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Frequently Asked Questions

 

Frequently Asked Questions and Answers:

 

How do I find items?

If you wish to search for an item within the Pushchairs and Car Seats shop, you should firstly make sure that you have clicked on the orange tab, entitled 'online shop', which will then take you to the online shop homepage shown below. You can then search for a product using any of the three methods circled on the screen below:

 

If you know what product you are looking for, then the best way to search for it is by using our search engine. This is located at the top middle of every page in the Pushchairs and Car Seats shop. Once you have your search results, simply click on the image to view the product and its description.

If you know the product you are looking for, for example a Recaro Young Sport car seat, you may be better off typing "recaro young sport" into the search box at the top of the page. The search engine will search both the name of the product and the product descriptions to produce it's results.

Alternatively, if you know the name of the manufacturer or the brand of the product then you can use the 'Shop by Brand' function located in the left hand navigation menu, above the 'Recommend a Friend' link. The list is in alphabetical order and will produce all the products under that brand name.

If you don't neccessarily have an exact product in mind and merely wish to browse the site, then you can either select one of the images on the homepage, or select any of the departments listed down the side.

The left hand navigation menu appears on every page within the shop, so if you get lost you can always go back to where you started. The Pushchairs and Car Seats shop contains a number of departments and within each department there are a number of sub-categories. For example, the department 'Baby Changing' is helpfully split into the three categories of changing bags, changing mats and changing tables.

The Pushchairs and Car Seats shop is made up of the following departments:

Special offers - This section allows you to view all the items which are on special offer together on one page.

Car Seats - Our car seat section covers a wide range of options, with separate sections on car seats from birth, from 9kg, from 15kg, ISOFIX car seats and car seat accessories.

Pushchairs - These are items for travelling with your baby. You can choose from lightweight pushchairs, travel systems, 3 wheelers, twin pushchairs, pushchair accessories, buggy boards, carry cots, footmuffs, rain covers and sun shades.

Baby Travel - If you are travelling with your baby, then you will find everything you could need in this section. This section contains baby cariers, travel cots, sun protection, waterproof clothing and baby shoes.

Child Safety - Here you will find everything you need for the safety of your child, both at home and when you are out and about. This department contains sections on baby monitors, safety gates, home safety, and harnesses and reins.

Bath Time - Our bath time section contains everything you will need to potty train and bath your baby or toddler.

Nursery - In this department you will find a wide range of nursery items, including cots, baby cribs, children's furniture, sleeping bags, comfortors, mattresses, mattress protectors, sheets and blankets, as well as a selection of items to decorate your nursery with.

Baby Feeding - Here you'll find everything you need to feed your baby from newborn to toddler, including breast pumps, high chairs, bibs, sterilising equipment and cutlery.

Baby Changing - This department contains changing bags, mats and tables - everything you need for your changing your baby!

Toys - Our toy section contains a wide range of toys, including baby bouncers, cot toys, bath toys, CD and DVD's, wooden toys, ride on toys, garden toys, travel toys, learning toys, play mats and soft toys.

Baby Swimming - This department contains everything you need for swimming with your baby or toddler, such as buoyancy jackets, UV Sun hats, floats and UV protection swimwear.

Maternity - In this section you will find useful items for your pregancy, birth and also for nursing your newborn baby, such as pregancy pillows, birthing pools and nursing bras.

Special Needs - This department is divided into three sections: Special Needs Pushchairs, Special Needs Car Seats and Special Needs Feeding.

Pushchairs and Car Seats Showroom - This section contains information about our Pushchairs and Car Seats showroom, including a picture gallery of the showroom, and information on how to contact us, as well as comments left by our visitors.

Gift Vouchers - This department allows you to purchase gift vouchers for use on the Pushchairs and Car Seats site or in the Pushchairs and Car Seats showroom.

We only display products that we actually have in stock. If you cannot see the particular product or colour option that you are looking for, then it is temporarily out of stock. New stock arrives every day so keep checking the website and hopefully your product will be back in stock soon.

If you have any queries, please feel free to email or phone Customer Services where one of our advisors will be happy to help you.

Customer Services contact details:

Email: customerservice@Pushchairsandcarseats.co.uk

Tel: (+44) 01491 821877

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How do I order?

