Terms of sale

This shop is operated by Pili Ecom Limited, trading as Pilibaby, registered at Flat 2304, 23/F, Ho King Commercial Centre, 2-16 Fa Yuen Street, Mong Kok, Hong Kong with the Hong Kong Companies Registry under company number 81135836.

Any question about these terms can go to [email protected] and a person will answer it.

Adding something to your basket is not an order. Your order exists once you complete checkout, and we accept it when we send you a confirmation email. Until that email arrives, no contract exists between us.

We may decline an order if the item turns out to be unavailable, if we spot a pricing error, or if we cannot deliver to your address. If we decline after taking payment, we refund in full.

Prices are shown in euros. We charge no tax at checkout: we are established in Hong Kong, which levies none. Orders delivered into the European Union are imports, so the carrier collects import VAT and any duty on arrival. That is not a charge we make or receive.

Delivery is added at checkout and shown in full before you pay, so the amount we charge is the amount you confirm.

Payment is taken at the moment you place the order. Card details are handled entirely by our payment provider and never reach our servers.

If a price is obviously wrong, we will contact you before dispatching rather than either cancelling silently or charging you the wrong amount.

We aim to dispatch from Hong Kong within one working day. Personalised pieces add roughly three working days before dispatch.

Transit time depends on the service chosen at checkout and on customs clearance in your country. The estimate shown at checkout is the one that applies to your order.

Delivery estimates are estimates, and customs clearance is outside our control. Risk passes to you when the parcel is delivered to the address you gave us.

You may cancel within fourteen days of receiving your order, for any reason, under consumer distance-selling rules. Separately, we offer a ninety-night trial, which is more generous than the law requires and which you can use instead.

Personalised items, and anything sealed for hygiene reasons and unsealed after delivery, are excluded from the statutory right to cancel.

If something arrives faulty or not as described, your legal rights are unaffected by anything written here. Tell us and we will repair, replace or refund.

Write to [email protected] first. We answer every complaint within five working days, and most within one.

If we cannot resolve it between us and you live in the European Union, your national European Consumer Centre handles cross-border complaints against traders outside the EU, free of charge. The list is at https://european-consumer-centres.ec.europa.eu.

The European Commission online dispute resolution platform closed on 20 July 2025 and is no longer an option. Any site still pointing you to it is out of date.

We do not exclude liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot lawfully be excluded. Otherwise our liability is limited to the price of the goods concerned.