Frequently asked questions

At The Nursery Store, we want you to feel completely confident when shopping with us. That’s why we offer a clear and fair returns policy designed to be simple, flexible, and customer-focused.

Here’s how our returns policy works:

• You can return most items within 30 days of receiving your order.
• All returned items must be new, unused, and in their original packaging (including any protective inserts) to ensure safety and hygiene.
• If you change your mind, you can notify us within 30 days and then send your item back within the following 30 days for a full refund.
• We offer a 365 Returns policy on eligible products, giving you up to a full year to make your decision (see our separate FAQ for details).
• Faulty or damaged items are covered by your statutory rights — we will always aim to resolve these quickly and fairly.
• Returns shipping costs are typically the customer’s responsibility unless the item is faulty or part of a special exchange offer.

How to return your item:

• Contact us at hello@thenurserystore.com or via our Contact Us form to request a returns label or to arrange a collection from your home (weekdays only).
• Alternatively, you can return your item using your own courier to our returns address (please notify us first to avoid refusals).

Our commitment: As a family-run business, we strive to keep our prices low by not building return costs into product prices. We are here to help and support you with any returns or exchanges, making the process as smooth and hassle-free as possible.

If you have any questions or need help with a return, our friendly customer service team is ready to assist you.

Shop with confidence at The Nursery Store, knowing we’re here to support you every step of the way.

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.

Certain products can’t be returned for hygiene and safety reasons once they’ve been opened or unsealed. These include:

• Infant feeding items (like bottles, sterilisers, and prep machines)
• Breast pumps
• Mattresses
• Hygiene products (such as baby baths, bath seats, potties, and toilet trainers)

Additionally, furniture items that have been assembled—such as cots, cotbeds, toddler furniture, and Moses basket stands—cannot be returned in their original condition once put together. Assembly can leave indentations or marks, which means the product is no longer in the same condition as when it left us and cannot be accepted as a return.

Please note, this does not affect your statutory rights. If a product is faulty or not as described, you still have the right to a repair, replacement, or refund under consumer law. The return restrictions are in place to protect the health and safety of all our customers and to ensure products are safe and fit for use.

If you’re unsure whether your item can be returned, please get in touch with us—we’re here to help!

At The Nursery Store, we want you to shop with complete confidence. That’s why we offer our 365 Returns policy — giving you the flexibility to return eligible products within 365 days of purchase.

Why choose The Nursery Store’s 365 Returns?

• Extended Peace of Mind: You get a whole year to decide if your product is the perfect fit for your family.
• Flexible Returns: Whether it’s a stroller, car seat, nursery furniture, or toys, eligible items can be returned within this extended window.
• Clear and Simple Process: Just request a return with us before sending your item back, ensuring a smooth and hassle-free experience.

Important details to know:

• Items must be new, unused, and in original packaging (including any protective interior packaging) to maintain safety and hygiene standards.
• Products must be part of our current inventory, and a return request must be made prior to sending the item back to avoid delays.
• Certain items, including assembled furniture and large nursery furniture, are excluded due to the nature of assembly and handling.
• This 365-day policy is an addition to our standard 30-day return window, giving you more choice and flexibility.
• Your statutory consumer rights are fully protected — if an item is faulty or not as described, you are entitled to a return or refund under consumer law.

We are committed to providing excellent customer service and supporting you every step of the way — simply contact us at hello@thenurserystore.com to start your return or if you have any questions.

Shop confidently with The Nursery Store, knowing you have the time and support to make the best choice for your family.

We understand that sometimes furniture doesn’t quite fit or suit your needs, and we’re here to help make returns easy.

Here’s what you need to know about returning furniture:

• Furniture must be brand new and unassembled to be eligible for return. Once furniture like cots, cotbeds, toddler furniture, or moses basket stands has been assembled, it may show indentations or marks, which means it can’t be returned as it’s no longer in the original condition.
• Due to the size and weight of furniture, return costs are based on weight and handling requirements. These charges are payable upfront and vary depending on the item.
• We do not offer free returns on furniture items, and furniture is excluded from free returns available on exchanges or our 365-day return policy.
• To arrange a return, please contact our friendly team at hello@thenurserystore.com with details about your item and order number. We’ll help guide you through the process and provide a return cost estimate.

