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Delivery & Returns

Delivery Charges

** PLEASE NOTE **

We have currently suspended deliveries to the following areas until further notice:

  • Northern Ireland
  • Republic of Ireland
  • Channel Islands

 

UK Mainland (24hrs for orders placed before 11:00am)

  • FREE Delivery on all orders over £50
  • If order is Under £50, a delivery charge of £5.95 will be applied

 

Scottish Highlands and Islands (2-3 Days – some islands may take longer)

  • Up to £50 – £9.95. Over £50 – £19.95 Delivery Charge
  • Postcodes applicable: AB30-56, FK17-21, G83, IV all, KW all, PA20 – 80, PH all, HS all, KA all, KW all, ZE all

 

Northern Ireland (2-3 Days) **

  • Up to £50 – £9.95. Over £50 – £19.95 Delivery Charge
  • Postcodes applicable: All ‘BT’ postcodes

 

Republic of Ireland (3-5 Days) **

  • £24.95 Delivery Charge regardless of order value

 

Scilly Islands (3-5 Days)

  • Up to £50 – £9.95. Over £50 – £19.95 Delivery Charge
  • Postcodes applicable: TR21, TR22, TR23, TR24, TR25

 

Channel Islands (3-5 Days) **

  • Up to £50 – £9.95. Over £50 – £19.95 Delivery Charge
  • Postcodes applicable: GY, JE

 

Isle of Man (3-5 Days)

  • Up to £50 – £9.95. Over £50 – £19.95 Delivery Charge
  • Postcodes applicable: All ‘IM’ postcodes
  • We reserve the right to cancel furniture order due to shipping logistics

 

Isle of White (2-3 Days)

  • Up to £50 – £9.95. Over £50 – £19.95 Delivery Charge
  • Postcodes applicable: PO30-41

 

ALL DELIVERIES ARE FULLY INSURED

We do not deliver to BFPO addresses. We do not deliver Internationally.

 

 

My Item Is Faulty/Damaged

Should you have any issues with your item(s) please report these either via the website or to our customer service team on customerservices@thepramplace.com

Please include either an image or short video of this issue clearly showing the fault or damage along with confirmation of your order number, full name and delivery address.

Many of our suppliers will also need either a batch number or item number so please check for these and include this when you send this through.

Once we have received all this information and a short description of the problem you are having, we will pass this onto our suppliers and raise this under your warranty. They will then advise us on the outcome/solution to the issues you are having.

 

 

Unwanted Goods, If You Change Your Mind

Everything we sell online is covered under Distance Selling Regulations by a 14-day cooling off period. Just notify us that you wish to return the item(s) within 14 days from the date of receipt. The items must be returned in an unused condition, along with the invoice or order number which can be found on your order acknowledgement or delivery packaging and we’ll give you a refund or exchange.

If at the inspection centre the product is found to be used, the product may be returned back to you, and charges will apply.

For Personal Care Products, Bedding and Toiletries we are unable to offer refunds or exchanges once the product has been washed or used. Packs will only be accepted back if they are complete. This does not affect your statutory rights.

Made to order items can only be returned if found to be faulty.

Furniture can be returned only if the furniture has not been put together and is still packaged correctly in its original packaging.

If you wish to return an item please email customerservices@thepramplace.com quoting your order number or call Customer Services on 01924 485552, Monday – Thursday 10am to 4:30pm & Friday 10am to 1pm.

You can choose to either organise your own return, at your own cost and risk, or request a collection by calling the above phone line, Collection charges will apply.

Our collection service charges will be applied if delivery is refused and you have failed to notify us of your wish to cancel or return your order unless the product (not the packaging) is faulty/damaged (following verification at the service centre).

PLEASE NOTE: Customers that request cancellation of an order prior to receiving their goods, may be charged return costs if the goods have left our/supplier warehouse. Please Note the cancellation request must be acknowledged by our team, and this can take up to 48 working hours by email. E.g. If a cancellation request is made on Sunday, this may not be acknowledged until Monday afternoon/Tuesday, and goods may have left our warehouse (In this case, it would be best to phone our customer services team, early in the morning)

Shipping costs on return orders are non-refundable. Example – If an order is placed under £50 a shipping cost of £5.95 will have been applied. This is a non-refundable amount.

