FAQs

Ordering and delivery

How long will my order take?

Roughly 4 to 8 working days in total: 1 to 2 working days for us to pick and pack, then 3 to 6 working days in transit. Full detail on the Shipping & Delivery page.

How much is delivery?

Free on orders of £50 and over. Below that it is £3.95.

Will I have to pay anything when my parcel arrives?

No. The price you see at checkout is the price you pay. It includes any UK tax due, and there is no handling fee, packaging fee or card surcharge. If a carrier ever asks you for an additional charge on a Baby Bisou parcel, send us the receipt and we will refund it in full.

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 1 to 3 working days after the parcel leaves our 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 8 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. You always keep your 14-day legal right to cancel after delivery.

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 inspect returns within 2 to 4 working days of receiving them and always refund within 14 days. Your bank then takes 3 to 5 working days to show it.

Where do I send my return?

Email hello@babybisou.com first and we send you the correct return address within one working day. Please do not post anything before you have it, as parcels sent elsewhere cannot be processed.

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?

Visa, Mastercard, Maestro, American Express, Union Pay, PayPal, Klarna, Shop Pay, Apple Pay and Google Pay. 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 page. We answer within 24 hours on working days, Monday to Friday, 9:00 to 17:00 UK time.