Remember: Your statutory rights are always protected, so if there’s a fault with your furniture, please get in touch, and we’ll support you with a resolution.

We’re committed to making your return process as simple and transparent as possible—just reach out, and we’ll take care of the rest!

Our return address is:

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

If you are returning an item, please make sure to include your order number as a return reference. This helps us quickly match your return to your original order and speeds up the refund or exchange process for you.

Please note: We do not accept in-person returns at this address. All returns must be sent via courier or postal service.

If you prefer, we can also arrange a weekday home collection service for your convenience. Simply contact us at hello@thenurserystore.com with your order details, and we’ll provide further assistance.

Remember to follow our returns guidelines to ensure your return is accepted, and feel free to reach out if you have any questions!

Yes, you can exchange your item! We offer exchanges within 30 days of receiving your order, with return fees waived for exchanges of items of equal or higher value during this period.

Additionally, for added peace of mind, we offer a 365-day returns policy on many products. This means you can request a return or exchange up to one year after purchase, but please note that the standard returns rules still apply—return fees are payable outside the initial 30-day window, and certain exceptions such as hygiene products and furniture remain.

Important details:

• Exchanges within 30 days benefit from waived return fees.
• After 30 days, returns or exchanges are still possible within 365 days but return fees will apply.
• Hygiene products cannot be exchanged or returned for safety reasons.
• Furniture items (cots, cot beds, toddler furniture, etc.) always have weight-based return fees due to size and handling.

If you need help or want to start an exchange, just contact us at hello@thenurserystore.com We're here to make the process easy and support you all the way!

If you decide to return an item, please note that for orders under £49.99, we’ll refund the standard delivery cost you paid. To make a return, simply let us know within the return window and follow our easy returns process. Just remember, any extra charges like next-day delivery or special location fees aren’t refundable. If you need help arranging your return, we’re always happy to assist!

Once we receive your returned item, we’ll carefully check it to make sure everything is in order. Then, we’ll process your refund or exchange and send you an email confirmation to keep you updated every step of the way. Refunds usually take up to 14 working days to appear back in your account, depending on your bank or payment provider. If you’ve requested an exchange, we’ll also keep you informed about the progress of your replacement item. If you have any questions while you wait, just get in touch — we’re here to help!

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 Support@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 - Please note that this phone number is dedicated to Joie warranty enquiries only. If your query is about anything else, the team on this number won’t be able to help and will kindly refer you back to The Nursery Store so we can assist you directly.

Include photos/videos, batch/serial stickers, and proof of purchase.

Graco customerservices.uk@gracobaby.eu

0800 952 0063 - Please note that this phone number is dedicated to Graco warranty enquiries only. If your query is about anything else, the team on this number won’t be able to help and will kindly refer you back to The Nursery Store so we can assist you directly.

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.

We’re sorry to hear you’re experiencing a problem with your purchase. We’re here to help and want to make the process as quick and easy as possible for you.

Because different products have different warranties and support procedures, we sometimes need to work with the manufacturer to resolve your issue. Some manufacturers manage their own aftercare services directly, so reaching out to them first can often speed up your resolution.

What counts as a faulty item? A faulty item is one that has a manufacturing defect or stops working as it should under normal use. To help us or the manufacturer assess your claim, please provide:

• Clear photos or videos showing the fault
• Your order number or proof of purchase
• Any product batch or serial numbers (usually found on a sticker on the item)

Manufacturer Aftercare Contacts

If your item is from one of the manufacturers below, please contact them directly first for faster support:

