FAQs

How can we help?

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Ordering

What size should I buy?

If you’re not quite sure which size is right for your baby, refer to our guides on the home page. Size is always the first part of the decision when selecting a Sepal teat and is based on the age of your baby. The second part of the decision is to select a flow rate to meet your baby's specific feeding needs.

Can I cancel my order?

We completely get it, we change our minds too! However, once an order is placed, we can't guarantee that we will be able to cancel your order with our warehouse team before being processed. Contact us and we will do our best to assist.

Can I add a note for delivery/postage (eg, leave parcel at front door) in the cart notes on the shopping cart page?

We do see the notes you add in the shopping cart and will assist where possible. However, we do not have the option to add delivery notes on the Australia Post label for the delivery drivers to see.

Returns & Exchanges

I ordered the wrong product. Can I exchange for the product I am after?

Sepal does not provide product exchanges. However if you have made a selection error we will happily process a refund (for the value of the product) for goods returned in an unopened, resalable condition. You are eligible for a refund if the request is submitted within 14 days of postal delivery date. To request a refund, please follow link here.  

We advise returning using the mailing box you received your order in as this will keep all packaging safe - avoid soft satchel bags as these do not protect the retail packaging. Please also include a copy of your original invoice so that we can identify your items correctly. All returns must be addressed to our warehouse address.

Please note: If you are returning a Bottle Bundle Set, the bundle set needs to be returned in full (6 or 9 bottles) to receive a refund. This item is sold as a Bundle Set, not individual items.

I live in Melbourne. Can I hand return my package?

Unfortunately, Sepal’s manufacturing facility and office does not offer face to face purchase and/or returns. All orders purchased through our online store are shipped directly to your door via Australia Post. All returns must be addressed to our warehouse address.

I purchased one of your products from a chemist but want a refund, can you process one for me?

If you have purchased Sepal products from one of our stockists and require an exchange or refund, please proceed to the stockist you purchased from. Each stockist will have their own return & refund policies, so please check accordingly.

What do I do if there is an issue with my order?

If you have any queries about your order, please contact us within 14 days of receiving your order either via the Contact Us form or at orders@sepal.com.au with the details, and we will do our best to assist you.

I have received my online order but have since changed my mind and no longer want it. Can you refund me?

We understand that circumstances change, and we support whatever method of feeding best suits your baby. We are more than happy to refund you for the value of the products you have purchased. We have a 14-day grace period for refunds to be requested. We will happily refund you the value of any product that returns to us in an unopened, resalable condition.

We advise returning using the mailing box you received your order in as this will keep all packaging safe. Please also include a copy of your original invoice so that we can identify your items correctly. All returns must be addressed to our warehouse address.

Shipping

How long will my order take to arrive

Our dedicated warehouse team in Melbourne pick, pack and deliver orders to Australia Post daily (weekdays). If you require products quickly opt for the option of express post.

Which carrier will deliver my goods

We work with Australia Post to safely and promptly deliver goods to you.

Can I request to change my delivery address after my order is made?

Yes you can request a change to your delivery address and we will do our best to assist
you. However please keep in mind that out team processes orders quickly and after dispatch we cannot make any further changes. If we are unable to make the address change, we recommend waiting for your dispatch email and then contacting Australia Post to request a redirection.

Do you offer Click & Collect?

No we don't. Sepal's warehouse in Keysborough is a manufacturing facility only. Our retail products are assembled at a third party location in Nunawading and they also do not offer click and collect.

Online orders will be posted directly to your shipping address using Australia Post or you can go to our Stockist page to see if there is a location close to you.

General

What do the teat colours & letters mean?

The bright colours on the Sepal teats are designed to quickly identify the flow rate - white for Ultra Slow, blue for Extra Slow, green for Slow, yellow for Medium, & orange for Fast. 

The letter that you can see, moulded into the coloured collar with a circle surround, identifies the teat size. Teat size is determined by the age of your baby and is easily identified by the – XS for Extra Small (0-1mth), S for Small (0-5mth), M for Medium (4-9mth) & L for Large (8-12+mth).  

