FAQ

The payment process includes multiple control steps to ensure maximized safety. If your payment was successful, you will receive an order confirmation email within 24 hours.

If you have not received your order confirmation, please check your junk mail. Have you still not received the email? Please click the chat button in the lower right corner to start a chat with us.

We apologize for the inconvenience! If you only received parts of your order, first compare what you received with what is on your order confirmation. 

If you have not received all your products or have received the wrong products, please contact us to let us know what products are missing by clicking the chat button in the lower right corner.

We know you need your products fast! As soon as you have placed the order, we’re on it! Unfortunately, this means we will be unable to make any cancellations as it is already being processed at the warehouse (usually within seconds).

If something went wrong with your order, it is, of course, possible to send your order back to us. More information about the return process can be found here: RETURN POLICY

We know you need your products fast. As soon as you have placed the order, we’re on it! Unfortunately, this means we will be unable to make any changes as it is already being processed at the warehouse (usually within seconds).

If something went wrong with your order, it is, of course, possible to send your order back to us. More information about the return process can be found here: RETURN POLICY

We know you need your products fast. As soon as you have placed the order, we’re on it! Unfortunately, this means we will be unable to change the delivery address as it is already being processed at the warehouse (usually within seconds).

The order will be delivered to the address you provided. If it is not possible to deliver to the specified address, the order will most likely be sent back to us. Only when we have received the return can we help you with a refund. Note that there is a handling fee of 10€, which will be deducted from the refund if the return is due to an incorrectly stated address.

We offer different delivery options depending on where you live. You can find your shipping alternative when completing your order by entering your address and postcode under the section called "Shipping details". 

Austria: Deutsche Post, UPS 
Australia: Deutsche Post, UPS
Belgium: Deutsche Post, UPS, Budbee 
Canada: Deutsche Post, UPS 
Denmark: Instabox, Postnord, Budbee
France: Deutsche Post, UPS
Finland: Postnord, Budbee
Germany: Deutsche Post, DHL
Greece: Deutsche Post, UPS
Hong Kong: Deutsche Post, UPS
Italy: Deutsche Post, UPS
Japan: Postnord
Korea: Postnord
Netherlands: DHL, Budbee
Norway: Helthjem
Poland: Deutsche Post, UPS
Saudi Arabia: Deutsche Post, UPS
Singapore: Deutsche Post, UPS
Spain: Deutsche Post, UPS
Sweden: Instabox, Postnord, Budbee
Switzerland: UPS
United Kingdom: Deutsche Post, UPS
United States: Deutsche Post
United Arab Emirates: Deutsche Post, UPS
Rest of the world: Deutsche Post, UPS

If you can't find your country above you'll find the delivery options at check out after entering your address and postcode. 

Our goal is always to have your order delivered as fast as possible.

The estimated delivery date depends on the country and the shipping alternative you choose. To find shipping alternatives and estimated delivery time for a specific country, just fill in the address and postcode under the section "shipping details" when completing your order.

Please note that the estimated delivery time is an estimate and that the time may vary depending on external factors that BABY NIBO and its shipping partner cannot control.
These factors may include but are not limited to, extreme weather conditions, technical faults, customs delays, etc.

Please note that delivery times may be longer than usual during promotions. Packages are normally not transported during weekends and local holidays.

Parcels sent with Deutsche Post DHL need to be registered at the logistic center in Frankfurt before any further tracking information can be provided. This means that you do not have to worry if no information is showing the first days after your order has been sent.

We are sorry to hear we have sent you an item that is different from what you have ordered!

Please start with double-checking your order confirmation to see what you ordered. If you have not received the ordered product please contact us by using the chat button in the lower right corner, and we will do everything we can to correct our mistake.

If you have accidentally ordered the wrong product, you can, of course, change the product by returning it back to us and placing a new one on the desired product! Read more about how to make a return here: RETURN POLICY

If you have received a delivery containing a damaged item, we apologize for that!
Please contact us via support@tootytoy.com , and we will make sure to help you as fast as we can! 

Include the following when contacting us:

• A photo of the damaged product.
• Your order number or the email address you used when you placed the order.

Items shipped within the EU are shipped to on a DDP (Delivery Duty Paid) basis, which means that all relevant import taxes and duties will be included in the final purchase price.

Non-EU countries may be subject to VAT and customs duties once the package reaches its destination. You will be responsible for payment of such import duties and taxes.

BABY NIBO is not responsible for any changes in currency value or conversion rates that your bank or credit card company may use when charging in your country’s currency.

If you have any further questions regarding VAT and customer duties, please contact your local customs office for more information.

You have the right to return one or more products for a refund within 14 days of receiving your order. 

In order for your return to be approved, the following criteria must be met:

• The product must be in the same condition as when it was received.
• The product should be in its original packaging with intact labels and protective stickers.
  Please note that plastic covers with a barcode belong to the original packaging.
• The product must not be custom made with personalization

Please also note:

• The products cannot be exchanged at our retailers.
• That you as a customer pay the return cost. Remember to always save your return receipt from the postal agent until you have received a confirmation that your return has been processed.
• We do not accept returns on gift cards.

Exchange

To change a product, please return the product for a refund and place a new order on our website.

Refund on a promotion or sale order.

If you would like a refund, please note that we will refund the paid price. If you received a promotional price, the discounted price will be refunded. If you shopped during a campaign, we reserve the right to deny you the offer/discount if your order, after return, no longer meets the conditions for taking part in the offer/discount.

For example: If you used a discount code for your order that required you to order for a certain amount, we reserve the right to deny you the discount code if the amount after returning your items is lower than the one required to use the discount code.

For purchases with package offers (example: 3 for the price of 2) the entire order must be returned for a refund.

I am sorry to hear that you suspect the refunded amount is incorrect.
Hopefully, the reasons below can answer your question:

Return cost

We deduct the costs of the return label from the refund amount in case you purchased a return label from us.

Handling fee

If your order has been returned due to any of the reasons below, we charge a handling fee of €10. This fee includes costs for shipping, return shipping, administration, and handling. The fee is deducted from the refund amount.

• The wrong address was given at the time of purchase
• Not picking up the package from the postal office within the specified time span
• Refused the package at the time of delivery

You will receive an automated email when your return is handled and approved. If you have not heard from us within 3 weeks of your return, please contact us by using the chat button in the lower right corner.

After we have approved the return, it usually takes 1-5 business days for the money to be refunded to your account. The money automatically goes back to the account used for payment. If you paid with a gift card, the money will be refunded to the gift card.

We adjust our prices in relation to trends, stock status and demand from our customers. Price adjustments or promotions do not justify reimbursement of the price difference.