Your questions, our answers

Got a question? Don't sweat it. On this page you should hopefully find everything you need to know but if not, please don't hesitate to reach out and we'll do our best to help.

General

Are GrowGrows products in compliance with testing standards?

💯 – most definitely.

Our bamboo and organic cotton fabric is OCS certified, with the organic cotton being GOTS certified. Our factory is Oeko-Tex100 standard (baby class 1), which basically means products they’re certified as free from any harmful chemicals or substances.

Not only that, but all our products are tested (chemical and hazardous) via an independent accredited third-party and is in compliance with UK safety standards. 

 

Is there a difference in colour between the product photographs and the actual product?

We always do our best to keep the colours on our website as close as we physically can but of course, each device has it’s own colour settings so there might be a little (albeit hardly noticeable) variation. If you have any doubt about the colour of a product, then feel free to reach out and we’ll do our best to answer your query.

How do you recommend caring for GrowGrows

That’s an easy one – as is caring for them. You can read up more about this with our care instructions.

What size will be best for my child?

You can find our size chart here and for ease. Our baby grows have been developed to UK industry standards, designed to fit comfortably. 

For our GrowClub members, we’ve also developed an automatic size tracker, which updates as your little one grows throughout your journey with GrowGrows, so just keep an eye on that each month to make sure it’s about right or feel free to edit it as you go.

 

Payment

What payment methods do you accept?

We try to be as flexible as possible.

So, we’ll accept payment via Apple Pay, Google Pay, PayPal and all the common debit or credit cards.

If you choose to pay via PayPal, just a heads up – you’ll be redirected to PayPal’s log in page during the checkout process and as soon as you’ve completed the transaction, it’ll return you to the GrowGrows website.

All payments will be charged in GBP, so any currency calculations shown throughout the site are rough guesstimations.

Has my discount code been applied to my order?

To double check your discount code has been applied to your order, you’ll be able to see this applied during the checkout process as well as in your order confirmation email.

How do I apply a Discount Code to my order?

Discount codes can be applied in your cart or during the checkout process on making your order.

I'm having difficulty paying

Whoops, sorry to hear that. Please give an alternative payment method a try or get in touch and we’ll do our best to help you.

Do you sell gift cards?

We sure do. You can check them out here.

Why haven't I received my gift card?

If you’ve ordered an electronic gift card it should appear in your emails (or the lucky recipient’s inbox) within 24 hours of purchasing, whereas physical gift cards should arrive within 2-3 days.

If you have still not received it after this time frame, please contact our Customer Service team with your order and we will resend your gift card details to you.

Can I return a gift card?

No, unfortunately our gift cards are non-refundable. 

I've lost my gift card, can I get a replacement?

Sure thing. If you get in touch with us, with your email address and order number, we’ll be able to advise you further on this.

How long do I have to use my gift card?

Your gift card is valid for 12 months from the date of purchase.

My discount code didn't work?

Firstly, please check that you’re entering the discount code exactly as it appears (case sensitive) and check that the code is still in date and has not expired. Secondly, please check the T&Cs of your code, if the item is in sale or in a certain category the discount may not be valid on this product.

If it’s still not working, please contact us with your discount code and we will be able to advise you further.

Do you offer student discount?

Unfortunately no, not at this stage.

Order queries

What if my items are damaged or incorrect?

If you have received a damaged or incorrect item, contact us via hello@growgrows.com with a photo of the damage, or the incorrectly shipped product, as well as your order number and we will get back to you within 24 hours.

How much does delivery cost?

Delivery to mainland UK is £2.95, whereas our GrowClub members benefit from free postage with their monthly subscription.

Do you deliver worldwide?

Yes, we deliver worldwide. The P&P costs will be calculated when you are completing your shipping information.

If you are a GrowClub member ordering from outside of mainland UK, we will contribute the cost of our standard P&P to your order – so you will only need to pay the additional cost in order to get delivered to your country.

How long will my order take to arrive?

Hopefully pretty quick.

We dispatch items as soon as we can, typically within a 24-48 period and postage to the mainland UK should not take any longer than that either. We expect most parcels to arrive within 2 days of the order being made, if not before.

If you’re outside of mainland UK, then orders can take a little longer depending on the courier. We’ll keep you posted on your order though, so don’t worry.

