FAQ's - Frequently Asked Questions
-
DPD Delivery
- Do I qualify for Free Delivery?
Different terms and prices apply for delivery. Click HereOnline4baby.com offers a Free Delivery Service to most of the UK mainland on all orders over £49.99* (£6.95 for deliveries on all orders under £49.99*).
Area's which do not incur a surcharge
England
Wales
Scotland (Excluding postcodes below in the Highlands and Islands)
Isle of Wight*Chargeable Area's
Scottish Highlands and Islands -
AB36-38, AB55-56, FK17-99. G83, HS1-9, IV1-56, IV63, KA27-28, KW1 -17, PA20-49, PA60-78, PH18-26, PH30-44, PH49-50, ZE1-3
Isle of Man (IM1-99)
Scilly Isles (TR21-25)
We do not currently ship to :Guernsey (GY1-99)
Jersey (JE1-99)
Northern Ireland (BT1-99)
Republic of Ireland
Out of Area Surcharges
These are in addition to the standard £6.95 delivery charge for orders under £49.99.
Item description Delivery Charge All Items per box (excluding the below) £10 Wood items which include 2 boxes (e.g. Cot & Mattress) £20 2 or 3 Piece Nursery Room Set (4 or 6 boxes) £40 to 60 Still Unsure?
Postcode Checker for Free DeliveryEnter your postcode below
- When will I receive my order?
Different terms and prices apply for delivery. Click HereOnline4baby.com offers a Free Express Next Working Day Delivery Service to most of the UK mainland on all orders over £49.99* (£6.95 for deliveries on all orders under £49.99*).We give the buyer the assurances they need in order for them to receive their delivery in a clear timeframe once cleared funds have been received.Checking your delivery day is simple:-
Depending if you qualify for next day or a 2 day delivery service, just find the day and time you made your order and the expected delivery day will be displayed next to it.
1 Day Service - Next Working Day
All postcodes in England,Wales and most of Scotland (Excluding Highlands & Islands).
Expected delivery days from time of order Payment Made Items Received Monday Before 4pm
After 4pmTuesday
WednesdayTuesday Before 4pm
After 4pmWednesday
ThursdayWednesday Before 4pm
After 4pmThursday
FridayThursday Before 4pm
After 4pmFriday
MondayFriday Before 4pm
After 4pmMonday
TuesdaySaturday Before 4pm
After 4pmTuesday Sunday Before 4pm
After 4pmTuesday This excludes bank holidays – There are no collections or deliveries on bank holidays. Please allow 1 extra day for your delivery. 2 Day Service – 2 Working Days
Scottish Highlands and Islands -
AB31-38, AB44-56, FK17-99. G83, HS1-9, IV1-56, IV63, KA27-28, KW1 -17, PA20-49, PA60-78, PH18-26, PH30-44, PH49-50, ZE1-3Northern Ireland (BT1-99)
Isle of Man (IM1-99)
Scilly Isles (TR21-25)
Republic of Ireland
Guernsey (GY1-99)
Jersey (JE1-99)
Isle of Wight(PO30-42)
Expected delivery days from time of order Payment Made Items Received Monday Before 4pm
After 4pmWednesday
ThursdayTuesday Before 4pm
After 4pmThursday
FridayWednesday Before 4pm
After 4pmFriday
MondayThursday Before 4pm
After 4pmMonday
TuesdayFriday Before 4pm
After 4pmTuesday
WednesdaySaturday Before 4pm
After 4pmWednesday
WednesdaySunday Before 4pm
After 4pmWednesday
WednesdayThis excludes bank holidays – There are no collections or deliveries on bank holidays. Please allow 1 extra day for your delivery. Still Unsure?
- How can I track my order?
Different terms and prices apply for delivery. Click HereIn order for you to track your order, please use our online tracking system. To access our online tracking system, please click here.
- Can I ship to a different delivery address?
Different terms and prices apply for delivery. Click HereYou will be able specify what address you wish your items to be sent to at the checkout stage. At the point where you are asked if the delivery address is different from the billing address, there will be an option to change where the item(s) will be posted to.
**Important** Orders placed and paid for over the phone must be delivered to the cardholders address.
- Do you deliver on a Saturday?
Different terms and prices apply for delivery. Click HereYes, Saturday delivery is available to most of the UK mainland which are standard NEXT DAY DELIVERY postcodes. The Saturday delivery service is an extra charge of £12.50 and is a 'Delivery Option' when processing your order through the checkout process. Delivery will take place before 6PM.
Note-Please see delivery tables for area's which are not included*
- Can I specify a delivery date?
Different terms and prices apply for delivery. Click HereOn the delivery page of the checkout process, there is an option titled ‘Change Date Of Delivery’. This allows you to specify the date you would like your item(s) to be delivered.
- Will I receive a text message when my item has been dispatched?
Different terms and prices apply for delivery. Click HereYes, all our customers receive a text message/email notification direct from DPD Couriers on the morning of the delivery. This service is not available on deliveries that contain Nursery furniture.
The specific 1 hour delivery window provided from DPD (our courier) is the latest innovation which ensures the best possible success rate for our valued customers. The revolutionary 1 hour delivery time slot means that you no longer have to wait in all day for your parcel to arrive. Updates sent to your email address and mobile phone keep you up-to-date with when you should expect your delivery, making your online4baby shopping experience even better than ever!
To take advantage of this service all you have to do is enter a current mobile phone number during the order checkout process, you will automatically be sent a text message from DPD on the morning of the delivery day to inform you of the 'PRECISE' 1hour delivery window that day. ** Note this service is only available for standard UK mainland deliveries **
Collect from Shop
Please note that once you have requested via email or text response to collect from your chosen shop, you cannot redirect the delivery to occur via any other method. (I.e. Delivery to your original address or collect from depot etc). The parcel will stay at your chosen shop for a maximum of 3 days from the date you arrange to collect. If the parcel is not collected then this may be returned and standard return charges will apply.
Unfortunately on the rare occurrence that your parcel cannot be collected due to a dpd error, we still cannot redirect this parcel. It can only be collected from your chosen shop.
No Mobile Telephone
If you cannot provide us with a mobile number, as an alternative Online4baby and DPD will send you your dispatch and tracking information via the email address you have provided us with when registered.
