Frequently asked questions

If you encounter any payment-related issues, please verify that the information you enter during our secure checkout process is accurate.

The cardholder's name should precisely match the name on the card, as should the billing address and postal code. 

Please be aware that some UK banks employ a two-step authentication process that might result in declined card payments. 

Should you continue to face payment challenges, we invite you to reach out via our Contact Us page.

If you didn’t reach the order confirmation screen, or if you haven’t received an order confirmation email, there is a possibility that your payment was not successful.

A successful order email will reflect the status 'PAID.'

If you’ve received an email indicating that your order status is 'ORDERED,' or if you observe this status in your order history, your order has been unsuccessful.

Should you require assistance with your checkout process, please send an email via the Contact Us page, and we’ll respond as soon as possible.

The security of your information is the highest priority for Thenurserystore.com. We use Stripe & PayPal as our Payment Service Provider. Stripe and PayPal are ultra-secure third parties that use 128-bit software (SSL) to encrypt all the debit and credit card information you input. Thenurserystore.com does not hold, store or even see your credit card details. 

Online4baby ltd The Nursery Store is listed in the Data Protection Registry under Reg. No. Z2892173 

 For full details, please see our Security & Privacy Policy. 

Credit cards: We accept major credit cards such as Visa and MasterCard. 

Debit cards: Debit cards with a Visa or MasterCard logo are generally accepted. 

Virtual wallets: You can use Apple Pay and Google Pay to pay for your purchases. 

Klarna: Klarna is a popular payment platform used for "buy now, pay later" options. 

Clearpay: Clearpay is a payment service that allows you to spread the cost of your purchases, interest-free, over 6 weeks. 

PayPal: If you have a debit or credit card linked to a PayPal account, you can use it to make payments. We also offer ‘Buy now, pay in 3 interest-free’ installments via PayPal credit.

We only accept payments in British Pounds Sterling.

If your order is still being processed pending, we can modify the delivery address. However, for security reasons, this may not always be feasible.

We strongly emphasise the importance of thoroughly reviewing your address details before completing the checkout process. Any errors made during checkout that result in failed or missed deliveries cannot be attributed to us, and we cannot assume liability for such situations. 

If your order has not yet reached the picking stage, you can make changes to it. 

Unfortunately, any orders that have entered the picking phase cannot be modified. In such cases, you’ll need to accept delivery of the order and return it. 

Please note that orders paid via Klarna, Clearpay or PayPal Credit cannot be amended. 

For details on how to do this, please refer to our FAQ section, specifically the question, "Can I return an item if I do not like it?"

Once an order has entered the picking stage, it becomes non-cancellable. However, if your order has not yet reached the picking stage, you can cancel it and receive a full refund. To initiate a cancellation, please contact us via email at hello@thenurserystore.com, ensuring that you include your order number in the email. 

Once your order is successfully cancelled, we will process your refund and credit it back to the original payment method.

Please allow up to 14 business days for the refund to appear in your account. 

If a product is available for pre-order, you will find clear indications of the expected dispatch date on the product listing page.

We make every effort to keep to our pre-order dates, but if factors beyond our control mean they’re likely to change, we’ll contact you with any updates as soon as we become aware of them.

Please note that standard delivery terms and conditions apply to all pre-order items. 

We kindly request that you thoroughly inspect the contents upon receipt. If, after you’ve done this, you’re certain that you have received an incorrect item, contact hello@thenurserystore.com.  

In your email, please include clear images of the incorrect item you received and the barcode from the packaging for our reference. 

What is your returns policy? 

1. To keep our costs low, we do not offer free returns unless you are exchanging. Our return rate can be found here.

2. You have a calendar year (365 days) to return an item for an exchange. Please see the terms and conditions page for full 365-day returns information.  

3. We will email you once your refund has been raised. Refunds can take up to 14 working days to be processed and appear in your account.  

4. All items must be brand new, unused and in the original packaging. If you have thrown away the box and inner packaging, we cannot accept a return on the product.  

Due to hygiene regulations, once the seal has been broken, we are unable to offer refunds or credits on the following items: 

• Skincare  
• Mattresses  
• Hygiene products  
• Breast pump 

If you need further support with any return, please get in touch with us via hello@thenurserystore.com 

If you wish to return an unwanted item: 

• The item(s) must be new, unused and still have the original packaging (including the interior packaging) 
• You have 14 days to notify us that you would like to make a return from the day after receipt of the item(s) with a further 14 days to make the return to us for a refund.