There are so many Sepal teats, how do I choose?

The best choice for healthy babies with no feeding issues are our General Use teats. Full term babies (0-5mths) can start with the Small Teat Slow Flow (green collar), babies 4-9mths can transition to the Medium Teat Medium Flow (yellow collar) & older babies 8-12+mths can make the final transition to the Large Teat Fast Flow (orange collar).  For low birth weight or premature babies (0-1mth) the Extra Small Teat Extra Slow Flow is recommended (blue collar).

If your baby has specific needs, refer to our Which Teat? folders on the home page to guide you.

What if we’re using a thickened feed?

The viscosity of thickened feeds mean they typically flow slower than usual. To ensure your baby still feeds comfortably, without fatiguing or becoming frustrated, select a teat with a larger hole size/ faster flow rate.  Make sure that you select the correct teat size according to your baby's age and then select one flow rate faster than the General Use teat for that size. 

Increased flow rate teats are available for 0-1mth (green-XS and yellow-XS), 0-5mth (yellow-S), & 4-9mth (orange-M).

Refer to our Which Teat? folders on the home page to guide you.

Could a slower flowing teat help my baby?

Some babies benefit from a slower flow rate, allowing them time to manage their breathing, control the liquid in their mouth and to safely swallow.  In addition, some breastfeeding mothers report that choosing a slower flow rate for bottle feeds supports combination feeding. 

To allow your baby to feed calmly and comfortably, select a teat with a smaller hole size/ reduced flow rate.  Make sure that you select the correct teat size according to your baby's age and then select one flow rate slower than the General Use teat for that size. 

Reduced flow rate teats are available for 0-1mth (white-XS), 0-5mth (blue-S), 4-9mth (green-M) & 8-12+mth (yellow-L).

Refer to our Which Teat? folders on the home page to guide you.

What position should the teat be in when my baby is feeding?

The correct way to use the teat is to align the size symbol directly under your baby's nose, facing upwards. This ensures the teat is correctly placed to complement the shape of your baby's mouth, ensure good attachment and efficient vacuum to draw milk.

Some babies benefit from a slower flow rate, allowing them time to manage their breathing, control the liquid in their mouth and to safely swallow.  In addition, some breastfeeding mothers report that choosing a slower flow rate for bottle feeds supports combination feeding. 

To allow your baby to feed calmly and comfortably, select a teat with a smaller hole size/ reduced flow rate.  Make sure that you select the correct teat size according to your baby's age and then select one flow rate slower than the General Use teat for that size. 

Reduced flow rate teats are available for 0-1mth (white-XS), 0-5mth (blue-S), 4-9mth (green-M) & 8-12+mth (yellow-L).

Refer to our Which Teat? folders on the home page to guide you.

Can I shake liquid in my baby's bottle with the Teat Cover? (eg. mixing formula)

This is not recommended as our Teat Covers are not leakproof. They have been designed as a universal size to fit over all different variations of our teats. When you need to mix liquid/formula in your bottle we recommend using our White Bottle Caps which provide a secure seal.

Can I put Sepal bottles in a bottle warmer?

Our bottles are safe and appropriate to use in bottle warmers and are a standard narrow neck design.

Do you have teats available for wide neck bottles?

No. Our Sepal teats are designed to work together with our narrow neck bottles.

I received my order and it says for thickened feed on the teat box. Can I still use them for normal feeds?

This is perfectly ok. If your baby is feeding well but showing some frustration with the current flow we suggest trying the flow rate one step faster than is normal for their age. This will have a slightly bigger teat hole, allowing your baby's feed to flow faster.

The thickened feed teats also support babies who require a thickener added to their fluids for them to feed safely. The slightly larger hole accommodates the thickened feed allowing a more comfortable feed for your baby.

Do your bottles fit any breast pumps?

