FAQ’s

FAQ’s

Welcome to the Frequently Asked Questions section of bubbabambu.com! We hope that you find this information useful and answers any questions you have. However, if you have a question or concern that isn’t directly addressed by the FAQs, please don’t hesitate to send your question to us through the enquiry submission form or email our Customer Service & Operations Manager phoebe@bubbabambu.com

About bubbabambu.com

What is bubbabambu.com?

BubbaBambu.com is the online affiliate of bubba bambu, which is a family run firm based in Kent, England. The business was set up out of a passion to see great quality bamboo baby bedding, accessories and clothing, sourced in the marketplace. Please Note: Our Customer Service department can be emailed at any time and they will respond within 1-2 working days.

How can I contact bubbabambu.com?

Email us through phoebe@bubbabambu.com direct or contact us through our online enquiry form.

Where is bubbabambu.com located?

The bubbabambu.com buildings, include our offices in Sevenoaks, Kent, England, and our warehouse currently located in Lower Halstow, Kent, England.

Who owns bubbabambu.com?

Bubbabambu.com is privately owned by a family business located in Kent.

Placing an Order

Can I place my order by phone, fax, or mail?

Unfortunately our business has only been set up to receive orders online with payment made through either PayPal or Credit card and Debit card payments through Stripe payments. If you are unable to order online you may want to ask a family member or friend who may be able to assist with your online order as we are currently unable to accept orders via phone, fax or mail order.

What if I have an out-of-stock item in my order?

If you order an item that is not currently in stock, we will ship all the items in your order that are available immediately and we will ship the backordered items as soon as they become available. We will not charge extra if parts of your order are posted separately.

Can I edit or cancel my order?

As payment for the order is taken at the time of order, your order gets processed immediately. However if you contact our customer service manager at phoebe@bubbabambu.com and we can stop the order before it leaves our warehouse, then we will be able to work with you to edit / cancel and either refund or make changes to the payment amount.

If you would like to add additional items to your order after you have placed an order, to benefit from the already obtained free delivery, then we suggest sending us an email to our customer service manager phoebe@bubbabambu.com, stating your previous order number and we will send you a discount code for free delivery for you to use when purchasing your additional items.

Do you charge sales tax?

Bubbabambu.com are not currently required to charge VAT on any orders, and therefore do not charge these or split these out separately on invoices.

Upon what currency are your prices based?

All prices at Bubbabambu.com are charged in GBP £.

Do you sell to retailers?

No. We have decided as a business not to sell through retailers but directly to the customers online. We feel we can offer a better price this way direct to consumers.

Payment Options

What payment options are available?

After researching people’s preferred way of paying online, we have decided to limit all payments for orders to the secured PayPal Payments and through debit and credit cards payments through the secure stripe payment gateway.

Discount Codes and Vouchers

What are Discount Codes and Vouchers?

Discount Codes and Voucher codes (also known as promotional codes, and e-vouchers) are special codes that can give you discounts, money off and free delivery. Bubbabambu.com use various codes to easily offer money off for rewards and other reasons.  The codes need to be entered on your payment details page when ordering to receive the specified discount.

Why is my Discount Code or Voucher not working?

Certain discount and voucher codes are single use only, so once redeemed, the voucher code cannot be used again.

However, if you think your discount and voucher code should work there are a couple of checks you can do to see why your Bubba Bambu voucher code isn’t working:

1. Has your code expired?
2. Does your order meet the qualifying conditions? (i.e. contains the item which the discount applies to)
3. Has your voucher code been entered into the promotional voucher code box at the top of the payment details page?
4. Has the voucher code been entered correctly, checking spacing, character errors and/or spelling mistakes?

If after you have checked the above, you are still experiencing problems there may be other reasons why your code isn’t working. In this case please contact our customer service manager at phoebe@bubbabambu.com and we will assist you.

Can I use multiple voucher codes?

There is no limit to how many different voucher codes you can use on each order, however you can only use a voucher code once in a single order (i.e. you can’t use the same voucher code twice)

Why have I not received my voucher from a product launch campaign or other campaigns?

If you have not yet received your voucher from any of our campaigns, then please first check your junk or spam email folders to make sure your email account has not seen this as junk mail. If you still do not have it, please contact us with your details and we will resend it to you.

In the meantime please look at our email help section below and add our customer service managers email address phoebe@bubbabambu.com to your address book, who is the person responsible for emailing our customers.

Delivery & Shipping

Do you deliver outside of the UK?