Please follow our step-by-step "How to Shop" guide for a comprehensive guide for purchasing your shopping.

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How much will postage and packaging cost?

Mainland Britain

Unless otherwise indicated on the product page, Pushchairs and Car Seats aims to deliver all orders within 1-2 working days. Delivery is FREE on all orders of £85 or more. Our warehouse is not open on a Saturday or Sunday. All orders under £85 are charged at £3.75 irrespective of the number of items ordered, their weight or order value.

If you specify next day delivery to the UK Mainland at £8.50 then provided we receive your order before 3.00pm we will pick pack and despatch it on the day you ordered for delivery on the next working day.

Deliveries are normally made between the hours of 8.00am and 6.00pm.

If you specify UK mainland next working day before 12 at £12.00 then provided we receive your order before 3.00pm we will pick pack and despatch it on the day you ordered for delivery before 12 noon the next working day (please note - as far as the courier is concerned saturday and sundays are not working days.

Please note
BFPO orders can only go via The Royal Mail so we are unable to deliver any items over 2kg in weight.

Scottish Highlands
Delivery to the following postcodes now fall within the Scottish Highlands. FK17-99, G83, IV1-28, IV33-39, IV52-54, IV63, KW1-14, PA21-33, PA34-40, PH18-26, PH30, PH31-41, PH49-50.Delivery of in stock items within 2-3 working days is £19.75

Scottish Islands, Scilly Isles, The Isle of Wight, Northern Ireland, & Eire.
Scottish Islands includes the following postcodes, HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE1-3. Delivery of in stock items within 2-3 working days is £19.75

Delivery to Northern Ireland and Eire is £19.75 irrespective of the number of items ordered, their weight or order value.

Please Note
If you are placing an order from Ireland (Eire) please note that our card processing system requires a postcode. Please use 0000 for your postcode. Alternatively if you are having trouble placing your order please call us on 01491 821877 or contact customerservice@Pushchairs and Car Seats.co.uk

The Channel Islands and Isle of Man.
For the Channel Islands and the Isle of Man please contact us on 01491 821877.

Please note:
We cannot deliver products outside of the UK or Eire. All of our products are UK specification.

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How do I return items?

Pushchairs and Car Seats is committed to providing total customer satisfaction. Any items purchased from us and returned (at the customer’s expense) within 14 days of delivery, in their original condition, together with original packaging and receipt, will be accepted for a full credit, exchange or refund.

We will only accept the return of 'wheeled' goods for refund (ie. pushchairs and prams) providing they have their original packaging and have not been used on a hard surface. Pushchairs and Car Seats.com Ltd reserves the right to refuse a refund if the pushchair and wheels are found to be marked in any way. This does not affect the manufacturers warranty.

If you have ordered the wrong colour or size then your order will need to be returned for a full refund and a new order and payment placed.

To return goods, phone Brenda on 01491 821877 or email customerservice@Pushchairsandcarseats.co.uk to get a return code (RMA) and send back to:

Pushchairs and Car Seats Returns, Slate Barn, Mongewell Park Farm, Wallingford Road, Wallingford, OX10 8DY

Pushchairs and Car Seats cannot accept responsibility for lost or misdirected returns. For your own protection, you should arrange for any goods to be returned by first class registered post or by courier.

This returns policy is in addition to your statutory rights, which will remain unaffected.

While we make every effort to prevent shipping damage, on rare occasions it may occur. For your own protection, please do not sign for the consignment without checking the original shipping carton for damage. If you have any concerns about your delivery please contact Customer Service on 01491 821877 or email customerservice@Pushchairsandcarseats.co.uk within 24 hours.

Product Warranty

All products available for purchase via the Pushchairs and Car Seats website come with a manufacturer’s warranty of at least 6 months and conform in all material respects with all applicable UK regulations and requirements for baby and nursery equipment.

