White Glove Delivery: Terms & Conditions
The Baby Cot Shop
Last Updated: June 2026
Introduction
These Terms and Conditions ('Terms') govern the White Glove Delivery Service ('Service') offered by The Baby Cot Shop Ltd ('we', 'us', 'our', 'the Company'), a company registered in England and Wales. By booking or accepting the White Glove Delivery Service, you ('the Customer') agree to be bound by these Terms in their entirety.
Our White Glove Delivery Service is a premium, specialised offering designed to deliver, unpack, and position your nursery furniture and equipment in the room of your choice. This service goes far beyond a standard doorstep delivery and is carried out by our trained two-person delivery teams. These Terms exist to ensure that both parties have a clear, shared understanding of what is included, what lies outside the scope of the Service, and the respective rights and responsibilities of each party.
Please read these Terms carefully before confirming your order. If you have any questions, contact our customer care team at [email protected] or on +44 (0) 203 371 7530 before booking.
1. Definitions
In these Terms, the following definitions apply:
- White Glove Delivery Service: The premium two-person delivery service that includes room-of-choice delivery, unpacking, and basic positioning of goods as described herein.
- Goods: The nursery furniture, baby equipment, and/or accessories purchased from The Baby Cot Shop and booked for delivery under this Service.
- Delivery Charge: The fee payable by the Customer for the White Glove Delivery Service, as quoted at the time of booking.
- Delivery Date: The agreed date and time window for the Service to be carried out at the Customer's address.
- Premises: The delivery address provided by the Customer at the time of booking.
- Third-Party Products: Any items not purchased directly from The Baby Cot Shop, regardless of brand or manufacturer.
- Cancellation Window: The period of 24 hours before the scheduled Delivery Date during which cancellations or rescheduling requests must be received.
2. Scope of the White Glove Delivery Service
2.1. What Is Included
The White Glove Delivery Service includes the following, subject to the conditions set out in these Terms:
- Delivery of Goods to the room of your choice within your Premises
- Unpacking of all Goods from their original manufacturer packaging
- Basic positioning of items in your designated room
- Removal and responsible disposal of all packaging materials
- A brief walk-through of the delivered items with the Customer or a nominated adult representative
2.2. What Is Not Included
The following fall outside the scope of the White Glove Delivery Service and will not be carried out by our delivery team under any circumstances:
- Assembly, installation, or mounting of any product not explicitly stated as included in your order confirmation
- Electrical installation, wiring, or connection of any kind
- Wall-mounting, drilling, or fixing of items to walls, floors, ceilings, or any structural elements of the Premises
- Removal of existing furniture or equipment from the room
- Any work involving the installation or setup of Third-Party Products (see clause 5)
- Moving or repositioning of items already in your home
- Delivery to upper floors where no suitable lift access is available and where the weight or size of the Goods presents a health and safety risk, as assessed by our delivery team on the day
Our delivery teams are trained professionals. For health and safety reasons, they are not permitted to perform tasks outside the defined scope of the Service, even at the Customer's request. We appreciate your understanding.
3. Booking and Confirmation
3.1. How to Book
The White Glove Delivery Service is available to book at the point of purchase on our website or by contacting our customer care team. Availability is subject to your delivery postcode and is displayed during the checkout process.
3.2. Confirmation
Once your White Glove Delivery booking is confirmed, you will receive a booking confirmation by email. This email will include your Delivery Date, estimated time window, and a reference number. Please retain this confirmation for your records.
3.3. Accuracy of Information
It is the Customer's responsibility to ensure that the delivery address, contact details, and any relevant access information (parking restrictions, narrow stairwells, floor number, lift dimensions, entry codes) are accurately provided at the time of booking. The Company shall not be liable for failed or delayed deliveries arising from inaccurate or incomplete information provided by the Customer.
3.4. Suitability of Premises
The Customer is responsible for ensuring that the Premises is suitable for delivery of the Goods, including that doorways, corridors, stairwells, and lifts are of sufficient width and height to allow safe passage. Where our delivery team, at their reasonable discretion, determine that delivery cannot safely be completed, the Service may be discontinued and rescheduled. Additional charges may apply in such circumstances.
4. Delivery Charges and Payment
4.1. Delivery Charge
The Delivery Charge for the White Glove Delivery Service will be displayed clearly at checkout and confirmed in your order summary. The Delivery Charge is separate from the price of the Goods.
4.2. Non-Refundable Delivery Charge
The Delivery Charge is non-refundable once the White Glove Delivery Service has been successfully carried out, regardless of whether the Customer subsequently returns, exchanges, or requests a refund on the Goods themselves. The Delivery Charge represents payment for the delivery service, which is a separate and distinct element of your order.
4.3. Refund of Delivery Charge in Specific Circumstances
Notwithstanding clause 4.2, the Delivery Charge may be refunded in the following limited circumstances only: (a) the Company cancels the Delivery Date with less than 24 hours' notice and no suitable rescheduled date is offered or accepted; or (b) the delivery is not completed as a direct result of an error on the part of the Company or its agents, and the Customer has not contributed to that failure. Any such refunds will be processed within 10 working days.
4.4. Additional Charges
Where additional services are requested on the day of delivery that fall outside the scope defined in clause 2 — and where our delivery team is able and willing to accommodate these at their reasonable discretion — additional charges may be quoted and agreed with the Customer before any additional work is undertaken. No additional charges will be applied without the Customer's prior written or verbal consent.
5. Third-Party Products
5.1. Limitation on Third-Party Installation
Our White Glove Delivery Service covers only the Goods purchased directly from The Baby Cot Shop. Our delivery team will not install, assemble, position, or otherwise handle Third-Party Products during the delivery appointment, regardless of whether those products are in the same room or are complementary to the Goods being delivered.
