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Pricing Policy

Our prices are never more than the retailers recommended retail price. Where possible we will price match with shops and online stores, please ask us. We would prefer to do this than spend staff time demonstrating items to you and then have you go online to buy it to save a few pounds. We prefer to serve customers in the locality of our stores, so if you are able to collect from us, thereby helping us to keep our costs down we may be able to give you a further discount on any heavy or bulky items that would otherwise cost us a lot to deliver.

To discuss this and to place an order on the phone please call 0207 249 5069. If you are calling for a price match please have the details of the price and where you saw it, as we will need to check this first before agreeing on the price match. Where the store does not supply a phone number this is an immediate alarm bell that they will not be providing good customer service, so unless we can verify their price we will not match it. We reserve the right to: not price match web only stores, or stores where we know the customer service is seriously lacking, or if the item is out of stock with the company with the lower price. We know the industry well enough to know that some stores give little or no customer service, or promote low prices on items they do not have in stock.  'Pile it high, sell it cheap' pricing is fine if you never have a warranty claim, but a major stress if you do.

We may refuse to price match an item where there is a local store closer to you that you would be better served buying from.  We apply this on a case by case basis, usually after agreement with our suppliers.

Please be aware of the 'hidden' costs of buying from cheap online stores; we sadly have had customers with major issues with purchases (especially buggies) and are not able to get these problems resolved easily.  Having to ship your buggy cross-country to the web-shop you purchased it from, leaving you without your buggy for an indefinite period can be highly inconvenient.  On a few occasions we have had to step in and help customers who have been left with a faulty buggy and a cut-price retailer who has closed down, such as the much publicised closure of 2 Left Feet.

Did you know? Some online stores have a dedicated person whose job it is to trawl the Internet to check prices, and then reduce their prices to just a bit lower? We neither have the time or inclination to do this; we'd rather give you great service in our shops. So please show your appreciation for that by buying from us and don't feel embarrassed to ask us to price match! Unless it is a ridiculous price, and bearing in mind all the above, we will try our best to match it.

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 5069or 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.

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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 £40 within the UK. The delivery charge for orders that do not meet the £40 free delivery threshold is £4.95.

Next day delivery is available on items in stock and if ordered before 11am. Next working day delivery is possible (Monday to Friday only)  if these conditions apply and costs £8.95 regardless of the value of your order.  Please note that orders which arrive with us after 11am 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 Next Day Delivery may not be possible for larger items, eg furniture and mattresses. If you need next day delivery for these items, please call 0117 924 5080 so that we can check with the supplier.

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.

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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.

 

Offer and Promotional Pricing

Offers, discounts and promotion codes can be used for all products on the site, or just those indicated within the communication, with the exception of:

  • Products that are already discounted, on offer or reduced from their non sale price
  • Products bought within a Bundle offer, as these are already discounted offers

Offers and discounts usually have either a specified date of expiry or a number of days to expiry is indicated (eg 7 days till this offer expires).  The the latter case the 7 days starts from when the communication (eg email) is sent from Born

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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)

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If Your Order Has Not 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 dispatch 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.

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VAT Charges

VAT is not charged on baby clothing (including nappies). For orders made from the UK or the European Union, 20% or 5% VAT is included in the price of all products that are eligible.

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Returns Procedure

We want you to enjoy each shopping experience with us but we know occasionally you may want to return items you have bought or had given to you as a gift.  And because we know you have 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:

Your 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.

As we know parents lead busy lives, we are always happy to help by arranging a courier if you require;  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 have 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 have changed your mind then please ensure you return the item within seven working days of purchase.

What about products I have assembled?

If you have purchased an item you have had to assemble at home, such as a cot or high chair (such as a Stokke Tripp Trapp), unfortunately unless the product is faulty, we are unable to offer either a refund or replacement.

What about ‘made-to-order’ products?

If you have 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 have 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 orders made over the Internet or by telephone.

