Frequently Asked Questions and Answers

How do I open an account with you?

It's easy. Click on our 'register' tab and fill in our online application form with as much information as possible. If you meet our trading requirements we will contact you by e-mail for evidence of your shop such as a premise lease agreement, utility bill, company registration certificates and perhaps photos of your shop. After a satisfactory review of this you will be e-mailed account confirmation details and be able to log into the website and order.

My Shop is Not Open Yet - Can I Buy From You?

As you are not currently trading in the baby and nursery industry, we are unable to provide you with trade access at this moment. However, if you register with us, then in order to facilitate your research and decision-making we would be willing to supply you the price list of ONE brand of products of your choice - providing that your businesses trading intentions conform to our trading terms point 4. We would also advise that our pricing structure is the same as buying direct from the manufacturer and that the key advantages of buying through us is the ability to mix and match your purchases of leading brands, one low minimum order value, next day delivery service and ease of ordering.

What is the Minimum Order Value or Quantity per Item?

There is no minimum order value. However, carriage to UK customers is free on orders above £200 (excluding VAT), overseas customers are subject to carriage costs calculated on a per shipping box charge. Most products are available in single units, where they come from the manufacturer in a mix assortment then the lowest dominator will be the pack size. This information can be found on the price list.

Do you have a file of Barcodes for products?

Barcodes for all products can be found in our price list which can be downloaded in PDF or into Excel. Log into your account and press the 'price list' tab. You can download the entire stock listing or filter by brand.

Can I use your pictures and descriptions for my website?

You may use our pictures and descriptions for your website if you are purchasing from us. We do not supply CSV files therefore you must copy and paste to retrieve them.

Where can I find the Price List?

Our full price list is available online to registered retail users who can log in and press tab 'price list' to download prices by brand, previously ordered items or all items directly into excel or in PDF format. Unfortunately, we will not be able to provide price lists to any other parties though we can advise that prices are the same as manufacturer trade prices. The pack size mentioned is the minimum multiple of units that need to be purchased for a given product (in most cases this is 1 unit). The carton size is the manufacturer’s original carton quantity, should retailers require unopened outer boxes.

Do Your Prices Include VAT?

The trade prices are exclusive of VAT and applied at checkout for applicable customers. The U.K. SRPs (suggested retail prices) are inclusive of VAT.

How can I apply for a credit account?

Unfortunately, we are unable to offer credit terms to any of our accounts. This is predominately down to the costs involved in managing and arranging such facilities, particularly given both the vast geographical location of our customers and company types. However, it allows us to keep prices down, offer loyalty credit and focus on a quick dispatch.

When will I get my Loyalty Credit?

Loyalty credit will be automatically credited to your account on the anniversary date of your first order with us. You can check how many days are remaining in your loyalty year and how much you need to spend to reach the next band of rewards by logging in and pressing tab 'my account' and looking under 'Loyalty Scheme'. Further information can be found in the Loyalty Credit section.

My account has been deactivated

All accounts are deactivated if no order has been placed within 6months of opening an account. Please e-mail sales@babybrandsdirect.co.uk with your shop name and we will review your original application and contact you to re-open your account.

When is an item back in stock?

Please log in and check our 'stock updates and deletions' page for the most up to date information that we have from our manufacturers. Alternatively you can go to the product on our website and if it is marked as out of stock an 'i' for information icon will appear which you can mouse over to obtain the next expect stock in date.

Where is my Order?

If you have received an order confirmation from us then you can check the progress of your order by pressing the 'order status' tab when logged in. Here you will see a list of all your orders and their status where 'outstanding' means that the order has been received and 'completed' indicates that it has been shipped in full. 'Part Dispatched' indicates the order has been sent but that there is a backorder associated with it. Press the 'view dispatch details' to see what items have been shipped and to also obtain the courier tracking number.

