Delivery & Returns Policy
Dispatch and Delivery
*Please note that due to Brexit, we have temporarily suspended all shipping outside of the UK.
*We are also unable to delivery large items such as furniture outside of the UK Mainland and to certain Scottish Highlands and other Scottish postcodes, if in doubt please contact us before attempting to place an order.
Each item on our website has it’s own unique standard delivery timescale which is shown on the product page. If the item is on pre-order, it will also show the availability date on the product page. Please note, the availability date is the date that the product is due back in stock although this may be subject to change due to an number of reasons including transport delay. After this date, the standard delivery timescale applies. We do try to get items to you as quickly as possible and may be quicker than the standard timescale shown so please contact us if you require an item quickly. Where the main item is on back order and you add accessories such as mattresses with furniture then the accessories will normally be delivered around the same time as the back ordered items unless requested otherwise. Although you may order items together in one order they will not necessarily arrive together as they may come from different warehouses and have different delivery timescales.
*Please note that where the Next Day Delivery is available (shown on the item product page), it is applicable only to UK Mainland orders placed and with cleared payments before midday. We deliver Monday to Friday, so orders placed with cleared payments before midday on Friday will be delivered the following Monday (excluding Bank Holidays).
Items can be dispatched prior to you receiving a dispatch email, this is because depending on the warehouse they are dispatched from we may not be informed of this until after the warehouse have dispatched the item. Therefore please see our cancellation terms and conditions which state that items have to be cancelled within 30mins of the order being made as otherwise costs may be incurred.
Items can only be dispatched to the address provided in the shipping section of the website, this is due to the payment providers only authorising the shipping to this address. Requests to send to another address whether by email, phone, social media or the notes section of the checkout page will not be honoured.
Our preferred couriers for the UK and Ireland are DPD, DX, Parcelforce, Hermes, APC and DHL although they endeavour to provide times delivery slots this will not always be possible. Please note for Tutti Bambini and Obaby orders the courier used is Tuffnells and Yodel and this is an all-day delivery service between 08:00-18:00. You should received the tracking information the day before delivery or with some furniture deliveries the courier will contact you directly to arrange the delivery.
For the UK, Ireland and European Zones listed below, the shipping price will be calculated depending on the items in your basket and the delivery address.
Please remember the Golden Rule when ordering online – someone must be available to take delivery. For security reasons, most orders require a signature upon delivery or the courier will take a photo. However if you instruct the courier to leave your order in a safe place or with a neighbour, ownership passes to you once the order is delivered accordingly. We cannot be held responsible for any loss incurred as a result of the courier following your specified delivery instructions. Our delivery service is to the front of the delivery premises only. Therefore if you live in a flat this is to the front of the main block. Under no circumstances is the courier obliged to transport a consignment into the premises at the delivery address although some of them may chose to do this. Please note for larger, heavy items such as some furniture and outdoor items, these may be curbside deliveries only due to the size and weight and customers will have to make their own arrangements to take these from the curbside to the desired location. These may or may not be on pallets. For further details, please contact our customer service team prior to delivery.
We do our utmost to ensure orders are delivered on time and in the majority of cases provide a one-hour time slot. However, please note that we cannot guarantee the time slots provided by couriers as:
- Consignments of more than one parcel can occasionally be split and so may be delivered separately and;
- Parts of your order may come from different warehouses and so be delivered at different times.
If you have any concerns about the delivery of your order, please do not hesitate to contact us to discuss.
Please note that if the courier informs us that the item is delivered then this will be taken as delivered unless you inform us that you haven’t got the item within 7 days of the tracking details being added to your order. After this time we cannot guarantee that the couriers can investigate missing items.
All shipping costs are based on the rates that our couriers charge us. We are able to ship most products to most locations worldwide; if you would like to make an enquiry, please contact us.
Please note that quoted delivery timescales apply to UK mainland Standard Delivery orders only; orders shipped to other locations or where free delivery is selected may take longer. Whilst we make every effort to provide a next day delivery service for UK mainland, we cannot guarantee this service as it may from time to time be affected by adverse weather conditions or other circumstances beyond our control. We make every effort to meet delivery timescales and will update you accordingly should any delays arise. We cannot be held responsible for any losses related to courier delays. Non-Mainland UK delivery timescales vary according to the shipping address. Please contact us for further information.
