Delivery FAQ's

1. How much is delivery?
2. When will my order be delivered?
3. How will my order arrive?
4. Will I need to be in to take delivery?
5. What if I'm not in to receive a delivery?
6. Do you post outside of the UK?

1. How much is delivery?

All orders will be sent via Royal Mail signed for, to enable tracking in the event a parcel goes missing.

Orders below £20.00, delivery will be £2.95

Orders between £20.00 and £40.00 will be £3.75

Orders over £40.00 will be free of charge

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2. When will my order be delivered?

Orders are usually processed the same day, but during busy times, it can take up to 3 days to process your order. You will receive an order confirmation via email, so please ensure your email address is entered correctly. Once your order has been despatched, you will receive a despatch confirmation email and your tracking number.

Most orders should arrive within 2-3 working days, but we do ask you allow up to 7 working days.

3. How will my order arrive?

Royal Mail or Parcel force.

4. Will I need to be in to take delivery?

Most packages will NOT fit through a standard letter box so someone will need to take delivery. 

5. What if I'm not in to receive delivery?

You will be carded, If you are not in, your order will be returned to the local delivery office or post office. You will be able to collect the item or arrange for delivery another time. A card should be left stating that an attempted delivery was made.

6. Do you post outside of the UK?

We are unable to sell BumGenius, Tots Bots products outside of the UK. Everything else can be sen via international air packets. There is a flat rate fee of  £8.00 for all orders outside of the UK. 

Returns FAQ's

1. What is your return policy?
2. What if my item is faulty?
3. You've sent me the wrong items, what now?
4. How do I return an item?

1. What is your return policy? 

We have a 'no quibble' returns policy. If you change your mind about an item, you may return it unopened, unused, unwashed and in resaleable condition within 7 days  for a refund of the cost of the item or for exchange.

You must submit a return request through your account with us. Once logged in, select 'My Account' > 'Completed Orders' >, from here you will be able to select the 'return items' box next to the order.

Please note, we cannot refund postage costs incurred in these circumstances.

When returning items to us we ask that you obtain a 'certificate of posting' (free of charge) from your post office so that you can claim compensation from royal mail should the parcel NOT reach us. We cannot be held responsible for any items lost in the post.

Once your items are received back to us, we will confirm receipt of them and issue a refund via the method of original payment.

2. What if my item is faulty?

 If you find that a product has a fault please contact us via email in the first instance detailing the fault as some items carry a manufacturer's waranty and therefore your item may need to be sent directly back to the  manufacturer for Quality Control.

To return a faulty item to us, you must submit a return request through your account with us. Once logged in, select 'My Account' > 'Completed Orders' >, from here you will be able to select the 'return items' box next to the order.

Upon receipt of the item, it will be inspected, and we will then offer you a refund or exchange.

When returning items to us we ask that you obtain a 'certificate of posting' (free of charge) from your post office so that you can claim compensation from royal mail should the parcel NOT reach us. We cannot be held responsible for any items lost in the post.

3. You've sent me the wrong items, what now?
You must submit a return request through your account with us. Once logged in, select 'My Account' > 'Completed Orders' >, from here you will be able to select the 'return items' box next to the order.

Items need to be returned to us via 2nd class mail, and packaged appropriately (please see Q4. below for further details on this. Once the item is received, the cost incurred for postage will be refunded to you, and a replacement or refund for the item will be processed according to your wishes.

4. How do I return an item?

Please package the item in appropriate packaging. Not over packed or in heavy boxes, Nappies and other cloth items do not need to be sent in thick protective mail bags.

Items should be post to:

Softbots

48 Stonewood

Bean

Kent

DA2 8BY