FAQs

If your item has not arrived within the timescale mentioned above, please contact us and we will investigate the item’s whereabouts. Please bear in mind that items sent via the Royal Mail do frequently get delayed in the post and are not considered lost before 15 working days for UK deliveries.

BFPO addresses must be entered into the fields in our online order form in the format shown below. Please ensure that the BFPO number is entered into the postcode field:

• Full name: Service Number, Rank, Name
• Address line 1: Company
• Address line 2: leave field blank
• Town/City: Regiment
• County: leave field blank
• Postcode: BFPO ### (eg: BFPO 123)
• Country: United Kingdom
• Phone number: enter a contact number, either your own or the recipient's. Note that items over 2kg cannot be sent to BFPO addresses.

Items sent via Royal Mail will be delivered via the normal Royal Mail delivery timetable which includes Saturdays. Our couriers do not deliver at weekends.

Customers may return a product within 30 days of delivery as long as it is unused, in the original packaging and in a salable condition. Customers are responsible for arranging the return of an item and for the payment of shipping costs. We are sorry but we cannot accept returns of sealed items which have been opened or flat packed furniture that has been opened or assembled. We cannot accept returns where the original packaging has been taped up with brown packing tape or the return address has been written with pen or felt-tip. If you wish to return an item, please contact us.

Unfortunately, we are unable to offer a timed delivery service at this time.

Standard delivery times for UK deliveries is 2-5 working days, all orders placed up to 2pm are dispatched on a 48 hour service however sometimes there are delays with the couriers.

Smaller boxed items are normally packed in secure mailing sacks. Fragile items will be boxed. Larger items such as prams will be dispatched in their standard boxes.

You can check your shipping charges either in your shopping cart or during the checkout.

Customer service: shop@hellobabydirect.com

Note:  We do not make or sell the 'Hello Baby Monitor'

Business enquiries: shop@hellobabydirect.com

Live Chat: Live chat is available during office hours, see the bottom right of your browser. 

Unfortunately, we are currently unable to accept these forms of payments.

From time to time we cancel orders as they have a high perceived fraud risk or simply because we do not have enough information about the payee to assess the fraud risk. We will normally try and contact the customer before cancelling in order to obtain additional information. Cancelling your order will have no implications on your credit rating. If you feel that your order has been cancelled in error, or require more information, please contact us.

The Hello Baby website complies with the highest security standards so you can shop with complete confidence. Our checkout is encrypted and is fully PCI DSS compliant.

We only store information relevant to fulfilling your order i.e. name, delivery address, billing address and email. Our credit card processing is managed by an external payment provider and we have no access to our customer's card details at any time.

Hello Baby does not share data with third parties unless they are involved in the fulfilment of your order (e.g. payment service providers or courier companies). These companies will never use your details for marketing purposes.