General Terms and Conditions
Terms & Conditions of supply
These Terms & Conditions of Supply (“Terms“) govern the sale of any products (“Products“) listed on our website (the “Site“) to you.
These Terms apply to all purchases from the Site for both the BABY born and Baby Annabell brands. Zapf Creation (UK) Limited is the parent company and the contracting party for orders across both brands. Any reference to “Products” in these Terms includes Products from both brands.
Please read these Terms carefully and ensure you understand them before ordering any Products. You will be asked to agree to these Terms before placing an order. If you do not accept these Terms, you will not be able to order any Products from our Site.
You should print a copy of these Terms or save them for future reference.
We amend these Terms from time to time as set out in clause 5. Every time you wish to order Products, please check these Terms to ensure you understand the terms which will apply at that time.
These Terms, and any contract between us, are only in the English language.
1. Information About Us
1.1 We operate the website www.shop.zapfcreation.co.uk. We are Zapf Creation (UK) Limited, a company registered in England and Wales under company number 03859936. Our registered office is 50 Presley Way, Crownhill, Milton Keynes, MK8 0ES. Our VAT number is 882638975.
1.2 Contacting us:
(a) To cancel a contract in accordance with your legal right to do so as set out in clause 6, please email support@zapf.co.uk.
(b) Please include details of your order to help us identify it. If you send your cancellation notice by email or by post, your cancellation is effective from the date you send the email or post the letter to us.
(c) For any other reason, including complaints, you can email us at support@zapf.co.uk or call Customer Services on 01702 208171.
(d) If we have to contact you or give you notice in writing, we will do so by email or by pre‑paid post to the address you provide in your order.
2. Our Products
2.1 Images of Products on the Site are for illustrative purposes only. Although we make every effort to display colours accurately, we cannot guarantee that your device’s display accurately reflects the colour of the Products. Your Products may vary slightly from those images.
2.2 Product packaging may vary from that shown on the Site.
2.3 We try to get product descriptions, pricing and specifications right, but specifications may change and we reserve the right to withdraw or substitute items if necessary. Products are subject to availability.
3. Age Restrictions
3.1 If you are a consumer, you may only purchase Products from our Site if you are at least 16 years old.
4. How the Contract Is Formed Between You and Us
4.1 Our shopping pages guide you through the steps you need to take to place an order. Our order process allows you to check and amend any errors before submitting your order. Please read and check your order at each page of the order process.
4.2 After you place an order, you will receive an email acknowledging receipt of your order. This does not mean that your order has been accepted.
4.3 Our acceptance of your order takes place when we email you to confirm that the Products have been dispatched (the Dispatch Confirmation). The contract between us is formed only when we send the Dispatch Confirmation. If we are unable to supply a Product (for example, it is out of stock, discontinued, we cannot meet your requested delivery date, or there is a pricing error), we will inform you by email and will not process that part of your order. If you have already paid for the Product, we will refund you the amount paid for that Product as soon as possible. For orders containing multiple Products, we will refund only the price of the unavailable Product and we will not refund delivery costs. Each order is charged separately. If only part of your order is available, we will dispatch the items in stock and cancel the out‑of‑stock items.
5. Our Right to Vary These Terms
5.1 We may amend these Terms from time to time.
5.2 Every time you order Products from us, the Terms in force at the time of your order will apply to the contract between you and us.
5.3 We may revise these Terms as they apply to your order to reflect changes in relevant laws and regulatory requirements.
5.4 If we revise these Terms as they apply to your order, we will contact you with reasonable advance notice of the changes and let you know how to cancel the contract if you are not happy with the changes. You may cancel either in respect of all the affected Products or just the Products you have yet to receive. If you cancel, you must return (at our cost) any relevant Products you have already received and we will arrange a full refund of the price you paid, including any delivery charges.
6. Your Right of Return and Refund
6.1 If you are a consumer and purchase items online, you have a legal right to cancel a contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 during the period set out in clause 6.2. If you change your mind or decide for any reason that you do not want to receive or keep a Product, you can notify us of your decision to cancel the contract and receive a refund. Advice about your legal right to cancel is available from your local Citizens’ Advice Bureau or Trading Standards office.
6.2 Your legal right to cancel starts from the date of the Dispatch Confirmation (the date on which we email you to confirm our acceptance of your order). Your deadline for cancelling then depends on what you have ordered and how it is delivered:
- Single Product (not in instalments): 14 days after the day on which you receive the goods.
- One Product in instalments / Multiple Products on separate days: 14 days after the day on which you receive the last instalment or the last of the separate goods ordered.
- Regular delivery of a Product over a set period: 14 days after the day on which you receive the first delivery of the goods.