Yes. We send our products worldwide from our warehouse in Kent, England. Delivery charges therefore apply, unless you have hit the free delivery thresholds for the delivery address. Please see here for all our delivery and shipping information.

What address does my products get delivered to?

Your delivery address is the one which you set up on your bubba bambu account, or as inputted on a guest delivery page. If you have set up a separate delivery address on PayPal this will not be used.

What method of postage/shipping does bubba bambu use?

Bubba Bambu currently delivers all orders through Royal Mail Tracked delivery service. Please allow 2-3 working days for delivery after confirmation of dispatch for UK deliveries, 3-6 working days for European deliveries, 5 -12 working days for all other worldwide deliveries. Please note import charges may be applicable on international deliveries to be paid locally by you.

How do you calculate shipping charges for orders?

Postage charges are set at a standard rate up to the free delivery threshold. When you complete your order at bubbabambu.com, our online ordering system will automatically calculate if the standard postal charges based on delivery address applies to your order or if the free delivery threshold has been met.

How soon can I expect to receive my order after it is dispatched?

As bubba bambu send all orders by Royal Mail’s tracked delivery service, please allow the following delivery time after confirmation of dispatch. 2-3 working days for UK deliveries, 3-6 working days for European deliveries, 5 -12 working days for all other worldwide deliveries. Please note import charges may be applicable on international deliveries to be paid locally by you.

What do I do if I do not receive my order?

If you do not receive your order by day after the last working day mentioned in our delivery timescales, after confirmation of dispatch, please contact our customer service manager at phoebe@bubbabambu.com with details of your order.

Return Policy

Can I return damaged items?

Yes. If your items are damaged please contact us by email on phoebe@bubbabambu.com immediately (the same day or, at the latest, the first business day following delivery). The items will be replaced, or a refund given depending on the circumstances.

What happens if I receive duplicate items?

If you have received duplicate items, please contact our customer service manager by email at phoebe@bubbabambu.com so that we can make arrangements for their return if applicable.

What happens if I ordered items by mistake?

If you have ordered items in error you will be responsible for their return to us at your own expense. We will review the returned items to ensure they are in a good condition for re-sale and will acknowledge your return and refund your items within 30 days. Please contact phoebe@bubbabambu.com whom will provide details of return address.

What is the bubba bambu Return Policy?

Bubba Bambu Return Policy:

Undamaged products may be returned within 30 days of delivery.  You will first need to notify our customer service manager, who will advise where the items are to be returned to. Depending on reason for return, we will endeavour to refund the paid amount (we are unable to reimburse shipping costs) within 30 days of return of the products.  Items must be returned in unused/unmarked/sellable condition.

Products sold as a pre-packaged bundles must be returned with all components in unused/unmarked/sellable condition.

If you received a defective, damaged, or incorrectly shipped item from us, please email us on phoebe@bubbabambu.com  so that we can fix this for you! We will gladly ship a replacement and assist you with your return.

Any personalised items may not be returned for replacement or refund, unless the personalisation or item is defective.

Any return that does not comply with the above policy may be rejected or may be subject to a restocking fee, at our discretion. In general, restocking fees start at 20% but may be significantly higher depending on the condition of the return.

Privacy & Cookie Policy

Where can I find the bubbabambu.com Privacy & Cookie Policy?

Click Here to view the entire bubbabambu.com Privacy & Cookie Policy or click the Privacy & Cookie Policy link at the bottom of each page.

Why do you ask for my email address? Will you share it with other companies?

Email allows us to serve our customers better by getting information out quickly and efficiently. However, we understand that some people are sensitive about giving out their address because they wish to avoid intrusive email, or “spam”. We’re not “spam” fans either, and we will never sell or share your email address with anyone. However, we would like to send you emails from time to time, featuring insider information about special offers and promotions. If you would prefer not to receive this type of email from us, simply unsubscribe from these emails we send.  Our business operates fully under the GDPR restrictions of the UK.  For this reason we use mailchimp as our email sender platform so you can access, change, manage and delete your information from our system at any point.

For more information on email privacy at bubbabambu.com, please consult our Privacy & Cookie Policy.

Do you leave "cookies" on your customers' computers?

Yes. A “cookie” is a string of text that contains information about a specific customer. Websites will often place a cookie in the memory of a customer’s computer for the purpose of recognizing that individual when he or she returns to the site. Through a limited use of cookies, bubbabambu.com provides customers with tailored and personalized service. At bubbabambu.com, we will leave a cookie on your computer that allows the site to recognize you when you return and access your account for you. If you would prefer not to accept cookies from bubbabambu.com or any other site, your browser (Internet Explorer, FireFox, Chrome, Safari, etc.) includes a switch that allows you to block cookies.

