Frequently Asked Questions
Do you have a question about a product? Here are some of our most frequently asked questions!
Customer Service FAQs
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“When will I receive my order?”
NZ orders generally take 1-3 working days to arrive. Click here for shipping information.
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“What if I don’t like what I ordered?”
We have a very generous returns policy and will refund or exchange any purchases provided the item is returned promptly in perfect condition. Read about Returns & Exchanges.
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“Can I come and choose from your physical store?”
We are a small online retailer and our store is our website! We dispatch all orders by courier, with 5 pick ups every week day. We pride ourselves on providing the best possible service to all our customers who order online.
We now offer Click and Collect where customers who wish to pick up from our warehouse (based in Henderson, Auckland) can select Click and Collect as a shipping option, and then come and pick up. Please allow an hour for us to get a Click and Collect order ready.
We made a considered decision a couple of years ago that we don't allow customers to choose and select from our warehouse. We have a small but dedicated customer services team, and their priority is to get the orders packed and out the door the same day whenever possible. If we allowed customers to visit and choose 'in store', we wouldn't get as many orders picked and packed in a day - and that is not fair for our online customers!
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"Can you help me with some sleep advice?”
Certainly! We have a comprehensive library of sleep articles on all aspects on infant and child sleep.
Read Articles here.Plus you are welcome to join us on Facebook for lots of chat and support. We have a very active discussion page with lots of sleep topics being discussed and mums supporting each other during sleep training. Visit our Facebook Support Groups.
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“Can you do me a special deal if I buy a bunch of stuff?”
We have a great range of specials and you can always get a discount using our Rewards Program. If you are interested in buying in bulk, please contact our office to discuss.
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“What do other customers say about your service?”
Check out our testimonials here. We receive several great emails every day so this is just a small selection!
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“What do you charge for shipping?”
Our NZ shipping starts from $7 for small items and increases based on the total size of your order and your location. Click here for Shipping Info.
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“Do you do discounts?”
We run regular specials, sign up for our newsletter and Like us on Facebook to hear about our sales first.
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We have lots of ways for you to save. Our loyalty points program gives you 5% back on your order (excluding outlet category), which you can either use as a discount on your next order or save the points up.
Read about our Rewards Program. -
Sign up to our newsletter for the first time and receive a $10 Coupon to spend on any non-discounted items $49 or over. Plus When you sign up to our SleepPoints rewards program you'll also receive 100 SleepPoints added to your account. Sign up here.
“Do you ship overseas?”
We ship daily to Australia, with delivery generally 3-5 working days. Australian orders need to be placed through our website www.thesleepstore.com.au. If you wish to send a gift to friends or family in New Zealand, please order through www.thesleepstore.co.nz and we will deliver the gift in New Zealand.
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“Do you do special orders”
We can sometimes order in items from our suppliers that we don't usually stock. If there is something special you are after, email us after reading our info on this. Read about Special Orders
You are also welcome to phone or email us for personal assistance. Our contact number is 09-816-8706 or Email Here.
Sleeping Bag FAQs
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“Why use a Baby Sleeping Bag or Sleep Sack?”
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Comfort baby and keep her warm, without the need for additional bedding.
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Baby will be the right temperature all night - there are no sheets or blankets to kick off while in a baby sleeping bag, so your baby won't wake up cold.
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Reduce wake up's from baby being cold - With a a consistent, warm temperature all night, your baby is less likely to wake from the cold (they may still wake if there are issues with sleep associations or self settling).
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Ensure baby sleeps safely - there are no sheets or blankets to wriggle under or pose a suffocation threat so you can help create a safer sleep environment for baby.
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Prevent wake up's from baby getting her feet stuck between the cot bars - baby sleeping bags prevent little feet from becoming stuck between them.
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A sleeping bag is a positive sleep association so the transition from bassinet to a cot, and later from a cot to a bed, is less daunting because the sleeping conditions remain the same.
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Complete the bedtime routine in baby's sleeping bag - you can cuddle your baby and then place them in their cot, which makes settling much easier.
