Here to Help

Our customer care department is on hand to help with any query you may have. Whether you wish to enquire about a particular product, stock availability or need advice on how to shop at babycity then we will be happy to help. We can answer any queries by phone Mon-Fri 9am-5pm, or alternatively e-mail us! To contact us Click here.

Pricing  & Payment

Babycity cannot be responsible for typographical errors, for instance if a product is marked with an incorrect price. In this instance we will email you and inform you of the correct price, you will have an opportunity to cancel the order should you wish. We promise to try to offer the best value for money in terms of price and quality of products. 

We accept most major credit cards and payment is securely taken by the Sage Pay secure server on order placement. Payment is taken in £ Sterling. Refunds can take up to 3working days to reach your account depending on who you bank with.

Special Offers

We regularly run special offers and discounts to bring you the best products at the best prices so keep in touch with us through facebook, twitter and e-mail. Only one voucher code per order can be applied and must be used prior to its expiry date. 

Delivery

Our system is updated regularly and we endeavour to make sure our stock status is accurate. However, in some circumstances, an item listed as 'in stock' may on occasion be out of stock if sales have been high. In such situations we will e-mail you immediately and would expect to re-stock and deliver the goods within a week. Of course you always have the option to cancel your order. Please note delivery times are in working days and that we do not deliver on weekends. Please allow maximum of 10 days for delivery of personalised gifts. 

Export shipping charges are estimated. When you place your order, you will be charged for one box only. After your order has been picked and we know how many boxes the total shipment is and will contact you to advise if extra shipping fees are required. We can advise the approx maximum weight per box is 30 kilos, but it also depends upon the size and volume of the box, for example if it is a large lightweight item the weight of the box may be lower than 30 kilos. We can only calculate the exact carriage costs after we receive your order and know what the weight/volume of each box is. However, we will happily estimate carriage costs prior to you placing the order if you email us a list of items you wish to buy. Payment for these additional costs can be added to your original method of payment.

Shipping Furniture Overseas - We strongly advise that furniture is not suitable for shipping overseas as it is likely to get damaged in transit. We have found from experience, that even if we carefully wrap all pieces in bubble wrap they still tend to incurr some damage. Therefore, should an overseas customer still wish us to send such items we will require in writing from you that you are aware that damage can happen in transit and that you take full responsibility for any damage that occurs and will cover any additional costs that may arise should we need to send out replacement parts to fix the damage. Of course we will happily arrange the replacement parts (if applicable) with the manufacturer and the shipment, but we will not cover the costs for transportation or for any parts (if applicable).

Free shipping over £75.00 is for UK mainland addresses only. For full details about our carriage charges, click here.

Returns

Babycity wants all its customers to be totally satisfied with their goods. Should you be dissatisfied, or find the product unsuitable for any reason we can offer a refund for the product. Please call or e-mail in to advise of the return which should be done within 7 days of delivery. This means you have 7 working days after receipt of your goods to return the item to us as unsuitable or to notify us of your intention to return the goods (we will allow a further 7 days to send goods back thereafter). Reasonable care should be taken by you not to mark, stain or soil the item as this may render them non refundable under the Distance Selling Regulations. So we kindly ask that returned items are returned in a re-saleable condition and in their original packaging as we cannot refund or exchange goods which appear used or soiled. Refunds will only be processed upon receipt of returned goods. We are unable to refund carriage costs.

We cannot refund personalised gifts. Our personalised gifts are made by specialist artists, and once we have placed an order with them, we cannot cancel it due to the personalised message. We recommend that customers place orders on-line and that they check the message to be included on the personalised gift very carefully for mistakes. We cannot be held responsible for incorrect information given by the customer. We recommend that customers do not place orders for personal products by phone as we cannot be held responsible for any mistakes that occur in the details given or taken by us. If mistakes do occur when orders are placed in this method, we will not be able to offer a refund or replacement. 

We only endorse the best brand names so we are very confident that the products will live up to your highest expectations. However, on occasion, products can develop a fault. Some manufacturers like Fisher Price, Cosatto, Hauck, Tommee Tippee, Avent and Tomy, etc have excellent care lines to help with products use, so we may advise you to call their helpline first as often many issues can be resolved directly which is quicker and hassle free. However, if they confirm there is a genuine fault we will happily refund the product, alternatively we can arrange to have the goods replaced, whichever is most convenient to you. However, we may need to test the item to confirm the fault before replacing and refunding the product and if this is the case we will make arrangements directly with you to carry out such tests. Please email sales@babycity.co.uk prior to any return of faulty goods as it is not always necessary for us to issue a refund or replacement when goods develop a fault. This also enables us to check stocks for similar faults and inform suppliers so that it doesn't happen again. This does not affect your statutory rights.
 