If part of a product becomes defective over time, please contact Brenda by email at customerservice@Pushchairsandcarseats.co.uk or telephone 01491 821877

How to receive an RMA number

All return requests should be submitted via e-mail: customerservice@Pushchairsandcarseats.co.uk . Please provide us with the following information in order to receive a Return Merchandise Authorization (RMA) number:

  1. Your order number
  2. The name of the product you wish to return, the name the order was made in, and the reason for the return (defective, broken etc.)
  3. Your e-mail address
  4. Whether you want a refund or a replacement
  5. The date you received the item
  6. Potential date of return

RMA Policy

  1. Please request an RMA number before you return the item

  2. Request for an RMA number must be made within 14 days. If damaged in shipping request a number within 24 hours of receiving the item

  3. Please allow up to 48 hours for an RMA number to be issued if requested by email

  4. RMA numbers are valid for 10 days

  5. All items must be in original condition, with all packing materials, manuals, registration cards, and anything else which came with the item included

  6. Please remember to include your packing slip from the original order. You must write your RMA number on the outside of the package

  7. The RMA number is valid for only one item and must match the product authorized for return

  8. When returning goods please send them by recorded delivery or by courier. If the product is damaged, please contact us and we will endeavour to have the item collected from you

  9. Please allow up to 14 days for credit and replacement

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How do I use my discount code?

When you have placed all the items you wish to purchase in your shopping basket, please enter your discount code into the box titled 'discount code', which is circled in the image below. Once you have entered your code, click on update changes.

Your discount will appear in red in the 'order summary' section and the relevant discount will be taken from your total.

Terms and Conditions

Please note:

  • users can only use 1 discount code in any transaction
  • discount codes e.g. Pushchairs and Car Seats shop discount codes, huggies club member discount cannot be combined together
  • if a discount code takes the basket value to below the ceiling for free delivery then delivery charges will apply
  • a new member discount code can only be used once, and is only valid until the end of the month

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Can I get a refund?

If any product you buy from us develops a fault within 30 days of delivery (normal wear and tear excepted) you may return the product to us for a full refund, or we will be happy to exchange it for another item. Items found to be damaged as the result of customer abuse cannot be replaced or refunded.

If you have ordered the wrong colour or size then your order will need to be returned for a full refund and a new order and payment placed.

To return goods, see the above FAQ "How do I Return items?"

Any items you wish to return should be returned by first class registered post or courier, to the following addres:

Returns,

Slate Barn,

Mongewell Park Farm,

Wallingford Road,

Wallingford,

OX10 8DY

We cannot accept responsibility for lost or misdirected returns.

This returns policy is in addition to your statutory rights, which will remain unaffected.

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Do you do international delivery?

Unfortunately we cannot ship goods to overseas addresses.

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How secure is payment?

Your credit card security is our highest priority. Thanks to our advanced encryption technology (secure sockets layer or SSL) your online orders are safe. This technology scrambles your information so that only Pushchairs and Car Seats can read your order details.

Pushchairs and Car Seats uses the payment service VSP from Sagepay. Sage are an approved payment solutions provider for Lloyds TSB Cardnet, Natwest Streamline, Barclays Merchant Services, HSBC, American Express, Halifax, and Bank of Scotland and many more. The VeriSecure Payment system (VSP) is a secure solution that provides an environment for verifying payment card details across the internet. It is secure and reliable, with real time 24 hour transaction processing. VSP has sophisticated security measures, which incorporate digital signatures for validation purposes.

For your safety, customer details are never sent to the merchant - they go via the VSP - safeguarding customer details from potential hackers. Furthermore, unlike the majority of online Payment Service Providers, who receive transaction details through hidden fields sent via the customers browser (which could be tampered with or spoofed), VSP Server talks directly to Pushchairs and Car Seats's web server over a 128-bit encrypted secure channel, exchanging digitally signed messages to register the transaction and notify Pushchairs and Car Seats directly of the authorisation results. This is the securest payment method that we have.

Click here to view our page about 3D secure and our existing fraud prevention measurements

We now accept PayPal as a form of payment
Acceptance Mark

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How secure is your site?

As verified by our SSL Certificate of Authentication from Rapid SSL, we are an extremely secure site and we take the security of our customers details very seriously.

But what does this actually mean?

