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Help

The Help Centre - Frequently Asked Questions

We have included lots of helpful advice in our 'Frequently Asked Questions' section here but if you have a question that isn't answered here then please contact us.

Who are we?

Where is my order?

What is the Status of my Order?

Delivery Times and Pricing

Money Back Guarantee

Returning an Item

Customer Services and Telephone Orders

Secure Shopping

Verified by Visa and Mastercard SecureCode

Customer Feedback


Who are we?

babyREFLUX is a trading division of Group FMI Limited and has been trading since 1996.

Our Opening hours are 9am – 6pm Mon-Sat. Closed on Sundays, although we are usually around to offer online support or reply to emails. Our telephone number is 0845 519 3171; but if you need to get through quickly please send a quick message through the contact us page.

We are registered at Companies House (No. 3473315) with our offices based at 56 Arcadia Close, Basingstoke, Hampshire, RG22 4AJ. Our VAT number is 709 3468 19.

Where is my order?

Please see the section below entitled 'Delivery Times and pricing' for full details. Basically we dispatch all orders within 24 hours of receiving them but we do have a cut-off of 13:00 every day when Interlink Express and Royal Mail collect from us. This means that an order received after 13:00 will be processed for dispatch the next working day...and delivery the next working day after that for Interlink Express. Therefore, as an extreme example, an order received at 14:00 on Thursday will be delivered the following Monday.

Royal Mail do normally deliver within 48 hours of dispatch for 1st Class orders but occasionally the odd order does go astray or gets delayed and takes a little longer. Please be patient if there is a small delay as we can't investigate a shipment with Royal Mail within 21 days of posting.

What is the Status of my Order?

You can access your account details at any time by logging in and looking at the status of your orders.

We also send you emails when the order status changes. Here is a quick guide as to what each status means:

  1. Awaiting Fulfilment - We have received your order and all is well. Payment has been taken without problem and the order is awaiting the warehouse team to box it up and get it ready for dispatch.
  2. Shipped - Your order has left the warehouse and has been collected by with Royal Mail or Interlink - it is now on its way to you!
  3. Pending - There is a query we need to clarify before we continue with your order...you will have been sent an email to get the answer we need e.g. your postcode is missing a digit, you may have accidentally order 2 items instead of 1.


Delivery Times and Pricing

UK Mainland Delivery

  • All orders are dispatched within 24 hours of receiving your order.
  • Orders received Mon – Fri by 13:00 will be dispatched the same day.
  • babyREFLUX offers the choice of Express Delivery or 1st Class Recorded Royal Mail Delivery.
  • All orders are tracked and recorded.
  • One hour time slots given for all Express orders - no need to wait in all day anymore!

Royal Mail 1st Class (1-2 days est.) or 2nd Class Recorded delivery (2-5 days est.) is available between £0.80 and £5.99 depending on weight; the exact cost can be viewed from within your shopping cart/basket.

Express Delivery is only £5.99 and will be delivered the next working day after your order providing the order was made before 13:00 (see notes below*). Now with one hour delivery slots - first in the UK!!

Express Delivery (important):

  • All 24 Hour Express Delivery orders placed Mon – Fri by 13:00 will be dispatched the same day. Orders received after 13:00 will be dispatched the next working day.
  • Orders dispatched on a Friday will arrive on Monday.
  • Orders received at the weekend will be dispatched on Monday for delivery on Tuesday.
  • Items ordered over a Bank Holiday will be dispatched the next working day. Items ordered the day before a Bank Holiday (Express Delivery) will be delivered the next working day following the bank holiday.
  • Please see postcodes below for Highlands and Islands that we can not use next day delivery for.


Royal Mail 1st and 2nd Class is not a guaranteed service but Royal Mail state that they "aim to deliver all Royal Mail First Class items within 1 to 4 days anywhere in UK but it can take up to 15 working days".

All consignments leaving babyREFLUX will be tracked and these tracking numbers for both Interlink Express and Royal Mail will be made available in your ‘My Account’ area on dispatch of your order.

