Refunds and Returns
Understanding returns, replacements, and refunds.
Effective Date: March 2026
At The Crib, we want you to feel confident when placing an order. Each item is prepared with care, and where products are personalised or made to order, extra attention is given to each request.
Please read the policy below before placing an order.
Returns Eligibility
Returns may only be considered if an item arrives:
- damaged
- defective
- incorrect
- significantly different from what was ordered
To request a return, you must contact The Crib within 48 hours of receiving your order.
Please include:
- your order number
- a short description of the issue
- clear photographs of the item received
Personalised and Custom Items
Because personalised products are created specifically for each order, personalised or custom-made items cannot be returned or refunded unless the item arrives damaged, defective, or incorrect.
This includes customised names, wording, colours, or design requests approved by the customer.
Customers are responsible for ensuring that all submitted spelling and details are correct before confirming an order.
Non-Returnable Items
The following items are generally non-returnable:
- personalised products
- custom bulk orders
- items made specifically to customer request
- products showing signs of use or damage after delivery
Refunds
Replacements
Where appropriate, The Crib may offer a replacement instead of a refund, especially where:
- An incorrect item was sent
- An item arrived damaged
- A production issue occurred
Bulk Orders
For personalised orders of 10 items or more, refunds or replacements will be assessed depending on the nature of the issue and production stage.
Because larger orders often involve custom preparation, returns may not always be possible once production has started.
Delivery Issues
Once an order has been handed over to the courier (PUDO), delivery is managed by the courier provider.
The Crib cannot guarantee courier delivery times and is not responsible for delays caused by third-party courier services.
However, we will always try to assist where possible if a delivery issue arises.
Contact for Returns
To report an issue or request assistance, please contact: info@thecrib.co.za
Please include your order details and supporting photos where applicable.
Refunds are not provided for change-of-mind purchases.
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our values
Our Values Underpin Our Company Culture
Locally printed in SA with premium HTV.
Gender-neutral, hilarious, and perfect for tired parents who still have a sense of humour.
Quality
A commitment to providing high-quality, durable and safe clothing for babies and families.
Creativity
A commitment to creativity, offering a unique and personalized shopping experience
Inclusivity
A commitment to providing clothing that is inclusive of all babies and persons.
Fun
A commitment to fun, bringing joy to both babies and parents through our playful onesies
