General
The following Terms and Conditions apply to the purchase of products and services provided by the House of Baby Limited (referred to as 'House of Baby') via our website(s), email and/or telephone sales. Customer present purchases within our showroom(s) are governed under separate 'face to face sale' consumer laws and protections.
These Terms and Conditions may change without prior notice, therefore you should review them fully before you complete a purchase with us. You are required during the checkout process to acknowledge your having read and understood them fully before you can complete an order with us.
These Terms and Conditions shall be governed by and construed in accordance with the law of England and the parties hereby submit to the exclusive jurisdiction of the English courts.
Payment & Order Acceptance
Payments: House of Baby accepts all major credit and UK debit cards through our Secure Payment Processing providers CreditCall/Actinic Payments.
Please Note: Payments are deducted at the time of ordering with us and are processed in GBP (UK Pounds). This secures your order with us and/or with the supplier/distributor of the products concerned. We do not accept or process orders without a payment being conducted and suitable anti-fraud checks having been satisfied.
Order Acceptance: Orders placed with the House of Baby and the order confirmation email sent as a result of an order with us, does not form an acceptance of that order from us, just confirmation of the order receipt. The House of Baby reserves the right to decline to process an order from a person or company at its sole discretion.
The House of Baby reserves the right to alter the specifications on the products featured within the website without prior notice. All sizes, weights, colours and descriptions shown are intended as a guide only and are approximate (errors within these details accepted). The representation of colours are approximate, due to the limitations of photographic and calibration of different output devices. If you are at all unsure, then please contact us.
Security & Payments
The House of Baby uses Actinic Payments as our processing system for secure online and offline (telephone) payment processing, that is powered by Creditcall, a robust and reliable back-end infrastructure that processes millions of transactions each month that connects to the high street bank clearing systems.
At the House of Baby we do not retain any card details within our systems, with all such details entered at the payment processing stages being maintained and processed by the payment processing systems under full PCI-DSS Level 1 compliance.
All payments are subject to highly sophisticated fraud screen processes through the 3rd Man, 3D Secure, CVV2 and Address Verficiation systems for the best in card holder protection. When placing your order, you must detail the true and correct card holder details and address. If incorrect details are provided, we will not process the order without further verification and proof of identity, that can include your providing a land line telephone number for the invoice and/or delivery address, scanned copies of your driving licence (card and paper parts), utility bills and/or bank/card statements showing your name and address for the invoice and/or delivery address. This is to protect the real card holder from the hassle of unauthorised usage.
At the House of Baby, all online and telephone orders are only accepted if paid for at the time of ordering.
Delivery Schedule
House of Baby provides estimated availability and delivery/despatch schedules (products en route to us available upon request) for products which are not available for immediate despatch. These are approximate and can, on occasion, be affected by delays in receipt from our suppliers. Where possible, all delays in receipt of our deliveries will be advised to customers awaiting information about affected products, but can not be guaranteed in all cases.
Unless otherwise stated against a product or against options within a product for earlier or later availability, such as out of stock items & en route items; all orders will normally be processed and despatched/completed within 7 working days of payment receipt as a maximum duration for mainland UK areas (Highlands, Islands, Northern Ireland Channel Islands and mainland Europe destination will take longer). Pre orders are as per each items unique stated delivery schedule.
Shipping And Handling
House of Baby provides shipping services and applies charges based on a number of different criteria (according to product type, delivery destination and/or shopping basket value). Charges for shipping are applied in full or detailed as the minimum applicable for your order at the time of completing an order with us.
House of Baby offers a 'One Hour' delivery slot notification service for UK mainland deliveries. This means that on the day of receipt, you will receive an email and/or text message (normally between 8am and 9am), detailing an hour slot within which your delivery should be conducted. Please allow 10 or 15 minutes either side of this window to allow for better or worse traffic conditions, and is supplied as a guide only.
Note: * Some products will include within its details (description, more info and/or options) further additional shipping and/or deliver and build charges, when applicable.
The following details when and how much we charge for the delivery of your order made with us:
FREE Delivery within mainland UK for orders over £40 (exceptions on certain products apply).