Should your order be undeliverable i.e where Royal Mail or Interlink Express try to deliver the item and there is no answer at the delivery address, a card will be left advising the location of the local depot for collection or to arrange re-delivery. Interlink Express will make two delivery attempts before the order is returned to babyREFLUX and at any time you can contact babyREFLUX or Interlink directly via phone or email to arrange delivery.

Should a package sent through Interlink be returned to us undelivered (due to Interlink not being able to deliver for reasons outside their control) you will be liable for a return charge of £15.00 to cover the shipping back to babyREFLUX. On re-delivering the item to you we will ask for another shipping fee - once this amount has been paid, we will re-send the item.

babyREFLUX have no liability to you for any delay in delivery, or for any damage or defect to goods delivered that is caused by any event of circumstances beyond its reasonable control. During transport network delays, strikes and adverse weather conditions babyREFLUX will endeavour to keep you updated with the extent of any delays.

Where any of the products on your order are not in stock at the time you place your order we will notify you immediately.

Please note:

    * All deliveries whether Royal Mail or Interlink must be signed for.
    * Delivery to more remote areas may take slightly longer than estimated delivery times.

Should a package sent via Royal Mail fail to be delivered please report it to us by email or using our contact form. We will do all we can to help but please note that as advised by Royal Mail we must allow a period of three weeks from the expected delivery date (and be advised by Royal Mail that the package is irretrievably lost) before any action such as sending a replacement item(s) or cancelling the order and processing a refund can be made.

Delivery and/or re-direction charges will apply if an incorrect address or incorrect address details are provided and a package has to be re-routed or re-sent after it has left our dispatch centre.

Delivery Charges for Scottish Highlands, UK offshore including Northern Ireland

We offer Royal Mail 1st Class Recorded delivery (2-4 days) for Northern Ireland, Isle of Man, Isles of Scilly and Scottish Highlands and Islands.

This is applicable to the following postcodes:

    * Northern Ireland: BT
    * Isle of Man: IM
    * Isles of Scilly: TR21-TR25
    * Scottish Highlands and Isles:

Scottish Highlands includes postcodes: AB30-38, AB44-56, FK17-99, G83, IV1-28, IV30-39, IV52-54, IV63, KW1-14, PA21-33, PA34-40, PH18-26, PH30,PH31-41, PH49-50.

Scottish Islands includes postcodes: HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE1-3.

If you have one of the above postcodes please do not select mainland UK.

Delivery terms for Royal Mail are as above in the Mainland Delivery section. In general, delivery to Islands and more remote areas may take slightly longer than estimated delivery times.

European Delivery

In addition to the United Kingdom we can deliver to the following countries: Austria, Belgium, Czech Republic, Denmark, Ireland, Finland, France, Germany, Hungary, Ireland, Italy, Luxembourg, Netherlands, Poland, Portugal, Spain and Sweden.

The fee for the above non-UK European countries varies between £5.99 and £19.99.

Prices for each country are available when you place your items in the basket.



Tracking your parcel?

When your order is dispatched you will receive an email confirming your order is being delivered. In most cases, the email will have a link to your ‘My Account’ facility which has the Interlink Express or Royal Mail Tracking number. If you are worried about the whereabouts of your order, you will be able to view the status of your delivery by visiting the Interlink Express or Royal Mail Website and enter your tracking number in the tracking box.

Please note you will not receive a Tracking Number until your order has been dispatched from our warehouse and status set to ‘shipped’. Please only try and track your order after you have received an email with informing you your order has been shipped. This will normally arrive after 4pm on the day the order is dispatched. Please allow a further few hours for your number to become valid.

Delivery Charges for UK offshore including Northern Ireland

We offer Royal Mail 1st Class Recorded delivery (2-4 days) for Northern Ireland, Isle of Man, Isles of Scilly and Scottish Islands.