- Can I collect from a local store?
Yes, DPD now offer a collect from shop option. You simply select this option from your text message or email you willreceive on the evening before delivery and you can choose from a list of local stores.
**Important note** You must take along with you x2 forms of Identification. One must be Photo ID and one must be a Utility Bill. Collection will be refused if these are not presented at the time of pick up.
Collect from Shop
Please note that once you have requested via email or text response to collect from your chosen shop, you cannot redirect the delivery to occur via any other method. (I.e. Delivery to your original address or collect from depot etc). The parcel will stay at your chosen shop for a maximum of 3 days from the date you arrange to collect. If the parcel is not collected then this may be returned and standard return charges will apply.
Unfortunately on the rare occurrence that your parcel cannot be collected due to a dpd error, we still cannot redirect this parcel. It can only be collected from your chosen shop.
- Can I request a specific delivery time?
Different terms and prices apply for delivery. Click HereOnline4baby understands that customer lead very busy lives and therefore our courier, DPD offers a service called "Predict". Providing you supply us with a current mobile number and/or email address gives a unique 1 hour delivery window notification via SMS and/or Email on the morning of your delivery. Even better still this can be rescheduled by you to a more convenient delivery date.
This allows our customers to maximise the benfits of a hassle free shopping experience with Online4baby.
However, if you wish to upgrade your delivery service, please see below:
On the delivery options page of the checkout process, there is a section titled ‘Upgrade your Delivery Service’. and displays the following available options:
Delivery Service Additional Cost Pre 12 Noon £7.50 Pre 10:30am £15 Saturday £12.50 NOTE: The contracted delivery hours in which the courier can make their delivery are between 8:00am – 6:00pm.
- What happens if I am not in to accept my delivery?
Different terms and prices apply for delivery. Click HereIf there is nobody in at the delivery address to sign for the parcel(s), the driver will post a card through your door to let you know that a delivery attempt was made and take the parcel back to the local depot for a re-attempt at delivery the next working day. You can re-arrange delivery direct with our courier from the details left on the calling card. If no contact is made with the courier after the 2nd attempt the order will only be held for 2 days after this at the courier depot and then returned back to Online 4 baby and re delivery charges will apply – see FAQ “Why has my item been returned to you?”
- Can I collect my parcel from the depot?
Different terms and prices apply for delivery. Click HereYes, certainly. You'll need to contact our courier DPD at least 24 hours in advance so they can get your parcel ready for collection and make sure no further delivery attempts are made.
You can do this by following the instructions from the calling card left.
Details will be on the card left by their driver, including the opening times of your local depot.
Please note that for security reasons, we ask that you bring in two forms of identification.
**A collection cannot be arranged for the same day as the failed delivery occurred.**
- Can someone else sign for my delivery?
Different terms and prices apply for delivery. Click HereAnyone is able to sign for the delivery, as long as they are at the delivery address or alternatively, if you have selected "Leave with a neighbour" from your predict 1 hour notification, your neighbour can sign for this delivery.
- My address is difficult to get to. Can I leave directions for the delivery driver?
Different terms and prices apply for delivery. Click HereAt the checkout stage, under the section ‘Instructions to seller’ you are able to include certain brief information / instructions for the delivery.
Here you can provide the delivery driver with further instructions on how to locate your address. You can also email us at customerservices@online4baby.com
- What do I do if I have only received part of my order?
Different terms and prices apply for delivery. Click HereFirstly we would like to kindly ask you to check inside all the packages received, as some items are packed together. If you have done this and you are still sure that part of your order is missing, please contact us by email at support@online4baby.com or use our contact us form(please include your order number in the email).
We aim to respond to your enquiry in the quickest possible timeframe.
- What do I do if I receive my goods but the packaging is damaged?
Different terms and prices apply for delivery. Click HereBefore you refuse the delivery, we ask that you check inside the box to establish if the item itself has been damaged. (The packaging is simply used to protect the item whilst in transit) If you find the contents to be spoilt, please sign for the goods as damaged and contact us by email to support@online4baby.com or use our contact us form (please include your order number in the email).
We aim to respond to your enquiry in the quickest possible timeframe.
**Please note, re-delivery charges may apply if the consignment is refused.**
- Why has my item been returned to you?
Different terms and prices apply for delivery. Click HereThe return of parcels back to us (RTS – Returned To Sender) occurs when our courier has made at least 2 attempts at delivery, and the item(s) have been held in the local depot for 2 days (from the date of the Second delivery attempt) and the recipient has not attempted to make alternative arrangements with the courier within this time frame.
If your item has been RTS, the following re-delivery charges will apply:
Parcel Type Re-delivery Charge Per Box £10.00 Wood Charges Vary on how many pieces Nursery Room Sets Charges Vary on how many pieces *These charges do not include out of area delivery surcharges.
Please contact us by email on support@online4baby.com or use our contact us form (please include your order number in the email).
- Will the delivery driver contact me before he delivers my item(s)?
Different terms and prices apply for delivery. Click HereThe delivery driver will only attempt to ring a telephone number provided if he is struggling to locate the delivery address. However you will receive a text message/email on the day of delivery (if you have provided a mobile phone number and email address) informing you of your precise 1 hour delivery notification.
**Please note that any texts/emails received are an approximation. Contracted delivery hours are between 8:00 – 18:00**
- How do I authorise the delivery to be left with a neighbour if I am not at home?
Different terms and prices apply for delivery. Click HereAt the checkout stage, under the section ‘Delivery Instructions’ you are able to include certain information / instructions for the delivery driver. Alternatively, on the morning of your delivery, you will receive your precise 1 hour delivery notification which gives you the option of requesting the delivery is left with a neigbour.
You can either specify the neighbour you wish the item(s) to be left with, or simply state that it can be left with ‘any neighbour’. You can also email us at support@online4baby.com or use our contact us form.
- How do I authorise my delivery to be left in a safe place if I am not at home?
Different terms and prices apply for delivery. Click HereAt the checkout stage, under the section ‘Delivery Instructions’ you are able to include certain information / instructions for the delivery driver. You can also request this from the text/email service provided by dpd
**Parcels requested by the customer to be left in a safe place without a signature will not be covered by the couriers insurance, therefore it is at the customers own risk**
- Do you deliver to B.F.P.O's?