Note: We deliver to all UK delivery addresses and a select number of European destinations. Please check the list of European destinations that we deliver to further down within this page.
Mainland UK (Large or Courier elected Items):
Despatched within 1 full working day and then next working day (Mon to Fri excluding bank holidays) delivery (via courier): FREE
UK (Small Items and/or under £40):
Despatched within 2 full working days and then 5 - 7 days delivery (via Royal Mail): £3.99 or upgrade to a courier delivery starting from £5.99.
Important: If one or more items is not in stock at the time of order, then despatch will be conducted within 1 full working day once all items are in stock using the selected delivery method.
Note: Acceptance of your order and its subsequent despatch to you depends on completion of anti fraud checks. To ensure the prompt despatch and receipt of your order, we recommend that you use Verified by Visa or MasterCard SecureCode when conducting your online payment with us.
1. House of Baby will process all orders as promptly as possible and despatch those orders as promptly as is possible. However, whilst every effort has been made with our selection of courier, we can not be held responsible due to delays in receipt due to conditions beyond our control experienced by the courier transit of the product, be this late delivery outside of advised time or failure to deliver on the expected day. If you experience any delay from that advised, please contact us and we will try and secure details of any delay directly with the courier and advise when delivery will occur and any reason for such delays. Delivery schedules for items delivered to destinations outside of the UK are approximate only, where deliveries can pass through many different countries en route to the end destination, where local conditions can affect the speed of such deliveries.
Important:
2. Non Mainland UK deliveries can take between one and three days to be delivered after despatch, depending on location even when sent using a Courier.
* 3. Some items are not included under the FREE delivery offer. This is generally furniture items (Boori & Mamas & Papas furniture), with each occurrence of such delivery charges where applicable, detailed within the product details for each product where possible and later confirmed with you upon placing an order.
4. Highlands & Islands, Northern Ireland and Channel Islands are not classed as Mainland UK by our courier and thus attracts a standard delivery charge of £14.95 (up to 10kg in weight) and then £1.00 per additional kg for all orders (this is shown online during the checkout process when you select the delivery destination).
5. European deliveries start from £20 depending on the destination (up to 10kg), with each additional kg charged at £1.75 per kg. Your shopping cart will show the delivery cost when you select the delivery destination. European mainland destinations currently accepted are : Belgium, France, Germany, Ireland, Luxembourg, Netherlands, Austria, Denmark, Czech Republic, Italy, Slovakia, Span, Estonia, Finland, Hungary, Poland, Portugal, Sweden, Slovenia, Bosnia-Herzegovina, Bulgaria, Greece, Latvia, Lithuania and Romania. Please note - we will not deliver to islands off the mainland of the listed European destinations unless additional delivery fees have been agreed in advance.
6. For the avoidance of doubt, the following postcodes are classed by our courier as Highlands and Islands: AB30-38, AB44-56, FK17-99, G83, IV1-28, IV30-39, IV52-54, IV63, KW1-14, PA21-33, PA34-40, PH18-26, PH30, PH31-41, PH49-50, HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE1-3.
Courier Delivery Receipt: Upon delivery of your order via our couriers, you must sign for all goods as unchecked. Failure to do so may result in prolonged delays in processing your claim for any damaged or missing items, if reported once the courier has left the premises.
Should our courier attempt to make delivery when you are not at home, they will leave a calling card with consignment details along with the telephone number of their local depot so that you can arrange re-delivery on a suitable day to you. You will also be able to collect the goods from their local depot, but should arrange this with them within a couple of days of the original failed delivery attempt. Should the calling card not be responded to and no self collection having occured, then the goods will automatically be re-directed back to us, and you should contact us about re-delivery of the ordered items. If re-delivery is required at this point, then you will be charged a carriage fee for the subsequent re-delivery, which will be advised and charged to your initial card payment method, or an alternate card payment method you provide to us. If the order is cancelled and delivery having occurred and/or failed, we reserve the right to retain the original delivery and collection cost (whether charged or not at the time of ordering) to cover our costs incurred in conducting the delivery, which will be decided on a case by case basis.
