FAQ
Do you have a question? Maybe you can find the answer right here. Our FAQ is your quick and easy help page. Here, you can read more about our return policy, how to pay for your order, or what delivery methods there are available to you.
If you cannot find the answer to your question here, please do not hesitate to contact us per e-mail to [email protected] or call us on +45 86 95 11 55. We will help you as fast as we can.
Products
What does it mean when a product is listed as meeting a safety standard? add
When a product meets a safety standard, it means that the product has been certified based on the latest standards that the authorities have specified.
In order to be certified, the product must go through a large number of tests in order to ensure that the product can withstand various daily use scenarios. This mean that you can be sure that a product that meets the safety standards is the safest choice for you and your child.
All of our safety gates and the majority of our other products meet the latest and strictest safety standards. That is your guarantee that the products help you to take really good care of your child.
You can read more about the safety standards for our BabyDan safety gates and many of our other products.
What does it mean when a product is Oeko-Tex certified? add
If a product is Oeko-Tex certified, it means that it is completely free of harmful substances.
Oeko-Tex is a partnership of 18 independent research and testing institutes working with organic textiles and leather in Europe and Japan. Oeko-Tex is in charge of carrying out the many tests and preparing guidelines for determining whether a textile or leather product is organic and free of undesirable substances and chemicals.
The Oeko-Tex standard 100 is one of the world’s most well-known textile certifications. So if a textile has earned this label, you can be certain that no parts of the fabric contains any harmful substances.
The vast majority of our textiles are Oeko-Tex standard 100 certified, because your child’s safety is absolutely our top priority here at Babydan.dk. You can, for example, buy Oeko-Tex certified ponchos and bath capes.
What does it mean when wood is FSC certified? add
Hvis en vare er lavet af FSC certificeret træ, ved du, at du kan købe det med god samvittighed.
If a product is made from FSC certified wood, you can be sure that you can buy it with a clean conscience.
This is because the wood will then be from an FSC forest, where trees are only cut down to the extent that the forest can replenish itself. In FSC forests, animals and plants are also protected, and the people who work in the forests are properly trained, properly equipped and given a fair wage.
FSC is an international non-profit labelling scheme for wood and paper products. FSC is the only international labelling scheme for wood products, and it gets a lot of support from green organisations such as WWF, Greenpeace and Forests of the World, social organisations and companies around the world.
BabyDan is an FSC certified company, as we are most passionate about sustainability and safety for the world that our children will be growing up in.
You can, for example, buy a BabyDan TORA safety gate which is made from FSC certified beech.
Some part of my product is missing - what can I do? add
If you are missing a spare part for your safety gate, then in some cases we can help you by sending you a new one. You can contact us by writing to [email protected].
However, please note that not all spare parts can be replaced. For example, front mounted plastic fittings cannot be replaced, as they are pressure mounted and therefore the safety gate will not meet the safety standards after that part is replaced.
If that happens to be the part that you want to replace or is missing, you will have to buy a new safety gate. However, if you are short a handle, then in some cases that can be replaced.
Contact us by writing to [email protected] if you need advice.
Complaint and return
How do I return an item? add
Have you regretted your purchase? Don't worry, you can easily return the item in order to get your money back.
Just remember that we don't refund return expenses. You will have to pay the expenses for the return of the goods yourself when you exercise the right to annul.
You can send returned items from Babydan.co.uk within 14 days of receiving the package.
You return your package by filling out this cancellation form putting the items that you want to send back back in the package along with the cancellation form. Close the package thoroughly and send it to the following adress:
Baby Dan A/S
Niels Bohrs Vej 14
8670 Laasby
Denmark
Please note! We do not accept packages sent COD. The parcel must be sent directly to the address. Parcels sent to a parcel service will not be collected.
When returning items, you may use a postal service of your own choice. We do not provide pre-paid return shipping labels. Remember to fill out a customs form, in order to send your purchased items back to our address in Denmark. Read more here
Please make sure that the goods are packed safely. You are in fact responsible for the package/goods until we receive it. So, please save your receipt from the post office as well as any possible track and trace number.
