Shipping And Handling

All orders over £100 are delivered free to the UK mainland.
The vast majority of items are dispatched through our couriers, APC Overnight, who will deliver directly to your door within 24 hours of despatch.
Please note that all couriered items are should be delivered to you between 7am and 4pm, if you require next day delivery please ensure you place your order before 12 noon.

We do offer "delivered before" service at an extra cost, you can specify the item be delivered before 7am, 9am or 12am on a day that suits you including next day if the order is placed before 12 noon. In these cases our courier will do their level best to get the item to you before your specified time, however, drivers do get lost so we can off no guarantee or be held accountable if the item arrives a little later than your specified time.

For items outside of UK mainland, please email us for shipping costs which vary and are weight dependant.

Should you be out when the courier calls to deliver your item, they will leave a calling card with consignment details along with the telephone number of their local depot so that you may arrange re-delivery or collection. Should you not respond to this calling card then the goods will be returned to our wharehouse. Re-delivery will then be at your expense payable over the the phone.

If you require your delivery to be left with a neighbour or other place you must notify us of this via email, under no circumstances can can we accept liability for goods left unattended or delivered to another address at your request.

If your goods are required by a specific date or urgently, we recommend that you check our stock availability by calling our sales team prior to ordering. This will avoid any unnecessary disappointment. Please bear in mind that stock levels can change from day to day.

You must sign for all goods as 'UNCHECKED'. Failure to do this may result in prolonged delays in processing your claim for any damaged or faulty goods.

Should an order be cancelled after despatch or you refuse delivery of an item, then we reserve the right to levy an administration charge deducted from any refund of monies due to you (this will be equivalent to our return courier fee, and is weight dependant).

If you order is placed before 12 noon it will be processed that same day and dispatched. We will normally deliver you goods within 10 working days of ordering. If you require your goods urgently please phone our sales team and check the goods you need are in stock and specify next day delivery when ordering.

There are some exceptions to this process, most furniture such as that from Dutailier, Izziwotnot, Bebecar, Cossato and Mamas and Furniture is purchased to order from the manufacturer. Therefore your delivery will be within four to six weeks of ordering. If you have any queries about delivery times please phone our sales team.

If you have specified next day delivery and there is a problem with stock you will get a phone call from us at the earliest opportunity, you will be advised how long your order is going to take and if not satisfactory to you a full refund will be offered.

To protect both ourselves and our customers from internet fraud you may be asked on occasion to provide answers to extra security questions before you transaction is authorised.

These delivery schedules are provided as a guideline only

VAT
For orders made from the UK or the European Union, 17.5% (13.1% & 5% for certain items) in VAT is included in the price.At the moment we can not process orders to countries outside of the UK or European Union.

Credit and Debit card security
All of our credit/debit card processing is managed through PROTX, this means that we at Ankle Biters never see or record your entire card number and hence your are protected from any fruadulent use of your card. For more information go to the PROTX web site:

http://www.protx.com/

Guarantee & Returns Policy

All of our pushchairs come with a minimum six month guarantee, those bought from Phil & Teds, Out n About and Mountain Buggy offer a 1 year guarantee and those bought from Stokke and Bugaboo have a two year guarantee.

Products can on occasion develop faults, depending on the nature of the fault we can arrange for spare parts to be sent to you or for the item to be returned and repaired. Should this happen during your guarantee period this will be free of charge unless the item has clearly been damaged through missuse.

All goods that develop a manufacturing fault within 28 days of purchase will be replaced, after that time the item will be repaired or spare parts dispatched.

To report a fault please email our dedicated returns handling service at returns@anklebitersdirect.co.uk. You will be asked to give a clear description of the fault and may be asked to send digital images. This will allow us to decide if a replacement part is required or if the item needs to be send away for repair.You will then be allocated a return refrence number, this is used to identifty the item when it comes back to the wharehouse. PLEASE NOTE WE CAN NOT HANDLE A RETURN WITHOUT THIS REFRENCE NUMBER. IF AN ITEM IS RETURNED WITHOUT THIS NUMBER WE CAN NOT PROCESS THE ITEM AND IT MAY TAKE SOME TIME TO GET THE ITEM BACK TO YOU.

Please note that returns communication can only be handled through email, this is not so that we can avoid talking to you about it, but so that all communication is recorded. This allows us to handle returns efficiently and offer you the best in customer service.

If you live in the Sheffield area and wish to bring the faulty item into the shop to discuss the problem please email us first to let us know when your going to come in so that we can ensure the appropriate person is there to deal with your problem.

