FREQUENTLY ASKED QUESTIONS

I don't think I've received the correct size Bibs dummies. How can I check? 

As Bibs dummies are made of natural rubber, they will stretch quite a bit with use over time. This is part of the reason why the manufacturer recommends they be replaced every 6 weeks or so and is also why it’s generally not possible to compare the size of older, used Bibs dummies against brand new ones.

If you would like to check whether you’ve received the correct size Bibs dummies please measure the new ones against the below Bibs dummies size specifications. If you are certain that the size is incorrect please don’t hesitate to let us know via email to hello@jackandwillow.com.au (please attach a photo showing the measured dummies to assist).

 

Shield

Teat

Size 1

45 mm diameter

H27mm x W15mm

Size 2

45 mm diameter

H30mm x W14mm

Size 3

45 mm diameter

H33mm x W18mm

 

My Bibs dummies have water inside. Are they faulty? 

Bibs dummies have a vented teat, meaning that water and air can flow in and out. This is not considered a fault.

As per the instructions on your Bibs dummy packaging, you should make sure you squeeze excess water out of your Bibs dummies after sterlisation. Please also remember to check your dummies for signs of wear and tear before each use and replace them after 6 weeks or so of use (as per the manufacturer's recommendations). 

Can I change my order after it's placed? 

Unfortunately there are a number of reasons why we are unable to change an order after it is placed. 

If you would like to return any items in your order once you receive them, please head to www.jackandwillow.com.au/pages/returns where you will find full details on our returns policy and a link to our automated returns portal to make processing your return as easy as possible. If you have paid via PayPal, you may be eligible for refunded return shipping – see here for more details: https://www.paypal.com/au/webapps/mpp/returns

When will my order ship?

We aim to ship all orders within 4 business days (during sale periods this can sometimes be slightly longer).

We ship via Australia Post (Standard and Express post). You will receive a shipping notification from us and Australia Post once your order is shipped. Sometimes our shipping notifications can go to junk or be blocked by your email server, so we recommend adding this email address to your contacts: hello@jackandwillow.com.au.

Please also check that your order does not contain a pre-order item. If you would like to check whether any items in your order are on pre-order, please login to your account here: https://www.jackandwillow.com.au/account/login and click on the relevant order. You can determine if any items are on pre-order by the product title - it will have “(JAN PRE-ORDER)” or similar in the product title if it is on pre-order. This means that the item is due to arrive to us at that time, after which it will be shipped out to all customers with pre-orders. 

My order has shipped. Why haven’t I received it yet?

If you have received a shipping confirmation and tracking number, we recommend contacting Australia Post in the first instance to locate your parcel: https://auspost.com.au/help-and-support

Australia Post will be able to give details on the status of the shipment that we usually do not have access to. They can also assist you in commencing an investigation into the location of your parcel if it looks like it might be lost or held up in transit. Of course if they are unable to help you or you have further queries regarding your order, please feel free to contact us at: hello@jackandwillow.com.au 

When will I receive my pre-order? 

Due to high demand for particular items, from time to time we release those items prior to them arriving into stock. You can determine if an item is on pre-order by the product title - it will have “(JAN PRE-ORDER)” or similar in the product title if it is on pre-order. This means that the item is due to arrive to us at that time, after which it will be shipped out to all customers with pre-orders.  

If you would like to check whether any items in your order are on pre-order, please login to your account here: https://www.jackandwillow.com.au/account/login and click on the relevant order. If any items are on pre-order they should show as above. 

Sometimes our pre-order items may arrive a little later than anticipated due to events outside of our control (such as shipping and customs delays). Please rest assured however that we will do everything we can to have your order to you as quickly as possible. 

We are unfortunately unable to ship your in-stock items separately after your order is placed. If you would like your in-stock items shipped separately, please order pre-orders items in a separate transactions.