In the age of e-commerce, Authentication provides crucial online identity. In traditional commerce, people rely on physical credentials - such as a business license or letter of credit - to prove their identities and assure the other party of their ability to transact. For online businesses, there is authentication and security technology. When web visitors connect to websites, they reach one of two kinds of servers. If the servers are secure, visitors will get messages indicating that fact. Similarly, if they are not secure, there may be warnings to that effect. A secure website is one that has been authenticated, a complex process involving public keys/digital certificates, and private keys. The certificate tells users that an independent third party has agreed that the website belongs to the company it claims to belong to. A valid certificate means that users can be confident that they are sending confidential information to the place they think they are sending it to.

Encryption is the security technology, which protects the privacy of information sent over a network. Encryption changes a data stream from bits of information to something that appears random. Anyone who intercepts the encrypted data gets a data stream that doesn't represent any information. It is noise, garbage, and worthless data. In a well designed system, only the intended recipient is able to decrypt the encrypted data stream to recover the information. Encryption is important because Web or eBusiness systems may hold data that you wish to protect, such as personal information. Encryption increases the security of data transmissions, reducing the risk of third-party observers being privy to content.

Before submitting information or purchasing goods, you need to know that the company you are doing business with is who it claims to be. Web shops can buy Server Certificates from many different companies (CAs). But your applications are configured to trust only those Server Certificates that come from a few highly reputable companies. You should in fact trust only those sites that have been verified and authenticated by a trusted third party such as Thawte. Thawte's Digital Certificates provide a means of proving Pushchairs and Car Seats's identity in electronic transactions much like a driver's license or a passport does in face-to-face interactions. A certificate from Thawte enables trusted online sales and application processes for credit cards. Thawte are the second largest Digital Certificate Authority in the world and are used by thousands of large and small companies around the globe.

For further information visit the Thawte website: www.thawte.com

Click here to view our page about 3D secure and our existing fraud prevention measurements

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How do I create a shopping account?

If you do not have a Pushchairs and Car Seats shopping account you will need to create one.

Your shop account is not the same as your Pushchairs and Car Seats membership. You therefore need to create a Pushchairs and Car Seats shop account before you wish to purchase an item on Pushchairs and Car Seats. You will only need to do this once. Once your account is set up you simply sign in each time you wish to make a purchase.

You can create a Pushchairs and Car Seats shopping account by clicking on the sign in link in the Pushchairs and Car Seats shop, which is circled on the image below.

Alternatively, the 'sign in' link is located in the same orange navigation bar on all of the product pages in the Pushchairs and Car Seats shop, so that you can easily sign in before purchasing an item.

If you do not already have a Pushchairs and Car Seats shop account, then once you have clicked on the 'sign in' link, you should choose the option to 'create an account'. This will bring up the screen illustrated below:

 

In order to register, you simply need to fill in the details on the form. However, if you are already a Pushchairs and Car Seats member, then filling in this form is fast and easy, as you can simply click on the 'use my Pushchairs and Car Seats details' link that is circled on the screen above. If you have entered the shop from the Pushchairs and Car Seats site and are signed in on the site then your details will appear as soon as you click on 'use my Pushchairs and Car Seats details'. Please bear in mind that these are the details we will use to deliver your item to you, so it is therefore important that you ensure your details are kept up to date. We also require your telephone number so that the courier is able to deliver your goods.

The 'My Account Login Information' is so that you can sign in and out of the Pushchairs and Car Seats shop. You will therefore need to remember this information for future use. The billing information is so that we can send you an invoice for any goods purchased. At the bottom of the form are two tick boxes, leave the box on the left ticked if your delivery address is the same as your billing address. If it is different then uncheck the box. When you uncheck the box another form will open up, allowing you to input your delivery address.

If you wish to receive our Pushchairs and Car Seats newsletter, then please leave the box on the right ticked. If you do not want the newsletter then uncheck the box. If you are not satisfied with your form at any point, then simply press the 'reset' button and this will clear the form. Press the 'save' button once you are happy you have completed the form. You will automatically receive an email confirming your registration detailing your username and password. You will also be taken back to the homepage as a signed in customer.

Once you are a registered customer you can sign in whenever you want simply by clicking sign in. On the sign in panel is an option for the shop to save your password so that you do not have to type in your email address and password every time you want to sign in. This is not recommended for shared computers.

