FAQ

Most common questions

Where is my package?

To track your order, please add your order number and the email address used when placing your order.

Once your order has been shipped from our warehouse, we will send a delivery confirmation by email with tracking number / package ID. By clicking the tracking link in the delivery confirmation, you will be directed to the tracking page where you will be able to track your parcel.

Has my order been placed?

We will send an order confirmation to the email address you provided as soon as your order has been registered in our system. Please note that it may take up to an hour for this email to be sent.
Once your order has been packaged and sent from our warehouse, you will also receive a delivery confirmation that will let you trace your parcel.

If you are unsure that your order has been placed, there are different ways to check this:

– When the order was placed, you should have arrived on a page titled “Your order”.
– An order confirmation has been sent to your specified email address. Make sure that this email has not ended up in your spam.
– You can see your order on your account. By clicking here you will be redirected to “My Page”.

How do I make a claim on a product?

Sometimes a product does not meet the quality expected. In these cases, we will of course, help you to make a claim. Follow the steps below and complete your claim with the correct information so that we can handle your case right away. Please submit the claim via our web form on the customer service page.

How do I make a claim on a product?

Information needed for claims for clothing, shoes, furniture, and toys:

• Order number
• Clear photos/videos of the defect
• Description of the defect

Once we have received this information, we will process your case as soon as we can and get back to you.

If you need to contact us regarding your complaint, please reply to the same email where you submitted your complaint. We do however kindly ask that you to wait before sending a follow-up when making a claim as it may take time to receive a response from the supplier. Our absolute goal is, of course, to resolve the matter as quickly as possible.

In case of a dispute, we will follow the recommendations of the Swedish Complaints Board.

How do I make a claim on a stroller?

Information needed for a defect stroller:

• Order number
• Clear photos/videos of the defect
• Photo of serial number. Please take a photo of the full sticker which can usually be found on the chassis at the wheels or by the shopping basket
• Description of the defect

In case of a dispute, we will follow the recommendations of the Swedish Complaints Board.

How do I make a claim on a car seat?

Information needed for a defect car seat:

• Order number
• Clear photos/videos of the defect
• Photo of serial number. Please take a photo of the full sticker
• Description of the defect

How do I make a return?

Returns can be made within 30 days of placing your order.

All returned items should be wrapped and well packaged so that the packaging is not damaged. Return all items with original packaging and the tags must still be attached. You may not tape or paste anything directly on the product’s original packaging.

How to handle your return:

• Register your return.

• Pack the products carefully and seal the return package.

• Fill out the commercial invoice and attach it to the outside of the parcel if your return is sent from the outside of the EU. The commercial invoice is not required for UK returns.

• If you received a return label, drop off the package with the courier that is stated on the label. Otherwise you can take it to any courier of your choice and send the package to:

Innove
7310 Fieldstone Lane Brooklyn,
NY 11220
USA

NOTE! You as the customer has the financial responsibility for your return coming to us. Please note the package ID of the package that you ship in return to us and request a receipt.

The right to return or exchange a product does not apply to goods which has been used or with broken seals / without tags. The right to return or exchange a product does not apply to certain items due to health or hygiene reasons, such as underwear, pacifiers, baby bottles, and hair accessories (exceptions are made for returns of a breastfeeding bra where you have tried it with a breastfeeding insert). Swimwear can be returned / exchanged if tested with underwear and if the hygiene liner is still attached. Due to security reasons, the right return or the right to exchange does not apply to mounted prams and child seats.

If you send back items that do not meet the requirements of our return policy, the item(s) will be shipped back to you and a refund will not be issued.

You will be refunded the standard shipping fee if you return your entire order and if you live in a country that is a member of the European Union. You are still obligated to pay for the return fee if you are returning items from a country which does not qualify for free returns.

Feel free to contact our customer service team if you have any more questions!

My order

Why can't I check out if the order value is less than the minimum amount?

