For one week only all donations will be matched by The Big Give ❤
Delivery and Returns Policy
Collection of purchased items
At the moment we offer a collection only service for all orders placed through our site. We are not currently offering a delivery service.
When your order is ready, an email notification will be sent to the email address you provided when making your order. Your order can then be collected from any of our regular groups in Otford, Tonbridge and Tunbridge Wells - you can select your preferred pickup location at the point of ordering.
Each item has a different order cut-off date and estimated pick up time, please read the item description carefully before placing your order.
What if I want to change my collection location?
Not a problem. Please let us know your new preferred location once you have received email confirmation that your order is ready for collection.
What if I can’t collect my order when it is ready?
We are happy to keep your order safe for up to 3 weeks until a more convenient time for your to collect.
Can someone else collect my order for me?
This is possible but they must provide a valid ID and your order reference number.
Refunds and Exchanges
We are happy to exchange, refund, or provide a credit voucher for most items within 14 days of collection. Any refund or exchange is offered entirely at our own discretion and the item must be returned in its original unused condition with its undamaged packaging.
Unfortunately, we do not accept returns from personalised items unless they are faulty. When ordering any items that are personalised, please ensure you thoroughly check all of the personalisation details before placing your order.
If you discover that you have a faulty item we would like to know. If possible, please inform us when you collect your item, or as soon as possible afterwards so that we can help put things right.
Please note that we may sometimes sell items that are donated and they may not be perfect but that does not mean they are faulty so please check your selected item to ensure you are happy before you make your purchase.
Who do I contact if I want to return an item or inform you of a faulty item?
Please inform a staff member or volunteer at your chosen pick up location. Alternatively, you can email us on info@babyumbrella.org.uk . Please ensure you provide your order number, name and contact details when making contact. You must advise us within 14 days of collection if you would like to return an item, or within 30 days of collection if the item is faulty. All items must be returned to their original pick up location.
I want to return my item but I’ve had it for longer than 14 days.
Sadly we are unable to refund items after 14 days from collection unless it is faulty. A credit voucher may be offered entirely at our own discretion if the item is returned in its original unused condition with its undamaged packaging.
How long until I receive my exchanged item or refund?
If you have chosen to exchange your item then we will try our hardest to get a replacement item to you as soon as possible if it is in stock. All of our items have different estimated collection times, and we will advise you of your new estimated collection date once the exchange has been processed. If you have chosen to refund your item, we will aim to process your refund within 14 days of receiving your return item.
Are there any items which are not returnable?
We are unable to offer refunds on personalised items, sale items, or items that are not in their original packaging or in an unused condition unless they are faulty.