How do I make a claim on a product?

Sometimes a product does not meet the quality expected. In these cases, we will of course, help you to make a claim. Follow the steps below and complete your claim with the correct information so that we can handle your case right away. Please submit the claim via our web form on the customer service page.
 
Issuing a claim for clothing, shoes, furnishings, toys:
  • • Order number
  • • Clear photos/videos of the defect
  • • Description of the defect
 
Issuing a claim for a stroller:
  • • Order number
  • • Clear photos/videos of the defect
  • • Photo of serial number. Please take a photo of the full sticker which can usually be found on the chassis at the wheels or by the shopping basket
  • • Description of the defect
 
Issuing a claim for a car seat:
  • • Order number
  • • Clear photos/videos of the defect
  • • Photo of serial number. Please take a photo of the full sticker
  • • Description of the defect
 
Once we have received this information, we will process your case as soon as we can and get back to you.
If you need to contact us regarding your complaint, please reply to the same email where you submitted your complaint, then we have the case number to refer to.
 
We kindly ask that you to wait when making a claim because it may take time to receive a response from the supplier. Our absolute goal is, of course, to resolve the matter as quickly as possible.
 
In case of a dispute, we will follow the recommendations of the Swedish Complaints Board. If you received an incorrect item sent to you or if the item is not in the expected state, please contact our customer service through our web form on the customer service page. This must be done within 7 days of when you receive your order.

What if I receive a wrong item?

If you have received an incorrect item or if the item is not in the expected condition, please contact our customer service through our web form on the customer service page. This must be done within 7 days of receipt of the delivery.

What should I do if I have received a damaged product?

You as a customer are responsible for unpacking and checking that the products in your package are error free within 3 days of receiving them.
 
If the package has been damaged during delivery, you must report the damage directly to your Post Representative when you pick up your package or to the shipping company that delivers your package. Submit your error within 3 days to AlexandAlexa's customer service and we will assist you.

US Recall of Liewood Lily Bathrobe

Article number – 839926, 789826, 789827, 789828, 789829, 488918

US Recall of Liewood Lily Bathrobe; Mr Bear Tuscany Rose, Mr Bear Golden Caramel, Mr Bear Khaki, Dino Surf Blue, Rabbit Oat and Dinosaur Green mceclip0.png

This Product does not comply with mandatory safety US standard for children’s sleepwear.

The Bathrobe should be sent in return to our warehouse for a full refund, please reach out to our customer service if you have not received your email with a return slip attached.

We thank you for your cooperation and apologize for any inconvenience.

US Recall of Product Carrément Beau White Baby Lion T-shirt and shorts set

Article number – PM-5394

Important and urgent notification!

US Recall of Product Carrément Beau White Baby Lion T-shirt and shorts set size 9 months and above.

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A Carrément Beau White Baby Lion T-shirt and shorts set size 9 months and above.

This product does not comply with mandatory safety US standards for children’ sleepwear sized over 9 months.

The set should be sent in return to our warehouse for a full refund, please reach out to our customer service if you have not received your email with a return slip attached.

We thank you for your cooperation and apologize for any inconvenience.

Recall for Indikidual SPLASH and PLAY coat

Article number 309077 and 309078

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We have recently reviewed the coat and we feel that the zip puller on the smaller age group (6/12m, 12/24m & 2/3y) should be removed for safety.

The zip puller has passed all testing at an approved laboratory and complies with British Safety Standards but due to the size of the puller and the age range of the coat we personally feel it would be best if it is taken off.

If you still have the coat in size 6/12m, 12/24m and 2/3Y, please cut off the puller and discard of it safely. It can easily be removed with scissors without damaging the garment.

 

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We are sorry for any inconvenience caused and would like to say thank you in advance for help.

Baby Gym activity centre

Art, 732312-Baby Gym Jetty Grey, and art 323844 -Baby Gym - Warm grey

Recall for security reasons due to:

As the cords on which the activity toys are suspended can come apart, whereby the wooden parts can fall off the activity center causing small parts / balls. Small parts / balls present a serious choking hazard for small children. The product has been on the market since April 2018 and sold through Sebra’s retailers – shops and online stores, mainly in Europe.

We ask you to immediately dispose of the product in an environmentally friendly way and we have of course refunded you for this product.

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Background to the voluntary recall

At Sebra, product quality and safety are of outmost importance, which is why we have implemented a voluntary recall.

In November, Sebra received an enquiry from an attentive parent who noticed that the cords on which the activity toys were suspended had started to come apart, causing some wooden parts to fall off the activity centre. In this case, the Baby Gym had been used with one child without any issue, but it had then been passed on to the next child in the family, which is when the parent became aware of the problem. Even though the Baby Gym has passed tensile tests and is com- pliant with applicable safety standards (Toy Safety Directive 2009/48/EC) for toys for children under 3 years of age, Sebra decided to launch an investigation based on the above incident.

 

It turns out that the cord we chose for the product, a strong material also used for mountaineering equipment, needs to be replaced about every 3 years to maintain its durability and strength. Exposure to sunlight may shorten its shelf life. A Baby Gym should therefore not suffer from this problem when new, but after several years – or in the event of inappropriate exposure to sunlight – it could present a safety issue.

Recall for Baghera Jet Plane Blue

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Recall for Art 610216 - Baghera Jet Plane Blue, after an inspection by DGCCRF it has been found that the product propeller is fragile and can break if the product falls to the ground. Small parts may come off and pose a danger to small children who may eat them (this only applies to the blue aircraft).

 

We immediately ask you to DISPOSE the product in an environmentally friendly way. We have also refunded you for this product in the same way as when you placed your order.

 

We thank you for your cooperation and apologize for any inconvenience.

Recall WHEAT Madison pajamas

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Due to lack of fastening of the strings on the pants, the supplier wants to offer a refund on this product.

If you remove the string in the trousers, it is good to continue using these trousers, but of course you will be refunded on the item

If you do not wish to keep the pajamas, we ask you to dispose of it in an environmentally friendly way as possible.

Email us here for a credit.

Mark the title with “Recall WHEAT pajamas”

We thank you for your cooperation and apologize for any inconvenience.