Returns, Refunds & Exchange – FAQs

Read and agree: By submitting a return, you affirm that you have read and agree to our return policies. You can start a return via our Return Portal – you need to complete all the requirements on the Return Portal to proceed -. Once we have approved your return request, you will receive a pre-paid shipping label – you do not need a printer for it!

You have 30 days to request and return items, starting from the day you placed the order. We request that returns be sent back to us as soon as possible after approval; if you are close to the end of the 30 days please try to ship them to us as soon as you can. There are no fees for returns, but we retain the right to impose a fee if the return is missing components; in this instance you will be notified before the return is processed.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must not be worn, washed, or altered in any way. For customer-initiated returns, options of either a partial refund or returning the product are offered for items not in sellable condition. Relevant actions will be taken based on your decision.

In specific cases, certain conditions may render your orders ineligible for return:

• Damage caused by accident, neglect, misuse, or improper care.
• Items exhibiting obvious and excessive wear and tear.
• Items damaged by external factors such as flooding or fire.
• Personalised items, except in cases of manufacturing defects.
• Medicine, food, wipes and cosmetic products, which are non-returnable due to hygiene reasons.
• Products with the statement "Due to hygiene reasons, this item is non-returnable" on the product pages.

The refund will be processed to the original form of payment used for the purchase unless you ask for and we agree on an alternative refund method. It may take up to 10 business days to process your return after reception.

If the remaining items in the order after cancellation or return do not meet the campaign conditions, the refund will be processed deducting the discount amount applied to the canceled or returned items.

Items purchased as part of a bundle are not eligible for individual returns. Only complete, unused bundles may be returned. 

For orders created with a free shipping promotion, if the remaining amount after a return does not meet the campaign conditions, the delivery cost of your order may be deducted from the refunded amount of the returned item.

For your security, we cannot refund a different card or a different payment method, except to the one you made the original purchase with.

Ⓘ Info: You should receive notification of your refund within 10 working days after your parcel has been returned. If you have not received notification of your refund within 10 working days, please contact us.

Replacement is only valid for the same item or a different variant of the item.

If the order total of the product requiring replacement is under £50, a delivery fee may be charged. If a delivery fee is applicable, you will receive a confirmation email with the amount. Once payment is made, the process will continue.

For orders over £50 involving a replacement item, delivery is free.

If the product is faulty, delivery is free.

ebebek reserves the right to request the product’s return. If a product return is required, the process will continue once the item reaches our warehouse.

When the returned item reaches the warehouse, it will be inspected to ensure it complies with ebebek’s return policy requirements. If the item is approved and meets these conditions, a refund for the unwanted item will be processed. The refund will then be applied to the original payment method used to purchase the item.

If the item was faulty or damaged when delivered, an exchange or refund will be offered.

Yes. You can cancel your order until it is marked as “fulfilled” or dispatched from our warehouse.

To cancel your order, please contact us as soon as possible:

• customerservice@ebebek.co.uk
• +44 (0) 2039 546 393

Once your order has been dispatched, cancellation is no longer possible, and the return process will apply instead.

You have 30 days from the date you placed your order to request and return items.

We recommend sending your return as soon as possible after approval, especially if you are close to the 30-day limit.

All returns must be started via our Return Portal.

1. Submit your return request via the portal
2. Complete all required steps
3. Once approved, you’ll receive a pre-paid return label
   (No printer needed!)

Yes, returns are free of charge when you use our pre-paid return label.

However, if returned items are missing parts or components, we reserve the right to apply a deduction. You will always be informed before processing.

To be eligible for return, items must be:

• Unused
• Unworn, unwashed and unaltered
• In the same condition as received

The following items cannot be returned, unless faulty:

• Personalised items (unless manufacturing defect)
• Medicine, food, wipes and cosmetic products (for hygiene reasons)
• Items marked “Due to hygiene reasons, this item is non-returnable” on the product page
• Items damaged due to misuse, neglect or external factors (e.g. fire, flooding)
• Items showing excessive wear and tear
• Furniture must be returned unassembled and unused. Once built, it can’t be accepted for return.

No.
Items purchased as part of a bundle must be returned as a complete bundle.
Individual items from a bundle are not eligible for separate returns.

Once your return is received and approved, refunds are processed within 10 working days.

You will receive a notification once your refund has been completed.

Refunds are issued to the original payment method used for the purchase.

For security reasons, we cannot refund to a different card or payment method.

If returned items cause the remaining order value to no longer meet campaign conditions:

• The applied discount may be deducted from your refund
• For free-shipping promotions, delivery fees may be deducted if thresholds are no longer met

• Orders over £50 → free delivery
• Orders under £50 → delivery fee may apply
• Faulty items → delivery is always free

If a delivery fee applies, you will be notified by email before proceeding.

We’re really sorry! If your item arrives faulty or damaged:

1. Submit a return request via the Returns Portal
2. Upload clear photos of the fault
3. Our team will assess and resolve it as quickly as possible

Depending on the situation, we’ll offer a refund or replacement.

Even if the return window has passed, please contact Customer Service and we’ll review your case.

Your statutory rights are always protected.

Gift cards are non-refundable and cannot be exchanged for cash.

Unused balances:

• Automatically expire after 12 months
• Cannot be extended

Gift cards can be used online and in-store for full or partial payment.