Orders

Sorry, we're unable to make alterations to existing orders, so you'll need to place a new order.

However we are more than happy to refund some or all of the postage (depending on the size of your orders) if your original order hasn't already been dispatched.

As soon as you've made your extra order use messenger chat on the bottom right of your screen to let us know you would like it added to your first order (we usually get back to you within 5-10 minutes). Alternatively, if you don't have access to messenger, email us at sales@babyesmee.co.uk and we'll get back to you as soon as we can.

We cannot promise that it will be possible to cancel/change your order once it has been placed. We aim to have all orders dispatched the same day of being placed (if ordered before 3pm) so the chances are your order might already be on it's way to you.

If you haven't got your dispatch email yet, reach out to us on messenger on the bottom right of your screen (we usually reply within 5-10 minutes). Alternatively, if you don't have access to messenger, email us at sales@babyesmee.co.uk and let us know what you need and we'll do our best to help.

To avoid having to change/cancel your order please ensure that all order details are correct before completion.

All orders receive two emails: one is an order confirmation to let you know we've received your order, and the other is to give you a heads up that your order is on it's way, which will usually include your tracking details.

If you haven't received these emails please check your spam folder as they can sometimes end up there. If you still can't find them, simply reach out to us on messenger on the bottom right of the screen, or email us at sales@babyesmee.co.uk letting us know and we will resolve the issue for you.

Payment

Your card may have been declined for a number of reasons. Here are some common reasons why your transaction may have got declined:

- The billing address and/or postcode you entered does not match the details connected to your payment card.
- The CVV number is incorrect. (last three digits on the back of your card)
- The long 16 digit card number is incorrect.
- Your card is not enabled for foreign transactions. (if ordering from somewhere not in the UK)

For security reasons we don't have access to any payment details or further information on declined transactions, or have any influence over the authorisation process.

First we would recommend double checking all the information you've entered is correct, otherwise you will need to contact your bank or card issuer for further assistance.

Payment is not taken by us when your card is declined, although it may temporarily show on your bank statement. This is because your bank 'releases' the funds, but we have not 'captured' them. This process is automatically reversed, but the time taken will depend on your bank or card issuer.

We accept all major credit & debit cards. You can also pay by Apple Pay, Google Pay and PayPal.

Do you want to get your items now, but pay later?

We also accept ClearpayKlarnaLaybuy & Zip. For more information on these pay later methods click here.

For the security of us and our customers, sometimes when orders are flagged by our system as high risk we need to verify certain purchases to help prevent fraudulent transactions. In these cases we will require some form of photographic identification and your proof of address, but please be assured all information received is secure and completely confidential and will not be used for any other purpose. You can find more information about our Privacy Policy Here

If you'd prefer not to provide this information, we reserve the right to cancel and refund your order as we see fit.

DELIVERY

We currently ship to the UK, Europe, the US, Canada, Australia & New Zealand.

To change to your local currency click the flag at the top of your page if on desktop, and in the menu drawer if on mobile.

Sorry, as this is something that varies from country to country we can't estimate this for you and you'll need to check with your local customs authorities before placing your order.

For your info, your parcel will be marked as 'baby clothing' along with the parcel value as legally required by us.

If you order before 3pm on a weekday we usually dispatch the same day. However this isn't always possible (we're a small family run business!) so please allow at least 1 working day for processing, especially during peak times.

We do not dispatch orders on weekends or UK bank holidays.

After you receive your shipping email confirmation, you will receive your order within the time period specified by your delivery choice.

For more information on our delivery options Click Here.

Your shipping confirmation will be emailed automatically when we mark your order as dispatched. Check your spam folder if you can't find it in your inbox.

If you think you may have entered your email address incorrectly, use the messenger chat on the bottom right of your screen to let us know and we can adjust it for you. (we usually get back to you within 5-10 minutes)

Returns

Not lovin' your new goodies? Not a problem! You are more than welcome to return your items within 28 days of your delivery date. You can find our full returns policy here.

Sadly our system is not tech-savvy enough to process exchanges online. If you wish to exchange an item for a different size please return your item with the returns form included and we will send you an exchange. If you want to exchange for a different item we ask that you return said item for a refund and then repurchase your new item.

Please note - If your order qualified for free shipping and the return takes your order under the free shipping threshold the cost of shipping will be deducted from your refund.

Yes - while there are no extra returns fees from us, you as the buyer will be responsible for the cost of your return postage via whichever postal service you prefer (although we do recommend using a tracked service for extra peace of mind).

International orders - Standard air mail is the most used service for returns, however for peace of mind you may wish to send via a tracked service. On the customs form, include the value of 0 and state that it is a return of unwanted baby clothing.

