Frequently Asked Questions

Popular (best) Questions

Which payment methods are available?
We accept Paypal and Stripe payments where you can use all major credit or debit cards. You could also transfer the money via BACS, get in touch if you need more info on that.
DO YOU ACCEPT RETURNS?

If we have made a mistake, or if the product genuinely got damaged during transport, of course, we will accept returns. However, as these are all personalised items, we can't accept returns if you just 'change your mind'. You can read more about our returns and refund policy here...

DO YOU DO BESPOKE DESIGNS FOR PERSONALISED BABY GIFTS?
You can personalise the designs in the shop with the appropriate details, i.e. the name and date etc. But if you want to change the design itself of the printed products, we can create bespoke visuals for many (not all) of them. Get in touch and we can advise and give you a quote if you have a special project in mind.

Orders & Shipping

DO YOU SHIP INTERNATIONALLY?
We ship to Europe and Internationally – if you can't find your country in the list during check-out, please get in touch.
CAN I TRACK MY ORDER?
Depending on which delivery has been selected, if we get a tracking code from the shipper, we will add it to your order of course :-)
HOW LONG WILL MY ORDER TAKE TO ARRIVE?
Mostly, we process any orders within 1-2 days to go into production, so for UK orders we should be able to ship within 3-5 working days, depending on the process (print, engraving or sublimating). Most shipping takes 48h but let us know if you need something urgently and we will help you with express delivery (additional charges will apply) if we can.

Cancellations, Exchanges & Returns

Cancellation Policy (sorry, it's a bit techy wording)

You have a legal right to cancel an order in respect of items which are not personalised or made to your specifications (“bespoke items”) and this is set out under “Cancellations” below.

If you have placed an order for a Personalised or Non-Personalised Product, you can make the request to amend or cancel your order by contacting us as quickly as possible on 07940 564849, or email us at hello@babygiftmaus.com indicating order number, which item(s) and the number of items to be cancelled, your reason for cancellation, and whether you are seeking a replacement or refund. We also ask you to give us a daytime contact telephone number.

AMENDING AND CANCELLING AN ORDER FOR ANY PRODUCT BEFORE PRODUCTION

Definition of Amendment: request to change personalisation, delivery contact name and address, or upgrade delivery method.


Definition of Cancellation: request to cancel whole or part or your order.


If your product whether personalised or not personalised has gone into production or has been dispatched between when you place the order and when we pick up your request to amend or cancel your order, then we will be unable to amend or cancel the order. We do not work weekends or bank holidays, therefore if you have made a request to amend or cancel your order during this period we will pick up your request when we start the next working day, and will always try to notify you that day if your request was successful. However, we do experience high volumes of customer contact which can delay our response and action to your support request.

PLEASE NOTE: we cannot guarantee that we will be able to amend order details or cancel your order, but will make every effort to make your request successful. We operate on a service level agreement of replying to emails within 2 business hours (9am-5pm Mon-Fri excluding Bank Holidays). Should the status of your order change during this period Baby Gift Maus will not be held liable for changes or cancellations not being made.

 

EFFECT OF CANCELLATION OR CHANGE OF MIND

If you cancel this contract in accordance with these terms and conditions listed, we will reimburse to you the agreed amount.

We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.

We may make a deduction from the reimbursement for delivery costs if there was a cost involved to get the order sent to you, in the event of you cancelling due to change of mind.

Therefore, if you have received a non-personalised item but have changed your mind you may return the item for a refund of the product cost, you will however not be refunded the cost of postage.

RETURNS

Unless there has been an error on our part, or the item you purchased is defective, you have no right to cancel and we cannot accept returns on ‘Personalised’ or ‘bespoke’ items, whether by name or date, as these cannot be sold to anyone else. Our website is designed to give customers every opportunity to check all input/personalisation details and dates.

You have the right to return an item which is not personalised / bespoke within 14 days without giving any reason.

If you want to return an item, simply email us at hello@babygiftmaus.com or call us on 07940 564849 indicating order number, which item(s) and the number of items to be returned, your reason for returning the item, and whether you are seeking a replacement, alternative or refund. We also ask you to give us a daytime contact telephone number. If the item is returnable under our Returns Policy terms and conditions as per below, we will issue you with a returns address and a Returns Authorisation Code. You must obtain a Returns Authorisation Code before sending anything back to us or we will not otherwise be able to process your Return.

Lost in Transit if Product Returned We cannot be held responsible for packages lost in transit: as you are responsible for returning the items to us, we recommend sending the packages by Recorded/Special delivery.
PLEASE NOTE: item(s) returned to us for reasons not due to our error or defective Product(s) will not have return postage/shipping costs refunded.

DEFECTIVE ITEMS

If you return an item, whether personalised or not, because of an error on our part, or because it is defective or damaged, we will happily refund your costs in returning it to us. The item(s) must be returned in the condition in which you received it, and a photo as proof of damage must be sent to hello@babygiftmaus.com within 30 days of delivery.

REFUNDS AND REPLACEMENTS

For item(s) returned to us within 14 days of the request of return with the appropriate Returns Authorisation Code and in accordance with these terms and conditions, a refund or replacement will be processed by Baby Gift Maus within 14 working days of receipt of the returned items. A refund will be made in the same form of payment that was used to make the initial purchase. If you would like a Replacement, this will be to your original product specification (e.g. Gift Box) as detailed on your original order and will be sent via the same delivery method. If you wish to upgrade your delivery method for the replacement item, the difference in cost for this upgrade must be paid to Baby Gift Maus.

Product Lost in Transit If a product does is not delivered within the timescale stated at despatch we will require confirmation that the sorting office or local depot has been checked before a replacement is sent out. If tracking information has been provided for your order it is your responsibility to check the status of delivery and follow any advice left by the delivery service on this tracking information.


Other

LIABILITY

Unless otherwise agreed in writing, Baby Gift Maus maximum liability to you arising by reason of or in connection with the supply of the Products to you shall be limited to the amount paid by you in respect of the Products in question (“Payment Amount”).

Baby Gift Maus shall not, in any event, be liable to you for:

Any direct loss; Or Any loss of profits, business or anticipated savings or loss of or corruption of data or any indirect loss or consequential loss what so ever even if it has been advised of the possibility of such loss. This does not affect your statutory rights as a consumer. Nothing in these conditions of sale shall exclude or limit the liability of Baby Gift Maus for death or personal injury due to its negligence or for its fraud. This does not affect your statutory rights as a consumer.

Do you still have questions left?

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Baby Giftmaus
is a trading name of Essence Design Ltd.

Company Reg No: 3259117 |
VAT No: GB670930236