Frequently Asked Questions
Complaints
1. I have a complaint. What can I do?
Please contact BabyHuys. Our staff will discuss with you how to solve the issue. You may contact us by email: service@babyhuys.com or by phone: +88 200 89 20.
Our Customer Service is available from Monday till Friday from 09:00 till 16:30 hours (local time)
Please never send anything back without having contacted BabyHuys.
2. I am assembling the furniture I ordered or have assembled them and have a complaint. What can I do?
If you have a complaint about furniture please contact BabyHuys. Our staff will discuss with you how to solve the issue. You may contact us by email: service@babyhuys.com or by phone: +88 200 89 20.
3. How long does it take before my complaint is dealt with?
How long it takes to deal with your complaint depends on the type of complaint and the article that the complaint is about. When you tell us your complaint our staff can usually give you an indication how long it will take to solve the problem.
4. Do I still have warranty after my problem is solved?
Yes, the original warranty time is still valid for the article you had a complaint about.
Deliveries
1. Why isn't my order delivered straight away?
All orders BabyHuys receives will be delivered within 3 working days if they are in stock. If they are not in stock we will contact you regarding the delivery.
In some cases it is not possible to deliver an item within 3 days. This is usually in the case of large articles (such as baby rooms, strollers, etc) and items that are temporary unavailable. If this is the case BabyHuys will contact you.
2. Can I choose when my order is delivered?
Yes, you can decide when you would like to receive an order. If you would like to receive your order a few weeks or even months later you can request this by filling out the remark line when filling out the payment details.
3. Does Babyhuys deliver on weekends?
BabyHuys delivers Monday to Friday. On weekends some deliveries are possible on Saturday (the DPD order service is unavailable on Saturdays) .
4. How can I make an appointment for the delivery of my order?
If you have ordered one or more large items (baby rooms, strollers, etc) BabyHuys will get in touch with you to make an appointment for the delivery.
If you have any questions about a delivery or would like to make an appointment for a delivery yourself, please contact Babyhuys. You may contact us by email: verkoop@babyhuys.com or phone: +88 200 89 20.
5. What can I do if I am going on holiday and my order is not delivered yet?
If you are going on holiday before your order is delivered, please get in touch with BabyHuys as soon as possible. Your order will be send when you are back home.
You can contact us by email: verkoop@babyhuys.com or phone: +88 200 89 20.
6. Can large orders be delivered straight away as well?
If you order a large amount or articles or large items (baby rooms, strollers, etc) if could take longer before receiving your order. BabyHuys will contact you to make an appointment for the delivery.
7. I live in a flat/apartment complex. Can large items still be delivered?
Yes, if you live in an apartment complex or flat BabyHuys will still deliver your order right where you want it. Please specify when ordering that you live in flat/apartment complex while placing your order. You can mention this on the 'comments' line. Please also mention what floor you live on. If you forgot to mention this while ordering you can also let us know at a later time.
You may contact us by email: verkoop@babyhuys.com or by phone: +88 200 89 20.
8. When can I pick up my order?
When we receive your order we will notify you when your order will be ready to be picked up. You can pick up your order after receiving confirmation that the order is ready.
9. Do you need to see my ID when I go to the store to pick up my order?
No, we do not need to see any identification when you pick up your order. We do advise you to print a copy of the order and take this to the store with you.
10. I was not at home when they tried to deliver my order. What can I do?
If you were not at home when we tried to deliver your order, please contact BabyHuys to make a new appointment. You may contact us by email: verkoop@babyhuys.com or by phone: +88 200 89 20.
11. I still have not received my order. Now what?
If you still have not received your order after a week and we did not get in touch with you, please contact BabyHuys by email: verkoop@babyhuys.com or by phone: +88 200 89 20.
12. My delivery was not delivered on the correct date. Now what?
If you have made an appointment for a delivery and you have not received your order on this date, please contact BabyHuys by email: verkoop@babyhuys.com or by phone: +88 200 89 20.