You will automatically receive a refund within 14 days of receiving your return package.
Important
We expect you to return the goods as soon as possible after you have notified us of your cancellation, and you must return them within 14 days of your cancellation.
My product is damaged - what do I do? add
It is such a pity to receive a package that is not as it should be. Therefore, we would really like to help you as soon as possible so that you can get what you have ordered.
If your package has been damaged during shipping, please email our customer service on [email protected]. You must attach the following information:
- Order number
- Product name
- Product number
- A picture of the packaging with a clear address and packing number
- A picture of the packaging inside and outside
- Pictures that clearly show how the item is wrapped – then we can better see what has gone wrong. Please take a picture directly into the open box.
- Images of the damaged product
If you think the product has been damaged prior to delivery, please email our customer service at [email protected]. You must attach the following information:
- Order number
- Product name
- Varenummer
- What and why the problem occurred
- Image or video clearly showing the problem
- Photos of the entire product
I have returned my item but have not received a refund? add
We always work to process your returns as soon as possible. But during busy periods, treatment can take up to 14 days.
So we hope you will wait to contact customer service until the 14 days have passed. Then we have better time to process returns and other inquiries. The refund will be made to the same account that you used for the purchase.
What is the status of my complaint? add
We are busy and in the process of processing your complaint!
We will process complaints in the order in which they have entered and we will deal with your case as soon as possible.
In the case of an urgent matter, you are welcome to call our customer service instead of sending a new email. You can catch us on +45 86 95 11 55.
Can I exchange a product? add
If you want to exchange a product, send it back and you'll get a refund excluding return postage. See how to return here in this FAQ or in our Terms and Conditions.
You will need to place a new order for the product you want instead of the returned one. Remember that you have a 14-day right of withdrawal from the day you receive your item.
How do I advertise an item? add
You can contact our mail [email protected]. Always remember to provide the following information:
- Product number
- Product name
- Age of the item
- Why do you want to advertise the item
- Picture of the fault/damage (if possible)
Newsletter
How do I receive your newsletter? add
You can get our newsletter by signing up for it here on our website. You must fill out the registration form with your name and email.
Then you can look forward to receiving our newsletter and being informed about our latest news and learn more about how to take best care of your child at home and on the go.
I no longer want to receive your newsletter - how do I stop it? add
If you no longer want to receive our newsletter, you can easily unsubscribe.
You must scroll down to the bottom of the newsletter and select "Unsubscribe newsletter". Click the link that sends you to a page where you can unsubscribe.
Right of cancellation
How do I exchange my item or regret my purchase? add
If you have regretted your purchase, you can return it. Then you must send the package back and get a refund excluding the return shipment.
If you wish to cancel your order, please contact BabyDan's customer service at [email protected]. As the order is most often packed and shipped on the same day it is placed, we cannot guarantee a cancellation. In the event that your order is already packed and shipped and therefore cannot be cancelled, you can return the purchase.
You have 14 days right of withdrawal from the day you receive your item. You must make a new order for the product that you would like to have instead of the returned one.
When can I expect to receive the money for my returns? add
We always try to process your returns as soon as possible.
During busy periods, treatment can take up to 14 days. We hope you wait to contact customer service until the 14 days have passed. In this way, we have better time to process your and others' returns.
You will receive a refund to the account you used for the purchase.
Order
What do I do if I haven't received my order confirmation? add
If, one hour after your purchase, you still haven't received an order confirmation, you should contact our customer service at [email protected].
Maybe there is a technical glitch at stake that customer service can help you resolve.
There is incorrect information in my order - what do I do? add
Practice, typos happen! Unfortunately, we cannot change the information in your order due to the risk of fraud.
If you typed the wrong email address, remember that you'll get an SMS when your package arrives.
If you would like a new delivery confirmation or order confirmation sent, please contact our customer service at [email protected].
