How Can We Help?
Here are some of the common questions we are asked.
If your questions aren’t answered below, please contact us.
What safety standards do your products meet?
All our products meet and often exceed the relevant Australian Standards. We strive to be a leader in this industry, to ensure “best practice in our industry” is adhered including following non mandatory guidelines and directions from our expert regulators. Our cots meet the Australian and New Zealand safety standards AS/NZS: 2172/2010.
Do you offer a product warranty?
Whilst the utmost care is taken to produce our products, we recognise that there is no perfect product and sometimes something might not be right.
For this reason, our products are covered by a manufacturer’s warranty, to give you peace of mind when buying from us. This is a warranty against defects caused during manufacture of the product. This warranty excludes transport damage, incorrect assembly or use, mishandling, wear and tear and natural imperfections that are reasonably foreseeable with products of this nature. Please read our FAQs about the nature of timber.
All warranty claims must be accompanied by proof of purchase, within the warranty period. The warranty period will vary depending upon the product. Please refer to your product specifications on this website for details of the warranty relating to your product.
If you have purchased a babyhood product from a retailer you must contact your store of purchase to lodge a warranty claim, as your contract of purchase is with your store of purchase. If you have purchased a babyhood product from us directly on our website or from our showroom, please call our office on (07) 3208 3555 or return the item to our showroom, during business hours and we would be happy to assist you directly to resolve your concern.
The cost of returning your product to us for assessment, repair or replacement are required to be covered by you, as our products flat pack into cartons, so the costs of freight will not be significant. For the purposes of the Consumer Law examples of products provided that are too large and heavy to return, at your cost, are an extension ladder stuck in an extended position or a product fixed to a structure like a stove or dishwasher.
If your product has a manufacturing fault, we will offer to rectify your concern by repairing, replacing or refunding the product, at our discretion.
We will do our very best to assess your concern as soon as reasonably possible, as we appreciate that all our customers are busy parents and parents to be. In order to facilitate this, we will often ask you to send us a photo or video of your concern, so we can do our best to assess it without having the item returned. We may not be able to assess your concern via the images so in this case, we will ask you return the item to us.
Our manufacturer’s warranty is in addition to your rights under the Consumer Guarantee, in the Consumer Law.
Please remember that our team will do their very best to reasonably assist you with your warranty claims and queries.
We are the parents of the next generation, if we cannot lead with good example, then what future does the world have with our progeny. So please be honest, kind and respectful when dealing with our team, as they will always do their best to help you.
Where can I get help to assemble my product?
All our products include an instruction manual in the packaging carton. The instruction manual includes a how to guide to assemble of products. If you cannot locate your instruction manual, please contact us.
If you are having difficulty assembling a product, please contact us as we can assist you with further information to assemble the product correctly. It is very important to follow the assembly instructions provided to ensure your product is safe for use and avoid unnecessary damage to your product. If in doubt please contact us.
Why should I use your mattress for your cot?
Your baby’s mattress is one of the most important items you buy for your baby. We offer range of mattresses to suit your different needs including breathable fibre mattresses and innerspring mattresses, with an amazing 10 year warranty on the springs and are tested to the Australian Standard to avoid SIDS. Our mattresses are a better quality and have been made specifically for use with our cots, so they are a better fit for our cots.
For more information about our mattresses click here.
What is a drop side for a cot?
A drop side for a cot, is one panel on our cot that moves up and down. A drop side is ergonomically designed to support parents and carers, who either suffer from back pain or wish to avoid strain on their back, shoulders and arms or who are cannot comfortably reach the lower base level of the cot.
Drop sides are perfectly safe, if designed and made correctly with good quality mechanisms. We design many of our cots with our famous smooth single hand drop side, as we believe as parents ourselves, that this makes life just a little easier and painless when raising busy families – no heavy bending necessary.
How many base levels do your cots have?
Our cots have 2 base levels. The Australian Standard does not permit a cot to have any more than 2 base levels, as the safety experts believe that a cot with more than 2 levels is unsafe.
The first level is called the bassinet level. It is suitable for a newborn until just before they are able to sit upwards or lift themselves up. We recommend that you lower your base level to the lower level when they reach this stage, to prevent your baby from climbing out of the cot.
Can the drawers come out of the chest of drawers?
The drawers can be removed however you will need to lift the drawer upwards before pulling out completely. This is a safety feature, to prevent children from pulling the drawers out on top of themselves. If you do not lift the draw first, you may damage or break the draw mechanism.
Why does my product vary from the image?
As technology improves we take every opportunity to improve and update our products. We also listen to our customer feedback. Where possible we update and improve the quality of our products to make them more convenient for you to use and also to ensure they continue to evolve with current trends in fashion.
For these reasons the images of our products may vary from the actual finished product. This is not a manufacturing fault. We recommend you take the opportunity to view the product in your store of purchase or come and visit our Brisbane showroom.
How to assemble my drop side on my cot?
Watch the video below to see how to correctly assemble the drop side on your cot. Please refer to the link based on your cot model.
