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FAQs

Parents need to know

  • Can there be a difference in colour between the product photograph on the website and the actual product?

    Even though we do our best to keep our colours on our website as true as possible, each computer screen has its own individual setting, so there can be differences in colour. If you have a doubt about the colour of a product, please do not hesitate to contact our Customer Service team.
  • How to care for your baby clothes?

    MORI clothing are really easy to care for. You can machine wash them warm (40℃) and tumble dry low or save energy and wash at 30.

    To maintain our garments’ integrity, wash with similar colours and avoid washing with towels and other rougher items.

  • What size will best suit my child?

    Our sizing match the industry standard and fit comfortably and with ease.

    For your convenience, on each product there is a link to our size chart. 

  • What makes MORI the perfect baby essentials?

    MORI baby essentials are crafted from carefully selected ultra-soft fabrics with intelligently considered detailing. Our garments are made using naturally thermal-regulating bamboo, working to keep your baby warmer in winter and cool in summer.

General

  • Has my discount code been applied to my order?

    To double check your discount code has been applied to your order please check your order confirmation, which is sent to the email you used to checkout, and see if your discount code is listed next to "discounts".
  • What if I have two discount codes?

    That's great! You are more than welcome to use both offers, but please note that you can only apply one discount/promotion per order. If you enter multiple discount codes the last one entered will be applied and any prior codes entered will be disregarded. Please double check your order confirmation to make sure that that offer you wish to receive has been applied next to "discounts" in your order summary.
  • How do I apply a Discount Code to my order?

    We regularly offer promotional discounts which can include anything from monetary discounts to free gifts with purchase. Please be aware you can only apply one discount/promotion per order.

    To use a discount on your order first add the product(s) you would like to purchase to your cart and in the checkout view please enter your discount code in the "Discounts" text field provided and then click "apply".

    To confirm your discount was applied please double check your order confirmation and make sure that your offer is displayed next to "discounts". If you apply a monetary discount the amount will automatically be deducted from your order total. If you are adding an offer for a free gift with purchase no additional product will be added to your cart, but the discount MUST be displayed to receive your free gift with your purchase.
    If you are using a mobile device please select "Show order summary" which will then display a discount text field for you to enter your code.

      If paying with a 3rd party (eg. Paypal) please make sure you offer is applied before continuing to the 3rd party platform to complete payment.
    • How can I contact customer services?

      Our customer service team is happy to answer any question you may have. Please don’t hesitate to contact us by hello@babymori.com, our office is open Monday to Friday 9 am to 6 pm (GMT).
    • What if my items are damaged or incorrect?

      If you have received a damaged or incorrect item, contact our customer support team at hello@babymori.com with a photo of the damage, or the incorrectly shipped product, as well as your order number and we will get back to you.
    • What is your returns policy?

      We understand that sometimes products need to be returned. You may return any product ordered from the MORI website within 30 calendar days after the date of shipment. The item must be in its original packaging, unworn, unwashed and undamaged and accompanied by the corresponding conformation email.

      Please email hello@babymori.com for any return enquiry and we will get back to you asap. We offer FREE returns in UK but please note that international returns are at the customer's expense.

      For returns from outside of the UK please send your items to: 

      Baby Mori Returns Dept

      c/o International Logistics Group Logistics House Unit A,

      Hills Road The Birches Industrial Estate East Grinstead RH19 1XZ

    • What if I need to change my order?

      If you need to cancel or change the destination or contents, please email our fulfilment team at hello@babymori.com and we will get back to you straight away.
    • How much does delivery cost? Do you deliver worldwide?

      Good news, delivery is FREE in the UK for orders over £30.

      We also deliver worldwide:

      Shipments to the EU cost £7.50 per parcel untracked and £17 per parcel tracked.

      For shipments to the US and the rest of the world. Please refer to our Shipping Page.

      There is no duty for the US, Europe or most of the Middle East for our MORI parcels. However, we cannot guarantee that will be the case everywhere. The purchaser is responsible for any duties levied.
    • How long will my order take to arrive?

      Once fulfilled standard untracked UK shipments take approximately 2-3 business days, untracked standard EU shipments take 5 to 7 business days.

      We also offer a tracked next day guaranteed delivery in the UK for £6.95. Our tracked services to the EU and US typically take 2-5 business days from the date of dispatch to arrive. Tracked shipping to the rest of the world can take between 5-10 business days. 

       

    Policies

    • Placing an order

      Shopping on our MORI website is super simple. You can browse our collections by hovering over the menu at the top of the main page.

