Contact

How can I get in touch with Customer Support?

We are always delighted to hear from you. If you’d like to ask a question or make a comment on your shopping experience please contact us. Our friendly customer services team is based in Lithuania. The team’s hours of service are Monday to Friday from 9:00 AM to 5 PM EET (excluding holidays). We have limited support available on the weekends.

To reach our team, please visit our contact page to submit your inquiry.

When can I expect a response to my email?

Our team is working very hard but we are experiencing very rapid growth at this time. While we are expanding our resources, our aim is to respond to all inquiries within 48 hours. Please note that our response times may vary during peak periods such as after product launches or promotions.

Products

General information

Most of our products are handcrafted, and some slight differences are to be expected. We always choose high-quality materials. Slight differences in materials are normal due to natural variations, changes in dye lots, alternate fabrics, and studio editing preferences. Some of the fabrics and trims have natural variations throughout them, also accounting for some slight differences.

By purchasing you are agreeing to accept slight variation in colour, size and texture due to the handmade process.

Colours shown on our website reflect the actual colour of the product. However, due to the variety of monitor display settings, studio lighting settings and editing methods, there may be variations.

We cannot ensure that our props will fit every baby, as not every baby is the same size.

Our items are intended for use as Photography Props ONLY. Never leave any item unattended without a parent or adult nearby!

What does Pre-Order Product mean?

All Newborn Props offers the possibility to order products that are not currently available in the store – Pre-ordered Products.

When a product is on Pre-Order status, it means the item is not available for shipping yet, as it is still being produced/prepared. It may be due to the product being just announced, or it might be in the process of being restocked or it might be the product made to order only.

The estimated production timeframe of pre-order products is stated on the product page.

Note that it is a rough estimation and it is subject to change, but we do our best to have the products ready as soon as possible, even before the announced time frame.

If your order contains a pre-order item and an item that is in stock, both will not be shipped until they are both ready.

The product I want is out of stock!

We know there’s nothing worse than waiting! We recommend signing up for our email notifications for products that are out of stock. If you click the “Add to Waiting List” button underneath the product you’re interested in, we’ll let you know as soon as it’s restocked!

*Please note that these notifications may be unavailable during promotional periods. However, please check back regularly as we will be restocking on an on-going basis as normal.

I would like to get more information about your handmade vessels.

We are so blessed that you are interested in our unique creations. Please follow the link to find out more information here.

Order Inquiries

Can I cancel my order?

We kindly ask that you review your order carefully before placing it to ensure that all information and the contents of your order are correct.

If you’d like to cancel or change your order, please contact us as soon as possible via [email protected]. We’ll do everything we can to accommodate your request. But please bear in mind that our order-fulfilment and shipping systems are designed to get orders on their way quickly and efficiently, and we cannot change or cancel an order once it has entered the shipping process. You can return products after receipt in accordance with our Returns Policy or your right to cancel.

Please note: if you cancel an item that qualified you for a promotion or special deal, you may no longer receive that discount or promotion.

We extend our apologies in advance if we are unable to fulfil your request.

Can I remove products from my order?

We kindly ask that you review your order carefully before placing it to ensure that all information and the contents of your order are correct.

If you’d like to cancel or change your order, please contact us as soon as possible via [email protected]. We’ll do everything we can to accommodate your request. But please bear in mind that our order-fulfilment and shipping systems are designed to get orders on their way quickly and efficiently, and we cannot change or cancel an order once it has entered the shipping process. You can return products after receipt in accordance with our Returns Policy or your right to cancel.

Please note: if you cancel an item that qualified you for a promotion or special deal, you may no longer receive that discount or promotion.

We extend our apologies in advance if we are unable to fulfil your request.

I placed an order on your website and never received a confirmation email.

Order confirmations are sent out immediately. Our emails may be accidentally flagged by spam filters. Please check the spam folder of your email and mark us as nice instead of spam.

If you haven’t received confirmation from us, please fill out the contact page and we will be happy to assist further. If you don’t know your order number, please confirm the email address and the full name provided when placing the order so that we can look into it for you!

How can I track my order?

Once your order has been dispatched from our warehouse, we will send you an email with your online tracking information. Use this information to track your order via the link here.

I did not receive a tracking number!

We assign tracking numbers to parcels right before they are shipped. As soon as your parcel is sent out, we send you a tracking notification with your tracking number for each order along with a link so you know where you can track the order. Please check if such an email is sent into your spam folder.

