We're here to help. Here's some of your most frequently asked questions...
What is your returns policy?
We want you to be happy :) We accept returns within 28 days of despatch. If for any reason you wish to return your BINIBAMBA please drop us an email at firstname.lastname@example.org including your name, BINI order number & we'll email you our returns form to enclose with your return.
All returns must be returned in an un-used condition in their original packaging. We do not offer free returns & recommend using a tracked service as we cannot accept liability for lost parcels.
For more information, please see here.
Can I exchange my item?
We do not accept exchanges. If your order is within the 28 days return window & you wish to swap for another item, we suggest returning your item for a full refund & reordering the chosen item. Please head to our returns page for further information.
What payment methods do you accept?
We accept all major credit & debit cards as well as Paypal. We do not accept Amex or payment by cheque.
Will I pay duties & taxes on my order?
EU friends….good news! We now fulfil all EU orders from within Europe & there are NO additional import or duty charges when you order a BINIBAMBA… just super snuggly BINI coming your way! We are also now able to offer very competitive rates on shipping within Europe.
Please note that the only exception is for personalised orders which continue to ship from the UK. Customers within the EU will be liable for import & duty charges for personalised orders only.
If you live in Norway, Switzerland or any country outside of the UK and EU, you will be liable for import duties & taxes on your parcel. Please see our Delivery page here for more information.
Can I amend my order after it is placed?
Our in-house team work hard behind the scenes to get your BINIBAMBA to you as swiftly as possible. Orders received pre-12pm will ship on the same day & so order amendments are not always possible. If you need to amend your order, please contact our customer service team email@example.com as soon as possible including your name & BINI order number and we will try our best to assist.
Can I cancel my order?
We can cancel your order if it has not yet been picked for despatch. Please contact our customer service team as soon as possible at firstname.lastname@example.org and we will try our best to assist you.
I'm having issues at checkout...
Always double check that your billing & shipping address are 100% correct as otherwise the card will be rejected. Still having issues? Please contact email@example.com. It may be helpful to provide screenshots of the issue you are having so we can better understand the issue you are experiencing.
When will I receive my delivery?
Our team work hard to despatch your order same day for orders received pre-12pm. We then handover to your selected delivery service. We offer a selection of services…because sometimes you can wait…and sometimes you can’t!
Please head to our Delivery page here to see a full list of delivery services & the estimated delivery timeframes. Please note that the time frames given are as quoted by the carrier & are provided as a guide. At busy periods eg. Christmas & Black Friday we recommend selecting a more premium service & will always update our delivery page with the most up to date information.
How can I track my order?
We offer a selection of delivery services. When your BINIBAMBA ships, you will receive an email with your parcel tracking number. Please see the following links so you can pop your tracking number in for an update:
I haven't received my delivery
Our team work hard to get your BINIBAMBA to you as quickly as possible. We aim to despatch orders received pre 12pm the same day. Please note that orders placed after this time will leave the next working day. (Orders placed after 12pm on a Friday will despatch the following Monday).
During peak and sale periods (eg. Black Friday & Christmas) despatch may take longer, however we will be in touch should it take more than 2 working days.
Please make sure that you are allowing for this plus the selected delivery time when calculating your parcel’s expected arrival time & select the most appropriate delivery option accordingly.
You will receive an email as soon as we despatch your parcel from our warehouse. If your parcel hasn’t arrived you can track it using the courier link you will have received via email. This is always the most up to date information that we can provide. Please always check your junk for these emails & check before dropping our customer service team an email.
If you should still require assistance please drop us an email at firstname.lastname@example.org quoting your name and BINI order number and we will be happy to assist.
When will I receive my order if it contains pre-order items?
The expected despatch dates for pre-order items will always be listed in the product description. Please check this carefully before purchasing! Please note if you order a pre-order style along with any other BINI bits, your order will NOT ship until all your items are in stock. If you need any of your items earlier please put them through as a separate order.
What if my item is damaged or faulty?
We take every care to ensure your BINI reaches you in perfect condition. If you receive something that has been damaged in transit or appears faulty, please immediately contact our customer service team email@example.com providing photographs to support your query along with your name & BINI order number.
Is there anything to be aware of when using a 100% natural product with my baby?
Sheepskin & wool are incredibly resiliant, hardwearing, naturally antibacterial & dirt resistant thanks to the lanolin found in wool.