This is applicable to the following postcodes:

    * Northern Ireland: BT
    * Isle of Man: IM
    * Isles of Scilly: TR21-TR25
    * Scottish Highlands and Isles:

Inverness IV1-36, IV40 & IV52-54, Isle of Arran KA27, Isle of Canna PH44, Isle of Coll PA78, Isle of Colonsay PA61, Isle of Cumbrae KA28, Isle of Eigg PH42, Isle of Jura PA60, Isle of Rhum PH43, Isle of Skye IV41-49, IV51 & IV55-56, Orkney KW15-17, Paisley PA20-49 & PA62-77, Perth PH17-26, PH30-41 & PH49-50, Shetland Isles ZE1-3, Western Isles HS1-9.

Delivery terms for Royal Mail are as above in the Mainland Delivery section. In general, delivery to Islands and more remote areas may take slightly longer than estimated delivery times.

European Delivery

In addition to the United Kingdom we can deliver to the following countries: Austria, Belgium, Czech Republic, Denmark, Ireland, Finland, France, Germany, Hungary, Ireland, Italy, Luxembourg, Netherlands, Poland, Portugal, Spain and Sweden.

The fee for the above non-UK European countries varies between £5.99 and £19.99.

Prices for each country are available when you place your items in the basket.

 

Money Back Guarantee

In the UK, all internet purchases are covered by the EU Distance Selling Regulations legislation which states that a 7 day money back guarantee must be provided on all items if the customer is not 100% satisfied with their purchase.

It is straightforward to return your item - this is outlined on our returns policy page. Once we have received your item back at babyREFLUX HQ, we will send you an email confirming this and will make a refund within 30 days back to the source of the original payment. Please note that the refund can take 3-5 days to appear back on your card.

Should you need to return an item for whatever reason, it MUST be returned to us UNUSED and undamaged, together with the original packaging for the item and complete with any any supporting documentation, instruction manuals and warranty certificates. Items that are returned which do not comply with the above requirements may not be eligible for refund.

Returning an Item

All returns must go through the returns procedure stated below. Any return sent back to babyREFLUX without authorisation will be refused and not signed for.

Every item we sell is carefully inspected before it is shipped. If, in the unlikely event, your goods arrive in a damaged condition or are defective, you must inform us as soon as is practically possible stating the order number and the nature of the defect or shortage. Failure to do so will deem that you have accepted the goods.

Certain products once used are excluded from our general returns policy for hygiene reasons. For example; items such as Bibs, Baby Bottles, Slings, Sleep Positioners/Wedges cannot be returned once opened. These conditions do not affect your statutory rights.

Please note that you will be responsible for the cost of returning the item(s) to us except where they were delivered in error, or if the item in question is deemed damaged or defective.

If the original packaging surrounding the product has been damaged or destroyed we will only issue a refund if the product is being returned due to a defect. If the original packaging of a defective product has been damaged or destroyed you should ensure that the returned product is adequately packed for shipment back to us. If any item is damaged in transit before it reaches our warehouse then babyREFLUX will not be liable for any damage.

Please ensure when returning goods that you use a reputable delivery service that can provide evidence that they have delivered the goods back to us. We can arrange a reasonably priced courier collection service for larger items, please contact us for details. Please ensure that items for return are packed with sufficient care to ensure damage does not occur in transit. We will not accept responsibility for damage to returned items caused by insufficient packaging. In most cases, sufficient packaging means inside a strong cardboard box with adequate internal cushioning around the product. If you would like any advice on this please contact us.

If you need to return an item, simply email us at help@babyreflux.co.uk and we'll notify you via return e-mail of your refund reference number (prefixed with ZD). As soon as you have your ZD returns number and you are happy that the item in question meets the returns policy conditions, then send it back to us, marking the package with the ZD returns number.

Items should be returned in their original packaging and complete with documentation to allow us to deal with your return. Once we have verified the fault, we will issue a repair, replacement or refund. We fully examine returned items and liaise with the manufacturer, and if a returned item is found not to be faulty we will return the item to you. In this instance you will be liable for the return postage charge.

Should you require babyREFLUX to collect the item(s) from you rather than sending them back yourself; then a charge of £12.50 will be made which will be taken from the total amount refunded.

We will refund the purchase price for the returned item within 30 days of the day on which your items were received back to us; less reimbursement of any collection costs. You are expected to take reasonable care of the item you wish to return and we reserve the right to make an appropriate deduction from the purchase price where goods are not returned in the condition in which you received them.

