Everything you need to know about how and when your order arrives. If your question is not answered here, email us at hello@babybisou.com and we will come back to you within one working day.
Where we deliver
We currently deliver to the United Kingdom only, including Northern Ireland, the Scottish Highlands and Islands, the Isle of Man and the Channel Islands. Orders placed from outside the UK cannot be processed at this time.
Delivery costs
| Order value | Delivery cost |
|---|---|
| £40 and over | Free |
| Under £40 | £3.95 |
This is the delivery charge you pay us at checkout. Please also read the section on import charges below, because for some orders a further amount is payable to the courier on delivery.
Import VAT and customs charges
Your order ships from our logistics centre outside the United Kingdom, so your parcel passes through UK customs. Import VAT and a courier handling fee may be charged to you when it is delivered. That amount is set and collected by the carrier and HMRC, not by us, and it is not included in the price you pay at checkout.
Two things worth knowing before you order:
- Children's shoes are zero-rated for VAT in the UK. Footwear designed for young children carries 0% VAT, so on most of our range there is no import VAT to pay. Toys and accessories are standard-rated at 20%.
- Handling fees still apply. Couriers usually charge an administration fee for clearing a parcel, typically between £8 and £12, even where the VAT itself is zero.
We would rather tell you this here than let it arrive as a surprise at your door. If you are unsure what a particular order would cost you in total, email us before you buy and we will work it out with you.
How long it takes
Your order goes through two stages, and the estimate at checkout covers both.
- Processing: 1 to 3 working days. We check the order, pick it and pack it. Orders placed at the weekend or on a bank holiday start processing the next working day.
- Delivery: 8 to 12 working days. This is the time in transit once the parcel has left our logistics centre.
Total: roughly 9 to 15 working days from the moment you order. We would rather tell you that up front than promise two days and disappoint you. Customs checks can add to this. If we cannot deliver within 30 days of your order, you are entitled to cancel and receive a full refund.
Tracking your parcel
As soon as your order ships you will receive an email with a tracking link. You can also track it any time on our Track Your Order page using your order number and email address.
Tracking information usually starts updating 3 to 8 working days after the parcel leaves the warehouse. A tracking number that has not moved yet does not mean something is wrong, it usually means the parcel has not been scanned into the next network.
If the address is wrong
Your order is sent to the address you gave at checkout, so please check it carefully before you pay. If an address is incomplete or incorrect the parcel may be returned to us. We will contact you to sort it out and arrange redelivery.
If you spot a mistake, email us within 30 minutes of ordering and we will correct it if the order has not yet been processed.
When delivery counts as complete
Once the carrier marks a parcel as delivered, delivery is complete. If the carrier says delivered and you do not have your parcel, tell us within 7 days and we will open an investigation with them.
Missing, damaged or wrong items
Contact us within 7 days of delivery at hello@babybisou.com with your order number and a photo. If something arrived damaged, faulty or simply is not what you ordered, we cover the cost of putting it right. That is your right under the Consumer Rights Act 2015, and we are not going to make you argue for it.
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