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FAQ's - Frequently Asked Questions

  • Delivery
    1. 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* (£4.95 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

      Northern Ireland (BT1-99)
      Isle of Man (IM1-99)
      Scilly Isles  (TR21-25)
      Republic of Ireland
      Guernsey (GY1-99)
      Jersey (JE1-99)

      

      Out of Area Surcharges

      These are in addition to the standard £4.95 delivery charge for orders under £49.99.

      Item descriptionDelivery 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?

    2. When will I receive my order?

      Online4baby.com offers a Free Express Next Working Day Delivery Service to most of the UK mainland on all orders over £49.99* (£4.95 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 4pm
      Tuesday
      Wednesday
      Tuesday Before 4pm
      After 4pm
      Wednesday
      Thursday
      Wednesday Before 4pm
      After 4pm
      Thursday
      Friday
      Thursday Before 4pm
      After 4pm
      Friday
      Monday
      Friday Before 4pm
      After 4pm
      Monday
      Tuesday
      Saturday Before 4pm
      After 4pm
      Tuesday

      Sunday Before 4pm
      After 4pm
      Tuesday

      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, ZE1-3

      Northern 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 4pm
      Wednesday
      Thursday
      Tuesday Before 4pm
      After 4pm
      Thursday
      Friday
      Wednesday Before 4pm
      After 4pm
      Friday
      Monday
      Thursday Before 4pm
      After 4pm
      Monday
      Tuesday
      Friday Before 4pm
      After 4pm
      Tuesday
      Wednesday
      Saturday Before 4pm
      After 4pm
      Wednesday
      Wednesday
      Sunday Before 4pm
      After 4pm
      Wednesday
      Wednesday
      This excludes bank holidays – There are no collections or deliveries on bank holidays. Please allow 1 extra day for your delivery.

      Still Unsure?

    3. 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.

       

    4. 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.

    5. Do you deliver on a Saturday?

       Yes, 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*

    6. Can I specify a delivery date?

      On 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.

    7. Will I receive a text message when my item has been despatched?

      Yes, 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.

      1 Hour Delivery Time Slots - Online4Baby

      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!

      Online4Baby 1 Hour Delivery Slots - Get a text!

      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.

    8. CanI 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.

      

    9. Can I request a specific delivery time?

      Online4baby 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 ServiceAdditional 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.

    10. What happens if I am not in to accept my delivery?

      If 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?”

    11. Can I collect my parcel from the depot?

      Yes, 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.**

    12. Can someone else sign for my delivery?

      Anyone 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.

    13. My address is difficult to get to. Can I leave directions for the delivery driver?

      At 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

    14. 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) or contact us on 08708 50 30 70.

      We aim to respond to your enquiry in the quickest possible timeframe.

    15. 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) or contact us on 08708 50 30 70.

      We aim to respond to your enquiry in the quickest possible timeframe.

      **Please note, re-delivery charges may apply if the consignment is refused.**

       

    16. Why has my item been returned to you?

      The 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 TypeRe-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 returns@online4baby.com (please include your order number in the email) or contact us on 08708 50 30 70.

    17. Will the delivery driver contact me before he delivers my item(s)?

      The 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**

    18. How do I authorise the delivery to be left with a neighbour if I am not at home?

      At 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 customerservices@online4baby.com

       

    19. How do I authorise my delivery to be left in a safe place if I am not at home?

       At 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**

    20. Do you deliver to B.F.P.O's?

      No, Our courier (DPD) cannot deliver to B.F.P.O

    21. Do you deliver to PO Box addresses?

      No our courier (DPD) cannot deliver to PO Box addresses.

      

    22. Do you ship international?

      We currently ship to all the United Kingdom, Republic of Ireland and the Channel Islands.

  • Delivery (Nursery Furniture)
    1. Do I qualify for Free 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. The courier we use is TUFFNELLS who provides a Free Express Next Working Day Delivery Service to most of the UK(see exceptions below)on all orders over £49.99*(£4.95 on orders under £49.99). The contracted hours for deliveries of FREIGHT GOODS are between 8am and 6pm (a full working day).

