Refunds & Returns Policy USA
Refunds & Returns Policy
At FlybyFly®, we want you to feel confident when shopping for your baby, nursery and gifting essentials.
This Refunds & Returns Policy explains how we handle change-of-mind returns, refunds, exchanges, damaged items, incorrect orders and product issues for customers in the United States.
This policy applies to purchases made through FlybyFly’s United States website.
Change of Mind Returns
We accept change-of-mind returns within 30 days of delivery, provided the item meets the return conditions below.
To be eligible for a change-of-mind return, the item must be:
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unused and unwashed
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in original condition
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with tags attached, where applicable
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in its original packaging, where applicable
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returned with proof of purchase or order number
Change-of-mind returns must be approved by us before being sent back.
Unless otherwise agreed in writing by FlybyFly®, return shipping costs for change-of-mind returns are the responsibility of the customer.
Original shipping fees are not refundable for change-of-mind returns.
Items That Cannot Be Returned for Change of Mind
For hygiene, safety and product-integrity reasons, some items cannot be returned for change of mind once opened, used, washed, assembled, damaged, or removed from their original packaging.
This may include, depending on the item and its condition:
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bedding, sheets, blankets, towels and swaddles
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pillows, feeding supports and similar personal-use items
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soft toys, comforters and baby comfort items
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items that have been assembled, used, marked, stained, washed, damaged, or altered
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items marked final sale, clearance, or discontinued, unless faulty or otherwise required by applicable law
This does not affect any rights you may have under applicable consumer protection laws if an item is faulty, damaged, defective, misdescribed, or materially different from what you ordered.
Faulty, Damaged, Incorrect or Misdescribed Items
Please inspect your order as soon as it arrives.
If your item is faulty, damaged, incorrect, missing parts, or materially different from its description, please contact us as soon as possible so we can assess the issue and provide the appropriate remedy.
Please include:
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your order number
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your full name
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a clear description of the issue
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photos or video showing the issue
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photos of the packaging if the item arrived damaged in transit
Contact us at:
Please do not dispose of the item or packaging until we have had the opportunity to assess the issue, as this may be needed for a delivery claim or product assessment.
Damaged in Transit
If your order arrives damaged, please contact us as soon as possible with photos of the item, the shipping carton, packaging materials and shipping label.
Where we confirm that your item was damaged in transit, we may provide a replacement, refund, store credit, replacement part, or another appropriate solution depending on the circumstances and product availability.
Product Issues and Warranty Support
If you believe your item has a manufacturing fault or product defect, please contact us at:
We will review the information provided and may request photos, video, the order number, batch details, or other information needed to assess the issue.
If we confirm that the item has a covered manufacturing fault or defect, we may offer a replacement, refund, store credit, replacement part, repair option, or another appropriate remedy.
This policy does not cover damage caused by misuse, normal wear and tear, incorrect assembly, improper care, accidents, alterations, or use of the product other than in accordance with the product instructions.
How to Start a Return
Before sending anything back, please contact our Customer Care team.
Email:
Please include your order number and reason for return.
Once your return request has been reviewed, we will provide return instructions if the return is approved.
Do not send items back without first contacting us, as this may delay processing or result in the return being refused.
Return Address
Returns should only be sent to the return address provided by our Customer Care team after your return has been approved.
Our return address may vary depending on your location, product type and the reason for return.
Refund Processing Time
Once your returned item is received and inspected, we will notify you of the outcome.
If your refund is approved, it will be processed to the original payment method used at checkout.
Please allow 5–10 business days after approval for the funds to appear, depending on your bank, card issuer, or payment provider.
Shipping fees are not refunded for change-of-mind returns. Where a refund, replacement or return shipping reimbursement is required by applicable law or approved by FlybyFly®, we will handle those costs accordingly.
Exchanges and Store Credit
Where available, you may choose an exchange or store credit instead of a refund for eligible change-of-mind returns.
Exchanges are subject to stock availability.
If the requested exchange item is unavailable, we may offer a refund or store credit instead.
Sale, Clearance and Promotional Items
Sale, clearance and promotional items can only be returned for change of mind if they meet the conditions in this policy and were not marked as final sale.
Final sale items are not eligible for change-of-mind returns, unless faulty, damaged, misdescribed, or otherwise required by applicable law.
Order Cancellations
If you need to cancel an order, please contact us as soon as possible.
We will do our best to help, but we cannot guarantee cancellation once an order has been packed, dispatched, or handed to a delivery carrier.
If your order has already been dispatched, it may need to be handled as a return after delivery.
Shipping Delays
We aim to dispatch orders within the timeframe shown on our website or during checkout.
If there is a significant delay with your order, we will contact you where required and provide available options, which may include waiting for the order, choosing an alternative item, or cancelling the order for a refund where applicable.
Return Packaging
Returned items should be packaged securely to avoid damage in transit.
For change-of-mind returns, the customer is responsible for ensuring the item is returned safely and in suitable condition.
We recommend using a tracked shipping service, as we cannot process a return that is not received.
Contact Us
For returns, refunds, exchanges, damaged items, incorrect orders or warranty support, please contact:
Email:
hello@flybyfly.co.uk
Hours: Monday to Friday, excluding public holidays