Separate Shipping: Delivery of an order is conducted within a 'single shipment' to the delivery address. We do not separately deliver individual items unless otherwise agreed in writing. Shipping is conducted once all items within a full order is available for shipment (as detailed by the item with the longest lead time at the time of ordering). Separate delivery where the item(s) from your order is shipped direct from the supplier/distributor will not incur any additional shipping charges in excess of those stated or advised during the purchase process. If you require separate shipping of one or more items prior to the full order being available for despatch (if one or more items are listed as out of stock), please contact us so that the arrangements and details can be discussed. Note: Supplemental shipping charges may apply and will be advised upon your separate shipping request being received and processed. Under certain conditons, House of Baby may offer to provide separate shipping of orders, due to unforseen delays of one or more items to us, in such cases supplemental shipping fees may be waived. In all cases where an order is shipped under two or more shipments, you agree for House of Baby to complete your pre authorised payment once 50% or more of your order has been despatched to you.
Back Orders
In the event that the House of Baby provides separate shipping of an order (See: Shipping & Handling above), the items that are awaiting despatch after the initial shipment will be placed into a new 'Back Order'. This is a separation of what has been shipped and what is awaiting shipping. In such cases of part shipment and a back order being created, your order number will remain the same, with the addition of '/B1' appended to the end of the order reference number for the remaining items awaiting despatch to you. You can still refer to your original order number when contacting us about your order (including back orders).
Cancellations, Refunds & Exchanges
Cancellations: You have a statutory right to cancel your order within 7 working days from the date of receipt and to receive a full refund (See: Refunds below for refund details) for item(s)* purchased from us online or over the telephone.
* This does NOT apply to items which are made to order, custom built, special order with the supplier/manufacturer , furniture or nursing chairs, or items which can not be returned due to hygiene reasons, or furniture which has been provided with a deliver and build/assembly service; unless faulty.
The following products are NOT covered by the 7 day cancellation period nor can the order be changed for an alternate product once the order has been placed with us as they are special order products: Deposits or full payment on Dutailier nursing chairs and stools, Silver Cross Coach & Childs prams & Boori furniture. Ensure the item you order is exactly as required, as you are entering into a contract for such items which can not be changed once we have placed the special build or delivery order with the manufacturer.
Cancellation notification procedure: All cancellations must be submited via phone, online request form, letter or fax, as per the Distance Selling Regulations 2000. Cancellations conducted over the phone are not deemed as accepted until you receive written confirmation from us (this will be in the form of an email transcript/summary of your phone request). See our contact details for further contact information.
Refunds: The House of Baby endeavours to process agreed and accepted part/full refunds within 2 working days of our confirmation/agreement, but the payment can take longer to appear on your card statement. Please allow a maximum of 10 working days for receipt of any refund to appear on your card statement. Confirmation of any refund(s) due will be advised in writing via email when ever applicable.
We will not refund delivery charges when an item is simply unwanted and reserve the right to charge for the original delivery and reduce any refund due by adding a delivery charge, even if the item was delivered free of charge, inline with our standard delivery costs.
Exchanges: The House of Baby want you to be happy with your purchase. If you are not satisfied with your new purchase, we will exchange any unused item provided it is returned in an unused and saleable condition, in its original and undamaged packaging, under our Returns Policy procedures.
If we find that an item has not been returned to us in a resaleable condition, not the original supplier packaging or damaged, then we reserve the right to refuse a refund and contact you to discuss your collection/receipt back of the item(s). We will always refund any delivery charges when a product has been returned because it is confirmed and accepted by us as, faulty or damaged upon your receipt of the delivery.
Important: Mattresses (used or with opened packaging), built to order furniture, nursing chairs and special order with the manufacturer 'products', can not be exchanged under any circumstances. Ensure you review the products properly, including availability/despatch and finish, before ordering and receipt of such products.
Returns Policy
If you wish to return a product for exchange, credit or refund, please contact us using the support email systems within our website, detailing your order number, date of purchase, requirements for the return of your item(s) with a request for a 'Returns number' from us.
