Delivery Updates

Update 07.09.21
Please note that some areas may be experiencing a Royal Mail delivery delay. If you require your order urgently or for a close deadline, we recommend you choose the Courier Upgrade or Priority Delivery option. 

Update 14.01.21
Ireland shipping is now available and tax has been removed for Ireland. Please note that you may be liable for custom charges on receipt.
We are working on adding more European countries. Please bear with us.

Please remember to check all products upon receipt so that any issues may be dealt with swiftly. 

• Please note that our couriers are practicing social distancing during processing and deliveries. They will not collect signatures from customers whilst doing so and may photograph the parcel as proof of delivery instead.
• There may be some missed scans and delays during transit, but this doesn't mean your order has been lost.
• We cannot retrieve additional updates on individual orders at this time other than what is included on the tracking.
• Some delays are to be expected for UK and international shipments at any time, and we do apologise for any inconvenience these may cause. 
• Your patience is hugely appreciated during these times.

IMPORTANT: See here for the latest updates on our COVID-19 statement: https://yesbebe.co.uk/39-content/covid-19/

Delivery and Returns

UK Postage Information

We aim to process all orders within 48 hours, excluding Bank Holidays and weekends. During busy times it may take a while longer.

We set ourselves this high standard and aim to achieve this wherever possible. When not possible, we will endeavour to provide that information prior to ordering, including advertising up-to-date information at the top of this webpage. 

* Standard delivery times are an approximation and should not be relied upon if a parcel is urgent or required for a specific date. Please use an upgraded service if this is the case. Parcels will not be considered as lost until 15 working days have passed. Large orders may be shipped with another service. 
** Excludes gift voucher purchases.
*** Applies to orders placed Monday-Friday before 12.00pm BST. Orders placed after this time may not be dispatched until the next working day. Pre-orders and Mystery Boxes cannot be expedited. 
✝ A similar service may be used where appropriate. 

Please note: Areas that most couriers (such as DPD) exclude from 'UK Mainland' are the Scottish Highlands and Islands, including postcodes starting with EI, IV, HS and ZE, and some AB, FK, GY, IM, KA, KW, PA, PH, and TR postcodes. If Courier Upgrade or Priority Delivery is chosen for these postcodes, your order will be shipped via Royal Mail Tracked 24. Delivery to these address may take around 2 working days, but please note that Royal Mail Tracked 24 is not a guaranteed next day service. 

Please note: At times, out dispatch emails may not be automated, but you can check the status of your order at any time by logging into your account and going to 'My Orders'.
Any dispatch email you receive may not reflect exactly what is included in your order, especially if: changes have been made to the items included, it has been combined with another order or many items are included on the order. These are automatically generated based on the original invoice and aren't manually compiled by the warehouse team.

Please only choose the collect in person option if you can collect your order from our warehouse address. 

BFPO addresses: We cannot confirm a specific delivery timescale, as delivery to BFPO addresses are determined by the forwarding carriers, location of BFPO address and restrictions that maybe imposed by the MOD. We are unable to accept any liability for parcels after they have been delivered to the BFPO address in the UK. Your tracking will only update as far as your BFPO office. Once your parcel has been delivered to the BFPO office, you'll need to contact the BFPO for any further delivery updates.

Damages

We ask for people to please kindly inspect their goods within 6 days of receipt. This is because items may be sealed and not possibly inspectable by ourselves, or damage may not be obvious from the outer packaging. This does not affect your statutory rights, but allows us time to deal with it, and the couriers.

Worldwide Postage Details

Please note calculations may not be accurate at checkout and we will contact you to let you know if there is an extra charge. Any refunds will be issued within 14 working days.

CHANNEL ISLANDS CUSTOMERS: In order to take advantage of VAT free shopping, you will need to select your island and not the United Kingdom as your country. We cannot refund VAT if you select the UK. Additional charges from £10 will apply to larger parcels. 

• Currently if you wish to make an order to ship outside the United Kingdom, rates vary according to order (please see below) and some items (including larger, heavier items, Grimm's and Grapat) are exempt from overseas delivery.
• If your delivery address is not within the United Kingdom, you may be subject to import duties and taxes, which are levied once a shipment reaches your country. Any such additional charges for customs clearance must be borne by you. You should note that customs policies vary widely from country to country; Yes Bébé advises each customer to contact their local customs office for further information.
• It is the customer's responsibility to follow up delivery information with their local partner courier or delivery service after it is handed over after Yes Bébé dispatches overseas orders. 
• Please do not hesitate to contact us if you need further information, either by emailing customer@yesbebe.co.uk or using the contact us form. We do have flat rates to enable people to put orders through, but we will contact if there is additional to pay, or refund if you have overpaid. Please allow a little extra time for the processing of overseas orders. 
• Please note that during busy times, including the festive season, international orders may be shipped in weekly batches. 
• Some delivery services may not provide in-transit tracking updates and tracking may not update until a delivery has been attempted. 

IMPORTANT INTERNATIONAL SHIPPING COST INFORMATION
Please note, all international packages weighing over 1kg must have their shipping cost manually calculated by their volumetric weight, so the final packaged size will be an important factor and not just the weight. This is likely to be significantly higher than that quoted at the checkout.
Please contact customer services if you require more information before completing your order.
Unfortunately, once the shipping has been calculated after packing, measuring and weighing, we cannot make changes to the order and if the shipping cost quoted by customer services is not appropriate, we will refund your order. We're sorry for any inconvenience caused.
We aim to be able to be in a position to offer more flexibility in the near future

Channel Islands: Additional charges from £10 will apply to larger parcels. 

