Order support

Warranty
What is the warranty on my Maxi-Cosi product?

When you buy a Maxi-Cosi product from our website or your Maxi-Cosi authorized dealer you can be confident that it will reach you in excellent condition. If not, we’ll put it right straight away.

Maxi-Cosi products are built to last. In fact, we’re so sure of the durability of our products under normal use that we offer a Lifetime Warranty, giving you complete peace of mind.

We promise that if a Maxi-Cosi product ever fails due to a manufacturing defect or workmanship, it will be repaired or replaced without charge, or a spare part will be sent to you.

If you have an issue with your Maxi-Cosi, please do get in touch. Our products are all covered by two different warranties:

  1. Our Lifetime Warranty. You’ll need to register online within three months of your purchase to enjoy this free extended warranty on your Maxi-Cosi product. It only takes a couple of minutes to register and gives you peace of mind for the ‘lifetime’ of the product.
  2. Our standard 24-month warranty. This free warranty takes effect from the date of purchase and there is no need to register. To make a claim, you will simply need your original proof of purchase.
What is covered under warranty?

Both our standard warranty and Lifetime Warranty cover any manufacturing defects in materials and workmanship when used in normal conditions and in accordance with our user manuals.

What is not covered by the warranty?

Items not covered under warranty include any damage caused by normal wear and tear, accidental damage, malicious damage, negligence, or if you do not follow the guidance set out in the user manual.

Examples of normal wear and tear include:

  • Wheels that have worn down through regular use.
  • The natural fading of colours over extended time and use.
  • Damage to the material as a result or daily use, such as rips, burns, holes, or worn patches.

 

As part of our commitment to sustainability, we aim to help you extend the lifecycle of your Maxi-Cosi. So if your Maxi-Cosi product is damaged as a result of normal wear and tear or an accident, you can take advantage of our value for money repair service. We also sell spare parts, including replacement seat covers, to help your Maxi-Cosi product continue to be enjoyed for longer.

Please note that repairs do not extend the warranty.  

If your Maxi-Cosi product fails due to a manufacturing or workmanship defect, we will either send you a replacement part or make a repair free of charge under our 24-month warranty or Lifetime Warranty. This also covers the cost of shipping. If the product cannot be repaired, or if the cost of repairing the item exceeds the cost of a new one, it will be replaced by another Maxi-Cosi of the same model and colour. If that is not available, it will be replaced by the closest model and available colour.

If you made your purchase from a Maxi-Cosi authorized dealer, please take the item back to them to arrange for it to be repaired or replaced free of charge. If you bought it via this website, please get in touch with our customer care team.

You’ll need your original purchase receipt and your Lifetime Warranty card if you are claiming under our Lifetime Warranty. If you are claiming under our 24-month warranty, you’ll need your original purchase receipt.

Please note that repairs do not extend the warranty.  

How do I register for Lifetime Warranty?

To enjoy our Lifetime Warranty you’ll need to register within three months of your purchase. It’s easy to register online at and will only take a few minutes. If the item was bought for you as a gift, you can still register it in your name as long as you have the receipt. We’ll then send you a Lifetime Warranty certificate, which you’ll need to keep in case you do need to make a claim. Please bear in mind you will also need to keep an original copy of the purchase receipt to make any claim.

The Lifetime Warranty does not cover:

  • Hand-me-downs to other family members or friends.
  • If you have bought the product second-hand
What does Lifetime mean?

We define ‘lifetime’ as the period of use by whoever bought and registered the product for his/her children.

The Lifetime Warranty does not cover:

  • Hand-me-downs to other family members or friends.
  • If you have bought the product second-hand
How do I make a claim under warranty on my Maxi-Cosi product?

If you made your purchase from a Maxi-Cosi authorized dealer please take the item back to them to arrange for it to be repaired or replaced free of charge. If you bought it via this website, please get in touch with our customer care team.

To make a claim using our Lifetime Warranty, simply present the original proof of purchase (your receipt) together with the Lifetime Warranty certificate you received after registration.  If you are making a claim under the 24-month warranty, you’ll need your original proof of purchase.

I purchased a second-hand Maxi-Cosi product; can I apply for Lifetime Warranty?

No, only the original purchaser can apply for our Lifetime Warranty using the original receipt. If you bought the item second-hand, you can take advantage of our good value repairs and spare parts services for a fee.

Repairs
What do I do if my Maxi-Cosi product needs to be repaired?