Thenurserystore.com covers all products with the 14-day right-to-cancel policy. If the goods are faulty then the standard statutory rights apply.

To arrange a returns label, contact us by email at Hello@thenurserystore.com or complete the Contact Us form on our Contact Us page, remembering to include your order number for reference. Alternatively, we can arrange a collection for you via Yodel. Our return rate can be found here.  If you wish to return with your own carrier, there’s no need to get in touch with us. Just return to the address below: 

The Nursery Store (c/o Kooltrade) 

Unit 3, Orbital Way, 

Denton 

Manchester 

M34 3QA 

Please note we are unable to accept in-person returns at this address.  

For full details, please see our Returns Policy. 

Unless a product is faulty, we cannot offer a refund for the following product types where a manufacturer's seal has been broken:  

• Skincare  
• Mattresses  
• Hygiene products  
• Breast pumps  

In addition to your statutory 14-day return period, you have a calendar year (365 days) to return your goods. 

For all item(s) returned within 30 days, we will refund the full purchase value of returned goods, to the original payment method used, within 72 hours of receiving the goods. This includes sale items and a pro-rata rate for bundled items if applicable.  

Any return we receive after 30 days will be store credit for you to spend on our online store. All credits have a redeemable time limit of 365 days.  

Item(s) returned must still be purchasable on our website. 

To return your item(s), all products must be in their original packaging and sellable condition.  

We are unable to refund or credit products once opened if they cannot be resealed, due to hygiene or safety reasons.  

Unless a product is faulty, we cannot offer a refund for the following product types where a manufacturer's seal has been broken:  

• Skincare  
• Mattresses  
• Hygiene products  
• Breast pumps  

If you have any more questions, please email Hello@thenurserystore.com

Thenurserystore.com covers all products with the 14-day right-to-cancel policy. If the goods are faulty then the standard statutory rights apply. 

For us to authorise a return, you must notify us within 14 days of the day you received your goods. You can do this via email at hello@thenurserystore.com, or by letter stating your order number. 

Please note that nursery furniture which has been assembled cannot be returned. 

Return shipping costs are the responsibility of the customer. It is also their responsibility to ensure that Thenurserystore.com receives the items in their original unused and undamaged condition.  

If you choose to use your own courier, please make sure you are covered with transit liability insurance to the correct value. 

The furniture must not be assembled in any way, and in its original packaging and ready for our delivery team to collect it on the arranged day.  

We reserve the right to refuse a refund if the item is deemed non-resaleable.  

The original packaging has been manufactured to pass a 1-metre drop test. Any other form of packaging being used in the return will result in it being refused.  

Your refund will be forwarded within 14 working days from receipt of the goods. This is to allow the furniture to be returned, inspected and administered accordingly. 

Return cost charges are in addition to any out-of-area surcharges paid on your original order. For full details, please view our Terms and Conditions page.  

Please message our team via Hello@TheNurseryStore.com before returning items to us.

The Nursery Store (c/o Kooltrade) 

Unit 3, Orbital Way, 

Denton 

Manchester 

M34 3QA 

If you want to exchange your item, that’s no problem. In order for an exchange to take place, the item must be brand new, unused and in the original packaging. If you have thrown away the box and inner packaging, we won’t be able to proceed with the exchange.  

Due to hygiene regulations, once the seal has been broken, we are unable to offer exchanges on the following items: 

• Skincare  
• Mattresses  
• Hygiene products  
• Breast pump 

If you need further support with any return, please get in touch with us at hello@thenurserystore.com 

We will refund delivery charges on orders below £49.95, but any additional service charges such as Next Day Delivery or additional geographical charges, will not be refunded.

We aim to process returned items and refunds on the day the item(s) are received back with thenurserystore.com 

Once the item has been processed and authorised, your refund will be charged back to the original payment method used to purchase it. 

This is likely to be completed within 14 working days, and we’ll send you an email to confirm your refund is on the way. 

