help & support
got a question that you need help with? Check out our FAQ's below, or contact us
General
what are your opening hours?
our website is open for you 24/7, however if you need to speak to someone our offices are open Monday to Friday between 9am and 5pm
how can i speak to someone?
you can call us on +44(0)1707262200, email us at info@vitalbaby.com or submit a contact us form
do you have an affiliate programme?
if you're interested in collaborating with us, email our marketing team on hello@vitalgroup.co.uk
do you offer flexible payment methods?
yes! We've partner with Klarna to offer you flexible way of paying for your order - just select the Klarna option at checkout
do you offer a warranty on electrical items?
we do! Our warranty terms differ depending on where you purchase your item - have a read below;
for electrical items that are purchased directly from our website, we offer a 2-year warranty
for electrical items that are purchased from one of our retailer partners, we offer a 1-year warranty
Shipping & Returns
how much does shipping cost?
we offer free shipping on all orders over £40. For any orders under £40, a standard £4.95 shipping cost is added to your order at the checkout
who will deliver my order?
our standard delivery partner is Royal Mail, who deliver our orders via their Tracked 48 Hours service.
once you've placed your order, you should receive an email from our delivery partner to let you know when you parcel is on it's way
how long will it take to receive my order?
for orders placed before 14:00 on weekdays, we aim to process and dispatch on the same day via Royal Mail’s Tracked 48 hours service.
orders placed after 14:00 on weekdays will be processed and dispatched the next working day.
orders placed after 14:00 between Friday and Sunday will be processed on the following working day.
what is your returns process?
If, for whatever reason, upon receiving your order you no longer want it, you are free to return it to us within 14 days of your purchase date for a full refund. Please note;
- products must be unopened and complete in their original packaging.
- you will be responsible for the cost or returning any unwanted items. We strongly recommend you use a tracked, 'signed for service' if returning items.
- ensure that you attach a copy of your order confirmation to allow us to know that the return has come from you.
all returns should be sent to:
Vital Baby Returns, Unit 16 The I.O. Centre, Hearle Way, Hatfield, Hertfordshire, AL10 9EW
do you deliver outside of the United Kingdom?
not right now, but it's something we're working on. If you are outside of the United Kingdom and would like to place an order, please contact customer service at info@vitalbaby.com and the team will be happy to assist you
Orders
where is my order?
you should have received an email from one of our delivery partners to let you know your parcel is on it's way. If you were logged in to your account when your order was placed, sign in to check for updates or contact us
I’ve placed my order with the wrong delivery address.
If you complete your order and notice that the delivery address is incorrect, please immediately call customer service on +44(0)1707262200 during working hours (Monday to Friday – 9am to 5pm).
If you have placed your order outside of working hours, please email info@vitalbaby.com, quoting your order reference number and provide the correct address.
If your order as not yet been dispatched, we will do our best to change the delivery address for you.
my order has arrived damaged
If your order has arrived damaged, send us an email to info@vitalbaby.com with your order number, a short description of the issue and any photographic evidence you can provide.
our team will then review and contact you to resolve this issue as soon as possible
I have received the wrong item or have items missing
If your order has arrived and isn't what you expected, send us an email to info@vitalbaby.com with your order number, a short description of the issue and any photographic evidence you can provide.
our team will then review and contact you to resolve this issue as soon as possible
I think my product is faulty
If you think that you have a faulty product, please send us an email with as much detail as possible, including videos, images, order number and proof of purchase, or contact us
our team will do their best to resolve your issue as fast as possible
how do i register my warranty?
you can register your warranty on our warranty page