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Create a positive sleep association - your baby will quickly develop a sleep association with their sleeping bag, meaning that everytime they are put in their bag, it's a strong cue that it's time to sleep.
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A sleeping bag is a sleep environment that is safe and familiar, so when taking your baby sleeping bag on holiday or when visiting family and friends, your baby sleeps has their usual sleep cue.
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Travel sleeping bags, which have a slot of the pushchair buckle, helps baby with a regular sleeping routine, even when you are are out as it also allows your child to go into a pushchair or a buggy and then simply transfer your baby to their cot or bed.
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“How many sleeping bags do I need for my baby?”
We recommend you invest in 2 sleeping bags for your baby or toddler. This is particularly important in winter, when washing takes longer to dry and also you really need your sleeping bag to keep your baby warm.
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“What size should I buy?”
The sizes are based on average sized babies, so do consider if your baby is extra big or small for her age. We recommend that you buy the right size for your baby now, rather than worrying about it lasting for next season. It's important that your bag fits well, so there is no danger of baby slipping into a bag that is miles too big. You can also consult the manufacturer's measurements before purchasing to ensure the bag will be just the right fit.
If you're not sure about the size, carefully open your purchased bag, keep the packaging and try it on. We are happy to exchange the size provided the bag is returned to us in original, saleable condition, with all packaging intact.
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“What is the difference between a Sleeping Bag & Sleep Sack?”
Nothing! They both refer to a warm, snuggly bag to keep your baby safe and warm for sleeps. We tend to use the term 'baby sleeping bag', as this is what our sleeping bags are labelled as. The term 'sleep sack' is sometimes used by European bag manufacturers or some cheaper brands.
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Choosing the Right Sleeping Bag
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“What is a TOG Rating?”
The tog rating indicates how warm the bag is and relates to how many blankets the bag is equivalent to. The higher the tog, the warmer the bag. For example, a 2.0 tog bag is equivalent to just over 2 blankets. Merino bags are not tog rated because they have naturally temperature-regulating properties.
- More about TOG Ratings
Swaddling & Wrap FAQs
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“When should I stop wrapping my baby?”
Swaddling works particularly well for about the first 3 months, as it reduces your baby startling herself awake. So any time after your baby's startle reflex stops is a good time to start weaning off wrapping. You should also wean from swaddling when your baby shows signs of rolling (see more below). We find it works best to wean baby off wrapping gradually, by first introducing wrapping with one arm out. Then you can start to introduce a sleeping bag, which is the ideal replacement to swaddling.
The ErgoCocoon, Miracle Blanket, Purflo Swaddle to Sleep & Embe Transitional Swaddle's are very useful for weaning off swaddling, as you can use them with both arms in, one arm in or both arms out.
The other key consideration is whether your baby is rolling. Swaddling is very safe when baby is sleeping on their back, but has an increased SIDS risk if baby is swaddled and sleeping on their tummy. So if your baby is showing signs of rolling onto their tummy, you either need to use a Safe T Sleep Sleepwrap to keep baby securely on their back or stop wrapping. Using a wedge is not a secure option.
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“Is it safe to swaddle with baby’s arms by her sides?”
We believe arms down swaddling is the best option, as it stays much more secure than arms on chest swaddling. One of the risks with swaddling occurs when the wrapping comes undone and gets up by baby's face, and this is far less likely when you wrap securely with arms by sides.
We also asked Dr Harvey Karp, paediatrician, academic and author of 'The Happiest Baby' why he believes arm down swaddling is the best option:
" I am unaware of any study that has shown that swaddling with the arms of a full term baby at the side leads to any ill effect at all...the only recommendation for arms up swaddling is for premies...this helps them be more alert and neurologically organized. However, this is not a concern for term babies who are being swaddled to improve sleep and soothe crying.
