Customer Support

Q. How do I get help?

A. If you have any questions about anything on the My Natural Baby website, or need help shopping online with us, please drop us a line at info@mynaturalbaby.com.au everyday between 8.30am and 8.30pm AEST. 

Q. If I’m based overseas, how do I get help?

A. If you have any questions about anything on the My Natural Baby website, or need help shopping online with us, please drop us a line at info@mynaturalbaby.com.au everyday between 8.30am and 8.30pm AEST.

Q. Is shopping on the My Natural Baby website secure?

A. My Natural Baby uses a secure SSL to ensure your safety and security. You can be sure My Natural Baby is a trusted online retailer for the following reasons:

• My Natural Baby validates new customers with a confirmation email.
• You can track and control all your online orders via our “My Account” feature.
• My Natural Baby uses a valid E-commerce SSL (Secure Sockets Layer) to ensure the security of all our customers’ online purchases. An SSL provides a secure, encrypted checkoutexperience for customers purchasing through our online store.
• You can always check this by looking for a padlock symbol in the bottom right of the browser window and our website address begins with ‘https://’.
• Our goods match our product descriptions or you can request a refund.
• We have excellent before and after sales service.
• My Natural Baby has a physical address and telephone contact details that you can access anytime.

Payment

Q. What currency is used on this site?

A. All orders are calculated in Australian Dollars (AUD).

Q. Do I have to use Paypal as my payment method?

No. We accept payment by credit/debit card or by Paypal account. The choice is yours. Simply follow these steps:

1. You have selected your product and added it to your shopping cart.
   
2. You now have the option to either “Proceed to checkout” or “Checkout with Paypal”. If you would like to pay by credit card, then select "Proceed to Checkout".
3. You will be taken to our secure checkout screen. You may select to create an account or checkout as a guest. You will then need to complete all of your details: name, email, phone, billing and shipping address. (If you create an account, you will not be required to complete this information again)
   
4. Next you will proceed to payment. We use Paypal as our payment gateway to process payments so you will be directed to a Paypal screen. You do not need to have a Paypal account to make payment. You will have two options:
   a.     Pay with a Paypal account
   b.     Pay with a credit or debit card (see button circled in red below)
   
5. Once your payment has been processed you will be redirected back to our website with a confirmation screen.
6. You will also receive an email confirming your order.
7. If you are unsure that your order was completed, please contact us at info@mynaturalbaby.com.au

Q. What should I do if my credit card has been declined?

A. If your credit card has been declined, it's best to talk to your local bank. If they can't help you please drop us a line at info@mynaturalbaby.com.au

Q. Is it safe to enter my credit card details?

A. Yes, your information and online credit card transactions are transmitted through a secure connection using Secure Socket Layering (SSL) encryption technology. SSL locks all critical information passed from you to us, such as payment information, in an encrypted envelope, making it almost impossible for this information to be intercepted. You can identify this by looking at the URL - 'https' the 's' indicates you are in a secure area employing SSL. Your browser may also give you a pop up message that you are about to enter or leave a secure area. SSL is the system that is used by all reputable e-commerce sites. In the event of unauthorised use of your credit card, you must notify your credit card provider in accordance with its reporting rules and procedures.

Q. Can I pay using PayPal?

A. Yes, you can pay using PayPal – just select this as your preferred payment method during the checkout process.

Q. Can I pay using BPAY?

A. No, unfortunately at the moment, BPAY payments are not possible.

Q. How do I pay for my order?

A. You can pay for your order via PayPal and we also accept all major credit cards including MasterCard, Amex, Diners and Visa.

Q. Can I use a gift card as payment?

Yes, just enter the details in the box “Gift certificate/coupon code” during the check out process.

Q. Can I still order online if I don't have a credit card?

A. Yes, you can pay using PayPal for your online order.

Shopping Online

Q. Is shopping on the My Natural Baby website secure?

A. My Natural Baby uses a secure SSL to ensure your safety and security. You can be sure My Natural Baby is a trusted online retailer for the following reasons:

• My Natural Baby validates new customers with a confirmation email.
• You can track and control all your online orders via our “My Account” feature.
• My Natural Baby uses a valid E-commerce SSL (Secure Sockets Layer) to ensure the security of all our customers’ online purchases. An SSL provides a secure, encrypted checkoutexperience for customers purchasing through our online store.
• You can always check this by looking for a padlock symbol in the bottom right of the browser window and our website address begins with ‘https://’.
• Our goods match our product descriptions or you can request a refund.
• We have excellent before and after sales service.
• My Natural Baby has a physical address and telephone contact details that you can access anytime.