• Puggle: If your Puggle product is still under warranty, please check your product manual for troubleshooting tips. If you don’t have the manual, you can download it here: Product Manuals For further help, email: hello@pugglebaby.co.uk Please include your order number or delivery postcode, plus photos or videos of the issue.
• Ickle Bubba: Email: retail.support@icklebubba.com Please include “The Nursery Store” and your order number or name in the subject, and attach photos, videos, proof of purchase, and an image of the batch ID.
• Joie: For products over 30 days old, Joie handles aftercare directly. Contact them by phone: 0800 952 0061 or email: customerservices.uk@joiebaby.com Include photos/videos, batch and serial numbers, and proof of purchase.
• Graco: For products over 30 days old, contact Graco directly by phone: 0800 952 0063 or email: customerservices.uk@gracobaby.eu Include photos/videos, batch and serial numbers, and proof of purchase.
• Kinderkraft: Submit your issue via their online form: https://kinderkraft.co.uk/complaints
• Cosatto: Contact via: Cosatto Contact Us Or email us at hello@thenurserystore.com if you notice any problems.
• MV Sports & Leisure: For licensed wheeled outdoor toys like bikes or scooters, contact: customer.services@mvsports.com Please include as much order information as possible.

If your product is not listed here or you prefer to contact us first, please email hello@thenurserystore.com with your order details and images/videos showing the issue. We’ll guide you through the next steps and work to resolve the problem quickly.

This approach ensures you receive the right support as quickly as possible while protecting your statutory rights. We’re committed to your satisfaction and here to help every step of the way.

We’re really sorry to hear there’s a problem with your order, and we completely understand how frustrating that can be. Our team will always aim to process your return or replacement as quickly as possible. However, in some cases—especially when we need to work with the product’s manufacturer—this process can take a little longer.

This is usually because some brands have their own repair or assessment procedures, or parts may need to be ordered in. We want to make sure the issue is fully resolved for you, which is why we ask for up to 28 days for the process to be completed.

We appreciate your patience and understanding, and we’ll keep you updated along the way. If you need any extra support or would like a progress update, please don’t hesitate to contact our team at Hello@thenurserystore.com — we’re here to help every step of the way.

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. 

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. 

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. 

• DPD Standard: Usually 2-3 working days for Mainland UK addresses. Remote or offshore postcodes may take 2–4 working days.
• DPD Next Day: Next working day delivery available as a paid option, subject to availability.

Furdeco Furniture: Specialist delivery within 1–2 working days for Mainland UK. Remote postcodes may take 2–14 working days depending on location.

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

Yes, next-day delivery is available as a selectable option during checkout, subject to certain geographical restrictions please refer to our Delivery Information page for full details.

Please be aware that next-day delivery is only available for orders sent via DPD, large furniture items are excluded from next-day delivery services due to their size and the specialist handling required.

In addition, we’re unable to offer deliveries on weekends or public bank holidays.

If you have any questions about whether your order qualifies for next-day delivery, feel free to contact our team and we’ll be happy to assist.

Yes, this option can be selected during the checkout process. However, please be aware that we’re unable to make delivery upgrades once an order has been placed. Delivery availability is also subject to geographical restrictions. Additionally, we do not offer delivery on weekends or 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 at checkout, and full details can be found on our Delivery Information page.

Free Delivery: Available on eligible DPD Mainland UK parcels over £49.99. This excludes surcharge areas, extra-large parcels, and next-day delivery services.

DPD Parcels: Next-day delivery to Mainland UK is available, with charges ranging from £3.99 to £7.99. Additional surcharges apply for remote or offshore locations.

Furdeco Furniture: Delivery is free as standard to most areas. However, a surcharge between £5 and £120 per order may apply in certain locations, depending on postcode and product size. This is calculated at checkout.

Thenurserystore.com: Free delivery is available on orders over £49.99, for most parcels depending on size and weight. Delivery to most UK addresses is typically within 2-3 working days, or within 4 working days for out-of-bound areas, when cleared funds are received before 8pm.*

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

Standard Delivery: Unless you’ve selected a next-day delivery option, standard delivery for DPD parcels takes approximately 2-3 working days*.

For furniture orders, delivery can take up to 3 working days*. Once your in-stock furniture order is placed, the carrier will contact you within 2 working days (via SMS) to confirm and arrange the delivery.

