Frequently Asked Questions

General

Where can I buy Obaby products online?

We have a wide range of customers that can deliver all across mainland UK! You can view our approved online stockists here!

You can also purchase items directly from us on our website!

I want to see a product before purchasing, is there a store near me to view it?

Our store locator  shows our stockists, you can also filter by range if it is a particular product you are looking for.

I have misplaced my instruction manual, where can I get another copy?

Please contact our team by submitting a support ticket who will be able to provide you with the correct manual. You will need to find the product label and quote the batch number to get the correct version.

These FAQs do not help, I still need to contact you.

If you need to contact us still please raise a support ticket and we will do our best to answer within 2 working days where we can.

Payments

How can I make payment?

Any purchases of our products will be paid to the retailer you have purchased this from.

If you are looking at placing your order through our website, then you can choose to pay in any of the following methods;

  • Card (Visa Debit, Visa Credit, Mastercard and American Express)
  • Apple Pay
  • Paypal
  • Klarna – 3 interest-free instalments

If you have spoken with our aftersales team and we require a payment to resolve your query, then we can take a card payment over the phone. The card types we accept are; Visa Debit, Visa Credit and Mastercard. Unfortunately, we cannot accept American Express cards over the phone. If you cannot make payment via card, then please mention this to our aftersales department so we can organise another way for payment to be made.

Refunds

How can I return my products?

If you want to return your product for any reason, you need to contact the retailer you purchased the product from as this is who you made payment to and with whom your contract lies.

If you purchased your product from us, then our aftersales team will be able to advise you of the process. You can contact them by submitting an enquiry form here.

How do I receive a refund?

The refund will come from the retailer you have purchased the product from as this is who originally took your payment. Obaby can not refund the end user as we would credit our customer (the retailer).

If you placed your order through our website you will be refunded in the same method that your payment was originally made in. This will take up to 3-5 working days from the date of process.

Emails from Obaby

I am not receiving Obaby emails

If you are not receiving emails from Obaby, please try these suggestions below;

  • Please ensure that you have checked your spam/junk folders for any emails incase they have gone into either of these folders.
  • If there is nothing from us in your junk and spam folders, it may be your whitelist, please add shopping@obaby… Please see below for help

You can whitelist an email by:

Gmail

If you’re using Gmail as your email provider, it’s easy to set things up so that a given sender is whitelisted for all future communications. The Gmail whitelist process can be done quickly through the web client:

    1. Click the settings button (in the top-right corner of the screen), then select “Settings” from the resulting drop-down menu.
    2. Navigate to the tab labeled “Filtered and Blocked Addresses” to access information about your existing filters.
    3. Select “Create a new filter” and enter the emails or domains you want to whitelist.

To whitelist a single email address, for example, type the entire address. On the other hand, if you’re trying to whitelist every sender from a certain domain, type the domain alone, such as “@yahoo.com”. This will tell Gmail to approve every email from a Yahoo sender.

      1.  Click “Create filter” to approve the new filter, then mark “Never send to Spam” to whitelist every email within the filter. You can also choose to Star these emails, apply a given label, or mark them as important.

Outlook

Whitelisting a domain or specific email address in Outlook.com is just as easy and works by adding the address or domain in question to a group called “safe senders”. An address that has been added to safe senders will be pushed to your inbox regardless of your spam filters. To add an address or domain to safe senders:

  1. Click on “Settings”, then “View all Outlook settings”.
  2. Go to “Junk email”, then choose “Safe senders and domains” or “Safe mailing lists” to select the domain or email you want to whitelist.

  1. Enter the domain name or email address you wish to add to Safe senders. Make sure to include the @ character for domain names in order to only whitelist emails with the exact string of characters you entered (and nothing more).

Alternatively, you can simply add an individual email address that has sent you an email to your Outlook Contacts. Though they lead to the same result, this method is quicker and more efficient than manually entering information.

Mac OSX Mail

To whitelist all email from a specific domain in the Mail app in Mac OS X or macOS:

  1. In the Mac OS X Mail top menu, click Mail Preferences.
  2. Click the Rules tab.
  3. Click Add Rule.
  4. Type a name in the Description field, such as “Whitelist: example.com,” to identify the new rule.
  5. For the conditions, set the first dropdown menu item to any, so that it reads: If any of the following conditions are met.
  6. In the next two dropdown menus, select From in the first, and Ends with for the second.
  7. In the text field following Ends with, enter the domain’s name that you want to whitelist. Include the ampersand “@” before the domain name to make the filter specific — for example, to whitelist all mail from the whatever.com domain, but not mail that might come from one of its subdomains (such as @subdomain.whatever.com), type “@whatever.com” into the field.
  8. Click the plus sign next to the last condition to add another domain with the same criteria if you want to whitelist more domains.
  9. In the Perform the following actions section set the three dropdown items to:Move Message, to the mailbox: Inbox (orspecify a different target folder of your choosing).
  10. Click OK to save the rule.
  11. Close the Rules window.

Junk Mail Filtering Settings in Mac Mail

Junk mail filtering is active by default in the Mail app. You can find these settings by following these steps:

  1. In the Mac OS X Mail top menu, click Mail Preferences.
  2. Click the Junk Mail tab.

You can customise your junk mail filtering settings, including specifying where junk mail should go and defining exemptions for junk mail filtering. You can also reset the existing Junk filtering rules by clicking the “Reset…” button.

