Customer Services

Delivery & Returns

Our deliveries are made by Royal Mail Monday - Friday 9.00am to 6.00pm.

Our express service is sent 1^st class. Your order will be shipped to you as soon as possible, subject to payment card authorisation and stock availability.

If the automated shipping confirmation email is sent to you before 4.00pm Monday to Friday your order will be collected by Royal Mail that day. Orders with shipping confirmation emails sent after these times will be collected by Royal Mail the following day.

If your entire order is sent to you in two separate parcels you will only be charged one delivery charge.

We cannot guarantee delivery within our usual timescales to a small number of areas. Please allow up to seven working days for deliveries to the Scottish Highlands and Islands, Northern Ireland, Isle of Man and Isles of Scilly.

All deliveries will be made according to the carrier's standard procedures, therefore we cannot guarantee a particular delivery date or time. Our express delivery is recorded and as such requires a signature upon receipt of the goods. Packages that will not fit through the letter box may be taken back to the postal depot for collection.

If no one is available to receive the item, Royal Mail will issue a P739 ('While you were out' card) and return the item to the delivery office. You can then arrange for redelivery, or collect the package in person.

Returns, Refunds and Exchanges

If you are not 100% satisfied with the item(s) you have ordered then it must be sent back within 14 days of receipt in a re-sellable condition, ie. in the original packaging, unworn, unwashed and complete with their original labels.

We reserve the right to refuse a refund for items returned that are not in a re-sellable condition.  Please inform us before you send us a return by emailing customer service.

If an incorrect item has been sent to you, or it is faulty, damaged or of unsatisfactory quality, we will refund the delivery charges that you have paid to receive that item - unless it was sent to you with other items that you are not returning for any of the reasons above.

We will only refund the price of the item to the purchaser once it is received by us. Following receipt by Babyroo, it may take up to seven working days to credit the purchaser's account.

Refunds Policy

• Refunds will only be processed on items returned within 14 days.
• All refunds will be made back to the payment card which was used to pay for the original order.
• We will let you know by email when your refund has been processed.
• We are unable to offer credit notes.

Return Details

Please email us at: customerservice@baby-roo.co.uk

Please make sure that you include the following information:

• Order number
• Your name and address, including postcode
• Contact telephone number
• Email address
• Reason for return:
• Too small
• Too big
• Wrong colour
• Damaged on receipt
• Wrong item received
• Not suitable
• Faulty
• Other (specify)

Can I Return an Unwanted Gift?

All orders can be returned by following the standard returns policy and the returns instructions on the despatch paperwork. However, please note that our returns process is automated and the original purchaser will receive all of the standard notification emails for any return or refund requested.

If you request a refund, it will be made to the original payment card. We are unable to offer credit notes.

Unwanted gifts may be returned to a standalone store with the Despatch/Returns Note for an exchange only.