Frequently Asked Questions
Everything we get asked most often, in one place — delivery, returns, sizing, how the clothes are made and how to look after them. If your question isn’t here, email customercare@thebonniemob.com and we’ll answer it.
Delivery
How much is UK delivery?
Free on orders over £50. Under £50 it’s £3.75. That’s standard delivery by Royal Mail Tracked 48, which takes 2–4 working days.
Can I get it faster?
Yes. Express delivery is £7.50 by Royal Mail Tracked 24, and arrives the next working day on orders placed before 12 noon.
When will my order be dispatched?
Once payment has cleared and the delivery address is confirmed. We’ll email you when the order comes in and again when it’s on its way, with a tracking number. We don’t dispatch at weekends or on public holidays.
Can I collect my order?
If you’re local to Brighton and Hove, yes, and we’d be pleased to see you. Choose Pickup at checkout and come to 16 Kingsthorpe Road, Hove, BN3 5HR. We’re open 9am to 5pm, Monday to Friday.
Do you deliver outside the UK?
We ship to over 200 countries. The cost is priced in your own currency and calculated at checkout, where you’ll see the exact amount, the delivery estimate and how close you are to free shipping before you pay. See the delivery page for the main markets.
Will I have to pay customs charges?
For most destinations, including all EU countries, Australia, South Korea and the UAE, duties and taxes are already included in what you pay — there’s nothing further on arrival. Everywhere else, the checkout shows any duties that apply.
Do you deliver to Ireland?
Yes, and to every EU country. Since Brexit all duties and taxes are included in the checkout price, so there’s nothing extra to pay when your parcel arrives.
My order has arrived in two parcels — why?
Some of the brands we stock ship their own products to you directly. Where that’s the case it’s stated on the product page. If your order contains both those and our own pieces, they travel separately and can arrive on different days.
My parcel hasn’t arrived.
Email customercare@thebonniemob.com with your order number and we’ll chase it. Do check with neighbours and look for a card first — most missing parcels turn up within a day or two.
Returns and refunds
How long do I have to return something?
You have 14 days from receiving your order to cancel it under your legal right to do so, and a further 14 days to send it back. On top of that we offer a 28-day window for a change of mind, which is our own policy and sits alongside your legal rights rather than replacing them.
Is UK return postage free?
On full-price items, yes. Email us with your order number and we’ll send a Royal Mail returns label. Sale and outlet items are returnable too, but the return postage is yours.
What condition does it need to be in?
For a return under our 28-day policy, unworn and unwashed with tags attached. Within the 14-day legal cancellation period you’re entitled to handle the goods as you would in a shop, to check the fit and quality.
Where do I send returns?
the bonnie mob — Returns, 1st Floor, 16 Kingsthorpe Road, Hove, East Sussex, BN3 5HR. Please don’t send anything to our registered office in Worthing — that’s our accountants and it won’t reach us. Do get a proof of postage; it’s free at any Post Office and the parcel is your responsibility until it arrives with us.
How long does a refund take?
We refund within 14 days of your return reaching us, or of the day you show us it’s been sent. Your bank usually takes a further 5–10 working days to show it.
Do I get the delivery cost back?
If you’re cancelling under your 14-day legal right, yes — we refund the standard delivery charge as well as the price. If you paid for express, we refund what standard would have cost.
Can I exchange rather than refund?
Yes, for a different size or colour, subject to stock. Email us first so we can hold it. There’s a delivery charge on the outgoing exchange and we’ll tell you what it is before you commit.
Can I return a personalised item?
Personalised pieces are embroidered for a single name, so they’re outside the cancellation right — that exception is written into the regulations for goods made to a customer’s specification. Do check the spelling before ordering. If one arrives faulty we’ll put it right, and that’s unaffected.
Something has arrived faulty.
Email us with your order number and a photograph. Within 30 days of delivery you can reject a faulty item for a full refund; after that we’ll repair or replace it. We cover the postage on faulty returns, and we don’t need the tags on.
Can I return international orders?
Yes, though we’re not able to cover return postage from outside the UK. Email us before sending anything so we can tell you what to put on the customs declaration — it saves the parcel being held or charged.
I was sent a gift and it doesn’t fit.
Email us with the order number from the gift receipt and we’ll arrange an exchange or a credit note. A refund to the card can only go back to whoever paid.
Ordering and payment
What payment methods do you take?
The ones shown at checkout — all the usual cards, PayPal, Apple Pay, Shop Pay and Google Pay — plus Klarna Pay in 3. We never see or store your card details.
How does Klarna work?
It splits your order into three payments, the first taken at checkout. Klarna handles it directly and their own terms apply. There’s more on our Klarna page.
Do your prices include VAT?
No. Tracey Samuel Design Ltd is not registered for VAT, so there’s no VAT on our prices and we’re not able to issue VAT invoices.
