Returns & Repairs

Returns

We hope you will be highly satisfied with any product purchased but if you wish to return an item then we aim to make it as quick and convenient as possible. Please see information about returns below.

Returns Policies

How to return or exchange an item

To return an item because you have changed your mind just notify us that you wish to return the item(s) within 14 days from the date of receipt. The items must be returned in the original packaging, in an unused, saleable condition and we’ll give you a refund or exchange.

Any item purchased from us between 1st December and 24th December will be included in our extended returns policy and may be returned to us up until 31st January.

Are there any items that cannot be returned or exchanged?

We are unable to offer refunds or exchanges for Personal Care Products once the product has been washed or used unless they are faulty. Packs will only be accepted back if they are complete. This does not affect your statutory rights*. Personal Care Products include items such as nappies, dummies, toothbrushes, combs and hairbrushes.

Made to order items and personalised items can only be returned if found to be faulty.

Returning a faulty or damaged item

To report a faulty item please notify us within 30 days from the date of receipt or within the guarantee period. We’ll give you a refund or offer you a replacement, following verification of the fault at our service centre. Where possible, we will try and correct the problem with spare parts to cause you less inconvenience.

We would recommend, if possible, to retain the original packaging throughout the guarantee period as the item(s) will need to be boxed if they need to be collected.

What if my guarantee has expired?

Please contact us and we will get in touch with the manufacturer. We work in partnership with Trading Standards and your rights are protected by the Consumer Rights Act for up to 6 years.

How to return or exchange an item if you have changed your mind?

1. Arrange your Return using our Collection Service

We offer a simple and cost effective service to allow you to return an unwanted item. Our courier collects Mon-Fri between 8am and 6pm. At least 48 hours notice is required to organise the collection. We are only able to collect items from the UK.
Collection Charges
Return Type Cost
Standard Item Return or Exchange (Lower Price Alternative Product)

£16.50 (Per Box)

(£8.50 Per Item when exchanging for an item equal to or higher in value)

Return of Nursery Set or Wardrobe £28 (Per Box)
Exchange (Same or Higher Price Alternative Product) £28 (Per Box)

Arrange your Return

How do I arrange a collection?

Please contact us with the following information to arrange your return and we will email through your collection details and further instructions.

1. Order Number.
2. Item(s) to return.
3. Reason for return.
4. Confirmation if the item has been used.
5. Number of boxes.
6. Preferred collection dates (at least 2 working days notice is required to organise the collection.)
7. Exchange Required/Refund Required (select as appropriate)
8. If an exchange is required, what product you would like to exchange it for.
By emailing us with your collection details you are agreeing to the charges laid out above.

Preparing your Parcel for Collection:

  • Please ensure that the item is returned in the original box along with any additional packaging. (If the item is not returned in its original box, you will be charged £4.00 per box and this would be deducted from any refund due).
  • Please ensure that all safety tags are still attached to the item.
  • Please ensure that all instructions and any loose contents are in the box.
  • Please download and print off the following postage label. Place the address half of the label on the outside of each box. Fill out the second half of the label and place this inside of each box.

Please note that any failed collections will result in a £16.50 charge. Please be aware that we are unable to accept liability for loss or damage of goods if the goods are left out for the courier.

What to do in the event that the courier fails to make the collection?

Couriers will collect up to 6pm. If we have arranged a collection for you and the courier has failed to collect the item, please contact us so we can find out what the problem was and rearrange your collection.

Arrange your own Return

You can organise your own return, at your own cost and risk. Please download and print off the following postage label, fill out the relevant details and return it to us at the address shown on the label. We recommend you send this back on a tracked service so you are able to claim with the courier should the item(s) be lost/damaged in transit.

Preparing your Parcel for Collection:

1. Please ensure that the item is returned in the original box along with any additional packaging. (If the item is not returned in its original box, you will be charged £4.00 per box and this would be deducted from any refund due).

2. Please ensure that all safety tags are still attached to the item.

3. Please ensure that all instructions and any loose contents are in the box.

How to return, exchange or arrange a repair if you have found a fault

Who do I contact to report a fault?

For all products (excluding those listed separately below), please contact us.

These Manufacturers prefer to resolve any faults directly with the consumer. The statutory rights* of the purchaser are not affected:
  • For Cosatto products, please email or call Cosatto directly 0871 977 3900.
  • For Tomy products, please fill in their online form or call Tomy directly on 01271 336155.
  • For Doona products, please email Doona directly

What information do I need to provide when reporting the fault?

Please include the following:

  • Order number
  • The product name
  • A detailed description of the problem. Please attach any images or supporting information that you feel may assist in assessing and resolving the problem.

How to return the faulty item?

We offer a simple and cost effective service to allow you to return a faulty item. Our courier collects Mon-Fri between 8am and 6pm. At least 48 hours notice is required to organise the collection. We are only able to collect items from the UK.

For products within their guarantee period no collection fee is charged unless the item is found not to have a manufacturing fault. If a manufacturing fault is not present upon inspection, your collection fees will be:
Return Type Cost
Standard Item Return or Exchange (Lower Price Alternative Product) £16.50 (Per Item)
Return of Nursery Set or Wardrobe £28 (Per Item)

How do I arrange a collection?

We will arrange this with you when you contact us to report the fault.

Preparing your Parcel for Collection:

  • Please ensure that the item is returned in the original box along with any additional packaging.
  • Please ensure that all safety tags are still attached to the item.
  • Please ensure that all instructions and any loose contents are in the box.
  • Please download and print off the following postage label. Place the address half of the label on the outside of each box. Fill out the second half of the label and place this inside of each box.

Please note that any failed collections will result in a £16.50 charge. Please be aware that we are unable to accept liability for loss or damage of goods if the goods are left out for the courier.

What to do in the event that the courier fails to make the collection?

Couriers will collect up to 6pm. If we have arranged a collection for you and the courier has failed to collect the item, please contact us so we can find out what the problem was and rearrange your collection.

Refund Questions

When will I be refunded?

We will initiate the refund, replacement or exchange process once we have been notified of your request.

Any refunds due will be processed within 30 days by PreciousLittleOne, as per Consumer Contracts (Information, Cancellation and Additional Charges) Regulations.

How will I be refunded?

We will issue a refund back back to the same payment method used when placing the order.

If we have arranged the collection on your behalf and the item is not faulty, we will issue a refund less the applicable collection charges.

Repair Questions

How long can i expect a repair to take?

Should the item need to come in for repair we quote up to 28 working days for a repair to be completed from collection of your item(s) to delivery back to you. This is the worse case scenario and we always endeavor to reunite you with your item(s) as soon as possible. We are not able to guarantee you a shorter repair time.

Do I get updated as to the progress of my repair?

Information regarding your repair can be found on the notes within the Track your Order section. Sign in using your order number and delivery postcode.

If there are no notes regarding your repair within the notes or your item(s) was collected more than 28 working days ago, please contact us.
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