Returns & Exchanges

We want the shoes to fit and we want you to be happy with them. If they are not right, here is exactly how to send them back and what you get. By completing a purchase with Baby Bisou you accept this policy, and nothing in it replaces or reduces the rights you have under the consumer protection laws of your state.

Our 30-day returns window

You have 30 days from delivery to change your mind about any item, for any reason. Within those 30 days you can return any unworn item for a refund of the price you paid for it. Outbound shipping is not refunded on a change-of-mind return, and you pay the cost of sending the package back. Your statutory rights are never affected by anything on this page.

Condition of returned items

Items must come back unworn, unwashed and undamaged, with the original labels attached and the packaging intact. Trying shoes on indoors, the way you would in a store, is absolutely fine. Wearing them outside is not, because we cannot sell them on afterwards.

If an item comes back in a condition we cannot resell, we may reduce your refund to reflect the loss in value. We will always tell you before we do that, with a photo.

If something is wrong with your order

Damaged, faulty, incomplete or incorrect orders should be reported to hello@babybisou.com within 7 days of delivery, with your order number and a photo. We arrange a replacement or a full refund, shipping included, at no cost to you, and we pay the return postage.

To be straight with you about what we cannot treat as a fault:

• Natural variation in leather grain, dye lots and knit texture between pairs
• Damage caused after delivery through wear, washing or misuse
• A change of mind about the color or the style
• Differences of a few millimeters from the measurements in our size chart

None of that stops you returning the item within the 30-day window. It only means we handle it as a change-of-mind return rather than a quality claim, so the return postage is yours rather than ours.

What cannot be returned

• Items where a hygiene seal has been broken
• Personalized or made-to-order products
• Items damaged through use rather than through a fault
• Gift cards

None of these exclusions apply if the item is faulty, damaged on arrival or not what you ordered.

Who pays for the return

You pay the cost of sending an item back if you are returning it because you changed your mind or because it does not fit. We recommend a tracked service, because the package is your responsibility until it reaches us.

We pay if the item is faulty, damaged in transit, or not the item you ordered. In that case contact us first and we will send you a prepaid label.

We do not charge a restocking fee.

Faulty items

Goods must be of acceptable quality, fit for purpose and as described. If a fault shows up within 30 days of delivery we replace the item or refund you in full, including any shipping you paid. Nothing here limits any warranty rights you have under the laws of your state.

How to start a return

1. Email hello@babybisou.com with your order number, which items you are returning and why. Add a photo if something is damaged.
2. We reply within one business day with the US return address and instructions.
3. Pack the items securely and send them to the address we give you.
4. Send us the tracking number so we can watch for the package.

Please wait for the return address before sending anything. Packages sent to an address you found somewhere else, including our registered office in the Netherlands, cannot be processed and we cannot refund them.

Refunds

We inspect returns within 2 to 4 business days of receiving them and email you as soon as the refund is on its way. The refund goes back to the original payment method, in US dollars, and we always complete it within 14 days of the goods reaching us. Your bank then typically takes a further 3 to 5 business days to show it on your statement.

If 14 days have passed since we confirmed a refund and you still see nothing, check with your bank first, then come back to us and we will chase it.

Exchanges

The fastest way to get a different size is to return the original for a refund and place a new order. That way you are not waiting for one package to reach us before the next one leaves. If the size you need is low on stock, tell us and we will hold a pair for you.

How discounts work when you return items

If you used a discount code and return part of the order, we refund what you actually paid for the returned items, not the pre-discount price. If returning an item takes the rest of your order below a threshold that earned you free shipping or a multibuy discount, the discount no longer applies and we adjust the refund accordingly. We show you the arithmetic before we process it.

Canceling before your order ships

Email us within 30 minutes of ordering and we will usually be able to stop it. After that the order is likely already being picked, so use the returns process above once it arrives.

Contact

Baby Bisou, a trading name of River Flows B.V.
Email: hello@babybisou.com
Phone: +1 (256) 697-5874
Hours: Monday to Friday, 9am to 5pm Central European Time (3am to 11am Eastern)
Response time: usually within 24 hours on business days

Please email us for the return address before sending anything back. Full company details are on our Contact page.