 

 

Faulty Items

Many times the quickest and most convenient way to resolve a problem is to send spares, this is usually the first option we will revert to. We may request for evidence of the damage, via photography, or any other appropriate means.

The fault handling procedure starts with identifying how the fault has occurred. Was it damage on arrival, or has the fault developed. There are generally 2 conclusions to all faults, either the fault is

1. Manufacturing defect/Fault
2. Wear & Tear

Many times the above can only be identified, with an inspection from the manufacturer. If the result comes back as wear & tear then unfortunately return & repair charges will be applicable. If it is identified as a manufacturing defect, no costs will be borne by the customer.

We would always require that the customer gives us a reasonable opportunity to rectify the problem. The steps to a solution would be as follows

1. Offer spare parts
2. Repair or Replace
3. Refund – Usage (This would be the Proposed Lifespan of the Product – The timespan for which the customer has had the product from the point of purchase)

If a product is partly accepted, and a full refund needs to be issued, the company would refund less any amount which is seen as reasonable for the diminished value of any items which were accepted but then returned.

 

 

Manufacturing Faults

Within 28 Days

If you wish to return your item(s) within 28 days from the date of receipt, we’ll give you a replacement or a refund, following verification at the service centre.

If your item is lightweight you may be asked to return the item by post. If this is the case, we will send you a pre-paid label for your parcel.

This does not affect your statutory rights.

 

28 Days – 6 Months

If you’ve had the product for up to 6 months following the date of receipt, we’ll repair the product or, if that’s not possible, give you a replacement or, if that’s not possible, a refund less usage.

If your item is lightweight you may be asked to return the item by post. If this is the case, we will send you a pre-paid label for your parcel.

This does not affect your statutory rights.

 

6 Months Plus

If you have had the product for more than 6 months following the date of receipt, we can obtain a quote from the manufacturer for repair.

The manufacturer’s warranty with each product varies. If the warranty is above 6 months, then as a retailer of the product we will support you, and the ‘28 days-6 months’ policy will apply.

 

 

Incorrect Item Sent

We send thousands of items to satisfied customers every week. However, due to human or technical failure, we do, on occasion, send an incorrect item. In the unlikely event of this happening we will undertake the following:

If your item is bulky we will arrange for the incorrect item to be collected and the correct item sent to you via courier.

If your item is lightweight you may be asked to return the incorrect item by post. If this is the case, we will send you a pre-paid label for your parcel.

 

 

Refund Procedure

We will initiate the refund, replacement or exchange process once we have been notified of your request. If we have arranged the collection on your behalf, we will issue a refund less the applicable collection charges back to your card account.

Any payments made by PayPal will be refunded via PayPal.

Any refunds due to the customer will be processed within 30 days by The Pram Place, as per Distance Selling Regulations.

To discuss the return of any item, please send an email to customerservices@thepramplace.com quoting your order number or call Customer Services on 01924 48552, Monday – Thursday 10am to 4:30pm & Friday 10am to 1pm.

 

 

How Long Is My Guarantee For?

Generally all products will be covered under a 6 months warranty, however this will be dependent on which products you purchase. Some products may have a 12 months, 2 years or 4 year manufacturer’s warranty. Please see our product pages for full details.

 

 

What Is Our Complaints Procedure?

We hope you’re pleased with any purchase you’ve made from us, and that you’ll never need to complain – but if something goes wrong we want to hear from you, so we can contact the relevant teams to put the matter right.

 

 

Contact Us

If you have a concern please email customerservices@thepramplace.com or call and speak to our Customer Service team as soon as you can on 01924 485552.

 

 

Alternative Complaints Process

After following our internal complaints process above, if you still feel we haven’t resolved your complaint then you can access the Online Dispute Resolution (ODR) platform managed by the European Commission.