If the product you have purchased is faulty, we may offer a repair, exchange, or refund as appropriate in accordance with the Consumer Rights Act 2015. You must provide proof of purchase such as your receipt, order confirmation email or sales invoice. These rights are non-transferable.

Please message us at Hello@thenurserystore.com and one of our team will help you resolve the issue. 

Please include any images, videos, and batch information when you contact us, as this will allow us to resolve the issue faster. 

We're sorry to hear you have a fault. 

We may have to speak to the manufacturer of the product(s) you’ve reported as faulty, as there are different rules for different products.  

Some of our manufacturers deal with their own aftercare (details below), so please contact them directly.

Ickle Bubba 

Ickle Bubba takes care of their own aftersales.  

You can contact them at retail.support@icklebubba.com – please include The Nursey Store and your name or order number as the subject line. In the body of the email, please include any images, videos, and an image of your batch ID along with your proof of purchase.  

Joie 

To speed up your enquiry, please include any images and videos detailing your issue. Please also include the batch and serial stickers from the product, along with your proof of purchase.  

You can call them on 0800 952 0061 

Email them via customerservices.uk@joiebaby.com  

Kinderkraft 

Please go to https://kinderkraft.co.uk/complaints and complete the online form. 

Cosatto 

Contact Cosatto direct via the following link:  www.cosatto.com/pages/contact-us 

If your product is showing any signs of a problem please contact Hello@thenurserystore.com.  

MV Sports & Leisure 

If you have any issues with licensed wheeled and outdoor toys like bikes or scooters, please contact customer.services@mvsports.com and include as much information about your order as possible.

We’re sorry that you’re having issues with your order. We’ll process returns in the quickest timeframe possible, but please allow a maximum of 28 days for faults to be repaired by the manufacturer or for a replacement to be issued. 

Please message our team via Hello@thenurserystore.com if you need further help.

If you’ve ordered furniture or placed an order that includes pre-order items, you may have more than one delivery date assigned.  

All wood furniture deliveries are made within 3-14 working days from completion and other items may arrive via Yodel or DPD.  

In-stock pre-order items will be dispatched on the pre-order date provided on the product page. You will receive them within 48 hours of this date.

If you’ve ordered furniture or placed an order that includes pre-order items, you may have more than one delivery date assigned.  

All wood furniture deliveries are made within 3-14 working days from completion and other items may arrive via Yodel or DPD.  

In-stock pre-order items will be dispatched on the pre-order date provided on the product page. You will receive them within 48 hours of this date.

Ickle Bubba 

Ickle Bubba takes care of their own aftersales.  

You can contact them at retail.support@icklebubba.com – please include The Nursey Store and your name or order number as the subject line. In the body of the email, please include any images, videos, and an image of your batch ID along with your proof of purchase.  

Joie 

To speed up your enquiry, please include any images and videos detailing your issue. Please also include the batch and serial stickers from the product, along with your proof of purchase.  

You can call them on 0800 952 0061 

Email them via customerservices.uk@joiebaby.com  

Kinderkraft 

Please go to https://kinderkraft.co.uk/complaints and complete the online form. 

Cosatto 

Contact Cosatto direct via the following link:  www.cosatto.com/pages/contact-us 

If your product is showing any signs of a problem please contact Hello@thenurserystore.com.  

MV Sports & Leisure 

If you have any issues with licensed wheeled and outdoor toys like bikes or scooters, please contact customer.services@mvsports.com and include as much information about your order as possible.

Contact us using one of the below methods:  

Email Hello@thenurserystore.com  

The form on the Contact Us page 

Our team should be back to you within 72 hours with a resolution.

The quickest way to get in touch with us is via email.  

Hello@thenurserystore.com 

For all written correspondence, please use the following address: 

The Nursery Store 

Meadowbank Business Park 

Tweedale Way, 

Chadderton 

Oldham 

OL9 8EH 

*Please note we do not accept returned items at this address. 

Thenurserystore.com offers a free delivery service on orders over £49.99* for most of their parcels, depending on size and weight (or 2 working days if out-of-bounds areas) to most of the UK on all orders. if cleared funds are received before 8pm. (Certain geographical restrictions apply –

*Geographical charges may still apply. Please refer to the delivery information page for full details.

Yes, this is a selectable option during checkout. (Certain geographical restrictions apply – see Delivery Information page for more details). Please note that we cannot deliver on the weekend or on public bank holidays.  

