Warranty & Product Support
We carefully select every product in our range for its safety, sustainability, and quality. All items are covered by a full manufacturer’s warranty.
If you’re experiencing an issue with a product, please submit the details via our warranty portal so our Customer Care team can provide the best possible support; from initial troubleshooting through to arranging repair, replacement, or spare parts via the manufacturer where needed.
How our warranty process works
Submitting your details through the portal allows us to quickly review your case and to work directly with the brand and manage everything on your behalf, helping to achieve the quickest and most effective resolution.
Once the issue has been assessed, we’ll arrange the most appropriate outcome. Depending on the product and manufacturer, this may include:
- Repair
- Replacement parts
- Product replacement
We stay involved throughout, coordinating with the supplier and keeping things moving as smoothly as possible.
Some cases may require specialist parts, safety checks, or manufacturer assessments, which can take a little longer, but we’ll always keep you updated.
What we’ll need from you
To help us assess your request as quickly as possible, we will require
- Order number
- Product name
- Clear description of the issue
- Photos showing the fault
- Serial number (if applicable)
- A short video (for intermittent or hard-to-capture issues)
Providing this information upfront helps us avoid delays and begin supporting you straight away.
Keeping you updated
We understand how disruptive it can be when a product isn’t working as it should, especially for essential baby items. Our Customer Care team aims to:
- Review new submissions within 2 working day's
- Keep you informed at every stage
- Liaise directly with suppliers on your behalf
- Arrange repairs, replacements, or collections where needed
Even when we’re awaiting updates from a manufacturer, we’ll remain your point of contact and keep you informed.
Repairs & sustainability
Where appropriate, we may recommend repair rather than replacement.
This is often the quickest and most sustainable option, helping reduce waste while extending the life of products that still have many family moments ahead.
We’ll always explain your options clearly, so you know exactly what to expect.
Product recalls
Product recalls are managed separately from warranty requests and relate to important safety or quality updates.
Please refer to our product recall page and follow the guidance provided if your item is affected.
