Baby Elegance Avis 

We bought a Nup Nup high chair at Christmas last year (2025). The removable tray broke in late January or early February, I reached out to the customer service team to explain and asked for a replacement, willing to pay for same, I got an email back stating that once back in stock the following month (March)I would receive a follow up. Sent a follow up email to ask for an update early March, received an email back stating still not in stock and would hear back Heard nothing back so followed up again in April and received no reply at all. We are now in September and no communication at all. Will not be purchasing off Baby Elegance again due to the poor level of customer service.

Poor quality, pushchair seat broken after a month of use. All started with poor folding mechanism, eventually frame of the seat snapped in half.
Smyth toys wont accpet retun and told to contact manufacturer as they are dealing with warranty.
Customer service not responding since 9th of August!
I don't recommend buying this products from Baby Elegance!

Awful customer service, originally tried to cancel my order (as the option was given) within an hour of ordering as I had found a different product I preferred, no response and item was sent out 3 days later so no excuse not to cancel really. Have now tried to request a return 4 times, again with no response.

Nice fabric, super fast to delivery

Ordered nursery furniture, products turned up damaged. Getting hold of customer service is like getting blood from a stone. The cot bed had a massive crack on the base which affected the stability of the structure, there’s no way I’m putting my newborn in that. A lot of money spent, a lot of stress and still not resolved.

Fast delivery! Really lovely well made high chair. Great quality!
My 2 month old Grandson loves it!

I can't review the actual item as I still havent received it, two weeks after it was shipped. DPD were used to send the item and have been awful, but Baby Elegance have not helped one bit, they take forever to reply to emails and when they do email, just look up the tracking information and read it out to me - I can do that myself! The problem was that DPD kept saying it would be out for delivery but due to some system glitch, it was not being dispatched.

As customer services do not reply to emails, i have had to initiate a charge back claim. Unfortanately they cannot be relied upon to help customers with delivery issues even though they are the ones with the contract with the courier.

Chair came without folding joints making the product useless.

After some trouble with the delivery company, the customer support was very nice and helpful. Eventually I got my order and am super happy with the baby mattress I ordered.

I’m having a really bad experience with these guys. Their marketing was so good but now they are ghosting my multiple customer service inquiries because apparently the chair is lost in the mail? But i have no idea because there’s been no shipping updates and nobody at customer service is answering me. But now they have the audacity to send me an email to review them, so it seems their marketing department is much better than the rest of their operations. Anyways wouldn’t recommend if you want a dependable product

I reviewed the mash highchair last week and submitted it on the Baby Elegance product page, only for my review to disappear when it was submitted. Here’s what it said:
I just received an email claiming the mash high chair was ‘worth every penny’ but I would strongly disagree! We have experienced several problems with this high chair. When we originally bought the bundle the clasps on the newborn attachment came with sharp unfinished plastic edges which were dangerous. I contacted customer services and they said they would send out a new one. That was over a month ago. I contacted them again to let them know and to ask where it was. They gave me a tracking number that had no item attached to it and said they’d look into it. That was a week ago and I’ve heard nothing since. But I received several emails in between these exchanges asking me how the customer service was!
The next issue with this is that the high chair attachment is so difficult to get off and is poorly designed. The newborn attachment has easy buttons to press to release it from the main frame but the actual high chair attachment has impossible to reach parts that need pushing in to release it. This can only be achieved by pushing the end of a utensil in to get to it! Even then it takes quite some force to get the highchair to release. This is the same for releasing the part that stops baby from slipping under the tray. That makes it ridiculously hard to actually take it apart to clean it properly. We searched high and low online to find a way to detach these parts but couldn’t find any demonstrations anywhere leaving us to figure something out ourselves. All promotion videos on social media conveniently leaves out the part where you remove the high chair and leg attachment.
Whilst speaking with customer services regarding the newborn attachment issue, I asked why my initial review was nowhere to be found. My question about why it had vanished was ignored! Interesting, considering my review wasn’t positive! At this point I was frustrated at spending £143.30 on a high chair that was not fit for purpose, so I asked for a full refund. This was again ignored and instead I was issued a refund for the extra seat cover I purchased alongside the highchair for the inconvenience of the newborn attachment replacement not being sent. I’m now posting this review again to the product page, Trustpilot and Google reviews in the hopes that it is seen and I can get a full refund for this terrible product! Don’t waste your money on this!

I am disappointed with the quality of the Baby Elegance high chair. While the chair looks good initially, the overall build quality is not as good as I expected.

My biggest issue is with removing the high chair seat. All of the instructional videos provided by Baby Elegance show the buttons being pushed by hand so the seat can be lifted off easily. However, on the chair I received, the buttons are so stiff and recessed that they cannot be operated by hand and require a flat-head screwdriver to press them in.

When I contacted customer service, I was told this was designed to prevent toddlers from removing the seat themselves. While I understand the safety reasoning, this is not what is demonstrated in the company’s own videos, which show the seat being removed quickly and easily by hand. The actual product experience is therefore quite different from what is advertised.

Overall, the chair functions adequately, but the quality and misleading instructions regarding seat removal have left me disappointed

The delivery was super quick and the chair is amazing!! The fact that I can already use it with my newborn is great! She can be with us at the table. The colour is beautiful and I found the chair to be very safe!

Lovely cot and mattress.The box arrived very badly damaged (dpd) but everything was fine.Looking forward to seeing our granddaughter using it.

Placed my order over a week ago item is out of stock asked to change to a different item have chased three times with zero response from them. I would avoid using this company. They have my money and no contact.

Still waiting for my order, no updates, sent emails and not responded to, go on chat message facility, no response, cant find a phone number.... I only want to talk to someone to see if I change the colour, will it arrive faster. The other colour I ordered was apparently pre-order, but when I check my order details its doesn't state that. Even the statement at the top of trust pilot states ‘we don’t take pre-orders’, which from my experience is obviously not true.
I have been contacted by the company and they have arranged to send the item out to me, this review will be updated once the item has arrived

Product seems OK, however, the way it was packaged was pretty disgusting. a £100 item thrown into a box with literally zero protective packaging or padding inside of the box. Box turned up looking like it had been through the wars and now there are marks all over black plastic on the base of the unit where its been bouncing around inside the box, all before its even set up. Company should probably consider investing in decent protective packaging for their items...

We purchased the cot bundle from baby elegance. After reading the reviews I was a bit worried that I've made a mistake ordering from them.
And altough the delivery wasn't smooth they tried their best to satisfy us. Our order was split by DPD so we only received the mattress first. I'll be honest, gave us a scare 🙈 but the next day we received the cot too. However our order was still missing the sheets and waterproof cover but contacted customer services and they will resend those to me.
We assembled the cot and it's a really good quality and beautiful design.
Thank you baby elegance for the quick reply.

I brought the drift travel system from Smyth's the car seat broke on the first use and the pram caused a injury to my baby trapping her finger in the frame when the handle height was adjusted cutting though her finger nail into her finger below she lost most of her nail baby elegance sees no problem with this

Really easy to deal with and fast service.