*Certain geographical and weight restrictions apply – see Delivery Information page for more details. 

Order Processing & Delivery: All in-stock items (excluding pre-orders) are dispatched immediately on the day the order is placed.

• Standard DPD deliveries take up to 2-3 working days.
• Next-day delivery parcels arrive the next working day after dispatch.
• Furniture deliveries take up to 3 working days.

Please note geographical restrictions may apply.

Important: Because orders are dispatched immediately, once an order is placed it cannot be amended or cancelled.

With DPD deliveries, while you cannot choose a specific delivery time, downloading the DPD app puts you in control. It lets you select options such as an alternate delivery date, leave with a neighbour, or leave in a safe location.

Please note, the “leave in a safe place” and “leave with a neighbour” options are not available for large furniture items.

Choosing the “leave in a safe place” option is done entirely at the receiver’s own risk. Selecting this option voids transit liability, meaning any issues like missing items or damage cannot be resolved by our team.

For large furniture items, a delivery date is offered and must be accepted by 2pm the day before. Any changes after this deadline may incur additional charges.

If a scheduled delivery fails due to customer error, missed delivery fees may apply:

• DPD offers a 1-hour delivery window
• Furniture deliveries have a 3-hour delivery window

If your order has already been dispatched and there is a change to the delivery schedule, we will notify you promptly. For DPD deliveries, updates and any changes will be communicated through the DPD app, which is highly recommended for tracking and managing your delivery. For large furniture deliveries, any updates will be sent via SMS to the contact number provided.

Delivery dates are usually fixed; however, on rare occasions they may change due to unforeseen circumstances beyond our control. These could include delays caused by factors such as driver breakdowns, traffic disruptions, extreme weather, or shipping container delays.

Pre-order item delivery dates are estimates and may be subject to change. We will keep you informed of any updates to your expected delivery date via email.

If your order includes furniture or pre-order items, you may receive multiple delivery dates.

furniture deliveries are made within 3 working days from completion, while other items are delivered via DPD within 2 working days unless a Next Day Delivery upgrade has been selected.*

Pre-order items that are in stock will be dispatched on the pre-order date shown on the product page and included on your confirmation email , with delivery expected within 2 working days.

*Geographical restrictions apply – visit the Delivery Terms page for more details.

On the day of your delivery, you will receive a time slot as a guide. However, please note that your delivery can take place at any time between 8:00 AM and 8:00 PM, and may be completed by different drivers or subject to delays caused by factors beyond our control (such as traffic, breakdowns, or high volumes).

DPD Parcel Deliveries:

• Please monitor your delivery through the DPD app, which provides live tracking and options to manage your delivery.
• DPD offers a 1-hour delivery window usually before 11am.*
• If your parcel is on a Next Day delivery service, please allow until 10:00 PM on the day of delivery for it to arrive.
• If not received by then, please email us at hello@thenurserystore.com, and we can arrange a refund of any paid Next Day service fee if applicable.

Large Furniture Deliveries (Furdeco):

• Furniture deliveries come with a confirmed date and a 3-hour delivery window, but can arrive any time that day.
• If you need an update on the day, you can contact Furdeco directly on 0121 285 5255 for the most accurate information.
• If your furniture hasn’t arrived, please allow 2 full working days after the scheduled delivery date before contacting our customer service team. This is because investigations with the carrier cannot be raised before this time.

Before Getting in Touch:

• Please check the Delivery Terms page to confirm whether your postcode is in an area that may take longer to deliver to, as some areas have additional delivery days.
• If you haven’t received a dispatch confirmation and are waiting for delivery, please also check your order confirmation to ensure your order doesn’t include any pre-order items, as these will be dispatched on the pre-order date shown on the product page.

If, after following the above steps, you still believe there is an issue, please email us at hello@thenurserystore.com and our team will be happy to help resolve it for you.

*Delivery availability and timeframes may vary depending on your location. See Delivery Terms.

DPD Parcels: DPD will attempt delivery twice. If both attempts fail, the parcel will be returned to us. Redelivery fees start from £16 and will apply if the parcel is returned due to customer request, refusal, or any customer error (e.g., incorrect address, failure to collect from a pick-up point).