Please note that the back-order date provided is subject to change. We cannot guarantee back-ordered dates. As soon as we are made aware of any changes, we will update you, but this will be dependant on suppliers notifying us of changes to the stock arrival. Items that are on back order may be dispatched prior to the availability date if stock becomes available.
Orders placed on or the day before a Bank Holiday will not be processed for dispatch until the next working day.
Although we and our couriers make every effort to get the items to you within the timescales given this is not a 100% guaranteed service. This is because from time to time things can go wrong such as mechanical failure and even human error. We cannot be held responsible for any delays that are out of our control.
Orders containing more than one product or products that are comprised of more than one parcel can sometimes be split in transit. As a result, your order may be delivered in separate deliveries. Products as part of a bundle will be delivered within the stated timescale of the main product and may be dispatched via seperate couriers.
Shipping Zones and Costs
- Standard Delivery: £4.99
- FREE No-Rush Delivery: available on orders over £50
Non-Mainland UK and the Republic of Ireland:
(includes Northern Ireland, Isle of Mann, Isles of Scilly, Scottish Highlands & Islands, Channel Islands)
- An additional shipping charge of £24 per parcel is applicable. Delivery to these areas can take up to 2 working days longer than the standard shipping times, however depending on the size and weight of your order, delivery may take up to 5 working days in addition to the standard delivery timescale stated. Please contact us if you require specific delivery timescales or prices for a particular purchase.
- Please note that large items such as nursery furniture and travel systems may comprise of more than one parcel or may have large dimensions. Please contact us prior to placing your order as additional charges may be levied.
- Additional shipping charges are applicable for furniture orders due to their size and weight. Some nursery furniture cannot be delivered to Non-UK Mainland addresses or those classed by the couriers as Scttish Highlands and Islands.
- Non-UK Mainland addresses include the Scottish Highlands, Isle of Wight, Isle of Man, and The Channel Islands as defined by our couriers.
- Delivery to the Scottish Islands is 2-5 working days.
Northern Ireland, Isle of Mann, Isles of Scilly: BT1-94*, IM1-9*, TR21-25*
Scottish Highlands & Islands: AB 1-31, AB32*, AB36-38*, AB40-42*, AB55-56*, FK17-99*, G83*, HS1-9*, IV1-63*, KA27-28*, KW1-18*, PA20-49*, PA60-78*, PH17-26*, PH30-50*, ZE1-4*
Channel Islands: JE1-4*, GY1-10*
All rates are provided on a per parcel basis. Additional shipping costs may apply depending on the size and weight of an order.
Zone 1 – £24
Belgium, France, Germany, Luxembourg, Monaco, Netherlands
Zone 2 – £25
Austria, Denmark, Switzerland
Zone 3 – £30
Czech Republic, Italy, Slovakia, Mainland Spain
Zone 4 – £35
Estonia, Finland, Hungary, Poland, Portugal, Slovenia, Sweden
Zone 5 – £60
Bosnia and Herzegovina, Bulgaria, Greece, Iceland, Latvia, Lithuania, Norway, Romania, Serbia
FOR COUNTRIES OUTSIDE OF THE ABOVE MENTIONED ZONES, PLEASE EMAIL OUR CUSTOMER SERVICES TEAM FOR A SHIPPING QUOTE.
PLEASE NOTE WE ARE UNABLE TO SUPPLY CERTAIN BRANDS/PRODUCTS OUTSIDE OF THE UK. IN THE EVENT YOU PLACE AN ORDER AND WE ARE UNABLE TO FULFIL IT DUE TO MANUFACTURER RESTRICTIONS, WE WILL CONTACT YOU.
If you have any concerns at all about shipping timescales or rates, please contact us.
FREE No-Rush Delivery
FREE No-Rush Delivery is available on orders over £50 and delivered to UK Mainland addresses only. When selecting FREE No-Rush Delivery at checkout, please note that the delivery timescale shown on the product page is not applicable. The delivery timescale for FREE No-Rush Delivery may be up to double that of the standard delivery method.