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International Orders

If you are shopping on our website, and require delivery outside of the UK or BFPO address we offer a service where we give you a quote for the shipping based on the items in your basket.  This process is individual and can take up to five working days. This allows us to be find the best possible quote depending on the weight and size of the order, as this will determine the mode (Royal Mail or Courier) we choose. The shipping costs will be the actual cost quoted by the provider, plus a small charge to cover packing materials.

Place your order and we will ascertain the delivery and expected length of time for delivery and send you a quote for the delivery charge.  You have 7 days to accept the shipping quote, proceed with the order and pay, after which time the quote will lapse.  If you do not wish to proceed with the order you can simply delete the email and the quote will lapse within seven days.

We are restricted from shipping certain items outside the UK, mainly those which have been modified to pass UK safety laws.  In addition some suppliers require us not to supply to regions where there are local retailers in place.  Unfortunately in these cases we will not be able to provide you with your order;  we will let you know if this is the case via email.

Products manufacted by Stokke can only be shipped to the following countries: Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Republic of Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, The Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, UK.

Faulty Goods

Faulty Goods should be received 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 arrange 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 suppliers we believe provide quality goods and great aftercare. Sometimes they let us down and you might get a faulty item, 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.  We welcome your feedback on a products usability, how well it functions and lasts.  Please email us your feedback on the email address below.

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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.

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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: 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.

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Competition Rules

FACEBOOK COMPETITION OCT 2014

1. The promoter is Born whose registered office is at 64 Gloucester Road, Bishopston, Bristol BS7 8BH.

2. Employees of Born or their family members or anyone else connected in any way with the competition or helping to set up the competition shall not be permitted to enter the competition.

3. There is no entry fee and no purchase necessary to enter this competition.

4. Route to entry for the competition and details of how to enter are via https://www.facebook.com/Borndirect

5. Closing date for entry will be Tues 14 October 2014 at 6pm. After this date the no further entries to the competition will be permitted.

6. No responsibility can be accepted for entries not received for whatever reason.

7. The rules of the competition and the prize for each winner are as follows:

8. The promoter reserves the right to cancel or amend the competition and these terms and conditions without notice in the event of a catastrophe, war, civil or military disturbance, act of God or any actual or anticipated breach of any applicable law or regulation or any other event outside of the promoter’s control. Any changes to the competition will be notified to entrants as soon as possible by the promoter.

9. The promoter is not responsible for inaccurate prize details supplied to any entrant by any third party connected with this competition.

10. No cash alternative to the prizes will be offered. The prizes are not transferable. Prizes are subject to availability and we reserve the right to substitute any prize with another of equivalent value without giving notice.

11. Winners will be chosen at random by software provided by Heyo.com from all entries received and verified by Promoter and or its agents or by an independent adjudicator or panel of judges appointed by the Promoter.

12. The winner will be notified by email within 28 days of the closing date. If the winner cannot be contacted or do not claim the prize within 14 days of notification, we reserve the right to withdraw the prize from the winner and pick a replacement winner.

13. The promoter will notify the winner when and where the prize can be collected.

14. The promoter’s decision in respect of all matters to do with the competition will be final and no correspondence will be entered into.

15. By entering this competition, an entrant is indicating his/her agreement to be bound by these terms and conditions.

16. The competition and these terms and conditions will be governed by English law and any disputes will be subject to the exclusive jurisdiction of the courts of England.

17. The winner agrees to the use of his/her name and image in any publicity material. Any personal data relating to the winner or any other entrants will be used solely in accordance with current UK data protection legislation and will not be disclosed to a third party without the entrant’s prior consent. The entrants email addresses may be used for marketing purposes but will not be disclosed to a third party without the entrant's prior consent.

18. The winner’s name will be available 28 days after closing date by sending a stamped addressed envelope to the following address: Born, 64 Gloucester Road, Bishopston, Bristol BS7 8BH.

19. Entry into the competition will be deemed as acceptance of these terms and conditions.

20. This promotion is in no way sponsored, endorsed or administered by, or associated with, Facebook, Twitter or any other Social Network. You are providing your information to Born and not to any other party. The information provided will be used in conjunction with the following Privacy Policy found above.


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