We cannot accept liability for items lost when returned to us. If we have agreed to cover return postage for a faulty item, we will send you a returns label to use.

We do not offer free exchanges at this time. You can view more information on exchanges and returns here.

Please fill in the returns form included in your parcel and follow the instructions included. If you need another returns form, you can download one here.

All returns need to be adequately packaged to avoid damage in transit. You are responsible for the item until it arrives back with us and we cannot issue refunds or replacements for goods damaged or missing during transit.

Together with your completed returns forms, we recommend packaging up your return by reusing the box your item arrived in (especially if returning a boxed item), or a normal mailing bag along with any other packaging included with your order.

Please do not return your boxed item in a mailing bag or non-padded, or paper envelopes designed for sending letters. This will not protect the item in transit, and the return may be refused upon arrival.

Sadly our system is not tech-savvy enough to process exchanges. If you'd like to exchange an item we ask that you return said item as normal and then repurchase the new item.

We are unable to reserve items, so we recommend purchasing the replacement item ASAP to avoid disappointment.

Oh no! Please be assured that this is rare and we'll do what we can to help! Please email us at sales@babyesmee.co.uk with your order number, and attach a photo of any damage within 28 days of purchase so we can assist as soon as possible. We would kindly ask that you wait for a response before returning any item(s) to us so we can get back to you with any specific instructions and/or to give you a returns label for your return.

All items reported as faulty will be inspected by us upon arrival. Please bear in mind that items showing defect deemed to be due to accidental damage, general wear and tear, age or neglect will not be regarded as faulty.

Oh no, sorry about that! All orders are carefully checked before packing but sometimes mistakes can happen. Don't worry though, we're here to help!

Please contact us straight away upon arrival of your order, making sure to include your order number and a quick photo of the incorrect item, along with your invoice as it arrived. Please rest assured you will not be left out of pocket in this situation - a replacement will be sent, or, if not possible, a refund will be issued and a free returns label will be sent to you.

Once we have recieved you return back, please allow up to 5 working days for your return to be approved. You will receive an email as soon as your return has been processed and a refund issued.

We aim to process all returns within 7 working days of arrival. Please leave extra time especially during peak times.

You will receive a notification from us via email when your refund has been processed, but please note refunds may take up to 2-15 days to show on your bank statement, and the length of time will vary depending on your bank or card issuer.

Refunds processed by buy now, pay later methods will be subject to the merchants refund processing times. Please vists their respective sites for more information.

Discount codes

Every so often we release discount codes as a little token of our gratitude, or just because we feel like it! You can find these across our different social media platforms. Follow us on the links below to make sure you don't miss out.

Facebook: /babyesmee

Instagram: @baby.esmee


If you subscribe to our mailing list you will learn of discount codes before anyone else! You can sign up for this at the bottom of most pages on our website.

Sometimes it's easy to get confused in all of the excitement of saving money, so here's how:

Promotional codes are entered on the right hand side on the first page of checkout. Don't worry, you won't be charged before you enter your discount code, you can review your new order total before you continue to your payment method.

Using a mobile device? Navigate to the first page of the checkout process and click the "Show order summary / Apply discount code" dropdown at the top of the page.

Only one discount code is valid per order.

Sorry, there may be a number of reasons that your discount code is not available. These may be, but are not limited to:

Discount is no longer valid or has expired.

Discount is valid on selected lines only or subject to exclusions.

You are attempting to apply a discount to a sale line, or lines that are already on offer.

Only one discount is valid per order.

We also reserve the right to invalidate any discounts or offers at any time and for any reason, without warning. Discounts cannot be applied retrospectively - so let us know before confirming your payment if there is an issue with your code.

Sorry, we're afraid you can't: promotional codes cannot be applied to existing orders in any circumstances. All promo codes MUST be applied when checking out and it is your responsibility to ensure it has applied as expected before confirming your order.

Discount codes are not valid in conjunction with any other code or offer.

Sitewide discounts may be subject to exclusions. If you'd like clarification on any specific terms of a particular offer, drop us a message and we can fill you in on these before you place your order.

All offers are subject to availability. Special prices or discount codes will not be rain checked should an item no longer be available.

Offers and codes cannot be applied retrospectively at any time, and must be applied to your cart or at checkout to redeem. When you click submit, you are accepting the total amount shown in your local currency to be debited from your account.

We reserve the right to void any offer or code at any time for any reason, without notice.

The products sold on our website are intended for personal use only, and are not intended for purchase by wholesalers or resellers. We reserve the right to cancel any order that we believe may be intended for resale.