FAQs

General

  • 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. To see our full terms and conditions please click here
  • 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".
  • 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 code on your order first add the product(s) you would like to purchase to your bag 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 your offer is applied before continuing to the 3rd party platform to complete payment.

  • 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.
  • How much does delivery cost? Do you deliver worldwide?

    Delivery Costs, Locations and Predicted times

    Good news! We have free UK delivery on orders over £45

    We also deliver Worldwide - you can see the full list of UK and International delivery costs below:

    UK

    Tracked next day delivery - £4.95   
    (FREE when you spend £45)

    2-4 working days

    UK (excluding Northern Ireland, Scottish Highlands, Isle of Wight)

    Standard tracked delivery - £4.95   
    (FREE when you spend £45)

    2-4 working days

    UK (excluding Northern Ireland, Scottish Highlands, UK Islands, Isle of Wight)

    Next Day Delivery - £7.45

    (available for next working day delivery. Any orders placed after 2pm on Friday will not be delivered until the following Tuesday)

    1 Working day

    Northern Ireland, Scottish Highlands,  Isle of Wight

    Standard tracked delivery - £4.95   
    (FREE when you spend £45)

    2-5 working days

    UK Islands (Guernsey & Jersey)

    Tracked delivery - £12.95

    (FREE UK Shipping when you spend £45)

    2-4 working days 

    EU


    Visit eu.babymori.com

     

    US

    Visit us.babymori.com

    Rest of World

    Tracked delivery - £25.00

    5-10 working days (excluding Customs delays)

     

    MORI sends to many countries around the world however all international orders leaving babymori.com are dispatched Delivery Duty Unpaid. This means the person receiving the parcel will be charged import duties and may receive the items before the bill from the receiving country’s authorities. For more guidance on the duty, you may be liable for please contact the local customs and import offices of the destination country.

     

  • MORI Models

    Like many of our products, the models we use are organic too.

    Instead of using agencies to cast our photoshoots, we prefer to showcase our customers.

    If you’re interested in having your little appear in any of our future collection promotional materials, keep an eye out for announcements on our social media platforms.

    Complete this form and it will be submitted to our Creative team for casting.


    Please note

    • If the form doesn’t load, we are not looking for models at this time.
    • All pictures are taken at studios close to MORI’s London Head Office and you will be required to travel to the location.
    • We may not be able to reply to every submission, but we will try our best.
  • Why Klarna?

    Pay later in 3 interest-free instalments Frequently Asked Questions 


    Who is Klarna?

    Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than 200,000 online stores. Over 85 million consumers worldwide have trusted Klarna to securely handle their payments.

    How does Pay later in 3 interest-free instalments work?

    Pay later in 3 interest-free instalments will allow you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by MORI and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. You can always monitor your payments’ schedule in the Klarna app.

    Am I eligible for Pay later in 3 interest-free instalments?

    To use Pay later in 3 interest-free instalments you must be at least 18. Whilst this option is widely promoted, Pay later in 3 interest-free instalments is subject to your financial circumstances. When choosing Pay later in 3 interest-free instalments, our assessment will not affect your credit rating.

    How can I increase my chances of being accepted for Pay later in 3 interest-free instalments?

    Klarna is unique and offers Pay later in 3 interest-free instalments based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 3 interest-free instalments by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for a Klarna payment method before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.

    What do I need to provide when I make a purchase?

    If you want to make a purchase with Klarna using Pay later in 3 interest-free instalments, you'll need to provide your mobile phone number, email address, current billing address and a debit or card card. The mobile number is required in case we need to reach you. All communications will be sent to your email address. It's very important that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information.

    Will a credit search take place against me?

    Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor MORI run credit searches against you that could impact your credit rating.

    Why have I not been offered Pay later in 3 interest-free instalments?

    Although Pay later in 3 interest-free instalments is widely promoted it is not always universally available. The Pay later in 3 interest-free instalments payment option is automatically generated by algorithms that are dependent upon a number of factors including address details, cardholder details, amount of order, the online store, previous order history and item availability.