Yes. This can be selected during the checkout process. However, please note that we cannot deliver on the weekend or on public bank holidays. 

No. Deliveries will only take place Monday to Friday (excluding public bank holidays), so please allow for an extra day for your item to be delivered.

Your delivery costs will be calculated during the checkout process. For full delivery cost details, please view our Delivery Information page. 

Thenurserystore.com offers a free delivery service on orders over £49.99* for most of their parcels, depending on size and weight (or 2 working days if out-of-bounds areas) to most of the UK on all orders* if cleared funds are received before 8pm.

*Geographical charges may still apply. Please refer to the delivery information page for full details.

Unless you’ve selected next-day delivery, standard delivery takes 2 working days. (Certain geographical and weight restrictions apply – see Delivery Information page for more details). 

Your order will be processed almost immediately, and standard deliveries will be despatched to you in 2—3 working days (excluding weekends and public holidays). In the case of next day delivery, this will all happen within 24-hours of you placing your order (excluding weekends and public holidays). 

No. Our contracted hours for delivery with Yodel are between 7 am & 9 pm & DPD are between 8 am & 6 pm. However, you will receive a 2-hour delivery window notification via SMS and/or Email on the morning of your delivery. To receive this information, you would need to provide us with a current mobile number and/or email address. 

Pre-order item delivery dates are subject to change, and we’ll advice you of any changes to your expected delivery date. In the unlikely scenario of a non-pre-order item delivery date changing, this will be due to circumstances beyond our control, such as a shipping container delay.

If you’ve ordered furniture or placed an order that includes pre-order items, you may have more than one delivery date assigned.  

All wood furniture deliveries are made within 3—14 working days from completion and other items may arrive via Yodel or DPD.  

In-stock pre-order items will be dispatched on the pre-order date provided on the product page. You will receive them within 48 hours of this date.

Yodel

You will be given a designated 2-hour slot on your delivery day, but your delivery could arrive any time between 8AM and 8PM. If we need to attempt redelivery, then you could be liable for additional delivery charges.

DPD

You will be given a designated 1-hour slot on your delivery day.

If you are not in when delivery is attempted, your item will be returned to our warehouse, and you will have to rearrange the delivery. Please note that this could potentially incur additional costs.

Yes, as long as there is someone aged at least 18 and they are at the delivery address, they can sign for your delivery.

Although you’ll be given a 2-hour slot on your delivery day, your delivery can arrive any time between 8AM and 8PM that day. If your delivery still hasn’t arrived after waiting for this amount of time, please email us at hello@thenurserystore.com to resolve this issue.

Firstly, we apologise for the inconvenience—this falls below the high standards we set for ourselves. Please email us at hello@thenurserystore.com with as many details as you can about the issue, as this will help us to resolve it faster for you.

If your purchase arrives damaged or faulty, please use the form on our Contact Us page, ensuring to include the following information:  

• Order number  
• Item(s) to be returned  

The best email address for us to send you a secure payment link. Please note payment links are valid for 48 hours from sending and we are unable to book returns without payment being received.  

Preferred date of collection. We offer collections Monday-Friday only. Please note this is an all-day service - we cannot guarantee a delivery slot time. Please allow at least 48 hours to arrange your collection.

If that happens, we apologise in advance for the inconvenience caused. Please allow up to 5 working days for your order to be delivered. If it still hasn’t been delivered after this time frame has elapsed, please contact us at hello@thenurserystore.com and we will resolve the issue for you. Please note, we are unable to action anything before the 5-day time period has elapsed.

We apologise for the inconvenience – this falls below the high standards that we set for ourselves. Please email us at hello@thenurserystore.com and we’ll resolve this as soon as possible. In your email, please include anything you think will help, such as the order number, item number, any explanation/images/videos of the issue, and details of what you should have received.

If your order has not yet reached the picking stage, you can make changes to it. 

Unfortunately, any orders that have entered the picking phase cannot be modified. In such cases, you’ll need to accept delivery of the order and return it. 

Please note that orders paid via Klarna, Clearpay or PayPal Credit cannot be amended 

Sorry, no, we don’t ship internationally. We only ship to the UK including Northern Ireland*. *Large furniture items are excluded from shipping to Northern Ireland. Please contact us for more information.

