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FAQs

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.
  • 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 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 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.

     

  • What makes MORI the perfect baby essentials?

    MORI baby essentials are carefully crafted from the softest fabrics which are made from sustainable sources. Every product has been designed with ease of use and innovation at the front of mind. 

    Our garments are made 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. 

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?

      For all enquiries please contact our Customer Care team at hello@babymori.com, +44 (0) 208 0651 102 or via Live Chat. Our office is open Monday to Friday (excluding bank holidays) from 9am till 5pm UK time. We aim to respond within 24 working hours.
    • 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?

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

      - All returns and exchanges are free in the UK, however, please note that international return costs are not covered by MORI
      - 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
      - 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 working days

      If your product is damaged or incorrect please contact our Customer Care team who will advise you further on how to return this item.

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

      Good news! We have free UK delivery on orders over £35

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

      UK

      Tracked next day delivery - £6.95   
      (Orders placed before 3 pm)

      1 working day

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

      Standard tracked delivery - £4.95   
      (FREE when you spend £35)

      2 working days

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

      Standard tracked delivery - £4.95   
      (FREE when you spend £35)

      2-5 working days

      EU

      Tracked delivery - £7.50
      (FREE when you spend £50)

      2-5 working days

      US

      Tracked delivery - £7.60
      (FREE tracked delivery when you spend £115)

      Untracked delivery - £3.80
      (FREE untracked delivery when you spend £38.50)

      2-4 working days (tracked delivery)


      5-12 working days (untracked delivery)

      Rest of World

      Tracked delivery - £25.00

      5-10 working days

       

      Import fees may be applicable on International orders.

    • How long will my order take to arrive?

      Once fulfilled UK Standard Tracked delivery takes 2-5 working days. EU Tracked Delivery takes 2-5 working days to arrive.

      We also offer UK Tracked Next Day Delivery for just £6.95, for orders placed before 3pm UK time. For full delivery details and estimated arrival times, please see below:

      UK

      Tracked next day delivery - £6.95   
      (Orders placed before 3 pm)

      1 working day

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

      Standard tracked delivery - £4.95   
      (FREE when you spend £35)

      2 working days

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

      Standard tracked delivery - £4.95   
      (FREE when you spend £35)

      2-5 working days

      EU

      Tracked delivery - £7.50
      (FREE when you spend £50)

      2-5 working days

      US

      Tracked delivery - £7.60
      (FREE tracked delivery when you spend £115)

      Untracked delivery - £3.80
      (FREE untracked delivery when you spend £38.50)

      2-4 working days (tracked delivery)


      5-12 working days (untracked delivery)

      Rest of World

      Tracked delivery - £25.00

      5-10 working days

       

      Import fees may be applicable on International orders.

       

    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."


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

    • 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

    • Delivery and Returns

      We have free UK delivery on orders over £35

       Our estimated delivery times after dispatch are:  

       

       UK

       Tracked next day delivery - £6.95   (Orders placed before 3 pm)

       1 working day

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

       Standard tracked delivery - £4.95   (FREE when you spend £35)

       2 working days

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

       Standard tracked delivery - £4.95   (FREE when you spend £35)

      2-5 working days

       EU

       Tracked - £7.50 (FREE when you spend £50)

       2-5 working days

       US

      Tracked delivery - £7.60

      Untracked delivery - £3.80

      (FREE untracked delivery when you spend £38.50)

      (FREE tracked delivery when you spend £115)

       2-4 working days

      (tracked delivery)

      5-12 working days

      (untracked delivery)

       Rest of World

       Tracked - £25.00

       5-10 working days

       

      Free UK Returns

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

      - All returns and exchanges are free in the UK
      - 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
      - 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 working days

    • Returns/Exchanges

      Returns & exchanges

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

      - All returns and exchanges are free in the UK, however, please note that international return costs are not covered by MORI
      - 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
      - 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 working days

      Late returns

      Purchases should be sent back to us within 30 days of your order being dispatched. Returns outside of this period are accepted at the discretion of MORI, and dependent on the circumstances. Please email the Customer Care team if you have any questions.

      Gift returns

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

      Faulty & incorrect returns

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

      All faulty or damaged items must be returned to MORI within 7 days of the returns label being issued.
    • 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 team at hello@babymori.com, +44 (0) 208 0651 102 or via Live Chat. Our office is open Monday to Friday (excluding bank holidays) from 9am till 5pm UK time. We aim to respond within 24 business hours.

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

      We have recently experienced issues with receiving emails through our system. If you have not heard from us within 48 business hours, please contact us on the number above.

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