On occasion, although rare, some products can develop a fault due to the mechanical design that can be fixed with a replacement part being sent directly to you, for example if the musical box on a mobile fails we can send a replacement music box. This is usually much quicker than us having to wait for the faulty item to be returned and then replaced. If you discover a fault, or have a fault develop after use, please contact us and we will arrange for a replacement part to be sent which should fix the fault quickly and easily.
 

For cars seats and wheeled goods we advise the consumer should call the manufacturers care line number (which will be provided with the item) as they will be able to deal with any problems or faults relating to the item directly - For example, they may send out replacement parts directly which we do not hold. Consumers who buy Cosatto should note they MUST register on the Cosatto website within weeks of purchase to be eligible for the 4 year guarantee. If you come back directly to us with a Cosatto problem you will not be eligible for the guarantee for this extended period.
 

Please check individual products and brands for their warranties. Warranties start from delivery date. Some suppliers guarantees may apply in the UK only so any goods exported are at the buyers risk and must come back to the UK first before we can deal with any issue and we cannot reimburse carriage in such instances. Please also note that for electronic goods the manufacturers plug may not be suitable for the exported country which we cannot be responsible for and use of a plug convertor can damage some products so is not advised. For example, Angelcare warranties only apply in the UK as the product is set up to work on UK approved frequencies and so in some countries will not work. Please ask our sales department for more details if required.
 

When an item is collected by a courier it must be packaged in a sealed box ready for collection, labels will be provided by the courier. Also note that any collection that fails due to the recipient not being home or the product being packaged insufficiently will result in the customer incurring recollection charges of £6.50 per box.

Delivery Address

All goods must be signed for on delivery as proof of delivery. We cannot accept responsibility for goods which cannot be delivered by our couriers. For example, if our courier service has tried to deliver the goods on several different occasions but has found no-one in to sign for the goods, the goods will be returned to us automatically by the courier without our prior knowledge. In situations like this, we will have to re-charge carriage to cover costs of re-sending parcels back out. If you prefer a refund (rather than re-delviery) we can refund you for the product cost but cannot refund the original carriage fee as this a cost we have incurred. If the product ordered is a gift basket, gift box or a gift wrapped item, the cost of this service (£4.95) will not be refunded. If a gift card is purchased with the order the cost of this (£2.95) will not be refunded. 

We cannot refund on goods which have been specially ordered (i.e. not held in stock) or are personalised and we cannot refund any carriage costs incurred by us. If the item is a gift, and you are unsure if the recipient will be at home, we can send the goods to you instead. Customers must ensure they correctly enter the delivery address when checking out. Failure to do so could mean the package will not be delivered and will be re-turned to us. To re-deliver a parcel a second time will incur an additional carriage charge which is payable by the purchaser and not by babycity.

It is the purchaser's responsibility to ensure they have entered the correct delivery address. If the wrong address is supplied and a delivery is made by us then we will not be able to refund or re-deliver the goods and the purchaser must them make their own arrangements to collect the goods delivered to the address supplied. Customers will be asked to confirm all details at check out and an order confirmation at that time. If at this time the purchaser realizes any details of the order are not correct, please advise us accordingly. If the goods are not dispatched we will attempt to change the details accordingly.

We can deliver to a BFPO address however a £9.95 carriage cost charge will be applied to your order, this charge will show at check out. If the BFPO address has certain parcel restrictions please inform us of them prior to your order being dispatched.
 

Complaint

We aim to provide you with a speedy and efficient service which will keep you coming back time and again. However, if you feel you have not received a good service we want to hear your comments so we can improve our service. All correspondence will be kept confidential. Either contact us by email or by telephone during office opening hours. We aim to reply to your complaint within 5 working days (giving us enough time to fully investigate the issue).
 

Representation of Product

We have made every effort to display the products as accurately as possible; however, customers should be aware that the pictures are a representation of the product and there may be small differences to the actual product, for example as the colours you will see will depend upon your monitor we cannot guarantee the colour will be accurate. Customers should be aware that the sizes on the clothing are an approximate guideline. As all babies are individuals, their size may vary according to their age, and therefore we cannot guarantee all garments will fit perfectly. 
 

