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FAQ
Q: Where is my order?
A: We will notify you once your item has been sent to you and we will supply you with a tracking number, which allows you to track the delivery status by visiting DPD website (www.dpd.com.pl/EN). If you have not received such a confirmation or have any doubt, please do not hesitate to contact us at monika@youandbaby.co.uk. Standard DPD delivery time is 4-7 working days. However in most cases your order should be received within 3-4 working days of the dispatch.

Q: How long will I have to wait for my order?
A: We aim to dispatch your order within usually 1-4 working days of the date you placed the order. In reality, we dispatch over 96% of orders within one working day (and we’re always striving to beat this target!). After dispatch, it may take 4-7 business days for your order to arrive at your door.

Q; Can you combine postage on multiple item?
A: Large items do not qualify for combined postage due to the weight, size and handling. Therefore large items are shipped separately.

Q: I have received the wrong item. What should I do?
A: We send hundreds of items to satisfied customers every week. However, due to human or technical failure, we do, on occasion, send an incorrect item. In the unlikely event of this happening we will undertake the following:
·         If your item is bulky we will arrange for the incorrect item to be collected and the correct item sent to you via courier.
·         If your item is lightweight you may be asked to return the incorrect item by post.

Q: I have only received part of my order
. What should I do?
A: Due to the weight, size and handling large items are shipped separately. Some items (travel systems) are shipped directly from the manufacturer, which is located in Poland. Therefore if you purchase two or more products at a time, they may have different availabilities and methods of delivery, in which case you may receive your items individually. If your order will not arrive within 7 working days of the date you receive the tracking details please contact us via e-mail at monika@youandbaby.co.uk . We aim to respond to your enquiry within 24 hours of receipt.

Q: I have received my order but I would like to return it.
A: We hope you will be highly satisfied with any product purchased from us but if you wish to return an item to us then we aim to make it as quick and convenient as possible.
Please do not state products are faulty when requesting returns unless there is a genuine fault, as you will have to pay the cost of shipping non-faulty products back to you. You must ensure returned goods are suitably packaged to avoid damage in transit as we will not accept responsibility for any such damage that occurs. This does not affect your statutory rights.
IF YOU CHANGE YOUR MIND...
Within 14 days
Our 14 days returns guarantee means that if you are unhappy with your purchase, you can return it to us within the first 14 days of the date you received the item(s) and we will issue a FULL REFUND of the product value. Please note that the cost of shipping will be your responsibility. We will not refund any shipping cost you paid. The items must be returned in their original packaging, in an unused, saleable condition. Your payment will be returned immediately after we have received the package from a courier.
All unwanted items need to be sent back to our warehouse located in Poland and you will be responsible for the cost of returning products. For your convenience item can be picked up from you and brought back to us. Our courier charge is £30.
IF THERE'S A MANUFACTURING FAULT WITH THE PRODUCT...
If there is a fault found with a product within 28 days of the date you received the item we'll repair the product or, if that's not possible, give you a replacement or, if that's not possible, a refund once our testing has confirmed the fault. No collection fee is charged. After 28 days and within its warranty period, we will arrange for a repair or replacement. This does not cover accidental damage or general wear and tear.
It is the buyer’s responsibility to check the item and contents within 7 calendar days of receiving of goods. Any irregularities or missing parts must be reported to us by email within 7 calendar days with attached photos or movie.

Q:
How do you ensure shipments will arrive intact?
A: All of our shipments are packed and shipped in such a way as to ensure safe delivery. We've chosen parcel carriers with excellent delivery and tracking records. In addition all items dispatched by us are insured by our courier. Please ensure you check the contents of your delivery before you sign for it. In the unlikely event that goods you have ordered have been damaged, please contact us so that we can investigate the problem quickly and efficiently. The following information is required:
1. Your order number.
2. Details of exact fault.
3. A photograph.
4. Make sure you retain the original packaging in case we have to collect the damaged product.
5. Include your telephone and contact details should we need to contact you.

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