Frequently Asked Questions

Delivery

How long will my delivery take?

We offer free standard delivery (3-5 working days) on orders over £50. For orders under this amount, we charge £4.95 for standard delivery.

For our flat pack furniture, in stock items will leave our warehouse within one working day of us receiving your order. If you input your number when ordering, you will receive a text to advise that your delivery is on its way.

We recommend that you have someone that can lift heavy items present for the delivery as the courier will only deliver to your front door.

If you have ordered your item on a pre-order, then the approximate lead time for delivery will be advised on our website. Once the goods become available, they will be dispatched, and you will receive a text message to advise your delivery is on its way.

Can I collect my order?

Providing your order has not been despatched, it may be possible for you to collect your order from our warehouse in Staples Corner, London NW2. If you are interested in collecting from our warehouse, please contact us on 0208 368 5800 to see if this is possible.

Can I track my order?

Our courier will send you a text once your item has been dispatched. Deliveries are normally made on the third working day following despatch, but it is usually sooner.

Do you deliver outside of the UK?

We currently only deliver to mainland UK. It may be possible to deliver to areas such as Northern Ireland and the Isle of Wight, however these are subject to additional delivery costs.

Returns

How do I return an item?

If you would like to return your product, please get in touch with us by visiting our 'Contact Us' section or by selecting the 'Help' button found anywhere on the site and completing the required form.

What are the charges if I change my mind and wish to return something?

Please note collection charges based on cost of items being returned:

                           Collection Charges

<£99                   £10

£100 - £349         £25

£350 - £599         £50

£600>                  £80

What happens if I don't like my item when it arrives?

Please check over each part of your item and make sure it is suitable prior to assembly, as we do not collect furniture once it has been built. If you purchased directly through us, please get in touch with us by visiting our 'Contact Us' section or by selecting the 'Help' button found anywhere on the site and completing the required form.

If you purchased through one of our stockists, please contact them directly and they will discuss your options with you.

All returns must be made within 30 days of delivery and items must be in original packaging. For more information please visit our 'Returns' section.

Order Enquiries

How do I cancel/amend my order?

If you ordered directly with us and would like to cancel please give us a call and let us know.

If you cancel before your order has been dispatched, you will not be subject to additional charges.  For any amendments, please contact us as early as possible and we will do our best to assist.

If you purchased from one of our retailers please contact them so they can advise on your options.

Part of my order is missing.

We are really sorry that part of your order is missing. Please do not worry – get in touch with us by visiting our 'Contact Us' section or by selecting the 'Help' button found anywhere on the site and completing the required form. Our team will then respond and do their best to get this sorted for you.

I have received the wrong item, what should I do?

If you have been sent a different product for your order, we are really sorry for this. Please get in touch with us by visiting our 'Contact Us' section or by selecting the 'Help' button found anywhere on the site and completing the required form. Please ensure you provide all the required information such as delivery address and order number and an image of the issue wherever possible. Once received our team aims to respond within 24 hours and get this issue resolved for you.

If you purchased through one of our retailers, we may need to ask you to contact them for further assistance.

General

How can we book a visit to the showroom?

Our teams would be happy to show you our range of products available in our showroom in Staples Corner, NW2. Please get in touch with us by visiting our 'Contact Us' section or by selecting the 'Help' button found anywhere on the site and completing the required form.

Are your items covered by a guarantee?

All our products come with a standard one-year guarantee with the option to extend to 3 years free of charge.

What is the weight limit for your Glider Chair?

The recommended weight limit on all our glider chairs is 100 kilograms.

What is the weight limit for your under-drawer range?

The under drawers on our cot beds can hold up to 5kg in weight.

I still can't find the answer to my question. How can I get in touch?

Our friendly Customer Service team are available between 10am-4pm so please get in touch with us by visiting our 'Contact Us' section or by selecting the 'Help' button found anywhere on the site and completing the required form.

Where else can we view your products?

We have a wide range of stockists with shops and showrooms displaying our products. To find your nearest Tutti Bambini retailer, please enter your postcode in the 'Where To Buy' section of our website.

Where can I access a copy of assembly instructions?

Most of our assembly instructions are available on the 'Downloads' tab if you select the product that you have on our website. If you cannot find the instructions you are looking for, please get in touch with us by visiting our 'Contact Us' section or by selecting the 'Help' button found anywhere on the site and completing the required form.

What is a suitable gap between the mattress and cot/bed?

We recommend leaving up to 3cm each side.

What are your cot beds made of?

Katie, Lucas, Roma and Rio - The ends are made from New Zealand Pine, Plywood and MDF.  Mattress base - MZ Pine and Plywood.  Drawers MDF and Plywood.

Modena - The ends are made from MDF with wood effect paper and the Mattress base is NZ pine with Plywood.

Replacements

My order is damaged, what do I do?

In the rare event that your order has arrived damaged, please get in touch by sending us an email and attaching a photo of the issue. If you also include the part number(s) affected, one of our team will be happy to investigate it for you.

Can I buy spare parts/hardware for my product?

It may be possible for you to order spare parts and hardware for your product. Please send an email or give a call to our customer service team who will require the model and part number(s). Please be advised, all spare parts are subject to availability.

Can I purchase replacement straps/travel bag for my CoZee?

It may be possible to order spare parts for your CoZee products – please contact our customer service team to check availability.

Payments

Payments

If you would like to place an order directly with us, you can do so using the following methods:
Paypal
Visa
Mastercard
Amex

If you have contacted our team and required to make a payment to resolve your query, then we can take a card payment over the phone.

If you cannot make payment via card payment on our website, please get in touch with us by visiting our 'Contact Us' section or by selecting the 'Help' button found anywhere on the site and completing the required form.

For any orders placed with our retailers, your payment will be made directly to them.