Different terms and prices apply for delivery. Click HereNo, Our courier (DPD) cannot deliver to B.F.P.O
- Do you deliver to PO Box addresses?
Different terms and prices apply for delivery. Click HereNo our courier (DPD) cannot deliver to PO Box addresses.
- Do you ship international?
Different terms and prices apply for delivery. Click HereWe currently ship to all Mainland U.K. We do not ship to the Republic of Ireland and the Channel Islands.
- Do I qualify for Free Delivery?
-
Online4baby Delivery Team (Nursery Furniture)
- Do I qualify for Free Delivery?
Different terms and prices apply for delivery. Click HereNursery Furniture deliveries such as Room sets, Wardrobes, Dressers, Cot beds with Mattresses, Junior/Toddler beds with Mattresses and Nursery Drawers are classed as FREIGHT due to their volumetric size(height above 1.3metres) and do require special vehicles and handling. The courier we use is Parcel Force who provides a Free Express Next Working Day Delivery Service to most of the UK(see exceptions below)on all orders over £49.99*(£5.95 on orders under £49.99). The contracted hours for deliveries of FREIGHT GOODS are between 8am and 5:30pm (a full working day).
Please note**The Free Delivery on Freight goods will only be attempted once with our dedicated courier service Parcel Force. Any missed deliveries will incur a second attempt redelivery charges of £5 per parcel.
Area's which do not incur a surcharge
England
Wales
Scotland (Excluding postcodes below in the Scottish Highlands and offshore Islands)Chargeable Area's
Scottish Highlands & Islands
IV, HS, KA27-28, KW, PA20-49, PA60-78, PH17-26, PH30-44, PH49-50, ZEIsle of Man (IM)
Isle of White (PO30-41)
Scilly Isles (TR21-25)
We do not currently ship to :
Guernsey (GY1-99)
Jersey (JE1-99)
Northern Ireland (BT1-99)
Republic of IrelandOut of Area Surcharges
These are in addition to the standard £5.95 delivery charge for orders under £49.99.
Item description Delivery Charge All Items per box (excluding the below) £10 Wood items which include 2 boxes (e.g. Cot & Mattress) £20 2 or 3 Piece Nursery Room Set (4 or 6 boxes) £40 to 60 Still Unsure?
- When will I receive my order?
Different terms and prices apply for delivery. Click HereFREIGHT GOODS are delivered between 8am and 8pm (a full working day). All our customers receive a text message notification direct from the Online4baby delivery team the day before delivery.
Nursery Furniture deliveries such as Room sets, Wardrobes, Dressers, Cot beds with Mattresses, Junior/Toddler beds with Mattresses and Nursery Drawers are classed as FREIGHT due to their volumetric size(height above 1.3metres) and do require special vehicles and handling. We use our own specialist delivery team to ensure the safe arrival of these larger items.
A Contact telephone number must be provided to Online4baby when placing an order.
Please note**The Free Delivery on Freight goods will only be attempted once by our dedicated delivery team. Any missed deliveries will incur a failed delivery fee, the details of which can be found in our terms and conditions.
We give the buyer the assurances they need in order for them to receive their delivery in a clear timeframe once cleared funds have been received. Checking your delivery day is simple:-
Freight goods are normally delivered ib 7-10 working days.
1 Day Service - Next Working Day
All postcodes in England,Wales and most of Scotland (Excluding the Scottish Highlands & offshore Islands as listed below).
Expected delivery days from time of order Payment Made Items Received Monday Before 4pm
After 4pmTuesday
WednesdayTuesday Before 4pm
After 4pmWednesday
ThursdayWednesday Before 4pm
After 4pmThursday
FridayThursday Before 4pm
After 4pmFriday
MondayFriday Before 4pm
After 4pmMonday
TuesdaySaturday Before 4pm
After 4pmTuesday Sunday Before 4pm
After 4pmTuesday This excludes bank holidays – There are no collections or deliveries on bank holidays. Please allow 1 extra day for your delivery. 2 Working Day Service
Scottish Highlands & Islands
AB30-31, AB33-38, AB41-45, AB51-56, AB63, DD8-10, FK8, FK17-21, IM1-9, IM99, IV1-28, IV30-32, IV36, IV40-56, IV63, KA27-28, KW1-3, KW5-14, PH10-11, PH13-14, PH19-26, PH30-44, PH49-50, TD15Northern Ireland - BT
3 Working day Delivery Service:
HS1-9, KW15, PA20-49, PA62-78, PA80, ZE1-34 Working day Delivery Service:
KW16-17, TR21-25
Expected delivery days from time of order Payment Made Items Received by Monday Before 4pm
After 4pmWednesday
ThursdayTuesday Before 4pm
After 4pmThursday
FridayWednesday Before 4pm
After 4pmFriday
MondayThursday Before 4pm
After 4pmMonday
TuesdayFriday Before 4pm
After 4pmTuesday
WednesdaySaturday Before 4pm
After 4pmWednesday
ThursdaySunday Before 4pm
After 4pmWednesday
ThursdayThis excludes bank holidays – There are no collections or deliveries on bank holidays. Please allow 1 extra day for your delivery. - How can I track my order?
Different terms and prices apply for delivery. Click HereIn order for you to track your order, please use our online tracking system. To access our online tracking system, please click here.
You will also receive an email the evening before delivery with your tracking information and a text message on the morning of delivery with a 1 hour timeslot.
- Can I ship to a different delivery address?
Different terms and prices apply for delivery. Click HereDelivery must be made to the address specified at the time of purchase.
Any order placed by phone must have a matching billing and delivery address
- Do you deliver on a Saturday?
Different terms and prices apply for delivery. Click HereNo Saturday delivery is not an option for Freight goods.
- Can I specify a delivery date?
Different terms and prices apply for delivery. Click HereYou cannot choose a delivery date for freight goods. The online4baby delivery team will contact you by text message within 7-10 days with a proposed delivery date. You will be required to reply Yes or No.
- Will I receive a text message when my item has been dispatched?