If no one is available to take delivery when the courier arrives, they will attempt to deliver your order to a neighbour. If you do not want your parcel left with a neighbour, please note that at the time of ordering. Alternatively, you can rearrange your delivery with the courier by tracking your order. If the courier is unable to deliver to the shipping address provided, they will leave a calling card with details of either where the consignment has been delivered or when redelivery will be attempted. Redelivery is usually attempted the following working day. If the courier makes 2 unsuccessful delivery attempts, you will be required to collect your order from your local depot. Couriers are not obliged to attempt delivery more than once especially at busy times. Should you fail to collect your order, it will be returned to our warehouse. If you refuse delivery of your order or fail to respond to the calling card left by the courier, it will be returned to our warehouse. When an order is returned to our warehouse due to any of the abovementioned reasons, a return shipping cost is payable (as charged by the courier). We will wait for you (the customer) to contact us and confirm how you wish to proceed before processing any refund.
*This does not relate to orders delivered via HDS
Please note that for Furniture deliveries that are assigned to Home Delivery Specialists, they will book in the delivery with yourself directly for a date that suits you. Please ensure that you are in on this date as if the delivery fails due to no-one being available at the delivery address, you will incurr a failed delivery charge. The charge will be subject to the number of items being delivered.
Incorrect Delivery Address Provided
If you provide an incorrect delivery address, please contact us ASAP so that it can be amended. We cannot be held responsible for any loss incurred as a result of the provision of an incorrect delivery address.
You may of course return any order within 14 days provided that all products are new, unused and in their original packaging. To return your order, please reply to your order confirmation email and we will provide you with details on how to return your order. Orders returned without a request for returns information cannot be refunded. Returns requests must be made in writing via email and not via the livechat facility. We cannot accept any requests through any other channel such as facebook, instragram or payment providers. All requests will need to be as per the policy above by replying to your order confirmation or contacting firstname.lastname@example.org
The cost of any change-of-mind return is at your own expense. We can arrange for a third-party collection of your order, typically at a cost of £25 per parcel (all-day service, Mon-Fri only). This charge is subject to change as certain products incur higher shipping charges due to the size and weight of their packaging e.g. nursery furniture. Alternatively, we can assist you in the return of your order through the use of courier comparison website Parcel Monkey. The order/item to be returned must be in it’s original, unused condition. Please contact us to enquire regarding the cost of returning a particular order/item. Please note that we cannot be held responsible for customers having to take time off work to return an order.
If you are returning an order/item because you have changed your mind, there may be a deduction from your refund if the item has been damaged, opened more than necessary as it would be if you were assessing it in a shop or used more than reasonably expected.
Furniture and other self assembly items cannot be returned if you have assembled either in whole or part, therefore please check the size and quality of item before you begin assembly.
Unfortunately we are unable to accept the return of mattresses/ cot bed sheets as these are hygienic items.
Items that are found to be faulty can be returned within 30 days. If your order/item is faulty please contact us for returns information. We recommend that customers check their orders/items as soon as they are received as even if unopened faulty items can only be returned up to 30 days from receipt.
We strongly recommend that original packaging is kept, as any collections for warranty/maintenance work will require that the item be packaged. When returning your order, please use clear packaging tape only and do not write directly on the packaging.
Damaged or Incomplete Items
If there is any damage to the packaging when your order arrives, please note this when signing for the goods and contact us within 24 hours of receipt for guidance on resolving any issues.
If there is any damage to the item(s) when your order arrives, please inform us within 24 hours of receipt. As per your statutory rights, any items(s) that when delivered are not in the condition described on our website are eligible to be repaired, replaced or returned. However, if you have indicated or there is evidence that the item(s) were damaged deliberately by you or anyone on your behalf, then we reserve the right to refuse acceptance of any return or claim.
Missing parts – We ask that all items are inspected within 48hrs of receipt and that we are informed of missing items/parts within that time. If after that time you notice parts are missing and this is still within the 30 days of receipt then to comply with the relevant legislation we will provide the missing part within 30 days of notification.
Please note that orders containing furniture should be checked on receipt. You must notify us of any courier damage within 48 hours of receipt. Unfortunately we are unable to accept any furniture courier damage claims outside the 48 hour period after delivery.
Please note that we send customers an email asking them not to assemble any items that are damaged and to check items on arrival. This is vital if this is a present and won’t be fully opened until sometime later. If customers choose not to check items on receipt and to assemble damaged items then items are deemed as accepted and we cannot except returns or refunds (including partial refunds) for assembled items. In some cases we can provide replacement parts.
*Please note that Baby and Child cannot be held responsible for damage to items that may have occurred during transit from the delivery address to a third party address. We ask all customers by email to check items on receipt to ensure that any damage that may have occurred prior to dispatch or during transit is identified before the items are moved to another location.