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To ensure that credit or debit cards have not been used without your consent, we may request further information before processing an order. These checks are only to confirm your identity and your credit rating will be unaffected. We may occasionally cancel orders as we believe that the transaction is fraudulent. Under these circumstances the funds will be returned via the original payment method. If you believe that your transaction has been cancelled in error, please contact us
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. Unfortunately we cannot do specific day delivery, other than next day delivery through our Express Delivery service. Standard delivery times for items sent via courier are 2-5 working days for items sent to the UK mainland and 5-10 working days for items sent to Europe.
All international orders are sent via Royal Mail. In the UK we use Royal Mail's 2nd class service and internationally the Airmail service. We regret that we cannot send our items via 1st class. Standard delivery times are 2-5 days to UK addresses and 5-10 working days for international deliveries.
If you provide us with an incorrect 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.
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.
If an item is damaged in transit or arrives faulty, please inform us as soon as possible after an item is received. We may request photos of the damaged item(s) to confirm the problem before giving a refund or sending a replacement.
If you have received the wrong item please contact us as soon as possible and we will arrange for the correct item to be delivered to you. 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.
Please note that if you are ordering from a non-EU member state your order might be prone to customs charges. Hello Baby doesn't cover the price of these charges and they are solely your responsibility to be aware of.
If you wish to return an item, you must inform us within 30 days, starting the day after the item was delivered. After you have informed us of your wish to return the item, please do so promptly. Customers return items at their own expense and we do not arrange collections. Remember you have a statutory duty of care to look after items when they are in your posession. Therefore please take good care of any items you wish to send back and return them unused and in their original packaging.
When returning your item please:
If your product becomes faulty after the 30 day return period specified above, please contact us with the following information:
And we will investigate the matter fully. We aim to resolve any problems with faulty items within 5 working days.
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Some of our external links may be to websites which also offer commercial services, such as online purchases. The inclusion of a link to an external website from https://www.hellobabydirect.com should not be understood to be an endorsement of that website or the site's owners (or their products/services).
Some of the content we link to on both hellobabydirect.com and external websites is generated by members of the public (our blog for example). The views expressed are those of the public and unless specifically stated are not those of https://www.hellobabydirect.com. If you consider this content to be inappropriate please alert the moderators or site owners on the sites where the material appears.
We may exceptionally need to cancel orders due to a pricing mistakes. In this case we will issue a full and immediate refund. We believe that this does not infringe your consumer rights as a contract is formed only when an item is delivered. For clarification please see this article.
Please remember we are a small family run business operating on low margins and cannot afford to lose money on any orders.