There’s an item missing/damaged! My order is wrong.

Oh no! We’re so sorry about this. We do our best to make sure orders are packaged correctly but sometimes people make mistakes. Please fill our contact form with your order number, a photo of all the products received, and a photo of the packing slip with any initials marked clearly visible.

Any damaged or incorrect orders should be brought to our attention within 14 days of receipt. We may request additional photos of the damaged items so please do not throw them away until you have connected with our team or we will not be able to further assist.

My order has been shipped to the wrong address!

Unfortunately, we are unable to modify the route of a parcel once it has been shipped and we are unable to assist further if it is delivered as addressed.

My order is stuck with customs!

When travelling across borders, your order may be held up at customs. Sadly, we do not have any control over this, we are all at the mercy of your country’s customs officials. Please be aware that there is always the potential for international orders to get caught up in the system, and your package may be delayed up to 7 weeks. This is not a common occurrence, but it can happen. Once we’ve shipped your package, we cannot do anything once it is in possession of customs officials and your country’s postal service.

My order is missing/stolen!

Have you checked your tracking information? Please make sure to check your surrounding area and with your neighbours. If you’re unable to locate your parcel, please contact us so that we can start an investigation with the courier in regards to your missing parcel. Depending on the courier, investigations can take up to 90 business days to conclude.

Please note that any order reported missing or stolen must be disputed within 45 days from the shipment date. Any requests made outside of this timeframe have no guaranteed resolution.

Until a missing package has been returned to All Newborn Props or officially declared lost, we are unable to reship or refund the order.

We assess each report on a case by case basis. If the parcel is confirmed delivered with a Proof of Delivery (POD) or if a “Safe Place/Leave with Neighbour/Delivered with Consignees Authority” request is made with our courier directly, we are unable to issue a refund if these parcels are lost/stolen.

Shipping & Delivery

I have a scheduled newborn photo session and I am willing to use your gorgeous props during it!

Congratulations on the booking of your session!

We are no less excited for you to use our newborn photography props during your newborn photography session and to see the props in your beautiful images, unfortunately, we cannot guarantee a specific date of delivery on International orders due to customs. Please do not book a session counting on a specific All Newborn Props newborn photo prop to use in your session until your package has arrived. We do strive to ship all of our items in a timely manner, however, it is truly impossible to guarantee an arrival date and we like to please our customers in every way we can.

Where does All Newborn Props ship from? What shipping courier do you use?

All props are proudly made and shipped from Lithuania, European Union. Parcels are delivered via Lithuanian Post Registered mail with a tracking number.

Where does All Newborn Props ship to?

We happily ship to every country.

How much is shipping?

All Newborn Props charges flat shipping rates, as listed below.

Small packages (all items except vessels) per order.

European Union Countries €7.00
Rest of World €9.50

Large packages (vessels) per order.

European Union Countries €17.00
Rest of the World €19.50

Do you offer Express Delivery?

Express Delivery is available for an extra charge. Please contact us for detailed information.

What is the estimate for delivery?

Parcels are delivered via Lithuanian Post Registered mail with a tracking number. Delivery time to European Union countries is 3-10 business days, rest of the World – 2-4 weeks. The delivery time cannot be guaranteed, as it is only a calculated estimate.

How long does an order take to process?

We try to get to orders as quickly as we receive them and in most cases fulfil orders with ready-made items within 2-4 business days. Fulfilment times may vary during peak periods such as after/during product launches, holidays and special promotions.

All Newborn Props offers the possibility to order products that are not currently available in the store (“Pre-ordered Products”). The current production time is 2-4 weeks before shipping.

If the Customer purchases Ready-made Products and Pre-ordered Products or several Pre-ordered Products with different delivery dates in the same order, they will all be shipped together at the latest delivery date, or at All Newborn Props’ discretion, based on availability.

Please make separate orders if you need Ready-made Products delivered earlier.

* If you are shipping to a hotel, please take note of current processing times and estimates for delivery before placing your order. All Newborn Props takes no responsibility if you are not there to receive your order.

Do my billing and shipping addresses need to be the same?

Your billing address and shipping address do not need to match. However, for security reasons, billing and shipping addresses are required to be in the same country.

Are there any taxes, brokerage, or customs fees?

Our prices do not include duties, value-added taxes or miscellaneous fees. Depending on the destination country, you may need to pay overseas customs duties, foreign taxes or other fees that may be imposed. If assessed, these charges are the responsibility of the package recipient, who will be billed for them by the local Customs office. Your local Customs office should be able to provide more information on taxes, duties and customs regulations if you contact them directly.