What can I do to protect my security and confidentiality?

We are committed to protecting the security and confidentiality of your information. We use PayPal and Stripe Payments as our payment gateways, which means we do not store your card information. In order to protect your account further, we caution you never to disclose your password or login information. Because thieves have been known to create copycat websites with names similar to reputable sites, in order to lure people into divulging their personal information, we urge you make sure that you typed the correct website address before entering your information.  We also advise that you do not allow others unauthorised access to your emails, as if you use the ‘forgotten password’ system a new password will be sent to your email address.

Email Help

Why can't I see the graphics in any bubbabambu.com emails?

There is a possibility that a spam filter or your email program’s security settings are blocking emails from bubbabambu.com email accounts. If you use a spam filter you can add the following address to your “white list” to allow emails from bubbabambu.com through from phoebe@bubbabambu.com. If you don’t have a spam filter but still have difficulty seeing or receiving our emails, adding our email addresses to your email address book will often solve the problem. Read the following FAQs for detailed instructions on how to perform this task on many popular email service providers.

How do I Add bubbabambu.com emails to my Gmail address book?

Follow the simple steps below:

1. Open the email or newsletter you received from bubbabambu.com.

2. Click the down arrow to the right of the Reply button at the top right of the message.

3. Click the Add phoebe@bubbabambu.com to Contacts list link.

How do I Add bubbabambu.com emails to my AOL address book?

Follow the simple steps below:

1. Open the email or newsletter you received from bubbabambu.com.

2. Click the Add to Address icon on the right side of the window.

3. Click the SAVE button.

How do I Add bubbabambu.com emails to my Apple Mail address book?

Follow the simple steps below:

1. Open the email or newsletter you received from bubbabambu.com.

2. Click the Message menu at the top of the screen.

3. Click Add Sender to Address Book.

How do I Add bubbabambu.com emails to my Windows Live Hotmail address book?

Follow the simple steps below:

1. Open the email or newsletter you received from bubbabambu.com.

2. Click the Add Contact link underneath the from address

How do I Add bubbabambu.com emails to my Yahoo! Mail address book?

Follow the simple steps below:

1. Open the email or newsletter you received from bubbabambu.com.

2. Click the Add to Address Book button to the right of the from address.

3. Click the Save button.

How do I Add bubbabambu.com emails to my Mozilla Thunderbird address book?

Follow the simple steps below:

1. Open the email or newsletter you received from bubbabambu.com.

2. Click on the highlighted name and email address (sometimes only the address is shown) on top of the message, next to “From:”

3. Click the Add to Address Book link in the menu.

4. Click the OK button.

How do I Add bubbabambu.com emails to my AT&T address book?

Follow the simple steps below:

1. Open the email or newsletter you received from bubbabambu.com.

2. Click the Save Address button to the right of the from address.

3. Click the Save button.

How do I Add bubbabambu.com emails to my MSN address book?

Follow the simple steps below:

1. Open the email or newsletter you received from bubbabambu.com.

2. Click Save Addresses at the upper right hand side of the screen.

3. Select the check box next to the address you want to save.

4. Click the Save button.

My Account

Why should I set up an account at bubbabambu.com?

There is no faster way to order from bubbabambu.com than by registering an account. By creating a bubbabambu.com account, you’ll be able to order from our products over and over again without re-entering your details. When using your account, you’re only a few clicks away from our great products being on their way to you!

How do I create an account?

To create an account at bubbabambu.com, click the “My account” link at the top/bottom of every page, submit your email address and then fill out the corresponding form.

Is the information in my account safe and protected?

Yes. You can rest assured that with the use of secure connections and encryption, any information you enter on our server is safe from hackers and thieves. At bubbabambu.com, we have a Privacy & Cookie Policy to assure you that any information given to us stays with us. We respect your privacy and are committed to protecting your personal information.

How can I alter my account once it's created?

If you have already created an account, it is easy to change any of your personal information. Simply click the “account” link on any page, ensuring you are logged in. Your previously entered information will appear and you can change any of it.

What if I forget my password?

If you have an account but have forgotten the password, click on the link “Forgot Your Password?” directly below the space where you would normally enter your password on the sign-in page. You will be asked to enter your email address, and we’ll send you instructions for setting up a new password right away.