How to fix an issue with your order

At Anstel, we pride ourselves on high-quality products and excellent service. In the event that you experience an issue with your order, our friendly team is ready to help! 

As parents ourselves, we understand that you’ve already got a lot on your plate, so we’ve done everything we can to make the process as quick and straightforward as possible.  

In this article we cover everything from what to do in the event of shipping delays, to faulty items, getting spare parts, warranties, custom orders and refunds. However, if you would prefer to talk to someone directly, you can reach us anytime from 8am to 5pm AEST weekdays.  

For non-urgent enquiries you can use this form to send us an email, we'll try to reply within two business days. For a quicker response you can chat with us on Messenger, or call us: 

 

What to do if you need spare parts 

If your product is still working, but you simply need a spare part such as a wheel, we may already stock it on our website. If the part you are looking for is not listed, feel free to contact us to see what the best solution may be.  

 

What to do if the product arrives damaged 

Upon delivery of your order, please assess for any damage to the package that may have occurred during transport. If you notice any significant damage to the package itself, we recommend you reject the delivery. If you only noticed the damage once you opened the package however, take photos of the damage and report it to us so we can rectify this for you soon as possible. 

 

How to navigate warranties  

Our products are made to stringent safety and quality standards, and are designed to last. In the rare event that your product malfunctions or breaks before the warranty expires however, there are three things you should do straight away: 

  • Keep the faulty item away from your child for safety 
  • Document the issue with photos to help us understand the problem
  • Notify our team so that we can discuss the best options for you, whether that is a spare part, a replacement item, credit or a refund  

 

Pallets of products ready to go at the Anstel warehouse in Melbourne

 

What to do if you’re experiencing shipping delays  

We understand that shipping delays can feel extra stressful when preparing for your baby’s arrival. We’re here to help. If your order is experiencing delays, you can contact our team directly to discuss the best solution for your situation.  

While delays are rare, we strongly recommend planning for everything to be delivered four to six weeks ahead of your due date where possible: 

  • For furniture - allow eight to ten weeks for shipping (order four months from due date)  
  • For prams and car seats – allow four to six weeks for shipping (order three months from due date)  

In-stock items are generally dispatched within the next business day of receiving your order. This turnaround time does not apply to pre-orders, backorders, certain furniture items or special/custom orders. You will be informed within a reasonable time of any delays in turnaround of your order. 

However, once your order has been collected by one of our carriers, we have no control over the delivery time in which your order will reach you, and there can be many factors that affect the delivery time of your order.  

You can view the current status of our shipping provider network here → 
Read more about our stock availability and shipping processes here → 

 

What if your order never arrived or you didn’t get a confirmation email 

Once a courier has collected the parcel, it is best to contact them directly with your tracking number to determine where it is. Should you experience issues reaching them, our team will do our best to support you if you let us know. 

You should receive a confirmation email once you have placed an order. If you still haven’t received it after 30 minutes, check your spam folder or contact us so we can assist. 

 

Wrong address or custom measurements 

We understand that while parents are multitasking extraordinaires, occasionally ‘parent-brain’ happens. Unfortunately, our fast turnaround can make changing orders complicated. If you have entered an incorrect address or custom measurements, the best thing to do is contact our team as soon as possible. While we will try to accommodate your requests where possible, if the products have already been custom-created or sent out, we will unfortunately not be able to make any changes to your order.  

 

Our refund policy 

If you are not satisfied with your purchase from the Anstel website, you can return your order according to the guidelines in our refund policy → 

 

How to request a change of mind refund  

We understand that sometimes you may change your mind about a product you have ordered. If this is the case, please refer to our refund policy for more information or contact our friendly Customer Service helpdesk to discuss your options. 

 

What to do if you bought the item from a third-party supplier 

Please note that our refund policy only applies to products ordered from the Anstel and Babyrest websites. If you purchased the items from one of our retail stockists, please refer to their refund policies.  

 

Image of tall shelves filled with boxed products in the Anstel warehouse

  

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Further Reading

Signs it’s time to replace your toddler’s pillow

Signs it’s time to replace your toddler’s pillow

Tips for taking your newborn home from the hospital

Tips for taking your newborn home from the hosp...

Why choose Australian made?

Why choose Australian made?

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