Returns address: Products must be returned to:- Returns Dept, House of Baby 11 - 13 Sunbeam Road, Woburn Road Industrial Estate, Kempston, Bedford, MK42 7BY. Your return number issued by us should be displayed on the paperwork and boxes being returned.
All goods being returned must be boxed in the original package (for items being returned upon its receipt) or securely boxed in an appropriate box and packaged to prevent damage occuring during transit. Items must be returned in an unused condition and fit for sale as new. We can not accept back items that have been used and therefore are not possible to sell as new again under any circumstances.
Note: We can NOT process a return without a valid 'Returns number'.
Return Costs: House of Baby can arrange a courier collection of returned items (that are not damaged upon receipt) - at your cost and charges starting from £25.00 per collection up to 20kgs, and 50 pence per kilo thereafter (for mainland UK collections). We do not refund your return postage or postage and packaging unless as a result of damaged on receipt or incorrect picking of your order, where we have agreed on a suitable means for returning the item(s) concerned.
In the event of items being returned under warranty repairs or servicing, the buyer agrees to return any items at the buyers own cost, or to return the item by hand to the nearest House of Baby retail outlet under prior arrangement).
Your statutory rights are not affected.
Prices, Taxes & Financials
Prices: Prices are shown in GBP (UK Pounds) and are correct at the time of publication to our website, although errors can be made (both in increase and decrease price). If an order is received where a price error is evident, we will endeavour to honour the price where possible, but not below operating cost and we therefore reserve the right to refuse to accept the order under the Order Acceptance paragraph shown at the top of our terms and conditions.
Package & Price Reducing Extras: Packages and products that have included and/or optional price reduced extras are specially priced and only applicable under the purchase of the package or in conjunction with the main item. Package purchases and main items with reduced price extras are broken down into component parts (items) within the checkout, with each item assigned a price/value. In the event that one or more items are cancelled from a package, main item or its optional price reduced extras, the original ordered price for the item(s) is by default; null and void, and the then current 'Our Price' as per for individually purchased item(s) will be effective on the remaining item(s) within the package or remaining items.
Taxes: All orders delivered within the United Kingdom and the European Union (excluding the Channel Islands) attracts tax at the standard UK rates of 20%, with some items rated at 5%, 2% and zero rates. Some packages incur tax at differing rates, but all prices shown includes tax, which is broken down within your online shopping basket and receipt received with your order.
Financial Liability Exclusion: The House of Baby can not be held financially liable for delays in receipt of item(s) whether known or not known by the House of Baby and/or the customer, including compensation for delay or reimbursment for the purchase of a delayed or cancelled item at greater expense from an alternate supplier, under any circumstances.
Contacting Us
To contact us, please see our full set of contact information within our contact us pages on our website. This includes address, telephone, fax, customer support & information pages, as well as email contact submissions services.
Privacy Policy
The House of Baby do not disclose buyers' information to third parties other than when order details are processed as part of the order fulfilment. In this case, the third party will not disclose any of the details to any other third party.
Cookies are used on this shopping site to keep track of the contents of your shopping basket , to store delivery addresses if the address book is used and to store your details if you select the 'Remember Me' Option. They are also used if you have logged on as part of that process. You can turn off cookies within your browser by going to 'Tools | Internet Options | Privacy' (in Internet Explorer) and selecting to block cookies. If you turn off cookies, you will be unable to place orders or benefit from the other features that use cookies.
Data collected by this site is used to:
a. Take and fulfill customer orders
b. Administer and enhance the site and service
c. Issue a unique identifier (e.g. order number and/or customer login)
d. Monitor customer account status beyond that required for individual purchases
e. Only disclose information to third-parties for goods delivery purposes
A requirement of placing an order with us, is that you accept that we may need to contact you in the future with regards to specifically the item(s) you have purchased through us. This will under this usage NOT be for marketing or additional sales purposes, but to advise in the event of manufacturer product recalls or product advisory notices. A separate and optional marketing opt-out choice is provided for you during the checkout process to decline receipt of marketing email communications from us.