If you have order multiple items, they may arrive via different drivers.

We offer a specialist 1-2-day delivery service free of charge on all our premium nursery furniture. (Exceptions apply – see Delivery Information page.

Sorry, but we don’t currently have an option to upgrade to next day delivery for furniture.

No, sorry, we only deliver to the UK mainland.

If you’ve registered either a mobile phone number or email address with us, you’ll receive tracking details on the morning of your delivery day.

We’re sorry you’re having trouble tracking your order. Please allow up to 5 days for any updates to show as, from time to time, large volumes in the carrier networks can delay parcels. If you still haven’t received your order after this time period, please get in touch with us via our Contact us page.

The delivery dates we give for pre-order items are preliminary and liable to change. In very rare occasions, non-pre-order item delivery dates may change due to circumstances beyond our control, such as a shipping container delay. In both cases, we will advise you of any changes to your delivery date.

We’re sorry to hear your item is not where you expect it to be. Please check with all members of your household and close neighbours to see if they’ve signed for it. Please also check any named safe locations where it may have been left.

We ask you that you report missing deliveries as soon as you are able. This will give us time to request that the driver return to your property to try and resolve the issue.

If you can see from the delivery image that your order was left in your safe location, we may need a crime reference in order to proceed, as this would be classed as theft of property. You can report this to the police via the link below.

Report to the police

Once you have completed the above, please use our Contact us form to get in touch.

Yes. You will be able specify what address you wish your item(s) to be sent to at the checkout stage. At the point where you are asked if the delivery address is different from the billing address, there will be an option to change where the item(s) will be posted to.

Yes, anyone can sign for the delivery of your order as long as they are at the address provided at checkout.

Your items may potentially be delivered by more than one driver, so don’t worry if you don’t receive everything together in the first delivery – the rest is on its way!

If you think you've only received part of your order, please follow the steps below:

1. Check all the parcels you've received. They will have labels that advise how many boxes you should be expecting.

2. Make sure any other items you've ordered have not been sent with a different courier.

3. Refer to your original email confirmation to see if there are any times on pre-order as these item(s) will come separately.

If you have done the above and you're confident that you are missing parts of your order, please contact us by email.

Please check to see if the contents are damaged. If they are, please contact us by email with details of your order, and any images or videos of the damage, and we’ll get back to you as soon as possible with a resolution.

We apologise – this shouldn’t happen. Please contact us by email and include clear images of the incorrect item you received and the barcode from the packaging for our reference. This will allow us to resolve the issue faster.

RTS (Returned To Sender) occurs when the courier has made at least 2 attempts at delivery, the item(s) have been held in the local depot for 2 days from the date of the second delivery attempt, and the recipient has not attempted to make alternative arrangements with the courier within this time frame.

If your item has been RTS, re-delivery charges will apply.

Please contact us by email to rearrange delivery.

If a delivery is missed or cancelled, unfortunately there would be additional charges to redeliver the item(s). This starts from £25.00 per delivery.

**The free delivery on furniture only applies for attempted delivery once. Any delivery that fails will incur failed delivery charges **

Place all the items you want in the basket and click “Checkout”. You’ll then be asked where you want your items to be delivered to, and what payment option you want to use. You’ll be given a final tally (including and P&P charges) before you complete the order.

Once an order has entered the picking stage, it becomes non-cancellable. However, if your order has not yet reached the picking stage, you can cancel it and receive a full refund. To initiate a cancellation, please contact us by email, ensuring that you include your order number in the email.

In the unlikely event that this happens, it will be due to an unforeseen issue, such as a payment processing issue or stock availability. Our customer services team will reach out to you via email to address and resolve the issue.

You can follow your order’s progress in your Account. On the day your order is due to be delivered, you’ll get a text message or email from the couriers with a 2-hour delivery window, and you’ll be able to track your delivery in real-time from this.

If you’ve ordered furniture or placed an order that includes pre-order items, you may have more than one delivery date assigned.

In-stock pre-order items will be dispatched on the pre-order date provided on the product page. You will receive them within 48 hours of this date.

A pre-order item is a product in high demand that we’ve secured from manufacturers but have not yet received in our inventory. When you purchase a pre-order item, it ensures that you secure your item and receive it promptly once the stock arrives at our warehouse.

