Welcome to New Baby Direct Online Baby Equipment n Baby Products Shop London

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Customer Service

1. When and how will my order be delivered?

New Baby Direct aim to dispatch goods within same day of receiving the order. However, please do allow up to 5-7 business days to the shipping time for processing just in case it does take us a day or two to get it out. A confirmation e-mail will be sent to your registered e-mail address when the order has been shipped. You will be contacted if the order is likely to take any longer.

Our delivery hours are 9am – 6pm, Monday to Friday. New Baby Direct now offer Saturday delivery. This is a flat fee of £20.00 for Saturday delivery. For security reasons a signature is required to acknowledge receipt. If no one is available at the delivery address to sign for the goods, the delivery company will leave a card. You can simply call the number on the card quoting the card reference number to re-arrange delivery at a more suitable time. If the delivery company is unable to deliver and you do not contact them, a £20.00 re-delivery charge will be incurred.

Checking a delivery day for your order is easy! Simply find the day and the time [ before or after 5pm ] that you placed your order from the table below and the expected delivery will be displayed next to it. 95% of orders are usually delivered by 3.00pm. If you need to rearrange your delivery please remember to give us your mobile number and checkout using the New Baby Direct secure option. Using this service you will be able to rearrange your delivery by SMS text

Please click here to find out more

Products that are delivered directly from manufacturers or pre-orders could take longer but these will be clearly marked.

Please note: The above delivery times do not include public & bank holidays.

Furniture Delivery.

Please allow up to 21-28 days for some of our furniture deliveries as the manufacturer may deliver directly. The information on delivery will be displayed in the product information section. In some cases the furniture sets are not in stock with the manufacturer therefore we cannot always guarantee stock availability. We will however, give you an option to wait for it to come in stock (this could take up 7 weeks) or an option to cancel or change the order.

2. What are the delivery options available and charges?

FREE Delivery on orders over £75.00

Express Delivery

New Baby Direct express delivery is simple; spend over £75.00 and receive FREE delivery to mainland UK (excluding some parts of the Scottish Highlands). If your order is under £75.00, then a £10.00 delivery charge will be added at checkout to cover the shipping of your goods and depend on to parcel numbers.

Delivery to Northern Ireland, Republic of Ireland, Scottish Isles, some of the Scottish Highlands and offshore Islands is £20.00 regardless of order value. Please allow 6 working days for goods to be delivered to these delivery regions. Unfortunately we are unable to sip to Jersey or Guernsey.

Saturday Delivery

New Baby Direct now offer Saturday delivery. This is a flat fee of £20.00. This is so we can offer you the best prices for shipping as the cost is set directly from our courier. We can only offer Saturday delivery to mainland UK as not all depots deliver on a Saturday.

Orders received for Saturday delivery will arrive with you by 5.00pm.

Orders received for Saturday delivery from the Scottish region will arrive with you by 5.00pm.

Please note: If you order on Friday after 12 noon and select this option your goods will be delivered Saturday Week (8 days).

Direct delivery products

These products are delivered directly from the manufacturer. New Baby Direct does not ship these products and hence cannot offer Saturday delivery on them. Please do not select the Saturday delivery option for these products.

Pre-order delivery products

A pre-order is a product that we have a confirmed delivery date for but have not yet received in. If you buy a pre-order you will reserved the items. Payment will be taken when the order is placed and the goods will be dispatched to you as soon as they arrive in to our warehouse.

We only put Items on as pre order when the Manufacture confirms a delivery date, unfortunately sometimes dates do change due to circumstances beyond our control. If you have not received your goods a few days after the pre-order delivery date stated, please contact New Baby Direct customer service immediately by email Click Hear or call to 07979501948.

3. Can I rearrange my delivery day?

Goods purchased from newbabydirect.com will be dispatched immediately on a next morning delivery service as standard. However you can rearrange your delivery once your order has been dispatched by SMS text message. To use this service you must checkout using the newbabydirect.com default checkout option and input your mobile number into the relevant mobile number field on screen.

You will receive SMS text to confirm dispatch and on the morning of delivery a second SMS text to confirm your availability giving you the option to rearrange to a convenient time.

4. What happens if I have not been available to receive delivery or have received a calling card?

If you are not in when we tries to deliver your goods on the first attempt, the calling card will be left, a card informing you that a redelivery will take place the next working day [ Monday to Friday ]. If on the second attempt the consignment is still undelivered then the goods will be held at the local depot for a further two working days for the recipient to collect at your convenience within two days.

