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  Frequently Asked Questions
 
Delivery Ordering Itmes Payment
Return Items Charity Other
 
  Delivery
  What are your delivery costs?
Which places do you deliver to?
How long does delivery take?
Can I arrange delivery of goods on a set date?
If I am not able to receive my goods on the delivery day what happens?
Can you arrange for the furniture to be assembled?
What happens if the delivery package is damaged?
What happens if the goods are missing or damaged?
   
  What are your delivery costs?
  The delivery charge varies per item. Please consult the shopping basket for the delivery charge for the goods.
 
Which places do you deliver to?
At the moment we only deliver to mainland Britain. Please call our office for a quotation for the Scottish Highlands, Channel Islands or Northern Islands. We may be able to help shipping for customers located in Northern Ireland or the Channel islands.
 
How long does delivery take?
Most small items are dispatched from stock within 3 days. Items out of stock can take 28 days for delivery. Large items will be delivered within 6 weeks; if the item is in stock then we will endeavour to deliver the product within 3 weeks.
 
Can I arrange delivery of goods on a set date?
All large items will be delivered by our specialist 'white glove' furniture carrier. They will call you to arrange a convenient delivery date and then deliver the items to the room of your choice.

Small items will be delivered by Royal Mail or Courier. If you are out, they will leave a calling card with re-delivery instructions.
 
If I am not able to receive my goods on the delivery day what happens?
For smaller items, if no one is at home, the courier/post office will leave a calling card. You can call the number on this card to re-arrange delivery at no extra cost, or you may go to pick up the goods from your local depot (please confirm with courier first). Identification will be required.

For larger items the furniture carriers will arrange a suitable date with you. If you are unable to keep this date, then please inform the furniture carriers at least 24 hours earlier. Failure to do so may result in a delivery charge of 50, given that all the items will have to be returned and another delivery date arranged.
 
Can you arrange for the furniture to be assembled?
All of our furniture have complete assembly instructions. However, we can arrange for flat packed furniture to be assembled at an additional cost. Please call our office for a quotation.
 
What happens if the delivery package is damaged?
If the package is damaged on delivery, then please sign on the delivery note "Received Damaged". This does not necessarily mean that the goods inside are damaged. However, it will allow us to claim from the courier insurance.
 
What happens if the goods are missing or damaged?
  If any items are missing or damaged, then please inform on the day the items were delivered and prior to any assembly. We will exchange the damaged goods at our expense or refund the cost of the goods (including any delivery charge).
   
  Ordering Items
 
How do I place an order?
How to I order by using the web?
How do I know when my order has been received?
Do you have an item in stock availability?
What happens if some of my order is sold out?
Do you have a search facility?
Is there an easier way to search for the items if I already know the items code (from the brochure)?
   
  How do I place an order?
Order by phone
0845 201 1450
9 am 7 pm Monday to Friday
9 am 12 pm Saturday
Or leave your details on our 24 hour answer phone.

Order by Fax
0845 201 1451

Order by Post
Viva baby, PO BOX 46271, London, W5 1SQ
(Please sent the code number, price and full contact details including phone number)

Order by email
sales@vivababy.com

Order by website
www.vivababy.com (24 hours a day)
Register online to receive special offers that are not available by mail-order
 
How to I order by using the web?
To order by the web please have a look at the following page XXXX
 
How do I know when my order has been received?
When we receive your order we will send you a confirmation to the email address provided. The email will state what you have ordered and the delivery address.
 
Do you have an item in stock availability?
To check on stock availability, please email us on info@vivababy.com, or call 0845 201 1450.
 
What happens if some of my order is sold out?
We will wait until we can fulfil all of your order requirements. However, if the sold out item will not be available within a reasonable amount of time, then we can arrange delivery of the available items. The remaining items will be delivered when available at no extra cost.
 
Do you have a search facility?
We have a search facility on the home page. Simply enter the code number or item description and press go.
   
  Is there an easier way to search for the items if I already know the items code (from the brochure)?
  You may use the web Quick Buy facility to purchase items where you already know the code. Enter the codes of up to 10 items and press checkout to quickly find and purchase the items. Please follow this link
   
  Payment
  What payment forms do you accept?
How does the interest free credit work?
How do I accept interest free credit?
   
  What payment forms do you accept?
We accept payment by Postal Order, Visa, MasterCard/Access, Switch/Maestro, Delta/Connect or American Express. Payment will be deducted when you place your order.

We also accept cheques payable to Viva Baby Ltd. Please write your cheque guarantee card number, guarantee amount and expiry date in the back of the cheque. We will deliver your items once the cheque has cleared.
 
How does the interest free credit work?
Interest free credit is available when you purchase goods totalling 500 or more. We require a deposit of 20 %, with the remaining payment split into 6 equal monthly payments. No interest is charged. Please see the example below

 
How do I accept interest free credit?
If you decide to accept the interest free credit offer, please tick the interest free option on the payment screen. Your order details will then be sent to us. We will then send you the interest free credit agreement, which you sign and return to us. Once our finance company approve the agreement, we will dispatch the items to you.
   
  Return Items
  How can I return small items?
How can I return furniture items?
Can I cancel the order?
Can I cancel/return personalised orders?
   
  How can I return small items?
Please contact us by telephone (0845 201 1450) or e-mail (order@vivababy.com), giving the order number and item details. We will issue you with a returns number that you write on the returns form (sent with the items). Please ensure the item reaches us within 7 days of the date you received the goods. Any items must be returned unused in their original condition and packaging and in saleable condition. The cost of the goods will be credited within 30 days of safe receipt of the item by us. We regret that original and returns postage and packing are direct costs and cannot be refunded
 
How can I return furniture items?
With furniture, if, at the point of delivery, you decide you do not wish to keep the furniture then please inform the delivery people who will take the furniture away. A return fee wil be charged which may be upto 50 GBP. If you decide to return furniture after the delivery people have left, then please inform us within 7 days. Please ensure that the items are unopened and in their original packaging as we cannot refund customer assembled, partially assembled or customer damaged goods. In such circumstances you will incur a collection charge of 50 and we cannot reimburse the original delivery charge. The cost of the goods will be credited within 30 days of safe receipt of the item by us. Please note that all bespoke orders are non refundable (this includes all of our european collection of nursery and children furniture)
 
Can I cancel the order?
If you have not received your items, then please call us as soon as possible on 0845 201 1450 or email us on order@vivababy.com. On receiving your call/email we will cancel your order and refund the full value of the order.

If the items have been dispatched, then please follow the small or large item return above.
 
Can I cancel/return personalised orders?
We cannot return personalised or bespoke orders. This includes all products sold in the Leo collection.
   
  Charity
  Do you sponsor a charity?
We sponsor UNICEF by donating funds and providing fund raising material in our brochure.
   
  Other
  Any other questions?
Please send an email info@vivababy.com