6.3 To cancel a contract, please email support@zapf.co.uk.
6.4 If you send your cancellation notice by email or post, the cancellation is effective from the date you send the email or post the letter. For example, your notice is in time if you get your letter into the last post on the last day of the cancellation period or email us before midnight on that day.
6.5 If you cancel your contract we will:
(a) refund you the price you paid for the Products, subject to any lawful deductions for handling beyond what would be permitted in a shop;
(b) refund any delivery costs you have paid, up to the cost of the least expensive delivery method we offer; and
(c) make any refunds due as soon as possible and in any event within the following deadlines:
(i) if you have received the Product and we have not offered to collect it from you: 14 days after the day on which we receive the Product back from you or, if earlier, the day on which you provide evidence that you have sent the Product back;
(ii) if you have not received the Product or you have received it and we have offered to collect it from you: 14 days after you inform us of your decision to cancel.
6.6 If you return Products because they are faulty or mis‑described, we will refund the price of the Products in full, together with any applicable delivery charges, and any reasonable costs you incur in returning the item to us.
6.7 We will refund you using the credit or debit card used to pay. If the card used expires before the refund is made, please contact us with new card details.
6.8 If a Product has been delivered to you before you decide to cancel your contract:
(a) you must return it to us without undue delay and in any event not later than 14 days after the day on which you let us know that you wish to cancel;
(b) unless the Product is faulty or not as described, you will be responsible for the cost of returning the Products to us; and
(c) if the Product cannot be returned by post and we have offered to collect it from you, we will charge you the direct cost to us of collection from our usual carrier (which should not exceed the sums we charged you for delivery).
6.9 Because you are a consumer, we are under a legal duty to supply Products that conform with this contract. As a consumer, you have legal rights in relation to Products that are faulty or not as described. These legal rights are not affected by your right of return and refund or anything else in these Terms. Advice is available from your local Citizens’ Advice Bureau or Trading Standards office.
6.10 We do not accept returns of products purchased from other retailers.
7. Delivery
7.1 We will contact you with an estimated delivery date, which will be within 3–5 working days after the date of the Dispatch Confirmation. Occasionally delivery may be affected by an Event Outside Our Control (see clause 14). If no one is available at your address to take delivery, where possible our couriers may leave the parcel in a safe place or with a neighbour, or they will leave a card explaining the next step in the delivery process.
7.2 Delivery is completed when we deliver the Products to the address you gave us or you (or a carrier organised by you) collect them from us, and the Products will be your responsibility from that time.
7.3 You own the Products once we have received payment in full, including all applicable delivery charges, and the Products have been delivered to you as set out in clause 7.2.
7.4 If we miss the 30‑day delivery deadline for any Products you may cancel your order straight away if any of the following apply:
(a) we have refused to deliver the Products;
(b) delivery within the delivery deadline was essential (taking into account all the relevant circumstances); or
(c) you told us before we accepted your order that delivery within the delivery deadline was essential.
7.5 If you do not wish to cancel straight away, or do not have the right to do so, you can give us a new reasonable deadline for delivery, and you can cancel your order if we do not meet the new deadline.
7.6 If you choose to cancel for late delivery under clause 7.4 or 7.5, you can do so for just some of the Products or all of them, plus any delivery charges, unless splitting them up would significantly reduce their value. If the Products have been delivered, you will have to return them to us or allow us to collect them, and we will pay the costs of this. We will only refund delivery costs if the Product being returned is faulty. After cancellation, we will refund any sums you have paid for the cancelled Products and their delivery.
7.7 For all delivery options: Each order is charged separately. If only part of your order is available, we will dispatch the items in stock and cancel any out‑of‑stock items. You will not be charged for anything we do not send.
7.8 If you are not in when we deliver, we may leave the parcel with a neighbour or in a safe place where appropriate. A signature is not always required.
7.9 We can deliver to work addresses, but these orders may take slightly longer to reach you.
7.10 Delivery options:
- Standard delivery (3–5 business days)
- Free on orders totalling £30 and over
- £3.99 for orders totalling under £30
8. Excluded Locations for Delivery
We do not deliver to addresses in:
- Northern Ireland
- Republic of Ireland
- Argyll and Bute, Orkney, Shetland Isles and Western Isles
- UK Channel Islands
- Isle of Wight
9. International Deliveries
We do not ship to any address outside of the UK.
10. Price of Products and Delivery Charges
10.1 The prices of the Products are as quoted on the Site at the time you submit your order. We take all reasonable care to ensure that prices are correct when entered into the system. However, see clause 10.5 for what happens if we discover an error in the price of Products you ordered.
