Frequently Asked Questions
Frequently Asked Questions and Answers:
Searching for a product can be performed in several ways.
If you know what you want and would like to know if babyworld stocks it then use our Search Engine. This can always be found in the middle at the top of all the pages in the babyworld shop. Once you have your search results simply click on the image to view the product and its description. You may like to browse the site in which case you can either select one of the images on the homepage or use the Department listings on the side of the homepage. A brief description of our categories is below:
Pushchairs - These are items for travelling with your baby. You can choose from lightweight pushchairs, travel systems, all-terrain pushchairs and accessories.
Car Seats - Our car seats section covers a wide range of options from birth are items for travelling with your baby. You can choose from lightweight pushchairs, travel systems, all-terrain pushchairs and accessories.
Going Away - If you're going on holiday we've put together a collection of lightweight pushchairs, travel cots and our top picks for travelling with your baby.
Having Fun - This is where you'll find toys for your baby, including learning toys and bouncing and swing equipment. These range from hand crafted wooden toys to the Teletubbies!
Feeding - Here you'll find everything you need to feed your baby from newborn to toddler, including breast pumps, high chairs, bibs, sterilising equipment and cutlery.
Changing - Everything for changing the baby, changing mats, tables and bags.
Bedding - Sheets and blankets, mattresses, cot toys and bumpers, all chosen to ensure a comfortable and safe nights sleep for your child.
Furniture and Nursery - In this department you will beds for your baby from newborn to their first solo bed and other desirable items for the nursery.
Safe and Sound - Baby gates, monitors and other gadgets and gizmos; designed to keep your baby safe.
Gift Ideas - Stimulating and quality christening gifts and presents for all budgets. Many are unique to babyworld.
Our left hand navigation menu appears on every page within the shop so if you get lost you can always go back to where you started. The babyworld shop contains a number of departments and within each department their are a number of sub-categories. For example within the department "Car Seats" their are sub-categories containing "from birth", "from 9kg (9 months)", "from 18kg (3 1/2 years)", "Accessories" etc.
If you know the product you are looking for e.g. a recaro young sport car seat, you may be better off typing "recaro young sport" into the search box at the top of the page. The search engine will search both the name of the products and the product descriptions to produce it's results.
If you know the name of the manufacturer or "brand" of the product then you can use the "list by brand" function below the departments in the left hand margin e.g. Maxi-Cosi. The list is in alphabetical order and will produce all the products under that brand name.
We only display products that we actually have in stock. If you cannot see the particular product or colour option that you are looking for then it is temporarily out of stock. New stock arrives every day so keep checking the website and hopefully your product will be back in stock soon.
You can also use our How to Choose Guides to provide you with comprehensive and up to date information about what you should be looking for in your product. We are also in the process of compiling trouble shooting flow charts to enable you to be directed to the correct product for you and yor baby from our selection of products. By clicking on your result you will be taken to the product and its description where you can then choose to purchase your item. If you are still unsure of what you should be buying you can look at our lists of essentials you need for your baby at particular stages, or please feel free to email or phone Customer Services where one of our advisors will be happy to help you.
Customer Services contact details:
Email: brenda@babyworld.co.uk
Tel: (+44) 01491 821877
Please follow our step-by-step "How to Shop" guide for a comprehensive guide for purchasing your shopping.
How Much will Postage and Packaging Cost?
Mainland Britain
Courier delivery is FREE to Mainland Britain on orders of £95 or more. All orders under £95 are charged at £5.45 no matter how many items you order, their weight, or your order value. In stock items are normally delivered to all UK destinations in 2 to 3 days between the hours of 8am and 5pm.
Courier Delivery before 12 noon next working day (1.00pm in Scotland) is available for £16.35
The Outer Hebrides, Scilly Isles, Isle of Wight and Northern Ireland.
Delivery is £12.85 (delivery to Eire (Ireland) is £19.00) irrespective of the order value or the number of items ordered. In stock items are normally delivered within 3 working days, between the hours of 8am and 5pm.
The Channel Islands and the Isle of Man
For delivery to the Channel Islands and the Isle of Man please contact Brenda on 01491 821877
Rest of the World.
We can quote charges and timescales for delivery to all other parts of the world. Please email brenda@babyworld.co.uk with details of your order, delivery address and contact details.
