Customercare - Frequently Asked Questions
Do you deliver overseas?
Credit / Debit cards accepted?
Credit / Debit card security?
Prices?
Order confirmation?
How do you keep my information safe?
Will you ever pass my email details on to third parties?
How can I view products in different colours?
How do I zoom in on a product?
Will the product be exactly the same colour as shown on your website?
How do I select a size?
How do I enter a customer review?
Where do you deliver?
What happens if my order has to come in two separate deliveries –
will I be expected to pay two shipment charges?What happens should I be out when you make a delivery?
My order hasn’t arrived within the stated timeframe – what should I do?
What is your returns policy?
Can I return an item if I don’t like them or they do not fit?
Faulty / damaged goods?
Do you offer a giftwrapping service?
Do you have a store we can come to?
Do you deliver overseas?
We currently only deliver to UK Mainland, Northern Ireland, Isle of Man, Scottish Islands & Highlands and Isles of Scilly addresses but not PO Boxes or Forwarding Agents. It is our hope that we will be able to offer our products outside of these area in the future.
Credit / Debit cards accepted?
We currently accept the following cards - Mastercard, VISA, VISA Electron and UK Maestro and cheques. Unfortunately at the moment we do not accept American Express or Diners cards, but we may offer this service in the future.
Credit / Debit card security?
To give our customers more security and comfort level when transacting a payment online we have installed the Verified by VISA and MASTERCARD Securecard dialogue box which gives you, our customer an added layer of security when using your credit / debit cards.
Product prices?
All of our prices include VAT at the current appropriate rate (20% or 0%) depending on the product classification.
Order confirmation?
You will receive an email confirming your order shortly after your payment has been authorised. Please carefully check your order and if you need to change any item on the order, please call a Customer Care representative on 0845 604 6292 immediately so we can try to amend your order before it has been despatched to you. Unfortunately once your order has been despatched we will not be able to change the order until you have taken delivery. See our Returns policy for full details.
How do you keep my information safe?
We want to ensure that your personal information is as secure as possible and that you feel confident in dealing with us online. Your credit/debit card details will only be held by our payment provider, who conforms to the highest level of PCI (Payment Card Industry) compliance.
We also conform to the necessary credit card companies’ PCI Data Security standards and regularly monitor and update our anti-virus software and firewalls.
SSL certificates are installed on our website to provide encryption of your data when transmitted over the internet.
Will you ever pass my email details on to third parties?
We do not sell or distribute your personal information to any third parties (except group companies as defined in section 736 of the Companies Act 1985) unless we are required by law to do so.
How can I view products in different colours?
Wherever possible, we have provided images of each item in their respective colour. In some cases, there may be an alternative image under "More Views". Just double-click on any image in this section to make it the main product picture.
How do I zoom in on a product?
You can either double-click on an image to view the full picture (just double click again to return to original size) or just place your cursor over the plus or minus symbol and drag to the left or right to decrease/increase the size of the respective image.
Will the product be exactly the same colour as shown on your website?
Whilst we make every effort to ensure that we provide accurate images for each product, any colour variation between the website picture and the final product is more likely due to the many vagaries of internet browsers and is therefore beyond our control. Should you be unsatisfied with the colour of your purchase, please contact us to arrange for an exchange or refund.
How do I select a size?
If an alternative size is available, this will be shown in the drop down box beside the product image.
How do I enter a customer review?
To enter a customer review, simply click on the "Add Your Review" text located on the respective product page and type in your comments. Please note that Born to Toddle Limited will not publish reviews whose content could be considered as defamatory, blasphemous, racist or incendiary and which could infringe any UK laws.
Where do you deliver?
We currently only deliver to the Mainland UK, Isle of Man, Northern Ireland, Scottish Islands/Highlands & Isles of Scilly (ie. excluding Channel Islands) but not PO Boxes or Forwarding Agents.
What happens if my order has to come in two separate deliveries –
will I be expected to pay two shipment charges?
You will only be charged one delivery cost per delivery address. If you have more than one delivery address, you will be charged a delivery cost per address.
We will endeavour to send each order as one shipment, however there may be occasions whereby items will need to be sent individually but we will try to minimise this wherever possible. You will still only be charged one delivery charge per order.
What happens should I be out when you make a delivery?
For standard deliveries: if being delivered via courier/Parcelforce, a signature will be required for the goods. If you should be out, they will either leave a card detailing the location of the parcel or detailing the contact number for the courier/ParcelForce so that you can arrange a re-delivery at your convenience.
For next working day deliveries : as a signature is required for the goods, if you should be out, ParcelForce/Royal Mail will leave a calling card enabling you to contact them directly to rearrange a convenient delivery time. A maximum of two re-delivery attempts will be made by ParcelForce.
Please note that two attempts at redelivery will be made after which time the goods will be returned to our warehouse and we will contact you to discuss redelivery. Unfortunately, should this occur we will need to charge you again for redelivery.
My order hasn’t arrived within the stated timeframe – what should I do?
Please allow 7 working days to elapse from the date of dispatch before contacting us about making any claim for loss of items.
What is your returns policy?
Unfortunately, at this time we are unable to offer a free returns service for items to be refunded, exchanged or cancelled. However, should you wish to return an item for refund or exchange, please speak with one of our Customer Care representatives on 0845 604 6292 who will be happy to assist you.
Please note that you will be liable for the relevant postage/courier charges for items being refunded, exchanged or cancelled and we would advise that you obtain ‘proof of postage’ for your own records.
Can I return an item if I don’t like them or they do not fit?
We will happily refund any item up to a period of 28 days after receiving the goods. Once we receive the goods and subject to them being in a satisfactory condition*, we will credit your debit/credit card accordingly within 30 days.
*Please note that all refund/exchange/cancelled purchases need to be in their original packaging (with tags still intact), not washed or worn and in a saleable condition otherwise they will not be accepted and refunded/exchanged.
Faulty / damaged goods?
In the unfortunate event that an item be faulty in any way, please speak to one of our customer care representatives within 7 days (or where the defect was not apparent within reasonable inspection, within 7 days of discovery of the defect) to arrange for a replacement or refund. Our aim is to get a replacement to you by the next working day upon receipt at our warehouse of the faulty item, subject to stock availability. Any damaged or faulty items that you wish to be refunded will be collected by courier and we will refund any monies to your credit/debit card within 30 days once the goods have been received at our warehouse.
Do you offer a giftwrapping service?
We do not currently offer a gift wrapping service, but may introduce this in the future should there be sufficient demand.
Do you have a store we can come to?
In order to offer you the highest quality of goods at competitive prices, we have taken the decision to only stock our goods online. Should there be high customer demand for a physical store, we may review this decision.
