Hi Sarah,
Thanks so much for taking the time to share your experience, I’m really sorry this hasn’t been smooth for you. That’s never what we want, especially when you were excited for your new baby items.
I completely understand the frustration of the change pad not fitting your table, and how disappointing it feels when something doesn’t work out the way you hoped. We do list the full measurements on the product page to help avoid this exact scenario, but I know that doesn’t make the outcome any less annoying on your end.
Regarding your bundle order, I want to reassure you that the returns policy isn’t designed to be unfair or catch anyone out. Orders purchased using a discount code or as part of a discounted bundle are eligible for store credit rather than a refund, and that applies to all discounted orders, not just yours. We try to show this information on multiple pages (both policy and each product page) on our website as well as in the shopping cart, to make it easy to see/find.
This isn’t to be difficult, it’s simply because the cost of handling returns is quite high for a small business like ours. To stay transparent, here’s what each order and return actually costs us:
Transaction fees: approx. 1.4% per order
After Pay merchant fees (if used): 6% per order
Shipping: for orders over $250, we cover the shipping which is $21–$36 per parcel
Labour: each return is handled by our team individually: receiving, inspecting, re-packing, re-stocking
None of these costs are refunded to us when an order is returned. So if we issued refunds on discounted items, it would make it very hard for us to continue offering bundle discounts, free shipping thresholds, and the level of quality and service we’re proud of.
With the nappy caddy, it is sent flat-packed to reduce shipping costs (which are incredibly high for bulky items in Australia). Once assembled and filled with nappies, wipes, and your essentials, it gains structure and stands firmly. The faux leather we use is custom-made, durable, wipe-clean and definitely not “flimsy”, so if something feels off, we’re more than happy to take a look.
That said, your satisfaction matters to us. You’re absolutely welcome to return the unused items for a store credit, and if it helps, we can extend the validity so you don’t feel rushed to use it. We’re also happy to help you find something truly useful, whether now or when new items launch.
Please let me know how you’d like to proceed, and we’ll take care of the rest. Our best email to reach us at is help@henlee.co
Warm regards,
Kendall