Natural products such as sheepskin & wool can change in colour when exposed to sunlight & this is part of the natural nature of our products & is to be expected over time.
Some minor shedding can occur on our sheepskin Snugglers where our pre-cut harness holes are cut into the sheepskin. Before use, we recommend running your fingers along the edge of the harness holes & giving a gentle shake to release any loose fibres.
Some natural shedding can occur with our merino wool clothing. We recommend giving your BINI a good shake before use.
Are your sheepskins suitable from birth?
Our Snugglers, Wrigglemats & Puffmuff are every Binibabes BFF from birth. We independently test our sheepskins to ensure they are REACH compliant & free of nasty chemicals - Binibabes can sleep tight.
Suitable for use in your moses basket, bassinet & baby bouncer from day one, sheepskin has some amazing health benefits for newborns. Naturally thermostatic, sheepskin helps to regulate a baby’s body temperature (something that babies under 18 months struggle to do themselves) helping to keep your baby toasty in winter & cool come summer.
What can I use my Snuggler in?
Our sheepskin Snugglers have pre-cut harness holes that make them multi-use so your BINI really can grow with your baby. Use in your bassinet & moses basket from birth, buggy, baby bouncer, baby chair and more.
When can I use my Snuggler?
Our sheepskin Snugglers are designed for use all year around. Naturally thermoregulating they help keep your Binibabe toasty in winter and cool come summer. Avoid use in extreme temperatures or in very warm weather 27 degrees celcius or above to avoid over heating.
We do not recommend using our printed or stripe sheepskin Snugglers in high temperatures when your baby is bare skinned as suncream (and urine) can strip the sheepskin & colour transfer may occur. Using in these conditions is at your own risk.
Will a Snuggler fit my buggy?
Our Snugglers are universal fit for all buggy’s with 3 or 5 point harnesses where the straps can be undone. This allows you to thread the straps through our handy pre-cut holes & attach it to your buggy.
For models with a 5 point harness where the straps are separate to, or are detachable from the waist straps and click into a central clip, installation is simple and easy. Simply undo the harness & thread the shoulder straps through our Snuggler’s precut harness holes.
For models that have a looped continuous shoulder strap, you will need to undo the harness straps of your buggy in-order to thread them through the pre-cut harness holes of our Snugglers. Most buggy brands have quick & easy online tutorials available that explain how to undo your straps. Once undone, you can thread the straps through our pre-cut harness holes & then refasten your buggy straps.
Please note, the only make of buggy we are aware that our Snugglers are not compatible with are the newest Cybex models from 2022 onwards. The brand’s newest models have stitched down, continuous looped shoulder straps so it is not possible to undo them.
For a step-by-step guide on how to fit your Snuggler please head to our tutorial here.
Will the Puffmuff fit my buggy?
Our Puffmuff’s are universal fit for all buggy’s with a 3 or 5 point harness where the sholuder straps are seperate from or detach from the waist straps & have a detachable hood or canopy.
For models with 5 point harness where the straps are separate to, or are detachable from the waist straps and click into a central clip, installation is simple and easy. Simply undo the harness & thread the straps through our Puffmuff’s pre-cut harness holes.
For models that have a looped continuous shoulder strap, you will need to undo the harness straps of your buggy in-order to thread them through the pre-cut harness holes of our Puffmuff. Most buggy brands have quick & easy online tutorials available that explain how to undo your straps. Once undone, you can thread the shoulder straps through our pre-cut harness holes & then refasten your buggy straps.
Please note, the only buggy’s that we are aware our Puffmuff is not compatible with are the newest Cybex models 2022 onwards (the new continuous looped straps are stitched down and cannot be undone) & the Bugaboo Butterfly that has a fixed hood (all other Bugaboo’s are compatible) & doesn’t allow the flap at the top of our Puffmuff to be threaded under the buggy hood & tied at the side to secure the Puffmuff in place.
For a step-by-step guide on how to fit your Puffmuff please head to our tutorial here.
Can I collapse my buggy with the Snuggler or Puffmuff installed?
As with all sheepskin liners or footmuff’s, while it will be possible to partially collapse your buggy to accommodate getting your wheels in & out of a car for example, your buggy won’t fully collapse. Should you wish to fully collapse your buggy, you will need to remove your BINIBAMBA, however for regular day-to-day use you can leave fitted.
