Q. When will my item be dispatched?
A. We try to dispatch items as quickly as possible. Small items will usually be dispatched the same day as long as we receive the order by 3.30 PM. Due to our position on the courier route we need large item orders by 12.00PM for same day dispatch. Any orders received after these times will be dispatched the following working day. Please note we are unable to dispatch during weekends or public holidays.
Q. What do the different statuses mean after I have placed my order?
A. The following are the different statuses that you may receive after you have placed an order with us and what they mean.
Payment Accepted - Your payment has been authorised by your bank and we have received your order. This does not necessarily mean that we have accepted your order.
Payment Error - We have been unable to process your payment. This may be due to incorrect card details or your card being declined by your bank.
Cancelled or Refund - Your transaction has been cancelled and refunded. This may be due to a return under the DSRs or we believe the transaction may be fraudulent
Preparation in Progress - Your order has passed our security checks, has been accepted by us and is being prepared for despatch. If you see this then your order will be despatched the same day.
Shipped - Your order is on its way to you using your chosen delivery method!
Q. Can I order over the telephone?
A. Yes, if you wish, during our showroom opening hours. Please note though that telephone orders will not receive the standard notifications that internet orders will, and must be sent to the card holders registered address. For high value order we may need to email a link to Payment Sense for the payment to be made so that we can carry out the same checks we can with internet orders.
Q. Why do In have to input a code when I pay?
A. Our payments use a system called 3D Secure. This is known as 'Verified by Visa' for Visa based cards and 'Matercard Secure Code' for Mastercard based cards. The principle of this system is a bit like entering your PIN when paying for something in a shop and it helps to prove you are the card holder. From your point of view it helps to lower the risk of unauthorised use of your credit/debit card and from our point of view helps us verify that you are the card holder and means we can process your order much more quickly.
Q. Can I pay by Paypal?
A. We have used Paypal in the past but due to the number of orders placed with unconfirmed addresses, we have had to withdraw the service as we had to cancel too many orders. If a Paypal address is unconfirmed (outside of Ebay addresses are very often unconfirmed) we have absolutely no way of verifying the card holders details, leaving us very open to credit card fraud. If you really wish to pay by Paypal and can provide a confirmed address, please contact us and we can make the necessary arrangements.
Q. Do you offer same day delivery?
A. As a rule no. However, if you live within the TR12, TR13 postcodes we can offer same day delivery on large items.
Q. What Delivery Companies do you use?
A. All small items are sent via Royal Mail. We use Second Class as standard but you will be given the opportunity to upgrade to First Class or Special Delivery at checkout. For smaller items that are too heavy to post we use a service called Collect + Operated by Yodel we can either deliver to your door or if you are out to a local corner shop or convenience store. All larger items are sent via City Link and DPD
Q. Do you charge extra for delivery to Northern Ireland, Highlands and Islands?
A. For small items we use Royal Mail who do not charge us any extra for delivery to these areas so there is no charge. Unfortunately where we require a courier we are charged very high fees (up to four times standard UK mainland delivery charges) and regrettably we are unable to absorb this cost so surcharges will apply.
Q. When I pay for an item, do you store my credit card details?
A. No. All credit card details are sent directly to Payment Sense who process our card payments on our behalf. If you order over the telephone your card details will be submitted to Payment Sense and will not be stored by us. For internet orders your card details will not be shared with us. We are fully PCI DSS Compliant and a certificate can be viewed on request.
Q. Can you send items to an address that is not my registered card address?
A. Yes, provided that the credit/debit card is enrolled on the Verified by Visa or Mastercard Securecode program and the code has been correctly entered. Unfortunately we are only able to send items ordered by telephone to the registered card holder's address.
Q. What checks do you do to prevent fraudulent transactions?
A. We take card fraud very seriously and we have a number of checks that we carry out to try to ensure the validity of transactions. We will check the billing address matches the given address, we check the CV2 (last 3 digits on the back of the card) and we use Verified by Visa and Mastercard Secure Code. We may also check the IP address to check which country the order was placed from. We also look at the country of issue of a card. If we believe a transaction is fradulent it will be cancelled immediately and any monies refunded.
Q. Do you have a showroom?
A. Yes, Our Showroom is on the popular Water-Ma-Trout industrial estate in Helston, Cornwall. Our address is Unit 4, Hellys Court, Water-Ma-Trout, Helston Cornwall. TR13 0EW. We are open Monday to Saturday 10am to 5pm
Q. I won't be in to receive my delivery. What should I do?
A. Small items will be left at a local post office or delivery office and you should be able to re-arrange delivery. Collect + items can be left at a nearby convenience store for you to pick up. For City Link two delivery attempts will be made. If you cannot be sure when you will be available please contact us and we can make arrangements for items to be left with neighbours etc. If City Link make two attempts and still can't deliver you will need to contact them directly. If you are unsure at all please let us know and we will try to help as best we can.
Q. Do you offer advice on how to maintain my pushchair or buggy?
A. Yes of course. A pushchair has lots of moving parts and comes into regular contact with dirt and grime so maintenance is very important. Please see our section on maitenance for more information.
Q. Do you sell my details to other companies?
A. Definitely not. We respect and value the privacy of our customers. We will pass your details to our payment merchants and couriers only for the purposes of carrying out your transaction and delivery. We do store your details in case any difficulties arise with your order such as warranty issues and these are kept in a very secure database. We do not store your credit card details.
Q. Will you send me marketing material?
A. No. We know how annoying junk email is so we don't do it. However, we do have some great offers from time to time so we publish them on our Facebook page. There will be occasional competitions as well so it is well worth taking a look. www.facebook.com/onlinebabycentre
Q. I've received my item and I wish to return it. Can I do this?
A. Yes of course. We want you to be happy with your item so let us know within 7 working days of delivery and then return it to us and we will give you a full refund. All we ask is the item is returned in a unused condition and that you pay the return postage.
Q. I've received my item and it is faulty. What should I do?
A. The items we sell are very high quality and problems are very rare. However, inevitably problems will sometimes arise. If you receive a faulty item please contact us at the first opportunity and we will get it replaced or repaired.
Q. How long is my warranty?
A. It depends on the manufacturer. All items are sold with a minimum of 6 month warranty. Many manufacturers offer extended warranties with lengths ranging between 12 months from purchase and 4 years. If you are unsure contact us and we will advise you.
Q. I haven't received my item! What should I do?
Around 95% of all deliveries made by Royal Mail and Couriers arrive on time. Inevitably occasional delays may happen, particularly during adverse weather or busy traffic periods. (such as around bank holiday periods) Very rarely items may go missing in transit. Please allow a few days for your delivery to arrive over the specified time but if it still doesn't then contact us and we will investigate on your behalf. In the event an item is lost a replacement will be sent. For Royal Mail items it may be worth checking with your local post office or delivery office in case a delivery attempt has been made and the calling card has been misplaced/not left??! Please note if a replacement item is sent we will make a claim through the relevant delivery company so it is very important that you contact us if it does eventually arrive.
Q. I need to contact you. How do I do this?
A. There are several ways to contact us and we do not hide our contact details like some of our competitors. You can telephone us on 0845 544 1258, there is an email form on our contact page and we also have a live chat facility that you can use to contact us. Telephone opening times are usual business hours but we try to keep the live help open in the evenings as well.
Our postal address is:
The Online Baby Centre
Unit 4 Hellys Court, Water-Ma-Trout, Helston, Cornwall. TR13 0EW