ALL RETURNED ITEMS MUST BE SECURLEY PACKAGED, WE WILL NOT UNDER ANY CIRCUMSTANCE ACCEPT A RETURNED ITEM THAT IS NOT SECURLEY PACKAGED.

How to Return a Product
First email us at returns@anklebitersdirect.co.uk quoting your order number, giving details of the fault and if possible some digital images. Within 72hrs you will receive and email giving you a returns refrence number. PLEASE DO NOT RETURN THE ITEM UNTIL YOU HAVE THIS NUMBER AS WITHOUT IT WE CAN NOT GUARANTEE THE SECURITY OF YOUR ITEM.

If you require a courier to pick the item up please let us know, however, this will be at your expense.

Package the item securely and address the item to the following address and write the returns refrence on the address sticker.

Ankle Biters Returns
240 Abbeydale Road
Sheffield
S7 1FLYou will receive an email after the item has been received indicating how long the repair is going to take and approximately when you can expect your item to be returned. Please note that as the item will be sent back to the manufacturer for repair this schedule will only be approximate.

Loan Pushchairs
We have some loan chairs for you to use while yours is away, subject to availability, these can dispatched to you at your cost or picked up from the shop. If you require a loan chair please make sure you let us know when you first contact us about your fault.

Accidental Damage
All goods that have been accidentally damaged whether within the guarantee or not can be repaired at your cost.

YOUR STATUTORY RIGHTS ARE NOT AFFECTED

Returns further information
You can return your goods back to us yourself, or we can arrange a collection at your cost.

We charge a collection fee of £25.00. This charge will cover collection of the goods via courier, all administration and return back to you. If your repair is deemed chargeable by the manufacturer, then this charge will be passed onto you, additional to any collection charges already applied.

All goods being collected by our couriers MUST be boxed securely.
Goods which are not boxed adequately will not be accepted, under ANY circumstances.

(Once your goods are inspected by the relevant manufacturer, they will make a decision on whether applying charges to your repair is applicable. We will always abide with the decision of the manufacturer, without question. Being a retailer, and not responsible for the design, production or engineering of these products, we believe that this decision lies solely with the manufacturer.)

Any refunds due to the customer will be processed within 30 days of receipt of the goods by Ankle Biters Direct, as per Distance Selling Regulations.

Please note that the use of Buggy Boards on any pushchair will automatically make any guarantee with manufacturer and retailer alike, null and void, and therefore any damages resulting from the use of these, will not be repaired free of charge, and will incur additional carriage fees back to the customer.

All guarantees are effective from the date of delivery.

Please note that all buggies and many other items are identified through serial numbers. When an item is returned to the manufacturer for repair they will let us know if the item was not purchased through our account. In these cases the item will be returned at your expense unrepaired.

Contacting Us

You can write to us at :

Ankle Biters, 240 Abbeydale Road, Sheffield, S7 1FL
For sales and product advice only, please call our sales line on (01142) 589952. Please note that any calls regarding returns will be automatically referred to the email system.
For sales enquiries via email please write to sales@anklebitersdirect.co.uk
For product advice via email please write to help@anklebitersdirect.co.ukFor returns please email returns@anklebitersdirect.co.uk
For after sales advice on your purchase please email aftersales@anklebitersdirect.co.uk quoting your order number.
We always aim to provide you with a comprehensive response to your correspondence within 3 working daysFor order cancellations please email returns@anklebitersdirect.co.uk quoting your order number.

Your right to cancel. You may cancel your order at any time. We would urge you to advise us of this at your earliest convenience. If your cancellation is received after despatch, you will incur courier charges for its return.
Please note that APC Post collection fees are £25.00 up to 20kgs, and 50p per kilo thereafter.
It can help us and you, if you include your reasons for your cancellation. So if you wish, please do so. Also, upon any cancellation, you must include your order number. Without this information, you may experience delays in our processing your refund or exchange.

All cancellations must be via email, letter or fax. Cancellations will not be accepted over the phone as all correspondence pertaining to this must be documented for all parties concerned.

At Ankle Biters we strive to offer the very very best in customer service, however, mistakes do happen. Stock changes daily and sometimes items can be delivered with manufacturer faults or damaged in transit, these thing happen. Please be aware that we will do our level best to resolve any issue and everything we do for our customers is done in the best of faith and intention. If an order is placed for immediate delivery and it's out of stock you will get a call to let you know and be offered a full refund, if you have a problem with your item after it's been delivered please email our returns department and they will do their level best to sort it out quickly and efficiently.

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