5.2. Reason for This Limitation
This limitation exists to protect both the Customer and the Company. Our teams are trained on the specific assembly requirements and safety standards of The Baby Cot Shop's product range. Handling Third-Party Products carries a risk of damage, incorrect assembly, or breach of those products' warranties for which The Baby Cot Shop cannot accept liability.
5.3. No Exceptions
This restriction applies to all Third-Party Products without exception, including but not limited to: mattresses from other brands, travel cots, prams, monitors, feeding chairs, decor items, wall fixtures, and electronic or battery-operated equipment not supplied by The Baby Cot Shop.
6. Cancellation and Rescheduling
6.1. Customer Cancellation — More Than 24 Hours' Notice
If you wish to cancel or reschedule your White Glove Delivery, you must contact us at least 24 hours before the start of your confirmed Delivery Date time window. Cancellations or rescheduling requests received within this period will be processed at no additional charge.
6.2. Customer Cancellation — Within the 24-Hour Window
Cancellations or rescheduling requests received less than 24 hours before the start of the confirmed Delivery Date time window will not be eligible for a refund of the Delivery Charge. This is because our delivery teams will already have been scheduled and resources allocated. We strongly encourage Customers to contact us as early as possible if any changes are required.
6.3. Failed Delivery Due to Customer Absence
If our delivery team arrives at the Premises at the agreed time and is unable to gain access — including where no adult aged 18 or over is present to receive the delivery — this will be treated as a failed delivery. The Delivery Charge will not be refunded, and a rescheduling fee may apply for a new delivery appointment.
6.4. Company Cancellation
In the unlikely event that The Baby Cot Shop must cancel a confirmed Delivery Date, we will contact you as early as possible to offer a suitable alternative date. Where no alternative is acceptable, the Delivery Charge will be refunded in full within 10 working days.
6.5. How to Notify Us
All cancellation or rescheduling requests must be submitted by email to [email protected] or by telephone on +44 (0) 203 371 7530. Requests made via social media or live chat cannot be guaranteed to be processed within the required timeframe.
7. On the Day of Delivery
7.1. Time Window
You will receive confirmation of a delivery time window (typically a 2–4 hour slot). Our delivery teams operate across multiple routes and, while we make every effort to deliver within the advised time window, timings may occasionally be affected by traffic, access, or other operational factors. We will contact you by telephone if we anticipate a significant delay.
7.2. Adult Must Be Present
An adult aged 18 or over must be present at the Premises for the full duration of the delivery appointment. This individual must be authorised to accept the Goods on the Customer's behalf. We are unable to leave Goods unattended or carry out the delivery in the presence of minors only.
7.3. Inspection of Goods
We strongly recommend that the Customer or their nominated adult representative inspects all Goods at the time of delivery and before our team departs. Any visible damage or discrepancy should be noted and reported to the delivery team immediately. Signing the delivery note constitutes acceptance of the Goods as delivered. This does not affect your statutory consumer rights.
7.4. Access and Parking
The Customer is responsible for ensuring that adequate parking or loading access is available for our delivery vehicle at the Premises. Where parking restrictions apply, it is the Customer's responsibility to make the necessary arrangements (e.g. temporary suspension of parking bays). Any fines or costs incurred by our delivery team as a result of insufficient access will be passed on to the Customer.
8. Limitation of Liability
8.1. Our Liability
The Baby Cot Shop accepts liability for damage to Goods or property caused directly by the negligence of our delivery team during the course of carrying out the White Glove Delivery Service. Claims must be reported within 48 hours of the Delivery Date.
8.2. Limitation
Subject to clause 8.3, our total liability to you in connection with the White Glove Delivery Service shall not exceed the total value of the Delivery Charge paid by the Customer.
8.3. No Exclusion of Statutory Rights
Nothing in these Terms limits or excludes our liability for death or personal injury arising from our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited under English law, including rights under the Consumer Rights Act 2015.
8.4. Pre-existing Conditions
We will not be liable for damage to property, flooring, walls, or fittings where that damage is attributable to a pre-existing structural weakness or condition at the Premises, or where the Customer has failed to clear or secure the delivery route appropriately.
9. Data Protection and Privacy
9.1. Personal Data
The personal data you provide when booking the White Glove Delivery Service will be processed by The Baby Cot Shop in accordance with our Privacy Policy, available at www.thebabycotshop.com/pages/privacy-policy. We will use your data to fulfil your delivery booking, communicate with you about your order, and — where you have consented — to send you relevant offers and product recommendations.
9.2. CRM and Product Recommendations
As part of our ongoing effort to improve your experience, our systems may use information about your purchase and delivery booking to suggest complementary products — such as bedding, room decor, and nursery accessories — that may be relevant to your order. You may opt out of these communications at any time by contacting us or updating your preferences in your account.
10. General Provisions
10.1. Governing Law
These Terms are governed by and construed in accordance with the laws of England and Wales. Any disputes arising from or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.
10.2. Consumer Rights
These Terms do not affect your statutory rights as a consumer under English law, including your rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
10.3. Complaints
If you are unhappy with any aspect of the White Glove Delivery Service, please contact our customer care team in the first instance at [email protected]. We aim to acknowledge all complaints within 2 working days and to resolve them within 10 working days.
10.4. Amendments
The Baby Cot Shop reserves the right to update or amend these Terms at any time. The version in effect at the time of your booking confirmation will apply to your order.
10.5. Severability
If any provision of these Terms is found to be unlawful, void, or unenforceable, that provision shall be deemed severable and shall not affect the validity and enforceability of the remaining provisions.
The Baby Cot Shop Ltd.
Registered in England & Wales | Company No. 08341824
[email protected] | +44 (0) 203 371 7530 | www.thebabycotshop.com