When organising a return, we strongly advise you to return goods via a fully insured courier or recorded delivery so that you have a proof of delivery back to us. The cost of the product is refunded and not the delivery charge.

Under the Distance Selling Regulations you have the right to cancel your purchase of an item from the date the contract is concluded (i.e. the date we send our Order Confirmation email) until the expiry of a period of seven working days, beginning the day after the day on which your received the item. Cancellation is only deemed served on babyREFLUX if sent by email or letter. Telephone cancellations cannot be accepted. Your right to cancel does not apply to items that have been opened and used and under no circumstances will incomplete, damaged, worn or soiled items be refunded or exchanged.

As stated above notification of cancellation must be in writing, a telephone call is not a valid cancellation.

This is an additional right and does not affect your statutory right to reject faulty goods.

Customer Services and Telephone Orders

If you would like to order immediately over the phone using a major credit card (or UK Debit card) please call customer services. Sadly we cannot offer reflux advice over the phone...please submit an email using our contact form or use our live support feature at the top of the page for support.

    Customer Services - +44 (0) 845 519 3171

We are open Monday to Saturday 9.00 am to 6.00 pm.

Please be patient though - we operate text and email support for advice on reflux so we aren't always available on the phone to take orders. If you cannot get through or the phone is engaged please leave your name and number and any other instructions and we will get back to you straight away.

babyREFLUX operates a phone line to cater for people who do not have regular access to the internet, feel insecure about entering their details on-line, or encounter problems with our web site.

Some people feel safer ordering via phone but ordering over our secure encrypted website payment system (via WorldPay) is much safer. No other person gets to know your card details when you order online and your card details are never stored.

All orders are subject to acceptance by babyREFLUX.

Don’t forget to have your credit card details handy and details of the products you need.
 
Order Cancellations

Cancellations need to be made by e-mail or in writing. Telephone cancellations cannot be accepted.

Secure Shopping

babyREFLUX has teamed up with WorldPay and PayPal to provide you with a secure shopping cart and checkout.

You will have the advantage of using the web’s premier payment clearing houses, knowing that your personal information is safe and secure.

Your credit card information is retained by WorldPay and PayPal and is NOT transmitted to babyREFLUX. We do not (unlike many other online retailers) store your credit card details in our database. This means no hacker is ever going to obtain your financial details as a result of you purchasing from us.

In addition, you have the opportunity to submit your phone number. This is NOT required and we will NOT solicit you via phone. It is, however, useful for us to have it so we contact you quickly if there is a problem with your order.

Verified by Visa and Mastercard SecureCode

Verified by Visa & Mastercard SecureCode

Benefits of Verified by Visa & Mastercard SecureCode

Verified by Visa and Mastercard Securecode helps to protect your card against unauthorised use when you shop online by requiring you to enter a personal password each time you buy. You only need to register once to create your password and during registration you will be communicating directly with your card issuer via a secure link. We won't be able to see the information you enter.

What if I am already registered?

If you have already registered, you will be asked to enter your personal password during the online checkout process in order to complete your purchase

What do I need to do to register?

If you have not yet registered for Verified by Visa or Mastercard, you will have the opportunity to do so during the checkout process by entering in your details which will be sent via a secure link to your card issuer. Once the card issuer has confirmed your identity, you will be asked to choose a password and we will be able to complete your order. You will then use the same password each time you purchase online at participating stores.

Please note if you choose not to register during the check out process, depending on your card issuer, we may not be able to process your order. A different method of payment will be required to complete your order.

Click for more information on Verified by Visa and Mastercard Securecode. Alternatively contact your card issuer or bank direct for more information.

Customer Feedback

We get feedback from you in many ways.

Many customers feedback to eKomi an independent company who audit all of our customer feedback once an order has been made - you can see this feedback here.

...or sometimes by way of a product review such as the Bebecal Sleep Positioner (see towards the bottom of the page).

We really value all of your feedback (even if it means we get something wrong occasionally!) as however well we think we are doing, without your comments we can only guess.