FAQs

We usually ship orders within 1-2 business days (other than new product launches and sales events). We have express post options as well if you need things in a hurry.

Once your order is shipped, you'll get a confirmation email including the tracking number for the shipping method you selected.

Your first step should be to check the tracking. Parcels can take a few days and in some cases, e.g. International and Remote orders, longer to arrive. If you still have queries contact us via our contact us page or email hello@swoopbaby.com

Aside from the Swoop Baby Swaddles Money Back Guarantee, we do not offer refunds or returns for change of mind.

Refunds will only be made to the extent required by Australian Consumer Law.

If you are otherwise not satisfied with any item that you receive from us, please see below process for assessment of eligibility for returns.

Returns

Replacement or credit as remedy

We will assess each return request on a case-by-case basis and, in some circumstances, we may provide a credit or replacement at our discretion.

Returns Process

Notice: For assessment of your purchase for eligibility to receive a replacement or credit, you must send us a notice outlining your concerns or the basis of your dissatisfaction with the purchased item, including images and/or videos to support your request, as soon as possible after delivery. We will notify you whether your request has been rejected, accepted or (for physical products) whether the item may be shipped to us for further assessment.

Return: If we notify you that your item may be shipped to us for further assessment, you must return the item to us along with its original packaging.

Assessment: We will assess the circumstances (including analysing the returned item, if considered appropriate by us) to ascertain whether or not the Company is at fault and:

• (Company at fault)  if we consider that the Company is at fault, we will provide a full replacement of the item (or a credit at our discretion); or
• (Company not at fault)  if we consider that the Company is not at fault, then we will not provide any replacement or credit. For physical products, you may elect to have the item returned to you and we will notify you of associated shipping costs.

Shipping costs

In all cases, you must pay the costs involved in shipping the returned product back to the Company, or having the item returned to you. If we consider that the Company is not at fault, then no reimbursement in respect of those shipping costs will be provided. If we consider that the Company is at fault, then we will reimburse you for your reasonable shipping costs incurred in returning the product to us.

Please read our full refunds policy here.

We offer a 100% money back guarantee on our Swoop Sleep Swaddles for eligible refund requests. This guarantee does not include shipping costs.

To be eligible for the 100% money back guarantee on the Swoop Sleep Swaddles:

• You must notify us of your intention to return your purchase before shipping it to us and provide your proof of purchase. When providing this notice, you may also advise if you’d like to receive a credit for the value of your purchase, or a replacement item of equivalent value (which we may reject in our discretion).
• You must post the return item within 10 Business Days of you receiving it from us.
• The item must not be broken, damaged, or tarnished.
• You must pay for return shipping.

If we do not receive notice of your intention to return along with proof of purchase, the item is not shipped within 10 Business Days of delivery of the item, if the item exhibits signs of damage, excessive use, such as (but not limited to) pet hair, reattached tags, smells or odours, marks, or otherwise does not comply with the requirements set out above, you may not be eligible for a refund.

Please read our full refunds policy here.

To initiate a return, please contact us at hello@swoopbaby.com. Upon receipt and inspection of the product, we will process your refund. Please allow up to 10 business days for your refund to be credited back to your original form of payment. 

Unfortunately, for any order placed prior to a sale we are unable to offer a credit or refund for the difference paid. We run sales throughout the year, so keep an eye out for the next one. Make sure you are signed up to our newsletter to keep up to date with our latest products, promotions, and exclusive offers. You can sign up now at the bottom of each page on our website.

The cost of an item being sent back to us and the delivery of the exchanged item being sent out is the responsibility of the customer.

You must post the return item within 10 Business Days of you receiving it from us.

Please read our full refunds policy here.

Yes, simply add a message to the 'Add Gift Message' box in the cart (before checkout). Your order will be wrapped with your personalized message (200 characters) along with a handwritten gift tag. The invoice and pricing are not included on gift wrapped orders.

We accept Credit Card (Visa, Mastercard and American Express), Afterpay, Paypal

Scroll to the bottom of the ‘My Bag’ page and you will see ‘apply gift card’ and ‘apply promotional code’ add the code in the correct box and this will be applied to your order before continuing to checkout.

It varies product by product. Please reach out to customer care hello@swoopbaby.com and they'll be more than happy to assist.

We certainly do. You can find them here.

The best way to stay on top of our latest offers and new releases is to sign up to our newsletter or follow us on social

If you are having issues placing an order on our website or would prefer to order over the phone you can give us a call (0413417063) and we will be happy to help.

Can't find what you're looking for? Please let us know via our contact page or emailing hello@swoopbaby.com.

We'd love to hear from you!

We have a handy postcard for you here – we also include a printed one with every swaddle purchase.

1. Lay the blanket on a flat surface and fold the top edge down about 20cm. Place your baby in the middle with their shoulders aligned with the fold and arms straight down by their sides.
2. Take the top left corner of the blanket and pull it tightly over the baby’s arm and chest, tucking the edge snugly under their back.
3. Next, take the top right corner of the blanket and pull it tightly over the baby’s other arm and chest, wrapping the blanket securely under and around the baby.
4. Bring the bottom of the blanket up towards the baby’s body, wrapping
   it around each side while ensuring your baby can still comfortably bend and move their legs.
5. Remember to always place your baby on their back to sleep, which helps reduce the risk of Sudden Infant Death Syndrome (SIDS).

