If you are not completely satisfied with your order, we will gladly accept refunds or exchanges, minus any shipping charges on all full-priced items. Please review our shipping policy and email [email protected] with any questions.
If you wish to cancel you order it must be within 12 hours of placing the order as we work very hard to process, fulfil and dispatch orders as quickly as possible. All cancelled orders have a 10% cancellation fee. This is to cover the non-refundable transaction costs that we as retailers are charged upon order confirmation. Please note that FINAL SALE items cannot be cancelled.
*Returned items purchased during a promotion or seasonal sale such as Black Friday (or similar) are eligible for store credit only.
Items purchased on sale are considered final sale and cannot be returned or exchanged. Should we receive a final sale product it will be returned to you, the Customer, at your own expense.
Due to sanitary reasons, pacifiers are not eligible for return or exchange if the sealed packaging the pacifiers arrive in is has been broken or tampered with. This is non-negotiable.
If you wish to return/exchange an item, please be aware that the Customer is responsible for all return shipping fees. The good news is that a return form is not necessary nor is an email request, simply repackage what you need to return/exchange with the order number and name associated with the order and pop it back into the post. We strongly suggest using a trackable shipping method as we cannot refund/exchange item(s) that are lost in transit. Your item(s) should be postmarked within 14 calendar days of receiving the order. If the items you are seeking to return/exchange is postmarked after 14 calendar days of receiving the order, store credit will be issued rather than a refund. Please note that proof of purchase is required for all items to be eligible for return status.
If your package arrives damaged or defective we need to be alerted via an email to [email protected] within 72 hours of receiving the item. You will also need to contact Route immediately and file a claim with them if you purchased the Route Shipping Insurance at Checkout. Note you will have received an email from Route with a link to start a claim after you placed your order.
Please allow up to two weeks for your return to be processed once received at our warehouse, and if a refund is due, 1-3 business days for it to be processed to the payment provider used at Checkout.
Returns over $200.00 will be issued store credit and a restocking fee of 10%.
All returned/exchanged items must be in the condition they were received. I.e. not worn, not washed, not altered, still have original tags and packaging intact. The item(s) must also be free of stains, odors, hair (animal or human) and damage. Once the return has been received and passed inspection, we will either exchange or if a refund is being requested it will be paid to the payment provider used at Checkout, minus any applicable charges.
For exchanges please note that the Customer is responsible for re-shipping fee's. Where possible (i.e. the item is not out of stock) we recommend placing a second order so that you receive the right size or color in the shortest amount of time (i.e. to avoid the item being sold out or going on backorder). Once we receive your return, we will refund the payment method used at checkout. If the item you are exchanging for is not available in your size of color please reach out to our friendly Customer Service via [email protected] and advise ASAP.
Should the order you received be a gift then please reach out to bug + bean kids Customer Service via [email protected] with the order number and the name of the person associated with the order. Note that we will not contact the purchaser, this is to assist with proof of purchase through our store. In this event, we can only offer an exchange or store credit.
Please ship the return/exchange item(s) to: