Frequently Asked Questions (FAQ)

1. Orders & Shipping

Q: How long will it take to process my order?

A: Orders are usually processed within 1-2 business days. During busy periods or holidays, processing times may vary slightly. Once your order is dispatched, you’ll receive a confirmation email with your tracking information.

Q: How long does delivery take within the UK?

A: Standard UK delivery typically takes 3-5 working days. We also offer express shipping options at checkout if you need your items sooner. Please note that delivery times may vary during peak seasons.

Q: Do you offer free shipping?

A: Yes, we offer free standard shipping on orders on promotion.

Q: Can I track my order?

A: Absolutely! Once your order is dispatched, you will receive a tracking number via email. Use this number to monitor your delivery status on the courier’s website.

Q: Do you ship internationally?

A: Not at the moment, we ship to mainland UK. However if requested we can do a special delivery to Europe and worldwide. International shipping fees and delivery times will vary based on the destination and will be calculated at checkout.

Q: What happens if I am not home for the delivery?

A: Our courier will usually leave a card with instructions on how to rearrange delivery or where to collect your package. If you experience any issues, please contact our customer service team.

2. Returns & Exchanges

Q: What is your return policy?

A: We accept returns of unworn, unwashed items with tags attached within 14 days of delivery. Please ensure the items are in their original condition for a full refund or exchange. Please visit our Returns Policy page for more details.

Q: How do I return an item?

A: To initiate a return, please contact our customer support team with your order number. We will provide you with instructions on how to send the items back. Please note that return postage costs are the responsibility of the customer unless the item is faulty or incorrect.

Q: Can I exchange an item?

A: Yes, we offer exchanges for items of the same value, subject to stock availability. Please reach out to our customer support to arrange an exchange.

Q: When will I receive my refund?

A: Once we receive your returned items and inspect them, we will process your refund within 5-7 working days. The refund will be issued to your original payment method. Please note that it may take additional time for your bank to process the refund.

3. Products & Sizing

Q: How do I know which size to choose for my baby?

A: We recommend sizing up to allow for growth and maximum comfort.

Q: What materials are used in your baby clothes?

A: Our baby clothes are made from high-quality, organic, and sustainable materials such as 100% organic cotton and bamboo fibers. We select fabrics that are soft, breathable, and kind to delicate baby skin.

Q: Are your clothes safe for sensitive skin?

A: Yes! We use only organic, hypoallergenic materials that are free from harsh chemicals, dyes, and synthetic additives. This makes our clothing ideal for babies with sensitive skin or allergies.

Q: How should I care for your baby clothes?

A: To keep our baby clothes looking their best, we recommend washing them on a gentle cycle with mild detergent in cold water. Avoid using bleach or fabric softeners, and tumble dry on low or air-dry for the best results.

4. Sustainability & Ethical Production

Q: Are your products sustainable?

A: Yes, sustainability is central to our brand ethos. Our products are made from organic and sustainable materials, and we use eco-friendly packaging to reduce our environmental impact. We are committed to ethical production practices to ensure that our clothes are as kind to the planet as they are to your baby.

Q: Where are your clothes made?

A: Our clothes are ethically manufactured in carefully selected facilities that adhere to fair trade practices. We partner with suppliers who meet our high standards for ethical labor, safety, and environmental responsibility.

5. Payment & Discounts

Q: What payment methods do you accept?

A: We accept a variety of payment methods, including major credit and debit cards (Visa, MasterCard, American Express), PayPal, Apple Pay, and Klarna for “buy now, pay later” options.

Q: Can I use multiple discount codes on one order?

A: Only one discount code can be applied per order. Please choose the code that gives you the best deal at checkout.

Q: Do you offer gift cards?

A: Yes, we offer digital gift cards that can be purchased on our website. They make a perfect gift for new parents and can be used toward any item in our store.

6. Gift Services & Packaging

Q: Do you offer gift-wrapping services?

A: Yes, we offer a gift-wrapping option at checkout. For an additional fee, we’ll wrap your order in eco-friendly packaging and include a personalized message for your recipient.

Q: Can I include a gift message with my order?

A: Absolutely! During checkout, you can add a personal message which we will include in the package for your loved ones.

7. Contact & Customer Support

Q: How can I contact your customer service team?

A: You can reach our customer support team by emailing [email address] or by filling out the contact form on our website. We aim to respond to all inquiries within 24 hours on business days.

Q: I have a question that isn’t listed here. How can I get more help?

A: If you have any further questions, please feel free to contact our customer service team. We’re here to help with any queries you may have!

These FAQs are tailored to address the common concerns of UK customers, including shipping within the UK, return policies, product information, payment options, and ethical sourcing. Feel free to adapt these answers to match your brand’s specific practices and policies.