Delivery & Returns
XMAS/COVID-19 UPDATED DELIVERY INFO - JANUARY 2022
The ongoing COVID-19 pandemic continues to put increased pressure on both the UK’s courier network and our warehouse fulfilment provider. The safety of our customers and supply chain partners is always a priority, therefore we would ask for your kind understanding if you do experience a delay in receiving your order.
We are anticipating some delays with Royal Mail, especially over the festive period. Due to resourcing issues and adverse weather conditions, they are experiencing limited deliveries and delays in some areas. We of course will do all we can to get your orders delivered to you as swiftly as possible.
All orders are shipped using a Royal Mail end-to-end tracked delivery service. You can track delivery of your order via the link in your dispatch email.
Our fulfilment centre warehouse staff are aiming to ship orders out on time, whilst following strict measures put in place to adhere with government safety guidelines. Please allow 1-2 days for your order to be processed for shipping.
*There is a 14 working day cooling off period from date of postage before we are able to take action (replacement or refund) on lost or missing parcels. Royal Mail will not look into missing parcels before this timeframe.
Our cardboard boxes are made from forestry commission cardboard and fully recyclable, complete with paper tape. Our robust, water resistant paper mailing bags are an environmentally friendly alternative to polythene bags and are 100% recyclable.
CAN I MAKE ANY CHANGES TO MY ORDER ONCE IT HAS BEEN PLACED?
We start processing your order quickly which means we can’t make any changes once it’s confirmed. This includes changing the delivery address or delivery method.
However it may be possible to cancel the order, if you contact us via email within 30 minutes of making the purchase (Mon-Fri 9-4pm). If it is too late to cancel your order as processing has begun, you can return your items/order for a full refund with our returns service.
Please ensure that you supply your full name and correct delivery address, including postal code AND correct email address. Unfortunately, we are not liable for orders that do not arrive at their destination due to incorrect delivery information being provided at checkout, or missing order/shipping confirmation due to an incorrect email address provided.
WHAT ABOUT SHIPPING & DELIVERY?
We currently only ship to Great Britain (excluding Northern Ireland, Jersey, or Guernsey), using Royal Mail, with tracking from dispatch through to final destination for peace of mind. You can track your order via the link in your order confirmation email.
Our standard delivery time for GB orders is between 3-4 working days. We also offer express next working day delivery. Working days are Monday-Friday (excluding Bank Holidays).
Estimated delivery time
Standard Tracked (orders over £50)
3 to 4 working days
Standard Tracked (orders under £50)
3 to 4 working days
1-2 working days (order by 12pm)
Express, next working day delivery is available for GB orders that are placed before 12pm for £5.95.** This is a next working day service if placed before 12pm Monday - Friday. If your order is placed after 12pm on a Friday, your order will not be processed until the next working day (i.e Monday) and therefore will be delivered on Tuesday the following week.
We are not responsible for shipping carrier delays, but are always on hand to help! Do not hesitate to contact us at email@example.com or via our online chat if you have a query.
Although we hope you will love your order, we understand sometimes you may change your mind.
Please note some products are not able to be returned for hygiene reasons. These include HEVEA, FRIGG, BIBS and Natursutten dummies and teething products. See below for special conditions for returns.
We are unable to process exchanges, however, you can return your order to us within 14 days for a full refund. If you’re returning only part of an order, we will not be able to refund the original delivery charge.
For all returns please include the packing slip in the parcel, and pack the products safely and securely.
All returned items must be returned unused, in their original condition, and original packaging including cards and tags. Returned items must not have been used, washed or altered in any way.
This method will cost you £3.99 and will be deducted from your refund.
A pre-paid Collect+ returns label will be generated via our Returns Portal. We will have full visibility of this return from request to delivery.
You will receive the return instructions and returns label/barcode in an email once you have entered your order number, email address and reason for return. The label can either be printed at home, or the barcode shown in store for the store to print if available.
Please follow the instructions carefully and remember to retain your proof of posting certificate until your refund has been processed.
Generate a Collect+ returns label here.
Nature's Little Ones UJN 2127
Please note return postage is your responsibility until your order is delivered to our warehouse.
All returns are inspected upon receipt at warehouse. In the unlikely event that an item is returned to us in an unsuitable condition, we will be unable to process your refund and may have to send it back to you.
Questions about your return? You can get in touch with us at firstname.lastname@example.org. We aim to get back to you within 2 working days.
SPECIAL CONDITIONS FOR RETURNS
Our customers’ safety is super important, so certain items cannot be returned for refunds for hygiene reasons.
- Dummies: cannot be returned
- Teething products: cannot be returned
- Finger toothbrushes: cannot be returned
- Dummy clips: cannot be returned once opened
- Baby bottle teats: cannot be returned once opened
- Baby bottles: cannot be returned once opened
- Cutlery: cannot be returned once opened
All items are inspected upon return, and returns will only be accepted for the above mentioned items if faulty.
AFTER YOU'VE RETURNED YOUR ITEMS
It can take up to 7 working days (excluding weekends and bank holidays) from the date of your return for your parcel to be delivered back to our warehouse and processed.
Your refund will be processed within 3 working days of acceptance at the warehouse.
We’ll send you an email as soon as we’ve completed your return, letting you know whether a refund has been processed.
Any refund will automatically be issued to the payment method you used to place your original order. This typically takes up to 10 working days, depending on your payment method issuer.
You have a legal right to return faulty or misdescribed products and receive a full refund for these items. You also have a legal right to return your whole order to us and receive a full refund for the products if you send the whole order back to us within the period of 14 working days (cooling-off period) beginning the day after you received your order.