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IMPORTANT UPDATE: We have taken the decision to close our warehouse for the Christmas Holiday period. Further import restrictions into the country have made the distribution of goods extremely difficult and we have decided to limit the impact on our business by having an extended break.

We wish you all a happy holidays from PreciousLittleOne.

All of us at PreciousLittleOne appreciate what a difficult and worrying time this is for parents and parents-to-be. We would like to thank you for your continued support during this time.

Our warehouse is currently fully operational. We will continue to follow the advice of the Government and Public Health England. We would like to assure yourself we are dispatching orders every working day. The NHS and WHO have advised that there is no evidence that COVID-19 can be spread by contamination of commercial packages, you can read more here

We want to get your precious little one's products to you as fast as we can. But we also want to take a second to explain why things are taking a little longer than normal. So we've compiled a list of your most-asked questions below

Can I still place an order?
Yes, you can online
All our couriers are currently fully operational.

What does my delivery timescale mean?
All delivery timescales are estimated due to the unprecedented situation, we will endeavour to keep you updated as much as possible, as the situation is ever changing.

Where is my order?
Every order is picked, packed and quality controlled by hand, and this hasn’t changed. What has changed is that we’re seeing a big increase in online order volume while at the same time ensuring our staff can keep safe social distance (more on that below). On top of that, most delivery carriers are experiencing delays on their side as well. 

I still want to know exactly where my order is. What’s the best way to contact your Customer Service team?
These delays also mean that our Customer Service team is getting more emails and chats than normal. They’re working hard to get you the answers you need, when you need them. They're currently answering emails within 8-10 working days. Our Customer Service is available Monday-Friday 8am to 5pm, however after taking your feedback on board we have extended our opening hours to Monday-Saturday (Monday-Friday 8am - 5pm and Saturday 6am - 1pm). You can contact our teams via email  and by phone 01476569111, please kindly note phone lines are open Monday-Friday (9am - 12pm) 

When will I get my package once it's shipped?
With so many storefronts temporarily closed, couriers are also working overtime to deliver online orders. This means that the same delays and social distancing that affect us affect all of the different delivery methods, too. When your order ships, you’ll get a usual tracking number via email. You will be able to track your parcel on the couriers website which will provide an estimated date for delivery. 

Do you offer a no contact delivery option?
We are currently working closely with all our couriers closely to ensure you and their employees remain safe. We would encourage all customers to use the alternative delivery options available to them (such as leave in a safe place) so they do not have to receive parcels directly from the courier or have to sign for them

How are you keeping staff safe?
We know that our staff are the heart and soul of our business, and their safety is our top concern right now. We’ve increased safety measures and special precautions for hygiene and social distancing in our workplaces. In short, this includes creating a safe environment for staff to self-report their own requirements as they develop, strict handwashing and sanitising protocols and personal protective equipment.
We are also making sure that the workspace itself is regularly cleaned particularly the “high touch areas” like work surfaces and computers. We stagger break times and put caps on lunchroom seating so that all employees can enjoy a safe lunch or coffee break while still social distancing. 

What if I want to return my item?
Our Returns Department is now fully operational and accepting all returns.

We understand this has been a diffcult time and we have taken your feedback onboard and we are currently upgrading our Warehouse Management System and Customer Service System to ensure we provide you with the very best service.

My order has been delayed?
We are sorry if your order has been delayed, we are experiencing delays and our teams are working hard with the manufacturers to retify this issue. If you have emailed us, we will get in contact you back as soon as possible within the timescale stated. We are working hard to reduce our response times and would like to thank you for your continued patience.

I have noticed a new company called "PreciousLittleOne EOT" on Companies House. What is this?
Within the next 6-9 months PreciousLittleOne is aiming to become an Employee Owned Trust. This company will oversee the trading company and ensure we are providing the very best service to our customers, suppliers and staff. PreciousLittleOne Ltd will remain the main trading company of the business.

Why are you taking so long to respond to emails?
We do apologise for the delay responding to your emails, we are a family owned independant business consisting of less than 50 full time staff members across all departments. We have a passionate customer service team of 6 who are dedicate to providing the best customer experience. We understand it's frustrating, but please be assured our team are answering 1000's of calls and emails each day and we are working hard in the background to improve all areas of our working practices.

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