Refund policy
At Baby Box Shop, we strive to provide our customers with the highest quality products and an exceptional shopping experience. However, we understand that there may be instances when you need to return an item. To ensure a smooth and fair returns process, please review our returns policy below.
Returns Eligibility
You may return items purchased from Baby Box Shop within 14 days from the date of delivery. Once you have told us you wish to return an item, you have a further 14 days to send it back to us.
Returns are free. We will provide you with a prepaid returns label — you will not be charged for return postage on an eligible return.
To be eligible for a return, items must be in their original condition, unused, and in their original packaging, including any box, ribbon, protective wrapping and promotional items. Gift sets and hampers must be returned complete, with every component included.
Returns will only be accepted for items that were purchased directly from Baby Box Shop. If you purchased our products from Amazon, TikTok Shop, or any other third-party retailer or marketplace, your return is governed by that platform's own returns process — please contact them directly.
Personalised and Customised Products
Personalised and made-to-order items are produced uniquely for you and are strictly non-returnable, non-exchangeable and non-refundable. This includes any product embroidered, printed, engraved or otherwise customised with a name, initials, date or message.
This reflects UK law: the statutory right to cancel does not apply to goods made to your specification or clearly personalised.
Spelling and personalisation details are your responsibility. Please check the personalisation shown in your basket, at checkout and on your order confirmation email carefully. We produce your item exactly as it appears on your order. Errors in spelling, capitalisation, dates or wording supplied by you are not grounds for a return, refund, or free replacement.
If you notice an error, contact us at hello@babyboxshop.com immediately. If your item has not yet entered production we will do everything we can to amend it, but we cannot guarantee this once an order has been placed.
The only exception is a personalised item that arrives damaged, defective, or personalised differently to the order you placed. See Damaged or Defective Items below.
Initiating a Return
Contact Customer Support: To initiate a return, please contact our customer support team at hello@babyboxshop.com. Provide your order number, the item(s) you wish to return, and the reason for the return. Our team will guide you through the return process.
Return Authorisation: Once your return request is approved, you will receive a Return Authorisation (RA) number and a prepaid returns label. Please do not send items back before receiving these — unauthorised returns may not be processed.
Package Your Return: Carefully package the item(s) in their original packaging, along with any included promotional items.
Label Your Package: Attach the prepaid returns label and clearly write the RA number on the outside of the package. This helps us process your return efficiently.
Ship Your Return: Please obtain proof of postage. Returns should be sent to:
BABY BOX SHOP RETURNS
2 Peall Road
Croydon
Surrey CR0 3EX
United Kingdom
Return Processing
Once we receive your returned item(s), our team will inspect them to ensure they meet our return policy criteria.
If the return is approved, we will process your refund or exchange within 7 business days, depending on the payment method used for your purchase.
Refunds will be issued to the original payment method. Please note that it may take a few days for the refund to appear in your account, depending on your financial institution.
Delivery charges are non-refundable. Where a delivery charge has been applied to your order, that charge will not be reimbursed. This applies to standard, upgraded and express delivery, and applies whether you return part or all of your order. Your refund will cover the price of the returned goods only.
Where an item is returned used, incomplete, or in a reduced condition, we may make a proportionate deduction from your refund.
Exemptions
The following items are not eligible for return:
- Personalised or customised products (except where damaged or defective)
- Gift cards
- Hygiene-sealed items where the seal has been broken, including bathing, feeding and toiletry products
- Perishable goods
- Items explicitly marked as non-returnable
- Items returned outside the 14-day window
Damaged or Defective Items
If you receive a damaged or defective item, please contact our customer support team at hello@babyboxshop.com as soon as possible, ideally within 48 hours of delivery. Please include your order number, clear photographs of the fault or damage, and a photograph of the outer packaging if the parcel was damaged in transit.
Once reviewed, we will arrange a replacement or a full refund including all delivery costs, at no cost to you. This applies to personalised products as well as standard items.
Your Statutory Rights
Nothing in this policy affects your rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Questions and Assistance
If you have any questions or need assistance with your return, please don't hesitate to contact our customer support team at hello@babyboxshop.com. We are here to assist you and ensure your satisfaction.
Baby Box Shop reserves the right to update or modify this returns policy at any time. Please check our website or contact our customer support team for the most up-to-date information regarding returns.