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 your statutory rights.

Your legal right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel your order for any reason within 14 days of the day you receive it. You do not need to give us a reason. You then have a further 14 days to send the goods back.

When you cancel under this right we refund the full price of the goods plus the standard outbound delivery charge you paid. If you chose a more expensive delivery option, we refund up to the cost of our standard service.

Our 30-day returns window

On top of your legal right, we give you 30 days from delivery to change your mind. Everything below applies to that longer window. 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 shop, 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 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 colour or the style
• Differences of a few millimetres from the measurements in our size chart

None of that stops you returning the item under the 14-day or 30-day windows above. 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
• Personalised 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 parcel 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

Under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose and as described. If they are not, you have a short-term right to reject them for a full refund within 30 days of delivery. After that, and for the first six months, you are entitled to a repair or replacement, and to a refund if that does not resolve it.

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 working day with the 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 parcel.

Please wait for the return address before sending anything. Parcels sent to an address you found somewhere else cannot be processed and we cannot refund them.

Refunds

We inspect returns within 2 to 4 working 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, and we always complete it within 14 days of the goods reaching us. Your bank then typically takes a further 3 to 5 working 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 parcel 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 delivery or a multibuy discount, the discount no longer applies and we adjust the refund accordingly. We show you the arithmetic before we process it.

Cancelling before dispatch

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. This is on top of, and never instead of, your 14-day legal right to cancel after delivery.

Model cancellation form

You do not have to use this form. An email saying you wish to cancel is enough. It is here because the Consumer Contracts Regulations 2013 require us to provide it, and because some people prefer a set format.

Copy the text below into an email to hello@babybisou.com, or print it and post it with your parcel.

To Baby Bisou, hello@babybisou.com

I hereby give notice that I cancel my contract of sale for the following goods:

Order number: ______________________

Items being cancelled: ______________________

Ordered on: ____ / ____ / ________

Received on: ____ / ____ / ________

Name of consumer: ______________________

Address of consumer: ______________________

Signature of consumer (only if this form is sent on paper): ______________________

Date: ____ / ____ / ________

Send the form within 14 days of receiving your order. You then have a further 14 days to send the goods back to the return address we give you.

Contact

Baby Bisou
87-135 Brompton Road, Knightsbridge, London SW1X 7XL, United Kingdom
Email: hello@babybisou.com
Phone: +44 20 8040 0121
Hours: Monday to Friday, 9:00 to 17:00 UK time
Response time: usually within 24 hours on working days

Please email us for the return address before sending anything back.