Cancelling and returning goods

You are entitled to cancel your order or contract with us provided that you do so within 14 days of delivery. If you wish to cancel your order then you can do so by emailing customerservice@silvercrossbaby.com, calling 0345 872 6900 or writing to Customer Service by post to Silver Cross Limited, Micklethorn, Broughton, Skipton, North Yorkshire, BD23 3JA. If you wish to write or email you may do so by using our model cancellation form, set out here. This shall not affect your statutory rights in relation to faulty products. For information on faulty products, please see below.

If no goods have been dispatched, then we will provide a full refund within 7 working days of receiving your notice of cancellation including any shipping charges you have paid for.

If the goods have been dispatched, the goods must be returned in an unused condition, in the original packaging and complete with all original parts, accessories and free gifts with purchase if applicable. Please note you may be responsible for collection charges.

If you cancel a furniture order within 48 hours of your agreed delivery slot, then a £90 charge may be levied.

We may make a deduction from the refund for loss in value of any goods supplied if the loss is a result of unnecessary handling by you. We will make any refund due to you as soon as possible. We will make the refund no later than 14 days after we receive your notice of cancellation or when the product is returned. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.

For products purchased at third party retailers, please contact the retailer in the event that you wish to return your product. To qualify for a refund, the goods must be returned in an unused condition, in the original packaging and complete with all original parts and accessories. Please note that should you cancel your order within the 14 working day cooling off period we will refund the cost of the item and also the applicable per item delivery charges. All items will be collected by the Silver Cross nominated carrier. Please call customer services on 0345 872 6900 between 9.00am and 5.30pm Monday to Friday (excluding public holidays). Please have your original order number available to quote when calling as your proof of purchase. Or, email us at customerservice@silvercrossbaby.com for a return label or to arrange collection. If you do not return the goods delivered to you, we shall be entitled to deduct the direct costs of recovering the goods from the amount to be re-credited to you.

If you would like to return an item of furniture purchased from the Silver Cross website, please contact our customer services team at 0345 872 6900 and we can talk you through your options.

For products purchased at third party retailers, please contact the retailer in the event that you wish to return your product.

For goods purchased from the Silver Cross website, you are entitled to an automatic refund, or we are happy to offer an exchange on any faulty item within 30 days of delivery.

Please note that any faulty product MUST be returned to us in order to qualify for either a refund or an exchange. In order to arrange for a product to be returned, please get in touch with us by calling 0345 872 6900 or customerservice@silvercrossbaby.com and we will talk you through your options. We will refund the price that you paid for the faulty products in full (including any basic delivery charges you have already paid) and will pay any applicable collection charges. Please note that refunds can take up to 14 days to process once we have confirmed that a refund is due.

If you find a fault with your product outside of the 30-day period please get in touch with us to discuss. We will deal with this type of faulty product on a case by case basis and will always ensure that your statutory rights are not affected.

For products purchased at third-party retailers, please contact the retailer in the event that you wish to return your product.

If your Silver Cross product suffers damage at any time during its lifespan, we may be able to repair it for you at your cost. Please contact us for a quotation.

To arrange the collection of any item for repair, please call our Customer Service Team on 0345 872 6900 between 9.00am and 5.30pm Monday to Friday (excluding public holidays).

Please see details of our warranty set out here