- Can I return my order?
Baby formulas and baby food are highly hygienic products and considered non-returnable items.
In order to protect the integrity and safety of our formula inventory, we do not accept returns. Our products all come to us direct from the manufacturers in Europe, which means we are in control of their handling and storage every step of the way before they reach our customers.
If your baby doesn’t like the product initially, then please kindly remember that your little one may need to get used to a new formula. We take safety extremely importantly and once the food has left our hands we cannot accept it back. As parents we know how critical it is that you receive safe product of excellent provenance.
If, however, the inner foil containing your formula powder arrives damaged or compromised, please contact us at [email protected] for resolution.
- Should I be concerned if the can or box was damage during the shipping?
If the cans or boxes arrived with damage, then you will need to check that the internal pouch or the aluminum seal. Most formula comes in an 800g tin that are fragile, and these can easily dent during transit and handling by the mail carriers. While the dents may look slightly unpleasant, they do not at all harm the formula, and it is still 100% safe to use so long as the seal is intact.
- How if I receive wrong item?
Please reach out to us immediately if you receive wrong item, and we will make it right. We will not refund the formula that has been opened and used.
- Cancellation Policy
We can cancel order only before it's processed or shipped. However, 3% credit card transaction fee will be minus to the total refund.
Credit card processing fee from payment provider is non-refundable, it means we don't get the money back when the customers change their mind. It sadly make a huge impact on our overall cost of transaction. We also work around the clock to prepare your order and have it shipped out as soon as possible. Your order might be packed and ready to shipped out, before you receive the shipping confirmation.
- Damaged Products
When a boxed item is received with a pierced interior bag or a punctured can, we consider the item to be damaged (for canned items). Even though we take great care to avoid cosmetic damage from happening during delivery, commodities that are received with cosmetic flaws like dents in cans or wrinkles in boxes are not regarded as damaged goods from the perspective of a refund. Within three days of receiving your package, you must report any damage to [email protected]. Please save your original packaging, which will be given to the appropriate delivery carrier as proof. Send us a photo for visual proof of received product next to original packaging showing the label.
- Refunds
Once we've resolved your issue, we'll let you know and let you know whether or not a refund was approved. If accepted, a refund will be made automatically using your original payment method. Handling fee and shipping fee may be deducted from your refund. Please keep in mind that processing and posting the refund to your account by your bank or credit card provider can take some time.
NOTE: Once your order leaves our facility, we are not responsible for packages that are lost, stolen or delivered to a wrong address. It is your responsibility to check your shipping address while placing your order. We do our best to ship orders as quickly as possible, and the shipping address can not be changed once it leaves our facility. If your package shows as delivered and you did not receive it, you need to inquire with your mail carrier for help locating it. Don't forget to check with neighbors, if it may have been delivered to the wrong address. Delivery issues are out of our hands, and we can not replace lost or stolen packages.***
