FAQ

Has my order gone through?

If you are insure if your order has gone through there are several ways to control this:

1. When you have placed your order you will see the line “Your order” on the screen.
2. An order confirmation will be sent to your e-mail address.
3. You can see you order under “My Pages” on our web site.

Where is my invoice?

At the moment you can only choose to pay via invoice if you are ordering from Sweden or Finland. Your invoice will be sent to you via e-mail from “Klarna”, our factoring partner, when your order I delivered from us.

When will my order be sent?

All orders that are registered before 16.00 pm, Central European Time, on a business day will be sent the same day. Then there are different delivering days depending of your country.

Where is my order?

After you've received the confirmation that your order has been sent, it'll take from 2-5 days up to two weeks depending on the destination for the package to reach you. Delivery time may also vary depending on the size, value and wight of the package. For better estimate, please consult your local Post Office web site.  If you have not received your package within a reasonable time period, please don't hesitate to contact us at info@babyshop.com. We will answer you within 24 hours on working days.

If you have received a tracking number in your final order confirmation via e-mail, you can of course track your order. On your local Post Office web site you can search for your package with your tracking number.

I have received a wrong product?

If you have gotten a wrong product delivered to you please contact our custom services at info@babyshop.com. We will contact you within 24 hours on working days.

How do I do if I would like to reclaim a product?

Regarding possible reclamations Babyshop.com follows Swedish law “Konsumentköpslagen”, (visit www.konsumentverket.se to learn more). Before you send the item back to us, please take a picture of the damage and e-mail it together with an explanation of the problem to our custom services at info@babyshop.com. We will contact you within 24 hours on working days with instructions what to do. Babyshop will pay for the shipping cost of the item back to us.

In case of dispute we will comply with the Swedish Consumer Complaints Board's (“Allmänna reklamationsnämnden”) recommendations.

How do I change or return a product?

If you would like to return something to us and get your money back we need to have the product back in 14 bank days after your ordering date. The shipping cost to us is paid by you, while the shipping cost for the new item back to you is paid by us. Please click here to find more information and our return form.

Please keep in mind that we would like to have the product back in the same shape as we send it.

I cannot login with my e-mail and password, why?

• Did you sign up on our old website (before 16th of Feb 2011), please read here:
  The 16th of February we launched a new improved webshop where your details for logging in could not be transferred of safety reasons (the passwords are encrypted). It is however very easy to re-create your account by filling in your details on the page "Sign up" As logged in you will be able to follow your future orders and easily make your purchases with your registered information. If you do not want to create your account now, it will automatically be created with you do your first purchase.

• Did you sign up after the 16th of Feb 2011, please read here:
  First, make sure you are using the correct e-mail address. If you still can not log in, the easiest is to request a new password on the "Forgot Password?". There you can fill in your e-mail address and receive an e-mail with a link. Just click the link to create a new password to log in with. If you still can not login, please contact our customer service at info@babyshop.com and we will help you.

My old orders are not listed when logging in to my account ("My Page"), why?
The 16th of February 2011 we launched a new and improved webshop. When you log on to the new page, you unfortunately do not see your previous orders placed before this date. No worries though, we have all your statistics saved in our system. If you need information about an old order, just contact us and we'll help you! Send us your order number or registered e-mail address to info@babyshop.com and we will help you.

Good to know is that you will be able to view and track all your future orders as logged in to the new existing webshop!

I cannot find my information when logging in for the first time on the new site, why?
The 16th of February 2011 we launched a new and improved webshop. When you log on to new site for the first time you will have the choice to register your shipping address etc again (the information could not be transferred of safety reasons). You can of course wait with filling in your address until you make your first purchase. Once you have saved your information will be kept for future reference, so you do not have to fill them in again.

Can I order from a country that is not a member of the EU?

When ordering from a country ouside EU you select your country when becoming a member at Babyshop.com (in "My pages"). When a country outside EU is selected you will then see all prices in the shop with 20% discount. This is to cover the extra fee that is paid by the customer when receiving the order (due to there are no taxes to send it).

I am under 18 years old, Im I allowed to make a purchase from your webshop?

If you are under 18 years old you always need an approval from your guardian to be allowed to make a purchase as Babyshop.
 

How much do I have to pay in tax and/or fee when ordering to a non EU country?

If you have to pay an extra tax and/or fee is depending on the order’s value and weight. For more information about this please contact your local Customs Office.

Could you mark my custom declaration with “Gift”?

No, unfortnually we can not do that since all items we ship must be declared if they exceeds a certain threshold. For more information, contact your local customs service.

Can I change my delivering address after I have placed my order?

If we have not already sent your order, which takes place every weekday before 16:00 (Central European Time), we always do our best to change the address. Please send an e-mail to our customer service info@babyshop.com and write "Wrong delivery address" in the subject line. Then write your order number and the correct address in the email. We will confirm your change when it is made. Note that you can never change the address if you have selected to pay with invoice (concerns Sweden and Finland) since the order for security reasons must be sent to the address at which you are registered.

Can I add products to the order I have already placed?

Yes, but only if you have chosen to pay via invoice and if we have not already sent your order which we do every business day before 16 pm Central European Time.

My order will not go through, can you help me?

If you are having trouble ordering on the website it may, for example be because you are trying to pay with a credit card or payment method that we, in the current situation, do not have a cooperation with such as VISA Electron or American Express.

You can also not select payment method "Invoice" or "Partial payment" if the package should be sent to another address than the one you are registered on (this only concerns orders from Finland or Sweden).

If the above options do not apply to you, please, if possible, take a screenshot of how it looks when the problem occurs and contact our customer service info@babyshop.com and we will contact you, at latest, on the next coming business day.

Why can I not order the amount of a product that I would like?

With us you can only order products that are in stock. This to make us keep our fast deliverys. Are you buying more number of goods than it is in stock, it will not be possible to order that amount and the system will then automatically return to the number that are in stock.

A product is out of stock with you – Will you be getting it back in stock again and when?

Should a product be out of a certain size, or entirely, and you are interested in when it comes back in stock again, please contact our customer service at info@babyshop.com and tell us what product and size you are interested in and we will answer your question within 24 hours on working days.

What happens if my order is delayed?

If any delays you have the right to cancel the purchase if you do not agree a new delivery time. If you wish to cancel your purchase due to delayed delivery and have pre-paid for your items, we will pay you back the money into your account within a few days. Note that all the products available on the website should always be in stock, delays only occurs if there for some reason has been a miss in our stock.

The country or state that I would like to order to is missing in the menu on your website.

If your country or state is missing as a choice on our web site please contact our customer service at info@babyshop.com and tell us what country/state that you would like us to deliver to and we will try to solve the problem at latest, on the next coming business day.