Delivery Information and Postage costs

How long will dispatch take?

We love to get your orders out to you as soon as we can and aim to dispatch everything within 24 hours where possible, Monday to Friday.

If there is likely to be a delay with your order, we will contact you to let you know as soon as possible.

 

Orders are normally dispatched the same or next working day. You will receive an automatic dispatch email when your order goes to our dispatch department. During our peak times, such as Black Friday or Real Nappy Week, we will have more orders than normal, but we will try our best to get them out to you as soon as possible.

 

How are my orders sent?

We use Royal Mail for most of our deliveries, and everything we send is with a tracked service for your peace of mind so that your order will arrive safely!

How much is postage?

Our orders are sent via Royal Mail Signed For 48 as standard. This is charged at a rate of £2.75 for orders under £60 and is FREE for orders over £60.

We also offer Royal Mail Signed For 24 as a delivery option on all orders, and this carries a charge of £3.25

 

 

Do you deliver internationally?

We are working on international shipping and have added a few EU regions so far, if you don't see your country, please send me and email so I can look at pricing for you. We will be adding more regions.

 

Preorders

Orders that contain a preordered item will be held until all items are in stock and available to be sent together, if this is not suitable for you, please contact us.

Preorders will have a non refundable deposit of £5, this is to cover payment fees and administration charges which are not refunded back to TBT by Paypal and some credit or debit card issuers from cancelled orders.

 

 

Do you offer Gift Wrapping?

This service is coming soon!

 

Do you have a 'winners certificate' to show my partners so they don't get annoyed at another nappy purchase?

Yes! This option is available at checkout, just enter yes and the name you want on the certificate, and any other information you think we will need.

 

 

Returns Policy

Cancelling an Order

You have the right to cancel your order for a full refund if the order has not been dispatched. You will need to contact me immediately if you change your mind about your order.

 

Dispatched orders cannot be refunded without the items being returned to us in a sellable condition. The items but be unused, unwashed and in the same condition they were when we sent them to you.

 

If you have purchased items before the birth of your baby, please contact us for returns information as soon as possible.

If your returned items are not suitable for a refund (used, prewashed, or damaged), you will be responsible for postage if you want it back within 14 days. Otherwise we will donate them to local services in need.

PayPal Orders

Please note that orders purchased through PayPal will incur a cancellation charge, PayPal no longer refund fees for cancelled/refunded orders, the PayPal fee will be deducted from your refund.​

30 Day Right to Reject

If you discover a fault with your product within 30 days of delivery, please contact us immediately. We will need you to send us the product back. Your postage will be refunded upon receipt of the product. You are entitled to a full refund if you do not want a replacement product within 30 days. For products returned after 30 days, a refund it not legally required. Please contact us as soon as you find a fault for us to sort it out.

 

The following (and not limited to) are not classed as manufacturing faults and therefore you are not entitled to a refund for:

  • Wear and tear

  • Incorrect care- including washing, drying and storing

 

From 30 days to 6 months after delivery

If you discover a manufacturing fault within 6 months, it is up to you to prove the fault was not present at time of delivery.

Items will need to be returned to the manufacturer to be examined to check for manufacturing faults. They will then inform us if the issue is down to a fault or caused through wear & tear or incorrect use.

You will need to provide details on how you have used and cared for the product.

If a manufacturing fault is found, we will arrange for a repair or a replacement with the manufacturer for you.

If a repair or replacement is not possible or the attempt at repair fails or the first replacement also turns out to be defective, you also have a further right to reject the goods for a full or partial refund. No deductions can be made from a refund in the first 6 months following an unsuccessful attempt at repair or replacement.

If the repair is unsuccessful, not possible or cannot be replaced, you have the right to reject the item for a refund. If the repair fails after 6 months, refunds will be processed on a pro rata basis based on the time of use. This is calculated based on the length of time a product is expected to last for example: a birth to potty nappy is 24 months, a size 1 nappy is 9 months, a size 2 nappy 15 months.

After 6 months from delivery

It is up to you to prove the fault was not present at time of delivery. This may require an expert opinion. After 6 months then a pro rata deduction will be made to account for proportional use of the item.

The customer has to prove the item was faulty at point of delivery, this may require an expert opinion. After 6 months refunds will be processed on a pro rata basis based on the time of use. This is calculated based on the length of time a product is expected to last for example: a birth to potty nappy is 24 months, a size 1 nappy is 9 months, a size 2 nappy 15 months. If a size 2 nappy develops a fault at 9 months, the pro rata refund would be calculated by: purchase price divided by 15 months, times 6 months of lost use. Items being partially refunded will still need to be returned- (£12.99/15) x6= £5.19.

 

 

 

I have changed my mind. What do I do?

Products can be returned, if unused, unwashed and in fully re-saleable condition, within 14 days of delivery. If you wish to return something beyond this time, please contact us.

If you have washed your item but have changed your mind, you can try using our community Facebook sales page.

We will refund you the cost of the product, but you must pay for the cost of returning the goods to us and postage and packing charges if applicable. We strongly suggest that you get a ‘certificate of posting’ from your post office (free of charge) so that you can claim compensation from Royal Mail should the parcel not reach us.

If the goods have a retail value of more than £20.00 you will need to use a Royal Mail service that includes additional insurance to cover your goods should they go missing on route to us. We will not cover any losses to due post.

Please send all returns (including a note of your name, address and order number) to:

The Baby Tribe

75 Sycamore Drive

East Grinstead

West Sussex

RH19 3UL

If you have any questions about returning goods, please email louren@thebabytribe.co.uk 

 

 

Replacing a Faulty Item:

If you experience a fault with your item. Please contact us with a description of the fault and a photograph (if applicable)

 

How do I return an item?

You are responsible for the return postage and package costs unless an item is faulty or was received in error, and it is always strongly recommended that you get a certificate of posting (these are free of charge) from the Post Office, as should the items not reach us you will be able to claim compensation from Royal Mail.

We will not be able to refund/replace items should they fail to reach us.

For faulty items, please complete the form above and we will send you a link for a Free Returns service.

 

Please send all goods for exchange or refund to:

 

The Baby Tribe

75 Sycamore Drive

East Grinstead

West Sussex

RH19 3UL

*Please be sure to include a note of your name, address and original order number and details of the item/s you want to exchange it for.

 

Postage Charges & Refunds

 

If you decide to part return an order that has qualified for free shipping and it falls below the free shipping threshold, we will deduct the postage costs from your refund.

Full order postage costs will not be refunded if you change your mind, unless the items are faulty.

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