Refund policy

New Baby Hamper
hello@newbabyhamper.com

We want you to love your order, but if something isn't right, we're here to help. This policy explains how returns work and what you can expect.

How to Start a Return

  1. Email us at hello@newbabyhamper.com within 7 days of receiving your order to let us know there's an issue and your reason for return.
  2. We'll reply with a returns authorisation code and the correct returns address.
  3. Send the item back using the address provided.

Important: Please do not send any item to our trading address without authorisation or a label. Some of our hampers are donated directly to baby charities across the UK, so we may ask you to send your return directly to them instead. Returning items without approval may lead to delays or lost parcels and missing refunds. 

Return Postage Costs

  • The customer is responsible for the cost of return postage unless the item is faulty.
  • If something is wrong or an item is faulty, we'll include a returns label at our cost.
  • We strongly recommend using a tracked and insured postal service, as the parcel remains your responsibility until it arrives back with us.

Return Timeframes

  • You must notify us of any issue within 7 days of delivery.
  • Once authorised, your return must arrive back with us within 7 days (The 7 days starts from the date of your authorised return).

Damaged or Faulty Items

  1. If your item has arrived damaged: Take photos immediately of the product, packaging and any visible damage.
  2. Email the photos and your order number to hello@newbabyhamper.com.
  3. Keep all original packaging and any proof of damage until we confirm next steps.

We'll get to work right away to put things right, and where appropriate we'll replace or refund your item(s). This doesn't affect your statutory rights.

Non-Returnable Items

Some items cannot be returned:

  • Hampers containing personalised products, as these are made to order
    Used or worn clothing, for hygiene reasons
  • Rattles and similar items that cannot be resold once opened

If a hamper contains a mixture of personalised and non-personalised items, only the non-personalised parts may be eligible for return. We'll calculate the cost of the single item if it was purchased on its own as the basis for the refund.

Exchanges

To keep things quick and simple, we do not offer exchanges. If you need a different item, please:

  • Wait for your return to be authorised
  • Place a new order with us
  • We will refund your original order once the returned item arrives back with us and is inspected.

Refunds

  • Refunds are issued within 7 days of your return arriving back with us.You will
  • Receive an email confirmation as soon as your refund has been processed.
  • Refunds are issued to the original payment method only.