**UK Islands and Northern Ireland Delivery Service Not Available at this time**
Mainland UK delivery available
- Items in stock Over £50 Free Standard 2-3 Delivery when ordered before 13:00hrs
- Items in Stock Over £50 can upgrade to Next Day delivery for a fee of £7.95, when ordered before 13:00hrs
- Items in Stock Under £50, £9.95 Next Day delivery when ordered before 13:00hrs
- Items in Stock Under £50, £4.95 Standard deliver 2-3 days (Hermes or Parcel Monkey)
Deliveries direct from supplier – This will be fulfilled by the supplier directly from their warehouse. Each supplier has a different delivery service. Please contact sales team on email@example.com for delivery dates information.
Postage & Packing – Prams Lullaby wants to do its bit for the environment (we’re sure you do too) that’s why we frequently recycle packaging. So don’t panic if you receive your items in a box marked as a different product or Brand, open the box before calling us and check the contents.
Items marked as pre-order: This means that we cant dispatch your order straight away and our suppliers are awaiting stock to arrive in their warehouse. Your order will be placed the day you order from us and as soon as the item arrives it will be dispatched to you.
All Deliveries are made Monday to Friday between 9am and 6pm, please supply a mobile number on your order and our carrier will send a notification text the day of delivery with your tracking number and a time slot (please note that some deliveries of more than one parcel may be split if so you will receive a text message for each delivery)
Returns, refunds & exchanges policy
Can I return it if there’s nothing wrong with it and I've changed my mind?
In Short Yes!
It is our responsibility to supply you with goods that meet your consumer rights. Everything we sell online is covered via Distance Selling Regulations by a 14-day cooling off period. If you have any concerns, recieve a damaged, incorrect or faulty product, please do not hesitate to contact us as soon as possible, on firstname.lastname@example.org or call us on 01423 369773, Monday - Friday 10am to 4:30pm.
Just notify us that you wish to return the item(s) within 14 days from the date of receipt. The items must be returned in an unused condition, along with the receipt or order number which can be found on your order acknowledgement or delivery note(s) and we'll give you a refund or exchange, the choice is yours.
If the product is found to be used, it may be returned back to you, and charges will apply.
If the item or the packaging has been handled excessively to assess the goods (ie. more than you would if you were buying it in a shop) we reserve the right to refuse or reduce the amount of refund to you. It is important that you only send back Items that are in a re-saleable condition, including any freebies.
Freebies that you received with your order. You’ll need to send back any freebies, special offer/ discounted products you got in conjunction with the original item. Otherwise, we’ll have to take it off the refund amount, sorry… For example, if you bought 2 items costing £5 each on a buy 2 for £8 offer and return only one, we’ll charge you £5 for the one you kept and refund you £3.
During the returns process, we might ask for the product serial number or similar information, to check the item was actually supplied by us. Remember that none one of this affects your consumer rights.
We are unable to offer refunds or exchanges for
- Ex display or demo items (This will be clear in the items description)
- Once the product has been washed or used.
- If a returned parcel is incomplete (missing, adapters or freebies for example). This does not affect your statutory rights. Ex display and demonstration items are clearly shown on the product pages prior to purchase.
- Made to order items and personalised items can only be returned if found to be faulty.
- Prams and furniture that have been removed from a box and/or assembled, we are unable to offer refunds or exchanges, unless of course they’re faulty.
If you wish to return an item please email email@example.com quoting your order number or call Customer Services on 01423 369773, Monday - Friday 10am to 4:30pm.
You can choose to either organise your own return, at your own cost and risk, or request a collection by calling the above phone line, Collection charges will apply. You will be advised of the cost at the time of arranging a collection.
Our collection service charges will be applied if delivery is refused and you have failed to notify us of your wish to cancel or return your order unless the product (not the packaging) is faulty/damaged (following verification upon receipt at our warehouse).
Please note: Customers must make all cancellations of an order in writing via email to firstname.lastname@example.org. In some circumstances and due to time constraints, we will be unable to stop the delivery of canceled goods, this will become chargable to you as return costs, the same will apply if the goods have left our/supplier warehouse.
The cancellation request must be acknowledged in writing by our team, in order to be taken as confirmation of a canceled order: this can take up to 48 working hours by email. E.g. If a cancellation request is made on a Sunday, this may not be acknowledged until Monday or even Tuesday, by then the goods may have left our warehouse or supplier. It would be best to phone our customer services team on 01423 369773, as early in the morning as possible to alert us of the urgency and we will do what we can to stop the delievery. All requests must be followed up in writing to enable us to process any refunds due to you.