      Once you have found an item you love, simply choose your favorite colour and the size prefered. A little window will pop up on the right hand side, confirming the items you have added to your basket. You can choose to continue shopping, or proceed straight to the checkout.

      If you would like us to gift wrap your items, please click on this option and let us know if you would like to include a gift message as well.

      Please confirm the items you would like to purchase and click on "continue to checkout".

      Enter your shipping and billing address details on the next page and if you have a discount code, do not forget to enter this on the right hand side, and click 'Apply'.

      Please note, only one discount/promotion per order applies. If you try to apply two discounts/promotions, our system will automatically select the best deal and apply this to your order.

      If you are happy with everything, click on the "continue to the payment method" button and enter your payment details.

      Simply finish placing your order by clicking on the "complete order" button.

      Once you have placed your order, you will receive an automated confirmation email from us! Please check your junk/spam folders in case the email snuck in there.

      If you have any questions, or something went wrong, please let us know by contacting our customer care at hello@babymori.com

    • Payments

      We accept Visa, MasterCard and American Express cards.

      You can also choose to pay with PayPal, as well as Amazon Pay. When selecting this option at checkout, you will be directed to the PayPal or Amazon site to 'Log In' and review the amount shown before clicking 'Pay Now'. Once this transaction is complete, you will then return to the MORI website. If you choose this payment option, please be sure to double check your shipping address."

    • Fulfilment

      We aim to fulfil your order within 48 hours, once your purchase has been placed. Our delivery timeframe starts from the moment your order is fulfilled and has an assigned tracking number.

      For our pre-orders and personalised towels, please allow 2 working weeks for your purchase to be fulfilled and shipped.

      If you have not received your shipping confirmation within 48 hours, please contact hello@babymori.com

    • Shipping/Delivery

      Product prices displayed are exclusive of all taxes and duties. As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to; payment of these is necessary to release your order from customs on arrival. There is currently no duty for the US, Europe or most of the Middle East for our MORI parcels. However, we cannot guarantee that will be the case everywhere. Please check with your local customs, if any charges are applicable.Product prices displayed are exclusive of all taxes and duties. As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to; payment of these is necessary to release your order from customs on arrival. There is currently no duty for the US, Europe or most of the Middle East for our MORI parcels. However, we cannot guarantee that will be the case everywhere. Please check with your local customs, if any charges are applicable.

      Product prices displayed are exclusive of all taxes and duties. As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to; payment of these is necessary to release your order from customs on arrival. There is currently no duty for the US, Europe or most of the Middle East for our MORI parcels. However, we cannot guarantee that will be the case everywhere. Please check with your local customs, if any charges are applicable.

      Our delivery times start from the moment your order is fulfiled and has an assigned tracking number.

    • Returns/Exchanges

      Regular returns/exchanges

      All items must be returned new, unused and in original MORI packaging. Returns that do not meet our policy may not be accepted and will be sent back to the customer.

       Returned purchases should be sent back to us within 30 days of your order being shipped.

      Simply contact our customer care team at hello@babymori.com and we will assist you with arranging your return. 

      "For returns from outside of the UK please send your items to: Baby Mori Returns Dept c/o International Logistics Group Logistics House Unit A, Hills Road The Birches Industrial Estate East Grinstead RH19 1XZ. Please note that all International returns are sent back at your own cost." 

      To make your online shopping experience easy, we offer a flexible returns policy. However, the number of returns made by customers is taken into consideration, and continued returns will be flagged and potentially refused at our discretion. 

      Late Returns

       Purchases should be sent back to us within 30 days of your order being shipped. Returns outside of this period are accepted at the discretion of MORI, dependent on the circumstances.

      Gift Returns

      To arrange a gift return, please email hello@babymori.com and we will be able to assist you further. 

      Faulty Returns

       If you have received a damaged or incorrect item, contact our customer service team at hello@babymori.com with a photo of the damage, or the incorrectly shipped product, as well as your order number and we will get back to you.

    • Gift Cards

      We offer virtual gift cards for the value of £10, £25, £50 and £100.

      The gift card code gets sent straight to your email address and it contains the details on how to redeem it.

      If you experience any issues, please contact our customer care team at hello@babymori.com

    • Contact us

      For all enquiries please contact our customer care at hello@babymori.com. Our team are available Monday to Friday and we try to get back within 24 hours.

      You can also contact us via Facebook messenger or Twitter. Our team will respond within 24 hours from Monday to Friday.

      For all Marketing, PR and collaboration enquiries please contact our team at marketing@babymori.com.

      For all wholesale enquiries please contact our team at wholesale@babymori.com.

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