Different terms and prices apply for delivery. Click HereYou will receive an email to confirm your order has been dispatched, you will receive a text message the day before delivery from the Online4baby delivery team.
- Can I request a specific delivery time?
Different terms and prices apply for delivery. Click HereA specific delivery time cannot be offered on delivery of freight goods, the delivery time is 8am - 8pm
- What happens if I am not in to accept my delivery?
Different terms and prices apply for delivery. Click HereIt is extremely important to make sure someone is available at the delivery address all day (between 8am and 8pm) to sign for the parcel(s). A Contact telephone number must be provided to Online4baby when placing an order.
Please note**The Free Delivery on Freight goods only applies for attempted delivery once, any delivery that fails will incur failed delivery charges which can be found in our terms and conditions***
- Can I collect my parcel from the depot?
Different terms and prices apply for delivery. Click HereCollection from the depot is not available on Freight orders.
- Can someone else sign for my delivery?
Different terms and prices apply for delivery. Click HereAnyone is able to sign for the delivery, as long as they are at the delivery address
- My address is difficult to get to. Can I leave directions for the delivery driver?
Different terms and prices apply for delivery. Click HereNo, unfortunately, it is not possible to pass additional delivery information to the courier.
- What do I do if I have only received part of my delivery?
Different terms and prices apply for delivery. Click HereFirstly we would like to kindly ask you to check inside all the packages received, as some items are packed together all in one box. If you have done this and you are still sure that part of your order is missing, please contact us by email at support@online4baby.com (please include your order number in the email).
We aim to respond to your enquiry in the quickest possible timeframe.
- What do I do if I receive my goods but the packaging is damaged?
Different terms and prices apply for delivery. Click HereBefore you refuse the delivery, we ask that you check inside the box to establish if the item itself has been damaged. (The packaging is simply used to protect the item whilst in transit.) If you find the contents to be spoilt, please sign for the goods as damaged and contact us by email at support@online4baby.com (Please include your order number in the email). We aim to respond to your enquiry in the quickest possible timeframe. We appreciate that all items that are delivered are not necessarily purchased for immediate use. So to avoid disappointment on opening we would ask that all your parcels are checked thoroughly on arrival and then in the unlikely event that you are not completely satisfied with the condition of how your order has arrived you must contact us with images of any damage to the item and the packaging within 24hrs of receipt so that any problems can be rectified immediately, this is the timeframe that enables us to claim from the couriers insurance. Outside of this timeframe we are unable to claim from the couriers insurance.
All products/parts that arrive which have been damaged in transit will be replaced 'like for like' free of charge in the quickest possible timeframe. For wooden items damaged in transit we will replace the damaged parts 'like for like' only and not the complete carton. This prevents the likelihood of the whole carton getting damaged as a whole carton for the second time. Replacement parts are packed individually and securely for transit.
The packaging/box around the product is simply there to protect the item whilst in transit. Due to the weight of some parcels and the distance travelled through many courier depot's we cannot guarantee that the external packaging will not be marked on arrival and therefore if presentation is important i.e ordering for a gift this is at your own risk unless you have requested extra packaging prior to your order being dispatched.
**Please note, re-delivery charges may apply if the consignment is refused.**
- Why has my item been returned to you?
Different terms and prices apply for delivery. Click HereThe return of parcels back to us (RTS – Returned To Sender) occurs when our courier has made 1 attempt at delivery, and the item(s) have been held in the local depot for 3 days (from the date of the first delivery attempt) and the recipient has not attempted to make alternative arrangements with Online4baby within this time frame.
If your item has been RTS, the following re-delivery charges will apply:
Parcel Type Re-delivery Charge 1 Parcel/ Box £16 2 Parcels/ Boxes £22 3 Parcels/ Boxes £28 4 Parcels/ Boxes £34 5 Parcels/ Boxes £40 6 Parcels/ Boxes £48 *These charges do not include out of area delivery surcharges.
Please contact us by email on support@online4baby.com (please include your order number in the email).
- Will the delivery driver contact me before he delivers my item(s)?
Different terms and prices apply for delivery. Click HereThe driver will not be able to contact you directly before they make the delivery, however you will have received an automated text message on the morning of delivery with a 1 hour timeslot.
- How do I authorise the delivery to be left with a neighbour if I am not at home?
Different terms and prices apply for delivery. Click HereOur delivery team will NOT leave with a neighbour even under instruction. This is not an option that is available under any circumstances.
** Please note if the delivery fails due to nobody being available to accept delivery then a failed delivery charge will apply.
see section “What happens if I am not in to accept my delivery?” - How do I authorise my delivery to be left in a safe place if I am not at home?
Different terms and prices apply for delivery. Click HereOur delivery team will NOT leave safe even under instruction. This is not an option that is available under any circumstances. Our courier operates a “ No Leave Safe” account. Please Note: If you do authorise this direct with our delivery team any parcels that are left safe without a signature are left at your own risk and the transit insurance will be void.
- Do you deliver to B.F.P.O's?
- Do you deliver to PO Box addresses?
- Do you ship international?
Different terms and prices apply for delivery. Click HereNo, we currently ship to Mainland U.K, we do not deliver to the Republic of Ireland
- Do I qualify for Free Delivery?
-
Royal Mail Delivery
- Do I Qualify for Free Delivery
Online4baby.com offers a Free Delivery Service to most of the UK mainland on all orders over £49.99* (£4.45 for deliveries on all orders under £49.99*).
1 - 2 Day Service - Royal Mail Tracked 48
England
Wales
Scotland (Excluding postcodes below in the Highlands and Islands)
Isle of Wight
Out of bounds areas 2-3 day service Royal Mail Tracked
Please note: The below postcodes are classed as out of bounds and deliveries can take 2-3 Days. HS1-9
IV1-56
KA27-28
KW1--17
PA20-49
PA60-78
PH17-PH50
ZE1-3
We do not currently ship to :
Guernsey (GY1-99)
Jersey (JE1-99)
Northern Ireland (BT1-99)
Republic of Ireland
- When will I receive my order?
