At Slumber Roo customer satisfaction is our priority and to ensure a peace of mind transaction, all credit card payments are processed using Secure Trading or alternatively, customers have the option to use PayPal. For these reasons, Slumber Roo do not retain customers personal credit details.
Where do you deliver?
United Kingdom: England, Scotland, Northern Ireland, Channel Islands, Isle of Man & British Forces Post office.
Europe / International:* Austria, Belguim, Canary Islands, Corsica, Denmark, Finland, France, Germany, Italy, Liechtenstein, Luxembourg, Madeira, Monaco, Netherlands, Norway, Portugal, Republic of Ireland, Slovak Republic, Spain, Sweden and Switzerland.
*Please note: Slumber-Roo are prohibited from shipping Beco products to countries with their own local Beco distributors/retailers. Please refer to the retailers page at www.becobabycarrier.co.uk for a full list of international Beco retailers.
How much does delivery cost?
Slumber Roo offer FREE Standard Delivery (RM 48-Hour Tracked) to all UK mainland addresses. Alternative delivery options are also available with costs detailed in the table below.
In-stock items are dispatched within 24 hours of receiving your order (excluding weekends and bank holidays) and most delivered within 2-3 days, longer for European/International deliveries. In the event that an item is temporarily out of stock, we will notify you of the delay and offer the option of either a refund or dispatch when stock arrives.
If you have any questions, please to not hesitate to call 01803 782959
|STANDARD UK FREE DELIVERY (no charge)||Royal Mail 48-Hour Tracked; delivery anticipated within 2-3 days NB: heavier/multiple item deliveries are sent using UPS courier.|
|STANDARD UK HIRE* (no charge)||Royal Mail 48-Hour Tracked; delivery anticipated within 2-3 days, NB: heavier/multiple item deliveries are sent using UPS courier.|
|UK EXPRESS DELIVERY Monday-Friday £8.50 per order||Royal Mail Special Delivery; orders received before 12 noon Monday-Friday, guarantee delivery the following day, not including weekends. Orders received Friday, Saturday & Sunday will arrive Monday or Tuesday. NB: heavier/multiple items are sent using UPS courier|
|EU DELIVERY (under 600g) £6.50 per order||Royal Mail Airmail; delivery anticipated within 7-14 days, often arriving within 5 days.|
|EU DELIVERY (under 1.2kg) £8.50 per order||Royal Mail Airsure; delivery anticipated within 5-10 days.|
|INTERNATIONAL (under 600g) £8.50 per order||Royal Mail Airmail; delivery anticipated within 2-4 weeks, often arriving within 2 weeks.|
|INTERNATIONAL (under 1.2kg) £15.00 per order||Royal Mail Airsure; delivery anticipated within 7-14 days.|
* Hire Shop deliveries are only made within the UK.
We are often asked if we can have an area on our site for customers to type their delivery instructions into (i.e. leave at back, or leave next door). At the moment we are not offering this functionality for security reasons. When we did offer the service a number of customers never received their goods. We are constantly reviewing our customer requests.
How quickly will you dispatch?
Almost all carriers and accessories are held in-stock at Slumber-Roo and dispatched within 24 hours, Monday to Friday, with weekend orders dispatching on a Monday (or Tuesday after a bank holiday).
Selected items are available for pre-order and dispatch/delivery times for these products are clearly displayed on the individual product pages above the order box (further details below).
What if I’m not in when you attempt delivery?
Don’t worry - the lovely gents (& ladies) at Royal Mail or DHL will leave a card saying they’ve called but no-one was at home. There should be a phone number for you to ring and arrange a more convenient delivery day/time.
If you’re delivery has not arrived within the indicated timescales (shown on the delivery table above), then please don’t hesitate to telephone the customer service team on 01803 782959 or use our contact tab.
A word about pre-orders?
UK Pre-Orders normally arrive within the stated timescales shown on the products page, although International Pre-Orders can on occasions experience short delays dependent on their journey through UK custom control (items such as Sakura Bloom Artisan range or similar).
If you would like to talk to a member of the Slumber-Roo team before placing your order, please do not hesitate to telephone 01803 782959 or use our contact tab.
What is your return policy?
We have a no quibble return policy, which does exactly what the label says. If you want to return/exchange an item, then just notify us within 14-days of receipt (by phone or e-mail) and you then have up to 30-days to return the item/s. However, this does not apply to products which are made to order or personalised - these cannot be returned unless faulty.
