Frequently Asked Questions

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Frequently Asked Questions

About Hello Baby

Who are you?
Where are you based?
How can I contact Hello Baby?

Purchasing a product

Do you have a shop that I can visit?
Can I collect a purchase from your warehouse?

Delivery

Which countries do you deliver to?
Can I pay for faster delivery?
Do you deliver at the weekend?
Can I organize delivery on a specific day?
Do you deliver to address different from the billing address?
What if I am not in when an item arrives?
How long before I get my items?
How are items packed?
What are your shipping charges?
My item has not arrived, what should I do?
How do I send to a BFPO address?

How can I pay? / Online security / Privacy

Is your website safe?
What customer information do you store?
What payment methods do you accept?
Can I pay via cash or cheque?
I have received an email cancelling my order for fraud reasons. Why?
Will Hello Baby keep my data secure?

Returns and Cancellation

How do I return a product?
What is your statutory right to cancel?

About Hello Baby

Hello Baby is an online baby and nursery shop based in Bethnal Green, East London. The company was founded in 2007 by Trevor Ginn. The company is VAT registered (registration no. 970 915792)

Our full contact details can be found on the contact us page.

Our preferred method of communication is email. Please address all queries to customerservice@hellobabydirect.co.uk. Alternatively you may contact us on 020 8133977. We aim to reply to all queries with 24 hours. Please bear in mind that we do not process queries in the evenings, at weekends or on bank holidays.

Purchasing a product

No. As an online only retailer we do not have a retail premises which can be visited.

Unfortunately we do not allow items to be picked up directly from our premises.

Delivery

We deliver products under 2kg worldwide. Heavier items such as prams and nursery furniture can only be delivered to the mainland EU (this excludes Malta and Cyprus). Some larger items such as room sets can only be delivered to the mainland UK

Unfortunately we only offer a standard shipping service.

Items sent via Royal Mail will be delivered via the normal Royal Mail delivery timetable. Our courier does not deliver at weekends.

We do not offer a timed delivery service.

We are normally happy to deliver to a different delivery address. For certain orders we may insist that the order is delivered to registered address so that we are covered by our payment provider against fraud.

If you are not in when the item arrives the shipping agent should leave a note with the details for you to rearrange delivery or collect the item.

Standard delivery times for UK deliveries is 2-5 working days. For international deliveries the standard delivery time is 10 working days. Deliveries may take longer for some more remote locations.

Please note that Tutti Bambini rooms sets take 6-8 weeks, Izziwotnot furniture takes 4-6 weeks and Little Tikes products 2-3 weeks to deliver

Smaller boxed items are normally packed in secure mailing sacks. Small fragile items will be boxed. Larger items such as prams will be dispatched in their standard boxes.

Please see our Payment and delivery page for our shipping charges

If your item has not arrived within the timescale mentioned above please contact us and we will investigate the items whereabouts. Please bear in mind that items sent via the Royal Mail do frequently get delayed in the post and are not considered lost before 15 working days for UK deliveries and 25 working days for international deliveries.

BFPO addresses must be entered into the fields in our online order form in a specific format, as shown below, ensuring that the BFPO number is entered into the postcode field:

Full name: Service Number, Rank, Name
Address line 1: Company
Address line 2: leave field blank
Town/City: Regiment
County: leave field blank
Postcode: BFPO ### (eg: BFPO 123)
Country: United Kingdom

Phone number: enter a contact number, either your own or the recipient's

Note that items over 2kg cannot be sent to BFPO addresses.

How can I pay? / Online security / Privacy

The Hello Baby website complies with the highest security standards and you can shop with complete confidence. Our checkout is encrypted and is fully PCI DSS compliant.

We only store information relevant to fulfilling your order i.e. name, delivery address, billing address and email. Our credit card processing is managed by an external payment provider and we have no access to our customer?s card details at any time.

Credit and debit cards (including Amex, Visa, Mastercard, Maestro, Electron, JCB and solo) and PayPal

As an internet based business we do not accept these forms of payment

From time to time we cancel orders as they have a high perceived fraud risk or simply as we do not have enough information about the payee to assess the fraud risk. We will normally try and contact the customer before cancelling an order in order to obtain additional information. Cancelling your order will have no implications on your credit rating.

If you feel that your order has been cancelled in error, or require more information, please contact us.

Hello Baby does not share data with third parties unless they are involved in the fulfillment of your order (e.g. payment service providers or courier companies). These companies will never use your details for marketing purposes.

Returns and order cancellation

Customer may return a product within 7 days of delivery as long as it is unused, in the original packaging and in a salable condition. Customers are responsible for arranging the return of an item and for the payment of shipping costs. We are sorry but we cannot accept returns of sealed items which have been opened and flat packed furniture which has been opened or assembled.

We cannot accept returns where the original packaging has been taped up with brown packing tape or the return address has been written with pen or felt-tip onto the packaging.

If you wish to return an item, please contact us.

Under the distance selling regulations customers have the right to return items within 7 working days of delivery. For more information on your consumer rights, please visit the website of the Office of Fair Trading.