Help & FAQs

Buying at My Natural Baby

When you decide to buy something on our site, simply click on 'Add to Basket'. While you continue shopping you can click on the 'Shopping Basket' link on the top right at any time to view the contents of your shopping basket. If you have specific request or require further information on any of our products, you can contact us here. We'll then try to respond with 24 hours.

Prices and Delivery

The prices for any goods will be as quoted on our Site, except in the case of obvious errors. These prices include VAT. Delivery costs are not included but will be calculated when you checkout. You can find out more here.

How do I know you have received my order?

You will receive confirmation via email once your order has been placed through our website. It will detail your order quantity, item(s) description, the total cost of your purchase as well as your customer number. You will also receive a second e-mail confirming that your order has been despatched.

Reviewing/Modifying your order

If you need to make an ammendment to your order with us, please email or call us and we shall make the necessary changes. E-mail info@mynaturalbaby.co.uk (note: You must include your name, postal address and order number).

Checking your Order Status

You can check the status or your order at any time by clicking the 'Order Tracking' button at the bottom, or clicking here. Just enter your email address & password.

How do I cancel my order?

You can tick "Remove" at any time to clear an item from your shopping basket. Should you change your mind after completing the checkout process, simply contact Customer Services and we shalll cancel your order if it has not already been despatched. Please E-mail info@mynaturalbaby.co.uk

Returns and Exchanges

When you order from us, we want you to be free from worry, so we extend to you our no-risk guarantee of satisfaction. If you are not satisfied with your purchase for any reason, simply return it in its original condition within 30 days for a replacement or full refund.

We will pay return postage costs for an item that arrives broken or damaged, or is defective in any way, or is not the item that was ordered. All Items should be returned to: 15 New Bond St, Bath, BA1 1BA, UK

When returning the item, we suggest you retain a certificate of posting for your own records, in the event of the product failing to reach us.

Returned products must meet the following criteria for refund:

1. The item must be in resalable condition
2. The item must be in the original packaging with all tags/documentation still in place

A 15% restocking fee will be deducted from your refund if the above conditions are not met. Please contact our customer service team if you have any questions or queries regarding your return. Please note returns can take between 7-10 business days to receive and we process within 48 hours of receiving the return.

Our contact details

We are happy to answer any questions you may have regarding these Terms and Conditions or any other aspect of our service. Please contact us on 01225 461049 or Email info@mynaturalbaby.co.uk

Delivery Information

We post all UK orders via Standard Royal Mail First-Class Recorded Delivery - the cost is £3.95 for any order size. Certain items depending on their weight and destination may incur an additional charge. We will inform you if this is the case. We also offer Guaranteed Next Day Delivery for £6.95.

International Delivery

Standard parcels for the EC have a delivery charge of £6.95 and international delivery outside the EC are charged at £9.95. However, occasionally there are extra costs depending on the product and destination, but you would be informed of these before despatch if they are incurred. Delivery times may vary depending on destination.

Delivery Times

All orders placed before 2pm Monday to Friday will be posted out that day first class with the Royal Mail, it should reach you the following day between 8am and 5.30pm. Orders placed before 3pm on a Friday should reach you by 5:30pm Monday at the latest. All orders are posted on first class Royal Mail services

Guaranteed Next Day Delivery: All orders placed before 12pm Monday to Friday will be guaranteed for the next working day. Please note that orders placed on a Saturday for this service will not be delivered until Tuesday.

* Exception - Penguin Deckchairs: orders must be received before 1pm to guarantee next day delivery.

Returns and Exchanges

When you order from us, we want you to be free from worry, so we extend to you our no-risk guarantee of satisfaction. If you are not satisfied with your purchase for any reason, simply return it in its original condition within 30 days for a replacement or full refund.

We will pay return postage costs for an item that arrives broken or damaged, or is defective in any way, or is not the item that was ordered. All Items should be returned to: 15 New Bond St, Bath, BA1 1BA, UK

When returning the item, we suggest you retain a certificate of posting for your own records, in the event of the product failing to reach us.

Returned products must meet the following criteria for refund:

1. The item must be in resalable condition
2. The item must be in the original packaging with all tags/documentation still in place

A 15% restocking fee will be deducted from your refund if the above conditions are not met. Please contact our customer service team if you have any questions or queries regarding your return. Please note returns can take between 7-10 business days to receive and we process within 48 hours of receiving the return.

As with all shopping websites, we collect personal information from you so we can send you what you have ordered from us at My Natural Baby [part of the Bloomsbury Store Group]. We will only use this information lawfully and in accordance with the Data Protection Act 1998.

We do need certain personal information and we use this information to make your shopping experience as easy and enjoyable as possible. We need it to process your order, inform you of any delays or problems and to occasionally send you special offers and promotions or announce the arrival of new stock. If you fill in any additional information on the Contact Us form we will only use this information to send you relevant offers or products applicable to your personal interests.

The information we need is:

• Your name - so we know what to call you and how to address you
• Delivery address - an obvious one!
• Email address - so we can email you order confirmations, delivery delays, offers etc
• Telephone number - we'll only call if we have a delivery problem
• Credit card details - we only ask for these when you place an order
• Additional information - Purely useful for us to know so we can only send you stuff that will be relevant and hopefully of interest.

Security

Credit Card Security

We use the very latest secure server technology to ensure your information is protected to the highest standards.

Your credit card transactions are extremely secure - we use encryption to safeguard your credit card information and only accept orders from web browsers that permit communication through Secure Socket Layer [SSL] technology - this means you cannot inadvertently place an order through an unsecured connection. Most web browsers above version three support this security.

This encryption makes it virtually impossible for unauthorised parties to read any information that you send to us. The encryption technique we use is the highest standard available for e-commerce.

To protect your privacy, we will ask you to enter your credit card number, expiration date & card verification code [3 digit number on the back of your credit card] each time you place an order with us. This way, even if someone else accesses the account information stored on your computer, they will not be able to use your credit card.