      Please note**The Free Delivery on Freight goods will only be attempted once with our dedicated courier service Tuffnells. 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
      HS1-9, IV1-63, KA27-28, KW1-17, PA20-88, PH17-50, ZE1-3

      Northern Ireland (BT1-99)
      Republic of Ireland

      Isle of Man (IM1-9)
      Isle of White (PO30-42)
      Scilly Isles  (TR21-25)
      Guernsey (GY1-99)
      Jersey (JE1-99)

      

      

      Out of Area Surcharges

      These are in addition to the standard £4.95 delivery charge for orders under £49.99.

      Item descriptionDelivery 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?

    2. When will I receive my order?

      FREIGHT GOODS are delivered between 8am and 6pm (a full working day). Specified delivery times are not available.

      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. The courier we use is TUFFNELLS who provides a Free Express Next Working Day Delivery Service to most of the UK(see exceptions below)on all orders over £49.99*(£4.95 on orders under £49.99). The contracted hours for deliveries of FREIGHT GOODS are between 8am and 6pm (a full working day).

      Specific delivery times are not available so it is extremely important to make sure someone is available at the delivery address all day 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 will only be attempted once with our dedicated courier service Tuffnells. Any missed deliveries will incur a second attempt redelivery charges of £5 per parcel.

      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 the Scottish Highlands & offshore Islands as listed below).

       

      Expected delivery days from time of order
      Payment Made Items Received
      Monday Before 4pm
      After 4pm
      Tuesday
      Wednesday
      Tuesday Before 4pm
      After 4pm
      Wednesday
      Thursday
      Wednesday Before 4pm
      After 4pm
      Thursday
      Friday
      Thursday Before 4pm
      After 4pm
      Friday
      Monday
      Friday Before 4pm
      After 4pm
      Monday
      Tuesday
      Saturday Before 4pm
      After 4pm
      Tuesday

      Sunday Before 4pm
      After 4pm
      Tuesday

      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
      HS1-9, IV1-63, KA27-28, KW1-17, PA20-88, PH17-50, ZE1-3

      Northern Ireland (BT1-99)
      Republic of Ireland

      Isle of Man (IM1-9)
      Isle of White (PO30-42)
      Scilly Isles  (TR21-25)
      Guernsey (GY1-99)
      Jersey (JE1-99)

      
      Expected delivery days from time of order
      Payment Made Items Received by
      Monday Before 4pm
      After 4pm
      Wednesday
      Thursday
      Tuesday Before 4pm
      After 4pm
      Thursday
      Friday
      Wednesday Before 4pm
      After 4pm
      Friday
      Monday
      Thursday Before 4pm
      After 4pm
      Monday
      Tuesday
      Friday Before 4pm
      After 4pm
      Tuesday
      Wednesday
      Saturday Before 4pm
      After 4pm
      Wednesday
      Thursday
      Sunday Before 4pm
      After 4pm
      Wednesday
      Thursday
      This excludes bank holidays – There are no collections or deliveries on bank holidays. Please allow 1 extra day for your delivery.

      Still Unsure?

    3. 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.

       

    4. 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.

    5. Do you deliver on a Saturday?

      No Sorry, We cannot deliver these products on a Saturday.

    6. Can I specify a delivery date?

      On 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.

    7. Will I receive a text message when my item has been despatched?

      With Nursery Furniture deliveries, due to the size of the vehicles and the special handling required, timed deliveries via text message are not available. You will receive a dispatch notification via email on the evening of despatch where there is a link to track your order. On the day of delivery it is important that you make yourself available at the address between the times 8am to 6pm( a full day)

       

       

       

    8. Can I request a specific delivery time?

      With deliveries which are FREIGHT GOODS, due to the size of the parcels and the special handling required, timed deliveries are not avavilable. The customer has to make themselves available at the delivery address all day between 8am and 6pm to sign for the parcel(s).