I'm having trouble placing my order - what do I do? add
If you can't be allowed to place your order, it could be due to several things. Have you remembered to fill in all required fields with correct information?
Or have you forgotten to click in the "I have read and accepted the terms" box?
If you pay with Visa or Mastercard, you will be sent a code to your mobile that you will need to verify your purchase. Maybe you missed it?
Can I stop my order? add
Unfortunately, we cannot stop your order once you have sent it. Then apply our return terms and right of withdrawal, which you can read more about here.
Can I change or add products to an existing order? add
Unfortunately, we can't change or add anything to your order or merge two orders.
We want to comply with our delivery times, which is why we handle your order shortly after you create it.
If you forgot to include an item in your order, you must make a new order.
How do I know my order has gone through? add
As soon as we receive your order, we will send you an order confirmation on your email.
You will also get an email from us when your order is packed and sent. In this email, you will get a package number that you can use to track your package at PostNord. You can track your package on PostNord's website.
If you don't receive an order confirmation, it might be due to a typo in your email address. If so, you can always contact our customer service and get help. You can write to us at [email protected].
Can I order an item that is not in stock right now? add
No, you cannot order an item that is not in stock. You can see if the item is in stock on each product page. If the item is in stock, it says "In stock" next to a small green dot.
If you have selected an item that is unfortunately out of stock, we cannot guarantee that the item will be put back away.
Do I get a receipt for my purchase? add
Once you have completed the payment, you will receive an order confirmation for your purchase. You will receive it on your email.
The order confirmation serves as both a receipt and a guarantee certificate. If you have more questions, please contact customer service at [email protected].
Shipping & delivery
How long is the delivery time? add
We usually have a delivery time of 7-10 business days.
The delivery time is calculated from the day you submitted your order.
Can you set my merchandise when I'm not home? add
If you know that you are not at home during the time your package is delivered, you should contact PostNord yourself to arrange for them to put the package at your door.
Babydan.co.uk cannot allow PostNord to place your parcel at your address without your signature, because the responsibility for the goods is yours as soon as they are delivered.
What do I do if I haven't received my order? add
In the vast majority of cases, our packages arrive on time, but unfortunately in some periods there may be delays, for example in the run-up to Christmas.
If you haven't received your order, you can first try tracking your package via PostNord's Track & Trace. You must use the package number that you received in the email from PostNord.
If you're having trouble tracking your package, contact PostNord. Otherwise, you are always more than welcome to contact us on [email protected] or on phone +45 45 86 95 19 72. Then we'll try to help you.
Do you also deliver outside the UK? add
No, we only deliver in the UK.
What do I do if my item is delivered in error? add
It's human to fail. At Babydan.co.uk, it is people who pack your order and therefore, unfortunately, errors can sometimes occur. Of course, we are very sorry.
If you receive the wrong item, contact customer service on [email protected] or call + 45 86 95 19 72. Then, of course, we will ship the right product as soon as possible.
You must return the wrong item with the return label that you received along with the order confirmation.
How much is the freight? add
We offer the following delivery options:
- Home delivery to private address £9.99
- For purchases over £79: Free shipping
We always ship your shipment as a private package. This provides insurance for the shipment and allows you to track the package.
At checkout, you can see which delivery method we use to deliver your package.
Does COVID-19 affect the delivery of my order? add
During the Corona crisis, many companies and consumers experience that there is extra pressure on online webshops.
The same goes for us in Babydan.co.uk, but we are working hard to deliver your package on time.
We also have a wide range of guidelines on how our employees work, so we reduce the risk of infection as much as possible.
Safety is our heart issue, and it also applies when it comes to the health of our employees and yours.
Where's my package? add
When your package is shipped from our warehouse, you will receive a delivery confirmation.
The delivery confirmation includes your package number so you can track and follow the package at any time. You can track your package on PostNord's website.
Payment
Which payment cards can I use on Babydan.co.uk? add
At Babydan.co.uk we receive:
- Mastercard & Visa
- Eurocard
- Visa Electron
There is no charge for payment with the above card on BabyDan.co.uk.