Quinny Support

Frequently Asked Questions

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Are rips and tears covered by the 24 months warranty?

Rips, tears, burns and holes resulting from daily use are not covered under the terms of our warranty. We understand that even the best cared-for product can meet with an unforeseen or unexplained accident. If your Quinny becomes damaged and this damage is not covered by our warranty, we can repair it or supply a spare part at a reasonable charge.

Are rips and tears covered by the Lifetime Warranty?

Rips, tears, burns and holes resulting from daily use are not covered under the terms of our Warranty. We understand that even the best cared-for product can meet with an unforeseen or unexplained accident. If your Quinny becomes damaged and this damage is not covered by our Warranty, we can repair it or supply a spare part at a reasonable charge.

Can I order a Quinny directly through this website?

Yes, you can order directly from this website, this is the official Quinny website. Next to the large range of Quinny products, our own Quinny customer service is there to help you! For any questions, don´t hesitate to contact them via +44 (0) 1284 413 141.

Can I order spare parts for my Quinny?

If your service request is not included in the warranty, you can order spare parts for your Quinny at our own Quinny spare parts webshop: http://eshop.quinny.com/. If you need help with finding the right spare part, please contact consumer care via +44 (0) 1284 413 141.You can also order your spare parts via your local retailer at a reasonable charge.

Can I reschedule my delivery?

Yes you can. Through the DPD track and trace system.

Can I track my order?

Yes you can. Your delivery confirmation text will give you a reference number and link to the DPD track and trace system. Alternatively you can track your delivery using your postcode.

Do you deliver at weekends?

Not as standard, but you can arrange this yourself through the DPD Track and Trace system. There can be extra charge for this service

Do you deliver to work addresses?

Yes that option is available for you at point of order entry. If you wish to ship to an alternate address to the details of your billing address please tick the “Deliver To this Address” option at the checkout, you will then be able to enter the details of the address you would like us to deliver your parcel to.

Does it cost me any extra to use PayPal?

No, PayPal is completely free.

How can I find out the status of my repair order?

Information on the status of your repair can be found when you log in into your account, or via your retailer, depending on where you requested your repair. When you or your retailer provides us with your mobile number we can send you a personal text messages, to update you on the repair for free (receipt, shipping and customer satisfaction).

How do I know my order has been placed?

We will send you an order confirmation email detailing the products you have ordered once payment has been made. This email is an order confirmation and / or order acceptance from Quinny.

How do I return goods that I do not want?

We have a no fuss 30 day returns guarantee. If you decide to return an unused or faulty product, you just need to follow the instructions on the return page.

How do I send my Quinny in for repair?

Have you bought your Quinny via a Quinny dealer or retailer? Your best choice for quick service is to visit your Quinny dealer or retailer. Our 24 months Warranty is recognized by your Quinny dealer/retailer.
Have you bought your Quinny online from our webshop? Log in into your account and follow the instructions on the return page. Need help returning your Quinny? Don’t hesitate to contact our customer care team via +44 (0) 1284 413 141.
You must present proof of purchase, made within the 24 months preceding the service request. If your service request is approved by our Quinny Service, we pay for shipment and for return freight.

How long will a spare part delivery take?

Our typical turnaround time is 2-5 business days, when ordering via our spare parts web shophttp://eshop.quinny.com, depending on the destination. When ordering via your retailer the typical turnaround time is 7-14 business days. In some cases we can get the spare part delivered to you sooner. In rare cases, it may take longer. Information on the estimated time of delivery can be obtained via your retailer.

How long will my repair take?

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.

How long will you have spare parts available for my Quinny?

A variety of spare parts is available up to 2 years after the final production date of the Quinny product. An overview of the availability of specific spare parts can be found on our spare parts webshop http://eshop.quinny.com/ or can be obtained via your retailer or via our customer care department via +44 (0) 1284 413 141.

How much does delivery cost?

Our delivery charge is £4.95. We offer free shipping above £ 100,-.

How will my order be delivered?

Your goods will be delivered by the carrier DPD.

