Welcome to the Obaby FAQ page!
We’ve had a chat with our lovely team and put together a list of the questions we hear most often from our amazing customers (because who doesn’t love a good list?). We've packed this page with as much helpful info as we could, and we hope it gives you the answers you're looking for. If there's anything else you need or if you just fancy a chat, we’re always happy to hear from you — don’t hesitate to get in touch!
How can we help?
General
Where can I purchase Obaby products?
We are lucky enough to work with amazing retailers.
Whether you like to visit local stores or prefer to shop online, you can find details of our stockists here approved online stockistsstore locator
Did you know you can also purchase items directly from our website?
I love my new Obaby item, and want to make sure it is registered for the 2-year guarantee
We kindly ask that you check all of your products within 28 days of delivery to ensure you're happy with their condition. There's no need to register a warranty—your purchase details are securely stored with us. Should you experience any manufacturing issues within two years of delivery, please don’t hesitate to contact our friendly customer service team. We’re always here to help!
How do I order a replacement part and get a copy of the user manual?
If you have put the fittings for your cot in a safe place, (but the trouble is you can’t remember where that safe place is), or you need any other replacement parts for your Obaby item, please get in touch with our Customer Service Team.
You can send them a message here
You can easily access your user manual on our website by clicking the below link:
Gift Vouchers
Did you know you can surprise a special someone with an Obaby gift voucher?
You can order through one of our friendly customer service team by messaging them here
Just let us know how much you would like the voucher to be for, and we will process your order and email it over to you!
How can I contact you?
Don’t get us wrong — we love a good chat on the phone!
But the best way to reach us is by sending an email with all the relevant details. This helps us help you faster! Please include:
- Your full name
- Delivery address
- Any relevant images
- Part numbers (from the instruction manual)
- The batch label (usually found on the product)
Once you hit send, you’ll receive a confirmation to let you know we’ve got your message. From there, one of our brilliant team members will pick it up and work on getting everything sorted for you as quickly as possible!
Obaby Offers & Promos
We all love a good bargain! Check out our SALE for current offers and promos.
**Obaby reserves the right to cancel offers and discount codes without prior notice**
Returns and Refunds
How do I return my product?
We really hope you love your new Obaby product, however if for any reason you need to return it, please get in touch with your retailer.
If you purchased your product from us, then our lovely Customer Service Team will be happy to help. You can contact them here and they will get back to you as soon as possible. For more info on our returns policy, please visit our websiteCancellation and Returns Policy - Obaby
How do I receive a refund?
Once your item has arrived back, we will have a chat with your retailer to let them know.
They will then process your refund directly. If you purchased from our website, your refund will be with you 3-5 working days after the item has been collected, and received by us. Please contact our Customer Service Team here to book a return, or to discuss returning your item
I need to cancel my order
If you have ordered through one of retailer friends, then please get in touch with them to cancel your order.
If you purchased your product from us, then our lovely Customer Service Team will be happy to help.
You can contact them here and they will get back to you as soon as possible. For more info on our cancellation policy, please visit our website Cancellation and Returns Policy - Obaby
Payments
What methods of payment do you accept?
We know deciding on anything for your little one is so important, and we are over the moon you have chosen Obaby. Once you have found your perfect item you can pay via our website using any of the following methods.
- Card (Visa Debit, Visa Credit & Mastercard)
- Google Pay
- Shop Pay
- Apple Pay
- Paypal
- Diners Club
Orders
Please can I have an update on my order?
We know how exciting it is when you order your dream nursery furniture, and you cant wait for it to arrive!If you have purchased your order from one of our retailers, please get in touch with them, and they will let you know when your order is ready to go.
If you have purchased directly from us, please send a message to our customer service team, and they will be happy to keep you updated. You can contact them here.
How do I order a replacement part and get a copy of the user manual?
If you have put the fittings for your cot in a safe place, (but the trouble is you can’t remember where that safe place is), or you need any other replacement parts for your Obaby item, please get in touch with our Customer Service Team.
You can send them a message here They can also send you a copy of the manual, so you can make sure you have everything you need.
There is an issue with my order
If you’ve received an incorrect, damaged, or missing item and made your purchase through a retailer, please reach out to their customer service team directly for assistance.
If you purchased directly from Obaby, our customer service team is here to help and will respond as promptly as possible.
