Find answers to common questions below:
Who are you?
Find out more about Our Company.
How can I contact you?
Email: [email protected]
Live Chat: Live chat is available during office hours, see the bottom right of your browser.
Do you have a shop that I can visit?
Yes we do! You can find out more about it here.
Can I pay for faster delivery?
Do you deliver at the weekend?
Items sent via Royal Mail will be delivered via the normal Royal Mail delivery timetable which includes Saturdays. Our courier does not deliver at weekends.
Can I organise delivery for a specific day or time?
Unfortunately, we are unable to offer a timed delivery service at this time.
How long before I get my items?
Standard delivery times for UK deliveries is 2-5 working days. For international deliveries the standard delivery time is 10 working days. Deliveries may take longer for some more remote locations.
How are items packed?
Smaller boxed items are normally packed in secure mailing sacks. Fragile items will be boxed. Larger items such as prams will be dispatched in their standard boxes.
What are your shipping charges?
Please see our Payment and Delivery page for our shipping charges.
My item has not arrived, what should I do?
If your item has not arrived within the timescale mentioned above, please contact us and we will investigate the item’s whereabouts. Please bear in mind that items sent via the Royal Mail do frequently get delayed in the post and are not considered lost before 15 working days for UK deliveries and 25 working days for international deliveries.
How do I send to a BFPO address
BFPO addresses must be entered into the fields in our online order form in the format shown below. Please ensure that the BFPO number is entered into the postcode field:
- Full name: Service Number, Rank, Name
- Address line 1: Company
- Address line 2: leave field blank
- Town/City: Regiment
- County: leave field blank
- Postcode: BFPO ### (eg: BFPO 123)
- Country: United Kingdom
- Phone number: enter a contact number, either your own or the recipient's. Note that items over 2kg cannot be sent to BFPO addresses.
Is your website safe?
The Hello Baby website complies with the highest security standards so you can shop with complete confidence. Our checkout is encrypted and is fully PCI DSS compliant.
What customer information do you store?
We only store information relevant to fulfilling your order i.e. name, delivery address, billing address and email. Our credit card processing is managed by an external payment provider and we have no access to our customer's card details at any time.
Can I pay via cash or cheque?
Unfortunately, we are currently unable to accept these forms of payments.
Why have I received an email cancelling my order for fraud reasons?
From time to time we cancel orders as they have a high perceived fraud risk or simply because we do not have enough information about the payee to assess the fraud risk. We will normally try and contact the customer before cancelling in order to obtain additional information. Cancelling your order will have no implications on your credit rating. If you feel that your order has been cancelled in error, or require more information, please contact us.
Will Hello Baby keep my data secure?
Hello Baby does not share data with third parties unless they are involved in the fulfilment of your order (e.g. payment service providers or courier companies). These companies will never use your details for marketing purposes.
How do I return a product?
Customers may return a product within 30 days of delivery as long as it is unused, in the original packaging and in a salable condition. Customers are responsible for arranging the return of an item and for the payment of shipping costs. We are sorry but we cannot accept returns of sealed items which have been opened or flat packed furniture that has been opened or assembled. We cannot accept returns where the original packaging has been taped up with brown packing tape or the return address has been written with pen or felt-tip. If you wish to return an item, please contact us.