What to do if there’s a problem with your order
Any order you make from our store should arrive:
- In 3-10 business days
- With the formula you chose for your baby
- Sealed and safe to use
If your order is late or missing
If your order hasn’t arrived within 10 business days, check your shipping confirmation email (this might be in your spam folder) and click the tracking link. This might tell you where your order is (for example, it might have been delivered to a neighbor).
If this doesn’t help – let us figure out what’s happened.
Contact us to tell us about a late or missing order.
If your order is incorrect
Mistakes are rare. But if your delivery doesn’t contain the products you ordered, we’ll send an immediate replacement free of charge.
Here’s how to claim a replacement for an incorrect order:
- Take a photo of the products you received, and their packaging
- Email the photo to us at [email protected] with a short email explaining the problem
- Do this within 3 days of receiving your order (we may not be able to replace products after 3 days)
If your order is damaged
Outer packaging occasionally gets damaged in transit. This isn’t usually a problem, and you’ll still be able to use your formula safely.
If the can or box that contains your baby’s formula is damaged or dented, your formula will still be safe to use as long as it is still sealed.
- If your formula comes in a can: check that the foil seal isn’t broken
- If your formula comes in a box: check that the foil pouch inside isn’t broken
If you find the seal is broken – do not use the formula. Contact us and we’ll send an immediate replacement.
If your baby doesn't like the formula
You’re covered by the Happy Baby Guarantee.
Not all formulas are right for all babies. If your baby doesn’t like their formula, just let us know. We’ll give you a free store credit to try a different brand. Plus we’ll help you choose.