NOTE: Special delivery arrangements may be in force for Christmas, the New Year and Easter Holidays
babyworld is committed to providing total customer satisfaction. Any items purchased from us and returned (at the customer’s expense) within 14 days of delivery, in their original condition, together with original packaging and receipt, will be accepted for a full credit, exchange or refund.
We will only accept the return of 'wheeled' goods for exchange or refund, (ie. pushchairs and prams) providing they have their original packaging and have not been used on a hard surface. babyworld.com Ltd reserves the right to refuse a refund if the pushchair and wheels are found to be marked in any way. This does not affect the manufacturers warranty.
To return goods, phone Jo on 01491 821290 or email jo@babyworld.co.uk to get a return code (RMA) and send back to:
Babyworld Returns, Slate Barn, Mongewell Park Farm, Wallingford Road, Wallingford, OX10 8DY
babyworld cannot accept responsibility for lost or misdirected returns. For your own protection, you should arrange for any goods to be returned by first class registered post or by courier.
This returns policy is in addition to your statutory rights, which will remain unaffected.
While we make every effort to prevent shipping damage, on rare occasions it may occur. For your own protection, please do not sign for the consignment without checking the original shipping carton for damage. If you have any concerns about your delivery please contact Brenda on 01491 821877 or email brenda@babyworld.co.uk within 24 hours.
Product Warranty
All products available for purchase via the babyworld website come with a manufacturer’s warranty of at least 6 months and conform in all material respects with all applicable UK regulations and requirements for baby and nursery equipment.
If part of a product becomes defective over time, please contact Brenda by email brenda@babyworld.co.uk or telephone 01491 821877
How to Receive an RMA Number
Please provide us with the following information in order to receive a Return Merchandise Authorization (RMA) number.
All return requests should be submitted via e-mail: contactus@babyworld.co.uk.
Order number.
The name of the product you wish to return Customer name Reason for return (defective, broken etc.)
Whether you want a refund or a replacement Customer's e-mail address
Date received
Potential date of return
RMA Policy
Please request an RMA number before you return the item
Request for an RMA number must be made within 14 days. If damaged in shipping request a number within 24 hours of receiving the goods.
Please allow up to 48 hours for an RMA number to be issued if requested by email.
RMA numbers are good for 10 days.
All items must be in original condition, with all packing materials, manuals, registration cards, etc. included.
Please remember to include your packing slip from the original order. You must write your RMA number on the outside of the package.
The RMA number is good for only one (1) item and must match the product authorized for return.
For your own safety if retuning goods please send by recorded delivery or by courier. If the product is damaged please contact us and we will endeavour to have the item collected from you.
Please allow up to 14 days for credit and replacement.
How Do I Get my babyworld Membership Discount?
Registered babyworld members receive a 5% discount on everything they buy. To obtain this first log in by clicking on babyworld log-in towards the top of your screen on the right-hand side. Alternatively log in on the babyworld website at www.babyworld.co.uk. Enter the shop via one of the links and then sign in. Once you have done this and placed the items you wish to purchase in your shopping basket simply click on update changes at the bottom of your basket. You will see in the totals box your discount in red, and that the discount has been applied to the total.
How Do I Use my Discount Code?
Once you have placed in your shopping basket all the items you wish to purchase with your discount. Please enter your discount code in the box marked Discount Code in the Order Summary section of the basket, then press update changes.
Your discount will appear in red in the Order Summary section and the relevant discount will be taken from your total.
Terms and Conditions
please note
- users can only
use 1 discount code in any transaction
- discount codes
e.g. babyworld members discount, huggies club member discount cannot be combined
together
- if a discount code takes the basket value to below the ceiling for free delivery
then delivery charges will apply
- a membership discount code can be used on more than transaction.
- a new member discount code can only be used once and is only valid until the
end of the month.
Can I get an Exchange or a Refund?
If any product you buy from us develops a fault within 30 days of delivery (normal wear and tear excepted) you may return the product to us for a full refund, or we will be happy to exchange it for another item. Items found to be damaged as the result of customer abuse cannot be replaced or refunded.
To return goods, see the above FAQ "How do I Return items?"
Babyworld Returns, Slate Barn, Mongewell Park Farm, Wallingford Road, Wallingford, OX10 8DY
babyworld cannot accept responsibility for lost or misdirected returns. For your own protection, please arrange for any goods to be returned by first class registered post. This returns policy is in addition to your statutory rights, which will remain unaffected.