    9. What happens if I am not in to accept my delivery?

      It is extremely important to make sure someone is available at the delivery address all day (between 8am and 6pm) to sign for the parcel(s). A Contact telephone number must be provided to Online4baby when placing an order.  You can request at order checkout that a neighbour can sign for the parcels if you are out.

      Please note**The Free Delivery on Freight goods will only be attempted once with our dedicated courier service Tuffnells. Any missed deliveries will incur a second attempt redelivery charges of £5 per parcel.  

      If 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(s) back to the local depot for a re-attempt at the delivery address the next working day.  You can re-arrange delivery direct with our courier from the details left on the calling card.   Should no contact be made with us or the courier direct within 3 days from 1st delivery attempt and the goods are returned back to Online4baby, a return charge of £10 per parcel will be incurred– see FAQ “Why has my item been returned to you?”

    10. Can I collect my parcel from the depot?

      Yes, certainly.  You can collect your item(s) from your local depot after the first attempt on delivery has taken place. You can do this by following the instructions from the calling card left by the driver. Opening times of your local depot will be displayed on the card.  You must call the number on the calling card on the same day as delivery attempt otherwhise the delivery will be re attempted next working day and a re delivery charge of £5 per parcel will be incurred.

      Please note that for security reasons, we ask that you bring the following forms of identification with you:
      The card the driver left
      Photo ID(passport or driving licence)
      Current utility bill or council tax bill confirming your address.

      **A collection cannot be arranged for the same day as the failed delivery occurred.**

    11. Can someone else sign for my delivery?

      Anyone is able to sign for the delivery, as long as they are at the delivery address or alternatively, if you have requested in the 'Delivery Instructions' when going through the checkout process "Leave with a neighbour", your neighbour then can sign for this delivery.

    12. My address is difficult to get to. Can I leave directions for the delivery driver?

      At 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

    13. What do I do if I have only received part of my delivery?

      Firstly 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 customerservices@online4baby.com (please include your order number in the email) or contact us on 08708 50 30 70.

      We aim to respond to your enquiry in the quickest possible timeframe.

    14. 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 at customerservices@online4baby.com (Please include your order number in the email) or contact us on 08708 50 30 70. 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.**

       

    15. Why has my item been returned to you?

      The 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 TypeRe-delivery Charge
      Per Box £20.00
         
         

      *These charges do not include out of area delivery surcharges.

      Please contact us by email on returns@online4baby.com (please include your order number in the email) or contact us on 08708 50 30 70.

    16. Will the delivery driver contact me before he delivers my item(s)?

      The delivery driver or your local depot will only attempt to ring a telephone number provided if they are struggling to locate the delivery address.

    17. How do I authorise the delivery to be left with a neighbour if I am not at home?

      At the checkout stage, under the section ‘Delivery Instructions’ you are able to include certain information / instructions for the delivery driver.  For example: 'Please leave with any neighbour either side'

       

       

    18. How do I authorise my delivery to be left in a safe place if I am not at home?

      At the checkout stage, under the section ‘Delivery Instructions’ you are able to include certain information / instructions for the delivery driver.  For example: 'Please leave safe round the back'.  Please be aware that the goods are not insured for loss if requested to be left safe.

    19. Do you deliver to B.F.P.O's?

      No, uur courier (Tuffnells) cannot deliver to B.F.P.O

    20. Do you deliver to PO Box addresses?

      No our courier (Tuffnells) cannot deliver to PO Box addresses.

      

    21. Do you ship international?

      We currently ship to all the United Kingdom, Republic of Ireland and the Channel Islands.

  • Ordering
    1. Can I place an order over the telephone?

      Our sales lines are open from 8:30 – 17:00 Monday to Friday (excluding bank holidays). Please call our dedicated sales team on 08708 50 30 70 if you wish to place your order over the telephone. For security purposes we can only deliver the goods to the cardholders address.