Can I change or cancel an order?
Email us straight away and we’ll do our best. We pack quickly, so once an order has gone out the returns process is the route.
Do you have a discount code?
Sign up to our emails and we’ll send you one, along with new arrivals and the occasional bit of news. The signup is at the bottom of any page.
Do you sell gift vouchers?
Yes. They arrive by email and can be spent on anything on the site.
Sizing and fit
How does your sizing work?
By age — 0–3 months through to 9–10 years. Children of the same age vary a great deal, so our size guide gives the height each size is cut to, and checking against height is the surer way to choose.
My child is between two sizes.
Take the larger one. Our knits are made with turn-back cuffs so sleeves can be let down as arms grow, which means a size bought with room lasts considerably longer.
Do the clothes run large or small?
True to the size guide, cut with a little room to grow. Outerwear is designed to go over other clothes, so it’s roomier still.
What size do I need for a newborn?
0–3 months for most babies. Our newborn collection is the pieces we’d choose for the first weeks.
Do you make clothes for older children?
Up to nine to ten years. The kids range covers two to nine, in the same prints and the same organic cotton as the baby sizes.
Looking after it
How should I wash bonniemob clothes?
Machine wash at 30. Knitwear goes on a wool or delicate cycle with a gentle detergent — the cashmere blends included, they’re all machine washable. Nothing here is ever washed hotter than 30.
Can I tumble dry?
We’d rather you didn’t. Heat and tumbling shrink and felt natural fibres, soften the elastic in cuffs and ribbing, and lift the surface so colour dulls. Dried flat and eased back into shape, a piece keeps its size and its colour for years — which is the whole point of buying it.
Is the cashmere really machine washable?
It is. The cashmere is blended with organic cotton, and the cotton brings the strength that makes a wool cycle at 30 perfectly safe.
How do I get the best out of the knitwear?
Wash at 30, dry flat, and let the turn-back cuffs down as your child grows. Our knits are fully fashioned, so each panel is shaped on the machine rather than cut — which is why a bonniemob cardigan holds its shape into its third baby.
Our clothes and how they’re made
Are your clothes organic?
the bonniemob knitwear and jerseywear are made from GOTS organic cotton, a standard that follows the fibre the whole way — grown without synthetic pesticides, then processed and dyed to organic standards, with social criteria for the people doing the work. Our dye houses use no AZO dyes anywhere in the range.
Where are they made?
Our knitwear is made in Hong Kong and China on Shima Seiki machines, by the same factories we’ve worked with since 2004. We visit regularly, and we expect everyone involved to be looked after — fair treatment, a living wage for a forty-hour week, and workplaces that are clean, uncrowded and safe.
What is the outerwear made from?
GRS certified recycled polyester — shell, lining and padding, not just the outer — and every piece carries its hang tag so you can see the certification for yourself. The water-repellent finish is BIONIC-FINISH® ECO, free from PFCs and fluorocarbons, formaldehyde and paraffin.
And the swimwear?
REPREVE™ fabric, spun from post-consumer plastic bottles, giving UPF 50+ protection that blocks 97.5% of UV rays. Quick drying, and comfortable enough that they’ll keep it on.
Are you a British brand?
We’re a family business in Brighton, designing here since 2005. Tracey trained in knitwear in Nottingham and Paris, and the prints are all drawn by hand in the studio.
Have you won anything?
Best Baby and Kids Clothing and Accessories Brand at the Marie Claire Sustainability Awards 2024, three Junior Design Awards and a Platinum at the Smallish Design Awards. There’s more on our press page.
Do you sell other brands?
Yes. Alongside the bonniemob we stock a small group of brands we like and use ourselves. Each product page says who made it, and the claims we make about materials are specific to each brand.
Gifts, stockists and getting in touch
Do you gift wrap?
Add a gift box with a handwritten card at checkout and your order arrives ready to give. Boxed gift sets and personalised blankets arrive in their box as standard.
What’s a good gift for a new baby?
A knitted blanket is the reliable one — no sizing to guess, used from the first day, and it’s the piece most likely to be kept. Our newborn gifts are the same pieces, boxed.
Can I have something personalised?
Our personalised blankets are embroidered with a name in green, pink, blue or red. They’re made to order and dispatched within two working days.
Will the recipient see the price?
No. Nothing in the parcel shows what you paid.
Where else can I buy the bonnie mob?
See our stockists page for shops carrying the collection.
I have a shop — can I stock you?
We’d love that. Our wholesale range is on Faire, where there’s an introductory offer for new stockists. Or email customercare@thebonniemob.com and we’ll come back to you.
How do I contact you?
Email customercare@thebonniemob.com. We answer Monday to Friday, 9am to 4pm, and we’re quick.
Press enquiries?
Email press@thebonniemob.com for press enquiries, sample requests and high-resolution images.