Can I order just one GrowSuit?

Sure you can. Just head over to the shop.

We also offer membership to our GrowClub. This is to give people the best chance of getting their hands on our limited edition stock at a heavily discounted rate. Better yet, there is no commitment needed and you can cancel anytime.

Can I cancel or amend my order once it has been placed?

When it comes to GrowSuits, we work quickly. If you do notice an error or would like to cancel your order please get in touch with us ASAP. We will do our best to resolve the issue for you, but please keep in mind that if your order has already been processed, we will unfortunately not be able to make any changes.

What can I do if my order is going to the wrong address?

Please take extra care when entering your shipping instructions at checkout. 

Once an order has been placed, we only have a very short space of time in which to amend an address and sadly, if your parcel has already been shipped, we are unable to change your shipping address for you. 

If you find that you have entered the incorrect address, please contact us as soon as possible with your order details and your correct address information. We will try to help you as much as we can!

Where is my order confirmation?

Once your order is processed, you should receive an email confirmation sent to the email address on your account.

If for some reason, you did not receive this email, please check your spam/junk folders. 

If you still cannot find this, please log into your account to check that your order was initially processed, and if you are still having problems please contact us hello@growgrows.com

What should I do if my order is missing?

If you are in the UK and have not received your order within 5 working days, please contact us within 21 days of the date on which you ordered the products. 

After this time has elapsed, GrowGrows reserves the right to decide whether to send our replacement item(s) for you.

For international customers, please allow up to 14 working days before contacting us regarding a missing order.

What do I do if I've received the wrong item?

We are sorry that you have received the wrong item in your order! 

If you’re a UK customer, please return it to us and we will reimburse the cost. If you want to replace the item, please contact us where a member of our customer service team will help you further.

If you are an International customer, please contact us, where we will be able to advise you further on the next steps.

There's an item missing from my order, what should I do?

If you receive your order and an item is missing, please check your emails or junk emails to see if you’ve received an out of stock notice from us.

If you haven’t received this, please contact us with your order details so we can resolve this for you.

 

Delivery

What delivery options do you offer?

All members of our GrowClub received free P&P as standard with their subscription orders, with delivery typically expected to take 2 days.

Our standard shop shipping rates are £2.95 P&P, with shipping expected to take 2-3 days.

International delivery is available at additional cost (for GrowClub members we contribute our standard P&P rate to as a contribution to the cost). International delivery typically takes 10-14 days.

How does your UK standard delivery service work?

If you order with us before 3pm Monday-Friday, you can expect your order to be delivered to you within 3-5 working days, although typically much quicker. If you haven’t received your order within this time frame, please contact us, where we can support you further.

What happens if nobody is in when my order is delivered?

The vast majority of our orders are able to be delivered within the need for anyone to be in, as our letterbox-friendly boxes fit through over 90% of letterboxes in the UK.

If it’s a larger order and no one’s about, don’t worry – the friendly postie will endeavour to leave it with a neighbour or return it to their collection point, leaving you a note.

Will my parcel be charged additional custom and import charges?

Not in the UK, obviously but possibly outside of mainland UK.

Custom and Import charges are charged once an item has arrived in its destination country and it’s something we have no control over, as Custom and Import charges vary from country to country. We would advise that you find out what these charges may be before you place your order.

Can I get my order delivered to a PO Box or work address?

Yeah, no worries.

Refunds and returns

How do I return an item within the UK?

If you’d like to return or exchange a product, please fire us an email over at hello@growgrows.com.

We hate waste, so rather than unnecessarily printing returns address labels in all orders, just reach out and we’ll will send a returns address label to you via email. 

All returns and exchanges are free in the UK.

Please note – all items must be returned new, unused and with product tags still attached. 

Returns that do not meet our policy may not be accepted and will be sent back to the customer.

When returning items to us, please ensure sure you obtain proof of postage for your return package.

Items or orders you would like to return should be sent back to us within 30 days of your order being dispatched.

Once received by our warehouse, returned items are processed within 10 working days.

If you have requested an exchange, please allow 7-10 days for this to be processed and your exchanged item(s) to be sent out to you. Exchanges are subject to stock availability, if we are unable to exchange your item, you will be issued with a refund instead.