Privacy Policy

Introduction
Www.BabyCity.co.uk has always viewed the management of personal data belonging to its customers to be a very important and is dedicated to ensuring that this information is well protected and is also committed to respecting your privacy.
In order for us to provide you with the products and services you have requested from us, we need to collect and process certain personal data about you.
This Privacy Notice explains in detail the collection, use, disclosure, retention and protection of data we may collect about you when you interact with us your rights. Please read it carefully as where you provide us with your personal information in any of the ways described below, you agree that we may collect, store and use it: (a) in order to perform our contractual obligations to you; (b) maintain our legal compliance; (c) based on our legitimate interests for processing; or (c) based on your consent, which you may withdraw at any time, as described in this Privacy Notice.
We may need to update this Privacy Notice from time to time and request you refer to it as necessary.

Who Are We?
Www.BabyCity.co.uk is registered company number 3910525 with registered address Unit 20 Belvue Business Centre, Belvue Road, Northolt, Middlesex, UB5 5QQ. When you are using this website www.BabyCity.co.uk is the data controller.
Legal Bases We Rely On
Data protection law allows us to use your personal data provided we have acceptable reasons for doing so. The law sets out a number of different reasons for which a company may collect and process your personal data, including:
1. Contractual obligations - In certain circumstances, we need your personal data to comply with our contractual obligations. For example, if you order from us well collect your address details to deliver the order and pass them to our courier.
2. Legal compliance - If the law requires us to, we may need to collect and process your data. For example, we can pass on details of people involved in fraud or other criminal activity to law enforcement.
3. Legitimate interest – This is where we have a business or commercial reason to use your information. Your data may be used to pursue our legitimate interests in a way which might reasonably be expected as part of running our business and which does not materially impact your rights, freedom or interests.
4. Consent - In specific situations, we can collect and process your data with your consent. For example, when you tick a box to receive offers from us.

When do we collect personal data?
• When you use our website
• When you create an account with us
• When you fill in any online forms with us
• When you make an online purchase and check out
• When you contact us by any means with enquiries, queries, order, feedback etc.
• When you ask us to email you information about a product, brand, service or order
• When you choose to complete any surveys we send you
• When you comment on or review any of our products or services.
• When you’ve given a third party permission to share with us the information they hold about you.
• When you engage with us on social media
• When you use our car park which has CCTV systems operated for the security of the Company and visitors. These systems may record your image during your visit.

Information about other individuals
If you provide us with personal information about someone else, you are responsible for ensuring that you comply with any obligation and consent obligations under applicable data protection laws in relation to such disclosure. This is also relevant where others are concerned if you indeed ask another person to act on your behalf as a third party.
Under the third party authorisation, the other person can:
• Give consent on his/her behalf to the processing of his or her personal data for the purposes and reasons set out in this Policy; and
• Receive on his/her behalf any data protection notices.
Such authorisation will remain in place until this has been revoked through written communication.

What sort of personal data do we collect?
• Your name, billing and delivery address, e-mails address and contact number.
• Copies of documents you provide us with should they be required to verify your identity, address or any other reasonable needs.
• Details of your interactions with us through contact centres and online. For example, we may record notes from our conversations with you both verbal and through e-mail, details of purchases you made, items viewed or added to your basket, voucher redemptions and how and when you contact us. We may also record your calls which will be automatically deleted within 4weeks.
• Details of your orders and payment receipts
• Information gathered by the use of cookies in your web browser. To find out more about how we use cookies please see our Cookies Policy.
• Your image recorded on CCTV if you visit any of our premises

How and why do we use your personal data?
We want to give you the best possible customer experience and one way to achieve that is to get the richest picture we can of our customers by combining the data we have about you.
We then use this to offer you promotions, products and services that are most likely to interest you. The data privacy law allows this as part of our legitimate interest in understanding our customers and providing the highest levels of service.
Here’s how we’ll use your data and why:
• To be able to communicate by e-mail or telephone about your order processing.
• To process any orders that you make by using our website in order to fulfil them and comply with our legal obligations. For example, your details may need to be passed to a third party to supply or deliver the product or service that you ordered and we may keep your details for a reasonable period afterwards in order to fulfil any contractual and accountancy obligations.
• We will use your order data to communicate by e-mail important order processing notifications that form part of our contractual terms of trade with you including order confirmation e-mails and dispatch notifications including courier tracking numbers.
• To respond to your queries  and refund requests. Handling the information you sent enables us to respond and keep you updated. We may also keep a record of these to inform any future communication with us and to demonstrate how we communicated with you throughout.
• To protect our assets, staff and visitors from crime, we operate CCTV systems in our offices, warehouses and property perimeters. If we discover any criminal activity or alleged criminal activity through our use of CCTV, fraud monitoring and suspicious transaction monitoring, we will process this data for the purposes of preventing or detecting unlawful acts. We also use CCTV to track order picking, packing and dispatch and will process the data in the event of an order discrepancy. We do this on the basis of our legitimate business interests.
• To send you communications required by law or which are necessary to inform you about our changes to the products or services we provide you. For example items that have had a public recall.
• To administer any of our prize draws or competitions which you enter based on your consent given at the time of entering.
• To comply with our contractual or legal obligations to share data with law enforcement.
• To make informed business decisions and understand purchasing habits and interests better we will combine our data captured, that from third parties and data from publicly-available lists on the basis of our legitimate business interest.
• We will need to share your details with a third party who is providing a service (such as delivery couriers) in order to fulfil your orders.

