Refund policy

By completing a purchase with Baby Bisou you accept this policy. It sits alongside the rights you have under the consumer protection laws of your state and never replaces or reduces them.

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.

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, 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 color or style; and 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.

Exclusions

Items with a broken hygiene seal, personalized 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

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.

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 business day with the US return address. Please do not send anything before you have that address, as packages sent elsewhere, including to our registered office in the Netherlands, cannot be processed.

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. We always refund within 14 days of the goods reaching us, to the original payment method and in US dollars. Your bank typically takes a further 3 to 5 business 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 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.

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 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.

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 is a trading name of River Flows B.V.
Registered office: Afmijnstraat 1, 1187 ZZ Amstelveen, the Netherlands (administrative address only, not a returns depot)
Chamber of Commerce (KvK): 42056039 · VAT: NL869506250B01
Email: hello@babybisou.com
Phone (US customer service): +1 (256) 697-5874
Hours: Monday to Friday, 9am to 5pm Central European Time (3am to 11am Eastern)

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