Do you do International Delivery?
We can quote charges and timescales for delivery to other parts of the world. Please email brenda@babyworld.co.uk with details of your order, delivery address and contact details.
Your credit card security is our highest priority. Thanks to our advanced encryption technology (secure sockets layer or SSL) your online orders are safe. This technology scrambles your information so that only babyworld can read your order details.
Babyworld uses the payment service VSP from Protx. Protx are an approved payment solutions provider for Lloyds TSB Cardnet, Barclays Merchant Services, HSBC, American Express, Halifax, and Bank of Scotland. The VeriSecure Payment system (VSP) is a secure solution that provides an environment for verifying payment card details across the Internet. It is secure and reliable, with real time 24 hour transaction processing. VSP has sophisticated security measures, which incorporate digital signatures for validation purposes
For your safety Customer details are never sent to the merchant - they go via the VSP - safeguarding customer details from potential hackers. Furthermore unlike the majority of online Payment Service Providers who receive transaction details through hidden fields sent via the customers browser (which could be tampered with or spoofed), VSP Server talks directly to babyworld's web server over a 128-bit encrypted secure channel, exchanging digitally signed messages to register the transaction and notify babyworld directly of the authorisation results.
babyworld is an extremely secure site as verified by our SSL Certificate of Authentication from thawte. So what does this mean: in the age of e-commerce, Authentication provides crucial online identity. In traditional commerce, people rely on physical credentials - such as a business license or letter of credit - to prove their identities and assure the other party of their ability to transact. For online businesses there is authentication and security technology. When Web visitors connect to Websites, they reach one of two kinds of servers. If the servers are secure, visitors will get messages indicating that fact; similarly, if they are not secure, there may be warnings to that effect. A secure Web site is one that has been authenticated, a complex process involving public keys/digital certificates, and private keys. The certificate tells users that an independent third party has agreed that the web site belongs to the company it claims to belong to. A valid certificate means that users can be confident that they are sending confidential information to the place they think they are sending it.
Encryption is the security technology, which protects the privacy of information sent over a network. Encryption changes a data stream of bits from information to something that appears random. Anyone who intercepts the encrypted data gets a data stream that doesn't represent any information. It is noise, garbage, and worthless data. In a well designed system, only the intended recipient is able to decrypt the encrypted data stream to recover the information. Encryption is important because Web or eBusiness systems may hold data that you wish to protect, such as personal information. Encryption increases the security of data transmissions, reducing the risk of third-party observers being privy to content.
Before submitting information or purchasing goods, you need to know that the company you are doing business with is who it claims to be. Web shops can buy Server Certificates from many different companies (CAs). But your applications are configured to trust only those Server Certificates that come from a few highly reputable companies. You should in fact trust only those sites that have been verified and authenticated by a trusted third party such as thawte. thawte's Digital Certificates provides a means of proving babyworld's identity in electronic transactions much like a driver's license or a passport does in face-to-face interactions. A certificate from thawte enables trusted online sales and application processes for credit cards.
For further information visit the thawte website: www.thawte.com
How Do I Create a shopping account?
If you do not have a babyworld shopping account you will need to create one.
Your babyworld shop account is not the same as your babyworld membership. Therefore you need to create your babyworld account when you wish to purchase an item, (you will only have to do this once).
You can do this on the babyworld shop home page by clicking on one of the sign in links found either at the top right hand corner of the screen or above the product picture. Alternatively click on Create an Account, which is found above the product images.
By pressing the sign in buttons you will have the choice to sign in or create an account. Please select Create an Account. This will take you through to a page with a form, which you are required to fill in to register. You are taken automatically to this page if you press Create an Account on the home page. If you are already a babyworld member filling in this form is fast and easy, just click on Use my babyworld Details under My Account Login Information. If you have entered the shop from the babyworld site and are signed in on the site then your details will appear as soon as you click on Use my babyworld Details.
If not all you have to do is enter your babyworld username and password in the box that appears. Please bear in mind that these are the details we will use to deliver your item to you and therefore please check that your details are up to date. We also require your telephone number so that the courier is able to deliver your goods.
Remember that if you are a registered babyworld member already then signing in will activate your 5% discount.
If you are not a babyworld member then you will need to fill out the form yourself.
