Frequently Asked Questions
Can't find what you are looking for? Please get in touch hello@lullabuy.com
Buying
There is an issue with my purchase. What should I do?
It’s easy to raise a dispute with Lullabuy, but it must be done timely within your 3-day Purchase Protection window. Please email hello@lullabuy.co.nz
What is covered when your purchased item is different to the listing description?
From time to time an item won’t meet the expectations of the seller. An item will be eligible for a refund if:
There is undisclosed damage: Rip, tear or stain that wasn’t flagged or photographed.
The Item is not as described: Not the right size, colour or shape.
The item is counterfeit
The item doesn’t comply with Lullabuy standards: Nothing that compromises safety. Eg. an item that is over 6 years old, passed its expiry date or has been recalled.
I haven't received my item. What next?
Sometimes unforeseen circumstances can cause delays in shipping and your patience is greatly appreciated.
If there has been no contact from the seller within 3 days of purchase, please email hello@lullabuy.com with the details of your circumstances.
Lullabuy will extend your Buyer’s Protection and contact the seller on your behalf to get an update. If there is no response from the seller within 5 days, we will provide a full refund.
What if the seller is not actively responding to the dispute?
We encourage disputes to be resolved between buyer and seller however sometimes mediation is required and Lullabuy is here to facilitate.
If a return is agreed upon within the 3 day Purchase Protection period, the buyer must submit a tracking number for the return within 3 days of approval to be eligible for a refund.
Please note that the return postage is at the buyer's expense and Lullabuy will not be required to reimburse.
How do I contact the seller?
You can make contact with a seller in the ask a question section of the product that is being sold.
Once you have purchased or sold an item you can message each other by going to open chat.
How long will it take to get my refund?
Please allow for up to 7 working days for Lullabuy to process your refund.
How am I protected when I shop on Lullabuy?
Our processes are designed to ensure seamless transactions between buyer and seller, but we understand that sometimes there are some issues. Our payment holding system allows the buyer to assess the quality of the goods to ensure the product matches the description. This process needs to be completed in 3 days otherwise the Purchase Protection will end.
Selling
What's Lullabuy's success fee?
Listing items on Lullabuy is free! When an item is sold, Lullabuy takes a success fee of 20% which is automatically deducted before being released into your Lullabuy wallet. You will only be charged a commission fee once your item has sold.
How long do I have to ship my item?
The item must be shipped within 3 working days of the item being paid for. We understand that life happens, and if you are unable to meet this standard, please update the buyer with the latest ETA.
Any items sent need to be well packaged to ensure that no damage occurs during transit.
Does Lullabuy have a preferred shipping partner?
Yes! Check out our complete shipping guide here.
How do I price my item?
Need help with pricing your item? We want to ensure a quick sale for you at the highest sale price and have a great idea of what buyers are willing to pay for popular items. Email us with your product details and we would be delighted to help - hello@lullabuy.co.nz.
Can a seller cancel a purchase?
It is up to the seller to ensure that any item listed on Lullabuy can be purchased. If the item is no longer available, it is the seller's responsibility to withdraw the listing. Should a seller continuously list items that aren't available for purchase, Lullabuy reserves all rights to suspend their account.
Are there any items I can't sell on Lullabuy?
The following items are unable to be sold on Lullabuy.
Items under $50
Items over 10 years old
Unauthentic/counterfeit products
Books
Recalled items & damaged items
Any items with structural damage
Items past their expiry date
What are my legal responsibilities as a seller?
To ensure Lullabuy is a safe and leading marketplace for quality pre-loved baby goods, we have set terms and conditions that sellers must follow.
By consigning your products with Lullabuy, you certify that all parts are included and none of the items have ever been broken, repaired or otherwise altered, that the product has never been improperly stored or abused and that the product is in working condition, merchantable, fit for the purpose intended and free from defects.
By consigning your goods with Lullabuy, you assume full responsibility for all product liability damages, personal injuries and claims of all types related directly or indirectly to the sale of your goods by Lullabuy.
What if my item doesn't sell?
All items listed on Lullabuy are live for one month. When your listing lapses, we will notify the seller via email and allow you to re-list. We recommend discounting your item for a quick sale. If you need help regarding pricing your item, we would be happy to help. Email us hello@lullabuy.co.nz
Payments & Payouts
How do I get paid?
When setting up your Lullabuy account, you will be prompted to connect your bank account using our secure payment system. You won't be able to list a product until this step has been completed. Payouts take 3-7 days business days to show up in your bank. Payouts must be requested within 365 days.
When do I get paid?
Once the buyer has confirmed they have received the item and are happy with the condition, funds will be released into your Lullabuy account which then can be withdrawn into your designated bank account. Please allow 3-7 business days for your funds to show in your bank account.
What are Lullabuy's fee's?
Listing items on Lullabuy is free! When an item is sold, Lullabuy takes a success fee of 20% which is automatically deducted before being released into your Lullabuy wallet. You will only be charged a commission fee once your item has sold.
Why does Lullabuy take these fee's?
We work very hard to ensure our buyers and sellers have the best possible experience on the Lullabuy platform. From design, marketing, customer service, payments and website engineering - all fees charged are associated with maintaining and developing a trustworthy, efficient and designated marketplace for baby and children’s items.
How long does it take for payment to come through?
Payment will be made within 3-7 business days once the buyer has received the item and reviewed their experience.
Lullabuy Quick Cash
How does Quick Cash work?
Want you baby gear gone and cash in your pocket? Lullabuy Quick Cash is the answer.
Send us an email with images and details of the product, clearly noting any wear and tear.
We will get back to you within one business day with a cash offer.
The pricing is based on the quality and condition of your item.
You get paid!
Note: This service is offered to Auckland residents only but keep an eye out for more regions soon.
Why should I use Lullabuy's Quick Cash offering?
Let us do the heaving 'listing'. Lullabuy Quick Cash is for the busy parent who simply wants their baby items gone and cash in their back pocket.
Why is the Quick Cash service only offered in Auckland?
It is so important to us that all products listed on Lullabuy are of great quality and condition. We have made this decision to start this offering in the Auckland region only so we can uphold this standard to our buyers. We know it is going to be a popular option for busy parents, so we plan to expand regions as quickly as we can. Please get in touch if you have any questions at hello@lullabuy.co.nz.
General Questions
Why should I shop on Lullabuy?
Our mission at Lullabuy is to keep perfectly good children’s items in circulation, while also easing the financial stress that comes with having a child.
We have created a trustworthy platform where parents can shop for quality brands and items in one designated place. All items on Lullabuy are in good working order and condition, making it a parents’ paradise to buy the world's best brands at a fraction of the price.
Still can't find what you are looking for?
Please don't hesitate to reach out and a member of the Lullabuy team will get back to you within one business day. Email hello@lullabuy.co.nz
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