FAQs

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. 

All returns must be sent back in an un-used condition in their original packaging including the BINIBAMBA dustbag. Personalised & sample sale items are not returnable. 

We recommend using our portal where possible for a fully tracked returns service as we cannot accept liability for lost parcels. Returns from most locations are simple & paperless using our return portals - please check which portal to use carefully. If using the portal a small fee will be deducted from your return.

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 fulfil all EU orders from within Europe so that there are NO additional import or duty charges when you order from us… just super snuggly BINI coming your way! 

Please note that the only exception to this is 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 your order contains personalised & non-personlised items we will split the shipment for you so that you only pay import taxes & duties on the personalised item. 

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 for more information.

I'm having issues at checkout...

If there are any issues at checkout please always check that your billing & shipping address are correct, as otherwise the card will be rejected. It may be helpful to clear cookies or cache from your browser or to try & use another browser. Still having issues? Please contact customercare@binibamba.com. It is very helpful if you can provide the team with screenshots of the issue you are having, so we can better understand the problem.

 

Can I amend or cancel my order after it is placed?

Our in-house team work hard behind the scenes to get your BINIBAMBA to you as fast as possible and within 48 hours of order. Orders received pre-12pm on a working day may in some cases 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 customercare@binibamba.com as soon as possible including your name & BINI order number and we will try our best to help.

 

When will I receive my delivery?

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. Please note FREE SHIPPING does not apply during sale periods, thank you for understanding.

 

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:

UK

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  customercare@binibamba.com 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 customercare@binibamba.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 resilient, 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.

Find out more about sheepskin’s superpowers here & have a read of our safety guide here which includes a link to the Lullaby Trust safe sleep guidelines.

 

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.

Please note we do not sell for use in car seats. To find out more about the different ways to use your Snuggler head here & for safety information take a peek at our handy guide here.

 

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 81 degrees Fahrenheit above, to avoid over heating. At these temperatures no additional help in cooling is provided by sheepskin.

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. If this does happen please rest assured our prints are harmless and will wash off in the bath or shower however using in these conditions is at your own risk.

 

 

Will a Snuggler fit my buggy?

BINI’s got a Snuggler for any bassinet, buggy or stroller. 

Our most popular style… our classic or Detachable Harness Snuggler fits all buggies & strollers with a 3 or 5 point harness where the waist & shoulder straps can be undone. Simply undo the harness from the buckle, thread the shoulder straps & buckle through the pre-cut harness holes, fasten & you’re ready to roll. 

The detachable Snuggler fits most popular models including all Stokke Babyzen Yo-Yo, Bugaboo, Baby Jogger, iCandy, Joie, Joolz, Maxi Cosi, Mountain Jogger, Nuna, Silver Cross, Thule.

We recommend using our Detachable Harness Snuggler for all newborn inserts & bassinets. 

Our Fixed Harness Snuggler is designed for Cybex buggies & other models with continuous 3 or 5 point looped harnesses that cannot be undone. The Fixed Harness Snuggler has longer vertical harness holes, allowing you to pull your whole harness through & then fasten with velcro behind, to give the perfect fit.

Our Fixed harness Snuggler is compatible with all Cybex models & some others including the Uppababy Vista, Egg 2 & 3. 

Still unsure? Most buggy brands have quick & easy online tutorials available that explain how to undo your straps. 

Please check which Snuggler you require before purchase & if in doubt please email customercare@binibamba.com.

 

 

 

Will the Puffmuff fit my buggy?

The Puffmuff is designed for use once your baby can sit in their buggy or stroller unaided.

The Puffmuff is attached by threading your buggy or stroller’s straps through pre-cut harness holes & threading a flap at the top of the Puffmuff between the hood & top of your seat to fasten. If your buggy has a seat adjuster at the top of the hood you will be able to pull this through the flap. Alternatively, any levers can be accessed by untying one side of the Puffmuff.

Our Classic Puffmuff is designed for buggies & strollers with a 5 point harness, where the waist & shoulder straps can be undone. Simply undo the harness & thread the shoulder, waist & buckle strap through the Puffmuff’s pre-cut harness holes. 

Our Fixed Harness Puffmuff is designed for Cybex buggies & other buggies with continuous looped straps, such as Uppababy Vista. The Fixed Harness Puffmuff has longer vertical harness holes, allowing you to pull your whole harness through & then fasten with velcro behind, to give the perfect fit.

Please note… buggies with fixed hoods with no space between the top of the buggy and the hood are not fully compatible, as the Puffmuff cannot be secured at the top. Models known to be incompatible due to the fixed hood include the Bugaboo Butterfly, Cybex Balios S Stroller, EGG3, iCandy Peach/Core/Cerium/Raspberry, Joolz Aer, Nuna Triv, Triv Next & Swiv, Silver Cross Reef & Clic, Maxi Cosi Oxford, Thule Urban Glide.

To check compatibility with your buggy please visit our How To Fit page where you’ll be able to watch a short video on how to attach the Puffmuff.

Please always check which Puffmuff you require before purchase to avoid disappointment!

 

Will I be able to use the levers that adjust the seat on my buggy with the Puffmuff in use?

On buggies and strollers with a seat adjustment at the back, please be aware that the Puffmuff flap may cover any adjustment levers. However, you should be able to pull your adjuster through the flap or simply untie one side of the Puffmuff to access!

 

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 which 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. They are valid for one year from purchase & 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 & the sheepskin* used in our products is Woolmark & REACH certified. 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. 

 

 

Who is BINIBAMBA's EU Compliance Representative?

How do you use my data?

BINIBAMBA strictly adheres to the UK’s GDPR regulations regarding the use & storage of data. Please head to our Privacy policy here to find out more here.

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 customercare@binibamba.com

 

* excludes our coated sheepskin buggy mittens