The My Account Login Information is so that you can sign in and out of the babyworld shop. You will therefore need to remember this information for future use. The Billing Information is so that we can send you an invoice for any goods purchased. At the bottom of the form are two tick boxes, leave the box on the left ticked if your delivery address is the same as your billing address. If it is different then uncheck the box. When you uncheck the box another form appears below so that you can input your delivery address. The tick box on the right is for subscription to our newsletter. If you wish to receive the newsletter then please leave the box ticked. If you do not want the newsletter then uncheck the box. If you are not satisfied with your form at any time press the Reset button and this will clear the form. Once you have completed the form to your satisfaction then press the Save button. You will automatically receive an email confirming your registration detailing your username and password. You will also be taken back to the homepage as a signed in customer.
Once you are a registered customer you can sign in whenever you want simply by clicking sign in. On the sign in panel is an option for the shop to save your password so that you do not have to type in your email address and password every time you want to sign in. This is not recommended for shared computers.
It is suggested that you sign in when you enter the babyworld shop but there are options to sign in at any stage of the buying process up until you wish to go to the Checkout or you want to look at your My Account at which point you will be made to sign in.
I Forgot my User ID or Password. Do I Need to Register Again?
Your User ID is your email address, if you forget your email address, you will have to register again. If you forget your password click on Forgot your Password? on the right hand side of the sign in screen, and type in your email address when asked.
Type in the email address that you use for your username on the babyworld shop, then press Submit. The next screen will confirm that your password has been sent to your email address. Next check your email and there will be an email from babyworld shop entitled "Your My Account login information at http://shop.babyworld.co.uk". This email will contain your password. Keep this safe and secure.
When you are ready to pay, click on Checkout at the bottom right hand corner of the basket. You will be taken automatically to the till, where you can edit either the billing address or the shipping (delivery) address, by clicking on Edit on the relevant address boxes. Once you are happy that these are correct, you can add any instructions that you wish to be considered in the Notes box underneath the billing address. Finally check or fill out your card details if you have decided to pay by card online. Red stars by the card boxes show details that you need to input.
When you are happy click Continue. One of two things will happen; you will either be asked to correct mistakes with your card details or you will be taken to a new page confirming your purchase details.
Once here please take note of your order number in case you have any queries. If you are unhappy with anything click on Back and make any changes necessary. When satisfied with the invoice click on Process with ProtX at the bottom of the page. Please only press this if you really want to purchase this item, as once you have pressed this button you will be charged for your goods.
Once you have clicked on Process with ProtX you will be taken to a screen confirming your order.
If you do not want to pay by credit/debit card you can select to request an invoice by email at the shopping basket. This will allow you to pay by cheque. If you have requested an invoice by email there will be no card details to fill in at the Checkout.
When you are satisfied that everything in the Checkout is correct, click on Continue at the bottom of the page, you will be taken to a new page confirming your purchase details. Once here please take note of your order number in case you have any queries. If you are unhappy with anything click on Back and make any changes you feel necessary. When you are satisfied with the invoice click on Process to confirm that you would like to pay for your item. When you click on this you will automatically have an invoice sent to you, this is in the form of an order confirmation sheet. You will only receive the item once your payment method has been sent to us and cleared, this usually takes 5-7 days. Please note that once you have been invoiced you have entered a contractual obligation to pay for the item.
Please make cheques payable to babyworld.com ltd, and send to:
Brenda Atkinson, babyworld.com Ltd, Slate Barn, Mongewell Park Farm, Mongewell, Wallingford, Oxfordshire, OX10 8DY
You have now completed your shopping, many thanks!
If you do not wish to pay on the internet please phone Brenda on: 01491 821877
What Can I Pay for my Item With?
You can pay by credit or debit card or altrenatively by cheque. To pay by debit or credit card follow the information in FAQ 'How Do I Pay for my Item', however if you are uncertain about this phone Brenda on 01491 821877. To pay by cheque you can choose to be invoiced by email at the shopping basket stage of the shopping process. Once you have received your invoice you can send a cheque to us. Please make your cheques payable to babyworld.com ltd and send them to:
Brenda Atkinson, babyworld.com Ltd, Slate Barn, Mongewell Park Farm, Mongewell, Wallingford, Oxfordshire, OX10 8DY
If you have any problems do not hesitate to ring Brenda on 01491 821877
If you have not pressed Process or Process with ProtX you will be able to cancel your order at any time, simply by going back, or by using the navigation tool bar. If you have pressed Process or Process with ProtX then please email or call Brenda our Customer Services Advisor; brenda@babyworld.co.uk
This is where items go after you have selected the Buy Now option. This is the stage before you move to the Checkout. You therefore have the option to remove items, change quantities, choose which area of the UK you are shipping too, see how much the items total, add any discounts you are entitled to and select your payment method. The step-by-step "How to Shop" guide will show you through how to do all of the above.
