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.
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.
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
- Email hello@babybisou.com with your order number, which items you are returning and why. Add a photo if something is damaged.
- We reply within one working day with the return address and instructions.
- Pack the items securely and send them to the address we give you.
- 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
Once we receive your return we inspect it and refund you within 14 days, to the original payment method. Most refunds land well inside that. How quickly it shows on your statement depends on your bank, usually 3 to 5 working days after we process it.
We will email you when the refund is on its way. If 14 days have passed since we confirmed it and you still see nothing, contact your bank first, then us.
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.
Discounts and returns
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 your order below a threshold that earned you free delivery or a multibuy discount, we adjust the refund accordingly.
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.
Contact
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