“The products are just amazing! I ordered a baby blanket & baby shoes - not only are they adorable but the quality is superb. The blanket in particular is super soft. Responses to messages via Instagram were extremely fast & the products arrived beautifully packaged. 2 areas of improvement I would encourage the team to review to make the experience seamless are:
1. When ordering, it would be nice to see the font & colour selected on an image of the product being ordered. This is something most customising websites allow. It helps you see your customisation on your product before ordering which assists a lot in visualising the final product rather than waiting for it to arrive to see if you like it or not.
2. The online experience is not fantastic. A customer should be able to order the product from whichever platform & device they are on. I have been following your brand on IG for a while now but could not order from IG & was told to go to a different device & go to the website as well when I reached out for help. This is a clunky customer experience. If you have a presence on social media, your ordering functionality should also work on social media. Considering most customers live on their smartphones, the fact that they can’t order from them & have to switch devices gives me a reason to leave as it’s “too hard.” There are lots of competing brands doing the same if not very similar products to yours - the ordering experience could impact your sales if they haven’t already.
All the best!”
“I ordered this for someone interstate with a very specific request that I am not in a rush for before Xmas delivery and would like this delivered in the new year, close to 10th Jan. My order was shipped within 2 days and delivered on the 20th of Dec. Defeated the whole purpose of the gift. And to make it more awkward this message was also put in the gift so the recipient read it as well. I haven't seen the goods but they must be good. Very very disappointed with the customer service as there was none.”
Thank you for your review. We’re sorry to hear you were unhappy with the delivery timing.
As clearly stated on our website, all orders are shipped within 2 business days. Once dispatched, delivery timeframes are managed by Australia Post and unfortunately are outside of our control. During December in particular, parcels can arrive much sooner than expected.
For customers requiring delivery on or close to a specific date, we strongly recommend placing the order closer to that time. Our delivery time frames are clear on our site and using these as a guide when ordering would have avoided any issues for you.
We aim to deliver all orders as quickly as possible, and this is something we work hard to achieve and are not willing to change. We’re pleased to hear the product itself met expectations and appreciate you taking the time to share your feedback.
“I think it's nice and good, maybe just a bit expensive for a personalised towel and toy.
Just my opinion, otherwise if you don't mind paying bucks it's okay.”
Thank you for your review. I'm sorry there has been a delay in your delivery. We do recommend that all shipments to the Northern Territory go via express shipping as standard post does go over ground and can take 3 weeks or more. I have refunded the standard delivery freight charge and if the gift is lost we will send out a replacement gift free of charge. We also ship all replacements by express post to reduce any further delays.
I'm very sorry for this issue but be assured that we will work with you until the gift you order is delivered.
“Color that I selected and color that i received is very lighter than what’s on your website. Its kind of annoying u paid that much money and got a very light color. I am not really happy.”
“I’m not sure how good the product is as I ordered the blanket as a gift and haven’t seen it. I didn’t receive an order confirmation and also the order was delivered by Australia Post to an office before office hours so it was stuck at the post office for over a week. I emailed about this but did not receive a response.”