If your Maxi-Cosi product fails due to a manufacturing or workmanship defect, we will either send you a replacement part or make a repair free of charge under our 24-month warranty or Lifetime Warranty. This also covers the cost of shipping. If the product cannot be repaired, or if the cost of repairing the item exceeds the cost of a new one, it will be replaced by another Maxi-Cosi of the same model and colour. If that is not available, it will be replaced by the closest model and available colour.

If you made your purchase from a Maxi-Cosi authorized dealer, please take the item back to them to arrange for it to be repaired or replaced free of charge. If you bought it via this website, please get in touch with our customer care team [LINK TO CONTACT PAGE].

You’ll need your original purchase receipt and your Lifetime Warranty card if you are claiming under our Lifetime Warranty. If you are claiming under our 24-month warranty, you’ll need your original purchase receipt.

Please note that repairs do not extend the warranty.  

What if I need a repair that is not covered under warranty?

Repairs not covered under warranty include any damage caused by normal wear and tear, accidental damage, malicious damage, negligence, or if you do not follow the guidance set out in the user manual.  If you bought the item second-hand you are also unable to claim under warranty.

We’re committed to reducing waste and we want you to enjoy your Maxi-Cosi product for as long as possible. That’s why we offer a repairs service for all our customers. We keep repair costs as low as possible, but prices will vary due to the cost of the materials and the length of time it takes to do the repair. Repair rates can be obtained via your retailer or from our customer care team here. If the repair exceeds the standard rate you will be notified and asked for your authorization before we’ll proceed.

We also sell spare parts, including replacement seat covers, which can help you to enjoy using your Maxi-Cosi product for as long as possible.

How do I send my Maxi-Cosi in for repair?

It’s easy to send your Maxi-Cosi for a repair. If you bought it from an authorized dealer, take it back to them. If you bought it via this website, please get in touch with our customer care team.

Remember, if you are claiming the repair under our 24-month warranty, you’ll need to show proof of purchase. If you are claiming it under our Lifetime Warranty, you’ll need proof of purchase and your Lifetime Warranty card, which was sent to you after registration. If you need any additional help with returning an item, contact our customer care team via a channel you prefer, find them here: [contact].

How long will my repair take?

We understand that life without your Maxi-Cosi product could be challenging for you and your family.  That’s why we do our best to make repairs as quickly as possible.  Our typical turnaround time is 2-3 business days, not including:

– Special order parts, which require 7-10 business days.

– Transit time, which may vary, depending on the destination.

In some cases, we can get the repair back to you sooner. In rare cases, it may take longer.  

If you have returned your Maxi-Cosi product to your retailer for the repair, turnaround times may be longer.

Order
Why should I order a Maxi-Cosi directly through this website?

As the official Maxi-Cosi website, we make it safe and easy to buy your favourite Maxi-Cosi products. You’ll find our full range on offer, with detailed information to help you to decide what is the best choice for your growing family. To help even more, our expert Maxi-Cosi customer care team is on hand. If you have any questions regarding product suitability, an order, or anything else, you can get in touch with us via different channels. Find them here.

How do I order at Maxi-Cosi.co.uk?

Follow the steps below to place an order:
1. Add an item to the shopping basket.
2. Open your shopping cart. Check the overview of your shopping cart and then proceed to the checkout.
3. Enter your details and desired shipping and payment method in the checkout, and check the details carefully.
4. Complete the order by paying via one of the payment methods listed.

For any questions regarding the placement of an order, don't hesitate to contact our Customer Care team.

Do the prices include VAT?

Yes, all prices include VAT. The VAT amount is shown in the order confirmation.

How do I know if my order has been placed?

You’ll receive an order confirmation email detailing the products you have ordered once payment has been made. 

What happens if I want to cancel my order before dispatch?

We know that you can’t wait to receive your new Maxi-Cosi product. That’s why we start the dispatch process on the same day that we receive your order.  If you have changed your mind, or you’ve discovered that you have accidentally ordered the same product multiple times, please call our customer care team right away. If we can, we’ll cancel your order and your payment card will be refunded in full. If we have already sent the order to you, it’s not too late. Simply return the unused product in its original packaging when it arrives for your full refund.

When do you confirm that the product I want is available?

Orders can only be placed when stock is available. So, in the unlikely event that the item you want is unavailable, you will be unable to place an order.  

Payment
Which payment methods can I use to place my order?

You can use a Visa credit or debit card, MasterCard, American Express, Maestro, or PayPal to securely pay for items in our website.

PayPal
Payment via PayPal offers you an extra layer of payment security. If you opt to pay with PayPal, simply log into your PayPal account; this will avoid you having to enter your bank details or credit card number on our site too. Please note: to use PayPal, you will need to create a PayPal account on the PayPal site in advance.