Different terms and prices apply for delivery. Click HereOnline4baby.com offers a Free Royal Mail 48 hour tracked service to most of the UK mainland on all orders over £49.99* (£3.95 for deliveries on all orders under £49.99*).We give the buyer the assurances they need in order for them to receive their delivery in a clear timeframe once cleared funds have been received. Checking your delivery day is simple:- Just find the day and time you made your order and the expected delivery day will be displayed next to it.
1- 2 Day Service – Royal Mail 48 hour tracked service
All postcodes in England,Wales and most of Scotland (Excluding Highlands & Islands).
Expected delivery days from time of order Payment Made Items Received by Monday Before 4pm
After 4pmTuesday/ Wednesday
Wednesday/ ThursdayTuesday Before 4pm
After 4pmWednesday/ Thursday
Thursday/ FridayWednesday Before 4pm
After 4pmThursday/ Friday
Friday/ SaturdayThursday Before 4pm
After 4pmFriday/ Saturday
Saturday/ MondayFriday Before 4pm
After 4pmSaturday/ Monday
Tuesday/ WednesdaySaturday Before 4pm
After 4pmTuesday/ Wednesday
Tuesday/ WednesdaySunday Before 4pm
After 4pmTuesday/ Wednesday
Tuesday/ WednesdayThis excludes bank holidays – There are no collections or deliveries on bank holidays. Please allow 1 extra day for your delivery. 2-3 Day Service – Royal Mail 48 hour tracked service. ( Out of Bounds Areas)
Expected delivery days from time of order Payment Made Items Received by Monday Before 4pm
After 4pmWednesday/ Thursday
Thursday/ FridayTuesday Before 4pm
After 4pmThursday/ Friday
Friday/ SaturdayWednesday Before 4pm
After 4pmFriday/ Saturday
Saturday/ MondayThursday Before 4pm
After 4pmSaturday/ Monday
Saturday/ MondayFriday Before 4pm
After 4pmMonday/ Tuesday
Tuesday/ WednesdaySaturday Before 4pm
After 4pmTuesday/ Wednesday
Wednesday/ ThursdaySunday Before 4pm
After 4pmTuesday/ Wednesday
Wednesday/ ThursdayThis excludes bank holidays – There are no collections or deliveries on bank holidays. Please allow 1 extra day for your delivery. - How can I track my order?
In order for you to track your order, please use our online tracking system. To access our online tracking system, please click here. Please note that Royal Mail Tracked 48 deliveries may not appear on tracking until the day after dispatch.
- Can I ship to a different delivery address?
You will be able specify what address you wish your items to be sent to at the checkout stage. At the point where you are asked if the delivery address is different from the billing address, there will be an option to change where the item(s) will be posted to.
**Important** Orders placed and paid for over the phone must be delivered to the cardholders address.
- Do you deliver on a Saturday?
There is not an option to specify Saturday delivery, however Royal Mail do delivery on Saturday service if you receive Royal Mail postal deliveries on a Saturday in your area, please refer to the section “When will I receive my order?” for delivery timescales.
- Can I specify a delivery date?
This option is not available with Royal Mail, please refer to the section “ When will I receive my Order”
- Will I receive a text message when my item has been dispatched?
Yes, all our customers receive a text message notification direct from Royal Mail, the first message is sent when the parcel is scanned at the Royal Mail Delivery Office to let you know the parcel will be delivered that day.
A second message is sent when the delivery is attempted to let you know that your order has been successfully delivered.
- Can I collect my parcel from a local store?
Unfortunately, this is not a service that is available with Royal Mail.
- What happens if I am not in to accept my delivery?
If your Postman/Postwoman is not able to deliver your order due to no answer at the property they will:
- Try a neighbour
- Leave in a safe place - this is at the driver's discretion unless you have a private agreement with your postman/postwoman.
- If none of the above is possible the parcel(s) will be taken back to the local Royal Mail depot. The parcel(s) will be available for collection for 15 days, if the parcel(s) is not collected within the 15-day timescale it will be returned to Online4baby and a return to store charge of £2.95 will apply.
- You will be given the opportunity to rearrange delivery once with the depot, if that subsequent delivery is missed then the above reapplies.
- see FAQ “Why has my item been returned to you?”
- Can I request a specific delivery time?
Our contract with Royal Mail is to deliver every day Monday to Saturday and your delivery would be with your regular Postman/Postwoman at the usual time they deliver.
- Can I collect my parcel from the depot?
If your regular postman/woman is unable to delivery you can arrange to collect from the local depot please refer to the previous section for details “What happens if I am not in to accept my delivery?
- Can someone else sign for my delivery?
Anyone is able to sign for the delivery, as long as they are at the delivery address.
- My address is difficult to get to. Can I leave directions for the delivery driver?
Your delivery is with your regular Postman/Woman, they will deliver standard post to your address on a daily basis so will not require any directions or extra delivery information.
- What do I do if I have only received part of my order?
Firstly we would like to kindly ask you to check inside all the packages received, as some items are packed together. If you have done this and you are still sure that part of your order is missing, please contact us by email at customerservices@online4baby.com (please include your order number in the email).
We aim to respond to your enquiry in the quickest possible timeframe.
- What do I do if I receive my goods but the packaging is damaged?
Before you refuse the delivery, we ask that you check inside the box to establish if the item itself has been damaged. (The packaging is simply used to protect the item whilst in transit) If you find the contents to be spoilt, please sign for the goods as damaged and contact us by email to customerservices@online4baby.com (please include your order number in the email).
We aim to respond to your enquiry in the quickest possible timeframe.
- Why has my item been returned to you?
Your order will only be returned to Online4baby if the delivery was unsuccessful which is detailed in the section “What happens if I am not in to accept my delivery?”. In the event you do not rearrange delivery or collect your parcel(s) from the Royal Mail depot within 15 days of them receiving it your parcel(s) will be returned to Online4baby and a Return To Store ( RTS ) charge will apply, the charge is £2.95
- Will the delivery driver contact me before he delivers my item(s)?
Just like your Royal Mail postal deliveries, delivery of your parcel(s) from Online4baby will be delivered with your Postman/Postwoman, therefore they will not contact you prior to delivery.
- How do I authorise the delivery to be left with a neighbour if I am not at home?