Sepal bottles are a standard narrow neck size and can be used with breast pumps with narrow neck fittings or adaptors. To reduce any loss of EBM, express directly into Sepal bottles, add the lid and refrigerate without needing to transfer to another bottle.

How tightly does the teat need to be secured on the bottle or vial?

The size symbol on the teat should align with the volume increments on the bottle or vial and be firmly secured together.

Sterilisation, Re-Using & Recycling

Are Sepal teats and bottles single-use or reusable?

The answer is they are both! Hospitals use teats and bottles as single-use items to manage infection control issues. That is why we choose to manufacture our products out of a recyclable material rather than silicone.

Hospitals are supplied individually packaged teats and bottles that are clean and ready-to-use.

When parents take their baby home they usually choose to sterilise and re-use Sepal bottles and teats. Sepal teats will typically last 6-8 weeks with normal use, when using 6-8 teats per baby.

Babies will typically outgrow the teats before they wear out, given normal use, but teats should be inspected regularly and discarded at the first signs of damage.

Are Sepal teats & bottles BPA free?

Sepal products are free from BPA, Latex & Silicone.   The products are manufactured in Melbourne, Australia from new, high quality, virgin material. Bottles caps and covers are made from Polypropylene and teats are made from a combination of soft Thermoplastic Elastomer with hard Polypropylene collar.

What’s the best way to sterilise Sepal teats and bottles?

For home use, cold water sterilisation is the preferred method (using a product like Milton solution). UV and Steam sterilisation are also acceptable so feel free to use whichever suits you best. Teat Covers and Vials can also be sterilised this way. Hospitals use Sepal products as single-use only and are encouraged to discard into a recycling bin after use.

Milton solution instructions advise that products will be clean after 15min, and that the solution should be refreshed every 24hrs. We recommend removing the products from the Milton solution after the 15min period and storing them in a clean, dry container until needed for feeding.

If you choose to use steam sterilisation, we advise using a unit that allows items to be free standing. If teats are steamed inside a microwave steaming bag touching other products, they may retain a bent shape when they cool. If this happens just re-steam them free standing and they will return to their original shape.

In addition to the above methods, Sepal bottles may only be boiled. Completely submerge in boiling water for 5 minutes to sterilise. Sepal teats should not be boiled because direct high heat can adversely affect the shape of the recyclable material.

How can I recycle Sepal products?

All Sepal bottles, teats, caps and covers are fully compatible with the standard #5 PP recycling stream.

In hospitals, we encourage wards to place the used products into the general recycle bins.

At home, you can place the used products into your domestic roadside recycle bin.

How should I wash Sepal bottles and teats

We advise that immediately after each use, the bottles and teats should be washed. Sepal recommend washing in clean, warm water with a mild detergent. It is not recommended to clean Sepal teats in the dishwasher.

Do we need to pull the teat apart from the plastic connecting piece with each clean?

No, the teat is moulded as one piece and should not be separated.

When should bottles be replaced once we start using & sterilising them?

6 months is about the time your bottles should be comfortably used for. In that time you might find you move from 50ml, 150ml to 250ml so you may need to change the bottle anyway.

There are no harmful chemicals used in the production of the bottles and of course, we recommend discarding the bottle at any sign of damage.

After 6 months the bottle itself may still be in good shape so you might be able to repurpose in some other way or you can recycle.

Performance & Faults

Do I have to use Sepal bottles with Sepal teats?

YES – while Sepal teats will screw on to most commonly available 'narrow' neck bottles, we STRONGLY recommend using Sepal teats with Sepal bottles to ensure a consistent and accurate feeding outcome.

Sepal bottles have been specifically designed to work with Sepal teats to create the seal required for the patented controlled venting, eliminating issues with fluctuating flow rates, free flowing or leaking collars.  Hospitals have reported inconsistent flow rate issues when using bottles other than Sepal.

Why is it coming out in a stream and not slowing down?

