Question 1

Where is my package?

Accepted Answer

To track your order, please add your order number and the email address used when placing your order.

Once your order has been shipped from our warehouse, we will send a delivery confirmation by email with tracking number / package ID. By clicking the tracking link in the delivery confirmation, you will be directed to the tracking page where you will be able to track your parcel.

Question 2

Has my order been placed?

Accepted Answer

We will send an order confirmation to the email address you provided as soon as your order has been registered in our system. Please note that it may take up to an hour for this email to be sent.
Once your order has been packaged and sent from our warehouse, you will also receive a delivery confirmation that will let you trace your parcel.

If you are unsure that your order has been placed, there are different ways to check this:

– When the order was placed, you should have arrived on a page titled “Your order”.
– An order confirmation has been sent to your specified email address. Make sure that this email has not ended up in your spam.
– You can see your order on your account. By clicking here you will be redirected to “My Page”.

Question 3

How do I make a claim on a product?

Accepted Answer

Sometimes a product does not meet the quality expected. In these cases, we will of course, help you to make a claim. Follow the steps below and complete your claim with the correct information so that we can handle your case right away. Please submit the claim via our web form on the customer service page.

How do I make a claim on a product?

Information needed for claims for clothing, shoes, furniture, and toys:

• Order number
• Clear photos/videos of the defect
• Description of the defect

Once we have received this information, we will process your case as soon as we can and get back to you.

If you need to contact us regarding your complaint, please reply to the same email where you submitted your complaint. We do however kindly ask that you to wait before sending a follow-up when making a claim as it may take time to receive a response from the supplier. Our absolute goal is, of course, to resolve the matter as quickly as possible.

In case of a dispute, we will follow the recommendations of the Swedish Complaints Board.

How do I make a claim on a stroller?

Information needed for a defect stroller:

• Order number
• Clear photos/videos of the defect
• Photo of serial number. Please take a photo of the full sticker which can usually be found on the chassis at the wheels or by the shopping basket
• Description of the defect

If you need to contact us regarding your complaint, please reply to the same email where you submitted your complaint. We do however kindly ask that you to wait before sending a follow-up when making a claim as it may take time to receive a response from the supplier. Our absolute goal is, of course, to resolve the matter as quickly as possible.

In case of a dispute, we will follow the recommendations of the Swedish Complaints Board.

How do I make a claim on a car seat?

Information needed for a defect car seat:

• Order number
• Clear photos/videos of the defect
• Photo of serial number. Please take a photo of the full sticker
• Description of the defect

If you need to contact us regarding your complaint, please reply to the same email where you submitted your complaint. We do however kindly ask that you to wait before sending a follow-up when making a claim as it may take time to receive a response from the supplier. Our absolute goal is, of course, to resolve the matter as quickly as possible.

Question 4

How do I make a return?

Accepted Answer

Returns can be made within 30 days of placing your order.

All returned items should be wrapped and well packaged so that the packaging is not damaged. Return all items with original packaging and the tags must still be attached. You may not tape or paste anything directly on the product’s original packaging.

How to handle your return:

• Register your return.

• Pack the products carefully and seal the return package.

• Fill out the commercial invoice and attach it to the outside of the parcel if your return is sent from the outside of the EU. The commercial invoice is not required for UK returns.

• If you received a return label, drop off the package with the courier that is stated on the label. Otherwise you can take it to any courier of your choice and send the package to:

Innove
7310 Fieldstone Lane Brooklyn,
NY 11220
USA

NOTE! You as the customer has the financial responsibility for your return coming to us. Please note the package ID of the package that you ship in return to us and request a receipt.

The right to return or exchange a product does not apply to goods which has been used or with broken seals / without tags. The right to return or exchange a product does not apply to certain items due to health or hygiene reasons, such as underwear, pacifiers, baby bottles, and hair accessories (exceptions are made for returns of a breastfeeding bra where you have tried it with a breastfeeding insert). Swimwear can be returned / exchanged if tested with underwear and if the hygiene liner is still attached. Due to security reasons, the right return or the right to exchange does not apply to mounted prams and child seats.

If you send back items that do not meet the requirements of our return policy, the item(s) will be shipped back to you and a refund will not be issued.

You will be refunded the standard shipping fee if you return your entire order and if you live in a country that is a member of the European Union. You are still obligated to pay for the return fee if you are returning items from a country which does not qualify for free returns.

Feel free to contact our customer service team if you have any more questions!

FAQ

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