That is why this approach has received the overwhelming support of all groups in the US...from the doulas (DONA) to the Surgeon General, from the founder of Lamaze to La Leche League, from Prevent Child Abuse America to Attachment Parenting International.Most of the Native Americans swaddled the arms down until ~6 months and they were well known to be brave and independent. The evidence of swaddling with arms down shows overwhelmingly that babies have more relaxed heart rates and respirations and that they sleep better (longer...yet they are more arouseable so they are less at risk for cot death-SIDS).
This approach (with arms down) is showing great promise for improving breast feeding success rates and lowering the incidence of depression, marital stress, shaken baby syndrome, and even SIDS."
Swaddling in itself is extremely unlikely to cause your baby to overheat. For example, if your baby had no clothes on and a muslin wrap, she is not going to overheat just because she is wrapped.
Remember to consider all the layers on your baby - her clothing, her baby wrap and the blankets over the top. It is the total combination of layers, rather than one swaddling layer, that will determine if your baby is too hot or too cold, or just right.
When checking how warm your baby is, slide your hand down onto her chest or feel her neck. It should be warm but not hot and sweaty. Don't worry if baby's hands are a little chilly, as this should not effect her overall temperature. We recommend using 100% cotton wraps, as these breathe better than a synthetic fabric.
It is also essential for baby safety that their head is uncovered for sleeping at all times.
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Swaddling & Wrap Information
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“My baby cries and struggles when I wrap him. He hates being wrapped!”
Remember your baby is just days or weeks old, and doesn't really know what he likes or dislikes. You know best, and swaddling will generally help your baby settle quickly and sleep longer, both of which are good for your baby and you.
Many babies are not swaddled until they are over-tired, and are already screaming or crying as they should have been in bed earlier. If you need more information on recognising newborn baby tired signs click here.
Babies are used to being squashed in your womb, and were happy like that for 9 months.
Babies also like to be swaddled right! They like firm and secure, not loose so they can squirm about and become unwrapped. I would certainly not give up swaddling because your baby is crying as you wrap him. He may need more calming techniques in addition to swaddling, and also avoiding him getting tired will make a significant difference.
Bedding & Mattress FAQs
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“What size bassinet should I buy?”
Bassinets are available in a range of sizes. The most common is the 76 x 40cm size, which is used by a number of brands.
Please check your mattress size before ordering to ensure it will fit the linen you order.We have a range of bassinet and co-sleeper bedding sizes at The Sleep Store, including 40cm x 80cm and 76cm x 40cm. We also stock specialist sizes for co-sleepers & larger bassinets. We have a range of bassinet mattresses in stock and can also order in custom sized foam bassinet matttresses, please allow 3 weeks for manufacture and delivery.
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“What is the standard size for a cot?”
American cot sizes are now the most common size in New Zealand for cots. The measurement is usually 130 x 69cm, with a little variation such as 68 x 129 etc.
We have a range of cot bedding at The Sleep Store.We do stock some items for large or Boori cots (130cm x 76cm), which will also fit an American Cot (the fiited sheets will be a little big and the excess can easily be tucked in). Both innersprung and foam mattress can easily be ordered in this American Cot Size.
We also stock a range of specialist fitted sheets for small cots & oval bassinets.
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Bedding & Mattress Protection Infomation
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“What are Brolly Sheets?”
Brolly Sheets take the hassle out of bedwetting with a quick to change protector that is simply placed on top of the bottom sheet and tucked in under the mattress. Your child sleeps on the 100% cotton, comfy top whilst the middle layer and waterproof backing keeps the bottom sheet & mattress dry. When wet, it only takes seconds to replace with another. This means no more completely stripping the bed!!!
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“Do Brolly Sheets work?”
Because Brolly Sheets lie on top of your normal bottom sheet, after an accident you just need to whip off the Brolly Sheet and replace with another. This means you do not need to strip the entire bed and start again and you can gain that extra beauty sleep!
Clothing & Fabric FAQs
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“Why Merino?”
Merino is a hydroscopic fibre. This means it's capable of absorbing moisture vapour from the environment while at the same time repelling liquids. That's unique to Merino.