When a warm feed is placed into a bottle and teat screwed on, the cooler room temperature air under the teat is warmed by the feed.  If the bottle is turned over before the air reaches a similar temperature to the liquid, the cooler air is now trapped at the highest point in the base of the bottle, pushing down on the liquid forcing it out of the teat feeding orifice.

Your teat is not malfunctioning. The liquid escaping is an attempt to re-balance the pressure inside the bottle. Hospitals have found that the best solution is to introduce the bottle at a shallow angle and allow the feed to gently drip into the baby’s mouth, prompting the baby to begin sucking.

Once your baby forms a seal around the teat and begins sucking, the teat vents regulate the pressure and you will be able to see bubbles flowing from the teat vents. The flow rate is then totally controlled by your baby's feeding behaviour, regardless of the feed or air temperature. Liquid will only flow through the teat when they suck.

Delivering smaller feeds in a smaller bottle where possible, such as the Sepal 50ml EBM Vial, will also significantly reduce this effect.

Why Does My Thickened Feed Stop & Start?

Adding thickener to feeds can initially cause clumps which can block the feeding temporarily.  Testing has shown that allowing a short period of time for the thickener to be fully absorbed by the feed prevents these clumps from interrupting the flow.  Sepal recommend using a Sepal bottle cap when mixing, to avoid spillage or accidently blocking the teat.

Do not allow the thickened feed to stand for prolonged periods of time, as the thickness will increase on standing.  Always refer to the instructions provided by the thickener manufacturer and seek help from their customer service if unsure.

Why do my teats look white & cloudy?

Testing has shown that prolonged exposure to Milton solution will cause teats of all types, regardless of brand or type, to turn cloudy due to the salt in the fluid reacting with the nitrates in the water. We would recommend hand washing the teats in warm water with a mild detergent and allowing them to dry completely over a 48hr period or until the teats return to their normal colour.

Milton solution instructions advise that products will be clean after 15min, and that the solution should be refreshed every 24hrs. Sepal strongly recommend removing the teats from the Milton solution after the 15min period and storing them in a clean, dry container until needed for feeding.

Why have my teats and bottles taken on a yellow tinge?

If the change in colour is very subtle and has taken place over some time, it may be that the teats and bottles are being stained by Vitamin-A or fatty acids from either the breastmilk or formula. This cumulative effect is normal for teats and bottles regardless of brand.

Exposure to oily foods such as tomato-based sauces will also cause teats and bottles to become stained, but this usually occurs immediately rather than gradually. Sepal recommend hand washing teats and bottles in clean, warm water with a mild detergent.

On the soft part of my teat is a rough, spotted dot. Is this faulty?

There is no need for concern, this is what we call the gate or injection point in the injection moulding manufacturing process.  It is not a fault.

Always inspect before use and pull the feeding teat in all directions to ensure it is intact. Should there be any signs of damage or weakness, stop using the teat immediately. It is recommended that a feeding teat is replaced every 2-3 months, maximum.

Please contact us if you have concerns

My teat seems to be blocked. Why has this happened and is there a way to fix it?

Our manufacturing process does not involve piercing a hole in the teat, instead we mould around a pin so the hole is moulded open. This process means there should be no way for the hole to close over. We recommend careful cleaning immediately after feeding, using the Teat Cleaner to clear any material from the teat hole. Ensure you see the Teat Cleaner bristle through the teat hole when cleaning. If you are concerned there may still be material in the teat hole, squeeze the teat tip between two fingers to gently dislodge.

It is also worth noting, if you have a full bottle with the teat attached, turn the bottle upside down and liquid doesn't come out, that does not mean the teat hole is blocked. Our venting system only allows milk to flow freely when your baby sucks. If however, you squeeze the full teat and no liquid comes out, then there might be a blockage issue and refer to details above.

Quality

What quality standards are used to protect customers?

Sepal are accredited and comply with ISO 9001:2015 and HACCP quality management systems

Quality Policy

Are the Sepal bottles and teats we were given in hospital the same quality as your products online?

Yes! Our bottles and teats are manufactured in the same machines and clean room as those used in hospitals.