Frequently Asked Questions

General Questions

Who owns OiOi?

OiOi is proudly Australian and was founded in 1997 by Lisa Bennetts, who remains the owner to this day. Inspired by her daughter Isabella, who sparked the creation of OiOi’s very firstnappy bagdesign, Lisa now runs the business alongside Isabella. Discover more about their journey and the story behind OiOi here: The OiOi Story.

How do you pronounce OiOi?

It is pronounced "oy-oy" (rhymes with boy, toy etc.) When Isabella was a baby, her parents would say "Oi!" to get her attention and this is what inspired the brand name.

How can I contact you?

We're here to help! Simply contact us using the Contact Us form or give us a call on (03) 9042 4886. We are open 8:30 am - 4:30 pm AEST weekdays (excluding Victorian public holidays), so you can expect to hear back from us within 1-2 business days.

Ordering & Shipping

How quickly will my order be shipped?

Place your order by 12:00pm AEST for same-day dispatch from our Melbourne warehouse. Please note that the warehouse is closed on weekends and Victorian public holidays. If your order contains a pre-order item (clearly stated in the product's title), your order will be shipped in full once the pre-order item arrives.

Where does OiOi ship from?

All orders are shipped from our warehouse in Melbourne, Australia.

What does pre-order mean?

Pre-order allows you to secure popular items that have temporarily sold out. We open pre-orders only when restocks are confirmed and en route to us, so we can provide an accurate estimated arrival time.

Are there additional charges for international shipping?

US orders have no extra charges to pay. The price at checkout is the final price, and we cover US import duties.

UK prices include UK VAT. On larger orders, a customs charge may still be collected on delivery.

For Europe and other destinations, local VAT, taxes or customs charges may apply on arrival. These are set by your country and are payable by the recipient.

For more details, see our Shipping Policy.

Where can I shop OiOi in person?

You can shop in person at our showroom in Melbourne or at one of our authorised stockists.

Returns & Exchanges

What is your return policy?

You have 30 days from delivery to return or exchange an eligible item. It needs to be unused and in its original condition with all OiOi tags attached, and we'll need your proof of purchase.

Start your return in our returns portal. Most returns are approved on the spot, with your instructions coming through straight away. If you're telling us something arrived damaged or incorrect, we'll ask for a quick photo and one of our team will check it first.

Return postage is the responsibility of the customer. Returns come back to our warehouse in Melbourne, Australia.

Clearance and Final Sale items, Second/Sample items and gift cards aren't eligible for change of mind returns. Bundles sold as a set can be returned, but only complete. Anything faulty can still come back, and faulty items are always our cost. If the portal won't accept an item you think is faulty, email us at sales@oioi.com.au and we'll sort it out.

For full details, see our Returns & Exchanges Policy.

Do you offer a warranty on your products?

Yes, we offer a 12-month warranty on our products. Please note exclusions apply. For full details, visit our 12-Month Warranty Policy.

Payment & Security

What payment methods do you accept?

We accept all major credit cards, including Visa, Mastercard, American Express, and UnionPay. You can also pay using mobile wallets like Apple Pay and Google Pay, or payment gateways such as PayPal.

Do you offer Afterpay?

Yes, we offer Afterpay for your convenience.

Product-Specific

Nappy Bags

Which nappy bag is best?

Our best-selling nappy bag is the Signature Nappy Backpack in Vegan Leather. It has won multiple awards (including the Bounty Baby Awards for Best Nappy Bag in 2024) and is loved for its stylish design, spacious compartments, and easy-to-clean materials.

What do you need in a nappy bag?

Choosing the right nappy bag is all about finding one that suits your needs and lifestyle. Consider factors like size, compartments, and material. For a detailed guide, check out our Nappy Bag Buying Guide.

Do your nappy bags have insulated compartments for bottles?

Yes, all of our nappy bags have two insulated pockets on the outside for bottles, and they also come with a portable insulated bottle holder. You can find more details about the Insulated Bottle Holder here.

What materials are your nappy bags made from?

We offer our nappy bags in a wide range of materials including faux leather, genuine leather, nylon, canvas, and neoprene. All designs have a water-resistant nylon lining to make cleaning spills easy.

Product-Specific

Pram Liners

What is the purpose of a pram liner?

A pram liner protects the stroller from spills, stains, and wear and tear, making it easier to clean and more durable.

Can the pram caddy be used as a shoulder bag?

Yes, OiOi pram caddies can convert into a shoulder bag using the included strap, offering versatility for parents on the go.

Are there safety guidelines for using the pram caddy?

Please detach the pram caddy and accessories from the stroller before removing your child to prevent tipping. Additionally, some pram manufacturers advise against using pram straps; always refer to your stroller's safety guidelines.

How do I attach the stroller straps?

Attaching the stroller straps is simple. Follow the step-by-step instructions in this guide.

Product-Specific

Change Mats

What is a portable change mat?

A portable change mat is a compact, foldable mat designed for on-the-go nappy changes. OiOi offers two options: the Change Mat Clutch and the Changing Pouch.

What type of change mat is best for me?

Choosing the right change mat depends on your family's needs and lifestyle. Check out our upcoming blog post for guidance (coming soon).