Returns & Refunds

We offer a 60-day returns window, giving you extra time and flexibility to decide at home.

You can use our returns portal to process:

• New and unused unwanted items
• Products damaged on arrival
• Products that develop a fault within 30 days of receipt

We make returns easy with multiple options: DPD Drop Shop, Royal Mail, InPost locker, or home collection. Return charges start from £3.50 —see below for details.

If you’re returning multiple boxes (for example, a pushchair and a car seat), please create a separate return for each parcel, as each return generates one label.

For larger multi-box returns, our Customer Care team can arrange a collection for you — this can often be more cost-effective and a little easier to manage.

Refunds

Once your return has arrived back with us and been checked, refunds are processed within 5–7 working days to your original payment method. This includes sale items and pro-rata bundle amounts.

For more information about your statutory cancellation and consumer rights, please refer to our full Terms & Conditions.

Condition of Returns

We completely understand that you’ll need to open and inspect your items at home.

To receive a full refund, products should be returned in their original packaging and in a new, resalable condition — just as you would hope to receive them.

If an item is returned showing signs of use, damage, missing parts or packaging, or requires significant re-packing, it can no longer be sold as new and will need to be listed within our Outlet
collection. In such cases, we reserve the right to deduct the difference in retail value from your refund.

See further information below on how this is assessed.

Non-Returnable Items

For hygiene and safety reasons, certain opened items can’t be returned. Please see our Non-Returnable Products section below for full details.

Damaged, Faulty or Incorrect Orders

If your order arrives damaged, faulty, missing parts or incorrect, please let us know as soon as possible - ideally within 7 days - and keep all original packaging. This helps us resolve things quickly, particularly where courier claims may be required. Our Customer Care team will always guide you through the best solution.

For full details of your rights in relation to faulty or misdescribed goods, please refer to our Terms & Conditions.

Our online returns portal lets you choose your preferred method, generate a label or QR code instantly, and track your return.

The return charge is deducted from your final refund.

Instant Returns with InPost Lockers – £3.50

• No printing needed
• No queues
• Available 24/7
• Self-service and contact-free

How it works:

1. Select Instant Returns in the portal to generate a QR code.
2. Scan your QR code at your local locker.
3. Place your parcel inside and close the door — done!
4. Maximum parcel size: 41cm x 38cm x 64cm.
5. All items from the same order should be returned together.
   

Returning with Royal Mail – £3.50

• Maximum parcel size: 61cm x 46cm x 46cm (up to 5kg)
• Print-at-home label sent instantly
• Drop off at any Post Office
• Fully tracked service with proof of postage
  

Returning with DPD Pickup Shop – £3.50

• Maximum parcel size: combined sides no more than 120cm (up to 20kg)
• Print-at-home label sent instantly
• Drop off at any DPD Pickup Shop
• Fully tracked with text/email updates

Returning with DPD Collect – £15.00

• For larger items only
• Collected from your chosen UK address between 9am–5pm (next working day)
  [Start your return here → online returns portal]

*Please Note*
If you’re sending back more than one box, please create a separate return for each box. Each return gives one label only. For example, if you’re returning a pushchair and a car seat, you’ll need two separate returns .If you have a large order to return, which would consist of multiple boxes, it may be more cost-effective to call our customer services team so that they can arrange a collection for you.

If you purchased your item in store, you can return it to our Bagshot store, where the team will be happy to help. Unfortunately, items purchased online can’t be returned in store — please use our Returns Portal instead.

Please note: Faulty items must be processed through our Warranty Portal and cannot be accepted at the store.

Store Details
Natural Baby Shower
Windlebrook House
55 Guildford Road
Bagshot, GU19 5NG

Opening Hours

• Mon–Saturday: 9:00am–5:30pm
• Sunday & Bank Holidays: 11:00am–4:00pm

We always aim to be fair and consistent.

If a returned item can’t be resold as new, we’ll assess its condition. In some cases, it may need to be sold through our Outlet collection at a reduced price.