    What are my payment options with Klarna?

    Payment for your Pay later in 3 interest-free instalments will automatically be collected from the debit or credit card you entered at checkout. The first payment is taken when the order is confirmed. The second and third instalments are collected 30 and 60 days, respectively, after the first instalment. You can always monitor your payments’ schedule in the Klarna app.

    What happens if I cancel or return my order?

    As soon as MORI have accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due. The return will be reflected in the Klarna app immediately.

    What happens if I don’t pay for my order?

    Klarna will automatically attempt to collect your payment for your Pay later in 3 interest-free instalments purchase at MORI from the debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment and you can always monitor the due date in Klarna app at your convenience. Your credit score will not be impacted by using Klarna’s ‘Pay later in 3 instalments’ product even if you have failed to pay on time.

    I have been asked to go to the Klarna site. Is this correct?

    You can view all of your Klarna purchases and payment schedule in the Klarna app or by logging onto Klarna.com/uk.

    Is my payment information safe?

    Payment information is processed securely by Klarna. No card details are transferred to or held by MORI. All transactions take place via connections secured with the latest industry standard security protocols.

    Can I pay before the due date?

    Yes. Just go to the Klarna app or log onto Klarna.com/uk and pay off early.

    Have you received my payment?

    Klarna will notify you via email and push notification from the Klarna app when a payment is due and when this has successfully been collected, or in the unlikely event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can always check the status of your order and payments in the Klarna app or by logging in at www.klarna.com/uk.

    What happens to my statement, when I've returned the goods?

    Once MORI has received the return (partial or full) and you have received their confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you've made a partial return. With a full return, we shall refund any payments collected and cancel any future scheduled payments. You are always able to monitor the status of your order in the Klarna app.

    I've received a statement, but I've not yet received my goods.

    In the event that your goods have not been received please call MORI to check on your order and delivery status. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

    I have cancelled my order. How long will it take until I receive my refund?

    As soon as the store has registered your cancellation or your return, the refund will be processed within 5-7 business days.

    I have asked for a refund. How will I be refunded?

    Refunds shall be issued back to the debit or credit card which was originally entered at checkout.

    I haven’t received an email with my statement/payment information.

    You can log in the Klarna app or at www.klarna.com/uk, where you will find all of your orders and payment schedule information.

    I still have questions regarding payment, how can I get in touch?

    Visit Klarna app or Klarna’s Customer Service page for a full list of FAQ’s, live chat and telephone options.

Parents need to know

  • Are your products in compliance with testing standards?

    Yes. All chemical and hazardous materials testing has been outsourced and is in compliance with UK safety standards. Our 100% organic products are GOTS certified and our signature bamboo and organic cotton fabric is OCS certified. We use factories that are of Oeko-Tex100 standard, which means products are Oeko-Tex 100 Class 1 Baby certified free from any harmful chemicals or substances.
  • How to care for your baby clothes?

    MORI clothing are really easy to care for. You can machine wash them on 30℃ and tumble dry low or line dry naturally for the best results.

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

  • What makes MORI the perfect baby essentials?

    Everything we create at MORI is thoughtfully considered and made with love. Our products are designed in the UK by our talented product team and produced lovingly in Turkey.


    We craft exceptionally high-quality products that are designed using materials that help to regulate a baby's temperature by keeping them warm through winter and cool through summer. Why? Because we believe in making sure your little one is always safe and comfortable. 

  • 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, but if you have any questions about a particular product you can message our Customer Service on hello@babymori.com.

     

  • 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 Care Team

  • Car seat and padded product safety information

    It is advised by the Royal Society for Prevention of Accidents (RoSPA) that babies should not wear padded/bulky clothing or sleeping bags whilst in a car seat for safety purposes. You can keep your baby warm in the car by adjusting the temperature or placing a blanket over the straps once they are harnessed in.  

    For more information and advice please see the RoSPA website. 

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 bag. 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 delivery 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."


