What is the best way to reach customer service?
The best way to reach us is to give us a ring at 718.801.8361 or email us at customerservice@adenandanais.com. We are here Monday through Friday from 9am EST to 5pm EST to answer any and all questions or simply just to chat.
Is your website secure?
Yes, the aden + anais website is a secure shopping environment where information is safeguarded if you are a registered user. For non-registered users, your information is not held beyond the shipping of the order. View our privacy policy for more information.
What payment methods do you accept?
We accept Paypal, Visa, Mastercard, American Express and Discover payments.
Does aden + anais charge sales tax?
We charge sales tax in the following states: New York, California, Nevada, Colorado, Illinois, Pennsylvania, Florida and Texas.
When will my credit card be charged?
Your credit card will not be charged until your order is processed.
How long will it take for my package to arrive?
Packages shipped via standard delivery should arrive within 2-5 working days, depending on your destination.
How can I track my order once it has shipped?
As soon as we ship your order, we send you an email with all of your tracking information. You can also contact our customer service team at customerservice@adenandanais.com or call 718.801.8361 for further information.
What is your return policy?
We hope you love everything you order, but in case you don’t, not to worry. We will happily accept returns for unused merchandise in its original condition at time of purchase.
To make a return, simply contact our customer service team at customerservice@adenandanais.com or call 718.801.8361, and provide your name, order number and the item(s) you’d like to return. We will then assist you in completing the process.
Your items must be returned 30 days after purchase to received a full refund. Once we receive the returned item, we will issue a refund to the original purchase payment method within 10 business days.
To make a return, simply contact our customer service team at customerservice@adenandanais.com or call 718.801.8361, and provide your name, order number and the item(s) you’d like to return. We will then assist you in completing the process.
Your items must be returned 30 days after purchase to received a full refund. Once we receive the returned item, we will issue a refund to the original purchase payment method within 10 business days.
Can I cancel or change an order?
Once an order is placed it cannot be cancelled or changed. For any questions you can contact us at customerservice@adenandanais.com.
What is the advantage of creating an account when checking out?
When you create an account, your information is kept securely on file, speeding up the checkout process for future orders.
The item I want is sold out. How will I know when it is back in stock?
Sign up for our newsletter to be among the first to know when out-of-stock items are available again on adenanadanais.com. Simply click “subscribe” at the bottom of the page and enter your email address.
What’s the best way to care for my aden + anais muslin?
Cotton muslin is a soft, breathable fabric that's ideal for your baby's delicate skin. It’s also incredibly easy to care for and gets even softer with each wash—two qualities every parent loves in a fabric. Click here for tips on how to keep your aden + anais muslin items looking fresh and new.
Does aden + anais offer a gift wrap service?
An aden + anais gift comforts and delights little ones while making mom and dad’s lives easier. We hand-wrap the precious present in our signature tissue paper and gift box complete with your heartfelt message for an additional $4.95. Simply select “add gift wrap” during checkout.
Can i change my mind after submitting an order with gift wrap?
No, it is not possible to make changes to gift wrap once order has been submitted and finalised on the website.
What if I have a question or concern about my order from amazon or another store?
We do not accept returns for items not purchased on adenandanais.com. If you purchased an aden + anais product from anywhere other than adenandanais.com, please reference the return policy of the company you purchased it from.
Does aden + anais clothing tend to run large or small?
Our aden + anais clothing line tends to run a bit large. Click here to see our clothing size chart.
Which size sleeping bag is right for my child?
Click here to see our sleeping bag size chart.
Does aden + anais offer personalization?
We’ve partnered with make-a-boo, a premiere online destination for personalized children’s gifts, to bring artful monogramming to your favorite aden + anais items. Shop here.
Who do I contact if I have a question about my monogram order?
If you have questions about your monogram order, please contact mak-a-boo. They can be reached via email (megan@makaboo.com) or via phone (866-746-1596) on Monday through Friday from 8:00 am to 5:00 pm CST. If for any reason, you have trouble contacting mak-a-boo, please reach out to our customer service team at customerservice@adenandanais.com.
FAQs
What is your size chart for sleeping bags?
 |
|
 |
Is your website secure?
Yes, the aden + anais website is a secure shopping environment where information is safeguarded if you are a registered user. For non-registered users, your information is not held beyond the shipping of the order. View our privacy policy for more information.
What payment methods do you accept?
We accept Visa and Mastercard.
When will my credit card be charged?
Your credit card will be charged as soon as your order is processed.
How can I track my order once it has shipped?
As soon as we ship your order, you will receive an automated email from aden +anais with the tracking details. You can also contact our customer service team at europehelp@adenandanais.com or call +44 (0) 203 735 7569 for further information.
What is the advantage of creating an account when checking out?
When you create an account, your information is kept securely on file, speeding up the checkout process for future orders.
The item I want is sold out. How will I know when it is back in stock?
Simply contact our customer service, and we’ll be happy to take down your information so we can be in touch when the item is back in stock. You can reach us Monday through Friday 9:30 am -5:00 UK time at + 44 (0) 203 735 7569 or email us at europehelp@adenandanais.com.
How long will it take for my package to arrive?
Packages shipped via standard delivery should arrive within 2-5 working days, depending on your destination.
What is your return policy?
We hope you love everything you order, but in case you don’t, not to worry. We will happily accept returns for unused merchandise in its original condition at time of purchase.
To make a return, simply contact our customer service team at europehelp@adenandanais.com or +44 (0) 203 735 7569, and provide your name, order number and the item(s) you’d like to return. We will then assist you in completing the process.
The undesired item(s) must be sent back to us within 45 days of the return authorisation date for a full refund. If the item(s) arrives damaged or not in sellable condition, we will refund you the amount less £2.42 per said item.