All items returned must be suitable for resale - unused/unwashed with tags intact and the product presented in the original box with manual intact and undamaged. Unless faulty, you will be responsible for the cost of return postage . A £2.50 administration fee** will also be deducted to cover original dispatch costs & re-stocking if you inform us of your intention to return after 14-days. This fee is waivered if an item is returned for exchange (only applicable for UK returns/re-dispatches) and UK exchanges are also free of re-dispatch postage costs, standard delivery. European re-dispatches will be charged at cost and therefore, we ask our customers to include their contact telephone details with each return.
Hire Carriers are expected to be returned as used but otherwise, in the same condition they were received (i.e.excellent condition, no defects/damages) and then the full returnable deposit will be refunded with just the Hire Charge payable – see hire terms for further details.
PLEASE NOTE:** if a returned item is not presented as received or the product box (or manual) is damaged, an additional £2.50 will be charged to cover a new box and manual, in addition to staff time to prepare and repack - £5.00 administration fee in total. Please take care when preparing your order for return. Many thanks.
Upon receipt of the returned item we will issue a full refund for the cost of the item, less administration fee,* to the credit/debit card or PayPal account used for the original purchase transaction.
We politely recommend you obtain proof of posting for all returns/exchanges; further details below in 'Instructions for Return or Exchange'.
NB: We cannot refund or credit worn/washed goods unless faulty. Please be certain of your choice before washing or using.
What about Faulty or Damaged items?
We apologise if your order has arrived in an unsatisfactory condition.
If an item is found to be faulty or damaged when received you must advise our customer service team immediately. You will then be advised to return the item and upon receipt and inspection we will send a replacement or refund as appropriate. Your return postage cost in this instance would be reimbursed.
USED PRODUCTS UNDER 1-YEAR WARRANTY
All carriers sold by Slumber-Roo are also covered by a 1-year warranty against defect in materials or workmanship. We stand behind the products we selll and will either repair your carrier, provide a replacement if your fabric/colour is still available or offer an alternative print or credit voucher.
Proof of purchase will be necessary on all occasions.
Our returns policy does not affect your statutory rights.
How quickly will I receive my refund?
Refunds are processed within 5 working days of the goods being received by Slumber-Roo. You should receive an automatic bank/PayPal notification when your refund has been actioned. If this is not received within 7-10 days of your return, please contact us by telephone or e-mail.
Instructions for Return or Exchange (inc. Hire Carriers)
To return an item, turn the delivery bag inside out (or use an alternative waterproof dispatch bag), place your item inside with your purchase details*, tape firmly shut and apply a return label.
(*)Your purchase details should include:
- your name, address & telephone number
- date of purchase & order number
- reason for return/exchange
If returning an item for exchange, also include:
- your replacement colour, print or product details
Return postage is the responsibility of the customer, although you will be reimbursed if an item is found to be faulty. When returning items you are strongly recommended to obtain proof of postage and use a ‘signed for’ service as Slumber-Roo cannot be responsible for parcels lost in transit.
PLEASE NOTE: when exchanging an item, we will refund the price difference between your item and a lower cost one or request extra payment to match the price of a more expensive item. If the alternative product choice is of a higher value, we will refund the full price of the returned product and invite you to re-order your new item choice which then results in a receipt for the correct product.
Where should I send my returns?
C/o. The Select Group Limited
Loribon House, Aspen Way
Yalberton Industrial Estate
Our returns policy does not affect your statutory rights as a consumer.
Right to Cancel
Under the Distance Selling Regulations 2000, you have a cooling off period during which you are entitled to cancel your purchase if, for any reason, you decide you no longer want the goods you have purchased at a distance, i.e. via Internet or telephone.
This is an additional right and does not affect your statutory right to reject faulty goods. This does not however, apply to products which are made to order or personalised - these cannot be returned unless faulty.
Please notify us of your intention to return the goods within the 7-day cooling off period by e-mail: email@example.com or alternatively, in writing to:
C/o. The Select Group Limited
Loribon House, Aspen Way
Yalberton Industrial Estate
If you cancel the contract but do not return the goods to us in the condition they were in when delivered to you or do not pay the costs of delivery, we shall be entitled to deduct the direct costs of recovering the goods from the amount to be re-credited to you.