10.2 Prices for our Products may change from time to time, but changes will not affect any order you have already placed.
10.3 The price of a Product includes VAT (where applicable) at the applicable current UK rate. If the rate of VAT changes between the date of your order and the date of delivery, we will adjust the VAT you pay unless you have already paid in full before the change takes effect.
10.4 The price of a Product does not include delivery charges. Delivery charges are advised during checkout before you confirm your order.
10.5 The Site contains a large number of Products and, despite our reasonable efforts, some may be incorrectly priced. If we discover an error in the price of Products you have ordered, we will contact you to inform you of this error and give you the option of continuing to purchase at the correct price or cancelling your order. We will not process your order until we have your instructions. If we cannot contact you using the contact details you provided during checkout, we will treat the order as cancelled and notify you in writing. We do not have to provide the Products to you at the incorrect (lower) price.
10.6 We do not price‑match any online competitors or retail partners.
11. How to Pay
11.1 You can pay for Products using a debit or credit card. We accept: Visa, Visa Debit, Visa Electron, Visa Purchasing, MasterCard, MasterCard Debit, Maestro, American Express, and payments via PayPal, Google Pay or Apple Pay.
11.2 Payment for the Products and all applicable delivery charges is in advance. When you order Products online and pay by card, we will not charge your card until we dispatch your order.
12. Guarantees
12.1 We warrant to the original consumer purchaser that the Product is free of defects in materials or workmanship for one (1) year from the date of purchase (sales receipt required as proof of purchase). We will replace defective parts or issue a refund for the full or partial purchase price within this period.
12.2 This warranty is valid only if the product has been assembled and maintained as per the instructions. Any modifications made to the original product or product structure may render the warranty invalid.
12.3 This warranty does not cover abuse, accident, cosmetic issues such as fading or scratches from normal wear, or any other cause not arising from defects in material and workmanship.
12.4 The warranty period is three months for day‑care or commercial purchasers.
12.5 To make a warranty claim, please contact Zapf Creation (UK) Limited using the contact details in clause 1.2. You will need your original proof of purchase and the Product code or description.
12.6 A manufacturer’s guarantee is in addition to your legal rights in relation to Products that are faulty or not as described. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office.
13. Our Liability
13.1 If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of these Terms or our negligence. Loss or damage is foreseeable if it is an obvious consequence of our breach or if it was contemplated by you and us at the time we entered into this contract.
13.2 If you use the Product for commercial or business purposes, we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
13.3 We do not in any way exclude or limit our liability for:
(a) death or personal injury caused by our negligence;
(b) fraud or fraudulent misrepresentation;
(c) any breach of the terms implied by section 12 of the Sale of Goods Act 1979 (title and quiet possession);
(d) any breach of the terms implied by sections 13 to 15 of the Sale of Goods Act 1979 (description, satisfactory quality, fitness for purpose and samples); and
(e) defective products under the Consumer Protection Act 1987.
14. Events Outside Our Control
14.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a contract that is caused by an Event Outside Our Control.
14.2 An Event Outside Our Control means any act or event beyond our reasonable control, including without limitation strikes, lock‑outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, extreme weather conditions, subsidence, epidemic or pandemic, failure of public or private telecommunications networks or the impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.
14.3 If an Event Outside Our Control takes place that affects the performance of our obligations:
(a) we will contact you as soon as reasonably possible to notify you; and
(b) our obligations will be suspended and the time for performance will be extended for the duration of the Event Outside Our Control. Where the Event affects our delivery of Products to you, we will arrange a new delivery date with you after it is over.
14.4 You may cancel a contract affected by an Event Outside Our Control which has continued for more than 30 days. To cancel, please contact us. If you cancel, you must return (at our cost) any relevant Products you have already received and we will refund the price you paid, including any delivery charges.
15. Other Important Terms
15.1 We may transfer our rights and obligations under a contract to another organisation, but this will not affect your rights or our obligations under these Terms. We will notify you in writing or by posting on the Site if this happens.
15.2 You may only transfer your rights or your obligations under these Terms to another person if we agree in writing. However, if you are a consumer and you have purchased a Product as a gift, you may transfer the benefit of any guarantee offered with the Product (see clause 12) to the recipient of the gift without needing our consent.
15.3 This contract is between you and us. No other person shall have any rights to enforce any of its terms, whether under the Contracts (Rights of Third Parties) Act 1999 or otherwise. However, if you are a consumer, the recipient of your gift of a Product will have the benefit of our warranty, if there is one, but neither we nor you will need their consent to cancel or make any changes to these Terms.
15.4 Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.
15.5 If we fail to insist that you perform any of your obligations under these Terms, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.
