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FAQs

General

How can I contact customer services?

Our customer service team is happy to answer any question you may have. Please don’t hesitate to email us at mori@babymori.com or contact us by telephone on + 44 (0) 2036375543, service 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 contact@babymori.com with a photo of the damaged, or the incorrectly shipped product, as well as your order number and we will get back to you and send a replacement product asap.

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 confirmation email.

Returning from within the UK? Great, we offer FREE returns in the UK. Simply print off this form and write your order number on it, and you’re all set:

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Returning from outside the UK? Returns are typically at the customer's expense, but please email us at mori@babymori.com with your order number and reason for return, and we’ll check for you and provide return details.

Please note personalised products are non-returnable unless there is a product default.

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 mori@babymori.com and we will get back to you straight away.

How much does delivery cost? Do you deliver worldwide?

Good news, we deliver to most of the world. Outlined below are our shipping costs and estimated delivery time per country.


UK Shipments

Order value Shipping cost Estimated delivery time
Up to £30 Standard untracked £3.50 2-3 business day
Over £30 FREE untracked 2-3 business day
Any Next day delivery guaranteed £6.95 Next day

EU Shipments

Order value Shipping cost Estimated delivery time
Any Standard untracked £7.50 5-7 business days
Between £80-£150 Tracked £17 2-5 business day
Over £150 FREE delivery tracked 2-5 business days

US Shipments

Order value Shipping cost Estimated delivery time
Up to £80 Standard untracked: £10, Tracked: £17 5-10 business days
Between £80-£150 Tracked: £17 2-5 business days
Over £150 FREE tracked shipping 2-5 business days

Rest of the world

Order value Shipping cost Estimated delivery time
Up to £275 Tracked: £25 5-10 business days
Over £275 FREE tracked shipping 5-10 business days

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.


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 matches the industry standard and fit comfortably and with ease. For your convenience, on each product there is a link to our size chart on each product page.

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.


Discount Codes

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 your purchase. Please be aware you can only apply ONE OFFER 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.

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 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.


Subscription

What is the MORI subscription?

MORI offers a unique parcel service. Subscribe and receive beautiful baby essentials monthly through the letterbox, curated to keep pace with baby’s growth and the changing seasons. Choose from three parcel sizes and add any preferences, then sit back and relax knowing that your baby’s wardrobe basics will be covered. The service is available for babies and toddlers from newborn up to 3 years old

I just registered to the MORI subscription service. When will my first parcel arrive?

Your first parcel will arrive within a few days of your order The following parcels will arrive every 4 weeks after your order date. EU deliveries arrive within 5 working days, while the rest of the world can take between 5 to 10 working days.

Is it easy to cancel? Are there any commitments or tie-in?

There is no commitment. You can cancel your subscription anytime at no cost. To cancel your subscription, go to your account and select “Manage subscription” and then cancel your subscription.

Can I make changes to my subscription/size/frequency/shipping address/or any other requests?

Feel free to reach out to the MORI team any time by email, alternatively you can give us a call on + 44 (0) 2036375543, service open Monday to Friday 9 am to 6 pm (GMT), and we will be happy to assist with any subscription request big or small.

Will the items arrive in the appropriate sizing? What if my baby's growth rate is different?

We did a lot of research and optimised the sizing of our garments with the average growth rate of babies, however we realise every baby is unique. So, when signing up for a subscription be sure to fill in the empty text box with any other information we should know about your baby i.e special sizing requests favourite colour or style and we will be sure to adjust your subscription accordingly. Also, please don't hesitate to reach out if you would like to amend the sizing options currently being sent to you.

Will I get the same parcel every month?

Every parcel is unique and its contents are curated for you and your baby’s needs. We will provide you with a selection of clothing and other signature MORI must-haves that will all come in handy as your baby grows. Occasionally we will surprise you with MORI signature blankets, towels, sleeping bags and other higher value items.

How much does a MORI parcel cost? Are there any hidden fees? Is it cheaper than purchasing individual items?

Subscriptions start from £12 per parcel and are delivered every month. You have the option to pay each month or you can subscribe on a prepaid basis for 3, 6 or 12 month. Our subscriptions provide a saving of up to 1/3 versus regular in-store purchases.

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