Got a question? We’re here to help!

Our top 5 frequently asked questions are below. Alternatively you can review our extensive Frequently Asked Questions section.

You can contact a member of our team using the form at the bottom of this page if you still need help.

I've changed my mind and want to return my item(s). How do I do this?

If you’d like to return an unwanted item, here’s what you need to know:

The item must be new, unused, and include all original packaging, including any interior packaging.
You have 14 days from the day after you receive your order to let us know you want to make a return, and then a further 14 days to send the item back to us for a refund.
To give you extra peace of mind, we’ve extended the full return window to 30 days from the date you receive your order.

At The Nursery Store, we want you to feel confident in your purchase, which is why we fully support your 14-day right to cancel under consumer law. If your item is faulty, your standard statutory rights apply.

To arrange a returns label, simply email us at hello@thenurserystore.com or fill out the Contact Us form on our website. Please include your order number so we can assist you quickly. Alternatively, we can organise a collection for you via Yodel — you can check our return rates here.

If you prefer to use your own courier, there’s no need to contact us first. Just send your return to the address below:

The Nursery Store (c/o Kooltrade) Unit 3, Orbital Way, Denton Manchester M34 3QA

Please note, we cannot accept returns in person at this address.

For more details, please see our full Returns Policy.

I've made a mistake with my order. How do I cancel?

We understand mistakes can happen and we’ll always do our best to help. However, as we operate an instant dispatch service, it’s highly unlikely we’ll be able to cancel or change your order before it’s sent out — unless it’s a pre-order item.

If your order has already been processed, we’re unable to cancel it, but you’re welcome to return it to us in line with our returns policy once it arrives.

My order hasn’t been dispatched – where is it?

If your item hasn’t been dispatched yet, please double-check your order confirmation email — it will clearly state if you’ve purchased a pre-order item.

Pre-order items are marked with an estimated dispatch date, which may differ from our usual delivery times. These products are reserved for you in advance and will be sent out as soon as they arrive at our warehouse.

If your order includes a mix of in-stock and pre-order items, we may hold the order until all items are ready to dispatch together.

Also, please make sure your delivery address is complete and accurate — including a house number and full postcode. Our system will place your order on hold if any essential delivery information is missing.

You can find more delivery information on our Delivery page, or get in touch if you’re unsure.

My purchase has a problem. How do I get this sorted?

We’re really sorry to hear there’s an issue with your item — we understand how frustrating this can be, and we’re here to help.

If you’ve received an item that appears to be faulty, please contact us as soon as possible at hello@thenurserystore.com with the following details:

Your order number or delivery postcode
A description of the fault
Clear photos or videos showing the issue
Images of any batch labels or serial numbers (if available)

We’ll review your case and guide you through the next steps. Some products may need to be assessed by the manufacturer, and we’ll let you know if this applies. In certain cases, it may be quicker to reach out directly to the brand for a resolution. Here’s how to contact some of our partner brands:

Puggle hello@pugglebaby.co.uk Include your order number, postcode, and any relevant images. You can also download manuals and troubleshooting guides here.

Ickle Bubba retail.support@icklebubba.com Use subject line: The Nursery Store + Your Name/Order Number. Include proof of purchase, images/videos, and batch ID.

Joie customerservices.uk@joiebaby.com 0800 952 0061 Include photos/videos, batch/serial stickers, and proof of purchase.

Graco customerservices.uk@gracobaby.eu 0800 952 0063 Provide images/videos of the fault, the batch/serial stickers, and proof of purchase.

Kinderkraft Visit https://kinderkraft.co.uk/complaints and complete their online form.

Cosatto Contact via: www.cosatto.com/pages/contact-us

If your item is covered under warranty, we’ll work to ensure a suitable repair, replacement, or refund in line with your consumer rights. Your statutory rights are fully protected.

Need help or not sure what to do? Just get in touch at hello@thenurserystore.com – we’re always happy to assist.

How do I track my delivery?

You’ll only be able to track your order once it's been scanned by the carrier. This usually happens overnight for express deliveries or the following day for standard deliveries.

Please note, carriers sometimes use more than one van for multi-box deliveries so don't panic if you’ve only had one box delivered. The rest will be with you soon, and you can use the Track My Order link to give real-time updates.

I'm having issues using your website. What should I do?

If you’re experiencing issues using our website, we recommend clearing your browser’s cookies and cache, as this can often resolve common problems. If the issue persists, please let us know by filling out the contact box below, and using the subject line 'Website Usage Issue'. Be sure to include details of the issue, the page where you saw the issue, and your device and browser information to help us assist you quickly.

Need to speak to someone?

Please provide us with any details that will help to resolve your enquiry quickly, such as:

Order number & postcode
Images or videos of any product issues
Screenshots of web-related queries
Item codes for pre-sale inquiries
Details of any prior correspondence

We ask that you allow 2—4 working days for a response from our customer services team. To avoid any delays, please submit only one ticket for your issue, and we'll get back to you as soon as possible.

Got a question? We’re here to help!

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