This is where you pay for the items you have selected. In this area you are able to edit shipping and billing details. You are also able to edit your payment details if you have chosen to pay online. The step-by-step "How to Shop" guide will show you how to use the Checkout.
This is a list of items that you would like to buy when on sale rather than at full price. When you place items on this list you will be notified by email when any of these items are on special offer. You are able to edit the list as your wishes change. The step-by-step "How to Shop" guide will show you how to create this list.
Your Wish List consists of items that you desire, but do not want to buy immediately. You can easily edit this list and purchase from it when you are ready. The step-by-step guide will show you how to create this list.
This is a list of items that you know you will need to reorder, by placing items in this list you can later purchase them and you are easily able to edit the list. See FAQ "How do I Add an Item to One of my Lists?" to create your list.
By selecting this option you can send a person of your choice an email asking them to look at the item you have chosen. This is handy if you see something you think a friend would like or would like to buy you! The facility allows you to send either a link to the item or the whole Internet page. See FAQ "How do I Add an Item to One of my Lists?" to create your list.
Your account is where your registration details are kept. When in this area you can edit your billing and shipping addresses, change your password and subscribe to or un-subscribe from our Newsletter Mailing List. You can also retrieve your password be clicking the link to have the password sent to you. From your account you can also look at your bargain list, wish list, and reorder list. You are also able to sign off so you can keep your information private when not using it. The step-by-step "How to Shop" guide will show you how to perform these functions.
How do I Add an Item to One of my Lists?
To put an item in one of your lists select the relevant button for the list on the right hand side of the screen underneath the Order Here! box on your products description page. This will move the item straight onto your list; you can edit your list by going into My Account or selecting the relevant list from the tool bar at the top of the page. Please note that the list options will not be available to you if you are not signed in.
How Quickly do you Respond to Emails?
We will respond to your email as soon as possible, certainly within one working day of receipt.
How Long Have you Been Trading?
We have been trading since 1999.
For both mainland Britain and its outlying areas in stock items are normally delivered to all UK destinations within 3 working days between the hours of 9am and 5pm. If an item will require a different delivery time you will be able to see this on the product's information page, beneath the price of the product. Some nursery goods come direct from our supplier and so the delivery date will be arranged between the supplier and yourself. If there are any problems we will contact you.
How Long is your Product Warranty?
All products available for purchase via the babyworld website come with a manufacturer's warranty of at least 6 months and conform in all material respects with all applicable UK regulations and requirements for baby and nursery equipment.
babyworld respects your privacy. All information you provide to us will be held with the utmost care and security, in accordance with our obligations under UK Data Protection legislation. babyworld will not divulge any identifiable information about any of its customers to any third party unless it has first obtained your consent to do so. If you email comments to babyworld, we may use them for editorial purposes or in promotional, advertising or marketing materials unless you have expressly asked us not to.
If the product is unavailable then it will not be on the site, or we will specify when the product will be available on the products information page. But if you would like to check please feel free to contact Customer Services.
Email: brenda@babyworld.co.uk
Tel: 01491 821877
We will contact you if the product is unavailable after you have ordered.
Can I Specify a Delivery Date?
If you would like a specific delivery date please do not hesitate to contact us:
Email: brenda@babyworld.co.uk
Tel: 01491 821877
Are Receipts Sent with Deliveries?
A copy of the delivery note will be sent with your goods.
If you need a VAT receipt please contact us:
Email: brenda@babyworld.co.uk
Tel: 01491 821877
Brenda is your
customer service contact at babyworld.
She can be reached by the following methods:
email: brenda@babyworld.co.uk
phone: 01491 821877 (during office hours: 09:00-17:00, Monday - Friday)
fax: 01491 821872
post:
babyworld.com Ltd
The Slate Barn
Mongewell Park Farm
Mongewell
Wallingford
Oxon
OX10 8DY
If you have any further queries and none of the guides or help pages answer your question then please do not hesitate to contact us.