There is not an option to authorise for your deliver to be “left safe”, however your regular Postman/Postwoman will automatically attempt delivery with a neighbour if you are not in to accept the delivery, the other options are detailed In the section “What happens if I am not in to accept my delivery?”
- How do I authorise my delivery to be left in a safe place if I am not at home?
If your Postman/Postwoman is not able to deliver your order due to no answer at the property and you want the item “ leaving safe” they will:
- Leave in a safe place, this it at the driver’s discretion unless you have a private agreement with your Postman/Postwoman to leave parcels in a safe place and they will follow these usual instructions
- Do you deliver to B.F.P.O's?
Yes, Royal Mail will deliver to B.F.P.O addresses.
- Do you ship international?
We currently ship to all the United Kingdom and the Channel Islands.
- Do I Qualify for Free Delivery
-
Ordering
- Can I place an order over the telephone?
You cannot place an order over the phone, however we have an amazing sales team that can assist you between the hours of 8.30am and 5pm.
To contact the team simply head to our contact us page and fill in your details or contact them by Facebook messenger and they will be happy to help.
- What should I do if I have problems with my payment?
If you experience difficulties with your payment, please ensure that the details you are entering at our secure checkout stage are correct. The cardholder’s name must be written the same as it appears on the card.
The billing address and postcode must match the address that the card is registered to. This will be Identical to your bank statement.
If you still experience difficulties, please contact us by email at sales@online4baby.com (please include your order number in the email).We aim to respond to your enquiry in the quickest possible timeframe.
- Did my payment go through correctly?
If you were not directed to the order confirmation screen and did not receive an order confirmation email, it is unlikely that your payment was successful. Please contact us by email at support@online4baby.com (please include the postcode you used when placing the order so that we can cross reference it with our payment server).
We aim to respond to your enquiry in the quickest possible timeframe. - What cards do Online4Baby accept?
-
Visa Credit and Debit
-
MasterCard
-
Maestro
-
Visa Electron
-
American Express (via Paypal)
-
JCB
-
PayPal
**Please note**For security reasons we can only deliver the goods to the cardholders address.
-
- How secure is my payment?
The security of your information is the highest priority for Online4Baby.com. We use WORLDPAY & PAYPAL as our Payment Service Provider. World Pay and PayPal are ultra secure Third parties which use 128-bit software (SSL) and encrypt all the Debit and Credit card information you input before it is sent to us. Online4baby.com does not hold, store or even see credit card details.
Online4Baby.com is listed in the Data Protection Registry under Reg. No. Z2892173
For full details, please see our Security & Privacy Policy.
- I have already placed an order. Can I change the delivery address?
If your order has not been picked, we can change the delivery address for you.
Time is of the essence! Due to our state of the art warehouse system, within seconds of your order confirmation, your order will be picked (some instances picking is later) and although we are extremely proud of our efficiency, this does mean that any orders that have been picked cannot be changed at this stage. We can change the delivery details with the courier the day after dispatch, but this may delay your delivery by 1 day.
DPD Courier-If your new delivery address uses a different delivering depot (and your order has already been picked) there will be a £5.00 charge to change the address. (excluding surcharge to out of area postcodes)
Please contact us by email at customerservices@online4baby.com (please include your order number in the email).
We aim to respond to your enquiry in the quickest possible timeframe.
- I have already placed an order. Can I now change it?
Time is of the essence! Due to our state of the art warehouse system, within seconds of your order confirmation, your order will be picked (some instances picking is later) and although we are extremely proud of our efficiency, this does mean that any orders that have been picked cannot be changed at this stage and you will have to follow Online4baby’s returns procedure. Please see F.A.Q "Can I return an item if I do not like it?"
If your order has not yet been picked, you are able to change your order.
- How do I cancel my order?
Time is of the essence! Due to our state of the art warehouse system, within seconds of your order confirmation, your order will be picked (some instances picking is later) and although we are extremely proud of our efficiency, this does mean that any orders that have been picked cannot be cancelled at this stage and you will have to follow Online4baby’s returns procedure. Please see F.A.Q “Can I return an item if I do not like it?”
If your order has not yet been picked, you are able to cancel your order and receive a full refund.
You can contact us by email atsupport@online4baby.com (Please make sure you include your order number on the email).
- I have cancelled my order. How long will my refund take?
Once your order has been cancelled, your refund will be put back into the original payment method that was used. This is likely to be completed by the end of the next working day. Some banks may vary.
- Can I pay in a different currency?
Online4baby only accept payments made in pounds Sterling.
- I have received an email stating that my payment has been made by eCheque. What is an eCheque? Why has this happened?
A PayPal payment method of eCheque occurs when PayPal have found an issue with your transaction or account. (There can be a number of reasons why PayPal do this, from being a newly set up account, to your card expiring or your account limit needs expanding etc.) An eCheque puts an Automatic 7-10 day holding period on your funds, giving PayPal opportunity to look into your transaction. We are happy to wait for the e-Cheque to clear and the goods are despatched upon cleared funds, or alternatively if you require instant despatch of your goods, you can contact our support team by using the contact us form. Once the request of contact has been made a member of the team will ring you. You can then pay direct with credit/debit card and your e-cheque can be cancelled, and the funds returned back to your paypal account.
- Can I cancel my eCheque?
You are able to cancel your eCheque by ringing using the contact us form and requesting a call from our support team. Once cancelled, your payment will go back into your PayPal account, and then we can take payment over the phone with a Debit or Credit card for immediate despatch of your items.
- What is a PRE-Order item?
A pre-order item is a high demand product which Online 4 Baby have secured from the manufactures but not yet received. By purchasing a pre-order item this allows customers to secure and guarantee prompt delivery of their item as soon as the stock arrives from the manufacturers.
When the order has been despatched you will be updated by email.
- When will I receive a pre-order item?
If a product is a pre-order item, it will be clearly displayed on the product listing page along with the expected dispatch date.
**Please note, the expected dispatch date can change due to matters outside of our control. We strive to keep pre-order customers as up-to-date as possible by emailing them with any new developments as soon as we are informed of them.**
- What do I do if the order I have received is incorrect?
Due to a number of different reasons, it may be the case that the item inside the packaging differs from the description on the box i.e. for goods received from the manufacturer with multiple pieces in a single carton we do use recycled packaging.
