Frequently Asked Questions
Ordering Process & Online Security
> How do I search for & order items on your online store?
You can reach all items on our store by either exploring our product categories, or by tapping the product you are looking for within the search tool. You can find our product categories listed on our main menu at the top bar of our website. Meanwhile, the search tool is made available on the top right hand corner of our website. Click on an item to open its product page where you can zoom in on its image and get detailed information (including sizing and reviews). To order, click on “add to cart.” Access items in your shopping cart by clicking on the bag icon on the top right hand corner of the website. Once there, you can delete items, increase or decrease their quantities as you like. Click on the “continue” button to access billing and checkout.
> How do you secure my browsing & shopping experience?
We take online security seriously. Any data accessed and shared on our website is entirely encrypted. Your payment is processed by our payment processor who uses best-in-class security tools and practices to maintain the most stringent level of certification available in the payments industry. If you chose to pay by debit or credit card, neither us nor our payment processor get’s access to your card details. Instead, they go on to a static whitelist. This is the reason why you will have to re-enter your payment details each time you want to place on order with us.
> What payment options can I use?
We accept most debit and credit card payments, including MasterCard, VISA, VISA Debit, VISA Electron, Maestro and American Express (AMEX). Alternatively, we accept payment though PayPal or by way of our ecommerce exclusive Gift Cards. You will be able to select any of the above payment methods on our checkout page. To maintain high levels of security and prevent fraud, please note that all credit and debit card holders are subject to validation and authorisation by us and your card issuer.
> How can I use my Gift Cards?
We accept Gift Cards as an alternative payment method at checkout. You can exchange them to pay for any clothing item on our store. If the price of your order is less than the value of your Gift Card, the remaining balance will be stored on your account and you will be able to use it as payment on another purchase. If the price of your order is higher than the value of your Gift Card, you can pay the difference by using any additional payment method which we currently accept. Our Gift Cards can be used together with discount codes.
> When do you process payment?
Our secure payment processor may ask for an authorisation, meaning they will ask your bank to reserve the required payment amount before your order is processed. However, we take payment only once your order is processed and your items are handed for delivery. If we fail to process your order, our payment processor will request that your bank cancels the authorisation.
> How can I pre-order an item?
Prior to their official launch, some of our limited edition garments are made available on pre-order. Similarly, some of our out of stock items are available for pre-order. Simply click on the pre-order button below the item. We will email you a reservation confirmation for the chosen item. Once in stock, we will let you know about it and keep the item reserved for you during a period of one week.
Easy Shipping & Returns
> Where do we ship?
Our delivery services are covering most UK mainland and non-mainland postal areas and we have successfully expanded to a number of countries outside the UK. Please note that delivery delays may apply within the UK to some postal areas within Northern Ireland, the Channel Islands, Isle of Man and Isle of Scilly. For more information, please visit our delivery-and-returns page.
> How long until I get my order?
If you selected our standard delivery, please count 2 to 3 days. If you went on with express delivery, expect next day delivery. You can find your estimated delivery date in your dispatch confirmation email. Please allow until this date for your order to arrive. For tracked orders, your dispatch confirmation email will include a tracking number and a link for you to follow the status of your delivery online. Please be aware that your tracking information may need some time to be uploaded on the system of our partner courier company and may not be available at the time you receive your dispatch confirmation. If your estimated delivery date has passed and you haven’t received your order, please contact-us and we will help you right away.
> How can I return or exchange an item?
You can freely return or exchange your items within 30 days of the day of receipt. Please contact-us to let us know if you wish to return or swap some or all of your items. We will email you a return-shipping label confirmation within the same or the next day. Please send the items back to us with their labels and tags intact. Also, please return them in their original packaging. We will take care of the rest as soon as we receive them!
> Can I put clothes on my baby then decide if I want to keep them?
Apart from trying the clothes to determine if they are the right fit, you should not use the clothes if you wish to return or exchange them.
Please see our easy-shipping-and-returns page for more information.
Personal Account & Preferences
> Should I open an account at Teddley.com?
You are not required to open an account to be able to buy online. However, setting up an account will allow you to order without having to fill in your name, address details and email every time you shop. You will also be able to take advantage of certain member exclusive promotions, special offers and discounts.
> How do I open and close an account at Teddley.com?
You can open a free account by clicking under the register/log-in section at the top right hand corner of our website. Once there, you have to click under “new user”. You will then be asked for your email and to choose a password. If you wish to close your account, simply share it with us by using our contact-us form. You will need to confirm your name, email and billing address if you have shared the latter with us. Once this information is confirmed, we will deactivate your account and send you a confirmation email. Please note that by deactivating your account, your account information will be deleted permanently.
> How do I change my personal information including shipping & billing addresses?
Under your my-account dashboard, head to the “Account Details” section to modify your personal details. To manage your shipping and billing addresses, head to the “Addresses” section also under your account dashboard.
> How do I change my password if lost or forgotten?
If you are enable to remember your password, simply click “Forgotten Password” under the register/log-in page. Enter your email address and follow the steps in the email you will receive to reset your password. Alternatively, contact-us and we will be able to reset it for you. After that, you will be able to reassign one under the “Account details” section of you’re my-account dashboard.
> How can I see my past orders?
Under you’re my-account dashboard, head to the “My orders” section. There, you will be able to see your order history.
> How do you secure my personal information?
Information you share with us is transferred via SSL or Secured Socket Layer protocol. Essentially, this encrypts your information into a secure format before transferring it to our server. Once on our server, we use even more advanced data encryption and protection methods to store your information. We limit the number of failed login attempts, so that if someone tries to guess your password they will get locked out after a few attempts. We also automatically lock out any IP that tries to scan our website for vulnerabilities. Finally, as we value your personal information, we will never share it with any third parties.
The Teddley Family Club
> What do I get for subscribing?
Subscription is free and gives you access to member only monthly promotions and exclusive coupon codes. You also get to be updated on our latest products and collections. We keep any of your personal information secured at all times and will never share your details with a third party. Your information is kept only as long as you are registered as one of our subscribers.
> How do I subscribe or unsubscribe?
You can opt in by sharing your email through the subscription form available at the bottom right hand corner of our website, or by opening a personal account at Teddley.com. You can easily unsubscribe by either clicking the “unsubscribe” link provided in all our emails or by contacting our Customer Care department.
Our lovely Customer Care department members are here to help you out with any of your inquires! Feel free to contact us via our contact-us page.