Frequently asked questionsCOVID-19 updated 17/05/2020
The website is currently open for accepting orders.
The office is working from home so communication is only available via the website and email, we are not monitoring phone calls.
The warehouse is on a skeleton staff.
We are having daily collections Monday through Thursday, no dispatch on Friday and we are not working weekends. It is not possible for us to send on the same day as payment. Each paid order goes into a new pick/check/pack/send batch . These batches are currently taking 1-2 working days to process from start to end. Amendments to orders once they have entered these streams will require the order to go back to the start of the 1-2 days.
Whilst of course I would love to process the orders faster, there are real people, my staff, their families, and our community and COVID-19 involved in my decision process. Please do bear this in mind when frustrated when told that something is not currently possible in this unique situation.
We continue to book on a next day delivery with the couriers and the vast majority of boxes are being delivered on time. however there are some that are delayed, please do build in a few days into your requirements for delivery. I will send tracking details for every parcel. I cannot approach the couriers for more information than the tracking given until the parcel has been with them for three working days i.e. the ETA day plus two.
Keep safe and a heart felt thanks for your support in these difficult times,
___________________How does the order/payment/delivery process work?
-On order placement you will receive an automatic email acknowledgement of "Pending" status.
-We then pick and pack your order and for international customers find our best shipping quote and adjust the invoice. An email is then sent confirming the order status is now "Awaiting Payment" and instructions of how to pay.
*Please note that we pick every order prior to requesting payment, therefore orders placed at night or over the weekend will not change from "Pending" to "Awaiting payment" until we have picked the order the next working day.*
socDo you have a minimum order quantity?
-No. However please be aware of the shipping costs and discounts we can apply on orders over £150 and £250( pre-VAT) , to minimise your shipping costs : Shipping and returns How can I pay?
-We accept paypal and use worldpay to process credit/debit cards over the phone or via worldpay's secure Internet payment gateway . You may request our bank details for bank transfer, however please note that we will not dispatch until the funds have reached our account. We manually accept each order to ensure quality and appropriate shipping rates. Please allow 30 minutes between placing the order and telephoning for payment. We use Worldpay's on-line e-payment service and do not hold any card details ourself.
For orders placed on Fridays, Saturdays and Sundays, processing commences the following Monday.
-Your order status on payment moves to "Paid:Processing" and you will receive a payment confirmation email, and information on the expected delivery time and date. We always provide tracking details with the courier. In the UK you will also be given a one hour delivery slot, if you leave a mobile number with us the courier can contact you via a text message as well as the standard email.
-We will then ship your goods and update the status to "Paid Delivered" once dispatched.
Orders will normally be shipped within one business day of confirmation of payment on the order. For the UK this means an order and payment received prior to noon will usually arrive the following working day. Orders placed and paid for before Friday noon will usually be delivered the following Monday. We use external courier companies and our collection time varies, so orders completed and paid for by noon are guaranteed collection the same day.What is the price I see next to each item?
-The price indicated is always for a single item, not for a pack.
*THIS PRICE IS IN BRITISH POUNDS (£) - we always invoice in GBP.What is a pack?
-A pack is the minimum quantity that we sell of a particular style. We endeavour to keep these as small as possible. E.g. one of a size of a colour.How do I start shopping with you?
-Just create an account, enter some basic details and a chosen password and you are ready to go.
- A no obligation account will allow you to see our prices without your customers knowing the price you paid.What are your opening hours?
-This website can take orders 24 hours a day.
-Office hours are 9am to 4pm Monday to Friday, an answering service is available at all other times, please leave your details including name and contact number and we will call you back as soon as possible. Do you have a price promise
Yes. We strive to keep our prices competitive. If you advise us of one of our items being sold elsewhere at a lower price we will match it. This applies to non-sale stock from other wholesale suppliers, we will validate the price difference and refund the difference when confirmed.I do not yet have a shop, may I create an account?
-Yes, please enter "TBA" or an expected shop name. You may edit the details in future.How do you validate my trade status?
-On account creation we request your company name, phone number and e-mail. Using these details we verify your status as a retailer. I am a social media /online seller?
-Please provide us with as much information as possible to support your re-selling of our items. We have a current restriction on the Sevva , ZipZap and Bluesbaby for non high street retailers. Please contact us to discuss prior to ordering.I see you have next season pictures showing?
Currently these are just a small fraction of the styles we are expecting next season. Whilst you are welcome to register an interest in them using the links, please do be aware that these are sample photographs and expected sale prices. Some styles may not make it to production/ may vary in detail when made/ may be rejected due to quality issues. Spring/Summer 2020 stock is likely to arrive between the December 2019 and March 2020. The delivery window is 4 months, when I have a more accurate date the style will be in the main catalogue. So please do not be frustrated if we cannot tell you when the stock is arriving any more accurately than "before April"!.Please help, I have forgotten my password
-Firstly, use the "forgotten password" link on the account logon screen. An e-mail will be sent automatically containing a new password. Cut and paste this when you next try and log-in. Please do not forget to reset your password once you are logged on.Please help, I cannot find my logon details
-Please use the contact us page to notify us, we will get back in touch.I would like to sell your products on-line, is this a problem?