I'm an international customer, how do I return an item?

If you are returning item(s) to us from somewhere that isn’t in the UK, please note that returns are only free for our UK customers. Please feel free to use the cheapest delivery service available in your country.

All the information you need to fill the form in can be found in your order confirmation email – be sure to fill this in correctly to avoid any issues with processing your return. Please contact us if you require a returns note to be emailed to you. Please make sure to always obtain proof of postage and keep this safe until you’ve received confirmation of your return, in case we need to see it later on. 

Parcels can take up to 21 working days to reach us and then the refund will land in your account within 5-10 working days once processed.

Can I exchange an item?

Sure. Simply reach out to us via hello@growgrows.com and we’ll be glad to assist.

Will my original postage costs be refunded?

Postage costs will only be refunded if your entire order is damaged or faulty.

What do I do if my item is faulty?

Goods are classified as faulty if they are not of satisfactory quality, fit for purpose or not as described. Please note that items which are damaged due to normal wear and tear; by accident; or through misuse will not be considered faulty and we have the right to refuse a refund on these grounds.

If your item is faulty, please do not dispose or amend your item(s).

Please contact us within 30 days of receipt along with your name, order number, and images you can provide of the faulty item(s), so we can support you further. 

 

My account

I'm having trouble signing in to my account, what should I do?

Please try resetting your password initially using the ‘Forgotten my password’ link below the Login button. 

If this still doesn’t work please contact us with your account details and we’ll get it sorted for you.

 

Do I need to set up an account to make an order?

Yes, this can either be done when you’re ordering from our shop or if you’re looking to join GrowClub, you’ll be guided through an account set up process with us as you chose your GrowSuit designs. 

This allows for you to log back in at anytime, update shipping details, payment information and order again! For GrowClub members – your baby grow plan and most importantly, to pick each month’s designs. 

 

How do I reset my password?

If you can’t remember your password, we’ll need to reset that for you. Simply click here to change it using the ‘Forgotten my password’ link below the Login button. 

Is my personal information kept private?

100%. We operate in accordance with the new and updated data protection act (GDPR) we promise to keep your information private and secure. 

You can read more about our privacy policy please see here.

 

How can I remove my personal information from your database?

If you would like all information regarding yourself removed from our database, please contact us. 

I'm a GrowClub member, how can I see what designs I’ve previously selected?

These are available within your account.

Product and stock

Can you tell me more information about your GrowSuits?

We try our best to include as much information about our GrowSuits in the product descriptions on the product page of each design as possible. 

If there is something more specific you’d like to know, please contact us with the product name.

 

Why can't I find an item that I've seen advertised?

We try to only advertise products available on site at that time, however sometimes this isn’t always possible – if there is something you see advertised and it isn’t in stock, please keep your eyes on our emails, as well as the website and social media for new launches and announcements.

How can I find out if you'll be getting a restock of a product I want?

Due to high demand, some of the designs on our website do become reserved and sell out very quickly!

It’s worth keeping an eye out for our monthly new design emails, as this is when we update all of our stock.

Also, please sign up to receive a product notification when your favourite items are available again! 

We include the option to sign up for back in stock email notifications on all of our sold out products.

I have received a 'Back in Stock' email, but when I go to order the item is still sold out?

When you sign up to our restock email notifications you’ll be updated as soon as possible, even if only a small number of units are available in stock. 

On this occasion it seems like the item became sold out again before you had a chance to buy! Keep your eyes on your emails for possible future notifications though. 

We’re always doing our best to build stock up of popular items so do bear with us a little!

Do your products offer a warranty?

Yes, we offer a 6-months warranty on our baby grows from the date your order was processed. 

If you have any questions about products within warranty for existing orders, please contact us with your order information. 

 

Contact us

How to get in touch

You can contact us via email at hello@growgrows.com and a member of our team will get back to you within 24 hours. 

Our office is open Monday to Friday (excluding UK bank holidays) from 9am to 5pm UK/GMT time zone. 

You can also contact our specific teams for different enquiries such: 

  • Press enquiries – marketing@growgrows.com 
  • Partnerships enquiries – partnerships@growgrows.com 
  • Wholesale enquiries – wholesale@growgrows.com