Saroo Baby is committed to giving our customers excellent customer service. If we don't deliver this level of service in any way please don't hesitate to let us know. We are always happy to hear any suggestions on how we can improve.
We have tried to keep this customer service page short and to the point, whilst still giving you the information you need to know to successfully make a purchase, however if you can't find what you are looking for, please contact us, we are always only too happy to help.
Delivery
Our standard delivery charge is £4.50 for any weight of goods.
For orders over £75 delivery is free.
Most parcels are sent by Royal Mail 1st class recorded mail. If your order is very large, it is sometimes better for us to send via parcelforce or an alternative courier. All items have a tracking number which is sent to you via email so you can keep track of your parcel.
All orders are sent out on the next working day from when it was ordered, but has been known to be sent out the same day if the order is placed before 3pm.
Please note that the website is currently set up to accept orders for delivery within the UK only. If you are based outside of the UK and would like to place an order please email us on info@saroobaby.co.uk with details of what you would like to order and we will work out the delivery charge for you, and let you know how to put the order through the website.
Making a purchase
The most straightforward way of making a purchase is through the website. As you browse the shop, click on any items that you wish to buy to put them into the shopping basket. If it is a gift, please let us know at checkout, with the message you would like in the card. We will gift wrap your item free of charge. Please ensure that the delivery address is clearly marked and marked as a gift. That way the invoice will not be sent with the parcel but will be sent to the billing address.
All our payments go through PayPal as we feel this gives you the best security. However, we are also able to take payment over the phone if you would prefer (your details are entred into our credit card machine but will not be saved). We can also accept payment by cheque but orders will not be despatched until the cheque has cleared.
Once you have paid for your order you will receive an automatic email confirming your purchase. This will give you a chance to check your order, and will give you an order number to quote in any correspondence. Please contact us by replying to the email if there are any changes or if you have any questions.
We try very hard to keep all items in stock, but in the unlikely event one of the items you have ordered is unavailable we will email you directly as soon as possible and ask you whether you would like the amount refunded or would prefer to wait for the item to come back into stock.
Payment
We accept all credit and debit cards and your payment is processed by PayPal. We have chosen to use PayPal as they adhere to the most stringent levels of fraud screening, ensuring that customers' details remain secure throughout the transaction process.
You are also able to pay us over the phone. We will manually enter your details into the credit card machine and will send you the printed receipt from the machine. We will NOT keep your details on file.
If you would prefer to pay by cheque this option is available, although it will mean the order process takes a little longer. Please email your order and delivery instructions to info@saroobaby.co.uk and we will reply with the total cost of the order. You can then send us a sterling cheque made payable to Saroo Baby in the post, address details can be found in the 'Contact Us' . Your goods will be despatched as soon as the cheque has cleared.
Cancellation Right
Under the distance selling regulations you have the legal right to cancel your order within seven working days of receipt of the goods. Returns will be dealt with as detailed below.
Returns Policy
We hope you will be pleased with your purchase, however should you wish to return anything bought from us, we will be happy to refund or exchange a product provided it is in a fully resalable condition.
Returns should be sent back to us within one month of the date of purchase, in their original, undamaged packaging. Once the item has been received by us we will refund the price of the item using the same method originally used by you to pay for it, or exchange the product if an exchange has been requested. A refund of the delivery charge will only be given if items were incorrect, damaged or faulty. If we find that the product has not been returned to us in fully resalable condition, we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount. Please note that toiletries must be unopened.
None of the above conditions affect your statutory rights when goods are faulty, or not as described.
Any Other Questions…
We hope this has answered any questions you had, but if not simply email us on info@saroobaby.co.uk
If you would prefer to pay by cheque this option is available, although it will mean the order process takes a little longer. Please email your order and delivery instructions to info@saroobaby.co.uk and we will reply with the total cost of the order. You can then send us a sterling cheque made payable to Saroo Baby in the post, address details can be found in the 'Contact Us' . Your goods will be despatched as soon as the cheque has cleared.
Cancellation Right
Under the distance selling regulations you have the legal right to cancel your order within seven working days of receipt of the goods. Returns will be dealt with as detailed below.
Returns Policy
We hope you will be pleased with your purchase, however should you wish to return anything bought from us, we will be happy to refund or exchange a product provided it is in a fully resalable condition.
Returns should be sent back to us within one month of the date of purchase, in their original, undamaged packaging. Once the item has been received by us we will refund the price of the item using the same method originally used by you to pay for it, or exchange the product if an exchange has been requested. A refund of the delivery charge will only be given if items were incorrect, damaged or faulty. If we find that the product has not been returned to us in fully resalable condition, we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount. Please note that toiletries must be unopened.
None of the above conditions affect your statutory rights when goods are faulty, or not as described.
Any Other Questions…
We hope this has answered any questions you had, but if not simply email us on info@saroobaby.co.uk