It is suggested that you sign in when you enter the Pushchairs and Car Seats shop, but there are options to sign in at any stage of the buying process up until you wish to go to the checkout, or you want to look at your account, at which point you will be made to sign in.

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I forgot my user ID or password. Do I need to register again?

Your user ID is your email address, if you forget your email address, you will have to register again. If you forget your password click on 'Forgot your Password?' on the right hand side of the sign in screen, and type in your email address when asked.

Type in the email address that you use for your username on the shop, then press 'submit'. The next screen will confirm that your password has been sent to your email address. Next check your email for an email from the shop entitled "Your My Account login information at http://www.pushchairsandcarseats.co.uk". This email will contain your password. Keep this safe and secure.

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How do I pay for my item?

When you are ready to pay, click on 'checkout' at the bottom right hand corner of the basket. You will be taken automatically to the till, where you can edit either the billing address or the shipping (delivery) address, by clicking on 'edit' on the relevant address boxes. Once you are happy that these are correct, you can add any instructions that you wish to be considered in the notes box underneath the billing address. Finally, check or fill out your card details if you have decided to pay by card online. Red stars by the card boxes show details that you need to input.

When you are happy click 'continue'. One of two things will happen; you will either be asked to correct mistakes with your card details or you will be taken to a new page confirming your purchase details.

Once here, please take note of your order number in case you have any queries. If you are unhappy with anything click on 'back' and make any changes necessary. When satisfied with the invoice click on 'Process Payment' at the bottom of the page. Please only press this if you really want to purchase this item, as once you have pressed this button you will be charged for your goods.

Once you have clicked on 'Process' button you will be taken to a screen confirming your order.

 

When you are satisfied that everything in the checkout is correct, click on the 'continue' button at the bottom of the page, and you will be taken to a new page confirming your purchase details. Once here please take note of your order number in case you have any queries. If you are unhappy with anything click on 'back' and make any changes you feel necessary. When you are satisfied with the invoice click on 'process' to confirm that you would like to pay for your item. When you click on this you will automatically have an invoice sent to you, this is in the form of an order confirmation sheet. You will only receive the item once your payment method has been sent to us and cleared, this usually takes 5-7 days. Please note that once you have been invoiced you have entered a contractual obligation to pay for the item.

Please make cheques payable to carseatsandpushchairs.com ltd, and send to:


Pushchairsandcarseats.com Ltd
The Slate Barn
Mongewell Park Farm
Wallingford Road
Wallingford
Oxfordshire
OX10 8DY

You have now completed your shopping, many thanks!

Click here to view our page about 3D secure and our existing fraud prevention measurements

 

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What can I pay for my item with?

You can pay by credit or debit card or alternatively by cheque. To pay by debit or credit card follow the information in FAQ 'How Do I Pay for my Item', however if you are uncertain about this phone us on 01491 821877. If you do not wish to pay by credit or debit card, you can select to pay by cheque under the option 'order by', which is circled on the screen below:

 

 

Please make your cheques payable to carseatsandpushchairs.com ltd and send them to:

Pushchairs and Car Seats
Slate Barn
Mongewell Park Farm
Wallingford Road
Wallingford
Oxfordshire
OX10 8DY

If you have any problems do not hesitate to call us on 01491 821877

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Can I cancel my order?

If you have not pressed 'process payment ' you will be able to cancel your order at any time, simply by going back, or by using the navigation tool bar. If you have pressed 'process payment ' or and you wish to cancel your order, please contact our Customer Services Department either by email - customerservice@Pushchairsandcarseats.co.uk , or by the following phone number: 01491 821877.

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What is the shopping basket?

This is where items go after you have selected the 'buy now' option. This is the stage before you move to the checkout. You therefore have the option to remove items, change quantities, choose which area of the UK you are shipping too, see how much the items total, add any discounts you are entitled to and select your payment method. The step-by-step "How to Shop" guide will show you through how to do all of the above.

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What is the checkout?

This is where you pay for the items you have selected. In this area you are able to edit shipping and billing details. You are also able to edit your payment details if you have chosen to pay online. The step-by-step "How to Shop" guide will show you how to use the checkout.

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What is my bargain list?