Do I need to return any special offer or Freebies?
You’ll need to send back any freebies, special offer/ discounted products you got in conjunction with the purchase. Otherwise, we’ll have to take it off the refund amount, sorry… For example, if you bought 2 items costing £5 each on a buy 2 for £8 offer and return only one, we’ll charge you £5 for the one you kept and refund you £3.
Shipping costs on return orders are non refundable. E.g If an order is placed and you paid for delivery a shipping cost will have been applied. This delivery element is a non refundable amount.
If we have arranged the collection on your behalf, we will issue a refund less the applicable collection charges back to you.
Any payments made by PayPal will be refunded via PayPal.
Any payments made via Credit Card will refunded directly back to the same card
Any refunds due to the customer will be processed within 30 days and in line with legal requirements.
To discuss the return of any item, please send an email to email@example.com quoting your transaction or order number. Alternatively, you can contact our Customer Services Team on 01423 369773, Monday - Friday 10am to 4:30pm.
What happens if we send the wrong items?
Be assured its not intentional, we never want to send you the wrong item. Sometimes mistakes do happen, we are human after all ðŸ˜Š
In the event of this happening we will: Depending on the size of the item, arrange for the incorrect item to be collected and the correct item sent to you via courier or If your item is lightweight you may be asked to return the incorrect item by post. If this is the case, we will send you a pre-paid label.
If my item is broken or faulty, will you help me?
First, we recommend you contact us to see if we can solve your issue and save you the trouble of returning your item. Drop us an email to Info@PramsLullaby.co.uk or telephone us on 01423 369773, Monday - Friday 10am to 4:30pm.
How will we deal with the reported fault or problem?
We understand that a fault with your product is inconvenient and you might feel that a refund is the only way forward. We will always respectfully request that the customer gives us, reasonable opportunity to resolve the problem via the following routes.
When things go wrong, we will aim to resolve this for you as quickly as possible. This will start with identifying the fault and diagnosing how it has happened.
Sometimes we may need to return your item directly to the manufacturer for further inspection, in order to identify and diagnose the fault. There are typicaly 2 outcomes to this, Manufacturing fault or Wear & Tear.
If the result comes back as wear & tear then unfortunately return & repair charges will be applicable to you. We will ask you before going ahead with a repair on your behalf.
If it is identified as a manufacturing defect, this will be at no cost to the customer
We will offer spare parts, repair or replace. If we are unable to rectify the fault via repair or replace route, then a refund will become applicable –
If a refund is to be issued, Prams Lullaby will refund less any amount which is seen as reasonable for the diminished value of any items which were accepted but then returned. This is determined by usage, the proposed lifespan of the Product vs the length of time from the point when it was purchased.
Manufacturing Faults less than 28 days
If you wish to return your faulty item within 28 days from the date of receipt, we'll give you a replacement or a refund, following receipt and inspection at our warehouse.
If your item is lightweight you may be asked to return the item by post. If this is the case, we will send you a pre-paid label.
This does not affect your statutory rights.
Manufacturing Faults between 28 day – 6 months
We'll repair the product or, if that's not possible, give you a replacement or, if that's not possible, a refund, minus deductions determined by usage.
If a refund is to be issued, Prams Lullaby will refund you, less any amount which is seen as reasonable for the diminished value of any items which were accepted but then returned.
We may ask you to return the item via post or courier. If this is the case, we will send you box (if applicable) and/or pre-paid label.
This does not affect your statutory rights.
Manufacturing Faults between 6 months -12 Months
If you've had the product for more than 6 months following the date of receipt, we can obtain a quote from the manufacturer for repair, in order for us to access the viability of repair, exchange or refund.
If the manufacturers warranty applicable to your product is more than 6 months term, then as a stockist of the product we will offer assistance and the “28 days-6 months” policy will apply
This does not affect your statutory rights.
How long is a manufacturers warranty?
Most products will be covered under a 6 months warranty, however this will be dependant on which products you have purchased. Some products may have a 12 months manufacturer’s warranty, or longer, for example on some Stokke products you are covered for as long as 7 years. It is important to note - you may be required to register your purchase with the manufacturer in order to validate their warranty, so please make this the first job you do on receipt of your products, otherwise they will refuse to activate the cover.
For aftersales and warranty claims assistance - please email firstname.lastname@example.org with with your transaction/receipt number, House name or number and Postcode (Its handy should we need to arrange a collection), details of the fault and an image of the area in question. This will enable us to assist you a quickly as possible.