Deliveries, Returns and Postage

COVID-19 DELAYS:

We try our best to get orders out everyday by 3pm. To ensure same day dispatch, please place orders before 1pm.

* Please note: Sometimes that is not possible due to restrictions in place due to Social Distancing.

The Post Office is closed over the weekend at the moment so any orders placed after 1pm on Friday and over the weekend will be posted on the following Monday.

We are working as hard as we can to ensure we get your orders to you as quickly and safely as possible

If you have any concerns or questions, please get in contact! We really appreciate your patience!

Eco packaging: As an eco-friendly business, we do our best to reduce our use of single-use plastics. We therefore send our orders out in paper mailing bags or boxes where possible. We have found sound recyclable and biodegradable plastic shipping bags that we will be trialling.

We do also occasionally re-use packaging that we have received - this includes pre-used plastic mailing bags, bubble wrap and cardboard boxes.

We would rather keep this plastic packaging in use for as long as possible than just sending it straight to landfill.

 

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, due to the sheer volume of orders your order may leave us a day later than normal, but we try our hardest to avoid this. 

 

 

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 as sent via Royal Mail Tracked 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 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 look at pricing for you. We will be adding more regions.

 

Preorders

If your order contains an item that is a preorder item, your order will be held and sent when all items are in stock.  If you need the other items quicker then please order in two separate 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!

 

 

 Returns Policy

Cancelling an Order

If your order has not been dispatched, we will be able to cancel and refund immediately. Please contact us as soon as possible if you need an order stopped. 

 

 

For dispatched orders, we will only accept returns of unused, unwashed goods in a resaleable condition within 30 days from the day you receive physical possession of your complete order. Bespoke items are excluded from this policy and will not be refunded or exchanged. 

If your order completed before your baby was born, you have an extended return period of up to 30 days AFTER the birth of your baby. If claiming a refund based on 30 days from the birth of your baby, please enclose a copy of the baby's birth certificate for verification. You will need to write to us with notice of your cancellation.

 

If you return items that we reject for refund or exchange due to being used or washed, you will need to pay the cost of postage for returning the item to you if you would like it back. Otherwise we will donate them to local services in need.

 

Returns

If you’re a customer in the EEA, you get 14 days to cancel your order with us for a full refund (inclusive of any postage paid at time of order). This two-week period starts from the day after you receive your order (or from the day after you receive the last item of your order). 

You will need to write to us with notice of your cancellation.

 

 

30 Day Right to Reject

If the item develops a fault within 30 days of delivery, please contact us immediately at The Baby Tribe and we will either send you a paid return label or a replacement along with a paid return label. For any faults developing within 30days of delivery, you are entitled to a full refund. After 30 days you will not be legally entitled to a refund if your item develops a fault. 

 

Manufacturing faults DO NOT include wear and tear or excessive wear or tear of fabrics, fastenings or elastics, not fitting, being outgrown, absorbency issues/leaks, stains, smells, damage due to incorrect washing, damage from washing machines, drying, storage or care of an item.

 

 

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. Our manufacturers will require the item to be returned and inspected by them to ensure it's a genuine manufacturing fault and not through wear and tear or misuse. 

We will need to ask you for in-depth details on how you have used and cared for the product so this can be passed onto the manufacturer. If the item is deemed to have a manufacturing fault, we will arrange with the manufacturer to repair or replace your item. 

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 deduction can be made from a refund in the first 6 months following an unsuccessful attempt at repair or replacement.

After 6months then a proportional part of the cost of the item will be deducted to cover use of the product. The proportional part 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 9months, a size 2 nappy 15months.

After 6 months: the burden is on the consumer to prove the product was faulty at the time of delivery. In practice, this may require some form of expert report or opinion. After 6 months then a proportional part of the cost of the item will be deducted to cover use of the product.

The proportional part is calculated based on the length of time a product is expected to last for example a birth to potty nappy is 24months, a size 1 nappy 9months, a size 2 nappy 15 months. For example, a birth to potty item has a problem after 10 months a refund would be price of item / 24months x 14 months of lost use.  Items being partially refunded will still need to be returned.

 

 

 

I HAVE CHANGED MY MIND. WHAT DO I DO?

Goods can be returned, if unused, unwashed and in fully re-saleable condition, within 30 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.

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 are returning an item that was part of a larger order, we'll refund the item minus any postage costs that would have incurred had you not ordered the returned item in the first place. 

For example, if you qualified for cheaper or free postage by ordering this item but you return it and it takes you below the cheaper or free postage rate, postage would be taken off your refund.

Where you are returning an entire order, we'll refund for the items but no delivery postage you paid unless you are returning the items within 14 days of completion of your order.  

If you pay for any upgrades on postage over our free postage levels these additional postage upgrades will not be refunded. 

For example, your order qualifies for free delivery, but you choose to pay for the upgrade to first class or courier service, this upgrade will not be refunded.

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