Terms and conditions
From time to time we cancel orders for the following reasons:
- The item is out of stock
- We cannot ship the item to the specified country
Under these circumstances we will always contact the buyer and issue an immediate refund via the original payment method. We will also start the eBay item cancellation process to recover our eBay fees. Your cooperation in this process would be appreciated.
Delivery – courier
Larger items such as prams, highchairs and nursery furniture are sent via courier. If the courier cannot deliver an item they will normally leave a note giving details on how to arrange a redelivery. All orders must be signed for. If available your tracking number will be indicated in the confirmation email. Unfortunately we cannot do specific day delivery.
Standard delivery time is 2-5 working days for items sent to the UK mainland. UK Express Courier takes 1-2 working days and please allow 5-10 working days for items sent to major cities in mainland Europe.
Delivery – Royal Mail
Unless an express courier upgrade has been purchased, items under 2kg are sent via Royal mail. In the UK we use Royal Mail's 2nd class service and internationally the Airmail service.
Standard UK delivery times are 2-5 days or 1-2 working days for UK Express Courier. Please allow 5-10 working days for international deliveries.
Wrong delivery address inputted
If you provide us with a wrong delivery address and your goods are signed for by another party, or lost in the post, Hello Baby cannot be held responsible for any loss you incur as a result.
Items lost in transit
Unfortunately from time to time items become delayed in the post. Items shipped via the Royal Mail are not considered to be lost before 15 working days for UK deliveries and 25 working days for international deliveries. We will not send replacements or give any refund before this period has elapsed.
Items damaged in transit or faulty on delivery
If an item is damaged in transit or arrives faulty, please inform us as soon as possible after an item is received and at the latest, 7 days after the item's delivery. We may request photos of the damaged item(s) to confirm the problem before giving a refund or sending a replacement. We may also ask the manufacturer to contact you directly to solve the problem.
Wrong item received
If you have received the wrong item (sorry) please contact us and we will arrange for the correct item to be delivered to you asap. We may require the wrong item to be returned to us before sending out the replacement, in which case we will either arrange a collection of refund return postage costs.
If the wrong item has been delivered please inform us within 7 days of receiving the item.
Specifications, Colour, Weights and Sizes
All sizes and weights given as a guide only and are approximate. Representations of colour are approximate due to the limitations of photographic and calibrations of different output devices. If you have any questions about the colour or size of an item please contact us.
If you wish to return an item, you have to right to do so within 30 days after the item having been delivered. Items must be unused, in their original packaging and in a salable condition. Customers return items at their own expense and we do not arrange collections. We regret that we are unable to accept return of sealed items which have been opened, or flat packed furniture been opened or assembled.
When returning an item please following this procedure:
- Contact us to let us know that you will be returning the item.
- Package the item securely and return it to us including your name, address and invoice number
Please use only clear tape when resealing a package and do not write directly on the product's box.
If the returned item is found to be used, damaged or the packaging (internal or external) not suitable for re sale - then any refund or exchange will be refused and the items will only be returned to the customer once all shipping costs are paid.
If your purchase becomes faulty whilst still covered by warranty, please contact us and we will take up the issue with the manufacturer. We may ask the manufacturer to contact you directly to resolve the problem.
Please note that we do not pay the postage for items returned under warranty
Any refunds will be made via the original method of payment. Please allow 7-10 days for funds to appear in your account.