We ask that you check inside the box. If this has been done and you are still sure that you have been delivered an incorrect item, please contact us by email on support@online4baby.com (please include your order number in the email).
We aim to respond to your enquiry in the quickest possible timeframe.
- Can I place an order over the telephone?
-
Returns
- What is your returns policy?
Please click here to view our Returns Policy.
- Can I return an item if I do not like it?
As long as the item you have received is still new, unused and you still have the original packaging; you will have 14 days (from the day after receipt of the item) in which you can contact Online4baby to book the item in for a return.
Please contact us by email at support@online4baby.com or use our contact us form (please include your order number in the email).We aim to respond to your enquiry in the quickest possible timeframe.
For full details please see our Returns Policy.
**Please note that items which have not been booked in, have been used, or are outside of the 14 day period will be strictly refused.**
- My item has become faulty in my warranty period. What are my options?
All items supplied by Online4baby are covered by a 6 month guarantee, which starts from the date of receipt of your item. If your item shows any sign of a manufacturing fault within this period, we will send replacement parts or repair your item free of charge. In cases where this is not possible, we will offer a replacement.
To report a fault with your item please email us at support@online4baby.com or use our contact us form (please include your order number in your email).
We aim to respond to your enquiry in the quickest possible timeframe.
For full details please see the Guarantee Section of our Terms & Conditions.
- The item I received is faulty. Can I return it?
If you have just received an item and you believe this to be faulty please email us at customerservices@online4baby.com. If it is a faulty part that is replaceable, we will send spares for this, However. If a spare part is not possible we will replace the item.
- I have returned a faulty item for repair. How long will this take?
We always aim to process returns in the quickest timeframe possible. However, in extreme circumstances, there can be a maximum waiting period of 28 days for faults to be repaired by the manufacturer.
- I have returned an item. When will I receive my refund?
We aim to process returned items and refunds on the day the item(s) are received back with Online4baby. Once the item has been processed and authorised, your refund will be put back into the original payment method that was used. This is likely to be completed within 14 days.
- What is your returns policy?
-
Contact Us
- What is your postal address?
For all written correspondence, please use the following address:-
ONLINE 4 BABY LTD
UNIT B BROADGATE
BROADWAY BUSINESS PARK
CHADDERTON
OLDHAM
OL9 0JA
For full contact information please see Contact Us.
- What can I do if my enquiry is urgent?
If you have an urgent enquiry, please contact us on 0161-688-1550 9.30am -4.30pm Monday - Friday. Alternatively, email us on support@online4baby.com or use our contact us form and mark the subject as urgent
We aim to answer all emails in the quickest possible timeframe.
- What is your postal address?
-
Product Information
- Do you offer any guarantee on your products?
Yes all our products are covered by a manufacturers 6 month guarantee. For full details please see the Product Guarantee Section of our Terms & Conditions.
- Will this buggy board fit my pram?
Online4baby’s buggy boards are designed using a ‘universal fit’, meaning that the buggy board will fit 99% of all prams/pushchairs on the market. Unfortunately, we are unable to provide a conclusive list of buggies which they do/do not fit. However, if it so happens that the buggy board is not compatible with your buggy, you are able to return the item back to us (under distant selling regulations) for a full refund.
- Will this car seat fit my car?
Online4baby’s car seats are designed using a ‘universal fit’, meaning that the car seat will fit 99% of all cars on the market. A correct fit is likely if the vehicle manufacturer has declared in the vehicle handbook that the vehicle is capable of accepting a "universal" car restraint for this age group. Unfortunately, we are unable to provide a conclusive list of cars which they do/do not fit in. However, if it so happens that the car seat is not compatible with your car, you are able to return the item back to us (under distant selling regulations) for a full refund.
- This parasol states it is universal. How do I know if it will fit my buggy?
Online4baby’s parasols are designed using a ‘universal fit’ clamp, meaning that the parasol will fit 99% of all prams/pushchairs on the market. Unfortunately, we are unable to provide a conclusive list of buggies they do/do not fit on. However, if it so happens that the parasol is not compatible with your pushchair, you are able to return the item back to us (under distant selling regulations) for a full refund.
- Do you offer any guarantee on your products?
-
Klarna Finance Pay later in the 3 interest-free installments
- Who is Klarna?
Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than 200,000 online stores. Over 85 million consumers worldwide have trusted Klarna to securely handle their payments.
- How does Financing work?
Spread the cost of your purchase into equal monthly payments with 18.9% APR (variable) interest. Financing is a promotional plan on the Klarna Account.
- How do I use Financing?
When you shop online, Klarna’s system reviews each order to determine which payment options are available to you. If Financing is offered, simply select this option. The first time you shop with Financing you will be asked to apply for a Klarna Account. If you’re approved Klarna will create an account for you and your order will be placed. Every time you shop with Financing after that, you only need to agree to the purchase and won’t need to sign up again. The order amount will be added to your Klarna Account as additional promotional plans. You can always monitor the payments due in the Klarna App
- I have been asked to go to the Klarna site. Is this correct?
If you have chosen to pay with Financing by Klarna, Klarna will send you an email with further details on how to pay.
- Can I pay less than the amount owed each month?
You can at any time choose to pay your minimum payment instead of your interest-saver payment. Your monthly minimum payment is the amount to be paid to avoid incurring late fees on your Klarna Account. Should you choose to pay your minimum payment instead of your interest-saver payment this will mean you will lose your promotional plan offer and the remaining balance will start to incur interest at 18.9% APR (variable).
- Do I need to be 18?
Financing is only available to people aged 18 or over and is an online exclusive payment method.
- How do I manage my Klarna Account?
Log in to the Klarna App or Klarna.com/uk at any time day or night, to review your purchases and settle your monthly statement. If you need further assistance, you can contact Klarna’s Customer Service team.
- How can I increase my chances of being accepted for Financing?
Klarna is unique and offers Pay later based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have had Pay later before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.
- How is my statement sent?
If you chose to use Financing, we will send your monthly statement notification via email with instructions on how to make a payment and an overview of your Klarna Account. Once you have been landed on your Klarna Account overview page, simply select ‘Make a payment’ and enter the amount you wish to pay towards your balance. You can always monitor the active statements in Klarna app at your convenience.
