Frequently asked questions
Bookings, Order Management & Cancellations
How do I place an order?
Simply search for the equipment you need using the search bar or the ‘Browse’ menu. Select your rental dates, add the items to your basket, provide the required details, and complete your booking with a debit or credit card, Klarna, Apple Pay, Google Pay.
How do I modify or cancel my order?
You can modify or cancel your order up to 48 hours before your rental start date by contacting our customer service team. Please note that cancellations made after this period may incur a fee.
What if I need to extend my rental period?
Contact us at least 48 hours before your scheduled return date, and we’ll check availability. Additional charges will apply.
Order Payments
When do I need to pay for my rental
Full payment is required at the time of booking to secure your items.
What payment methods do you accept?
We accept credit/debit cards (Visa, Mastercard), Klarna, Apple Pay, Google Pay.
Order Pickup & Delivery
Do you offer delivery and pickup
Yes! We provide a seamless delivery and pickup within our service areas including the city center, ports and airports. Fees vary by location.
Can I pick up the equipment myself
Absolutely, self-pickup is available at our designated locations. Bring your ID and order confirmation.
How do you calculate the rental period?
Each calendar day counts as one rental day, ensuring we have adequate time to thoroughly inspect, sanitise, and prepare each item between rentals. This policy allows us to deliver the cleanest, safest gear for your little one while giving you peace of mind throughout your rental period.Example: A 3-day rental picked up Monday = due back Wednesday (3 total days).We appreciate your understanding as we maintain these standards for all our families!
Late Returns & Refunds
What if I return an item late?
Late returns incur additional rental fees. Repeated delays may affect future bookings.
What if I return an item early?
We appreciate you letting us know your plans have changed, and we understand that schedules can shift unexpectedly. However, our policy is that we do not offer refunds for early returns or unused rental periods.When you book an item with us, we reserve it exclusively for you for the entire rental duration, making it unavailable for other families. This means we may have had to turn away other bookings for that product.
When will I receive my refund?
Once we process your refund, it may take up to 10 business days for the refund to be processed by the payment processor.
Product Maintenance & Sanitisation
How do you sanitise your baby gear?
All items are deep-cleaned and sanitised after each rental using perfume-free, baby-safe products and following manufacturer instructions.
Can I wash or disassemble the rented items
Please, do not disassemble, machine-wash, or use harsh chemicals on our equipment. All equipment needs to follow rigorous manufacturer cleaning instructions, therefore, we are happy to take care of the cleaning. Spot-cleaning with mild soap is allowed.
What happens if the item is heavily soiled?
We trust you’ll care for our gear as we do. To keep everything clean and safe:Food and drinks only in high chairs/boostersNo smoking near any equipmentCleaning fees may apply if items are returned heavily soiled (vomit, spills, diaper accidents) — £25 per item, or if smoke odour is present (replacement fees may apply).You are responsible for lost, stolen, or significantly damaged items.Tip: Treat the gear like your own to avoid extra charges.
Equipment Usage
What to do if I don’t know how to operate a product?
We share usage instructions with every booking and we recommend reading them before setting up any equipment to avoid issues. If you run into issues despite following instructions, please contact our team and we will be happy to assist you.
Can you help me with car seat installation
For safety and liability reasons, we cannot install car seats on your behalf. However, we ensure you have everything needed for proper installation:Detailed instructions (printed manual or video guide provided)
Clear labelling on the car seat itself with basic setup stepsYour child’s safety is our top priority—always:Review the full user manual before use
Double-check your installation
Reach out if you have any questions
Can I request a specific brand or model?
Yes! Mention it in the Special Requests section at checkout. We’ll accommodate if available.
Car Seat Rules in London (UK)
Children must use a car seat until 12 years old or 135 cm tall.Rear-facing seats are required until 15 months.Seats must be EU-approved (R129/i-Size or ECE R44/04).If using a rear-facing seat in the front, the airbag must be turned off.Taxis: If no child seat is available, children 3+ can use an adult seat belt; under 3s must travel in the back.Fines: Up to £500 for not following the law.
Equipement Issues & Damages
What if I receive a damaged or defective item?
Contact us within 24 hours of delivery, and we’ll replace it immediately (if available) or issue a refund.
What happens if I damage or lose an item?
Minor wear is expected, but significant damage or loss will result in a fee.Items are returned with excessive dirt, vomit, or diaper accidents (£25 deep cleaning fee per item)
• Smoke odour is present (if unfixable, replacement cost applies)
You’re responsible for:Loss/theft of items
Equipment damage that isn’t covered by the equipment warranty.
How do I report an issue during my rental?
Email us, send us a WhatsApp message or call us immediately.