Any rejected delivery or return-to-sender charges imposed by DPD will also be charged in line with the applicable return fees.

For DPD deliveries, you can use the DPD app to arrange alternative delivery options, such as delivering to a neighbour or leaving the parcel in a designated safe location. However, please note:

• If you choose to have your parcel left in a safe place or with a neighbour, this is done entirely at your own risk.
• Once the courier confirms delivery to a safe place or neighbour, the item is considered delivered, and any loss, damage, or theft after this point is outside of our responsibility.
• Transit liability ends when the courier fulfils your delivery instructions, and any disputes after that would be a civil matter between you and the third party or your household insurance.

Furniture Deliveries: For large furniture deliveries, only one delivery attempt is made. If the delivery fails due to customer error, the goods will be returned to the sender and missed delivery fees will apply as follows:

• Up to 13kg: £12.50 per box
• 13.1kg–19kg: £20 per box
• 19.1kg–30kg: £25 per box

Redelivery can take between 7 and 14 days once the applicable fee is paid. These fees also apply if you choose to cancel the order after a delivery attempt has been made, or if a cancellation request is submitted after 2pm on the day before the scheduled delivery.

Please ensure someone over the age of 18 is available at the delivery address to accept the order at the agreed time.

Unlike standard parcels, furniture deliveries cannot be left in a safe place or with a neighbour, and doing so is not permitted by the carrier. Any missed delivery due to unavailability at the delivery address will result in the charges outlined above.

Yes, as long as someone aged 18 or over is present at the delivery address, they can sign for your delivery.

For DPD parcel deliveries: If you leave specific instructions via intercom, building notes, or similar (e.g. asking the driver to leave the parcel in a hallway, lobby, mailroom, or with a neighbour), this is done at your own risk. Such instructions void our transit liability, as the parcel is considered delivered once left where instructed.

Parcels delivered to mailrooms, designated delivery areas within a building, or handed to another person within the building are treated as compliant deliveries, as these are recognised as designated delivery points. Any disputes over the parcel after it has been delivered to the specified address and accepted in this way would then be a civil matter between the recipient and third parties.

Please note: large furniture deliveries cannot be left in a safe place or delivered to neighbours. Furniture must be handed directly to someone at the delivery address, and delivery to the correct location within the building and handed to an adult is considered a compliant delivery.

If you do not wish for your DPD parcel to be left in a mailroom or shared area, please update your preferences in the DPD app before delivery to arrange an alternative option.

We’re sorry to hear about the issue this is not the standard of service we aim to provide. To help us resolve this as quickly as possible, please email hello@thenurserystore.com with full details of the problem.

When you get in touch, please include clear photos of the item, the packaging, and any labels on the packaging. This information really helps us investigate and speed up the process.

If a collection is needed, it will also save time if you can confirm a preferred weekday collection date, allowing at least 48 hours’ notice.

We’re really sorry to hear your item hasn’t arrived in perfect condition — we know how disappointing that can be, especially when you’ve been looking forward to receiving it.

If your parcel or item arrives damaged, please email our customer care team as soon as possible at hello@thenurserystore.com, ideally within 48 hours, and no later than 7 days of receipt. Unfortunately, we’re unable to assist with damage claims raised more than 7 days after delivery, so it’s very important to visually check all items carefully upon arrival and before assembling or using them, as assembly or use of the goods is considered acceptance.

To help us resolve things as quickly and smoothly as possible, please include the following in your email:

• Your order number
• A clear description of the damage
• Clear photos showing the damage, the external packaging, the internal packaging, and the delivery label
• The outcome you would prefer (e.g., replacement, refund)
• A preferred weekday collection date (please allow at least 48 hours’ notice)

If a collection is required, it can only take place on weekdays.

Please note: If you chose a “leave safe” delivery option, this voids the courier’s transit liability. In such cases we are unable to support damage claims for items left without a signature.

We’ll always do our best to put things right without unnecessary stress. Your statutory rights remain unaffected.

If your delivery hasn’t arrived when expected, we’re sorry for any inconvenience this may cause.

Please allow up to 5 full working days from the expected delivery date for your order to arrive. Deliveries can occasionally be delayed due to factors beyond our control — such as bad weather, road closures, or operational issues — so we ask for your patience during this time.

Before contacting us, please also take a moment to check the delivery status:

• For DPD deliveries, you can view live updates, delivery images, and GPS confirmation points via the DPD app or website.
• For large furniture deliveries, you can contact Furdeco directly on 0121 285 5255 for updates.

If your order has still not arrived after 5 working days, please email us at hello@thenurserystore.com, and we will investigate and resolve the matter as quickly as possible.

Important to note:

• Delivery images and GPS co-ordinates provided by the carrier are considered proof of delivery. These confirm the parcel was delivered to the address or designated location and handed over appropriately.
• If you believe the item has not been delivered despite this evidence, it’s essential you notify us immediately after the 5-day window so we can assist further.
• In some cases, where delivery confirmation and tracking evidence conflict with the customer’s claim, the matter may be escalated to the courier for investigation.
• Please be aware that knowingly making a false claim of non-receipt when delivery has been confirmed may constitute fraud and could lead to a criminal investigation by the courier or relevant authorities.

We always aim to resolve delivery issues fairly and quickly while balancing the evidence available to us. Your statutory rights are not affected.

If you’ve placed an order for an in-stock item, we’re unable to amend or cancel it once it has been confirmed, as processing and dispatch begins almost immediately. In these cases, you would need to accept delivery and follow our standard returns process if you no longer require the item.

For pre-order items, changes or cancellations can usually be made up until the point of dispatch. However, please note that pre-order items sometimes arrive earlier than the estimated date, and if they are dispatched before your cancellation request is processed, we will no longer be able to cancel or amend the order.

Additionally, please be aware:

• Once an order has entered the picking or packing stage, no amendments can be made.
• Orders paid via Klarna, Clearpay, or PayPal Credit cannot be amended under any circumstances.

If you have any questions about your order or the returns process, please contact our customer care team and we’ll be happy to help.

Unfortunately, we’re unable to offer international shipping at this time. Our deliveries are limited to addresses within the United Kingdom, including Northern Ireland*.

If you’re based in Northern Ireland, please note that large furniture items are excluded from delivery to this region due to courier restrictions.

If you have any questions about whether a particular item can be delivered to your location, or if you’d like help exploring alternative options, please don’t hesitate to contact us we’ll be happy to assist you.

*For more details regarding delivery exclusions to Northern Ireland, please contact us directly for more information.

If you’ve ordered multiple items, please be aware that they may be shipped separately and could arrive on different days, sometimes via different delivery drivers or couriers. This can happen due to the size, weight, or availability of the items, as well as the logistics of our delivery partners.

We recommend checking your order confirmation and tracking information carefully for each item to stay updated on their individual delivery statuses. If you have any concerns about your deliveries, please don’t hesitate to get in touch with our customer service team for assistance.

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 provided us with a mobile phone number or an email address when placing your order, we’ll send you tracking details on the morning of your scheduled delivery day. This will allow you to follow your parcel’s progress in real time and stay informed about the estimated delivery window.

Tracking updates help you plan ahead so someone can be available to receive your delivery. If you haven’t received any tracking information by the morning of your delivery date, please check your spam or junk folder. For DPD deliveries, you can also download the DPD app here to manage your delivery options directly.

For large furniture deliveries via Furdeco, you can contact them directly on 0121 285 5255 for delivery updates or queries.

If you need any further assistance, please don’t hesitate to get in touch with our customer service team.

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 provided for pre-order items are initial estimates and may be subject to change. While we aim to be as accurate as possible, these dates can sometimes shift due to factors beyond our control.

On rare occasions, even delivery dates for in-stock (non-pre-order) items might be affected by unexpected events such as shipping container delays, carrier issues, or other logistical challenges.