15.6 These Terms are governed by English law. This means a contract for the purchase of Products through our Site and any dispute or claim arising out of or in connection with it will be governed by English law. You and we both agree that the courts of England and Wales will have non‑exclusive jurisdiction. If you are a resident of Northern Ireland, you may also bring proceedings in Northern Ireland; if you are a resident of Scotland, you may also bring proceedings in Scotland.
16. Intellectual Property
16.1 The trademarks, trade names, trade dress, logos, and service marks (collectively, the “Trademarks”) displayed on the Site are the registered and/or unregistered property of Zapf Creation and/or third parties that may own the displayed Trademarks. Nothing contained on the Site or in these Terms grants you, by implication or otherwise, any licence or right to use any Trademarks displayed on the Site without the written permission of Zapf Creation or the relevant third party owner.
16.2 The text, Trademarks, logos, images, graphics, photos, video files, characters, animation, application functionality, chat transcripts, and other digital media, and their arrangement on the Site (collectively, the “Content”) are subject to patent, copyright, trademark and other intellectual property protection.
16.3 Content may not be copied for commercial use or distribution, nor may Content be modified, processed, or reposted to other websites.
17. Free Romper with a BABY born or Baby Annabell 43cm doll purchase Terms & Conditions:
Please read these rules carefully – Free Romper with a BABY born or Baby Annabell 43cm doll purchase
These terms and conditions (“Terms”) apply to this Free Romper with a BABY born or Baby Annabell 43cm doll purchase Promotion (“Promotion”). By taking part in the Promotion, you agree to be bound by these Terms. It is a condition of participation in the Promotion that all Terms are accepted as final.
This Promotion is organised by Zapf Creation (UK) Limited (“Zapf”). Our registered office is at Regent Business Park 50 Presley Way, Crownhill, Milton Keynes, Buckinghamshire, MK8 0ES. Zapf Creation (UK) Limited is registered in England and Wales under company number 03859936
You can participate in this Promotion through the website https://shop.zapfcreation.co.uk/baby-born/ (the ‘Website’). These Terms are additional to the website which continue to apply. If there is a conflict between these Terms and the website Terms and Conditions, these Terms will take priority to the extent necessary to resolve the conflict.
In the event of any dispute regarding the Terms or the conduct of this Promotion, the decision of Zapf shall be final and no correspondence or discussion shall be entered into.
This Promotion begins at 09:00 on the 8th October 2025 and ends 09:00 on the 19th December 2025, UK time (“Promotional Period”).
This Promotion is only valid in England, Scotland and Wales. Regrettably, the Promotion is not valid in N Ireland.
This Promotion cannot be used in conjunction with any other offer, promotion or voucher.
Participants in the Promotion must be at least 18 years of age (“Eligible Participants“).
Subject always to these Terms, Eligible Participants must purchase one or more eligible products during the Promotional Period will be eligible for a free Baby Annabell romper pink (706817) or Baby Annabell romper Blue (70824) (“promotional item”), subject to availability.
A full list of products included in the promotion are below.
| Product Code | Product Name | Free Gift |
| 711101 | Baby Annabell Interactive 43cm | Baby Annabell romper pink (706817) |
| 711132 | Baby Annabell Leah Interactive 43cm | Baby Annabell romper pink (706817) |
| 836392 | BABY born Emma 43cm | Baby Annabell romper pink (706817) |
| 836408 | BABY born Eva 43cm | Baby Annabell romper pink (706817) |
| 838532 | BABY born Emily Walk With Me 43cm | Baby Annabell romper pink (706817) |
| 711125 | Baby Annabell Alexander Interactive 43cm | Baby Annabell romper Blue (70824) |
| 836415 | BABY born Jonas 43cm | Baby Annabell romper Blue (70824) |
The Promotional Item is suitable only for children aged three and over.
The Promotional Item will be posted to the Eligible Participant once the order is processed.
A limit of one Promotional Item per transaction applies to this Promotion. For the avoidance of doubt, if an Eligible Participant orders more than two eligible products, only one Promotional item will be added to the basket, in a single transaction, they would not be entitled to any more than one Promotional Item.
Zapf reserves the right to change the specification of any of the Promotional Items from those advertised.
There is no cash alternative to the Promotional Item. The Promotional Item is not exchangeable for cash or (subject to Term 25) for any other Zapf product or gift.
This Promotion is open to members of the public which can include employees of Zapf members of their families and households.
Returns and exchanges
Please see our Returns Policy for more information on exchanges and returns and the exchange/returns process.
Participants’ legal rights, including all rights in respect of refunds, replacements and repairs for products which are faulty, not fit for purpose or not as described, are unaffected by these Terms.