In technical terms Merino can absorb up to 30% of its weight in moisture before it starts to feel damp. Its regain factor (the amount of water in the fibre expressed as a percentage of its dry weight) is 17 percent under standard conditions, compared to between 1-4 % for synthetic fibres.
The natural ability to absorb and desorb water vapour contributes to Merino's excellent comfort performance as an apparel fibre and makes it very useful for children who may become wet in the night or swaety if they get too hot. -
“My merino garment is pilling and bobbling!”
Pilling is a natural process that is inherent in merino fabric due to the fact that merino is a staple fibre. Generally if pilling occurs, it’s because the shorter fibres are working their way to the surface of the fabric.
The best way to avoid pilling is to wash a new garment within 3 wears. To alleviate the pilling, we suggest that you wash the garment with a coarser fabric such as denim jeans (ensure all zippers are closed). The fabric will improve over time as the shorter fibers are removed.
Thanks to Icebreaker for this information.Our thanks to Mokopuna merino for this excellent information about caring for your gorgeous Mokopuna merino garments! Remember to check your care label on your garment if you have another brand and always use a wool approved detergent not regular washing powder that you might use on other fabrics.
- Turn garment inside out to wash and dry
- Wash dark colours separately
- Allow 5% shrinkage
- Machine wash 30°C max, gentle wool cycle, or hand wash
- Use wool approved liquid detergent
- Gentle machine spin dry
- Do not use bleach, nappy cleansing agents, garment brighteners or fabric softeners
- Do not soak or spot clean
- Dry flat away from direct sunlight
- May be tumble dried - low heat
- May be dry cleaned
Some cream merino garments are particularly susceptible to yellowing if exposed to sunlight. Please follow our washing instructions carefully. The Sleep Store do not take any responsibility for damaged garments due to incorrect washing detergents or procedures.
Cloth Nappy FAQs
- "Why choose re-usable nappies?"
Re-usable nappies are a great option for both your pocket and the environment. A disposable nappy can take up to 500 years to breakdown in landfill, so multiply that by several nappies a day and you can see how this builds up. Even using just one reusable nappy a day will save a lot from landfill. and although it's a bigger initial outlay, overtime, reuable nappies will save you money too, now that's a win!
"Why choose Sassy by Nestling?"
Sassy by Nestling are an affordable and convenient reusable nappy solution. With a range of inserts, including Bamboo and Hemp, they can be tailored to suit your baby's age and needs. They are easy to take care of, with a simply dry pailing, pre-wash and wash routine and come in a range of fun, kiwi designs. One size fits most, Sassy Pants can be used from approximately 3.5 - 17kg's.
Sassy Pants have both velcro and snap nappy options and you can choose to use inserts in the pocket or on top of the pocket. It's easy to adjust sizing for you little one, ensuring the fit is snug around the legs and has a little space around
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“Will the reusable nappies leak?”
Sassy by Nestling nappy systems have been designed for maximum absorbency with minimum bulk. Both cotton and microfibre are highly absorbent fabrics ideal for nappies. If your nappy is leaking, check out fit guide to ensure it's properly fitted to prevent leaks.
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“How often will I need to change Sassy by Nestling nappies?”
A reusable nappy will need to be changed every 2-4 hours but it really depends on how often your baby wets. Reusable nappy users prefer to change their baby more frequently whereas there is a temptation for disposable nappy users to leave for longer periods between changes because their baby does not feel wet.
Training Pants Information
Absorbent pull-up style potty training pants are the perfect step up from nappies towards big-kid undies. They promotes independence for your toddler with pull-up style design and give your child a little more time to make it to the toilet.
Snazzipants day time training pants are not meant to keep your child completely dry like nappies; instead, they give you a bit of time to get to the bathroom when accidents do happen while letting your toddler feel the damp.
Wee Pants are ideal when it's time to ditch nappies. Let your little choose their favourite design for their 'big pants'.
These pants are designed to feel wet against the skin, unlike nappies, to help your child transition to using the toilet.