Mali Cot, Lulu Cot, Classic Curve Cot, Classic Sleigh Cot, Georgia Sleigh Cot, Milano Cot, Amani Sleigh Cot, Malika Cot and Bella Cot see video below.
Screw Pin – CLICK HERE
Mila Cot, Riya Cot, Aurora Cot, Fold N Go Cot and Grow With Me Classic Cot see video below.
Retractable Pin – CLICK HERE
Why has my product shrunk?
We use cotton in many of our textile products as it is a natural fibre, which is better for your baby as it is breathable. Our cotton textiles are prewashed prior to production, to help reduce shrinkage however as science has taught us, cotton fibres will shrink when exposed to heat. The reason why cotton shrinks is because when the raw cotton is spun into a thread, the fibres are stretched, which creates a tension needed to weave the fibres into cotton fabric. However, once cotton fabric is heated or are agitated, the fibres lose that tension, which causes shrinkage. Please follow the care instructions carefully, as shrinkage is not manufacturing fault. If shrinkage does occur, there are many solutions available online that may help you return your product to the normal size.
How do I care for my product?
In order to maintain your product, please follow the care instructions in the instruction manual.
Like all things in life, regular care and maintenance of your product will ensure it lasts longer and looks beautiful for longer.
White timber products due to the nature of the colour, are more prone to accentuate natural blemishes, marks or scuffs. We recommend for any such aesthetic imperfections, we recommend a gentle wipe with a Magic Eraser, which can be purchased at your local supermarket.
For all our products with our famous clear panels we recommend that you wipe them clean with soft damp cloth drying any residual moisture.
If any imperfections, marks or residue on the acrylic glass then we recommend that you clean the acrylic glass with a product called Mothers California Gold Scratch Remover. Please follow the instructions on the packaging of this product including using a clean micro fibre cloth. Do not over rub or use anything abrasive on the acrylic glass as it will scratch the product further.
What kind of paint do you use on your furniture?
The paint finishes on our furniture are a water based non-toxic paint. This paint is tested to a mandatory safety requirement of the Australian Standard (AS/NZS 8124:2012), so it is safer for a baby. Our paint is custom made for our products and the colours will not be the same as other manufacturer’s colours or paint colours of the same name in other brands. The surfaces of our furniture are not hard sealed, like adult timber furniture as often these hard sealants contain toxic chemicals, which may be harmful to a baby.
Why does my furniture vary in colour and texture?
Timber is a natural product; that is part of its beauty, so a colour variation, knots in the timber and grain pattern, minor undulations are both natural and to be expected. We do not colour match timber during fabrication as the waste from such practices would be environmentally irresponsible, so you will see some variations in your products. We believe this is what makes our timber products naturally beautiful. These variations are unavoidable as timber is seasonal and will vary between season, including the way in which the paint appears on different surfaces. These variations will not be considered manufacturing faults or defects under our warranty.
Why has the paint on my furniture yellowed?
Our product is manufactured from timber. It is not unusual for there to be a minor reaction between paint and timber, when packaged. This can present as though the paint has turned slightly yellow however this will only be a temporary reaction.
When paint doesn’t get much light, chromophores remain in the paint coat and cast a yellow tone over the surface of the furniture. Fortunately, the effects of chromophores are reversible as exposing the yellowing furniture to light, will break down the molecules and gradually restore the paint.
So this is easily rectified by placing the product in direct sunlight, inside your home, as this will reverse the reaction, within several days.
Why does my product emit an odour?
Like all new products that have been carefully wrapped in protective packaging, naturally occurring gases may accumulate. What you may smell is a build-up of gas dissipating. This is a naturally occurring process and is safe. For those extra acutely aware of smell, you may also smell the residue of fumigation. We are required to fumigate all our furniture products by Australian law and these services are highly regulated for safety by the Australian Government. We also confirm our paint is tested to a mandatory safety requirement of the Australian Standard (AS/NZS 8124:2012), so it is safe for your baby.
Can we buy the stain and paint finishes used on the timber products from you?
The paints and stain finishes we use are custom made and are not available to purchase from us. If you wish to repaint your product, we recommend that you take a part of the product down to your local hardware or paint store for colour matching in the store, with a safe non toxic paint or stain.
Can I leave my child to teeth or bite on their cot?
Whilst some of our cots have factory fitted teething rails, on select panels, we do not recommend that parents use any of our cots as a teething support or tool. Teething is a natural process of a child’s growth, however our cots are not designed as teethers, so alternative teething support should be sought, and children should not be left to bite or suck on their cot, as this may result in damage to the cot.
Where can I see and buy babyhood products?
Contact us to find a retailer near you. Retailer displays vary from store to store so we recommend you call your local retailer to check what they have on display, prior to visiting the retailer.
Where can I get spare parts?
If you need spares please contact us and let us know what part you are looking for, what the product name is and how old the product is. Please also send us a picture of the base of your cot, the part you are looking for to better assist us to help you.