We are sorry to hear that there is an issue with your order. In order to resolve this as quickly as possible, please send us an email at firstname.lastname@example.org with a brief description and image or short video of the issue. If your item is one of the following brands, we also require additional information as outlined below:
Please confirm the part reference of any parts required and also the product code of the item which can be found on the back panel of any changing units/wardrobes and on the base of the cot bed.
Tutti Bambini –
Please confirm the part references of any parts affected/required.
Please confirm the serial number from your item.
Please complete the following form and the manufacturer will handle warranty claims directly: https://rma.kinderkraft.com/
If your order contains more than one item and these are shipped from separate warehouses, the remaining items are likely to be delivered via a separate courier and you will receive separate tracking details. Please refer to each item’s delivery timescale for guidance on the expected delivery date.
If you have only received one tracking number and some items are missing, it is likely the items have been split during transit. The remaining items should be out for delivery within 1 working day of the initial delivery. If you still haven’t received all of your items after this time, please contact us via email at email@example.com
This is due to the fact that we use couriers to ship the majority of our items. UK couriers charge more for delivery to Non-UK Mainland and Scottish Highlands addresses. We do however understand that the cost can be excessive for smaller items. If therefore you are just ordering an item that can be shipped using Royal Mail, please contact us for a shipping quote and we will instruct our warehouse to ship via Royal Mail.
You have 30 minutes to cancel your order from when it was placed. Please send us an email at firstname.lastname@example.org with the order number in the subject heading requesting to cancel your order. After this time, we cannot guarantee that we will be able to cancel the order.
*Unfortunately we have had to temporarily suspend shipping outside of the UK after Brexit* For shipping to other countries please contact us with your delivery address details and the item that you wish to purchase. Our Customer Services Team will then be able to provide a shipping quote. We aim to minimize your shipping costs and will provide the lowest possible quote from our range of carriers.
*Please note that when sending items overseas, the customer is liable for any taxes or charges that may be imposed locally. In addition, overseas customers are responsible for providing the required information to enable their products to be shipped to them. In certain countries, this may include passport identification and residency documentation. We cannot be held responsible for any delays caused by issues regarding documentation.
If items are sent overseas and the product(s) develop faults, the customer is responsible for any shipping costs applicable to and from the UK.
To have your order delivered to an alternative address, please enter the details when you place your order. Please note that customers paying via PayPal, Clearpay and Laybuy can only have their orders shipped to their confirmed address.
Unfortunately we are only authorised to send the item to the delivery address entered when the order was placed.
It is a requirement that all our parcels are signed for therefore, if you will not be available to receive your order, please consider an alternative address for receiving your parcels such as a neighbour.
If you receive your order and it is not what you are expecting, it isn’t a problem – you can return it back to us within 14 days of receiving the goods for a full refund less the shipping costs. Unfortunately, we are unable to provide free returns due to our next day shipping costs, therefore, returning the unwanted item(s) is at your own expense. You must also return any free gifts unused and in their original packaging at your expense. Please contact us via email to inform us that you will be returning the item(s). We will confirm the returns address and provide any other necessary information.
Once you have returned the item(s) we will refund you through which ever payment method you used, subject to the goods being in their original condition.
No, you do not have to pay for the return of damaged goods if you are in the UK, please contact us for a collection to be arranged, this can be Monday – Friday.
However, if your product is not found to have a fault once inspected by our technicians you will be charged £29.25 for administration and handling fees.
If you are overseas then you will need to return the goods at your own expense and pay for the repaired/replaced item to be delivered back to you.
Please contact us if you require further information.
Returning faulty products:
When returning a faulty product, please ensure that the original packing is used wherever possible to avoid damage in transit. However, if this is not possible please pack the item in another cardboard box.
Returning unwanted items:
If you are returning an unwanted item (within 14 days) you must endeavour to use the original packaging to enable a full refund. Please contact us if you would like further guidance. If you received a free gift with your order, this must also be returned unused and in its original packaging.
Once your order has been returned to our warehouse, it will be inspected and its condition confirmed. This can take up to 5 working days from when the order was delivered back to us. Once the inspection is complete, a refund will be processed – please allow 3-5 working days after your refund confirmation for the funds to return to the original payment method.
If you are having problems placing an order, it may relate to the payment method that you are using. We take our users security very seriously and therefore participate in 3D secure. If you are experiencing problems, please try an alternative payment method or contact us.
With most furniture orders, the mattress is dispatched from a seperate warehouse so will arrive via a seperate courier and you will receive the tracking details for this around the time the furniture is delivered. If it has been more than 3 working days from your furniture delivery and the mattress has still not been received, please contact us and we can assist.
Please send us an email and we can provide this
Please get in touch with us by emailing email@example.com or by calling 020 8295 6444. A member of our Customer Services team will be happy to guide you through our response to COVID-19 and how we will continue to serve our customers.