Refund policy

Baby Bisou is a trading name of River Flows B.V. This policy sits alongside your statutory rights and never replaces 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.

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

Contact

River Flows B.V., Afmijnstraat 1, 1187 ZZ Amstelveen, Netherlands. Email hello@babybisou.com. Phone +44 20 8040 0121. Monday to Friday, 9:00 to 17:00 UK time.