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Carry & Cuddle

Returns & exchange

Last updated: 8 October 2026

If your item arrives damaged, faulty, incomplete or not what you ordered, tell us within 7 days of delivery and we'll replace it or refund you, at no cost to you.

What we cover

  • Damaged in transit: broken, cracked or crushed items. Please report these within 48 hours of delivery.
  • Faulty: an item that doesn't work as described, for example a toy that won't switch on or a bottle that leaks when new.
  • Wrong or missing item: a different product, colour or size from your order, or a missing piece or item.

In these cases we pay the return courier charges, and send the replacement free.

How to request an exchange

  1. Message us on WhatsApp within 7 days of delivery with your order number (like CC-1001).
  2. Send clear photos or a short video of the item, the problem and the packaging. An unboxing video helps us approve the claim faster.
  3. We reply within 1 working day and arrange a courier pickup, or ask you to send the item back.
  4. Once we receive and check the item, we dispatch the replacement or process your refund.

Condition of returned items

  • Return the item with all parts, accessories, tags and the original packaging where possible.
  • Items damaged through use, misuse, accidents or washing after delivery can't be exchanged.

Changed your mind?

We can exchange an unused item in its original, unopened packaging for a different product or size within 7 days of delivery. In this case the customer pays the courier charges both ways, and any price difference. Change-of-mind exchanges don't apply to the items listed below.

Items we can't take back (unless damaged, faulty or wrong)

  • Soft toys and teddy bears once removed from their packaging, for hygiene reasons.
  • Used water bottles, sippers and feeding items, for hygiene reasons.
  • Items bought on clearance or marked "final sale".
  • Gift wrapping and Cash on Delivery or delivery fees.

Refunds

  • If a replacement isn't available, we refund the price of the item. If the whole order was our mistake, we also refund the delivery and COD fees.
  • Refunds are sent by bank transfer, Easypaisa or JazzCash to an account in your name, within 5 working days of receiving the item back.
  • If you used a coupon, the refund is the amount you actually paid for that item.

Cancelling an order

You can cancel free of charge any time before your order is dispatched. Message us on WhatsApp with your order number. Once a parcel has been handed to the courier it can't be cancelled, but the exchange options above still apply.