Delivery

The estimated delivery time is stated next to each product and delivery costs for your order are calculated prior to the final checkout stage. These details are confirmed by email once the order has been placed. We endeavour to deliver your order to you by the estimated delivery date stated on the confirmation however this is not a guaranteed date

You will receive your order tracking details as soon as your order has been dispatched. Once your goods have left our warehouse DPD will send an SMS to confirm delivery will take place the following day. On the day of delivery being Monday-Friday DPD provide customers with a one hour delivery time slot. All deliveries must be signed for. 

DPD Local is the most innovative parcel carrier around. Thanks to their industry-leading Predict service, they provide parcel recipients with a one hour delivery window, notified by SMS and email, so no waiting in all day. 

What's more, it enables receivers to watch the progress of their delivery on a real-time map, all the way down to a final 15 minute delivery time slot.

Furniture orders are usually despatched directly by the manufacturer, tracking details will be provided and you will be kept updated on the progress of your order. 

Receiving Your Orders

Please check your dispatch confirmation email(s) which will say if your entire order will be sent in one consignment, or if we have sent part of your order with further items to arrive later in a separate consignment(s). 

When you have received the consignment(s) please check all the items you have received as soon as possible, so you can make us aware of any issues within 48 hours of receiving the delivery. We have a limited amount of time to raise issues with our suppliers and delivery partners and cannot guarantee that they will cooperate in resolving any issues after this time period.

Packaging

On the rare occasion, an item's packaging may get damaged during transit, in which case we will repackage it. This does not mean that the item has been in anyway used or tampered with and should be accepted as a brand new, unused product

Customs & Duty on International Orders 

For some delivery destinations, The Baby Room will automatically pay any Customs Duties or Taxes so your parcel will be delivered to you without any additional charges or delays. The amount you pay at the checkout will be the final order value. 

Delivery Duty Paid (DDP) services will show at the checkout as "IMPORT DUTY PAID". Please select this delivery option to take advantage of this service.

For all other international destinations, once your parcel arrives in your country it may be liable to Customs Duty and/or Tax. If this is the case your parcel will be held at your local Customs Office until the relevant fees have been paid. If charges are not paid your parcel may be destroyed or returned to us.

Unfortunately, as we do not have control over these charges, any costs incurred because of unpaid Duty Charges and/or Taxes, as well any loss in value of the merchandise, will be deducted from you. We will also charge a re-stocking and handling fee equal to 30% of the order value before any refund is issued. Please check with your local postal service if you are unsure about customs charges in your country.

Clothing and Footwear Returns 

If you are not completely happy with any items from your order you have 14 days from the date you received your delivery to send them back, sale items must be returned within 7 days. Returns received beyond this time will not be accepted. Items must be in original condition and must not have been worn, altered or washed and all original tags must be in place. 

Shoes must be tried on a soft surface. We will not accept shoes returned with sole markings or scratches. Please ensure shoes are returned in the original shoe box. 

Nursery Returns 

NURSERY RETURNS ARE SUBJECT TO A RE-STOCKING FEE - You can return nursery items up to 28 days after purchase. However, any unwanted nursery items that are returned to us will be subject to a 15% restocking fee. These include all pushchairs, car seats, highchairs and rockers. Furniture items and wallpapers are non returnable.  Nursery items that are returned to us without a returns form will be subject to a 25% restocking fee.   

Refund Process

A return will be processed within 2-3 days of it being received at our warehouse this may take longer during sale periods and holidays. The refund will be credited back to the original payment method, card and debit card payments can take up to 10 days to show on your account due to varying processing times between banks.

Exchanges

To avoid disappointment, we advise that you place a new order for the items you would like to exchange for and then request a refund for your returned item. We advise you to proceed that way as the items you want may sell out in the time it takes for us to receive your return. We are not able to hold items and cannot guarantee their availability before receiving your return.

Outlet Items

Items purchased under the OUTLET at The Baby Room are non returnable. 

UK ONLY: This does not affect your statutory rights - so you may still return promotional items for a refund under the Distance Selling Regulation, which requires that you provide us written notification of cancellation within 14 days of delivery.

Conditions For Return

Items must be in brand new condition and show no signs of wear and include all original packaging, as well as having all tags and labels still attached. 

Original shoe boxes and other packaging in which our products are sold in are considered part of the product and therefore must also be returned to us in an undamaged and unused condition. We will not accept Items returned without the branded packaging and labels/tags. 

We will not accept items that have been damaged by wear and tear, altered in any way or washed incorrectly (please check the care instructions on all garments before handling them). When trying items on, please ensure they do not come in contact with perfumes, sprays, creams or other chemicals. When trying on shoes, please ensure you are doing this on a soft, clean floor.

Return Exclusions

For purposes of hygiene we cannot accept returns of the following items:

Bottles and dummies, lotions and skin care products, washed/used bedding and clothing, mattresses, underwear, swimwear, earrings, headbands and hair clips.

Return costs and packaging are the responsibility of the customer. We recommend using the myhermes.co.uk collection service as they are cost effective. Please keep a proof posting until your item(s) have reached our warehouse. 

To return any items back to The Baby Room, you will simply need to download and fill in the below returns form and pack it with your items. Download Returns Form

Faulty Items 

We take very good care to quality-check all items thoroughly before they are sent to their destinations. However, please check your items carefully on delivery for any damage or faults and should there be any, please email us immediately at care@thebabyroom.co.uk 

In the instance that the packaging has been damaged during transit to you, we will not accept this as a faulty return if the goods are still in tact and in perfect condition. If the items are returned there will be a 25% re-stocking fee. 

All items returned as ‘faulty’ will be assessed thoroughly to confirm that the damage is due to a manufacturing fault and not wear and tear or intentional damage which cannot be covered by our returns policy. In some cases, the item may need to be sent to the manufacturer for them to investigate, which can take up to 20 days.

Faulty items returned after the regular returns period of 28 days can be professionally repaired and returned to you at no extra cost. If the item is unrepairable we will offer you a full refund or replacement (at our discretion) depending on the extent and nature of the damage.

International Returns                                                                                                                                                     

The returns form must be included in the package with your items. Once sealed, you can stick the address label on the outside of your package. You will be required to pay for your return postage, please ensure that you keep your proof of postage.

Please only use a tracked and signed for delivery service, as you are responsible for the safe and timely return of your returned items including postage costs, insurance against losses and customs & duty charges.  We cannot take responsibility for any additional charges, loss or delays in this process

To avoid incorrect Customs & Duty charges when your return arrives back to the UK, you will need to mark your parcel as “RETURNED UNWANTED GB MERCHANDISE".

Please make sure you track your return and confirm it has been delivered to us safely. Once received, your return will be processed and you will receive an email confirming the refund. 

We aim to process all returns within 2-5 working days of receipt, however during busy periods such as sales and holidays, this can take longer.