Returns and Exchanges

Royal Mail Tracked Returns labels must now be requested directly from us via email. Please include your order number in a short email and after manual verification you will receive an automated response. This will contain a PDF label if you wish to print at home and a QR code for label printing at the post office.

Returns Policy

Thank you for shopping with us! We want you to be completely satisfied with your purchase. If, for any reason, you are not happy with your item(s), we offer a hassle-free returns and exchanges policy. Please review the following guidelines to ensure a smooth return process.

1. Return Timeframe
   You may return any item(s) within 30 days of receiving your order. We kindly ask that you initiate the return process within this timeframe.


2. Condition of Returned Items
   To be eligible for a refund, exchange, or credit, the item(s) must be in resaleable condition. Please ensure that the item(s) are:
   
   - Unworn and unwashed
   - Carefully folded
   - With labels still attached
   - With tags and original packaging intact
   


3. Non-Eligibility for Returns or Exchanges
   We will not be able to refund or exchange items that:
   
   - Have a noticeable smell of detergent, smoke, perfume, or spray tan
   - Have stains, pet hairs, or food stains
   - Are ragged, crumpled, or creased
   
   Please note that pants, knickers, boxers, and socks cannot be returned if they have been tried on. These items must be returned in the same condition as received, including packaging.


4. Vouchers
   Please note that vouchers are non-refundable and cannot be exchanged for cash.

Returns must include the original invoice with the returns section filled in or a note with your name, order number, and a daytime contact telephone number. Your order number can be found in your order confirmation email. Items from multiple orders can be included in the same return. Please ensure all relevant order numbers are included.

Once we receive and process your returned item(s), we will issue a refund, exchange, or credit to your Cambridge Baby account. Although we are usually much faster, please note that it may take up to two weeks for the return to be processed, especially during busy periods.

Our Address

UK Returns

For returns within the UK you can use our Royal Mail tracked returns label. Please request a label from us by email. We will send you a PDF copy of the label for you to print at home and a QR code if you wish to have your label printed at the post office. There will be no charge for exchanges or credit requests. However, a £2.50 charge will be deducted from your refund when using the returns label for refunds. This is a fully tracked service and is often cheaper than purchasing your own shipping at the Post Office. Only one label is required per returned parcel even if it includes items from multiple orders.

Please include your order/invoice number when requesting a Royal Mail Tracked Returns label. This will link it to your order on our system.

Please note that we do not refund the cost of returns postage if our Royal Mail label is not used. If you prefer not to use the returns label, please send the item(s) to the address provided above.

UK Exchanges

For UK exchanges you can use our Royal Mail label free of charge.

Please request a label from us by email. We will send you a PDF copy of the label for you to print at home and a QR code if you wish to have your label printed at the post office.

Please fill in the original invoice exchanges section with the desired replacement product's name or product ID, size and colour or include a note with the desired replacement product name or product ID, size and colour, your name, daytime telephone number and delivery address.

We are happy to send out the first exchange on an order free of charge within the UK. Exchange orders will be dispatched using our standard shipping. If you would like a faster service please request it on the exchanges form.

We can not guarantee that the item you would like in exchange will be available. In this case, we will contact you.

In the case that additional payment is required we will contact you by phone or email to arrange payment.

Although we are usually much faster, please note that it may take up to two weeks for an exchange to be processed, especially during busy periods. Should you need your exchange faster than this, we advise you to place a new order online.

Worldwide/Global Returns

We do not refund the returns postage for worldwide or global shipping.

Please send your items to the address provided above.

Please ensure items are marked as 'returned goods' on all customs documents, if not the customer will be liable for any customs charges incurred. These will be deducted from any refund due.

International Exchanges

For International orders please place a new order online. We will refund the original items once they are received by us.

We are not liable for items lost in transit so we recommend you use a tracked service. Items must be marked as 'returned goods' on all customs documents, if not the customer will be liable for any customs charges incurred. These will be deducted from any refund due.

Credit

Items purchased with credit (including exchanges) can only be returned for credit and will incur a returns postage fee.

Missing, Faulty or Incorrect items

If an item is missing from your order, please contact us as soon as possible so that we can amend the issue.

If an item is faulty or incorrect, providing that you have followed our washing instructions, we will be happy to replace, refund or credit your Cambridge Baby account. Please note that the bobbling of an item of wool clothing does not constitute a fault. Read more about bobbling here.

To return an item to us, follow the same returns procedure as above: include the original invoice or a note with the required details, what is wrong with the item, and whether you would like a refund, credit or a replacement.

If you are within the UK please use our free UK Royal Mail Tracked Returns label to return the item to us.

If you are outside of the UK, please return the item to us with the postage cost clearly marked and we will refund you the cost of postage.