Frequently Asked Questions

How soon will I receive my order?
• Our website is live, so everything listed is available to purchase & in stock. We endeavour to dispatch all orders received before 2pm that day - orders over £10 will be with you the following day, smaller orders should be received within 24/48 hours. Excludes weekends and bank holidays. If your order is for overseas the standard lead time is 3-5 days. Please see HIRES FAQs for information on dispatching hires.
* Any items ordered alongside a hire item will not be dispatched until the hire is dispatched. If you wish to have other items sooner you wil need to place two separate orders.​

Can I track my order?
• Upon placing your order you'll receive e-mail confirmation. Once your order has been dispatched you will receive a second e-mail with a tracking number (not for small orders under £10 or overseas orders).

How will I know when the courier will deliver?
• If you have selected DPD delivery, as long as you provide us with a mobile number when you place your order you'll receive a text from the courier on the day of delivery with an estimated delivery time - usually a 1 hour time slot. (This doesn't apply to small or overseas orders). Parcelforce do not offer this service. 

Can I collect my order?
• You are more than welcome to collect your order from us but please contact us first to arrange this as we do not have a showroom / shop.
*This facility is currently suspended*

Where are you based?
• We are based in Nocton, Lincolnshire.
 

HIRES FAQs

*Please note that our hires are only available for MAINLAND UK. If you live in Highlands / Islands please contact us as we may still be able to help you have your home waterbirth*


**If you can put a hire item in your basket for your dates it means it is available for hire - our website is updated regularly**

***Emails regarding your hire will come from ADMIN@THEBIRTHPARTNERSHIP.CO.UK - please check your junk folder before contacting us***


When will I receive my hire?

•  We dispatch our hires around 36 weeks. Within 1 working day of placing your order you will receive an email from our hire team with a dispatch / delivery date. If this is not convenient just let us know and we can change it for you. Please check your junk email before contacting us.
• If you are past the 36-week mark when you order we will endeavour to dispatch your pool as soon as we can. Within 1 working day of ordering you will receive an email from our hire team with a dispatch / delivery date. Please check your junk email before contacting us. We do not generally dispatch hire pools on a Friday unless you select 'Saturday delivery' option at checkout.
• Hires do not fall under the 'order before 1.30pm for next working day delivery' promise. Generally the earliest we can dispatch is the next working day. 
• We do not personally deliver our hire kits - we use couriers. We therefore cannot specify a time for delivery - just a date.
• Please ensure you check your hire kit contents within 48 hours of receipt to allow us to rectify any issues.

What is your refund policy for Hire Pools / TENS?

• Should you cancel before your hire is dispatched we will refund you in full, with no admin charges.
• We are unable to refund TENS hires once dispatched.
• If your pool is dispatched you will need to notify us and REFUSE your delivery when it arrives. When the pool is returned to us we will raise a refund minus the £25 courier charge.
• If you take delivery of your pool your hire has begun and no refunds are available.
• We of course cannot guarantee that you can use the pool - that will be up to your local trust and midwives. It is out of our hands. Please consider this when ordering. You do not need a pool to birth at home. 

• As you have purchased a service rather than a product, we are unable to offer any refund if you are unable to use your pool / TENS hire for any reason. Please consider this when ordering.  

• The hire period is for a maximum 6 weeks. We usually dispatch our hires around 36 weeks, covering the period until 42 weeks.
• However, we fully understand babies have their own timetable and if baby still hasn't arrived within a couple of days of the hire return date please just get in touch with us and we can extend the hire free of charge. 

• If you only have a TENS hire you will find a returns envelope, with a Royal Mail label to return the hire kit to us. Simply pop the TENS hire kit into the envelope and take to a Post Office. You will receive a receipt. Keep hold of this until you receive an email confirming we have received the hire kit back in the office.
• If you hired a TENS alongside a pool, please return the TENS to us in the crate with the pool.
• If you have hired a pool your crate will include a returns envelope containing a UPS label. Return Instructions can be found HERE. Please do this within 48 hours of use for hygiene reasons. 
• If you book a collection you are required to be at home ALL DAY on the requested collection date. 
• The cost of your hire includes a single collection attempt. If your collection is unsuccessful there may be a charge for any further collection attempts as we get charged for each trip. Alternatively you can take your crate to a UPS drop-off point.