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Customer FAQs

Popular Questions

Where's my order? 

You can find your order by logging in and going to 'Your Account' at the top of the page. Within here, you can visit 'My Orders' and then select the appropriate order from the list by clicking its invoice number. The details for the respective order will then be shown.


How do I amend my order?

To change details of your order, such as delivery address, please contact the seller through the 'Send message to seller' button at the top of the 'View Order' page. Please reference your order number in the subject of that message. 


How do I contact the seller? What if they don't reply?

About an Item: If you have a question about any of the items on tigerparrot, you can contact the seller in question on the item page by clicking 'Ask a Question' above the item's title.

Speak to a Shop: If you want to send a query to a particular shop you can do so by clicking on the seller name which will take you to the seller's shop. From here you can click 'Send Message'. 

About an Order: If you have a question about an order already made, you can visit 'Your Account' and then 'My Orders'. From here you can choose the order in question and you'll arrive on the 'View Order' page. In here you can 'Send Message to Seller'. Please reference your invoice number within the subject title. 

If they don't reply: Our sellers can get very busy, especially during the Christmas season. Though they will try to reply within 48 hours, please allow up to three working days for a response. If you still haven't heard from them after this time, please contact tigerparrot and we will see what's keeping them. 

 

Why might my purchases be sent in several deliveries?

Because Tigerparrot is a marketplace all items for sale are sold by many different sellers. Tigerparrot after all is a collection of great kid’s stores on one website!
When you order more than one product from Tigerparrot, you may be buying from more than one seller, all of whom will be totally unrelated. This means the different sellers will have their own delivery policies and will be sending only the item you ordered from them to you. On the item page you can check who the seller is in the box, 'Sold By' beneath the specifications. It is also stated at the top of the 'Deliveries & Policies' on the item page too. Please see each seller's own policy for delivery and returns to avoid confusion before purchasing from them. Even if all your products are in the same basket, and will all be paid for together, you may still receive your order from several sellers.  

 

Contact

How can I contact Tigerparrot?

Since we are a marketplace, for most issues we urge our customers to first of all contact the seller in question, whether it is an item query, a shop policy query or an order issue. However, if you need to reach us for whatever reason, please use our contact form at the bottom of the website, or email as at [email protected]

 

How do I contact the seller? 

If you have a question about any item on the website, or a shop's policies or any order issues, please reach out to the seller in question. You can send the seller a message on the item page, the seller's shop page and on the 'View Orders' page of 'Your Account'.  

 

General Enquiries 

How does Tigerparrot work?

Tigerparrot is an online marketplace dedicated exclusively to selling maternity, baby and children’s products. Absolutely anything that can be purchased for children is allowed to be sold on tigerparrot.com. Tigerparrot is a collection of all the best kid’s stores brought together onto one website. Our sellers vary from professional crafts people making fantastic unique items and high street boutiques to larger retailers as well. Soon, parents will be able to sell their unneeded baby and children’s items too! Tigerparrot itself does not own, store, fulfil or deliver any of the items for sale on the website. All of this is carried out by our sellers. When our sellers sign up they are given a shop of their own, which they operate within the website. Essentially tigerparrot is a shopping mall and our sellers are the many shops within it. Our major difference to other marketplaces is that we focus only on baby and children's products making for a unique shopping experience as we attract specialist sellers not found on the other all-encompassing marketplaces making them and their wonderful products more accessible and visible to our busy parents who haven't the time to search through the Internet to find them. 

 

How do I browse for items on the site?

With access to the search bar and the drop downs, it is very easy to find exactly what you are looking as soon as you arrive. If you fancy a browse, our drop downs are detailed enough to display our vast selection.

Additionally, a unique feature we possess is our age filter beside the search bar. Here, you can tailor your search to find items only suitable for the specific age of the baby or child you are buying for saving time having to sift through the items to see their appropriate age, or if the clothing has the correct size. 

 

Why is it a good idea to create an account on Tigerparrot?

By spending the few seconds it takes to register, our account holders can then store addresses saving time at the checkout, track their order, view their order history and create their own wish, birthday and christmas list for the ones they are buying for.

 

Why do you need my email address to process my order? And what is it used for?