Orders

How can I get a copy of my invoice for my order?

To obtain an invoice you will need to contact the retailer you purchased the products from.

 

If you have purchased your order from our website, your invoice will be emailed to you on dispatch of your goods.

Who is my contract with?

Your contract is with the retailer from whom you have purchased the products.

If you purchased your product(s) through our website, the contract will lie with ourselves.

I require a spare part. How do I get one?

No problem! As your contract lies with the retailer you purchased your product from, please contact them.

If you purchased your product(s) through our website, please contact one of our Aftersales Team by submitting a ticket. Thank you

My product has a fault, what do I do next?

If you are reporting a fault within 28 days of receiving your product, then please get in touch with us by raising a support ticket, we will do our very best to resolve this directly.

If you are reporting a fault on a product you purchased over 28 days ago, you need to contact your retailer as this is whom your contract lies with.  

My parcel has arrived damaged.

Unfortunately, these accidents happen and we apologise for this inconvenience! If your item is damaged please raise a support ticket and one of our Customer Service Team will get back to you as quickly as possible. Please send them your full order details (Retailer, order number and full address) and they will be happy to help.

If your item was purchased through a third-party retailer, in the first instance you will be required to contact them to resolve the matter.

I have received an incorrect item?

We are sorry that you have been sent an incorrect item and we apologise about the inconvenience! However, don’t worry! Just raise a support ticket and send them your full order details (Retailer, order number and full address) and our customer service team will sort this out for you.

If your item was purchased through a third-party retailer, in the first instance you will be required to contact them to resolve the matter.

I have not received my full order?

If this has happened, we are sorry. Please contact our Customer Service Team by raising a support ticket send them your full order details (retailer, order number and full address) and they will be happy to help.

If your item was purchased through a third-party retailer, in the first instance you will be required to contact them to resolve the matter.

Delivery

Is the delivery time flexible?

Unfortunately, our couriers do not offer a time slot delivery service, however if you are not available when the first delivery attempt is made then our couriers will try to leave the products with your neighbours, failing this they will make two more attempts on two consecutive business days. If delivery has not been successful by then, the goods will be returned to Obaby in which you will need to contact the retailer to get a refund or re-place the order.

Please also note that we require a signature upon delivery.

What happens if I miss the delivery?

We understand that you are not always available when the couriers attempt delivery, therefore our couriers will try to leave the products with your neighbours, or will leave a card through your post box for you to contact and arrange a suitable delivery date. Failing this they will make two more attempts on two consecutive business days. If delivery has not been successful by then, the goods will be returned to Obaby in which you will need to contact the retailer to get a refund or re-place the order.

Please also note that we require a signature upon delivery.

Do you deliver internationally?

Unfortunately we do not ship internationally however some of the retailers on our stockist list may be able to deliver Obaby products outside mainland UK.

How can I track my order?

You will be given a tracking number and the name of the courier used from the retailer that you have purchased our products from. You will be able to find a ‘track my parcel link’ on the couriers website.

If you have purchased your order directly from our website you will be sent a dispatch email. This email will contain your tracking number with a link to the couriers website.

Do you have any delivery restrictions?

Unfortunately, we currently only deliver to Mainland UK. Below is a list of postcodes and locations we are unable to delivery to;

BT – Northern Ireland

IM – Isle of Man

IV/HS/ZE/AB/KA/KW/PA/PH – Scottish Highlands

GY – Guernsey

JE – Jersey

PO – PO Boxes

TR – Isle of Scilly

In the event that an order is placed with one of the listed postcodes, the order will be cancelled, and a full refund issued. We apologies for any inconvenience this may cause.

Some of the retails on our stockist list may be able to delivery Obaby products to your postcode/area, however it is always best to check before ordering to avoid disappointment.

Products

Can I get into the cot bed with my child?

We would not advise this as the cots and cot beds are not built for adults, however if you do it would be at your own discretion and note that this will invalidate your warranty with us.

What are your cot bed's made out of?

This differs between each product, please submit a support ticket for further information.

Is there a weight limit for the under drawer range?

The weight limits for each under drawer are as follows:

100 x 50 = 15kg

120 x 60 = 20kg

140 x 70 = 25kg

What is a suitable gap between the mattress and the cot bed/cot?

The gap should be no more than 29mm (please note, this is measured by placing the mattress flush to one corner of the cot, then measure the two remaining gaps individually).

Does the Stamford Luxe bed rails fit other cot beds?

Unfortunately these do not fit any other cot beds

Do your under drawers fit all of your cots / cotbeds?

Please ensure that you check the size of the Under Drawer matches the cot.  You will be able to find this measurement by looking at the size of the mattress required as they will be the same.

What are the 3 base heights on the Stamford mini/classic/luxe cot bed?

Measurements in millimetres, from the floor to the top surface of the base;

Stamford Classic: Bottom – 232, Middle – 382, Top – 532

Stamford Luxe: Bottom – 289, Middle – 439, Top – 589

Stamford Mini: Bottom – 223, Middle – 348, Top – 509