Q. Why do I not receive my items all together?
A. At Baby Bare we have carefully hand picked a number of suppliers to produce your gift. If you have placed a multi order, the products will be sent directly to you from the relevant manufacturer. Please allow a 28 day waiting period for your products to arrive before contacting us.
Q. What do I do if 28 days have passed, and all my goods haven't arrived?
A. If you have waited longer than 28 days, we suggest that in the first instance you check in person at your local Royal Mail sorting office, as it is not uncommon for items to be there without your knowledge.
If you have ordered from our Website but have not received an order acknowledgement, then it is likely that your order did not actually reach us: this could be for any one of a number of technical reasons (including providing us with an incorrect email address to reply to).
When you do contact us, we will require your Customer Order number, so that we can trace your order details.
Providing a full 28 days have elapsed from the date that we received your order, we will contact the relevant supplier to find out the status of your order. We will then contact you to provide you with this information and to advise you how to proceed.
Q. Can I return personalised goods if they are not received within 28 days?
A. We do not accept orders for personalised goods contingent upon a delivery date, as the items cannot be re-sold to any other customer. We do of course strive to ensure that delivery is achieved well within the timeframes specified, and this is usually the case.
However, where a customer specifies that a delivery date is critical (particularly if it within the usual delivery timeframes), we can only offer to do our best to meet that delivery date, but this does not constitute a guarantee. Consequently you the customer must decide whether you wish to proceed at your own risk.
Q. What happens if I do not collect my parcel from the Royal Mail Sorting Office, or contact the courier service to arrange for delivery at a future date?
A. In both instances the delivery service should put a card through your letterbox to advise you that a) they have made a delivery attempt, and b) the address and contact telephone number where you can arrange to pick your parcel up (Royal Mail) or have it delivered on a more convenient date (courier).
The Royal Mail will hold your package at your local sorting office for 3 weeks before returning it to us. The courier services will try delivering on two consecutive days (excluding weekends) if they are not successful they will put a further card through the door advising the location of the local depot it has been kept at to enable the recipient to collect the parcel in person. This will be held for an additional 5 days before being returned to Baby Bare. If the couriered parcel is returned to our premises a redirection charge of £15.00 inc VAT will apply for which we will contact you via email.
Q. Can I return a personalised item?
A. As each item is personalised especially for the individual it is not possible to provide a refund as your order has no re-saleable value. If you are in any doubt about the suitability of an item, then we would recommend that you contact us first for a fuller description before you decide to purchase it.
Q. The personalised item I've received has an error on it. What do I do?
A. At Baby Bare we are proud of the quality of workmanship, but sometimes errors do occur. If the error that has been made is the fault of Baby Bare or any one of our suppliers, we will have the item remade correctly and delivered to you at no additional cost. However, if the error can be shown to be yours, then we may be able to have the item amended, or remade at a discounted price, depending on the item(s) involved. Please ensure you contact us immediately by email on enquiries@babybare.com or by calling our order line on 01268 799085 so that we can establish where the fault lies and what actions to take. (A supplier error can be easily identified if the details on the product differs from those on the Order Confirmation form).
Q. What do I do if an item arrives damaged?
A. Please ensure you contact us immediately either by email to enquiries@babybare.com or call our order line on 01268 799085, please provide us with full details of the fault or damage. Do not return the item until you have spoken with us, as we have a number of different procedures depending on the product that has been damaged.
Q. How do I return Goods?
A. Once you have contacted us, and we have confirmed that we want you to return the item(s), you must ensure that the goods are appropriately packaged to ensure that they arrive in perfect condition. We strongly recommend that you get a "Proof of Posting" certificate (free of charge) from your Post Office, as you will need this to make a claim from the Royal Mail should the package be lost or damaged on its journey back to us.
Q. What payment methods do you accept?
A. Baby Bare Company accepts Visa, MasterCard and American Express. You can also pay by check. Making your cheque payable to Baby Bare Company Limited and sending to:
Ordering Department
Baby Bare Company Limited
PO Box 1
BENFLEET
SS7 5DU
United Kingdom
Payments on-line are through World Pay, and this means you will be advised instantly whether your order has been successful, and removes the need Baby Bare (or anyone) to see your card details, this increased security reduces potential fraud even further. By selecting the "Confirm Order" button you hereby accept that you are instructing us to charge your credit/debit card the amount due to us as shown in your electronic order form in the "TOTAL". You undertake that all details you provide to us for the purposes of purchasing products are correct, that the credit/debit card you are using is your own and that there are sufficient funds to cover the costs of the products. World Pay provides a secure link for your transaction details. As we are not responsible for the operation of this secure link we will not, unless we are negligent, be liable for any loss you may suffer if a third party obtains unauthorised access to any information you provide via this link.
If products are not available for any reason after we have accepted your order, we will let you know and will refund any amounts already paid by way of a credit to your credit card/debit card account
