Frequently Asked Questions

For any advice or questions regarding products, stockists, delivery or orders, please do not hesitate to ask our Customer Service Team.

Our hours of operation are Monday to Friday from 10.00am - 4.00pm [GMT]. Closed lunch between 1-2pm.

We will endeavour to respond to any email within 24 hours excluding outside working hours or Bank Holidays, when we will then endeavour to respond on the next available working day.

Please be aware that during peak times our Live Chat will be switched off and not be displayed.

For our contact details please click here.

You can email us anytime or call our help desk during normal working hours.

For our contact details please click here.

Please click here to locate your nearest UK & Ireland stockists of our brands: Stockist Locator.

We can deliver worldwide, rates may vary depending on your location. For more information on delivery please click here.

Most of our brands are covered by a guarantee for 2 years from the date of purchase against material or manufacturing defects. This guarantee is offered in addition to, and does not affect, your statutory rights.

For more information on our Product Guarantees please click here.

Registering with us helps us to make the ordering process as quick and easy as possible and allows you to keep track of your orders online but it is not a requirement.

No, not unless you sign up to our newsletter. If you do sign up, you can unsubscribe from our mailing list at any time.

Simply enter your email address in the signup box located here: Subscribe to Newsletter.

If you decide that you no longer want to receive our newsletter you can unsubscribe at any time. Simply click on the ‘Unsubscribe’ button at the bottom of the email you receive from us.

No, we will never pass your details on to other companies or 3rd parties.

We follow all EU best practice policies in relation to your personal information. We are independently verified and at times also use 3D secure to ensure your personal and credit card details are secure. For more information please see our Privacy Statement.

At Johnston Prams it is important to us that our customers receive an excellent service. We carefully fulfil each order from our warehouse, however if you have received a damaged item, or if your order is wrong or incomplete please notify us within 3 days of receiving the package. If you wish to exchange or return your online order, please click here: Returns and Cancellation.

We care about our customers and we want to ensure that you are completely satisfied with every purchase you make. If you change your mind for any reason we can alter or cancel the order up until it is dispatched.

We are happy to refund or exchange any product returned within 30 days. Details of our returns policy can be seen here: Returns and Cancellation.

Unfortunately, if too much time passes, your order may already be dispatched and you will need to place a separate order for any other items that you want to buy.

We accept PayPal, Visa, MasterCard, Visa debit, MasterCard debit, Klarna or Visa Electron.

Declines are determined by your bank, please contact your card issuer and they will be able to determine why your card has been declined. Very often an address or cardholder name that does not exactly match what your bank has on record can be the cause so double check and then try to put the payment through again.

Once you’ve placed an order on our website, we will send you an email to confirm your order. Once the items have been shipped you will receive an email informing you that your order has left the distribution centre. If you have paid through a PayPal account, your account will be charged when the order is placed. If you have any questions, Contact Us or login to view your account.

Delivery of goods is subject to availability of the goods themselves. If the item you select is unavailable, we will contact you as soon as possible to let you know about the lack of availability and also with an expected time on how long your order may take to dispatch.

Domestic Uk Orders

If you log into My Account you will be able to view the current status of your order and any tracking information available. All our products are mainly sent through either Royal Mail or DPD for UK shipments, you can find their websites to track your order below;

Please note.
Your DPD UK tracking number should be 14 digits. If you have received a 9 digit tracking number then to track the order correctly you will have to prefix this 9 digit number with 1598 and add a suffix 1 at the end to make a 14 digit tracking number.
Ie. 123456789 = 15981234567891 (no spaces).

For UK order tracking: Royal Mail Tracking.

For UK order tracking: DPD Tracking.


Ireland (ROI) Orders

If you log into My Account you will be able to view the current status of your order and any tracking information available. All large orders are mainly sent via DPD for ROI shipments, you can find their websites to track your order below;

For Ireland (ROI) order tracking: DPD Ireland Tracking.


International Orders

If you log into My Account you will be able to view the current status of your order and any tracking information available. All our international orders are usually sent via TNT, you can find their websites to track your order below;

For TNT International order tracking: TNT Tracking.


If you need to make use of your warranty, go to your retailer where you originally bought your product from, please take your purchase receipt. The establishment will get in touch with us to process the warranty claim and offer the best solution possible.

If you purchased online, please contact our Customer Service Team as soon as possible for assistance.

You will need to provide them with a description of the problem you are experiencing along with any additional information required (i.e. Serial number, batch number, date of purchase).

Depending on the product and the type of problem, we should be able to order a replacement part or product, or organise a repair on your behalf. Whether this will be covered under the product warranty will depend on the Warranty terms and conditions.

For our contact details please click here.

Of course, if you need a replacement part for your product, we recommend you get in touch with your retailer where they will advise you on getting the right part and will give you all the information you need. If you need to you can also contact our service team for any spare parts.

For our contact details please click here.

Yes, of course you can. Just get in touch with your local stockist or our service team and you’ll get a no obligation quote and all the information you need.

For our contact details please click here.

Yes, if you get in touch with our service team they can arrange this to ensure your pram is kept in best condition. Just contact our after-sales service department; for our contact details please click here.

They can give you a quote. Alternatively your local Brand stockist maybe be able to provide this service directly or give you a quote.

If you would like to be a Retail Stockist for one of the brands we distribute, please send us an email along with your details so we can get in touch with you. One of our Sales or Marketing Agents will then be in contact with you shortly.

For our contact details please click here.

For FAQ's on Klarna 'Pay Later in 3' or 'Pay Later in 30 Days', please click here: Klarna FAQs.