If you make an order on tigerparrot.com, we are required by legislation to ensure our customers are kept informed on the order process and any other transactions/orders you make. Consequently, an email address is required to accomplish this. We never pass on your email address to any third party so your security is assured.

 

Is your site secure?

At tigerparrot the priority at all times is our buyer's and seller's security. We have gone to great lengths to ensure this is so. Payments are processed by Stripe, an industry leading payment provider that guarantees 24 hour monitoring and advanced encryption methods when dealing with customer's sensitive data and communications. Their fraud detection and prevention techniques are of the highest standard and they can be contacted any time for any related issue with an order. Tigerparrot does not store your card details since Stripe handle these and at no times do we share your email with any interested third party. Moreover, we are SSL certified, seen by the HTTPS green banner shown in the URL bar of tigerparrot.com. This means tigerparrot.com is a legitimate, and safe company and your sensitive data is secure.

 

My Orders

Where can I find my orders?

To find a current or past order, please login and visit ‘My Account' at the top of the page. Then, on the left hand side please click, 'My Orders'. A list will appear of your order history. Select the applicable order by clicking its invoice number. This will then display the specific details of that order.

 

How do I know if my order has been successful?

When a seller accepts your order you will receive an email notification of this. Sellers have 48 hours to accept your order. If you have any doubts about whether an order has been successful, you can check by logging in and going to 'Your Account' at the top of the page. On the left hand side you can click, 'My Orders' and the order and its date will be shown in here. If you are still uncertain, please don't hesitate to contact tigerparrot at [email protected]

 

When will my order be dispatched? 

Because we are a marketplace, tigerparrot itself does not store, fulfil or deliver any of your orders. Our sellers are responsible for listing, storing, fulfilling and delivering their own items to our customers. The estimated delivery date for each product is shown on the product's page. Order processing times, delivery methods and delivery dates are decided and carried out entirely by the seller listing the item. If you have any questions, please contact the seller in question. If you have a question and the order has already been made, you can contact the seller by logging in and then visiting 'Your Account' at the top of the screen. When inside, on the left please click, 'My Orders'. Select the appropriate order by clicking its invoice number. The details of that order will then be shown. Please message the seller by choosing, 'Send message to seller'. In here please reference the order number in the subject line and you can communicate directly with the seller about their dispatchment and delivery policies. Furthermore, if an order hasn't been made, you can visit the seller's shop page and in here click 'Policies'. Here they will describe their delivery policy. 

 

How can I track my order?

Once an order has been made, the seller in question will update you via email when they have dispatched your item and the intended delivery date you should expect to receive your item(s). To check on any updates, please login to 'Your Account' and visit 'My Orders'. Each order's status will be shown here.

 

How do I amend my order?

To change details of your order, such as delivery address, please contact the seller through the 'Send message to seller' button at the top of the 'View Order' page. Please reference your order number in the subject of that message. 

 

Delivery

How long will my order take?

Because we are a marketplace, tigerparrot itself does not store, fulfil or deliver any of the orders you may make. Our sellers are responsible for listing, storing, fulfilling and delivering their own items to our customers. The estimated delivery date for each product is stored on the product's page. Order processing times, delivery methods and delivery dates are decided and carried out entirely by the seller listing the item. If you have any questions, please contact the seller in question. If you have a question and the order has already been made, you can contact the seller by logging in and then visiting 'Your Account' at the top of the screen. When inside, on the left please click, 'My Orders'. Select the appropriate order by clicking its invoice number. The details of that order will then be shown. Please message the seller by choosing, 'Send message to seller'. In here please reference the order number in the subject line and you can communicate directly with the seller about their dispatchment and delivery policies.

 

Can I get next day delivery?

Next day delivery is dependant upon whether the seller in question offers it. If they do, this will be stated on the product page under 'Delivery & Policies'. 

 

How much do you charge for delivery?

Because we are a marketplace, tigerparrot itself does not store, fulfil or deliver any of the orders you may make. Our sellers are responsible for listing, storing, fulfilling and delivering their own items to our customers. The delivery costs are decided by each of our sellers so for different items delivery costs may vary. You can see the delivery details for each item on the item page under 'Delivery & Policies'. 

