Need to return an item? Follow the below returns process, depending on your reason for return.

Received the wrong item

If you think you have received the incorrect item, please email our Customer Services Team. They will be happy to solve the issue for you – [email protected].

My item is faulty

Oh no! We’ll get this sorted for you as soon as possible. Please email some images of the issue to our Customer Services Team. Include a copy of your proof of purchase to begin the warranty process of getting this exchanged – [email protected]. Please note, we will only be able to action a guarantee within the warranty period. Contact us if you are not sure how long the warranty is for your product.

Is your item faulty?

We are governed by manufacturors guarantees. Firstly we will need to ascertain whether your issue is a manufacturing fault. General wear & tear including fabric fraying, zips breaking and punctured tyres are not covered under a manufacturer’s guarantee or returns process.

If your item has developed a fault due to misuse, incorrect storage, lack of maintenance, accidental damage, or use of buggy boards or bag clips, this will not be classified as a manufacturing fault.

I no longer want the item

If you have received your item and don’t want to keep it, you may begin a return within 14 days of receiving your order. Simply send an email to our Team with your order number and reason for return. Our email address is [email protected].

Returns postage is chargeable as per our Terms and Conditions. Either you can post the item back to us, or we can arrange a courier collection at the cost of £20 per box. We can only collect from mainland UK postcodes. Unfortunately we cannot accept returns on furniture items unless expressly authorised by the manufacturer. There may be a restocking fee charged for this service.

Please note, all items must be returned in new, unused condition. They must be in the original packaging. Returns have to be arranged in advance and accepted by Baby Birds. If the item is accepted but not returned in resaleable condition, Baby Birds reserve the right to reject the return or deduct up to 25% from your refund. Baby Birds hold no responsibility for items damaged in transit where it has not been securely packaged. Return postage will be chargeable at £20 per box. If the collection is deemed “failed”, a second collection will be arranged and charged again.