FAQ

A little help

1) "What is the status of my order"

Where possible we will send you a tracking reference. If you have not received a tracking reference - please email us at sales@baby-luxe.co.uk quoting your order reference and we will help you

2) "Can I cancel an order"

Yes - please email us at sales@baby-luxe.co.uk to notify us and we will let you know next steps (also see this page "Right to cancel" section)

3) "I'm not happy with my purchase - can I return the order"

Yes - email us at sales@baby-luxe.co.uk and let us know you want to return the order and we will help you complete the return (also see section "Right to cancel" on this page). We will pay for the return and arrange labels so you can drop of at post office or nearest collect+ point. Your return is processed as soon as we receive the goods.

4) "I'm not sure about the use/ function of a product - can I get help"

Any questions - always just call or email us;-)

5) I need help placing an order

If you have any questions or prefer to place an order via the phone just call or email us.

To adhere to the EU legislation we have added this page about your rights - all a bit of a mouthful ;-) - If you have any questions about your order or placing an order you can always just call or email us.

Right to cancel:

You have the right to cancel your order within 14 days without giving any reason - just notify us via email to sales@baby-luxe.co.uk

The cancellation period will expire after 14 days from the day on which you acquire, or a 3rd party other than the carrier and indicated by you acquired, physical possession of the last good. To excercise the right to cancel you must inform us Baby-luxe, 10 Muirdown Avenue, London, SW14 8JX of your decision to cancel your order by a clear statement - e.g. a letter sent by post or email - or you may use the cancellation form available for download here (not obligatory).

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your cancellation before the cancellation period has expired.

Effects of cancellation:

If you cancel your order, we will reimburse to you all payments received from you, including the cost of delivery (except for the supplementary costs arising if you choose a type of delivery other than the least expensive type of standard delivery offered by us)

We may take a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.

We will make the reimbursement without undue delay, and no later than-

a) 14 days after the day we receive back from you any goods supplied, or

b) (if earlier) 14 days after the day you provide evidence that you have returned the goods, or

c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.

We will make the reimbursement using the same mean of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will no incur any fees as a result of the reimbursement

Retention of the reimbursement:

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

Return of goods:

You shall send back the goods with the courier arranged by Baby-luxe or hand them over to us at address: Baby-luxe, 10 Muirdown Avenue, London, SW14 8JX, without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation to us. The deadline is met if you send back the goods before the period of 14 days has expired.

Return cost:

Baby-luxe will bear the cost of return and arrange a suitable option with courier, post office or nearest collect+ point - depending on goods weight and dimensions

Consumer's liability for diminished value of the goods:

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.