0117 924 5080
Terms and Conditions
Advice
We understand that making the right choice may seem rather daunting, especially if this is your first baby. Georgina and I have years of experience in this field and our staff have too. We are happy to speak to you regarding any query. Please call us during shop opening hours - Monday to Saturday 9.30 - 5.30 on 0117 924 5080 or if you need to speak to someone on a Sunday you can call the Stoke Newington shop on 0207 249 5069 or email us, all details are on the contact us page.
Take a look at our 'What do I need?' page for lots of advice that will point you in the right direction.
Delivery
Born will make all endeavours to deliver the goods as shown on the site within the time shown when you place your order. We offer free delivery on all orders over £30. The delivery charge for orders that do not meet the £30 free delivery thresehold is £4.95.
Next day delivery is available on items in stock and if ordered before 12pm. Next working day delivery is possible (Monday to Friday only) if these conditions apply and is an additional £6.95. Please note that orders which arrive with us after 12pm on Friday (i.e. on Friday afternoon, Saturday or Sunday) will be dispatched by us on the next working day which is Monday.
Please note that once your item has been dispatched its delivery is unfortunately largely out of our control. We will provide you with a tracking number to enable you to trace your package. If your item is mislaid by Royal Mail or Business Post we will send a replacement once we have satisfied their investigations. All items are sent Recorded Delivery enabling us to track your parcel.
In some circumstances we are able to deliver on Saturdays but this will be by request only and largely dependent on the size and weight of your items. The cost for this is £10.95. Please contact us on 0117 924 5080 if you would like to discuss this option.
If there are severe weather conditions or other factors (such as but not limited to wars, accidents, volcanic dust clouds) which disrupt couriers from travelling, we cannot guarantee that next day delivery or Saturday delivery options will be met. If you live in an area of the UK where Royal Mail does not operate a next day delivery service then please note that we will not be able to provide you with next day delivery and we will assume you are aware of these limitations before placing your order.
Payment
Payment can be made by credit card using our secure server. We accept: Visa, Mastercard, and Delta. We use HSBC online credit card processing which offers the highest level of protection for your card details. We DO NOT keep records of your card details on paper or electronically.
Back orders
If your item is not in stock, we will order it for you. We will keep you informed as to the status of your order, however should you need to contact us please call us on 0117 924 5080, or email us (see contact us page)
If Your order hasn't arrived
We use a courier or Royal Mail to deliver goods and unfortunately they can very occasionally let us down. If your order has not been received within five working days (standard delivery) or 48 hours (express delivery) of you having received your dispatch notification email, please telephone us on 01179 245080 so that we can look into the matter.
If you are out when delivery is attempted you will receive a card asking you to arrange a suitable delivery time, please respond to this promptly. Royal Mail do not always leave a card so it is worth contacting your local sorting office if it has been a week since we emailed you a despatch notification and your order still has not arrived.
In the unfortunate event that your item does go missing in transit please note that Royal Mail does have a maximum delivery time of fifteen working days from dispatch and that we cannot re-send your order until this time has elapsed. We will of course keep you informed throughout the process and claim for any lost packages from Royal Mail on your behalf.
Vat charges
VAT is not charged on baby clothing (including nappies). For orders made from the UK or the European Union 17.5% or 5% VAT is included in the price of all products that are eligible.
Returns procedure
We want you to enjoy each shopping experience with us but we know occasionally you may want to return items you’ve bought or had given to you as a gift. And because we know you’ve probably more important things to think about we’ll do whatever we can to make sure you’re happy with the way we handle your situation
If you decide an item isn’t right for you, then in most situations you’re free to exchange the item within 30 days for something you do want, ask for a credit note to spend later or ask for a refund.
Items should be returned to us in their original condition and product packaging and within 30 days (see below)
How long do I have to change my mind?
For most products we offer a 30 days return policy. For reusable washable nappies we offer a 90 day return policy, while for sale items it’s 7 days.
How do I return an item?
Returning an item via the post is very easy. Simply pack the items you wish to return securely and use the returns form that came with your order.
If you purchased the item from a store or have misplaced the return form please include a note with your return with the following:
You full name
Postal address including postcode
Daytime telephone number
Email address
Order number (can be accessed via your online account)
Receipt
The reason why you’re returning the product
How you would like us to proceed – do you want an exchange/ credit note or refund
Send your return item/s to:
Customer Service
Born
64 Gloucester Road,
Bristol
BS7 8BH
If the item is an expensive product then you may wish to consider using a tracking parcel service or courier service. Unfortunately Born is unable to accept liability while the item is in transit, so we always recommend using one that offers in-transit insurance.
We know you’ve probably got lots of more important things to think about, so if you’d like our help in arranging a courier please feel free to contact customer service and we’ll try our best to help. You can contact customer service by emailing customerservice@borndirect.com
Alternatively we’re very happy for you to return an item at any of our Born stores.
Can I return an online purchase at a Born store?
Yes, simply come in and we’ll help you from there.
If you’re wishing to replace an item please note that each store may not have a replacement for you to take away with you that day. In this situation we can arrange a date when you will be able to pick it up from the store or alternatively we can deliver the item.
You can see the contact details for our stores here
How quickly will I be refunded?
We always try to make sure the amount is back in your account within four working days however on rare occasions it may be up to 30 days.
Can I return an item if it was a gift?
