Delivery & Returns

 

Delivery

Delivery within UK

ergoPouch charge a flat rate delivery fee of £3.95 anywhere in the United Kingdom. Delivery is free for orders over £65, excluding any Gift Voucher value you may have in your cart.

Delivery of Online Gift Vouchers is free.

Physical goods/orders are shipped from the KidCentral UK warehouse in Coalville, Leicestershire and will be delivered by Hermes courier. Deliveries are processed promptly upon receipt of full payment. Delivery time may take between 3 – 5 days from the date of dispatch, depending on the delivery option. Title in the goods passes to you when we have received payment. Our terms of payment are set out on the order page.

Damaged or lost orders should be resolved with the courier company directly and we are not responsible for goods that are damaged in transit or not received. Replacement of damaged or lost items is made at the discretion of ergopouch.co.uk. Digital goods are delivered immediately to the email address provided by you upon order.

Please be aware there are inherent risks associated with downloading any software and digital goods. Should you have any technical problems downloading any of our goods, please contact us so we may try to assist you.

Sales Periods

Due to higher order volumes during sales periods, please allow for an additional few days for your order to be processed & delivered. 

 

Free Shipping

Free shipping is available within United Kingdom for orders totaling over £65 after any discounts or promotions have been applied, excluding Gift Vouchers.

 

Returns & Exchanges - UK 

For purchases from ergopouch.co.uk, we are happy to accept items back for an exchange or refund within 14 days of receipt provided they meet the following terms:

  • Items must be returned unused and unwashed, in a sellable condition and the original packaging undamaged. 
  • We do not accept returns or exchanges on Outlet page unless faulty. Outlet products are considered final sale. Faulty products will be replaced in the same style, print and TOG.
  • We do not accept returns on Online Gift Vouchers  

 

To arrange your online exchange or return please complete the following steps; 


  1. Download the ergoPouch Exchange & Return form 
  2. Fill in your return details – you can fill this form in digitally on your computer or mobile, or print it. We encourage the digital option as being more environmentally friendly!
  3. Email a completed copy of the form to [email protected] Please make sure the form is legible.
  4. You will receive a confirmation email from us with a returns authorisation number, and the address to send your return to
  5. Refunds are granted provided the returned product(s) meets the conditions outlined above

Please note - we are unable to accept unsolicited returns

Exchanges

Postage and handling is covered by the purchaser to send the item back. ergoPouch will then email you a code for use on our website to arrange your exchange. We do not accept returns or exchanges on Outlet page unless faulty. Outlet products are considered final sale. Faulty products will be replaced in the same style, print and TOG.

We do not accept returns on Online Gift Vouchers

We do not offer exchanges on international orders

Refunds

Postage and handling is covered by the purchaser to send the item back. Please note, we only refund the cost of goods excluding the original shipping charge. 

 

Faulty Items

Occasionally a faulty item may slip through our inspection fingers and end up in your hands. If your item arrived with a manufacturing fault, the team will happily help to arrange your replacement.  Please email Customer Service on [email protected] with the below details.   

  1. A receipt or ergoPouch web sales number 
  2. Details of the product (TOG, Size, Print)
  3. Batch number (check the care instructions tag on the collar)
  4. A photo of the item
  5. Your postal address   

ergoPouch will cover all associated postage costs with exchanging faulty items.

International Countries

Currently, www.ergopouch.co.uk only deliver to United Kingdom postal addresses. For any international orders outside of the UK, please shop at www.ergopouch.com.au which delivers globally, offering free shipping globally when you spend over $200.

Cancellations

Contact Customer Service* via phone as soon as possible (+441530 569470) or email [email protected] If you have made a purchase in the last hour, there is a chance we can catch your goodies, however, after this time or if your order has already been released to packing and/or dispatch, we are unable to cancel it.

ergopouch.co.uk does not cancel orders for a change of mind or during sales and promotions due to the volume of love we receive during these times. Please triple-check all details are correct before placing the order.

If we can cancel your order, please allow 2-5 business days for the refund to clear back into your account.

*Customer Service operates Monday - Friday 9am - 5pm GMT. Cancellation assistance can be provided within these hours. Requests after hours or on weekends are not seen until the next business day.