We believe that it is important from a sustainability perspective that you merge your purchases so that we can send larger orders fewer times to reduce our environmental footprint.
Thank you for your understanding!

Has my order been placed?

If you are unsure that your order has been placed, there are different ways to check this:

I cannot order or find a product - What does this mean?

To keep our fast deliveries, you can only purchase products that are in stock. If you try to purchase more items than what we have in stock, the order will not go through and the system will automatically revert to the number of items in stock at the moment.

Can I cancel my order?

If you wish to cancel your order, contact our customer service department as soon as possible. Please give us a call for faster handling time.

In order to keep our fast delivery times, your order will be processed as soon as it has entered our system. Therefore, we can not guarantee that we can cancel your order.

Can I add a product to an order?

It is not possible to add or remove items in an existing order. However, you can make another order and we will correct the shipping cost afterwards.
Contact our customer service and we will confirm when or if the change has been made.

Can I order by phone or email?

In order to protect your privacy and personal information, we cannot place an order for you. We only accept orders made through our website.

Delivery

Can I change my shipping address?

If you want to change your shipping address, please contact our customer service as soon as possible. In order to keep our fast delivery times, your order is processed as soon as it has entered our system. Once your order has been processed, we cannot make any changes. We can therefore not guarantee that we will be able to make the change for you.

What happens if my order is delayed?

We work with leading shipping suppliers to enable fast deliveries from our warehouse to your home. However, there are sometimes delays, if this happen you are more than welcome to contact our customer service for help. You can also click here to track your package.

When will my order be sent?

We strive to ship all orders from our warehouse within one business day. Please see our checkout page for shipping options and delivery times to your country.

Where is my package?

To track your order, please add your order number and the email address used when placing your order.

What if I have not received my order?

If you have not received your order within the promised time frame, please contact our customer service so we can resolve the issue for you. Please note that a missing parcel claim must be reported to us within 30 days from the day that you placed the order.

Payment

What different forms of payment do you have?

PayPal

With a PayPal account, you will be able to easily pay with your e-mail address and password. If you do not already have a PayPal account, you can create it by clicking here.

If you want to read more about paying with Paypal, you can do it here.

Where is my invoice?

Your invoice is always emailed to the email address you provided at checkout. The sender is “Klarna”, which is our invoice partner. The invoice will be emailed to you once we have sent your order from our warehouse.

I am having an issue with paying at checkout.

If you experience problems with ordering on our website, it may be because you are trying to pay with a card issuer or payment method that we currently do not support. If none of these are applicable, please check with your bank to make sure your card supports international purchases.

If you have further problems, please contact our customer service.

Campaigns & offers

How long are promotions / offers valid?

You can find information about promotions and offers in our ads, newsletters and at our website.

Product and price information is provided with reservations for typographical errors, change of price, inventory, any incorrectly stated product descriptions / technical specifications and for items out of stock.

How do I use a discount code?

Follow the steps below to use your discount code:

1. At checkout, click on “use a promotion code”

2. Enter the code and click “ok”

Keep in mind that you can only use one discount code per order, after the code has been used it is invalid. Our discount codes can be linked to specific products, thresholds and/or campaigns.

How do I use a gift card?

Follow the steps below to use your gift card.

1. At the checkout, click on “Use a giftcard”.
2. Enter you code and click on “Ok”. The value of the gift card will now be deducted from your order total.
If the gift card does not cover the total of your order, you can choose which payment method you want to use for the remaining amount.

When buying a digital gift card, keep the following in mind.
– If you buy any item other than the digital gift card. the email with the gift card will be sent to your email address when your parcel is shipped from our warehouse.

If you buy digital gift cards, it may take up to 24 hours before your gift card is sent to your email.

Gift cards terms:

– The gift card is valid for 1 year from the date of purchase.
– You can use part of the gift card to pay for an order. You do not need to use the full amount in one purchase.
– Gift cards can not be exchanged or returned, including loss or theft.
– Gift cards are non-transferrable and cannot be exchanged for money.

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