- Frequent questions
- User account
- Payment methods
- Services
- Returns and Refunds
- Orders
- Shipping and deliveries
Need help?
You can contact one of our agents to solve your doubts or problems through chat or by sending an email to info@sensbaby.com
Hours of operation:
Monday Friday:
8:30 a.m. to 2:00 p.m.
3:00 p.m. to 6:00 p.m.
Frequent questions
- Credit/debit cards (Visa, Mastercard and American Express)
- PayPal
- Wire transfer
For more information, consult the Conditions of sale or contact our Customer Service.
At this point you must select the product(s) to return and specify the reason for the return, as well as the return method that best suits your needs:
HOME COLLECTION - We take care of organizing the collection, wherever you want. The cost of collecting the package will be at your expense, with a cost of €6.00, which will be deducted from the total return. When completing the return procedure, you must indicate the collection address. Home collection will not be possible if the cost of the returned products is less than the cost retained for the service, that is, €6.00.
RETURNS BY COURIER - You can return the products you want to us through the courier service of your choice. You must deliver the package within 3 days after confirming the return and within 30 days from when we delivered the product. You will need to print the shipping label.
For more information see the Returns and Refunds section.
By accessing your user panel you will directly find the order history. You will be able to see the status of the order, and if it is in the "Sent" status, you can click on the link to track your order.
Consulting the confirmation email from the courier company, where they inform you of the tracking status.
The shipping methods available are:
STANDARD DELIVERY: Free for all orders over €30. Deliveries made on Saturdays, Sundays, holidays, outside the national territory and islands are excluded.
GLS: The articles and units will be calculated in the purchase process, from the indicated country. Deliveries made on Saturdays, Sundays, holidays are excluded.
POST: The articles and units will be calculated in the purchase process, from the indicated country. Deliveries made on Saturdays, Sundays, holidays are excluded.
Sí, en Sensbaby siempre podrás conocer el estado de tus pedidos online:
User account
At the bottom of all our promotional emails there is an "Unsubscribe" link. Simply click on that link and confirm on the next screen to stop receiving our promotional communications. In addition, you can request it by contacting our Customer Service
Remember: Transactional emails such as "order confirmation", "password change", etc., will continue to reach your email since they are communications from our services.
Payment methods
- Credit/debit cards (Visa, Mastercard and American Express)
- PayPal
- Wire transfer
Payment by credit or debit card is managed through the Shopify Payments system, which offers a very high level of security in online purchases.
You will be able to make purchases with complete serenity, in fact, Shopify Payments complies with the most advanced protocols.
If you want to place an order and pay by bank transfer, remember to make the transfer within a maximum period of 5 business days or from the creation of your order, otherwise the order will be cancelled.
These are the data to make the transfer:
- OWNER: SENSBABY S.L
- BANK: CAIXA POPULAR
- IBAN: ES5931590019682896803729
- BIC CODE: BCOEESMM159
- SUBJECT: ORDER + ORDER NUMBER
Remember that the subject of the transfer must contain the following wording "ORDER + ORDER NUMBER". The order number can be found in the confirmation email or by accessing your Account, in the order history where you can see the order and the order number.
If you have chosen bank transfer as your payment method, remember to make the transfer within a maximum period of 5 business days, otherwise your order will be cancelled.
Remember that orders with "bank transfer" as a payment method, we do not ensure the availability of the purchased products.
The charge time varies depending on the payment method used.
If you paid with a credit or debit card, the pre-authorization of the amount will be carried out in the Confirmation phase of the order.
If, instead, you placed the order with Paypal, see the respective terms and conditions of service.
Services
You can create your own personalized wish list by adding your favorite products one by one. To do this, you have to click on the HEART icon that appears in the upper right corner of the product image. You can also do it by entering the product and clicking on the HEART icon.
To consult or buy the products on your wish list, you just have to access it through the heart icon that appears at the top right of the page. Remember that if you are not registered in your account, the products will disappear when the cookies are deleted and you will have to add them one by one again.
Congratulations!! You have a discount code to use on your next purchase. To do this, there are several ways to use it:
- Selecting the code directly during the purchase process.
- Writing the name of the coupon during the purchase process, in the "Discount code" section
Before using any coupon, be sure to check the validity and conditions of use.
There are several ways to contact our Customer Service.
- WEB FORM: Through the form, you can select the reason for which you want to contact us. We will reply to you via email as soon as possible.
- BY EMAIL: You can write to our Customer Service mailbox through the following email:
- BY CHAT: You can request assistance in real time through online chat, from Monday to Friday from 8:30 a.m. to 2:00 p.m. and from 3:00 p.m. to 6:00 p.m.
- BY TELEPHONE: You can call our free number XXX XXX XXX from Monday to Friday (except holidays), from Monday to Friday from 8:30 a.m. to 2:00 p.m. and from 3:00 p.m. to 6:00 p.m.