Please note that while we provide pre-order dates as a guide, they can be subject to change.

Please check all packaging, as we sometimes put smaller boxes inside of bigger ones to save you from extra shipping costs. If you’ve done this and are satisfied that you still have an item missing, please email us to resolve the issue. Please include details such as the order number, item number, and a description of what is missing. We apologise for the inconvenience this causes.

We're sorry to hear you're having problems with your order.

Please email us and one of our team will help you resolve the issue.

Please include any images, videos, and batch information when you contact us, as this will allow us to resolve the issue faster.

We’re sorry you’ve received the wrong item and apologise for the inconvenience. Please contact us by email with your order number, item number, any images or videos that you think will help, and details of the item that you should’ve received. This will help us to resolve your issuer faster.

We’re sorry to hear you’re having issues with your product.

We may have to speak to the manufacturer of the product(s) you’ve reported as faulty, as there are different rules for different products.

Some of our manufacturers deal with their own aftercare (details below), so please contact them directly.

Ickle Bubba

Ickle Bubba takes care of their own aftersales.

You can contact them at via email – please include The Nursey Store and your name or order number as the subject line. In the body of the email, please include any images, videos, and an image of your batch ID along with your proof of purchase.

Joie

To speed up your enquiry, please include any images and videos detailing your issue. Please also include the batch and serial stickers from the product, along with your proof of purchase.

You can call them on 0800 952 0061 or contact via email

Email them via customerservices.uk@joiebaby.com

Kinderkraft

Please go to https://kinderkraft.co.uk/complaints and complete the online form.

Cosatto

Contact Cosatto direct via the following link: www.cosatto.com/pages/contact-us

If your product is showing any signs of a problem, please contact Hello@online4baby.com.

MV Sports & Leisure

If you have any issues with licensed wheeled and outdoor toys like bikes or scooters, please contact their customer service team via email and include as much information about your order as possible.

If the faulty item is not from any of these companies, then please contact us by email with details of your order, order date, product and batch number, and any images or videos of the faulty product that you think will help us to resolve the issue for you.

Please reach out to our customer services team by email

The fastest way to contact us is via email

We recommend using our email address to contact us

Please take a look at our Contact Us page for full details.

If you need to contact us for any reason, please use the contact us form on our Contact Us page.

For all written correspondence, please use the following address:

The Nursery Store

Meadowbank Business Park,

Tweedale Way,

Chadderton

Oldham

OL9 8EH

For full contact information please see our Contact Us page.

**Please note we do not accept returned items at this address.**

Our team are available between 8AM and 8PM Monday to Friday, and 10AM to 6:30PM at the weekend.

If you see the live chat icon in the corner of the website, then a member of our team is available to help you. If you cannot see the icon, unfortunately this means all our agents are busy right now, so please try again later or use an alternative contact method.

You should expect to hear from us within 2 to 3 working days.

In busy periods, it may take slightly longer than the quoted 2-3 working days response period for us to get back to you. Please note that sending multiple messages may result in your query taking longer to resolve, so please be patient; we will get back to you.

If you think the outcome is unacceptable, please compose your complaint in writing via email. A full case review will be carried out by the management team, and you’ll receive a final outcome decision within 3 working days

The quickest way to get in touch with us is via email.

Contact us using one of the below methods:

Email hello@thenurserystore.com

The form on the Contact Us page

Our team should be back to you within 72 hours with a resolution. If you think the outcome is unacceptable, please detail your complaint in writing via email.

The management team will then conduct a full case review, and you’ll be notified of our final decision within 3 working days.

Please send us an email, providing as much information as you can, such as order number, product details and details of the issue you’re experiencing, including any images or videos that you think will help us resolve the issue you’re having.

Here’s a simple way to resolve most technical issues you might encounter when shopping at The Nursery Store:

1. Clear your cache and cookies:

• Most web browsers allow you to clear cookies via the 'Tools' or 'History' menu. You can find more details about cookies here.
• Note: If you added items to your cart or saved items while not logged in, clearing your cookies may remove these from your history.
• Restart your browser
• Update your operating system.