Please note if you have paid for your goods at checkout then you can expect delivery of your goods the following day (order cut off time 2pm to mainland UK). If you have not paid for goods at checkout then you will receive by e-mail a 'payment request' detailing the amount required to release the goods that are packed and ready for dispatch. We request your early payment co-operation to ensure prompt dispatch of goods.

Add to a Backorder

Please login into the website and press the ‘order status’ tab. You will see an icon in the ‘view and amend’ column which you can press. This will open up a window for you to type the product codes and quantities you require. Please note you can only add up to £150 worth of stock. Your updated order will automatically be processed by the warehouse as soon as there is £50 worth of stock to ship or less if your entire backorder order can be completed.

Cancel a Backorder

If you prefer for all your backorders to be automatically cancelled please e-mail us your account number along with this request so that we can apply this to your account settings. Alternatively, please e-mail or phone through to us the order numbers for any individual orders that require cancelling. 

Report a Faulty Item

If an item is received with a manufacturing fault or been reported as faulty by a consumer you will need to follow our online faulty product enquiries form which includes helpful information from the manufacturers. Your efforts here are much appreciated and will ensure the most appropriate and efficient course of action is taken. We will not process credits or replacements unless this form is completed.

You can access the form by logging into your account, pressing ‘My Account’ and then ‘log faulty item’, then select the brand, followed by the product name and follow the online questions. You will require your invoice number and if possible images or video clip of the issue which you will be prompted to uploaded. Once submitted through the system you can monitor the progress of the enquiry through your 'enquiries' tab.

Make a Payment

If you have checked out by bank transfer or had any payment issues while checking out through other payment options available you can still send payment for your order through the following methods:

  • Bank Transfer – Account name: Baby Basics UK Ltd, Sort Code: 207858, A/C no. 70396605
  • Pay Pal – Send payment to accounts@babybrandsdirect.co.uk
  • Repeat Sagepay – E-mail us with permision to take a repeat payment from a previous transaction via SagePay checkout
  • Credit/Debit card – Call us on 0845 370 8370 to take payment with your card details

With all methods, your co-operation in ensuring your account no. is referenced is most appreciated.

Invoice and Credit notes

A copy of your invoice is e-mailed to you when your order is dispatched. You can also obtain it by logging into the website and clicking on the tab 'Invoice and Credit notes'. Here you can select your required date range and download and print off the required documents.

Account Statement

Occasionally money you have paid will not exactly match an invoice value. This could be due to an item being put on backorder at the time of payment, or money on account being used towards another order that was dispatched first or items being added or removed from the order. Therefore, when you log into the website there is a tab called 'activity log' please check here to view all activity over a certain date range. This will clearly show you money paid, items added to or removed from orders, invoices, credit notes, and account balance updates. You can also print this off for your records.

What are the Delivery Charges?

Delivery to mainland U.K is free on all orders above £200. For export customers shipping to a U.K. based freight forwarder, the drop ship service fees will apply. All other customers can view current carriage costs here.

Item Damaged in Transit

We do take the upmost care to ensure no goods or packaging are damaged in transit but in the event that it does we will need you to fill in our online faulty product form which includes a section for you to upload an image of the product. Your efforts here are much appreciated and will ensure our swift action which you will be able to monitor through the 'enquiries' tab accessible once logged in.

How Much Fits in a Box or Pallet?

This will depend on the mode of transport and what goods have been purchased. The standard boxes used are 60cm cubed, however items like play gyms will not all fit in this size box due to their length and in this case a box of approximately 77cm length by 47cm width by 47cm depth will be used. Pallet bases are 100cm by 120cm and built to a maximum height of 150cm for air and 220 for road/sea transportation.

Supplying Baby Brands Direct

Thank-you for your interest in supplying us. Please may we ask that you e-mail our buying team on procurement@babybrandsdirect.co.uk with a presentation or introductory e-mail about your brand and products with SRPs. We will of course be in touch if we believe it would be in our customers' interests to add to our portfolio.