Refund policy

By completing a purchase with Baby Bisou you accept this policy. It sits alongside your statutory rights and never replaces or reduces them.

Cancelling under the Consumer Contracts Regulations

You may cancel your order for any reason within 14 days of the day you receive it, without giving a reason, and you then have a further 14 days to return the goods. When you cancel under this right we refund the 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 goodwill window

On top of that legal right, we accept returns for any reason within 30 days of delivery.

Condition

Items must be unworn, unwashed and undamaged, with original labels attached and packaging intact. Trying shoes on indoors is fine. If an item returns in a condition we cannot resell, we may reduce the refund to reflect the loss in value, and we will tell you first with a photo.

If something is wrong with your order

Report damaged, faulty, incomplete or incorrect orders 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 colour or style; and 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.

Exclusions

Items with a broken hygiene seal, personalised or made-to-order products, items damaged through use rather than a fault, and gift cards. None of these exclusions apply where the item is faulty, damaged on arrival or not what you ordered.

Return postage

You pay return postage where you have changed your mind or the size is wrong. We pay where the item is faulty, damaged in transit or not what you ordered, and we will send a prepaid label. We do not charge a restocking fee.

Faulty goods

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 the problem.

Starting a return

Email hello@babybisou.com with your order number, the items concerned and the reason, plus a photo if anything is damaged. We reply within one working day with the return address. Please do not send anything before you have that address, as parcels sent elsewhere cannot be processed.

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. We always refund within 14 days of the goods reaching us, to the original payment method. Your bank typically takes a further 3 to 5 working days to show it.

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.

Exchanges

The fastest way to get a different size is to return the original for a refund and place a new order, so 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.

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

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