 

Payment Processing

What payment methods do you accept?

Tigerparrot accepts all regular debit and credit cards such as visa and mastercard. Unfortunately, at this stage we do not accept PayPal. 

 

I have made a purchase on tigerparrot.com from a non-UK bank account. Why is there an additional charge on my statement?

This may be because your bank charges an international transaction fee. This is not a charge imposed by us and therefore, regrettably is out of our control. 

 

Refunds & Returns 

What is your refund/return policy?

If you wish to discuss or organise a return, refund or replacement of any non-cancellable item purchased through tigerparrot.com (see below for a description of non-cancellable items), please log into your account, and send a refund & return request to the seller.
For all items you have 14 days to request a refund, return or replacement from the seller of your purchased item from the date you received your item. The cancellation period will expire 14 days from the day on which you receive the goods you have ordered.
No seller can offer a refund past 14 days of you receiving your item. However, sellers may have their own return policy, which you can view on their shop page, or on the product page itself. For example, some sellers may offer returns whilst others do not.

How do I cancel my order?

You can only request to cancel your order prior to receiving email notification that your item has not been dispatched. If your item has been dispatched or has been delivered, you can request a refund instead.

To cancel an order please log in to your account and visit ‘My Orders’. On the appropriate order please click ‘cancel’. Please then fill in the appropriate details.

The seller can then either ‘approve’ or ‘decline’ your cancellation request. You will receive email notification of their response.
If they ‘approve’ your cancellation request, then nothing else is needed to be done; you will receive a refund for the full amount automatically.
If they ‘decline’ your cancellation request this may be for a number of reasons:

- The item was made uniquely for you and has already been made by the seller at a cost to them.

- The seller has dispatched the item already but has not updated the order status to inform you of this (if this is the case, once the seller updates their order status to 'item dispatched', you can request a refund instead).

If you wish to query this with the seller, please sign in to your account and visit your 'Orders' page. Choose the order in question and at the top of the page you can send the seller a message.

 

How do I request a refund/return?

You can only request a refund/return once you have received email notification that your order has been dispatched or that your order has been delivered.

To request a refund/return please login to your account and visit ‘My orders’. On the appropriate order, please click ‘refund’. Please fill in the details and leave a comment for the seller to read. If you would like to, a file can be uploaded and sent to the seller as well, such as a photo of the item broken, or missing parts etc.

The seller has 48 hours to respond to this request. Please use the messaging facility within your refund & return page to discuss the refund with the seller. Once you come to an agreement on the outcome of the request, the seller will confirm this via email. There are 6 results of a refund/return request that can be reached:

1. Refund Only

This is when buyer and seller agree to just a refund only. The seller will automatically refund the buyer. No return/replacement is necessary. Only a refund will be initiated.
Note: the buyer has 16 days to request a refund from the date the item was delivered. When this time has lapsed, refunds and returns are then not possible.

2. Refund & Return (1)

With this option the buyer will pay the return postage costs without the seller having to reimburse them. For example, this may be due to buyer’s remorse, i.e. there is nothing wrong with the item but the buyer no longer wants it.
From the moment the seller confirms this, an email will be sent to the buyer notifying them that they have 14 days to return the item back to the seller. On the 15
th day, tigerparrot will email the seller to confirm that they received the item fine. On the 16th day, if all is well, we will refund the buyer.
Note: seller’s set their own return policies. However, it is law that seller’s allow returns on items that were:

- Not delivered

- Not delivered on time so item is now useless

- Not arrived as described

All buyers have 16 days to request a refund and return from the point the item was delivered. Buyers have 14 days to return the item back to the seller once a return is agreed.

3. Refund & Return (2)

With this option the buyer will pay return postage costs but the seller will reimburse the buyer of these postage costs when they receive the returned item. Note: it is law for the seller to pay the buyer’s returned postage costs if the seller and the buyer agreed that the item was:

· Not delivered

· Not delivered on time so item is now useless

· Not arrived as described

From the moment this is confirmed, an email will be sent to the buyer notifying them that they have 14 days to return the item back to the seller. On the 15th day, tigerparrot will email the seller to confirm that they received the item fine. On the 16th day, if all is well, we will refund the buyer. The seller will reimburse the buyer of their postage costs via bank transfer no later than 16 days from the date the buyer receives the confirmation email of option refund & return (2).

