Frequently asked questions

Ordering

How do I know my order went through?

We email you a confirmation once we have accepted your order. That confirmation email is the point at which the contract between us starts — not the moment you finish checkout. If you have not had one within a few hours, check your spam folder and then email us.

Can I change or cancel my order after I have paid?

Email us straight away and we will try. Some items go directly to our supplier for dispatch, so we cannot always catch it in time. Either way you still have 14 days from receiving the order to cancel it — see Delivery & Returns.

Do you charge VAT?

No. We are not VAT registered, so no VAT is added to our prices. The price you see is the price you pay, plus delivery where it applies.

Safety

Are your products safe for a baby?

We only list a product when we are satisfied it meets UK product safety requirements for the use we describe. Where we cannot evidence that, the product does not go on sale — and some items have been pulled for exactly that reason. If you ever want to know what we hold on a specific item, email and ask. We will tell you plainly, including if the answer is that we are still waiting on it.

What about swaddling and safer sleep?

Our muslins and wraps are general-purpose baby cloths. They are not sleep bags and they are not tested to the sleep-bag standard, so please follow current NHS and Lullaby Trust safer-sleep guidance rather than ours. In short: keep your baby's head uncovered, do not let them overheat, and avoid loose bedding in the cot for the first year. If you are unsure how to swaddle safely, your midwife or health visitor will show you.

Is there age guidance on your products?

Yes, where it applies it is on the product page. If a product does not carry age guidance and you think it should, tell us — that is a fault on our side and we want to know.

Delivery

Where do you deliver?

UK addresses only at the moment.

How long will my order take?

Within 30 days at the latest, and normally much sooner. The estimate for each item is shown on its product page and again at checkout.

Where do your items ship from?

Some are sent directly by our suppliers, and some of those suppliers are outside the UK. Those items take longer to arrive than a parcel posted within the UK. We tell you the estimate before you buy rather than after.

Will I have to pay customs charges?

No. Where an item comes from outside the UK we pay any import duty and tax ourselves. You will never be asked for extra money by the courier.

My tracking has not updated in days — is my parcel lost?

Probably not. International tracking often goes quiet in transit or while a parcel clears customs. Email us with your order number and we will chase the carrier. If your order has not arrived within 30 days of ordering, you can cancel for a full refund.

Returns

What if I change my mind?

You have 14 days from receiving your order to cancel, for any reason, and you do not need to give one. It applies to everything we sell, including sale items. You pay the return postage. Full detail is in Delivery & Returns.

What if it arrives damaged or faulty?

That is on us, not you. Email us a photo within 30 days of delivery and you can have a full refund. We pay any postage, and in most cases you will not need to send it back at all.

Are there things I cannot return?

Personalised or made-to-order items, and sealed hygiene items once opened. We say so clearly on the product page before you buy. This never affects your rights if something turns out to be faulty.