Once we receive the returned item, we will issue a refund to the original purchase payment method within 10-14 working days.
To make a return, simply contact our customer service team at europehelp@adenandanais.com or +44 (0) 203 735 7569, and provide your name, order number and the item(s) you’d like to return. We will then assist you in completing the process.
The undesired item(s) must be sent back to us within 45 days of the return authorisation date for a full refund. If the item(s) arrives damaged or not in sellable condition, we will refund you the amount less £2.42 per said item.
Once we receive the returned item, we will issue a refund to the original purchase payment method within 10-14 working days.
Does aden + anais offer a gift wrap service?
An aden + anais gift comforts and delights little ones while making mum and dad’s lives easier. we hand-wrap the precious present in our signature tissue paper and gift box complete with your heartfelt message for an additional €/£4.95. simply select “add gift wrap” during checkout.
How can you add gift message?
Gift message can be typed up on the website at a time of placing an order. the character limit is 265. aden + anais does not do grammar or spell check on the text used for gift message. customers must check their messages before submitting orders.
Does gift message cost extra?
Gift message is included in the price of gift wrap.
Can i change my mind after submitting an order with gift wrap?
No, it is not possible to make changes to gift wrap once order has been submitted and finalised on the website.
How many gift box sizes does aden + anais offer?
We currently are offering one size of gift box: 30 x 30 x 20 cm
Is gift wrap available for all?
Yes, gift wrap is available for all european customers shopping on our european websites.
If a customer decided to return the items which were gift wrapped, will they receive a full refund?
Customer will be refunded for the items but not for the gift wrap. gift wrap service is non-refundable.
What happens if gift box arrives damaged?
Customers can contact aden + anais customer services team at europehelp@adenandanais.com. customer service team can either refund customer for the damaged gift wrap or arrange for new gift wrap (without the items) to be send out directly to the customer from the office (we have spare gift wrap components at the office). if the full order is damaged, please replace the whole order with the new gift wrap for the customer. this is a no quibble refund policy.
What age is the playmat suitable for?
The playmat is suitable from 0+ months.
What is the size of the playmat?
The playmat measures 114 cm x 114 cm.
How many muslin layers has the playmat?
The front of the playmat contains one layer of 100% cotton muslin. The back of the playmat is made from 100% cotton canvas.
What type of filling has the playmat?
The playmat has a 350g polyester fiber filling. The playmat has two quilting lines in the middle to keep the filling in place. The bindings around the edges prevent developing lumps after washing.
What are the washing instructions?
Remove the removable sun and bird toys before washing. The playmat is suitable for cold machine wash, gentle cycle. No bleach. Hang dry.
How will the playmat be packaged?
The playmat will be shipped in a PVC-free bag, measuring 43cm height x 51cm width x 10cm depth.
Can the playmat be gift wrapped?
At present we do not offer a gift wrap service for the playmat however we are looking into offering this service in the near future.
baby bouncer + rocker + seat
What are
the dimensions (H/W/L) of the 3-in-1
transition seat in each modus?
- Seat Mode: 44 cm width x 43 cm length x 69 cm height
- Rocker Mode: 44 cm width x 63 cm x 54 cm height
- Bouncer Mode:44 cm width x 61 cm length x 67 cm height
- Flat Mode: 44 cm width x 78 cm length x 14 cm height
What is
the weight of the 3-in-1 transition seat?
~9.8 lbs./4.45 kg
What age
is the seat suitable for? When does the baby have to stop using the 3-in-1
transition seat?
Recommended for newborns up to the age of 2 (maximum weight 29 lbs./ 13.2 kg).
Which
of the 3 modus (bouncer / rocker / seat) is suitable for which
age/weight/developmental stage?
- Bouncer mode: stop using when baby has reached 20 lbs./ 9 kg.
- Rocker mode: stop using in the rocker mode once your child can sit unaided or has reached 29 lbs./13.2 kg, whichever comes first.
- Seat mode: can be used up to 29 lbs. 13.2 kg Infant insert provides extra support for baby's head and is suitable for use with newborns until they can hold their head up, around 4-6 months.
What are
the washing instructions for the 3-in-1 transition seat components? Which
parts can be cleaned and how do I clean them?
Machine wash seat cover and infant insert in cold water, gentle cycle. Infant insert padding and harness should be removed before washing. Hang dry.
Do not wash toys. Spot clean only. Air dry. Toys are not for crib or play pen use.
Do not wash toys. Spot clean only. Air dry. Toys are not for crib or play pen use.
Is it
difficult to assemble the 3-in-1 transition seat? Is it pre-assembled? It is
a one person's job? How long does it take?
The aden + anais™ 3-in-1 transition seat comes almost ready to use!
- Remove the 3-in-1 transition seat from the box.
- Switch from flat mode to bouncer mode by lifting the seat frame until it clips into place. Then pull the kickstand out to secure the bouncer in place.
- Install the toy bar by snapping it onto the sides of the frame.
Where
can I find the Manual for the 3-in-1 transition seat?
A copy of the Manual for the 3-in-1 transition seat can be found here.
Where
do I find the warranty form for the 3-in-1 transition seat?
I need
spare parts for my 3-in-1 transition seat.
Please contact our Customer Service team at europehelp@adenandanais.com or call +44 (0) 203 735 7569, Monday to Friday 9:30 am - 5:00 UK time. We will be happy to discuss the required spare part for your 3-in-1 transition seat.
Can the
3-in-1 transition seat be gift wrapped?
At present we do not offer a gift wrap service for the 3-in-1 transition seat however we are looking into offering this service in the near future.