If these steps don’t resolve the issue, please contact our team with the following information:

Detailed description of the problem

Screenshots of any error messages

The web browser you’re using (e.g., Edge, Firefox, Chrome, Safari, etc.)

Steps you've already taken to try to fix the issue

Please email us, and we’ll get back to you as soon as possible to arrange your preferred outcome.

1. To keep our costs low, we don’t offer free returns unless you’re exchanging. Our return rate is set at £12.50 per box for a Yodel collection (furniture prices vary).
2. You have a calendar year (365 days) to return an item. Please see the terms and conditions page for full 365-day returns information.
3. We will email you once your refund has been raised. Refunds can take up to 14 working days to be processed and appear in your account.
4. All items must be brand new, unused and in the original packaging. If you have thrown away the box and inner packaging, we cannot accept a return on the product.

Due to hygiene regulations, once the seal has been broken, we are unable to offer refunds or credits on the following items:

Skincare

Mattresses

Hygiene products

Breast pump

If you need further support with any return, please get in touch with us via email.

A pre-order item is a product that we’ve secured from the manufacturers, but we’ve not received the physical stock yet. When you purchase a pre-order item, it ensures that you’ll be one of the first people to receive it as soon as it arrives in our warehouse.

Please note that pre-order dates are provided as a guide and may be subject to change. If we become aware of any delays, we’ll keep you updated.

All pre-order items must be paid in-full at the point of order (Buy Now, Pay Later options, such as Klarna, are not available on pre-order items). Please note that pre-orders may be difficult to cancel, as they often arrive in our stock earlier than the estimated delivery dates.

All items that are available on a pre-order basis will be clearly marked as such and will include an estimated date that it will be in stock (this date may be subject to change).

We don’t offer discounts or promotions on pre-orders as we prefer to keep prices universally low across the site to avoid any confusion.

All pre-order items will be charged at the point of order. Please note than Buy Now, Pay Later options, such as Klarna, are not available on pre-order items.

No, sorry. All pre-order items have to be paid in full at the time of ordering.

You’ll be given an estimated time of arrival (ETA) on the website when you pre-order the item. This ETA may be subject to change, and we’ll let you know if this does happen. Once we have it in stock, you’ll receive it within 2 working days.

No, the pre-order date should be treated as an estimate. If the release date does change, we’ll let you know.

If you’re happy to wait for the revised date, then you don’t need to do anything. If you’d like to cancel the pre-order item or change your order for something similar, then email us and we’ll sort that out for you.

This is possible, but to eliminate the risk of fraud, we may ask to see proof of address before we authorise this. If you’d like to do this, please email us to discuss this further.

This is possible, but many pre-orders arrive in stock before the delivery date quoted on the website. Once an item has been shipped out to you, you are unable to cancel it.

The website will always show the most accurate delivery date information we have. So, for example, if our initial pre-order allocation sells out, a new, revised pre-order date of when we expect to get the next shipment in will replace the original.

This very rarely happens, but if it does, our customer services team will reach out and either offer you an alternative product or a refund.

It’s really easy to create an account with The Nursery Store. Just click here and follow the instructions.

First log into your account, then go to the settings tab and you can change your password details from there.

It might be that you’ve entered your email address or password incorrectly. If you’ve misremembered them, you can always reset your password by using the Forgot Password? option underneath the login securely button.

Head to our homepage, scroll down to the bottom, and you’ll see a section just above the footer called “Sign up to our nursery newsletter”. This is where you can get all our latest information and exclusive offers!

Each email has an Unsubscribe options within it. Just scroll down to the bottom of the email and you’ll see the option to unsubscribe there.

We operate secure data networks protected by industry-standard firewalls and password protection systems. Our security and privacy policies are periodically reviewed and enhanced as necessary and only authorised individuals have access to the information provided by our customers.

The security of your information is the highest priority for thenurserystore.com. We use Stripe and PayPal as our Payment Service Providers. Stripe and PayPal are ultra-secure third parties which use 128-bit software (SSL) and encrypt all the debit and credit card information you input before it is sent to us. Thenurserystore.com does not hold, store or even see credit card details.

We love to reshare customer images, but we respect your privacy. That’s why we’ll always contact you to ask permission before we do so, and we’ll always outline where the image will be used to give you peace of mind that’ll it’ll be used with respect.