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Frequently Asked questions

General

What is BEBE HAVEN?

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BEBE HAVEN provides curated baby and toddler essentials for families travelling, visiting family, relocating temporarily, or staying in hotels, Airbnbs, and holiday accommodations.

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Where do you deliver?

 

We currently offer Delivery & Collection Services across selected areas in Melbourne.

 

Please contact us with your suburb, postcode, or accommodation location for a personalised quote.

 

Can I collect the equipment myself?

 

No — BEBE HAVEN currently operates exclusively via Delivery & Collection Services.

Customer pickup or self-collection is not available.

 

Do you offer setup services?

 

Yes — all BEBE HAVEN bookings include professional delivery, setup, and collection.

 

How far in advance should I book?

 

We recommend booking as early as possible, especially during:

  • school holidays

  • festive seasons

  • long weekends

  • peak travel periods

 

Same-day delivery may be available for orders confirmed before 12pm, subject to availability.

Bookings & Payments

How do I make a booking?

 

Simply contact us with:

  • your travel dates

  • accommodation address

  • baby’s age

  • preferred bundle

  • any additional requests

 

We’ll confirm availability and provide a personalised quote.

 

When is my booking confirmed?

 

Bookings are confirmed once:

  • payment has been received

  • delivery details are confirmed

  • required bond payment has been completed

 

Do you require a security bond?

 

Yes. A refundable security bond is required prior to delivery.

 

Bond amounts vary depending on:

  • bundle type

  • booking duration

  • equipment value

  • order size

 

How long does it take to receive my refund or bond return?

 

Please allow up to 5 business days for eligible refunds or bond returns to be processed following inspection and approval.

Delivery & Collection

How are delivery fees calculated?

 

Delivery & Collection Service fees are calculated based on:

  • location

  • accessibility

  • parking availability

  • travel distance

  • booking requirements

 

Pricing may vary depending on the exact delivery address provided.

 

Do you offer complimentary delivery?

 

Selected bookings above minimum spend requirements may qualify for complimentary/discounted delivery and collection within standard service areas.

 

Can I request same-day delivery?

 

Yes — same-day delivery may be available for orders confirmed before 12pm, subject to availability and additional same-day service fees.

 

What happens during collection?

 

At the end of your booking, we’ll arrange collection from your accommodation or agreed location.

 

We kindly ask that all items are:

  • reasonably clean

  • packed together where possible

  • available during the agreed collection window

Equipment & Cleaning

Are your products cleaned before each booking?

 

Yes. All items are professionally cleaned, sanitised, and safety-checked before every booking.

 

What happens if equipment is damaged?

 

We understand minor everyday use is normal. However, charges may apply for:

  • damaged items

  • broken parts

  • stains requiring deep cleaning

  • missing accessories

  • lost items

  • irreparable damage beyond normal wear and tear

 

What happens if equipment is returned excessively dirty?

 

Additional cleaning fees may apply where items are returned with:

  • excessive food residue

  • mould

  • sand

  • mud

  • smoke exposure

  • pet hair

  • bodily fluids requiring deep sanitisation

  • strong odours

Safety

Is the equipment safe?

 

All equipment should be used according to manufacturer guidelines, safety instructions, and recommended age or weight limits.

Adult supervision is required at all times.

 

Is BEBE HAVEN responsible for misuse of equipment?

 

No. Customers are responsible for selecting suitable equipment for their child and using all items safely and appropriately throughout the hire period.

 

BEBE HAVEN is not liable for injuries, accidents, or incidents resulting from:

  • misuse

  • improper assembly

  • inadequate supervision

  • use outside manufacturer recommendations

Cancellations

What is your cancellation policy?

 

Bookings cancelled at least 24 hours before the scheduled delivery date are eligible for a full refund. Bookings cancelled within 24 hours of the scheduled delivery date may receive a 50% refund of the order total. Delivery fees will be refunded in full if delivery has not yet commenced.

Please allow up to 5 business days for refunds to be processed.

 

Still Need Help?

 

If you have any additional questions before booking, please contact our team and we’ll be happy to assist.

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