Frequently Asked Questions

How can Social Mama help you? It’s natural to have questions, so we’ve compiled a list of some of the more frequently asked questions we get asked. If you don’t find the answer you’re looking for, please feel free to reach out to me and I’ll be in touch as soon as I can.
Note: Please always keep your proof of postage receipt.

Issues with an order

What should I do if I receive a faulty item?

We do our best to check the quality of each garment before it’s sent out but if your baby wear is not satisfactory, please contact Social Mama straight away with your full name, order number, product details and a photo clearly showing the problem.

This free template is available for you to copy and paste into an email. Be sure to fill in the blanks:

Hi Social Mama, 
My name is  [name]. I ordered the [colour, size & item] and there is an issue with [clearly state the problem].
My order number is [Insert order number].
My contact number is [ insert phone number].
Please see the photograph attached. [Don’t forget to attach it!]
I have also included a copy of the receipt. [Attach picture of receipt]

How do I cancel my order?

Please contact Social Mama immediately using our website’s Contact form using the subject title: Please CANCEL my order. We cannot guarantee a cancellation but will do our best to retrieve your item before Australia Post holds it to ransom.

I have received the incorrect item: What should I do?

My very sincere apologies! Sometimes, I get baby brain! If you’ve received the wrong item or something has been missed that you were expecting, please notify me immediately via the contact form on Social Mama’s website using the subject title: Incorrect Item. Please include a scan or photo of your order number or tracking number. We’ll process your refund as soon as we receive it. As an apology we will also provide you with  a 5% discount off, redeemable on your next order to make up for the inconvenience you’ve experienced.

My order is missing an item. Where is it?

Please check your postage confirmation email as I may have sent your items separately. If your item is AWOL,  please email via the contact form on the Social Mama website using the subject line: Missing Item

Can I change my order?

Sorry, we do not offer refunds for change of mind once your payment has been processed.

Refunds and Returns

Where is my refund?

If you have returned your item we are unable to issue a refund until we’ve received the returned item. It may take up to seven (7) business days for metro areas and fourteen (14) business days for rural areas (Further delays due to COVID-19  that are beyond our control may be experienced). We’ll email you when your returned item arrives safely at our door and we’ll let you know when your refund is processed. Refunds can take up to 7 days to clear.

Delivery and postage

What are the delivery costs?

STANDARD POSTAGE RATE WITHIN AUSTRALIA  $8

We deliver Monday to Friday only
Within: 6 business days to metro areas
7 business days to non-metro areas
14 business days to rural areas
Please note delivery times may be affected by COVID-19

EXPRESS POSTAGE $10

We deliver Monday to Friday only
Within: 2 business days to metro areas
3 business days to non-metro areas
4 business days to rural areas
Please note delivery times may be affected by COVID-19

📮PO Box 58, Surfers Paradise QLD 4217

Sizing

We know new mamas and bubba come in all shapes and sizes. We cater to a range of sizes, even for dad bods and want you to be just as comfortable in our clothing as you are within your own skin. At Social Mama, we believe that you shouldn’t have to pay more for different sizes, so we pride ourselves on the fact that whether you’re buying an extra small or an extra-large, you’ll pay exactly the same price.

Extra Small (XS): 6-8
Small (S):  8-10
Medium (M): 10-12
Large (L): 12-14
Extra Large (XL): 14-16

If you’re a smaller or less busty size, 10 we recommend choosing extra small  (size 6-8) as opposed to the 8–10 as our sizes are on the slightly larger size. Don’t worry if you get the wrong size, unworn items can easily be exchanged.