Ordering and delivery
How long will my order take?
Roughly 9 to 15 working days in total: 1 to 3 working days for us to pick and pack, then 8 to 12 working days in transit. Customs checks can add to that. Full detail on the Shipping & Delivery page.
How much is delivery?
Free on orders of £40 and over. Below that it is £3.95. That is what you pay us at checkout. Depending on what you order there may also be an import charge payable to the courier on delivery, which is covered in the next answer.
Will I have to pay anything when my parcel arrives?
Possibly, and we would rather be straight with you about it. Your order ships from outside the UK, so it passes through customs and the courier may collect import VAT plus a handling fee at the door.
The good news is that children's shoes are zero-rated for VAT in the UK, so on most of our range the import VAT is 0%. Toys and accessories are standard-rated at 20%. Couriers do normally charge an administration fee for clearing a parcel, usually between £8 and £12, even when the VAT itself is nil.
Not sure what a particular order would come to in total? Email us before you buy and we will work it out with you.
Do you deliver outside the UK?
Not yet. We deliver to the United Kingdom only, including Northern Ireland, the Highlands and Islands, the Isle of Man and the Channel Islands.
How do I track my order?
Use the link in your shipping confirmation email, or go to Track Your Order and enter your order number. Tracking usually starts updating 3 to 8 working days after the parcel leaves the warehouse.
My tracking has not moved. Is something wrong?
Usually not. A parcel can sit between scans for several days, particularly early on. If nothing has changed after 10 working days, email us and we will chase it.
Can I change or cancel my order?
Email us within 30 minutes and we will usually catch it. After that it is likely already being picked, so use the returns process instead.
Sizing and fit
How do I know which size to order?
Measure the foot rather than guessing from age. Our Shoe Size Guide walks you through it in two minutes and every product page has a size chart.
Should I size up so they last longer?
A little growing room is good, about a centimetre beyond the longest toe. More than that and the shoe slides on the foot, which is the main reason baby shoes fall off and the main reason toddlers curl their toes to keep them on.
My baby is not walking yet. Do they need shoes?
Not for support. Pre-walking feet develop best bare. Shoes at that stage are for warmth and for keeping socks on. Look at our soft soles and sock shoes rather than a structured first walker.
Returns and refunds
What is your returns policy?
You have 14 days to cancel under UK law and 30 days with us to change your mind. Items must be unworn with labels attached. Full detail on the Returns & Exchanges page.
Who pays for return postage?
You do if you changed your mind or the size is wrong. We do if the item is faulty, damaged or not what you ordered.
Do you charge a restocking fee?
No.
How long does a refund take?
We refund within 14 days of receiving the item back, usually much sooner. Your bank then takes 3 to 5 working days to show it.
My order arrived damaged. What now?
Email hello@babybisou.com within 7 days with your order number and a photo. We cover the cost of putting it right.
Payment
Which payment methods do you accept?
Major debit and credit cards, plus the wallet options shown at checkout. All payments run through Shopify's secure, encrypted checkout. We never see or store your card details.
Where do I enter a discount code?
In the "Discount code" box at checkout, then click Apply. One code per order.
Still stuck?
Email hello@babybisou.com, call +44 20 8040 0121, or use the contact form. We answer within 24 hours on working days, Monday to Friday, 9:00 to 17:00 UK time.