Creditcard
Besides being convenient, credit cards have the advantage that the amount to be paid by you is only debited from your account at the end of each month, regardless of whether or not you have enough money on your account to cover it. Visa, Mastercard, American Express and Maestro cards are all accepted.

When will the money be taken from my card?

You will be asked to give your authority for payment at the time you place your order. The payment will be debited from your card once your order is processed, which is normally on the same day that you place your order.

Does it cost me extra to use PayPal?

There is no extra charge for paying for your Maxi-Cosi items using PayPal.

Is it safe to send my debit/credit card details over the web?

Yes, we ensure safe payment on our website for your peace of mind. We encrypt your payment card details using industry standard SSL technology. That means no one can see your card details and you can be reassured your private information is safe.

My payment failed or was refused, what should I do?

If your payment failed or was refused, your order will be cancelled automatically. If you would still like to make the purchase, you can re-order it again. If you are experiencing problems placing your order on our website, please get in touch with our customer care team via a channel you prefer, find them here.

How can I use a discount code?

The discount code should be used as follows:

1. Add an item to the shopping basket.
2. Open your shopping cart. Check the overview of your shopping cart and then proceed to the checkout.
3. Enter your details and desired shipping and payment method in the checkout, and check the details carefully.
4. After checking your order overview, enter the discount code and click ‘discount’.
5. Complete the order by paying via one of the payment methods listed.

For any questions regarding the placement of an order, don't hesitate to contact our Customer Care team.

Delivery & Shipping
When will I receive my order?

We know that you can’t wait to receive your new Maxi-Cosi product. That’s why we start the dispatch process on the same day that we receive your order.  Deliveries are normally made within 2-4 working days of dispatch. Your order will be delivered by DPD.

Can I choose a different delivery address?

Yes, it’s easy to have your item delivered to a different address to your billing address, for example, if you want to send it as a gift or have it delivered to your place of work.  Please select the ‘deliver to this address’ button at the checkout. This will give you the option to choose where we send your parcel.

Alternatively, for your convenience, you can also select a pick-up point for your order. Again, please see the options available at the checkout under ‘deliver to this address.’

How can I track my order?

After dispatch, you will receive an email with a link to track your order. If you have not received this email, you can also find these details in your account under the  ‘my orders’ tab. Please select the order you want to track and go to ‘Order Shipments’.

Can I reschedule my delivery?

Yes. If the scheduled delivery time is inconvenient, or you have missed a delivery, you can use our courier’s track and trace system to reschedule the delivery. Use the link that was sent via email notifying you of the dispatch of your item.

How much does delivery cost?

Our delivery charge is 3.95 pounds. We offer free shipping for all purchases above 50 pounds.

Do you deliver at weekends?

No, we currently do not deliver at weekends or in the evening. However, we do aim to make delivery as convenient as possible. This includes giving you the option to select a different delivery address to your billing address. You can also opt to send your parcel to a pick up point, which you may be able to access in the evening or at the weekend.

What do I do if I have a problem after my order has been delivered?

We want you to be completely satisfied with your order. If there are any problems following delivery, such as the item is damaged or it is not what you expected, please contact our customer care team via a channel you prefer, or take a look at our returns and cancellations FAQs. We will resolve the issue as quickly as possible.

Returns & Cancellations
Can I return goods that I do not want?

We hope you’ll be delighted with your new Maxi-Cosi product. But if for any reason you want to return it, we have a no-fuss 100-day returns guarantee. It’s free and easy to return unused or faulty items. The return period starts the day you received the item. Please fill in the contact-form, choose return-request as the subject and we will send you an email within 48 hours (on working days) with information on how to return your product. 

What happens if I want to cancel my order before it arrives

We know that you can’t wait to receive your new Maxi-Cosi product. That’s why we start the dispatch process on the same day that we receive your order.  If you do change your mind, or if you discover that you have accidentally ordered the same product multiple times, please call our customer care team as quickly as possible. If we can, we’ll cancel your order and your payment card will be refunded in full.

If we have already dispatched the order to you, it’s not too late. Simply return the unused product to us after delivery for your full refund.

Do I have to pay to return an item?

No, our no-fuss 100-day returns guarantee offers free returns on all our products.

Where do I send items I want to return?

Please fill in the contact-form, choose return-request as the subject and we will send you an email within [x] hours with information on how to return your product.  This will include a return label, which you can print out and fix on the package.

What If I cannot print my return label?

If you can’t print out your label, you can write out the returns address on the package yourself. Please get in touch with our customer services team if you need any more help or support via a channel you prefer, find them here.

When will I receive a refund for my returned product?