Ireland: We offer a flat rate of £15 but please note, larger parcels may vary. 

EU countries: Rates between £10 and £12 for small parcels. Larger parcels vary.

Europe non-EU: Rates vary.

USA: The rate is set to start at £15 for parcels under 1kg (within reasonable dimensions), and under 2kg the rate is from £25. After that it depends on the size, shape and volumetric weight of the parcel as noted above. Please note calculations may not be accurate at checkout and we will contact you to let you know if there is an extra charge. Any refunds will be issued within 14 working days.

Australia and SE Asia: The rate is set to start at £15.00 for parcels under 1kg (within reasonable dimensions). After that it depends on the size, shape and volumetric weight of the parcel as noted above. Please note calculations may not be accurate at checkout and we will contact you to let you know if there is an extra charge. Any refunds will be issued within 14 working days.

Elsewhere: Please contact. 

Packaging

We are very conscious of our footprint on the planet. We use a local company for packaging products, we only purchase recycled, recyclable, or FSC certified products. Typically we pack in brown paper.

We also reuse packaging that comes into the warehouse. This may include recyclable plastic packaging. 

We aim to use as little packaging as possible, but we strongly believe that too little can be counter-productive, as it leads to breakages and damage which is more wasteful. So please understand we have experience with the products we sell and we know which are susceptible to courier damage! We never use excess packaging. Please also be mindful to thoroughly check through your packaging if you've ordered something quite small and light before disposing of it. 

Returns

Please additionally see the terms and conditions for the complete terms and exclusions.

If your order arrives and it is not what you expected then you can send it back in its original, unused condition with original product packaging/labels intact for full refund. Please do contact us within 14 days of receipt with your intent to return at customer@yesbebe.co.uk before making your return to arrive within 14 days of contacting us with your intent to return. The cost of returns is your responsibility unless the item is damaged, faulty or received in error (see below).

If returns and notifications of intent to return are made out of the return period, we reserve the right to refuse the return of your products and will arrange for them to be returned to you at your expense if applicable. 

Take care and package your return appropriately as we will not be liable for damage to the product or its packaging during transit. We urge you to obtain and keep hold of your proof of postage. Please include your name and order reference in your parcel to allow us to process to process your return. 

Please note, returns are processed by our warehouse team on a weekly basis. Please allow up to 14 working days for your return to be processed and refund to be actioned.

If you have access to a printer and wish to purchase a Royal Mail Tracked return label from ourselves, please email customer@yesbebe.co.uk to arrange. Please be mindful of the return period as requesting a label will not extend this. The parcel MUST NOT exceed 61 x 46 x 46cm and weigh no more than 15kg. Additional charges will occur if you use a label and send a parcel larger than this. 
Tracked 48  £3.00
Tracked 24  £6.00

Return to Sender
Orders returned to sender due to parcel refusal, non-collection or failure to arrange a re-delivery will be considered a return and subjected to return postage charges. 

Damaged Goods or Incorrect Deliveries 
If you receive an item that is wrong or faulty upon delivery, please contact customer@yesbebe.co.uk within 7 days of delivery of your order with the following information:
- A description of the defect/shortages/incorrect item.
- Photographs of the packaging/defect/received items and paper invoice included in your order.
- The 9 letter order reference.

Likewise, if a product develops a fault within the warranty period, this is to be notified to us by email, stating the nature of the defect and how it occurred, with photographs of this and quoting the 9 letter order reference. Failure to provide the relevant information will deem you have accepted the goods. 

When an exchange or return of an incorrect/faulty item is required, if you have access to a printer, we can offer you a free Royal Mail Tracked 48 return label. If you do not have access to a printer then please discuss your return options with customer services. We politely request that this return is made within 30 days and after we receive it, we can arrange the dispatch of the replacement/correct item as soon as possible or we will make a note for it to be refunded within 7 working days.

Please take care and package this return appropriately as we will not be liable for any additional damage to the product or its packaging during transit. We urge you to obtain and keep hold of your proof of postage. 

We endeavour to look after our customers as a priority.

Return Exceptions

There are some exceptions to our refunds policy for certain items. Please note this is a non-exhaustive list and that these conditions do not affect your non-excludable statutory rights.
For reasons of health, hygiene safety and copyright, we are unable to exchange or refund the following products once worn/used or once the packaging has been opened or damaged unless the items are of unsatisfactory quality:

• Face covers (Unfortunately we are unable to accept the return of any face covers), Hats, Hair accessories, Quilts, blankets, duvets, pillows and bed sheets/covers, Confectionery, Underwear, Hosiery, Swimwear (unless the hygiene strips and tags are still in place), Nappies and sanitary products, Cosmetics or household items.

Promotional Items and Bundles
All included products must be returned together unless agreed upon with Yes Bébé. If a product included in the promotion and/or bundle has been used (for example a used promotional promo code), or the promotion and/or bundle includes a non-refundable item, the full retail value of the service and/or non-refundable item will be deducted from the refund amount. When a bundle is purchased and only part of the bundle is returned, the bundle discount is void, and the total bundle discount will be deducted from the refund.

Personalised Mystery Boxes
Please be aware that if you are signing up for a tailor-made mystery box then we are unable to refund you for the box or part of a box if you simply do not like the items. A refund or exchange will be offered for any faulty goods and we will refund if we have gone expressly against your wishes, so please be careful in what you ask for. This is fully compliant with the Consumer Contracts Regulations.

Any queries, please contact customer@yesbebe.co.uk