Q. How do I get a copy of an invoice for my online order?

A. A copy of your invoice is sent to your nominated email address. We will also include a printed copy of your invoice delivered with your order.

Q. What browsers does My Natural Baby support?

Our site is best used with the following browsers:

• We use a responsive design that adapts automatically to the device you are using and will work on your tablet and mobile phone. If you have troubles view the site, please drop us a line at info@mynaturalbaby.com.au

Browsing and choosing your products

Q. How do I search for products online?

A. You can search for products online by typing in the keywords of the products that you're looking for in the 'Search' section, which you can select via the top navigation menu bar or click: http://www.mynaturalbaby.com.au/search.php

Q. Can I buy gift cards online?

A. Yes, you can buy gift cards online at http://www.mynaturalbaby.com.au/giftcertificates.php

Your shopping basket

Q. How do I make changes to items in 'My Shopping Basket'?

A. You will be able to remove items or change quantities in your shopping basket during the 'Checkout' process or by clicking on the basket icon at the top right hand side of your screen.

Q. How do I know if my item is available?

A. You'll be able to add all available items to your shopping basket. Any items that are not available will be marked on your screen and you won't be able to put them in your basket.

Your order

Q. How do I place an order?

A. To place an order:

• 'Sign In' to your account or shop as a guest
• Add the items that you want to buy to the basket
• Once you've placed all of the items that you want to buy in your basket, head to the 'Checkout'
• You'll then be able to finalise your order by entering your payment and delivery details.

Q. I'm having trouble placing an online order. What can I do?

A. If you're having trouble placing an order online, please drop us a line at info@mynaturalbaby.com.au 

Q. Can I send my order as a gift?

A. You'll be able to send your order as a gift but please note that the invoice will be sent with the parcel. You can add a note in the “order instructions” box during check out to request to exclude the invoice.

Q. What if I don't receive my order or shipping confirmation?

A. If you haven't received an order or shipping confirmation email within 24 hours of placing your order, please drop us a line at info@mynaturalbaby.com.au

Q. How do I cancel or change an order?

A. We can cancel your order within 1 hr of placing however we cannot change your order once it is placed. Please drop us a line at info@mynaturalbaby.com.au

Q. Am I able to add or delete items from my order once I have completed the order?

Unfortunately, you're unable to add items or amend your order however you can create a new order. Please drop us a line at info@mynaturalbaby.com.au

Q. I'm trying to order multiple amounts of the same product but can't. Why is this?

A. You may not be able to order multiple amounts of the same product because some items have stock limits. Therefore you will need to adjust your quantities as required for the order to be processed. If you're unsure, please drop us a line at info@mynaturalbaby.com.au

Accounts

Q. Do I need an account to place an order?

A. No, you don't need an account to place an online order, however by creating an account with us you'll be able to:

• shop faster
• create and record your wish lists
• manage and track your orders
• receive exclusive emails offers and previews.

Q. How do I create an account?

A. To create an account:

Click 'My Account' and follow the prompts shown on the screen

Q. How do I update my account information?

A. To update your account information:

• Click 'My Account'
• Click 'Your Account Details', which is the 6^th link down the page.
• Update details and 'Update my details'.
• If you need help, please drop us a line at info@mynaturalbaby.com.au

Q. How do I view my account order history?

A. You can only view your order history if you have an account with us. To view account order history:

• Click 'My Account'
• Click 'Completed Orders' which is the 3^rd link down the page.
• If you need help, please drop us a line at info@mynaturalbaby.com.au

Q. Can I change or update my email address that I use to sign in?

A. Yes, to change or update the email address that you use to Sign In:

• Click 'My Account'
• Click 'Your Account Details', which is the 6^th link down the page.
• Update details and 'Update my details'.
• If you need help, please drop us a line at info@mynaturalbaby.com.au

Q. How can I look up my order number?

A. You can only look up your order number if you have an account with us. To look up your order number:

• Click 'My Account'
• Click 'View Order Status' which is the 2^nd link down the page.
• If you need help, please drop us a line at info@mynaturalbaby.com.au

Q. What can I do if I forget my password?

A. If you've forgotten your password, click on the 'Sign In' page and then 'Forgot your Password' link. You'll then be able to enter your email address and we'll send you a link to create a new one. If you need help, please drop us a line at info@mynaturalbaby.com.au

Q. What should I do if the site says that I don't have a username but I've placed an order in the past?

A. It may be that you've created your last order as a guest, so you might need to create a new account. However, if you believe that you have already set up an account, please drop us a line at info@mynaturalbaby.com.au