When contacting us, please include your full order details—such as your name and delivery address—to help us locate your order quickly.
To further speed up the process, we kindly ask that you provide any relevant images, part numbers (found in your instruction manual), and the batch label. This information allows us to resolve your query more efficiently and provide the best possible support.
Delivery
How will I know when to expect delivery?
Your retailer will let you know which courier will be delivering your parcels, and how you can track your order.
If you have purchased directly from our website you will be sent a dispatch email. This email will contain your tracking number, along with a link to the couriers website.
What will happen if I’m not at home when my parcel is delivered?
If your parcel is being delivered by Yodel, we recommend downloading the Yodel app. It gives you access to their convenient in-flight options, such as requesting the driver to leave your parcel in a safe place, changing the delivery date, or arranging for it to be left with a neighbour. Plus, if Yodel splits your delivery into multiple parcels, the app allows you to track all of them in one convenient place.
You can easily track your deliveries using the link below, making the process quick and convenient for you. www.yodel.co.uk/yodel-appIf your parcel is being delivered by DX and you miss your delivery then don’t worry they will attempt another day and leave a card to let you know.
You can easily track your deliveries using the link below, making the process quick and convenient for you. my.dxdelivery.comIf your parcel is being delivered by AIT, you will receive text and email notifications with your tracking link.
You will also receive a 2-hour time slot the day before delivery.
You can easily track your deliveries using the link below, making the process quick and convenient for you. www.aitworldwide.com/contact-us/shipment-tracking-inquiriesIf your parcel is being delivered by Arrow, you will receive text and email notifications with your tracking link.
You will also receive a 2-hour time slot the day before delivery. They will also call you 30 minutes before the delivery to ensure you are available for delivery. You can easily track your deliveries using the link below, making the process quick and convenient for you. We recommend downloading the Arrow app for ease when tracking your delivery.askaxl.co.uk
How can I track my order?
If you purchased through a retailer, they’ll let you know which courier is delivering your parcels and how you can track your order.
If you ordered directly from our website, you’ll receive a dispatch email once your order is on its way.
This email will include your tracking number and a handy link to the courier’s website so you can keep an eye on your delivery.
I haven't received all of my items
If you have only received part of your order, dont worry! Yodel treat each box as a separate consignment, which means occasionally deliveries can be split.
You should receive a tracking reference for each box, which will allow you to track the remaining parts of the order.
If your remaining items have not followed on, or you have missing items from an AIT delivery please contact our Customer Experience Team on support@obaby.freshdesk.com.
My tracking doesn't work
If your order is being delivered by AIT you will be sent a 2-hour time slot by text or email the day before delivery.
If your order is being delivered by DX, the courier will send you an email with a link to your tracking info.
If your order is being delivered by Yodel, the tracking reference will go live once the item arrives at the depot. This is usually within 24 hours.
If you still cannot access the tracking after this time, please email our Customer Experience Team on support@obaby.freshdesk.com.
Where do you deliver to?
We currently only deliver to Mainland UK. Below is a list of postcodes and locations we’re unfortunately unable to deliver to at the moment:
IM – Isle of Man
GY – Guernsey
JE – Jersey
TR – Isle of Scilly
If your postcode is listed above, don’t worry — some of the amazing retailers may be able to deliver Obaby products outside Mainland UK.
We always recommend reaching out to them directly before placing an order to avoid any disappointment.
My items are being delivered by DX
DX delivers right to your doorstep, which is super convenient! However, please note that their drivers aren’t able to enter your property.Because of this, we highly recommend having someone with you to help bring the boxes inside — especially as some items can be a bit bulky.Thanks for your understanding, and we hope you love your new Obaby pieces!
Want to make friends?
Follow us!
We love making new friends! Please follow us on social media for updates on our products, nursery inspo, competitions, baby chat and loads more:
Have some feedback for us?
We really love hearing what our customers think about our products and service. If you have any feedback for us, or would like to read our reviews please visit:Obaby Reviews | Read Customer Service Reviews of www.obaby.co.uk (trustpilot.com)
Want to join the Obaby gang?
Want to be part of the Obaby gang? If you would like to have a chat about collaborating with us, or if you have any other PR or Marketing enquiries, please email our team on:
marketing@obaby.co.uk