Refund policy

We offer a voluntary 30-day return policy, which means you have 30 days after receiving your item to request a return and send the item back to us. This is in addition to, and does not affect, your statutory rights.

To qualify under our voluntary returns policy, an item must be in the same condition in which you received it, unworn or unused, with its tags and original packaging. You’ll also need your receipt or other proof of purchase. These conditions do not limit your statutory rights, including your rights when cancelling an eligible online purchase or when goods are faulty, damaged, not as described or unfit for purpose.

Please request your return before sending anything to us so that we can provide the correct return address and instructions. Failure to use our returns process does not affect any statutory rights you may have.

If the items are not returned to us within the 30 day period as requested, we reserve the right to :

1: If the item has not been already shipped - Cancel the return
2: If the item arrives back with us after the 30 day period - Charge a £5 restocking fee which will be deducted from your refund along with any original shipping costs. Any  free shipping benefits received will also be deducted from your refund.



To start a return:

Log into your account on our website or at https://account.adorababy.co.uk or via SHOP and choose Returns - you will be able to auto request your return

Alternatively you can contact us at hello@adorababy.co.uk.
Or message us using our chat/messaging service.

If your return is accepted, we’ll send you our return shipping address, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at hello@adorababy.co.uk. or via our messaging service


  • Damages and issues
    Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


  • Exceptions / non-returnable items
    Certain goods may be excluded from change-of-mind returns where permitted by law. These can include perishable goods, goods made to your specifications or clearly personalised, and sealed goods that are not suitable for return for health-protection or hygiene reasons where the seal has been broken after delivery.  Please contact us if you are unsure whether an exception applies.
    Nothing in this section affects your statutory rights where goods are faulty, damaged, not as described or unfit for purpose.

    Sale items

    Sale and promotional items are subject to the same cancellation and return rights as full-price items, unless a statutory exception applies. i.e Sale items within the Final Sale or Clearance collection or marked in the description as Final Sale are non-returnable. This policy does not affect your statutory rights, including your rights where goods are faulty, damaged, not as described or unfit for purpose.


  • Exchanges
    The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

  • UK cancellation rights

    For most goods purchased online, UK customers have the legal right to cancel their order within 14 days after the goods are received, without giving a reason. After notifying us of the cancellation, you normally have a further 14 days to return the goods. Exceptions prescribed by law may apply.

    You may inspect goods as you would in a shop, but we may reduce the refund if handling beyond what is reasonably necessary has diminished their value. When an entire eligible order is cancelled, we will also refund the basic outbound delivery charge, up to the cost of our least expensive standard delivery option.

    Please contact us or use our online returns service to exercise this right. This section does not affect your rights where goods are faulty, damaged, not as described or unfit for purpose

  • Return postage

Customers are responsible for the cost of returning change-of-mind items unless we state otherwise. If an item is faulty, damaged, incorrect or not as described, please contact us before returning it so that we can arrange or reimburse reasonable return costs where required.

     

    • Refunds on your Return

      We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
      If more than 15 business days have passed since we’ve approved your return, please contact us at info@adorababy.co.uk or via our messaging service

     

    •  Voluntary Returns from orders with free delivery:

    For returns made under our voluntary returns policy after any applicable statutory cancellation period has ended, If your original order qualified for free delivery and returning an item reduces the value of the items you keep to below the free-delivery threshold, we may deduct the standard delivery charge that would have applied to the remaining order from your refund. This does not affect your statutory rights, including where an item is faulty, damaged or not as described.

     

     

    • European Union 14 day cooling off period
      Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.