Returns and Refunds
For more information, consult the Conditions of sale or contact our Customer Service.
At this point you must select the product(s) to return and specify the reason for the return, as well as the return method that best suits your needs:
HOME COLLECTION - We take care of organizing the collection, wherever you want. The cost of collecting the package will be at your expense, with a cost of €6.00, which will be deducted from the total return. When completing the return procedure, you must indicate the collection address. Home collection will not be possible if the cost of the returned products is less than the cost retained for the service, that is, €6.00.
RETURNS BY COURIER - You can return the products you want to us through the courier service of your choice. You must deliver the package within 3 days after confirming the return and within 30 days from when we delivered the product. You will need to print the shipping label.
For more information see the Returns and Refunds section.
Orders
- By accessing your user panel you will directly find the order history. You will be able to see the status of the order, and if it is in the "Sent" status, you can click on the link to track your order.
- Consulting the confirmation email from the courier company, where they inform you of the tracking status.
Yeah. You can check the status of your order by accessing the "Orders" section of your user account.
Order statuses can be:
- Confirmed: payment received and order pending preparation.
- Awaiting payment: If you selected "pay by bank transfer", we are still awaiting receipt of payment and the order has not yet been confirmed.
- In preparation: our warehouse is preparing your order to ship it as soon as possible.
- Shipped: When our warehouse has prepared the shipment and it is on its way.
- Cancelled: unfortunately your order has been cancelled.
- Payment error: For some reason the payment of the order has failed and we have not been able to confirm the purchase.
- Delivered: Finally! The order has been delivered.
- Every time the order changes status, you will receive an email with the change update.
Yes, you can fully track the order even after it has left our warehouse. The steps to follow are:
- Accessing the "Orders" section of your user account, and clicking on the tracking link;
- Checking the shipping confirmation email received from the courier, where the tracking link will be reported.
If you experience problems or delays in the delivery of your order, you can contact our Customer Service, contact us via chat or call us at 000 000 000.
Of course, as long as the order is in the "Confirmed" or "In preparation" status, that is, when our warehouse has not yet shipped your order.
However, if the order is shipped, you will receive an email from the courier. When they have your package, we recommend that you contact them directly to arrange delivery to another address.
In case of payment by credit/debit card or Paypal, the order may be canceled if it is in the "Confirmed" status. In this case, we recommend that you call our Customer Service as soon as possible to cancel the order.
In the case of orders paid by bank transfer, the order will be automatically canceled if payment does not arrive within 5 business days from the day the order was created. If you wish to cancel an order in the "Confirmed" status, please contact our Customer Service here https://sensbaby.myshopify.com/pages/contact
In the event that the order is in a state other than those mentioned above, it will not be possible to cancel the order, but you can initiate a return request when you receive it.
If an item is not available on our website, you can request to reserve it. In this way, as soon as we have availability we will make the shipment.
To do this, contact us at https://sensbaby.myshopify.com/pages/contacto
You can use the coupon during the purchase process, writing the code in the corresponding box. Before using the code, be sure to check the validity and conditions of use.
IMPORTANT! You can only use one coupon code for each purchase. It is important that you choose well which one you want to use. You can always remove it from the basket and add another more advantageous one.
Shipping and deliveries
Yes, at Sensbaby you will always be able to know the status of your orders online:
- Accessing the "Orders" section of your user account and clicking on the tracking link.
- Consulting the different order status emails that we have been sending you. Remember that you can track the shipment of the order through the confirmation email from the courier company.
- Through the web chat or by calling us.
The delivery times of our orders vary depending on the area, between 1 and 3 working days. The delivery time in the islands is longer, in the Balearic Islands from 2-5 days and to the Canary Islands from 7-10 days (there may be delays due to customs).
STANDARD DELIVERY: Free for all orders over €30. Deliveries made on Saturdays, Sundays, holidays, outside the national territory and islands are excluded.
GLS: The articles and units will be calculated in the purchase process, from the indicated country. Deliveries made on Saturdays, Sundays, holidays are excluded.
POST: The articles and units will be calculated in the purchase process, from the indicated country. Deliveries made on Saturdays, Sundays, holidays are excluded.
You can also request a quote indicating the product/s you want and the shipping address, in this way we can indicate the shipping price and if you are interested we can send you a proforma.
On the other hand, if the order tracking link does not work, and the order has already been shipped, you can call us at 000 000 000 and we will inform you of the status of the package.
If, on the other hand, the status of the order appears as RETURNED TO SENDER or LOST, we recommend that you contact our Customer Service to manage the incident.
To learn more about all the steps to make a return, we advise you to visit the Returns and Refunds section within frequently asked questions.
To learn more about all the steps to make a return, we advise you to visit the Returns and Refunds section within frequently asked questions.
During the return process, you must choose the reason for the return, and that is when you will have to select "The product is defective".
Next, you will be redirected to the customer service contact form that will take care of the procedure so that the amount of the return is the same as that of the purchase.