Is the Puffmuff outer PFC free?
Caring for the planet & the health of our Binibabes is our priority. The water & wind resistant outer of our Puffmuff is handmade from GRS certified 100% recycled polyester that is made from post consumer waste & is PFC free, helping to minimise our impact on the environment.
Perfluorinated chemicals (PFC’s) are chemicals applied to fabrics to increase their waterproof capabilities & are widely used in outdoor products. Research has shown that PFC’S are extremely persistent in the environment & take a very long time to break down allowing them to accumulate in quantities that damaging to the environment & also to the health of those wearing products that contain them. As part of our commitment to both the planet & the safety of our Binibabes we are proud our Puffmuff is PFC free.
How do I know what size to purchase?
Our sheepskins are one size, but as parents ourselves, we know picking the right size isn't always easy when it comes to clothing. We design with longevity in mind (love on loop before you hand me down!) & generally our sizing is generous to give our Binibabe’s room to grow. We want you to get the most use from your BINIBAMBA!
To give you the best possible guide, our clothing is labelled by size & age. We also include key measurements (taken flat) to aide you in your selection that can be found within the product description of each product.
How long does personalisation take?
Please allow 7 working days from order for personalised orders to be despatched.
I can't seem to input the full name into the personalisation box
Unfortunately we cannot accept personalised orders for names longer than 7 characters due to the restrictions of our embroidery machine. We suggest opting instead for an abbreviation of the full name, or the initials of your Binibabe.
Can I return a personalised item?
No, due to the bespoke nature of personalised items we are not able to refund or return them. EU orders will ship from the UK & the customer is responsible for all import duties & charges.
Do you offer gift wrapping?
Each & every BINIBAMBA is presented ‘gift-ready’ as standard in our reusable cotton dustbags. You can add a FREE gift note at checkout which will be lovingly handwritten by our team on our branded BINI note cards. For extra ahhh appeal, you can also add one of our recycled BINIBAMBA gift boxes at checkout to your order. Please note that unfortunately due to their large size, we are unable to send our Puffmuffs in gift boxes.
Do you sell gift vouchers or gift cards?
The perfect gift if you’ve left it late or unsure which BINI to go for….our gift vouchers are delivered digitally either to your inbox or directly to the recipient. You can find them here.
How do I care for my BINIBAMBA?
Treat your BINI with love. Our products are handmade from 100% natural materials & need to be treated with care.
Naturally antibacterial & dirt resistant (yes really!) thanks to the lanolin naturally present in sheepskin & wool, it's best for BINI & the planet to only wash when really necessary and always follow our product specific guidelines. We recommend sponging off light spills with a damp cloth, giving your BINI a regular shake & brush using a comb or sheepskin brush & for more stubborn spills on our sheepskins we suggest specialist dry clean (never machine wash).
For our merino wool clothing wash with care on a delicate, cool wool cycle, using a wool detergent. Reshape whilst damp & leave to dry away from direct heat.
For further tips on how to care for your new arrival (that’s your BINI!) head to our care guide & watch our tutorial on how to care for our sheepskin Snugglers here.
Where is BINIBAMBA made?
We care & want to share where BINIBAMBA is sourced & produced.
Since our launch in 2016 we have worked with the same family-run factories & world renowned tannery to bring you BINIBAMBA & our products are lovingly made in the UK, EU & China.
Our factories are independently audited to ensure they comply to the highest ethical standards & we are so proud that our tannery is LWG Gold certified.
We independently test our sheepskins to be REACH compliant & the sheepskin* used in our products is Woolmark & OEKO-TEX® LEATHER STANDARD certified to baby class standard. Binibabe's can sleep tight, knowing your BINIBAMBA has been produced to the highest possible standard.
Head to our sustainability page to read more about where & how we produce BINIBAMBA.
How is BINI taking steps towards becoming a more sustainable business?
Caring for the planet & for the future for our Binibabes is at the heart of everything we do. At every stage of production and delivery we consider the sustainability of our processes, packaging & waste. Head here to read what we get up to behind the scenes to bring you BINI.
How do you use my data?
When you subscribe to our newsletter you agree to be contacted for marketing from BINIBAMBA only & you can unsubscribe at any time using the link at the bottom of our email or contact us at firstname.lastname@example.org
* excludes our coated sheepskin buggy mittens