New delivery procedures in Finland and Sweden!
Our partner for the Nordics, PostNord, has recently changed the delivery procedure for shipments to consumers. What has changed?
All packages addressed to consumers are now delivered directly to a Parcelshop and are no longer delivered to the consumer at home.
This change for packages only applies to the destination countries Sweden and Finland.
The delivery procedures for Denmark and Norway remain unchanged
The reason for this change is that consumers in the Nordics want a parcel to be delivered directly to a Parcelshop.
General
1. How can I let BabyHuys know that my name/address has changed?
You can change your address yourself by logging into your account and changing your details. If you have already placed an order and would like to change your address, please contact BabyHuys. You can contact us by sending an email to: verkoop@babyhuys.com
2. What are opening hours of the store?
The opening hours of the store are:
Monday: 10.00 - 16.00
Tuesday: 10.00 - 16.00
Wednesday: 10.00 - 16.00
Thursday: 10.00 - 16.00
Friday: 10.00 -16.00
Saturday and Sunday: Closed
3. How can I sign up for the Babyhuys newsletter?
Signing up for the newsletter is easy. Just click on 'Newsletter' on the homepage.
4. I frequently receive the Babyhuys newsletter. How can I sign off and stop receiving it?
You can stop receiving the newsletter by clicking on 'Sign off' at the bottom of the newsletter.
Order information
1. When will my order be delivered?
If you place an order using our website and the items are in stock then it will take up to three days before your order is delivered. If the item is not in stock we will contact you. If you choose to transfer the amount for your delivery then we will send your order as soon as we receive the full amount.
If you choose to pick up your delivery in our store yourself you will be notified by email as soon as the article is ready to be picked up. We kindly ask you to wait until you have received our email before coming to the store to pick up your order.
2. How do I know if the order I placed online was received?
When you place an order on our website an email gets send to the email address you used for the order. This email confirms that we have received your order.
3. Can I order something if I live abroad? How much is the shipping?
Yes, you can also place an order if you live abroad. As soon as you put an item in your cart, you can see the availability and shipping costs for your country.
4. Can Babyhuys assemble my furniture for me?
Yes, we can assemble your furniture for you. Our experienced mechanics will assemble your furniture straight after delivering it. There are some costs involved for this service and it may take longer to schedule your delivery.
If you would like us to assemble your furniture, please contact Babyhuys. We will then inform you about the costs, etc. Contacting us is possible by phone +88 200 89 20. or by e-mail: verkoop@babyhuys.com
5. What are the shipping charges?
Please check our delivery website for information.
6. Do I need to pay shipping charges if I want to pick up my order at your store?
No. If you pick up your order yourself you do not have to pay shipping charges.
7. Do I need to pay extra charges if something is delivered subsequently?
No. If something is delivered at a later time than the rest of your order there are no extra charges.
8. Do I need to pay an extra charge if I place an additional order?
No. We only charge shipping costs once per order.
9. Why isn't it possible to add a Stokke Tripp Trapp to my shopping cart?
This problem arises if you have a pop-up blocker. Stokke has a mandatory instruction video of how the product works that we need to show when selling a Stokke Tripp Trapp.
10. Do the prices include VAT?
Yes, all prices include VAT.
Payment information
1. How can I pay for my order?
There are three ways to pay for your online order.
1. iDeal
Uses the security of your banks own online banking system. Available for Dutch bank accounts.
2. PayPal
You pay using your Paypal account via a secure SSL-connection. Will be available soon.
3.Transfering the money from your bank account
We process the order as soon as we have received the payment.
2. Can I order something now and pay for it later?
No, it is not possible to order something now and pay for it later. The full amount must be paid when the order is delivered. The only exception is if we have informed you that some items will be delivered at a later time.
3. Do I need to pay the full amount at once?
Yes, the full amount needs to be paid when ordering or picking up the products.
4. Part of my delivery will be delivered later. Do I still need to pay the full amount already?
No, you only have to pay for the articles that will be delivered at that time. The payment for the back order can be done when the delivery date is known.
