Customer Care


The answers to the most queries about our website can be found in our Frequently Asked Questions page.

If you would like more detailed information about shopping in our online boutique, please read on or email info@babygranduk.com with your enquiry. 

ORDERING

Please be aware that, as every Baby Grand piece is handmade to order, we expect to dispatch orders within 14 days of your payment clearing. If you would like an item dispatched sooner than this, please let us know prior to placing your order, and we will try our best to fulfil your wishes. All orders are subject to acceptance and availability.

To place an online order, you can you can buy directly from our online store and make your payment by credit, debit card or with your PayPal account. We accept all major credit and debit cards, including the following payment methods:

PayPal MasterCard Maestro Visa Visa Electron American Express Solo Discover Bank Funding

All of our online payments are processed by PayPal. (Click here to view Paypal's terms and conditions.) Subject to acceptance of your order, we expect to dispatch your goods within 14 days of your payment clearing. If the issuer of your payment card refuses to authorise your payment, we will not be liable for any delay or non-delivery of your order.

You will be advised by email if we cannot process your order because authorisation of your payment failed or any items your ordered are out of stock.

SHIPPING

We ship worldwide, with tracking information provided on all orders. All orders will need a signature upon delivery.

Our standard delivery charges are as follows:

UK Mainland £3.95
Rest of World £8.95

As each lingerie item is handmade to order, we endeavour to dispatch orders within 14 days of payment clearing.

You can track your order via www.royalmail.com using the reference number included in your shipping confirmation email, once the parcel has been dispatched from our studio.

After your order has been shipped, please allow

1-3 business days for delivery within the UK.
3-5 business days for delivery within Europe.
5-10 business days for international delivery.

Please note that all shipments sent to addresses outside of the UK may be subject to import duties and taxes, which are levied once a shipment reaches your country. We have no control over these charges and cannot predict what they may amount to. All additional charges for customs clearance must be borne by you.

If you have any queries about delivery to shipping addresses outside of the United Kingdom, please email info@babygranduk.com for further information.

RETURNS AND REFUNDS

Please contact us in advance if you intend to return any item you have bought from Baby Grand.

For hygiene reasons, we do not accept returns on briefs or hosiery. We also do not offer refunds on bespoke or custom made garments, or on any of our pasties and nipple tassels. As our lingerie should be hand washed, we do not accept returns on machine washed items. If, however, you are unhappy with your purchase, please contact us and we will see what we can do to remedy the situation.

For all other garments, we provide a full refund or exchange, provided that the items are returned within 14 days of receipt of the order, unworn, unwashed, with all labels intact and in their original condition. We will not accept returns of soiled garments.

Please note that all refunds will be exclusive of postage costs, except in the unlikely event that you have received faulty goods.

Please return your items by a recorded delivery method, and retain proof of postage, as we will not be held responsible for goods lost in transit.

A refund will be made to the original card or payment method that was used to place the order. We will not make refunds to a third party.

SIZING

We want to make sure that any item you order from the Baby Grand collection fits you perfectly. If you have any questions regarding our sizing, please contact us with your query.

Most items from our range are available in sizes extra small to large as standard, however we are also capable of producing most garments in custom sizes. Please refer to the size information below as guidance when choosing garments from our website.

Bra Sizing

Extra Small= approximately UK bra size 30A-32A
Small= approximately UK bra size 32B-32C
Medium= approximately UK bra size 34B-34C
Large= approximately UK bra size 36B-36C

All Other Garment Sizing

XS= dress size UK 6-8/ USA 2-4/ France 34-36/ Italy 38-40/ Australia 6-8
S= dress size UK 8-10/ USA 4-6/ France 36-38/ Italy 40-42/ Australia 8-10
M= dress size UK 10-12/ USA 6-8/ France 38-40/ Italy 42-44/ Australia 10-12
L= dress size UK 12-14/ USA 8-10/ France 40-42/ Italy 44-46/ Australia 12-14
XL= dress size UK 14-16/ USA 10-12/ France 42-44/ Italy 46-48/ Australia 14-16

WASHCARE ADVICE

To make the best of your purchase, we recommend that you follow the washing instructions provided on your individual garment. Most silk items can either be hand washed, or you can have them cleaned by a specialist dry cleaner according to their instructions. Do not use bleach or products that contain bleach on your silk garments.

In the case of hand washable silk items, wash them gently in cool or tepid water using a mild or specially formulated detergent. Rinse thoroughly in cool water. Do not wring or twist the garment. Gently press out excess water in a clean, dry, colourfast towel. Smooth and straighten the seams of the garment. Lay it flat to air dry, away from direct sunlight to avoid fading.

Do not wear light coloured lingerie under dark clothes or denim, as this can dull and dye delicate fabrics instantly. Irregularities and variations in the weave of silk fabrics are characteristic and should not be considered to be defects.

Baby Grand do not refund or exchange machine washed items. We will only accept returned garments subject to compliance with their specific care instructions.

If in doubt, please don't hesitate to ask us for advice!

CONTACT

For any queries relating to our website, our collection or shopping on www.babygranduk.com, please consult our Frequently Asked Questions page or email us at info@babygranduk.com.