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 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.

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. 

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.

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 excited to receive it.

If your parcel or item has arrived damaged, please email our customer care team as soon as possible at hello@thenurserystore.com, ideally within 48 hours of receiving your delivery.

To help us resolve things quickly, please include:

• Your order number
• A brief description of the damage
• Clear photos of the damage and the packaging (including the label if possible)

This helps us investigate with the courier or supplier, and get a replacement or solution to you as quickly as possible.

We’ll always do our best to put things right without added stress. Your statutory rights aren’t affected.

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

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.