Please note that in accordance with Lithuanian export regulations we are required to declare the exact value of all items and identify the order as dutiable “merchandise”. We are also prohibited by law from identifying an order as a “gift” for export purposes, even if a customer has placed the order with the intention of delivery to a gift recipient.

Do you ship with Signature Required?

Orders over €300 are shipped with a signature required. Some lower value parcels may also require a signature upon delivery.

Billing & Payments

What methods of payment do you currently accept?

We accept all major credit cards. When paying by credit card, your name and billing address must match the address on file with the card issuer. We also accept PayPal and credit card gift cards. Credit card gift cards can only be redeemed for orders less than the full amount available on the credit card gift card. We do not accept online payments from digital banking apps such as Revolut, Monzo, etc.

When will my payment be processed?

Your card will be charged during checkout once your order has been placed.

What currency do you charge in?

The prices on www.allnewbornprops.com can be displayed in many currencies but orders will be charged in Euros. Final pricing is determined by the current conversion rate at the time of your order and may vary slightly from the price displayed. Your credit card company or PayPal may also apply a conversion fee to your transaction.

Why 21% VAT rate is added to my order during the checkout?

All Newborn Props is B2B (business to business) therefore all prices listed on our website are excluding VAT.
According to European Union regulations, 21% VAT is added to your order at checkout if you are purchasing from a member country and do not qualify for a 0% VAT.

0% VAT tax rate is applied to customers who belong to VAT-free zone:

  1. Companies with valid European Union VAT Registration Number (BTW, TVA etc.).
    • You must provide your VAT Registration Number during the checkout process.
    • After validation, our system will automatically calculate 0% VAT at checkout (except Lithuanian customers).
    • If you do not know if your VAT number is registered in the European Union system, you can check it on the VIES website.
  2. Customers based outside of the European Union.

An official invoice is automatically emailed to you when your order is completed and shipped.

Brexit Update

Can customers expect any changes now that the UK has left the EU?

The United Kingdom has left the European Union, so the rules on taxation have changed.

Will my order now cost more?

No, All Newborn Props prices are the same for all customers worldwide.

All Newborn Props is B2B (business to business) therefore all prices listed on our website are excluding VAT.

Before Brexit, 21% VAT was added to UK residents’ orders at checkout if they did not qualify for a 0% VAT (according to European Union regulations).

0% VAT tax rate was applied to customers with valid European Union VAT Registration Number.

After Brexit, all orders from UK residents are considered as orders from outside of the European Union and qualify for a 0% VAT.

Please note: You may need to pay overseas customs duties, foreign taxes or other fees that may be imposed.

Do I need to pay duties and taxes?

Our prices do not include duties, value-added taxes or miscellaneous fees. You may need to pay overseas customs duties, foreign taxes or other fees that may be imposed. If assessed, these charges are the responsibility of the package recipient, who will be billed for them by the local Customs office. Your local Customs office should be able to provide more information on taxes, duties and customs regulations if you contact them directly.

Do I need to complete a customs declaration form?

You may be asked for supplementary information from the carrier or customs to support importation requirements and tax calculation. Your local Customs office should be able to provide more information on taxes, duties and customs regulations if you contact them directly.

Has Brexit delayed UK shipments?

Due to the Brexit, our Standard delivery method to the UK is taking 2-4 weeks. The delivery time cannot be guaranteed, as it is only a calculated estimate.

Returns

What is your return policy?

We want you to be delighted with your purchase and are sorry to hear that you are not. If you are not satisfied with your purchase made through the All Newborn Props website, we are happy to let you know that you can return any unwanted products that are unused within 14 days of receiving your parcel.

Please note that items purchased as a bundle or set must be returned in full in order to be eligible for a refund. Partial refunds will not be offered.

Shipping fees and product(s) listed as Final Sale are non-refundable.

You can view the full Return Policy and return instructions here.

Are shipping fees refundable?

At this time, all shipping fees are non-refundable. We apologize for any inconvenience this may cause.

When will I get my refund?

Please allow up to 10 business days after the parcel has been delivered for us to inspect and approve your return. Once approved the refund will be issued. Once we have issued your refund, we’ll send you an updated copy of your invoice that will show the refunded items.

Why is my refund less than the amount paid?

Refunds are issued in the same currency as the order was paid. However, please note if you say using a card with a different currency, the amount you get back reflects the exchange rate on the day we issue the refund. Exchange rates change every day so the amount you get back may differ from what was paid.

