FAQ

All facts, information and prices are given with reservation for typing errors, price increases, warehouse issues, possibly incorrectly stated product descriptions / specifications and end of stock.
 

How do I exchange or return a product?
If you would like to return something to us and receive a refund, we need to have the product returned within 30 days after your order date. The postage to us is paid by you, while we pay the shipping cost for the new item back to you. Please keep in mind that we would like to have the product back in the same condition as it was upon receiving it with tags and original packaging.

For purposes of hygiene we can not accept the following items:
Bottles and dummies
Underwear
Swimwear
Earrings
Headbands and hairclips

We cannot accept returns if:
An item is returned without tags.
An item is returned dirty, worn or shows sign of being used.
When returning shoes, bear in mind that the shoe box is part of the item itself. Do not tape or write directly on the box and make sure it is safely packed.

Please click here to find more information and our Return Form

What do I do if I have received the wrong product?
If you have received the wrong product, please contact our Customer Service via our web form on the customer service page. We will contact you within 24 hours on a working day.

What 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). Sometimes it can happen that a product does not meet the quality you were expecting. We will of course help you to file a claim.

Follow the steps below and complete your claim with all necessary information so we can handle your case faster:

In the event of a complaint of clothing, shoes, furniture, toys:
- Send the claim to us via our web form on the customer service page
- Always include your order number when making a complaint
- Describe the defect of the product
- Always attach a picture of the damaged product / goods so that we can see what the problem is
- We will then process your claim as soon as possible and will get back to you once we have been notified by the supplier.

In the event of complaint of a stroller :
- Send the claim to us via our web form on the customer service page
- Always include your number when making a complaint
- Describe the defect on the product
- Always attach an image / video so we can see what the problem is.
- Always attach the serial number of your stroller as well as the manufacturer. Serial numbers are usually found on the chassis by the wheels or on the underseat basket.
- We will then process your claim as soon as possible and will get back to you once we have been notified by the supplier.

In the event of complaint of car seat:
- Send your claim to us via our web form on the customer service page
- Always include your order number when making a complaint
- Describe the defect on the product
- Always attach an image / video to the cart so we can see what the problem is.
- Always attach the serial number on your car seat as well as the manufacturer. Serial numbers are usually found on the seat or on the back of the chair.
- We will then process your claim as soon as possible and will get back to you once we have been notified by the supplier.

If you need to contact us regarding your claim, please always reply to the same mail where you submitted your claim, then we always have a case number to refer to.

We ask you to wait as a claim may take a few days to be resolved. Our absolute goal is, of course, to resolve the matter as quickly as possible.
Babyshop will pay for the shipping cost for the return. In case of dispute we will comply with the Swedish Consumer Complaints Board's ("Allmänna reklamationsnämnden") recommendations.

3 for 2 campaigns

For promotional offers on "take 3 pay for 2" we offer the cheapest item for free.

Return package deals

If you have purchased several items in a so-called package deal or "take 3 pay for 2" then all items must be returned if you decide you need to make a return. You cannot return just one or two of the items as this "take 3 pay for 2" is a package deal.
However, change of size or color is acceptable if you first contact our Customer Service.

In case of complaint, please contact our Customer Service.

Has my order gone through?
If you are unsure if your order has gone through, there are several ways to check this: When you have placed your order you will see the text “Thank you for your order” on the screen. An order confirmation will be sent to your e-mail address. You can see your order under “My Pages” on our website.

When will my order be sent?

All orders that are registered before 16:00 (Central European Time) on a business day, will be sent the same day. The delivery time varies depending on your country (Please bear in mind that delivery to islands and remote areas may take longer).

Where is my order?
After you've received the confirmation that your order has been sent, it will take 1-30 days for the package to reach you depending on the destination. Delivery time may also vary depending on the size, value and weight of the package. For a 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 Customer Service vi our web form on the customer service page. 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's website.

Why can I not log in with my e-mail and password?
First, make sure you are using the correct e-mail address. If you still can not log in, the easiest thing to do is to request a new password through the "Forgot Password?"link. 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. If you still cannot log in, please contact our customer service and we will help you.

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

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

My refund does not add up to the amount I have originally paid for the same item(s), why is this?
At Babyshop we charge all of our customers outside of the Nordics in Euro, we cannot charge you in your own local currency. In case you return an item, or for any other reason, a refund is issued, we will refund you in Euro. Your bank will convert back to your own local currency, as they have converted your local currency to Euro at the moment of purchase. As currency rates vary, your refund may be higher or lower than the amount you originally paid. This is something that is out of our controll and we do not compensate our customers for this.

Could you mark my custom declaration with “Gift”?
No, unfortunately we cannot do that since all items we ship must be declared if they exceed a certain threshold. For more information, contact your local Customs Office.

Can I change my delivery address after I have placed my order?
If we have not already sent your order, which occurs 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 vi our web form on the customer service page 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.
Please bear in mind that we can never guarantee that we can change the address as we pick and pack orders around the clock.

Can I cancel my order after my order has gone through?
Please email us as soon as possible. As we work around the clock we can not guarantee that we can cancel an order in time. We will, however, always do our best to assist our customers with the cancellation of any order.

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 currently do not provide, such as VISA Electron or American Express. If the above options do not apply to you, please, if possible, take a screenshot of what it looks like when the problem occurs and contact our customer service.

Why can I not order the amount of a product that I would like?
You can only order products that are in stock. This is because we want to keep our deliveries fast. If you are trying to order a larger number of goods than is in stock, it will not be possible to place the order and the system will then automatically return to the number that is in stock.

A product is out of stock – Will it be back in stock again?
Should a product be out of stock in a certain size, or entirely, and you are interested in when we will have it back in stock again, please contact our customer service 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 occur, you have the right to cancel the purchase if you do not agree with the new delivery time. If you wish to cancel your purchase due to delayed delivery and have pre-paid for your items, we will refund the money into your account within a few days.

What if the country or state that I would like to order to is missing in the menu on my website?
If your country or state is missing as a choice on our website please contact our customer service and tell us what country/state that you would like us to deliver to and we will try to solve the problem on the next coming business day at the latest.

What are the conditions when there is a campaign?
When we have campaigns there can be some conditions and termes that you can read more about here.

The item I brought is now on sale, can you refund me?
It is very difficult for us to know if and when something will go into sale. As a result we are unable to refund the difference if an item goes down in price after you have made a purchase.

I am under 18 years old, am I allowed to place an order?
If you are under 18 years old, you always need approval from your guardian to be allowed to make a purchase at Babyshop.