1. How is my order delivered?
Our orders are delivered using Royal Mail or our courier DPD Local.
All orders to the Channel Isles, Northern Ireland and BFPO addresses are delivered using Royal Mail for parcels under 2kg and a chosen courier for heavier items.
Orders to Europe are despatched using our chosen method deemed appropriate for the order received. This is usually by standard airmail or using our chosen courier DPD.
- Delivery Charges
- FREE Economy Delivery on all orders. (5-7 working days) – By Royal Mail 2nd Class or our chosen courier for heavier items
- £3.95 Priority Delivery (2-4 working days) – By our chosen courier DPD Local, Royal Mail or My Hermes. Provides online tracking information with a pre allocated 1hr delivery slot on the day of delivery* (*delivery by DPD only for pre allocated delivery).
- £5.95 Express Delivery (1 -2 working days*) – A next working day delivery service using our chosen courier DPD Local. Provides online tracking information and a pre allocated 1hr delivery slot on the day of delivery.
*Orders must be received before 12pm for next working day delivery. The earliest delivery to non mainland UK addresses and Scottish Highlands is 2 working days.
Channel Isles, Northern Ireland and BFPO** addresses: Delivery is Free for small items weighing up to 2kg using our economy service. An additional charge will be made for items over 2kg that can not be despatched using standard Royal Mail. You will be contacted prior to despatch and before any further delivery charges are applied to your order.
**Please note we can not offer an express delivery service to BFPO addresses
Delivery to European destinations is charged at £20 / Rest of World £25 as standard for small packets up to 2kg. An additional charge made be made for orders over 2kg, if this is the case we will contact you in advance of shipping your order to advise you of the additional charge. If the additional charge is not acceptable to you, you may cancel your order and receive a full refund.
- How long does delivery take?
We aim to despatch all of our orders as quickly as possible, this is usually within 2 working days of the purchase being made. (please allow extra time over busy and bank holiday periods)
Mainland UK delivery using our Free shipping service is estimated between 5 and 7 working days. Delivery using our Priority service is estimated between 2 and 4 working days and delivery using our Express delivery service is estimated between 1 and 2 working days.
Orders must be received before 12pm to guarantee next working day delivery using our Express service. Express delivery orders placed before 12pm on a Friday will be delivered on the following Monday or next working day if this falls on a Bank Holiday.
Delivery to non mainland UK addresses will take a minimum of 2 working days using our Express delivery service or 5-10 working days using our Economy or Priority delivery services
Delivery to Europe and the rest of the world usually takes between 10 and 20 working days depending on the location.
- What if an item in my order is out of stock?
We aim to keep all of our items in stock unless otherwise advised on our website. In the unlikely event that an item you have purchased is out of stock we will contact you either by email or by telephone to notify you of the situation and discuss the options available to you. You will always be given the option to cancel your order if you are not satisfied with the alternatives available.
- What if I am out when my delivery is attempted?
Both Royal Mail and our couriers DPD Local are instructed to leave a calling card to advise you if a delivery attempt is made whilst you are out. You will then simply need to follow the instructions left on the card to rearrange delivery or to collect your item from a secure location.
- What if my order does not arrive?
In the unusual circumstance that your order does not arrive please contact us by email to email@example.com or by telephone on 01858 433 775 and a member of our friendly customer service team will be happy to help you.
Please note a Royal Mail package is not declared as lost until 15 working days have passed since the date of dispatch. Unfortunately, we are therefore unable to replace or investigate any items sent using our economy delivery service until this date has passed.
We will not accept any responsibility for lost or undelivered items as a result of incorrect delivery information being supplied. You are fully responsible for ensuring the information you are supplying is complete and correct at the time of placing your order. Should you realise an error has been made within the information you have supplied please contact us as soon as possible and we will do our best to amend the information if your order has not already been processed and despatched. We are unable to amend any details once an order has been marked as despatched.
- How can I track my order?
All orders despatched to mainland UK addresses using our Priority or Express delivery services will be issued with a tracking number to enable you to track the status of your order online at www.dpdlocal.co.uk or www.track2.royalmail.com
An email address or mobile telephone number will be used to provide you with a notification prior to delivery if your order is despatched using our couriers DPD Local, this will also be used to notify you of the pre allocated 1hr delivery slot on the day of delivery.
If you have any further questions regarding your delivery please contact us by email to firstname.lastname@example.org or by telephone on 01858 433 775 and we will be more than happy to help and advise you in any way we can.
I want to return my item. How do I do this?
We offer a FREE 60 day returns policy.
Once you receive your order if it is not what you expected or it is not quite right for you then we can accept a return.
You must notify us and return the item(s) within 60 days of the date of purchase by contacting us at email@example.com or telephoning us on 01858 433 775, providing us with a brief statement of why you wish to return your item along with an order number. This will enable us to trace your order within our system and confirm your return.
Once you have informed us of your decision to return the item(s) we will issue you with a returns label and returns form via e-mail which you need to print and complete. Upon taking your return to the post office please ask for a proof of postage receipt. We cannot process a refund until the item has been received.
The item(s) you are returning must be in a brand new, resalable condition, in the original packaging and be un-worn/un-used. Failure to comply with this may result in a refund being declined and the item being sent back to you.
Once we have received your return we will process a refund promptly via the method of payment used to originally purchase the item. Any postage paid at the time of purchase is non-refundable unless the item is found to be defective.
We can only provide a refund with proof of purchase.
I want to exchange my item, how should I do this?
We will be happy to offer you an exchange following the same procedure for returning an item as detailed above. Following the same steps as above, please contact a member of our customer service team to advise us of your wish to exchange an item.
Once we have received your return we will dispatch your exchange.
My item has developed a fault, what can I do?
Should an item you have purchased develop a fault within the first 6 months of purchase please contact us by email to firstname.lastname@example.org or by telephone on 01858 433 775
We will need to know exactly what is wrong with the item, when you noticed this, when you purchased the item and the order number or proof of purchase so that we can trace your details within our system.
We may also require some photographs of the fault for reference so you may wish to take some photographs in advance of contacting us if the fault is something that can be seen visually.
If an item is deemed to be faulty then we will do our best to provide you with an exchange for the same item, if we no longer have the same item available a suitable alternative will be discussed with you.
Unless an item has been given an extended guarantee by the manufacturers a product purchased from ourselves will have a warranty of 6 months for manufacturers faults. When assessing whether an item is faulty we will consider whether the fault is as a result of manufacturing or general wear and tear and act accordingly. If you are requested to return and item to us for assessment we will refund the cost of the return postage or alternatively provide you with a prepaid returns label.
If necessary, how do I return a faulty item?
If the item is required to be sent back we will instruct you on how to move forward with this.
Please inform us before you return any faulty item and be specific about why you wish to return the item to us. It is important to us that when dealing with a faulty item we ensure the least amount of disruption to you the customer and it may not therefore be necessary for every faulty item to be returned to us, the more we know about the problem with an item you have purchased the easier it is for us to resolve the problem for you.
What address do I return an item to?
Baby Lurve Returns
Unit 8 Park Farm
Tel: 01858 433 775
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