance.

How will the charges appear on my statment?
Your charges will appear as By Lisa Group or Lisa Greiter trading as By Lisa Group

How do I get a copy of my receipt/invoice?
If your invoice receipt has not been received, please first check your spam or junk folder then contact us via the "Contact Us" page to have one sent directly to you.

Do you offer competitive Pricing?
All prices are guaranteed to be fair and accurate in our industry market, they will not alter from the time of your purchase to the time you are charged. Our prices are lower than many competitors because our margins are low, this does not mean lower quality.

UPPAbaby Warranty and TravelSafe Program
Please see the UPPAbaby Warranty and TravelSafe Program.

 

After Sales Support

My order never arrived
Please contact us via the "Contact Us" page if your order has not been received within a reasonable time. Our experience is that in 9 out of 10 instances of delayed delivery of parcels, they are sitting at the customer's local post office, so to speed things up we recommend that you check your local post office first.

An item is missing from my shipment.
Please contact us via the "Contact Us" page if your order is incomplete or incorrect. We want you to be a happy customer and will endeavour to do what we can to ensure you are satisfied with our service.

Our guarantee to you
We are very confident that our high standards and quality will ensure that you are completely satisfied and hopefully thrilled with our products and service so that you will come back again and again.

Exchanges
We take great care in providing correct and conservative measurements in our sizing guides, however we also recognise that things can go wrong. Therefore, we are happy to exchange sizes or styles. Please contact us within 7 days of receipt of purchase to arrange an exchange.

Refunds
If for any reason you are not happy, Please contact us to arrange to return your order. You can then simply return your item/s to us at your own expense within 14 days of receiving your order, unused and in the original packaging and we will refund your money, no questions asked.

General Information

How do I create an account?
You will be prompted to set up an account at checkout.

I forgot my password
On the "Log In" page there is a link called "Forgotten your password?" This is where you can have your password reset.

How do I find your products?
There are 2 main ways to find the item you are looking for. 1) Browse through the stores categories. 2) Use the search tool to find the item through keywords.

How do I add to the shopping cart?
You can add to the shopping cart basket directly from the products thumbnail page or from the detailed page of a product. Below the main image of every product there is a box titled "add to cart", within this box there will be a button which you can click on to add this item to the basket.

How do I know my item has been added to the shopping cart?
Once you have clicked on the "add to cart" button to place the item in your shopping cart basket, your page will refresh and the item will be added to your cart. You can then locate the shopping cart basket in the left side columns or clicking the "My Cart" link in the top menu navigation bar. Your items will be listed in the basket, you can also edit them further from here.

How do I get to the checkout?
First locate the shopping cart basket in either the left side column or the link to "Checkout" in the top menu navigation bar. When the link to "Checkout" is clicked on, it will take you directly to the checkout for completion of the purchase.

How do I edit my items?
Click the "My Cart" link in the top menu navigation bar and edit your shopping cart from here.

How do I know my order has been received?
Once an order is received, we will send you an order confirmation to the email address you entered during our sites secure checkout. If you have not received a confirmation email please check your spam or junk mail folder.

What is your Privacy Policy?
We will not sell, share, or rent your information to others. This site collects information from our users at several different points on our website. We also ensure your privacy when posting your order, our packaging is discreet.

How do I know your website has Security?
This website utilises 128bit Secure Socket Layer protection, the industry standard for internet sales. The checkout securely encrypts all information when a small padlock appears in the URL bar or in the bottom right hand corner of your internet browser.

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