Can you refund on to another card?

Your refund will still be issued to the card used on your order so long as the account is still open. When a card is lost, stolen, or cancelled we can still refund that card. We cannot refund your order onto a different card. If we issue the refund and the payment is declined, we will then issue your refund via PayPal, but the transaction must be declined first.

Rewards Program

Where can I see my collected points?

You can check your collected points in your account section My Points.

How many euros my collected points are worth?

You can see how many points you’ve collected on your account page section My Points. There you’ll be able to see how much your points are worth.

I have written a review but points do not appear on my account.

All submitted reviews are read by our moderators and are subject to our terms. Please allow up to 7 working days to approve your review. In this regard, please write a review when your parcel has arrived and not wait until placing a new order.

Technical & Other

Do you do a discount for photographers? Do you trade items for images?

At this time we do not send out many items for trade in order to keep up with our current orders. Our client base is also mainly photographers, so we do not offer discounts in that regard. Thank you for the many requests in this though! We’re so flattered and grateful you are all here!

How can I share an image with you?

Tag @allnewbornprops on your Instagram post. We adore seeing your images, and love it when you do! We just love being tagged as well and given credit for the design, it makes our day!

My transaction was declined but my card was charged?!

If there were multiple attempts to pay for your order. You may see this as a pending charge or authorization hold on your billing statement, but as the transaction was not completed it will not be charged to your card. The bank often sets aside the funds in anticipation of a successful charge. However, as the transaction was declined no funds have been transferred to All Newborn Props.

I am tying to pay with my credit card multiple times but the transactions are declined. Why?

The most common reasons your card may be declined include not having any credit left on the card and fraud alerts on your account blocking new transactions. Sometimes a purchase you make looks like fraud, but it’s not. If that’s ever the case, you can usually clear it up with your credit card company through a text alert or a quick phone call.

Transactions are declined when 3 or more transactions with the same Credit Card Number or the same Customer Email occur within 178 minutes of each other. If you mistyped your information 2 times please wait for 178 minutes after the last attempt and try again.

How do I sign up for an account?

You can sign up for an account by visiting this link and filling out the fields. Happy Shopping!

Can I update my email address? How do I change my password?

To update your email address, first log in into your account. Once logged in you can edit your account details such as your email address, profile name, and password.

Privacy, Security & Web Info

Privacy Policy

For more information on our data practices please review our Privacy Policy.

Cookie Preferences

Cookies are little bits of computer code that collect data by tagging along with you while you browse. Most websites, including ours, wouldn’t work very well without certain cookies. They allow us to prevent crashes, display information, fix bugs and ensure the security of our site (and your account). These types of cookies are often called “strictly necessary” cookies. Because they are needed for our site to work, we don’t provide you with the ability to opt-out of these cookies. But you can remove them by using your browser settings. Keep in mind that certain features of our site may not be available to you. For more information on how to manage cookies in your browser, please visit http://www.allaboutcookies.org/manage-cookies/.

Some cookies provide important services but are not strictly necessary for our website to work. These cookies use information about your interactions with us so we can suggest items and special offers for you. If your shopping is interrupted, they remember where you left off and send you reminders that you truly deserve that new prop. These reminders might be sent to you in an email, on social media or while you’re browsing another website. We think these cookies are useful and will make it easier for you to shop with us. But you might disagree. If so, you can use the following cookie management and disposal tool from Google Analytics by downloading and installing the browser plug-in from the following link: http://tools.google.com/dlpage/gaoptout.

For more information about how we use your information read our privacy policy.

Secure Online Shopping

We are committed to providing you with a safe and secure shopping experience.

The Secure Socket Layering (SSL) technology on our secure servers encrypts your personal information, including credit or debit card number, name and address before transmitting it over the Internet. To make sure you are accessing our secure server before you submit personal financial information, look at the URL or Location line of your browser. If you have accessed a secure server, the first characters of the address in that line should change from “http” to “https”.

If for any reason you cannot access the secure server, or if you’re not quite comfortable shopping online at our website, please feel free to place your order with us by email [email protected]. Customer Services representatives will be happy to assist you.

Terms of Sale and Use

For more information on the terms on which we sell and supply any products listed on our website https://allnewbornprops.com refer to our Terms of Sale. For more information on the terms of use on which you may make use of our website.https://allnewbornprops.com refer to our Terms of Use.

 

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