Frequently Asked Questions
Changing an order
We're sorry that in most circumstances it's not possible to make changes to your order once you've placed it. Please contact us as soon as possible so we can asses the nature of the change and proceed accordingly. Where possible we will always try and do our best to satisfy your requests.
To add items to your order, please place a new order for these items.
At present we only deliver in the UK. If you are outside the UK please contact us and we will do our best to arrange for an international delivery option to suit your needs.
All Jumbo & Friends pieces are custom made to order therefore lead times vary. We generally have an up to 8 weeks delivery time for larger items (such as cots) and up to 4 weeks for smaller items (such as toys and accessories). We start the production process as soon as you place an order and will contact you to arrange delivery as soon as everything is ready.
If you have any questions please contact us.
Jumbo & Friends takes great care in making each piece. We examine all our furniture before it leaves the workshop to be sure they’re as intended before delivering to our customers. If your delivery arrives with the appearance of shipping damage or a manufacturing defect, please contact us immediately and we will do our best to resolve the issue as quickly as possible.
Once we receive your notification, we will send you a 'Damaged/Faulty Item Return Form' for you to fill out. Digital photographs will be required for us to be able to assess nature of the claim. Without these items, no item or part will be replaced.
Please be sure to:
- Retain all packaging. Claims will not be processed without packaging.
- Retain all shipping receipts.
- Claims must be filed in full within 7 days of delivery. Failure to do so will constitute full and unconditional acceptance of the items.
- Please inspect the damaged/defective item carefully to be sure that all damage/defect is noted. (For example: the box is crushed on the top corner, punctured, or wet.) If possible please take pictures of such details to include them in your claim.
- In the event of shipping damage, you are required to comply with the claims policy requirements of the shipping company used to deliver the item. Should the shipping company require it, the damaged item must be available for inspection.
- Any determination of defects in Jumbo & Friends pieces is at Jumbo & Friends’ sole discretion.
Once the claim has been accepted, We will either make a reimbursement (no later than 14 days after the day we receive the items back from you) or we will send the required new parts to replace the damaged items. In the case of reimbursement, we'll refund the credit or debit card of the person who originally placed and paid for the order.
Assembling your furniture
All our furniture has been carefully designed to make the assembly process easy. To ensure the safety of your child and correct configuration of the furniture, please follow our comprehensive assembly manuals. If you've misplaced your assembly manual please contact us and we'll be happy to provide you with a new copy.
Cleaning and maintenance of your furniture
To keep your furniture looking as good as new please use a soft damp cloth with no detergent agents or abrasive elements as this may scratch or damage your furniture. In the case of our cots, it is recommended that you use teething rails to protect the finish of the furniture.
Over time certain parts might require a new coat of oil to keep them looking fresh and protected. We use and recommend Osmo Raw finishing oils as they are made of natural oils and waxes, which provide the most hardwearing and durable protection for wood whilst still being safe to use on children’s toys. Please follow the manufacturers instructions for correct appliance. We cannot be held responsible for any damage caused by work you may carry out yourself. If in doubt, please contact us and we will be happy to advice you appropriately.
Placing your cot in the room
All our pieces are made of wood and are therefore naturally prone to expansion and contraction movements. This may cause the furniture to be harder to dismantle when expansion has occurred or have slight movements when contraction has occurred. This is not indicative of a defect but a natural response of the wood to its environment. In the case of our cots, it is recommended placing them away from radiators or heat sources or any extreme conditions.
Wear and tear
As with any other piece of wooden furniture, the materials used are reasonably sturdy and resistant to bumps and knocks when used under normal circumstances. Some parts of our furniture are constructed of white melamine faced plywood which can chip when hit against hard sharp objects. This won’t weaken your furniture at all but if you are at all worried, please contact us. We will help assess the part and advise accordingly. We cannot be held responsible for this type of normal wear and tear.
Quality and finishes
Some aspects of our furniture such as hue and the particular look of the wood’s grain vary naturally and is not indicative of a defect. We believe this is part of the magic of wooden furniture and what makes each piece unique and special.
We reserve the right to alter minor details in our pieces from those depicted in our marketing materials (both online and offline). Occasionally changes are made in order to ensure the quality, integrity and security of our pieces are of the highest standards. Accordingly, pieces shipped may differ slightly from those depicted on our website or in information materials.
Limited Manufacturer Warranty
Jumbo & Friends offers a guarantee to the Purchaser (“Purchaser”) only that the Jumbo & Friends product lines it manufactures (”Product”) are free of defects in workmanship and materials.
Should any failure to conform with this limited warranty appear to a Jumbo & Friends Product during the specified warranty period from the date of delivery, Jumbo & Friends shall, upon prompt notice, repair or replace, at its option and costs, the affected part of parts.
Product and Period of Warranty:
5 Years: Jumbo & Friends cots, beds
1 Year: Jumbo & Friends toys, storage and accessories.
This warranty does not apply to:
- Failure to follow product care instructions as supplied by Jumbo & Friends
- Damage caused by a carrier other than Jumbo & Friends.
- Normal wear and tear or acts or omissions of parties other than Jumbo & Friends (including user modification).
- Customers own material or other third party materials applied to Products.
- Products not installed following instructions or damaged by careless removal of packaging.
- Dramatic temperature variations or exposure to unusual conditions.
- Any normal cracking or wear on finish due to use and aging.
All our pieces meet their relevant European safety standards. They have gone through thorough testing by professional UKAS accredited laboratories to make sure the safety standards are met. Please check each piece's individual page to details on specific standards. Our Safety page gives your a bit more of an insight into why safety is so important for us.
Our pieces are made of natural birch and white melamine faced birch plywood and not a lot more. Our wood supplier has a comprehensive Chain of Custody system in place to ensure transparency in sourcing its timber products. Their birch plywood is FSC certified and is also purchased in line with the requirements of the European Union Timber Regulation (EUTR).
We use oils to seal the wood edges and bare faces so they'll last without being soiled but still keep that natural wood feel we all know and love. This finishing oil is made of natural oils and waxes which provide the most hardwearing and durable protection for wood.
Other than wood and oils we use some metal elements and fittings for the reinforcement and fixing of specific parts, but we've worked extra hard to keep those out of sight so you'll barely notice them when the pieces are assembled, if at all!