How we protect your personal data?
Your data is housed in an IL4 and ISO-accredited, ultra-secure data centre based in the UK with guaranteed data sovereignty. Our supplier is government approved through the G-Cloud 9 framework.
Our website sever has a secure hosting certified to ISO 27001 (ensuring the security of our own and your data, certifying that information security is taken seriously across the business operations). It is also certified ISO 27018 (providing secure public cloud computing environments for the protection of Personally Identifiable Information (PII), which complements much of the data processing responsibilities set out by the GDPR in its aims to protect personal data in addition to EU requirements). These independently audited processes and infrastructure give the highest levels of security to support our IT systems for data security and verifies the robust security practices employed within our data centers and operations.
Security of your information is also your responsibility.  The transmission of information via the Internet or email is not completely secure.  Although we will do our best to protect your personal data, we cannot guarantee the security of data while you are transmitting it to our site; any such transmission is at your own risk.  In addition, always be wary of emails asking for personal or security details. We will never ask you to disclose or confirm sensitive personal or security information, including your password or credit card information by e-mail. Please do not send any sensitive information, such as passwords or credit card information, via email. In addition, where you have created a password to access certain parts of our website, you are responsible for keeping it confidential and safe; we further ask that you do not to share your password with anyone.
We regularly monitor our system for possible vulnerabilities and attacks, and take necessary steps to identify and continue to further strengthen security.

How long will we keep your personal data?
Whenever we collect or process your personal data, we’ll only keep it for as long as is reasonable and feasible for the purpose for which it was collected.

For each order, we’ll keep the transaction data you give us for a maximum period of ten years so that we can comply with our legal and contractual obligations, accommodate technical reasons and respond to any enquiries.

Who do we share your personal data with?
We do not sell or rent your personal data to third parties. We sometimes share your personal data with trusted third parties such as delivery couriers, necessary bodies for fraud management and companies you ask us to share your data with.
Here’s the policy we apply to those organisations to keep your data safe and protect your privacy:
• We provide only the information they need to perform their specific services.
• They may only use your data for the exact purposes we specify in our contract with them.
• We work closely with them to ensure that your privacy is respected and protected at all times.
Examples of the kind of third parties we work with are, delivery couriers, IT companies who support our website, Direct marketing companies who help manage our electronic communications with you.
Sharing your data with third parties for their own purposes:
• For fraud management, we may share information about fraudulent or potentially fraudulent activity in our premises or systems. This may include sharing data about individuals with law enforcement bodies.
• We may also be required to disclose your personal data to the police or other enforcement, regulatory or Government body, in your country of origin or elsewhere, upon a valid request to do so. These requests are assessed on a case-by-case basis and take the privacy of our customers into consideration.
• We may, from time to time, expand, reduce or sell the Company and this may involve the transfer of divisions or the whole business to new owners. If this happens, your personal data will, where relevant, be transferred to the new owner or controlling party, under the terms of this Privacy Notice.

If you live outside the UK
By using our services or providing your personal data to us, you expressly consent to the processing of your personal data by us or on our behalf. Sometimes we’ll need to transfer your personal data between countries to enable us to supply the goods or services you’ve requested. In the ordinary course of business, we may transfer your personal data from your country of residence to ourselves and to third parties located in the UK.
By dealing with us, you are giving your consent to this overseas use, transfer and disclosure of your personal data outside your country of residence for our ordinary business purposes. This may occur because our information technology storage facilities and servers are located outside your country of residence, and could include storage of your personal data on servers in the UK.
We’ll ensure that reasonable steps are taken to prevent third parties outside your country of residence using your personal data in any way that’s not set out in this Privacy Notice. We’ll also make sure we adequately protect the confidentiality and privacy of your personal data.
We’ll ensure that any third parties process your personal data only in accordance with their legitimate interests. These third parties may be subject to different laws from those which apply in your country of residence.  Please note that we do not take active steps to ensure that any overseas recipient of your personal data complies with the laws which apply in your country.

