Frequently Asked Questions

Here are a few of the most common questions that are asked, please feel free to contact us if there is anything we have not covered.

I'm getting leaks! What am I doing wrong?

Firstly, check that your nappy is prewashed before first use, as this prepares them to absorb properly.

Check that you have the right sized nappy. The nappy should fit around the waist and legs snugly, but not too tight.

Make sure that no clothing is tucked into any part of the nappy.

If you have a moderate to heavy wetter, you may need to boost the nappy with an extra layer of absorbency. We sell boosters in the inserts section of our website.

For night-time, remember we recommend two inserts in our wool pocket nappies for sizes medium and large.

Make sure that you're changing the nappies often enough.

Test whether you have a build-up of washing powder or nappy creams in the fleece (see Caring for Your Nappies).

Remember, leaks from any nappy system, whether cloth or disposable, happen from time to time and we are only a telephone call away to help you with solving them. Speak to our nappy guru Rebecca who knows all the tricks to fixing leakage - there is always a solution 0800 ECOBUBS.

How many nappies does my baby need?

A burning question, and a pay-off between your wallet and how often you want to do the washing.

Every baby is unique, and it's important that you find the system that is right for you. Our nappies will give you an absorbency of 3-5 hours during the day and 12 hours overnight, so you can work out how many nappies you will need depending on how often your little one needs changing. Remember that newborns need changing more than older children (the guide is usually that every time you feed your newborn, you change them).

Isn't washing nappies just as environmentally damaging as using disposables?

This is one of the great myths of the disposable vs. cloth debate. Remember, disposables require resources to be manufactured and transported and the use of energy (output of COA2) and natural resources is far greater than washing with environmentally friendly nappy wash. Even if you use just one washable nappy per day you will stop 730 nappies from being disposed of in the landfill. So yes, you can make a difference.

What are your opening hours?

9am-6pm Monday to Friday on our 0800 number. But our web store is open 24/7 for all orders.

How can I get a refund?

We do provide refunds should you change your mind on your order. However the refund will be less $5 to cover packaging, handling and insurance costs.

What if my goods are faulty?

If you receive goods that are faulty, please contact us straight away and we can replace them for you. We will incur all courier costs for the exchange of such items.

When should my order arrive?

Your order should arrive to you within 4-5 days (NZ only), sometimes overnight! International orders will be notified of disptach with a tracking number.

If the item is not in stock or a colour selection is not available, we will advise you by email of how long the item is likely to be on backorder and ask if you wish to change your selection.

What if I change my mind on my colour or size choice once my product has arrived?

You may return the product for a different choice as long as they are in BRAND NEW condition. If items have been worn or washed then we can not replace them for you. You will incur the courier costs for the new item being sent along with the return costs from you.

What happens if I need to cancel my order once submitted?

We need to be contacted as soon as possible to avoid the product being sent out. If the product has already been sent, the freight charge will not be refunded.

What credit cards are accepted?

We accept Visa and Mastercard.

How safe is credit card payment and my details over the internet?

Credit card payments are processed through a secure sever by EFTPOS NZ. The secure server uses SSL encryption, which ensures that you can communicate securely with us and protects all communications and sensitive personal information. SSL security makes purchasing over the web very secure. Our credit card processing is handled by EFTPOS NZ, one of New Zealand's leading e-commerce providers.

What can I do if I have a query?

Please contact us immediately - all feedback, positive or negative, is very important to us and we'd like to help. We strive to constantly improve our products and our service and value your input as our customers.

Do you provide tax invoices?

Yes, a GST tax invoice is supplied with the products when shipped. GST is only applicable in New Zealand.

What are the bank account details for bank transfers?

Brightwaters Holdings Limited T/A Ecobubs
Kiwibank
Account Number: 38 9005 0945485 00
(please use your surname as a reference).

Is Hire Purchase or Lay-by available?

We know that once you decide to change to cloth nappies, the initial outlay can be quite high, which is why we offer our set pack hire purchase option. This is open to New Zealand residents only. Please see our Hire Purchase page for more information. 

Ecobubs has lay-by available on all of our products. Please contact us directly to organise this - what better way to get organised in the months you are waiting for your little one, and you won't notice the cost while you are still working.

I have a different question?

If you have any other questions please contact us and we'll be happy to help.