-We are happy to supply on-line traders. Please enter "on-line seller" as the company name if you do not have an established name.I sell on-line, may I link to your pictures?
-Whilst we are happy for you to use our photographs, please take a copy and link them via your webserver, not linking directly to our photographs. Do you drop ship/allow Amazon collection?
Our prices are geared towards bulk distribution of orders to resellers. Both drop shipping and Amazon collection requires a higher workload on our business. We are therefore unable to offer this service currently due to the increased cost/time not being factored into the bulk sale price advertised. Do you allow preselling?
We strongly advise that you never pre-sell an item before receiving it from us. Whilst we do sell from stock physically in our warehouse, it is solely your responsibility to uphold a deposit or promise to your customer. I would like to add to my order?
Please place a second order with the extra items on it. We will always remove the second delivery charge and ensure it goes into the same box. Do you have payment surcharges
-No. The price you see on the website is the price you pay. Do you sample
-No. Due to the high demand for samples we are unable to provide these for free. You are welcome to place a test order with us and return the items immediately intact in their original state. However, this will always need to be discussed with us first.Can I order just one size or colour of a style?
-No, this is because we buy in cartons and therefore need to sell in packs. However, please contact us if you have a particular request. Additionally keep an eye out for our bundles as quite often we will offer these in a particular size or colour.Approximate size guide
Clothing (age is a guideline only)
Early Baby 2.3kg 5lbs
Tiny Baby 3.4kg 7.5lbs 50cms
Newborn 4.5kg 10lbs 56cms
0-3 months 6.5kg 14.5lbs 62cms
3-6 months 8kg 17.5lbs 68cms
6-9 months 9kg 19.8lbs 74cms
9-12 months 10.5kg 23lbs 80cms
12-18 months 12kg 25.5lbs 86cms
18-24 months 15kg 30lbs 92cms
Shoes/Socks (age is a guideline only)
Age: 0-3 months = UK shoes size Newborn 0-00
Age: 0-6 months = UK shoe size Baby 0-0
Age: 0-12 months = UK 0-2.5, European 15-18
Age: 12-24 months = UK3-5.5, European 19-22
Age Foot Length
0-6 months 10 cm
6-12 months 11 cm
12-18 months 11.5 cm
Size 1 European 17
Size 2 European 18
Size 3 European 19
Size 4 European 20-21
Size 5 European 22
Size 6 European 23
SOFT TOUCH SHOES
3 years UK 7 EU 23
3.5 years UK 8 EU24
4 years UK 9 EU25
5 years UK 10 EU 26
Hats (age is a guideline only):
40 approx newborn
42 approx Newborn months
44 approx 0-3 months
46 approx 3-6 months
48 approx 6-12 months
50 approx 12-24 months
52 approx 2-5 yearsWhat brands do you carry?
-We stock from over 50 different manufacturers.All brands are designed for the independent retail market.Do you have a paper catalogue?
-No. Due to the high turnaround of our stock we found that a paper catalogue is out of date before it is even printed.Is there anyone at the end of the phone to help me?
-We are a family run business so everyone you speak to will be able to answer your queries. We are contactable on the phone between 9am and 4pm Monday to Friday. Can the delivery driver leave my parcel in my porch?
-No, all parcels must be signed for. You may provide us with further details to instruct the delivery driver which we will pass on. How do I track my parcel?
-A consignment ID will only be generated once the parcel has left our premises. We will also provide you with the website details of the appropriate courier company. What if my order is very small, can you adjust your shipping costs?
-As a wholesaler selling to retail. We do not offer this service through the Royal Mail due to the additional costs of time spent travelling and queuing and parking charges. What is the RRP of your goods?
-All items are for the independent retail market therefore you choose the price to sell. Our starting advise is that the markup on baby items is at least 100% so double the cost from us. We do not encourage price wars that then effect our own sales and sales of the brand.How do you determine your prices?
-We are a small family business, trading independently so are not dictated to by our manufacturers. By keeping our overheads to a minimum, we endeavour to pass on value for money to our customers. You can find more details About us
by clicking this link. Can you guarantee me exclusivity in my area?
-No. Our styles are from independent brands and consequently we do not offer exclusivity to an area/town .Goods subject to alteration by Buyer
Where an item supplied that is then altered by the Buyer, for example for personalised embroidery, this item then is no longer the original product. The Buyer then takes over the responsibility for the product for compliance to any relevant Safety Standards.What do you mean on some styles by "complimentary" ( e.g. complimentary headband)?
This means that the complimentary item e.g hat/headband is NOT factored into the price of the garment. The complimentary component of the style is therefore not subject to our normal returns policy. I am starting a new shop, how can you help me?
-We have supported numerous new enterprises and are always willing to share our experiences with you.May I visit you?
We are a working warehouse with no showroom. To keep overheads down and therefore our prices we do not in general take appointments for buying visits. We do of course allow collections of online orders from our local customers.
Please contact us
if you require further information. Shipping and returns Terms and conditions About us