To stay up to date, we recommend downloading the DPD app for real-time tracking and delivery updates on parcel items. For large furniture deliveries, please contact Furdeco directly on 0121 285 5255 for the latest information.

In all cases, we will keep you informed and notify you promptly of any changes to your expected delivery date, so you can plan accordingly. We appreciate your understanding and patience should any delays occur.

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

We want to make the returns process as easy and stress-free as possible for you.

If you’d like to return an item for a refund, simply email our friendly customer care team at hello@thenurserystore.com with the following details:

• Your order number
• The item(s) you’d like to return
• The reason for return
• Whether you’d prefer to use your own courier or book a collection with us

We’ll get back to you with the next steps, including how to pay any applicable return charges (if required) and how to prepare your parcel. We offer label-free weekday collections from UK addresses for your convenience, or you’re welcome to send items back using a courier of your choice.

For hygiene and safety reasons, please note that some products—like mattresses, toiletries, and assembled furniture—may not be eligible for return unless faulty. Our team will guide you through all your options and help find the best solution.

If your item is faulty, we may need supporting information such as photos or videos to assess the issue, and in some cases, we may direct you to the manufacturer for a faster resolution.

We're here to help—just get in touch and we’ll take it from there.

Returns Policy At The Nursery Store, we want you to feel completely confident in your purchase. That’s why we go beyond the standard 30-day refund period. If your item isn’t quite right, we offer a hassle-free exchange for a different size, colour, or style—any time within 365 days of your original purchase, provided the item is brand new, unused, and still part of our current product range. We’re here to help you find exactly what works best for you and your little one.

Returns If you need to return an item, we’re here to make the process as straightforward as possible.

Refunds: We offer full refunds within 30 days of receiving your order.

Return eligibility: To qualify for a return, items must be:

• Brand new
• Unused
• In their original box and internal packaging
• With all tags and labels still attached

Unfortunately, we cannot accept returns if any part of the original packaging is missing or if the item has been used.

Items we are unable to accept for return: For hygiene and safety reasons, we cannot accept returns or offer refunds on the following once opened or unsealed:

• Infant feeding items (e.g. bottles, sterilisers, prep machines)
• Breast pumps
• Mattresses
• Hygiene products (e.g. baby baths, bath seats, potties, toilet trainers)

If you're unsure whether your item qualifies for return, please contact us and we'll be happy to advise.

Please note: This policy does not affect your statutory rights.

365-Day Exchange Guarantee Need a different size, colour, or style? We offer easy exchanges for up to 365 days from your original purchase date, as long as the item is:

• Brand new
• Unused
• In its original packaging
• Still part of our current product range

To request an exchange, please visit our Contact Us page or email us athello@thenurserystore.com. Our friendly product experts are always happy to help you find the right item. If you already know what you’d like in exchange, please include the product name or ID in your message to help us process your request more quickly. If something wasn’t quite right with your original order, feel free to let us know—your feedback helps us improve our recommendations and service.

Items we are unable to accept for return: For hygiene and safety reasons, we cannot accept returns or offer refunds on the following once opened or unsealed:

• Infant feeding items (e.g. bottles, sterilisers, prep machines)
• Breast pumps
• Mattresses
• Hygiene products (e.g. baby baths, bath seats, potties, toilet trainers)

If you're unsure whether your item qualifies for return, please contact us and we'll be happy to advise.

Please note: This policy does not affect your statutory rights.

Your Right to Cancel Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your goods. To do so, simply email us athello@thenurserystore.comwith your order number, or send us a written notice.

We’ve also extended your right to request a refund to 30 days from the date your goods were received, giving you extra peace of mind.

Please be aware that if you are cancelling under your statutory rights, return postage costs may apply unless the item is faulty or not as described.

Your statutory rights are not affected.

Processing Refunds Once your return is received and approved, we’ll send you an email confirming we’ve received your items, followed by a second email once your refund has been processed. Please allow up to 14 working days for the refund to appear in your account. Refunds are issued to your original payment method.

If you need help at any stage, our team is here to support you. Your satisfaction matters, and we're committed to making things right.

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.