4. Replace Item

With this option the buyer and seller will agree that a refund & return is not required. Instead, the item can be replaced with another one. Please use the messaging facility within the refund page to discuss and agree this.
With this option, no refund will be initiated. Seller will send the replacement item to the buyer based on the delivery schedule you both agreed via the messaging facility.

5. Withdraw Refund Request

This is an option only the buyer can initiate. This may occur because the buyer and seller have had a discussion via the refund messaging system and the buyer chooses they no longer want a refund. This will cancel the refund request.

6. Escalate to Tigerparrot

Both buyer and seller have this as an option. We encourage buyers and sellers to communicate through the messaging system in order to come to an amicable and reasonable resolution. However, if a refund/return request cannot be resolved, then you can escalate to tigerparrot.

 

Escalating to Tigerparrot

Tigerparrot will only look at an issue if it concerns the following:

· Product not delivered

· Product not delivered on time so item is rendered useless

· Product arrived not as described

 

Product Not Delivered:

This occurs when a buyer places an order and submits payment, but does not receive the item. Examples of non-delivery cases include:

· An item was never sent.

· An item was sent to an address that is not on the receipt.

· There is no proof that the item was delivered to the town/county & postcode.

 

Product Not Delivered On Time So item Is Rendered Useless

The following details must have occurred for tigerparrot to become involved:

· The item(s) were ordered for a specific date or event.

· A deadline was agreed upon by the buyer and seller.

· The item(s) are rendered useless after that date.

 

Product Arrived Not As Described:

The product is materially different from the seller’s listing description and photos. Some examples include:

· The item received is a different colour, model, version, or size.

· The item has a different design or material.

· The item was advertised as authentic but is not authentic.

· The seller failed to disclose the fact that an item is damaged or is missing parts.

· A buyer purchased three items but only received two.

· The condition of the item is misrepresented. For example, the description at the time of purchase said the item was "new,” and the item is "used”.

 

If an item is materially similar to the seller’s listing description and photos, it would not be eligible for a ‘Product Arrived Not As Described’. Here are a few examples of what would not qualify:

• The defect in the item was correctly described by the seller.

• The item was properly described but the buyer simply did not want it after they received it.

• The item was properly described but did not meet the buyer’s expectations.

• The item has signs of wear and was correctly described as "used” in condition.

• The item was damaged during shipment.

 

Ineligible Transactions

Some transactions on tigerparrot will not qualify to be escalated. Some may violate tigerparrot’s terms and conditions. Some examples include:

• Items that are purchased in person

• Intangible items, including services

• Prohibited items on Tigerparrot (see terms and conditions)

• Transactions where payment is not made via tigerparrot’s checkout system

• Items that are returned without a return agreement

• Items that have been used, worn or washed after receiving

• Physical or tangible items that are not available for return

• Items that are received after the agreed-upon delivery date due to shipping delays

• Cost of delivery disputes

 

Termination date to Escalate to Tigerparrot

Once eligible, buyers and sellers have 30 days to Escalate to Tigerparrot from the point the item was delivered.

 

How do I know a seller will deliver my order? What protection do I have?

Tigerparrot holds your money until 16 days after your item was delivered to ensure you are 100% happy with your order. Once you are happy the seller is paid. Furthermore, tigerparrot is an, ‘invitation-only’ marketplace, which means we check our sellers before allowing them to sell on tigerparrot. This ensures our sellers are real, legitimate and trustworthy. 

 

What action should I take if I suspect fraud has occurred on my card?

Contact the bank your card has come from immediately and explain the situation.

 

Wish Lists 

How do I create a wish list?

The first thing to do is register for an account on tigerparrot. If you have already done this, please log in. On the item page, you can click 'Add to List'. From here you can either create a new list or add the item to an existing one. To find your list in its entirety, please visit 'Your Account'. From here click 'Favourite Items' or 'Favourites'. Your lists will be shown here. 

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