- What do I need to provide when I make a purchase?
If you want to make a purchase with a Klarna Account you need to provide your mobile phone number and your email address as well as name, billing address and your date of birth. Your mobile number is required in case we need to reach you. All statements will be sent to your email address. It's very important that you give us the correct details, as otherwise you will not receive monthly statements and so be liable for late payment fees.
- Is my payment information safe?
Payment information is processed securely by Klarna. No payment information is transferred to us or held by us. All transactions take place via connections secured with the latest industry standard security protocols.
- How do I make a payment?
First, log in the Klarna app or in www.klarna.com/uk and visit your Klarna Account overview page. Then, simply select ‘Make a payment’ and enter the amount youwish to pay towards your balance. Should you have any questions or concerns when making a payment you can contact Klarna’s Customer Service.
- I haven't received an email with my statement.
Please log in the Klarna app to view the statements or contact Klarna’s Customer Service via live chat or phone.
- I have cancelled my order. How long will it take until I receive my refund?
As soon as the store has registered your cancellation or your return, the refund will be processed within 5 business days.
- What happens if I cancel or return my order?
As soon as Online4baby have accepted your cancellation/return, then Klarna will make any necessary adjustments to your balance and provide further help if needed.
- I have cancelled my order. How long will it take until I receive my refund?
As soon as the store has registered your cancellation or your return, we will credit the balance back to your Klarna Account within the next 5 business days.
- I have asked for a refund. How will I be refunded?
If you have paid for your order with a card, the refund will be made back to your Klarna Account balance. If the Account ends up in a credit balance, this can be used towards future purchases or you can request it to be paid back by contacting Customer Service.
- I've received my monthly statement and a payment is due, but I've not yet received my goods.
You should of course not pay your statement until you've received your goods. In this case, we would ask that you contact the store and get an update on your order. You should also contact our Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.
- I still have questions regarding payment.
Visit Klarna app Klarna’s Customer Service page Customer Service page for a full list of FAQ’s, live chat and telephone options.
- Who is Klarna?
-
Klarna Finance Pay with Financing
- Who is Klarna?
Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than 200,000 online stores. Over 85 million consumers worldwide have trusted Klarna to securely handle their payments.
- How does Financing work?
Spread the cost of your purchase into equal monthly payments with 18.9% APR (variable) interest. Financing is a promotional plan on the Klarna Account.
- How do I use Financing?
When you shop online, Klarna’s system reviews each order to determine which payment options are available to you. If Financing is offered, simply select this option. The first time you shop with Financing you will be asked to apply for a Klarna Account. If you’re approved Klarna will create an account for you and your order will be placed. Every time you shop with Financing after that, you only need to agree to the purchase and won’t need to sign up again. The order amount will be added to your Klarna Account as additional promotional plans. You can always monitor the payments due in the Klarna App.
- I have been asked to go to the Klarna site. Is this correct?
If you have chosen to pay with Financing by Klarna, Klarna will send you an email with further details on how to pay.
- Can I pay less than the amount owed each month?
You can at any time choose to pay your minimum payment instead of your interest-saver payment. Your monthly minimum payment is the amount to be paid to avoid incurring late fees on your Klarna Account. Should you choose to pay your minimum payment instead of your interest-saver payment this will mean you will lose your promotional plan offer and the remaining balance will start to incur interest at 18.9% APR (variable).
- Do I need to be 18?
Financing is only available to people aged 18 or over and is an online exclusive payment method.
- How do I manage my Klarna Account?
Log in to the Klarna App or Klarna.com/uk at any time day or night, to review your purchases and settle your monthly statement. If you need further assistance, you can contact Klarna’s Customer Service team.
- How can I increase my chances of being accepted for Financing?
Klarna is unique and offers Pay later based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have had Pay later before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.
- How is my statement sent?
If you chose to use Financing, we will send your monthly statement notification via email with instructions on how to make a payment and an overview of your Klarna Account. Once you have been landed on your Klarna Account overview page, simply select ‘Make a payment’ and enter the amount you wish to pay towards your balance. You can always monitor the active statements in Klarna app at your convenience.
- What do I need to provide when I make a purchase?
If you want to make a purchase with a Klarna Account you need to provide your mobile phone number and your email address as well as name, billing address and your date of birth. Your mobile number is required in case we need to reach you. All statements will be sent to your email address. It's very important that you give us the correct details, as otherwise you will not receive monthly statements and so be liable for late payment fees.
- Is my payment information safe?
Payment information is processed securely by Klarna. No payment information is transferred to us or held by us. All transactions take place via connections secured with the latest industry standard security protocols.
- How do I make a payment?
First, log in the Klarna app or in www.klarna.com/uk and visit your Klarna Account overview page. Then, simply select ‘Make a payment’ and enter the amount youwish to pay towards your balance. Should you have any questions or concerns when making a payment you can contact Klarna’s Customer Service.
- I haven't received an email with my statement.
Please log in the Klarna app to view the statements or contact Klarna’s Customer Service via live chat or phone.
- I have cancelled my order. How long will it take until I receive my refund?
As soon as the store has registered your cancellation or your return, the refund will be processed within 5 business days.
- What happens if I cancel or return my order?
As soon as Online4baby have accepted your cancellation/return, then Klarna will make any necessary adjustments to your balance and provide further help if needed.
- I have cancelled my order. How long will it take until I receive my refund?
As soon as the store has registered your cancellation or your return, we will credit the balance back to your Klarna Account within the next 5 business days.
- I have asked for a refund. How will I be refunded?
If you have paid for your order with a card, the refund will be made back to your Klarna Account balance. If the Account ends up in a credit balance, this can be used towards future purchases or you can request it to be paid back by contacting Customer Service.
- I've received my monthly statement and a payment is due, but I've not yet received my goods.
You should of course not pay your statement until you've received your goods. In this case, we would ask that you contact the store and get an update on your order. You should also contact our Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.
- I still have questions regarding payment.
Visit Klarna app Klarna’s Customer Service page for a full list of FAQ’s, live chat and telephone options.
- Who is Klarna?