      **Please note, calls are charged at the low cost rate of 5p per minute from most landlines.**

    2. 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) or contact us on 08708 50 30 70.

      We aim to respond to your enquiry in the quickest possible timeframe.

    3. 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 sales@online4baby.com (please include the postcode you used when placing the order so that we can cross reference it with our payment server) or call us on 08708 503070.


      We aim to respond to your enquiry in the quickest possible timeframe.

    4. 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.

    5. 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.

      

    6. 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) or contact us on 08708 50 30 70.

      We aim to respond to your enquiry in the quickest possible timeframe.

    7. 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.

      Please Note**For an immediate response-during opening hours 8.30am to 5pm Monday to friday, contact us on 08708 50 30 70, alternatively for an immediate response outside of office opening hours we have 24/7 email support please contact us by email at customerservices@online4baby.com (Please make sure you include your order number on the email).

    8. 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.

      For an immediate response contact us on 08708 50 30 70. You can also contact us by email at customerservices@online4baby.com (Please make sure you include your order number on the email).

    9. 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.

    10. Can I pay in a different currency?

      Online4baby only accept payments made in pounds Sterling.

    11. 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 call us on 08708 50 30 70 to pay direct with credit/debit card and your e-cheque can be cancelled, and the funds returned back to your paypal account.

    12. Can I cancel my eCheque?

      You are able to cancel your eCheque by ringing the sales team on 08708 503070. 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.

      

    13. 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.

      

    14. 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.**

      

    15. 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 customerservices@online4baby.com (please include your order number in the email) or contact us on 08708 50 30 70.
      We aim to respond to your enquiry in the quickest possible timeframe.

  • Returns
    1. What is your returns policy?

      Please click here to view our Returns Policy.

    2. 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 returns@online4baby.com (please include your order number in the email) or contact us on 0161-688-1550.

      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.**

    3. 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 contact us on 08708 50 30 70 or email us at customerservices@online4baby.com (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.

    4. 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 contact us on 08708 503070 or 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.

    5. 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.

    6. 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.


  • Contact Us
    1. 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.

      

    2. What can I do if my enquiry is urgent?

      If you have an urgent enquiry, please call our sales team on 08708 50 30 70 between 8:30 – 17:00 (excluding bank holidays).
      You can also email us as enquiries@online4baby.com and mark the subject as urgent

      We aim to answer all emails in the quickest possible timeframe.

  • Product Information
    1. 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.

    2. 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.

    3. 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.

    4. 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.

  • e-Gift
    1. What is an e-Gift?

      An E-Gift is an Electronic Gift Card sent via email giving you the ideal opportunity to provide a family member or friend with the perfect gift.  Please click here for full details e-Gift.

      

  • Price Match
    1. Do you price match?

      Yes, Online4Baby.com has a price match guarantee. 

      Making an Online4Baby Price Match Request

      Find it cheaper & we'll match the price plus 10% of the difference! terms apply Do you like the reassurance and security of buying from one of the largest discounted nursery retailers in the country, but don't like the idea of paying over the odds? No problem! We are endlessly working to bring you the best possible prices. However, sometimes, somewhere, someone is selling the item you want for less. Let us help you get the best price!

      The Online4Baby Price Match means that whenever you shop with Online4Baby you can be confident that you are getting the best deal possible.

      It's simple. If you find the same product cheaper on any other UK website (including eBay and Amazon stores, but not individual eBay sellers or individual Amazon Marketplace sellers) we'll match the price and give you 10% of the difference.

      To request a price match, simply click the price match link against the product you wish to purchase (it's the Price Match Tag just below the price on the left hand side of the product details page) and fill in the form. We will review the details and reply to you via email within 24 hours. Alternatively, the quickest way would be to ring our sales enquiry line for an immediate response. 08708 50 30 70.

      We do not price match any goods which have already been dispatched or paid for. Price match requests are strictly for new orders only.

      

  • Finance
    1. How do I apply for credit?