This is a list of items that you would like to buy when on sale rather than at full price. When you place items on this list you will be notified by email when any of these items are on special offer. You are able to edit the list as your wishes change. The step-by-step "How to Shop" guide will show you how to create this list.

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What is my wish list?

Your wish list consists of items that you desire, but do not want to buy immediately. You can easily edit this list and purchase from it when you are ready. The step-by-step guide will show you how to create this list.

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What is my re-order list?

This is a list of items that you know you will need to re-order, by placing items in this list you can later purchase them and you are easily able to edit the list. See FAQ "How do I Add an Item to One of my Lists?" to create your list.

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What is email to a friend?

By selecting this option you can send a person of your choice an email asking them to look at the item you have chosen. This is handy if you see something you think a friend would like or would like to buy you! The facility allows you to send either a link to the item or the whole internet page. See FAQ "How do I Add an Item to One of my Lists?" to create your list.

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What is my account?

Your account is where your registration details are kept. When in this area you can edit your billing and shipping addresses, change your password and subscribe to or un-subscribe from our Newsletter Mailing List. You can also retrieve your password be clicking the link to have the password sent to you. From your account you can also look at your bargain list, wish list, and re-order list. You are also able to sign off so you can keep your information private when not using it. The step-by-step "How to Shop" guide will show you how to perform these functions.

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How do I add an item to one of my lists?

To put an item in one of your lists select the relevant button from the list on the right hand side of the screen underneath the 'order here!' box on your products description page. This will move the item straight onto your list, which you can then edit by going into your account or selecting the relevant list from the tool bar at the top of the page. Please note that the list options will not be available to you if you are not signed in.

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How quickly do you respond to emails?

We will respond to your email as soon as possible, certainly within one working day of receipt and usually much sooner.

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How long have you been trading?

We have been trading since 1996.

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When will I receive my goods?

For both mainland Britain and its outlying areas in stock items are normally delivered to all UK destinations within 2 working days between the hours of 9am and 5pm. If an item will require a different delivery time you will be able to see this on the product's information page, beneath the price of the product. Some nursery goods come direct from our supplier, and so the delivery date will be arranged between the supplier and yourself. If there are any problems we will contact you. We currently use Interlink Express Couriers and Royal Mail First Class Tracked Mail to despatch our products.

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How long is your product warranty?

All products available for purchase via the Pushchairs and Car Seats website come with 12 months warranty (excluding inflatable wheels) and conform in all material respects with all applicable UK regulations and requirements for baby and nursery equipment.

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What is your privacy policy?

Pushchairs and Car Seats respects your privacy. All information you provide to us will be held with the utmost care and security, in accordance with our obligations under UK Data Protection legislation. Pushchairs and Car Seats will not divulge any identifiable information about any of its customers to any third party unless it has first obtained your consent to do so. If you email comments to Pushchairs and Car Seats, we may use them for editorial purposes or in promotional, advertising or marketing materials unless you have expressly asked us not to.

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How can I check availability?

If the product is unavailable then it will not be on the site, or we will specify when the product will be available on the products information page. We only display and sell products that we actually have in stock in our warehouse. But if you would like to check please feel free to contact Customer Services.

Email: customerservice@Pushchairsandcarseats.co.uk

Tel: 01491 821877

We will contact you if the product is unavailable after you have ordered.

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Can I specify a delivery date?

If you would like a specific delivery date please do not hesitate to contact us:

Email: customerservice@Pushchairsandcarseats.co.uk

Tel: 01491 821877

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Are receipts sent with deliveries?

A copy of the delivery note will be sent with your goods.

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Email: customerservice@Pushchairsandcarseats.co.uk .

Tel: 01491 821877

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How can I contact you?

Customer services is your primary contact.

They can be reached by the following methods:


Email: customerservice@Pushchairsandcarseats.co.uk
Tel: 01491 821877 (during office hours: 09:00-17:00, Monday - Friday)


Post:

Pushchairs and Car Seats
The Slate Barn
Mongewell Park Farm
Wallingford Road
Wallingford
Oxon
OX10 8DY

If you have any further queries and none of the guides or help pages answer your question then please do not hesitate to contact us.

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