We know that many of customers are buying baby items as gifts for either new parents or their babies. If you’ve received a gift and wish to exchange it for another item or a credit note then we’re happy to help as long as the item is unused and in any original packaging.
Simply return the item and tell us what you’d prefer. If you need some guidance on this please contact us at customerservice@borndirect.com
If you don’t have proof of purchase we’ll always try to help and may offer you a credit note for the items current value. Without proof of purchase we’re unable to offer a refund regardless whether the product is faulty or not.
Can I return a gift voucher?
Unfortunately we’re unable to refund Born gift vouchers
Can I return reusable nappies?
Yes, as long as they haven’t be used and are in a suitable condition that we can re-sell them then we’re happy for you to return them to us. If the nappies have been washed then we’re unable to refund them unless of course they are faulty, in which case we will offer a replacement.
Because we know that sometimes people don’t always try re-usables until their baby is slightly older we offer a 90 day return policy for nappies, rather than 30 days for other products.
Can I return an item I bought at a sale or reduced price?
Yes, you can return anything you bought at a reduced price – however if you wish to receive a refund because you’ve changed your mind then please ensure you return the item within seven working days of purchase.
What about products I’ve assembled?
If you’ve purchased an item you’ve had to assemble at home, such as a cot or high chair (such as a Stokke Tripp Trapp) then unfortunately unless the product is faulty then we are unable to offer either a refund or replacement.
What about ‘made-to-order’ products?
If you’ve purchased anything which can be considered a ‘special order’, ‘made to order’ or ‘made to measure’ then please contact customer service. While our policy is that we reserve the right to decline the offer of a refund or replacement, depending upon the nature of the personalization we’ll do what ever we can to help including discussing it with the manufacturers. Obviously if you’ve ordered a bright pink Ollie Ella Chair with yellow cushions and gold stitching we may find it harder to help!
What if I’ve chosen the wrong Bugaboo colour combination?
For those products that offer the opportunity to mix and match colours (such as Bugaboos and Bloom bouncers or high chairs) then as long as the colours are not ‘specials’ then we’re happy to replace or refund the item.
What if I’m replacing an item I bought as part of a Product Bundle or multiple purchase?
We’re more than happy for you to return a single item from a bundle, but please be aware that we shall only be able to offer a replacement or refund at the discounted price, rather than the non-discounted price.
What if you sent me a free gift, do I need to return that as well?
Sometimes we add a little gift to someone’s order, such as fair trade chocolates or something nice for the bath. If you wish to return part or all of your order we recommend quickly scoffing the chocolates or taking a very long, luxurious bath. We think you deserve a little treat!
Who pays to return an unwanted item?
Unless the item you wish to return is faulty then unfortunately we’re unable to reimburse you for the cost of postage. Only by asking customers to pay for their returns can we keep our prices as low as possible, and please remember we’re happy to have items returned via a store.
If you are returning faulty goods then we will refund the cost of Royal Mail Second class post. For larger items please contact customerservice@borndirect.com
Will my refund include the delivery cost?
If you wish to return a faulty item then we will reimburse the initial delivery charge if you tell us within 7 working days of purchase. If you tell us after 7 days that you plan to return the item then we’re unable to reimburse the initial delivery charge.
If you wish to return an item for any reason other than it’s faulty, then unfortunately we’re unable to reimburse the initial delivery charge.
What if it’s an international order?
We’ll try to help as much as possible but we’re unable to reimburse delivery charges to destinations outside the UK.
These conditions do not affect your statutory rights and Born adheres to Distance Selling Regulations for order made over the Internet or by telephone.
Faulty goods
Faulty Goods should be recevied by you in the same condition as they left us. If a product you purchase from us is faulty you can return it to Born for an exchange. Please advise us within 7 days of receipt. In some cases a repair may be offered in preference to an exchange.
You can call us on 0117 924 5080 to discuss the problem first and we will advise as to the next step. Sometimes all we need is a photo to prove the fault so that we can arraange a replacement.
If we want the item back we will let you know, if so, please enclose a note giving your name, address and the reason for the return and wrap the package securely.
If you are returning an item because of an error on our part or because it is damaged, we will be happy to refund the delivery charges incurred in sending the item back to us. Otherwise you will be responsible for those charges and the costs of any other services.
We nurture good relationships with our suppliers and only choose ones that we believe provide quality goods and great aftercare. Sometimes they let us down and you might get a faulty good or something breaks/goes wrong. We will always do our best to rectify the situation as soon as possible, however we are also a customer to our suppliers and are sometimes at their mercy. We have and will discontinue lines where we feel suppliers are not supportive of us or the products do not stand up to your or our expectations, so we welcome your feedback on a products use and how well it functions and lasts. Please email us your feedback on the email address below.
Privacy policy
We request personal details on the order form for our records only. We do not disclose customer information to third parties. All emails you receive will be directed through Born. Cookies are used on this shopping site, but only to keep track of the contents of your shopping cart once you have selected an item.
By shopping at Born you will on occasion be sent emails with information on special offers of news.
Complaints
We want you to be happy with your shopping experience with us. If for any reason you need to complain or perhaps just inform me of how we could have done things better please contact us at: Eva Fernandes, Director, Born, 64 Gloucester Road, Bishopston, Bristol, BS7 8BH. Tel 0117 924 5080 or email us
This does not affect your statutory rights.
