Terms and conditions

Welcome to our website. Please read these Terms and Conditions carefully before placing your order. By using our website or purchasing from us, you agree to be bound by these Terms and Conditions.

These terms explain who we are, how we provide products to you, how you and we may change or end the contract, what to do if there is a problem, and other important information.

Nothing in these Terms and Conditions affects your legal (statutory) rights as a consumer.

 

1. About Us

This website is operated by Whitestep Limited, trading as Flybaby.
Registered Office: First Floor, 690 Great West Road, Osterley Village, Isleworth, Middlesex, TW7 4PU
Company No. 06208613 | VAT No. GB920363746

 

2. Orders and Acceptance

When you place an order, we’ll send you an email confirming that we’ve received it. Your order is accepted when we send you a second email confirming dispatch and including your tracking number — that’s when a binding contract is formed between you and us.

If for any reason we are unable to accept your order (for example, if the product is out of stock, mispriced, or we can’t authorise your payment), we’ll let you know and issue a full refund.

 

3. Prices and Payment

All prices shown include UK VAT at the current rate. Prices are correct at the time you place your order but may change in the future. Delivery charges (if applicable) will be shown at checkout before you complete your order.

Payment must be made in full before your order is dispatched. We accept major debit/credit cards, PayPal, Apple Pay, Google Pay and Klarna. By submitting your payment, you confirm that you’re authorised to use the chosen payment method.

If your payment is not authorised, we won’t be able to process your order. We aren’t responsible for any fees your bank or payment provider may charge.

If the VAT rate changes between the date you place your order and the date we dispatch your products, the rate you pay will be adjusted accordingly (unless you’ve already paid in full before the change).

 

4. Product Availability

All items are subject to availability. While we make every effort to keep our stock levels accurate, sometimes items sell out quickly.

If a product you’ve ordered is unavailable, we’ll contact you to discuss your options — such as waiting for restock, choosing an alternative, or receiving a full refund. Refunds are normally processed within 7 days.

 

5. Pre-Order Items

From time to time, we may offer products on a pre-order basis. These will be clearly marked on our website with an estimated delivery date. Your entire order will be shipped once the pre-order item becomes available.

If you’d like other items sooner, please place separate orders. We’ll always do our best to meet expected dates, but delays can happen. We’re not responsible for any loss resulting from late delivery.

 

6. Events Outside Our Control

If our supply of products is delayed due to events beyond our reasonable control — such as extreme weather, transport issues, industrial action, or other unforeseen events — we’ll let you know as soon as possible and do our best to minimise disruption.

You can cancel your order for a refund if there’s a significant delay, minus any reasonable costs we’ve already incurred.

 

7. Product Descriptions

We do our best to ensure that product images and descriptions are accurate. However, colours may appear slightly different on different screens or devices, and packaging may vary.

 

8. Your Right to Cancel

You have a legal right to change your mind within 28 days of receiving your order (for online purchases only).

To qualify, the item must be unused, in its original packaging, in sellable condition with all tags attached. You’ll need your proof of purchase, and returns must be arranged at your own expense.

If you wish to return an item, please contact our Customer Service Team via our online return form before sending anything back.

 

9. Returns and Refunds

You must return products within 28 days of the receiving the goods. Use a tracked delivery service and keep proof of postage. If items are lost or delayed in transit without proof, we may not be able to issue a refund.

If the returned product has been used or handled beyond what would be acceptable in a shop, we may not be able to process a refund.

Refunds are processed to your original payment method within 7 working days of receiving your returned items.
Delivery fees and express shipping upgrades are non-refundable.

If your purchase included a free gift, it must also be returned unused and in its original packaging. Otherwise, we’ll deduct the retail value of the gift from your refund.

 

10. Damaged or Faulty Items

Please inspect your order when it arrives and contact us within 7 days if your item is damaged, defective, or incorrect.

We may request photos or other evidence before providing a refund or replacement. Some issues may be handled directly by the manufacturer.

Your legal rights under the Consumer Rights Act 2015 mean that goods must be as described, fit for purpose, and of satisfactory quality.
You are entitled to:

• A refund within 7 working days if goods are faulty,
  
• A repair or replacement within 6 months (or a refund if repair/replacement isn’t possible),
  
• Partial compensation for faults discovered within 6 years.
  

 

11. Changes to Products or Terms

We may update our products or these Terms to reflect:

• Changes in law or regulation,
  
• Technical improvements, or
  
• Reasonable updates that don’t affect your use of the product.
  

If a change affects your order, we’ll let you know and give you the option to cancel for a full refund.

 

12. Ending Our Contract

We may end our contract with you if:

• You don’t make payment when due,
  
• You fail to provide necessary information for delivery, or
  
• You refuse delivery without valid reason.
  

We’ll notify you if this happens and may seek compensation for any costs incurred.

 

13. Liability

We’re responsible for losses caused by our breach of this contract, unless the loss is:

• Unforeseeable (not obvious or something we couldn’t reasonably have known about),
  
• Caused by events outside our control, or
  
• Something you could have avoided by following reasonable advice or instructions.
  

We don’t exclude or limit our liability where it would be unlawful to do so — for example, for death or personal injury caused by negligence.

 

14. Personal Data

We use your personal information in line with our Privacy Policy, available on our website.

 

15. Complaints and Dispute Resolution

If you have a problem with your order, please contact our Customer Service Team. We aim to resolve issues quickly and fairly.

If you’re not satisfied, you may seek advice from Citizens Advice (www.citizensadvice.org.uk) or pursue the matter in court.
These Terms are governed by English law, and any disputes will be handled by the courts of England and Wales (or your local court if you live in Scotland or Northern Ireland).

 

16. Other Important Information

• We may transfer our rights and obligations under this contract to another organisation.
  
• You may not transfer your rights without our written consent.
  
• If a court finds part of these Terms unlawful, the rest will remain in force.
  
• If we delay enforcing these Terms, we can still enforce them later.