We use the following grading:

Very Good – up to 20% deduction

• Very slight cosmetic wear (e.g. a small mark or light handling)
• Fully functional and completely safe to use

Good – up to 30% deduction

• Minor but visible cosmetic wear
• Fully functional and completely safe to use

If your item falls into one of these categories, we may deduct the equivalent percentage from your refund to reflect the reduced resale value.

Any deduction is applied proportionately and is not a penalty — it simply reflects the condition the item was returned in.

As a small independent business, we’re unable to resell used or damaged items at full price, and we appreciate your understanding.

For full details on your statutory rights, please see our Terms & Conditions.

Discounts and promotions

• Refunds are based on the amount you paid, not the item’s full price.
• If returning an item reduces your order below a promotion threshold (e.g. minimum spend), your refund will be adjusted accordingly.

Bundles

• Refunds are calculated proportionally based on the overall bundle discount applied.

Free gifts

• Free gifts must be returned unused if you return your full order (or the qualifying item).

If the gift isn’t returned, its full retail value will be deducted from your refund



If you place an order with a discount that is applicable over a certain order value, then return an item from the order that takes the order below the threshold, this will be reflected in your refund.

For example, if an order is placed for £130 with a discount applied 'Save £10 over £100 spend' and an item worth £40 is returned for refund. The £10 discount would no longer be applicable as order value is now lower. As such when the refund is made it will be for a total of £30 rather than £40.

Occasionally we offer free gifts with purchase. These are considered part of the purchase and must be included, in an unused condition, with any such returns, in order for a full refund or credit to be given. If an item is returned without the free gift, we reserve the right to charge the full RRP for it, which will be automatically deducted from any refund made.

We don’t offer exchanges as our stock moves quickly. However, if you choose to return your item for store credit, you can take advantage of a free return via our easy online returns portal.

Gifts can be returned in exchange for store credit (e-voucher), subject to our standard return policy.

To start a gift return:

1. Follow the return process above and select “Returning Unwanted Gift.”
2. Provide your email address to receive your store credit.
3. You’ll need the order reference number (found on the gift note).

If you don’t have the reference, please contact our Customer Service Team for help.

For health, hygiene and safety reasons, we can’t accept returns for the following once opened or unsealed:

• Breast pumps
• Baby sleep monitors
• Skincare and toiletries
• Mattresses
• Hygiene products
• Dummies & Pacifiers

Furniture: must be returned unassembled and unused. Once built, it can’t be accepted for return.

Audio products (e.g. Tonies Figures): must remain unopened with seals intact. You can preview audio clips on each product page.

If your item was delivered directly from one of our suppliers, please contact our Customer Service Team to arrange collection with the supplier’s chosen courier.

• Items must be unused, with all original packaging intact.
• Built furniture items cannot be returned.
• Return collection charges vary by supplier and item type.
• Images of the product and packaging will be required before collection is approved.

Tutti Bambini (within 30 days)

• <£99 = £10
• £100–£249 = £25
• £250–£349 = £40
• £350–£599 = £50
• £600+ = £80

Obaby (within 30 days)

• £10 per box
• £30 for nursing chair collections

Gaia Baby (within 30 days)

• 1 carton = £75
• 2 cartons = £95
• 3+ cartons = £105
• Smaller items (mattress, guard panels) = £25

The Little Green Sheep / Snuz

• Returns free of charge (within 30 days)

As Preloved items are sold by individual sellers, returns aren’t accepted unless:

• Your item arrives damaged or
• It is significantly not as described

In these cases, you have 2 days from delivery to raise the issue.

Here’s what to do:

1. Message the seller directly via the Preloved platform.
2. Email the Preloved team at hello@continue.com for support.

If your item simply isn’t right for you, no problem — you can easily resell it through your digital wardrobe on the platform.

Our Outlet range includes:

1. New items with damaged packaging
2. Products with small imperfections

All Outlet purchases are eligible for return within 30 days, provided they are in the same condition as received, including original packaging.

For hygiene and safety reasons, certain items cannot be returned if the seal has been broken (e.g. skincare, mattresses, hygiene products, breast pumps).

Any missing or incorrect items must be reported within 7 days of delivery.

To initiate a return, please use our Returns Portal.