When we receive your returned item, we will check it to make sure the return is valid. If the item is either in it’s original condition or has a manufacturing fault, you will receive your full refund within five days in the same payment method as with which you made the purchase. If there is any issue with the return, we will contact you directly.

Can I cancel my return request?

Yes, if you change your mind, you can cancel your return. Please get in touch with our customer care team via a channel you prefer, find them here.

Account & Privacy
How do I create an account?

It’s simple to create an account. Once you have this set up, it is even easier to manage your orders and place new ones. To get started, all you need to do is go to ‘log-in’ on the top of the menu. Here you can create your new account. When it is set up, simply log-in each time you visit our site.

I forgot my password, what do I do?

Don’t worry if you forget your account log-in password. Simply go to the log-in button in the top menu. Click to request a new password by using the email address you used to set up your account. You will then receive an email to that account asking you to update your password. Click the link and it will lead you back to our website. You’ll be able to change your password and then log-in again.

Where can I find my order history?

If you have set up an account, all your past orders can be found by logging into the account.

If you ordered using the guest checkout option and have your original order number, you can search past orders by using this link. If you need any help with your order history, please get in touch with our customer care team via a channel you prefer, find them here.

Where can I find my invoice?

If you have set up an online account you can find your invoices quickly and easily. Log-in and go to ‘my orders’. You’ll find your order invoice under ‘view details’.

If you ordered using the guest checkout option you can search past orders, as long as you have the original order number, by using this link. If you need any help with finding your invoice, please get in touch with our customer care team via a channel you prefer, find them here.

How do I change my personal information?

If you move home, you can update your account details quickly and easily. Simply log-in to update your billing or preferred shipping address. Once you’ve logged in you can also change your password if you want to. 

How do I delete my account?

To delete your account, please contact our customer care team via a channel you prefer, find them here.

How can I submit a complaint?

To solve your problem regarding a product or our service as quickly as possible, it is best to contact us via the contact form. You will receive a response from us within 7 days after we received your complaint.

What data does Maxi-Cosi keep about me?

We always strive to improve our services to make life as easy as possible for our customers. To help us to improve, our system captures the IP addresses, domain names and network identifiers of everyone who visits our website. In some countries, including those in the European Economic Area, this information may be considered personally identifiable information under applicable data protection laws. This information is aggregated to measure the number of visits, average time spent on the website, pages viewed, and other similar usage information.

Your e-mail addresses and other personally identifiable information such as first and last name, home or other postal address, telephone number, and other similar information are known only if you voluntarily provide them, for example for registration or to sign up for newsletters and communications, sweepstakes, contests or other participation. To provide you with the best information about our products you may also voluntarily provide information about the people in your household including your children's name and age. Providing information about the due date of your child may also be provided, and we will ask for your explicit consent to process this sensitive information. 

Is my data shared with other parties?

Unless otherwise disclosed during its collection, personally identifiable information that may be collected in connection with visitors to our website is retained by us or our parent, subsidiaries, or sister companies ("Affiliates"). We and our Affiliates do not sell, transfer or otherwise disclose this personally identifiable information outside those companies, except as disclosed below or where disclosure is required by law.

We may use the personal information you provide for any of the following purposes: (1) to contact product owners in response to product recalls, (2) to understand the use of our Site and make improvements; (3) to fulfill prizes; (4) to respond to specific requests from visitors; (5) to obtain parental consent from visitors under 16 years of age (or the applicable age of majority if higher in a particular jurisdiction), where necessary; (6) to provide any necessary notices to our visitors or their parent or guardians, where necessary; (7) to protect the security or integrity of our Site when necessary; (8) to send you notices and solicitations regarding the Site, our products or our Affiliates; (9) to share with authorized retailers and distributors of our products to promote our products to you, and (10) in general to promote and market our products and/or products of our Affiliates to you.

We also may share personal information with third parties for the following purposes:

  • To provide us with services in connection with the purposes listed above, such as website hosting, professional services (including information technology services and related infrastructure), customer service, shipping of items you order, operating this website, auditing and other similar services necessary to the operation of the website and services you request. In such cases, the information will be shared for the purpose stated and not for independent use by the service provider.
    - In connection with an actual or potential corporate reorganization, merger, sale, joint venture, assignment, transfer or other disposition of all or any portion of our business, assets or stock.
    - To any competent law enforcement body, regulatory, government agency, court or other third party where we believe disclosure is necessary (i) as a matter of applicable law or regulation, (ii) to exercise, establish or defend our legal rights, or (iii) to protect your vital interests or those of any other person; and
    - To any other person with your consent to the disclosure.