5. What is the bank account number of Babyhuys?
Bank account number: 0825.7424.63
IBAN: NL64ABNA0824742463
BIC: ABNANL2A
K.v.K.: 71633219 (Chamber of Commerce)
6. I live abroad. How can I pay for my order?
There are three ways to pay for your online order.
1. iDeal
Uses the security of your banks own online banking system. Available for Dutch bank accounts.
2. PayPal
You pay using your Paypal account via a secure SSL-connection. Will be available soon.
3.Transfering the money from your bank account
We process the order as soon as we have received the payment.
4. Creditcard
You pay with Creditcard. We accept VISA or Mastercard.
7. How long does it take before Babyhuys receives my payment?
The amount of time it takes before the bank processes your payment depends on your bank and the way you choose to pay. If you pay electronically (online banking) it could be processed on the same day or within 2 days after you transferred the money. As soon as we have received the payment your order is processed.
8. I just transferred the money. When will my order be delivered?
Depending on the bank and the way you transferred the money, it could take up to 2 days before we receive the payment. When we receive the payment and the items are in stock it takes up to 3 days before your order is delivered. If we do not have the item in stock we will contact you straight away. The delivery time for large articles is generally a little longer. BabyHuys will in this case contact you to make an appointment for the delivery.
9. What do I need to consider to make sure that my payment is successful?
Please make sure when you transfer the money that all the details are correct and do not forget to mention the name and address for the order. When ordering online, mentioning the order number is sufficient. This number tells Babyhuys which payment belongs to which delivery. If your payment was successful, you get a confirmation via email.
10. What is iDeal?
iDeal is a safe and fast way to make online payments. iDeal uses the secure connection of your own bank. The way the payment is processed is exactly the same as when you make payments in another way through your bank. The only difference is that all the details have already been entered, which saves you the trouble of having to do that yourself and makes it less likely to make mistakes.
11. Which banks use iDeal?
The following Dutch banks offer this service:
ABN AMRO, ING, SNS bank, Fortis en Rabobank. Other banks are interested in iDeal but it is not known when they will start offering this service.
12. How long does it take before iDeal processes my payment?
iDeal processes your payment instantly.
13. Can Babyhuys guarantee that paying through iDeal is safe?
iDeal uses the security system of your own bank and is therefore just as safe as paying through your banks own online banking system.
14. My computer froze while making a payment through iDeal. What can I do?
If you did not receive any confirmation of your payment on your screen then your payment most likely failed. You could check if the payment was deducted from your bank account. If you have any questions about your payment you may contact us by email: verkoop@babyhuys.com or by phone: +88 200 89 20.
Returning/exchanging an item
1. How can I cancel (part of) my order?
If you would like to cancel your order or part of your order, please get in touch with us. You may reach us by email: verkoop@babyhuys.com or by phone: +88 200 89 20.
2. Can I exchange and article? How can I exchange an article?
If you would like to exchange an article you can visit our store. Please do not forget to bring the article and receipt/invoice/printed order confirmation.
Please use the original packaging. Damaged articles and/or packaging cannot be returned.
The shipping charges both ways need to be paid by the customer.
3. I would like to return an item. How can I do this?
If you would like to return an article you may do so in one of the following ways:
- Visit our store. Please bring your receipt/invoice/printed order confirmation. Our staff will handle your request straight away. The paid amount will be returned to you in cash or, in case of a large amount, deposited into your bank account. The shipping costs cannot be reimbursed.
- Get in touch with BabyHuys. Our staff will discuss with you how you can send the article back or if BabyHuys can get it picked up from your home.
You may contact us by email: verkoop@babyhuys.com or by phone: +88 200 89 20.
Shipping Charges cannot be reimbursed.
4. My pregnancy has unexpectedly and sadly ended. Can I send my order back?
In this case BabyHuys will take all unused items back and give you a refund. If you would like to return your items please contact us by email verkoop@babyhuys.com or by phone: +88 200 89 20.