      Simply complete the online credit application form, then carefully read the agreement and related information.  If you are happy to proceed, you can sign the agreement online and click a button to send it to the finance company for an instant decision.  If you are approved you will be asked you to pay the deposit online using a credit / debit card.  Upon receipt of your deposit paid, online4baby will be notified by the lender and we will be able to process your order.

      

    2. Will I qualify for finance?

      Please click here to view the Finance information page.

      

    3. Is a deposit required?

      Yes, a minimum deposit of 10% is required.  You can choose to give up to 50% deposit.  This must be payable by credit or debit card upon acceptance.  

      **Variable deposit options are removed when the total amount of credit falls below the minimum required in the finance application

      

    4. How are my monthly payments made?

      All monthly payments are paid by direct debit from your personal bank account.  Typically the first payment will be due around 30 days after the delivery of the goods and subsequent monthly payments will be due every month for the length of your term on that day of the month

      

    5. What length of repayment is available?

      We currently offer finance over 6, 12, 24, 36 & 48 Months.  Please click here for more information

    6. How long does it take to apply online?

      The online application form typically takes less than 3 minutes to complete. Your application is then instantly sent to the finance company and they will typically respond with their decision in around 10 seconds. Some applications may take longer to process.  If for any an instant decision cannot be made an email will be sent the moment the finance company makes a decision

    7. How much can I borrow

      You can apply for finance when your order value totals £500 or more (maximum order value is £5000) Please use our Finance calculator to determine how much you can spend based on your monthly payments.  

    8. Why was I declined?

      Unfortunately we are not given the reason why a customer is declined for credit. The authorisation process is carried out by the finance company and Online4baby has no part in the decision. The decline message is sent to us by the lender with no explanation or justification. The reason for a decline is often that incorrect information has been entered in the credit application form. Please ensure you carefully enter all required information

      

    9. Can I cancel my credit agreement if I change my mind?

      You have the right under section 66A of the Consumer Credit Act 1974 to withdraw from the agreement without giving any reason before the end of 14 days (beginning with the day after the day on which the agreement is made or, if later, the date on which we will tell you that we have signed the agreement). If you wish to withdraw you must give the finance company notice in writing or by telephone or email. The name of your finance company will be clearly shown on your credit agreement.  Please note that if you do give notice of withdrawal, you must repay the whole of the credit without delay and in any event by no later than 30 days after giving notice of withdrawal. You will also have to pay interest accrued from the date the agreement was made until the date you repay it. If you wish to pay by debit card please telephone the finance company. If you wish to pay by cheque please send it by first class post to the finance company. Please allow 10 working days from the day you post the cheque to allow time to process the payment.

      

    10. Can I pay my agreement off early?

      You have the right to repay all or part of the credit early at any time

    11. Is it safe to apply on line? Will my details be secure?

      Yes. It is extremely safe to apply on-line. Your personal information is encrypted before transmission to ensure it cannot be viewed by any unauthorised third party. The Pay4Later finance gateway uses proven techniques to ensure the security and integrity of sensitive data. Our public web servers are certified by Thawte, a leading Certificate Authority, ensuring that both the consumer and the retailer 

    12. Who are Pay4Later?

      Pay4Later is an online finance gateway that links retailers and finance companies.  Pay4Later make it easy for finance companies and retailers to work together to offer consumers fast and convenient point of sale finance. Pay4Later works with reputable, established finance companies.  Consumer credit service is provided by Pay4Later Ltd. Pay4Later are authorised and regulated by the Financial Conduct Authority (Interim Permission Number: 0616240). Registered offices are at 33 St Mary Axe, London EC3A 8AG. For more information please refer to www.pay4later.com/consumerfaq or visit www.pay4later.com

      Finance is provided through the Pay4Later platform by a number of lenders. You will be offered the best rate available based on your credit history and our lenders’ credit decision policies. You will be informed who the lender is at the point the loan is offered, and provided with their full contact details.

      

      

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