    All payments will be charged in GBP. Currency calculator on site is only an estimation.

  • Fulfilment

    We fully appreciate that you would like your order as soon as possible. Like all online retailers, we are working hard to remain open and serve our loyal customers.

    Following UK government recommendations. MORI has introduced strict social distancing, a one-way system and regular cleaning of equipment.

    MORI aims to dispatch all orders in 48- 72 working hours or 5-7 working days for personalised items.

    This can be further delayed during peak trading times such as seasonal sales or promotions.

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

  • Delivery

    For any delivery service updates please visit our COVID-19 FAQ's page 

    We have free UK delivery on orders over £45

     

     Our estimated delivery times after dispatch are:  

    UK (excluding Northern Ireland, Scottish Highlands, UK Islands, Isle of Wight)

     Standard tracked delivery - £4.95   (FREE when you spend £45)

     2-4 working days

    UK (excluding Northern Ireland, Scottish Highlands, UK Islands, Isle of Wight)

    Next Day Delivery - £7.45

    (available for next working day delivery. Any orders placed after 2pm on Friday will not be delivered until the following Tuesday)

    1 Working day

    Northern Ireland, Scottish Highlands, UK Islands, Isle of Wight

     Standard tracked delivery - £4.95   (FREE when you spend £45)

    2-5 working days

    UK Islands (Guernsey & Jersey)

    Tracked delivery - £12.95

    (FREE UK Shipping when you spend £45)

    2-4 working days

     EU

     Visit eu.babymori.com

     

     US

     

    Visit us.babymori.com

     

     

     Rest of World

     Tracked - £25.00

     5-10 working days

     

    Import fees may be applicable on International orders.


    If you'd like to return or exchange a product, please email our Customer Care team at hello@babymori.com 

    MORI orders to the US are exempt of duties and taxes as long as the total order value (including the shipping fee) does not exceed £600.

    All orders and shipments to the US from 1st July 2020 will be shipped using a FedEx Express Tracked shipping service. This means you will receive all MORI orders sooner (within 2-4 business days).

    We are pleased that we can continue to subsidise this shipping service for customers and have also reduced the free shipping threshold (by $30), meaning you will receive free Express Tracked shipping when you spend $145.

     

  • Returns/Exchanges

    Return and Exchange Policy

    All returns and exchanges are free in the UK

    If you'd like to return or exchange a product and you live inside the UK, please email our Customer Care team at hello@babymori.com within 30 days of receiving your parcel.

    We ask you to provide your order number and the items, you would like to return for a refund or an exchange.

    MORI cannot accept returns for refund or exchange on Underwear due to hygiene reasons. Face Masks are non-returnable for public health reasons. Nor can we accept back personalised garments.

    All items must be returned new, unused and in original MORI packaging (excluding gift packaged items) Any item which does not meet this requirement will be returned to the purchaser. 

    If you are not the original purchasers (it was a gift) a gift card will be issued to the email address of your choosing for the value paid.

    MORI can only accept back whole items, please note sets, multipacks etc are considered one and cannot be partially returned. 

    Returns that do not meet our policy may not be accepted and will be sent back to the customer

    Make sure you obtain proof of postage for your return package - Items or orders you would like to return should be sent back to us within 30 days of your order being dispatched

    Once received by our warehouse, returned items are processed within 10-15 working days

    International shipping and returns

    MORI doe not provide free returns from outside of the UK. If you wish to return an item you can do so however the cost of the return will be at your own expense. Please contact hello@babymori.com for the required documentation to return items to our facilities in the UK. 

  • 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

    Would you like to know more about a product, have an issue with your order or any other question? We are here to help weekdays from 9am - 9pm and weekends from 10am - 8pm GMT.

    You can contact our Customer Care Team via Live chat or at hello@babymori.com and a member of our dedicated team will get back to you. We aim to respond within 48 hours.

    For all Press enquiries please contact our Press Team at marketing@babymori.com .

    For all Partnerships inquiries please contact our Partnerships team at 

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

     

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