Frequently asked questions
Delivery
How much is delivery?
Free, on every order, with no minimum spend. We deliver within the United Kingdom.
How long will it take?
We pick and pack within 1–2 business days, then Royal Mail typically takes 2–4 business days. That is 3–6 business days in total. Orders placed at weekends or on public holidays start processing the next working day.
Can I track it?
Yes. You will get an email with a tracking number when it is dispatched. Allow up to 24 hours for the carrier's tracking to start updating.
My parcel has not arrived.
If it has been more than 2–4 business days since dispatch, email contact@shopmypaletteltd.store. We will open an enquiry with Royal Mail and either replace the order or refund you in full. Until goods are delivered to you they remain our responsibility.
Returns and refunds
How long do I have?
14 days from delivery to return anything for a refund, in addition to your statutory 14-day right to cancel under the Consumer Contracts Regulations 2013.
What does it cost me?
Nothing. A prepaid Royal Mail return label is already in your parcel — attach it and drop the parcel at any access point. If the label is missing, email us and we will send one free of charge. There is no restocking or handling fee.
When will I get my money back?
Within 5 business days of your return arriving and being checked.
Can I exchange instead?
Yes, within 14 days. Email us with your order number and what you would like instead and we will confirm the price difference either way. Faulty, damaged or incorrect items are always replaced free of charge, regardless of the window.
Something arrived damaged.
Email us within 14 days with photographs. Under the Consumer Rights Act 2015 you have a 30-day right to reject faulty goods for a full refund, and a right to repair or replacement after that.
Choosing the right thing
How do I pick a car seat?
i-Size seats are chosen by your child's height, not their age. Every car seat listing states the UN R129 approval, the exact height range in centimetres, the maximum weight and whether an ISOFIX base is included or sold separately — bases are usually separate, so check before ordering. If you are unsure, email us before you buy rather than after.
Do your listings state safety standards?
Yes, where the manufacturer publishes one — EN 1888 for pushchairs, UN R129 for car seats, EN 14988 for high chairs, EN 12790 for reclined cradles, EN 1930 for safety gates, EN 1078 for cycle helmets. Where a brand publishes no standard for a particular product, the listing says so rather than implying one.
Are the specifications yours or the manufacturer's?
The manufacturer's. Where a brand's own site was unreachable and we had to take specifications from an authorised retailer instead, the listing says that too.
Payment and orders
Which payment methods can I use?
The methods shown at the bottom of every page are the ones actually enabled on this store — that list is generated from our live payment settings rather than typed in, so it cannot be out of date.
Can I cancel an order?
Within 12 hours of placing it, email contact@shopmypaletteltd.store with your order number. After that it may already be packed, in which case use the returns process.
About us
Do you have reviews?
Not yet. We will not import or invent them — fake and copied reviews are illegal in the UK under the Digital Markets, Competition and Consumers Act 2024. Real verified-buyer reviews will appear once customers have used these products.
Who are you?
Mysk Baby is a trading name of SHOP MY PALETTE LTD, registered in England and Wales, company number 16778298, registered office Lemons Farm, Atherington, Umberleigh, England, EX37 9HY.