Your parcel consignment number will be quoted in your 'shipping confirmation e-mail, which you'll have received by newbabydirect.com and this will be needed when contacting local depot. If you are unable to reach local depot please contact us IMMEDIATELY [ To avoid charges ] and inform us, so we can arrange a re-delivery after two attempt and within two days for a charge of £10.00.

If In the event that communication from yourse lf has not been made after second delivery attempts and within two days, the goods will be returned back to New Baby Direct. If the items are returned back to New Baby Direct, you will be charged £20.00 re-sending fee + other charges will apply to you.

If an order is canceled after the goods have been dispatched but before delivery is made, or delivery is refused or not responded to in the case of a calling card left by the driver and, PLEASE NOTE: that delivery charges will not be refunded and in the case of free delivery a charge of £20 for goods up-to 10kg and £30 for goods up-to 25kg will be deducted from any refunds to cover delivery and + administration fees + there is a 15% restocking fee will charged on all returned items.

PLEASE NOTE: This also applies to canceling an order which has been shipped but not delivered. Please DO NOT REFUSE a delivery or the above charges will apply anyhow.

PLEASE NOTE: We will try to deliver 2 times and goods will be held at the local depot for a further two working days before the goods is returned to New Baby Direct.

5. What should I do if the product arrives damaged?

If your product is damaged upon delivery, we would ask that you accept the delivery and check if the contents of the box is damaged., please rest assured we will be quick to assist you in getting your product repaired or replaced as quickly as possible. Some of our products are left at the requested delivery location without need of a signature at delivery time. However, some of our products are shipped using methods that require a signature for complete delivery. If the product requires signature for delivery & looks to be damaged upon first look, accept the package but note "DAMAGED " next to your name when you sign for it. Alternatively, tell driver to note the damage and you make sure that driver has noted it before they leave. Keep all packaging materials [ e.g. boxes, straps, packing ] in case a damage claim needs to be filed, if you are failure to do so could result in ineligibility for a shipping damage claim. If we are unable to file a shipping damage claim due to the original packaging being discarded, replacement parts or a full replacement item may not be free of charge. Once you have inspected the product, please note all damages before contacting us. Customers who have received 1 or more damaged products can contact us immediately with their findings. Once we are aware of the damage to your product, we will have the manufacturer send out the needed replacement part(s) and if they choose to, initiate a shipping damage claim. Assuming the procedures within this policy are followed, all replacement parts will be free of charge to the customer.

PLEASE NOTE: All brands of furniture are non returnable: unless damaged upon delivery and noted "DAMAGED" with driver. And this must be addressed in writing with photographic evidence.

PLEASE NOTE: Refunds will not be supplied to faulty furniture but replacement parts provided as soon as possible.

6. I refused delivery on a product because I no longer needed it. What should I do?

We strongly recommend do not refused delivery on a product.

If delivery is refused or not responded to in the case of a calling card left by the driver or If an order is canceled after the goods have been dispatched but before delivery is made, PLEASE NOTE: that delivery charges will not be refunded and in the case of free delivery a charge of £20 for goods up-to 10kg and £30 for goods up-to 25kg will be deducted from any refunds to cover delivery and + administration fees + there is a 15% restocking fee will charged on all returned items. Items that go all the way to a customer, and then all the way back without being repackaged or re-secured are very likely to be damaged during the shipment back. If the product is damaged upon return to us, all cost will be deducted from customer refunds to cover all cost

PLEASE NOTE: This also applies to cancelling an order which has been shipped but not delivered. Please DO NOT REFUSE a delivery or the above charges will apply anyhow.

7. My order has been returned to New Baby Direct, how do I get it sent again?

You will need to re-order your goods as your order will be cancelled when it is returned to New Baby Direct by the courier.

You need to Click Hear to contact us with your original order number for your refund to be issued, PLEASE NOTE that delivery charges will not be refunded and in the case of free delivery a charge of £20 for goods up-to 10kg and £30 for goods up-to 25kg will be deducted from any refunds to cover delivery and + administration fees + there is a 15% restocking fee charged on all returned items.

8. What If you provide us with an incorrect delivery address?

If you provide us with an incorrect delivery address and your goods are signed for by another party, New Baby Direct cannot be held responsible for any loss you may incur as a result of this.

9. Can I collect from you?

If you order from newbabydirect.com your goods will have to be delivered.

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