Question still not answered? Contact us at firstname.lastname@example.org where we aim to respond within 48 hours, Monday-Friday.
- Gift Cards
If you have an issue or question that requires immediate assistance, you can click the button below to chat live with one of our team.
If we aren’t available, drop us an email and we will get back to you within 48 hours.
Sorry, we're unable to make alterations to existing orders. You'll need to place a new order, however we are more than happy to refund postage if your original order hasn't already been dispatched.
Unfortunately we cannot promise that it will be possible to change or cancel your order once it has been placed. We aim to have all orders dispatched within 1 working day of being placed so the chances are your order might already be on it's way to you by the time we see your request. To avoid having to change/cancel your order please ensure that all order details are correct before completion.
If we are able to cancel your order there will be a 5% admin fee.
If you haven't received these emails please double-check your Spam folder because they can sometimes end up there. If your email(s) aren't in your junk mail then you may have incorrectly entered your email address. If you think this is the case simply send an email to email@example.com letting us know and we will resolve the issue for you.
Alternatively, our Pangasa brand is 100% preorder, meaning we do not hold any stock: all stock is ordered in specially for your child. Because of this, Pangasa items are final sale.
- The address does not match the address on the cards records.
- The postcode does not match the cards records.
- The CVS/security number is incorrect.
- The card number is incorrect.
- Your card is not enabled for foreign transactions.
For security reasons we don't have access to any payment details or further information on declined transactions, or have any influence over the authorisation process. First we would recommend double checking all the information you've entered is correct, otherwise you will need to contact your bank or card issuer for further assistance.
Payment is not taken by us when your card is declined, although it may temporarily show on your bank statement. This is because your bank 'releases' the funds but we have not 'captured' them. This process is automatically reversed but the time taken will depend on your bank or card issuer.
We also accept Klarna Buy Now, Pay Later and Slice It In 3, Laybuy Pay it in 6, and Partial.ly Payment Plans.
If you'd prefer not to provide this information, we reserve the right to cancel and refund your order as we see fit.
We do not dispatch orders on weekends or UK bank holidays.
We aim to dispatch all personalised items within 2 working days. If you need your personalised item sooner please send us an email and we will try to prioritise your order.
Please note, you, the customer, are responsible for the payment of any customs fees.
We aim to dispatch Ready to Ship products (any product that doesn't specify that it is made to order/personalised/preorder) within 1 working day when possible, although it can sometimes take up to 2 working days.
Made to Order products (our Millie and John Bespoke range) take from 14 to 28 working days to be dispatched due them being handmade to order - this will be stated on the individual product description. As soon as your order has been dispatched you will receive an email to update you.
We aim to dispatch personalised products within 2 working days(Monday-Friday). If you need your personalised item sooner please do email us and we will try our best to prioritise your order.
Preordered items will have a delivery date specified in each individual product description
Please note: Weekends are not working days, so if you order on a Friday evening, Saturday or Sunday, your order will most likely not be shipped until Monday morning.
You can also contact us at firstname.lastname@example.org to help track down your order.
If you have any worries or concerns about delivery, we would recommend contacting your postal service directly for assistance.
Sadly our system is not tech-savvy enough to process exchanges. If you wish to exchange an item we ask that you return said item and then repurchase the new item.
Please note - if you have received a free gift and the return makes your order under the value required to be eligible for the free gift, you will also be required to return the gifted item. If your order qualified for free shipping and the return takes your under the free shipping threshold the cost of shipping will be deducted from your refund.
International orders - Standard air mail is the most used service for returns, however for peace of mind you may wish to send via a tracked service. On the customs form, include the value of 0 and state that it is a return of unwanted baby clothing.
We cannot accept liability for items lost when returned to us. If we have agreed to cover return postage for a faulty item, we will indicate which service you need to use as we cannot cover postage upgrades.
We do not offer free exchanges at this time. You can view more information on exchanges and returns here.
Together with your completed returns forms, we recommend packaging up your return by reusing the box your item arrived in (especially if returning a boxed item), or a normal mailing bag along with any other packaging included with your order.
Please do not return your boxed item in a mailing bag or non-padded, or paper envelopes designed for sending letters. This will not protect the item in transit, and the return may be refused upon arrival.
We are unable to reserve items, so we recommend purchasing the replacement item ASAP to avoid disappointment.
All items reported as faulty will be inspected by us upon arrival. Please bear in mind that items showing defect deemed to be due to accidental damage, general wear and tear, age or neglect will not be regarded as faulty.
Please contact us straight away upon arrival of your order, making sure to include your order number and a quick photo of the incorrect item, along with your invoice as it arrived. Please rest assured you will not be left out of pocket in this situation - a replacement will be sent, or, if not possible, a refund will be issued.
Refunds may take up to 72 hours to show on your bank statement, but the length of time varies depending upon your bank or card issuer.
You can also follow our brand reps on Instagram who each have a unique discount code that can be used on full price items.
We also have a VIP mailing list - more often than not VIPs will learn of discount codes before anyone else! You can sign up for this at the bottom of most pages on our website.
Promotional codes are entered on the right hand side on the first page of checkout. Don't worry, you won't be charged before you enter your discount code, you can review your new order total before you continue to your payment method.
Using a mobile device? Navigate to the first page of the checkout process and click the "Show order summary / Apply discount code" dropdown at the top of the page.
Only one coupon code is valid per order.
- Discount is no longer valid or has expired
- Discount is valid on selected lines only / subject to exclusions
- You are attempting to apply a discount to a sale line, or lines already on offer
- Only one discount is valid per order
We also reserve the right to invalidate any discounts or offers at any time and for any reason, without warning. Discounts cannot be applied retrospectively - so let us know before confirming your payment if there is an issue with your code.
Sitewide discounts may be subject to exclusions. If you'd like clarification on any specific terms of a particular offer, drop us a message and we can fill you in on these before you place your order.
All offers are subject to availability. Special prices or discount codes will not be rain checked should an item no longer be available.
Offers and codes cannot be applied retrospectively at any time, and must be applied to your cart or at checkout to redeem. When you click submit, you are accepting the total amount shown in £GBP to be debited from your account.
We reserve the right to void any offer or code at any time for any reason, without notice.The products sold on our website are intended for personal use only, and are not intended for purchase by wholesalers or resellers. We reserve the right to cancel any order that we believe may be intended for resale.
Please check your spam folder if you haven't received a reply to your inbox within the time stated. If you find emails are ending up in your junk folder, just add email@example.com to your contacts so you don't miss a message.
Please keep in mind we are only a small family business, and so like to work with those who have show genuine love and support for our business.
For more details about visiting us in person please see here.