Machine wash like colours together in cold water.
Line dry or tumble dry on low.
Do not bleach.
Warm iron if needed.
Do not dryclean

Our sleep conditioning programs are for families with babies and toddlers from 4 months to 5 years. For the first 12 weeks, our newborn care team, led by nurse practitioner Tatiana McGee, supports feeding, settling and sleep, through a Newborn Consultation, Calm On Call, Steady Start, Foundations or Newborn Nights. Our Newborn Guide covers the first 12 weeks too.

If sleep has become unpredictable, exhausting or overwhelming, you're not alone. The signs we hear most often are frequent night waking, needing feeding or rocking to fall asleep, short or unpredictable naps and early morning waking. If any of that sounds familiar, a sleep consultant can help you work out what's going on and what to change.

Sleep training isn't one set method. It means helping your little one learn to fall asleep and resettle with less help from you, using an approach suited to their age, temperament and your parenting style. Your plan will recommend an approach that fits your child and the sleep challenges your family is experiencing, and we choose it together. Whether you'd prefer a gentler, more gradual approach or a more direct one, you'll never be asked to do something you're not comfortable with.

You'll complete an intake form and a sleep log so we understand what sleep currently looks like for your family. Your intake form needs to come back within 7 days of booking so we can get started. We then write your personalised sleep plan, covering the sleep environment, feeding, sleep associations, naps, settling and resettling, and an age-appropriate routine. On your review call we walk through the plan together so you feel clear and prepared for the first night. For in-home programs, from a Day Consult to 3 Nights, your consultant comes to you to assess the sleep environment and demonstrate settling in real time.

Every child and family is different, so we don't promise a particular result or timeframe. Many families notice a change in the first week, and things usually settle further over the two-week support period, with nights improving first and naps following. Progress isn't always a straight line, and that's normal.

Our Essentials and Sibling programs and all in-home programs include two weeks of 1:1 support by phone, text and email, Monday to Friday, 9am to 5pm, with two 15-minute calls and your sleep log reviewed along the way. We aim to reply within four hours during those times. The support is there for you to use as much as you need during that fortnight; it can't be paused or saved for later. If you'd like longer, you can add a week of Extended Remote Support, and existing clients can book a Follow Up Call or the Refresher Program later on.

Of course. Every plan is built around your family, and that includes cultural and religious practices around sleep, feeding and bedtime. Tell us what matters to you on your intake form and we'll work with it.

We look at your sleep log, work out what's getting in the way and adjust the plan. That's what the support period is for. If you're ever unhappy with the service you've received, tell us within 48 hours of the consultation so we can put it right.

Sarah Clifton, our founder, is a certified infant and toddler sleep specialist, and every consultant on the team is certified. Our newborn care is led by Tatiana McGee, Nurse Practitioner. We're not a medical service, so for anything about your child's health please see your GP or child health nurse.

Yes. Our remote sleep training programs work with families across Australia and overseas, over phone, WhatsApp, Zoom or Google Meet. In-home support happens mostly across Sydney, and we travel interstate by arrangement. If you're in Melbourne, Brisbane or anywhere else and would like us in your home, get in touch.

Yes. Book a free 15-minute discovery call, or send a message through the contact page with your number and we'll call you. If you're choosing between remote and in-home, or between programs, that's exactly what the call is for.

Within four weeks of purchase, so your plan is based on what sleep looks like right now. For remote programs, your two weeks of support run from your review call.

Their comfort comes first, and we’d always rather you tell us early.

For remote programs, let us know with at least 48 hours’ notice and we can pause for up to four weeks, then pick up again when they’re better. We may ask for a medical certificate.

In-home programs and Newborn Nights work differently, because those dates are held just for you and our night team is booked in. With more than 5 days’ notice you can move your dates at no extra cost. With less than 5 days but at least 48 hours, and your little one unwell, we keep 50% of the in-home program fee and credit the other 50% towards your new dates. For Newborn Nights, your deposit is forfeited but you can still reschedule. Please never feel pressured to go ahead with an in-home program when your little one is sick.

Yes, with notice. Your intake form is the cut-off for refunds: before it’s submitted, your 50% deposit is non-refundable and anything else you’ve paid comes back to you. Once it’s in, we’ve started work on your plan and the fee is non-refundable.

For remote programs, you can reschedule your review call with at least 5 days’ notice, to a date within three months of purchase.

For in-home programs, your whole program counts as one booking and notice runs from your first night or visit. With more than 5 days’ notice you can move to new dates at no extra cost, within three months of purchase. Each program can be rescheduled once, and your travel fee carries over. Any surcharge on your new dates is payable. With less than 48 hours’ notice, or none, the program fee and travel fee are non-refundable.

The full detail is in our Returns and Cancellations Policy and Client Services Agreement.

Yes. Sarah speaks at parent groups and prenatal classes about baby and toddler sleep. If you'd like her at yours, email hello@swoopbaby.com.