Q: How long will it take for my order to be dispatched and delivered?
A: We aim to dispatch all orders within 2-3 working days and you can expect to receive your order within 6 working days. Please allow up to 7 days for delivery of items in our Fabulous Footwear and Children's Playhouse range, which are shipped directly by our suppliers. All delivery timescales are estimates and are not a guarantee, however If you do require your order in a hurry please contact us, we will always do our best to accomodate your needs.
Q: How much do you charge for delivery?
A: Delivery is £2.95 on all orders within the UK Mainland, excluding Gift Vouchers. No delivery is chargeable on Gift Certificates as they are delivered via email. Orders over £30 qualify for free UK delivery.
Q: How can I pay/what payment methods do you take?
A: We accept Visa and Mastercard (via our payment processor Sage Pay). We also accept PayPal.
Q: Do you ship overseas?
A: We can ship overseas on a case by case basis. Please contact us with your order details and we can then give you a customised quotation on the shipping cost. Please email firstname.lastname@example.org
. We will then obtain the best possible delivery option for you and then process and forward an invoice to you directly for all overseas orders. Payment can be made using PayPal, Visa or Mastercard for this and is 100% safe using PayPal's security payment gateway.
Q: Is your site secure, how do I know my information is safe?
A: Our website is extremely safe to use and we respect and protect your privacy at all times. Customers are able to pay using Paypal, or by Visa and Mastercard. Our credit card payments are processed by Sage Pay. All transaction information passed between Mera Baby and Sage Pay’s systems are encrypted using 128-bit SSL certificates. No cardholder information is ever sent unencrypted. We do not store any credit card or other financial information on our web server and as a consequence require a re-entry of credit card number for each purchase.
Q: Why can’t I log in to my account?
A: Perhaps you registered some time ago and have forgotten either your password or the email address that you originally registered with. Passwords are case sensitive so make sure you are entering yours in the correct case. If you have forgotten your password, you can click the "Forgot Your Password?" link and a reminder will be sent to your email address. If this still doesn’t solve the problem, please email us at email@example.com
and we’ll be happy to look into this for you.
Q: Why can’t I click back?
Once you have selected a payment method (card or Paypal) and clicked ‘Checkout’ your order is temporarily taken over and transferred through to our payment processing provider Sage Pay. For security reasons, as you are perceived to be in the middle of a financial transaction you will not be able to click back. If you need to go back and select an alternative payment method simply:
- Click the ‘cancel’ button on the Sage Pay screen
- Press the ‘Try again’ button or Log back in to your Mera Baby account profile and click ‘Order history’
- Select ‘Complete payment’. You will then be able to re-select your preferred payment method.
Q: How do I use a promotion code?
A: Simply click on you "Cart" (in the top right corner of the screen). You will see you order summary, below it, you will see a box marked ‘Enter Code’. You may enter your Promotion code into this box, and then press the green refresh button at the bottom of the page. The button is also marked ‘Click here to refresh and update your basket (i.e. if quantities have changed or coupon entered)’
Q: Why isn’t my promotion code working when I click "apply"?
A: Certain offers stipulate that you must spend over a certain amount to qualify for a discount, for example it may be that you need to spend over £20 to receive 10% off. It may also be that the promotion code has expired and is no longer valid. If you do feel that you have a valid promotion code that isn’t applying, please email us at firstname.lastname@example.org
and we will investigate this for you.
Q: Can I track my order online?
A: Yes. Simply log in to your account profile and click on "Order History". From there you will be able to view any orders you have placed and also check its processing status.
Q: What happens if my order hasn’t arrived within the time you allow?
A: If you haven’t received your order within our advised time limit of 6 working days, please email email@example.com
We will investigate your query and respond within 24 hours. Please note we will not investigate orders before the 6 working day minimum has been reached.
Q: Do you have an express delivery service?
A: Currently all our orders are shipped using Royal Mail 1st Class delivery. If you are interested in an upgraded service this can be arranged for you at a separate cost and arrangement - please get in touch with your specific requirements.
Q: How do I return an item for refund or exchange?
A: We are sure you will be happy with your purchases, but if you wish to return or exchange an item, we are happy to assist you. Email firstname.lastname@example.org
stating your order reference number. We will then email you a copy of the Refunds & Exchange form which you can print, complete and send back to us along with the goods you wish to return.
Q: How long have I got to return an item?
A: You can return goods for a full refund within 10 working days of receiving them. You may exchange goods within 30 days.
All items must be returned unused, in their original condition, with the original packaging intact and in suitable condition for resale.
Q: Do I have to pay the postage cost to return items?
A: Yes unless the items are faulty or broken in which case we will refund the cost of return along, with refunding the cost of the goods.
You must obtain Proof of Postage when returning items. Refunds will not be issued for goods which go missing.
Q: How long does it take for a return to be processed and a refund applied back to my card?
A: Your return will be processed immediately, but please allow up to 14 days for the credit to appear.
Q: How long do personalised items take to receive?
A: We aim to process all personalised oders within the same agreed timescale of 2-3 working days.
Q: Can I return a personalised item?
A: Unfortunately, personalised items cannot be returned unless they are faulty.
Q: When will my baby sleep through at night?
A: We don’t know, please tell us! Any tips will be gratefully received!