Where your personal data may be processed
Sometimes we will need to share your personal data with third parties and suppliers outside the European Economic Area (EEA). For example, in the case of international orders, in order to fulfil delivery of your order we may need to pass your details to transport companies operating outside the EEA.

What are your rights over your personal data?
Overview of rights including request to:
• Access to the personal data we hold about you, free of charge in most cases.
• The correction of your personal data when incorrect, out of date or incomplete. Most of this information can be updated by you when you log into your account.
• That we stop using your personal data for direct marketing (either through specific channels, or all channels).
• That we stop any consent-based processing of your personal data after you withdraw that consent.
You can contact us to request to exercise these rights at any time as follows:
The Data Protection Officer, www.BabyCity.co.uk,  Unit 20, Belvue Business Centre, Belvue Road, Northolt, Middlesex, UB5 5QQ, or e-mail info@babycity.co.uk  FAO Data Protection Officer.

Your right to withdraw consent
Whenever you have given us your consent to use your personal data, you have the right to change your mind at any time and withdraw that consent. A full withdrawal will involve closing your login access but please note there may be official requirements such as accounting compliance reasons why we cannot delete all data from your account immediately.

Direct marketing
You have the right to stop the use of your personal data for direct marketing activity through all channels, or selected channels. There are several ways you can stop direct marketing communications from us:
• Click the ‘unsubscribe’ link in any email communication that we send you. We will then stop any further emails.
• E-mail us on info@babycity.co.uk
Please note that you may continue to receive communications for a short period after changing your preferences while our systems update.

Checking your identity
To protect the confidentiality of your information, we will ask you to verify your identity before proceeding with any request you make under this Privacy Notice. If you have authorised a third party to submit a request on your behalf, we will ask them to prove they have your permission to act.

Third party links
If you follow a link from our website, application or service to another site or service, this Privacy Notice will no longer apply. We are not responsible for the information handling practices of third party sites or services and we encourage you to read the privacy notices appearing on those sites or services.
Our website, blog, applications or services may enable you to share information with social media sites, or use social media sites to create your account or to connect your social media account. Those social media sites may automatically provide us with access to certain personal information retained by them about you (for example any content you have viewed). You should be able to manage your privacy settings from within your own third party social media account(s) to manage what personal information you enable us to access from that account.

Disclaimer of Liability

Our terms and conditions are subject to UK law and the products we supply are subject to British Standards. Products and services featured on the site do not automatically carry a guarantee from Babycity of their quality or value. We recommend consumers seek advice from the manufacturer or organisation involved. Readers who send in material, letters and photographs to the site should be aware that the site is accessible all over the world and that information and pictures from the site can be downloaded and altered by another user. Babycity reserves the right to edit any contributions.

Pictures supplied by outside sources retain ownership of said pictures. Any pictures received or downloaded are for private use only and may not be distributed, re-copied, transmitted, sold or used for any commercial purpose beyond promoting relevant product or service. Use of any pictures is not permitted without prior consent from babycity.co.uk. Articles and information on the site have been contributed from outside sources. Contributors should be aware that babycity does not accept any responsibility, where permissible by UK law, for information published on the site and any injury or damage caused to persons as a result of said information.

The information we provide is for general reference. We advise that readers should always seek professional and medical advice during pregnancy and after the birth of their baby, please note that information featured on babycity is designed to inform readers of products and services available and is not suitable as a substitute for professional advice. If you have any medical query, see your GP. By visiting the babycity site you agree to accept that any issues that arise will be governed by UK law.

Competitions and Voucher Codes

www.babycity.co.uk loves to run competitions throughout the year through its website, Twitter, YouTube and Facebook pages. The prizes offered in these competitions are only applicable to the products on the www.babycity.co.uk website and cannot be exchanged for a cash sum. Similarly voucher codes offered as prizes can not be exchanged for cash. Please note prizes and voucher codes exclude the cost of shipping to winners outside of the UK. Prizes can be withdrawn at any time if a participant is found to be in breach of copyright, moral code of conduct or similar unfair practise during participation.