Delivery and Returns

What happens when I make an order? 

When you make an order, you’ll receive an order confirmation via email. Order confirmations will be sent directly to my suppliers the next working day, and aim to be delivered within 7 working days, apart from the suppliers which are not based in the UK (Childhome and Woodtoy; they are based in Belgium and Denmark respectively, and as such please allow for 2 weeks for delivery for items provided by these suppliers / vendors). Payment will be taken upon order confirmation, and if an item is out of stock or unavailable for some reason, you will be refunded within 7 working days.

Who will send me my order and how will it be packaged?

All the products sold on Plastic Free Baby are sold by Third parties via a merchant fulfilment method called dropshipping, and in some cases they impose certain restrictions or conditions on those products. For example, we may not be able to accept your order because something is out of stock (for example); we would let you know if this was the case as soon as possible. Also, this means that I often have little or no control over packaging - I do request no or low plastic packaging from all of my suppliers, but the industry is simply not set up yet to be able to respond to consumer demand and many cannot offer this yet. However, the more we demand, the more likely it will happen in the future! 

On the bottom of each item listed on Plastic Free Baby I have given a clear indication of what packaging to expect the item to be packaged in for delivery. Please make sure that you have a read of this before you purchase to make sure you are happy for your item to arrive in stated packaging. In some cases this is, unfortunately, plastic. Read more about this in my FAQs

Do you sell outside the UK?

Until very recently I sold only to the UK. Now I am able to ship to Europe also!

What do you charge for delivery?
We only have one standard delivery charge (delivery within 7 days). 

Standard shipping at check out is £3.95. This charge will be displayed at checkout.  
European shipping at check out is £9.65.

Some items will be packaged in plastic for protection during delivery. Here’s why.

If you wish to make a change to the services you have ordered please contact me on hello@plasticfree.baby . We will let you know if the change is possible. If it is possible you will be advised about any changes to the price, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If the change is not possible or you don’t wish to go ahead, you may want to cancel your order.  You have a legal right to change your mind within 14 days and receive a refund. 

Unfortunately I can't be responsible for delays outside my control. If the supplier of the services is delayed by an event outside our control then I will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay, which may include a discount on the price or a discount on your next order depending on the circumstances. 

What do I do if an item I have bought is faulty or misdescribed?
If you have any questions or complaints about the services, or need to let us know that an item is considered to be faulty or misdescribed, please contact me via email at hello@plasticfree.baby sending me details of your question or complaint. If you consider that an item is faulty or misdescribed, please send a photo attached to your email as many of our suppliers require photographic evidence for refunds or replacements. It could be that the product may be repaired, replaced or you may get all or some of your money back.

Want to make a return?
You have a legal right to change your mind within 14 days and receive a refund. These rights, are in accordance with the Consumer Contracts Regulations 2013. You do not have a right to change your mind in respect of:
  (a)  bespoke or personalized services
  (b)  services sealed for health protection or hygiene purposes, once these have been unsealed after you receive them.
If you wish to exercise your legal rights to reject your order or part of your order, you must return the items in their original and unused condition. Please contact hello@plasticfree.baby if you have changed your mind about an order and wish to make a return. You will have to pay for the costs of the return of any goods. We are sorry but we are unable to refund postage and packing costs, unless goods are deemed to be faulty (not fit for purpose).

We will pay the costs of return if the product(s) are faulty or misdescribed, if we have changed the agreed terms. In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.