I hear Quinny has a Lifetime Warranty. What do I need to do to get it?

Our Lifetime Warranty applies if you are the first user and only when you register your purchase (pushchair or carrycot) within 3 months after your purchase. For all requests under this Warranty regarding defects in materials and workmanship, you must present original proof of purchase accompanied with the Lifetime Warranty card you received after registration.

I hear Quinny has a 24 months warranty. What do I need to do to get it?

Our 24 months warranty applies to every Quinny purchase. For all requests under this warranty regarding defects in materials and workmanship, you must present proof of purchase, made within the 24 months preceding the service request.

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

Yes, We encrypt (safely lock in our system so no one can see) your payment card details using industry standard SSL technology to ensure they are completely safe.

Is normal wear and tear covered by the 24 months warranty?

We manufacture all of our products to meet our excellent superior standards. However, regardless of how carefully you use, or how well you care for your Quinny product, it will eventually begin to show age and wear. The 24 months warranty covers defects in workmanship and materials, but not normal wear and tear.

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

We’re here for you every step of the way. Just call our customers service [contact] and we will resolve the problem for you over the telephone.

What do repairs cost?

If your repair is not included in the warranty, repairs are available to you at a reasonable charge, but prices vary due to cost of the materials and the length of time it takes to do the repair. Repair rates can be obtained via your retailer or via the customer care department (contact data vary per country and are available on our website). If the repair exceeds the standard rate you will be notified and asked for your authorization before proceeding.

What do spare parts cost?

Spare parts are available to you at a reasonable charge, but prices vary depending on the requested spare part. Prices can be found on our spare parts web shop http://eshop.quinny.com/ or can be obtained via your retailer or via the customer care department via +44 (0) 1284 413 141.

What does Lifetime mean?

Lifetime is defined as the period of use by the registrant for his/her children. The Lifetime Warranty does not cover hand-me-downs, nor secondary purchase of the pushchair or carrycot.

What does the 24 months warranty cover?

Our 24 months warranty covers any manufacturing defects in materials and workmanship when used in normal conditions and in accordance with our user manuals. If a Quinny product ever fails due to a manufacturing defect, the product will be repaired or replaced without charge, or a spare part will be made available to you.

What does the Lifetime Warranty cover?

Our Lifetime Warranty covers any manufacturing defects in materials and workmanship when used in normal conditions and in accordance with our user manuals. If a Quinny product ever fails due to a manufacturing defect, the product will be repaired or replaced without charge, or a spare part will be made available to you.

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

You have a small window to cancel your order as the dispatch process begins the same day we receive your order. If you do need to cancel please call our Customer Service team via +44 (0) 1284 413 141. If you cancel your order your payment card will be refunded in full.

What happens if I want to cancel my order that is in transit?

You will have to wait for the goods to arrive then follow our returns procedure, which can be found here. Your account will only be debited once your order has been validated. In the unlikely event that we are unable to fulfil your order we will contact you immediately to notify you of any problems with your order and if necessary arrange a suitable replacement or cancel the item from your order.

What is not covered by the 24 months warranty?

Our 24 months warranty does not cover damage caused by normal wear and tear, accidents, abusive use, negligence or the consequence of failing to comply with the user manual. Examples of normal wear and tear include wheels and fabric worn down by regular use and the natural breakdown of colors and materials over extended time and use. Repairs do not give entitlement to extension of the warranty.

What is not covered by the Lifetime Warranty?

Our Lifetime Warranty does not cover damage caused by normal wear and tear, accidents, abusive use, negligence or the consequence of failing to comply with the user manual. Examples of normal wear and tear include wheels and fabric worn down by regular use and the natural breakdown of colors and materials over extended time and use. Repairs do not give entitlement to extension of the Warranty.

When do you confirm that my product is available?

Orders can only be placed when stock is available. Product availability is displayed at point of order. In the unlikely event stock is unavailable you will be unable to place an order.

When is payment made?

Authority for payment must be given at the time of your order. Payment will only be taken once your order has been processed.

When will I receive my order?

Deliveries are normally made within 2-5 working days after receipt of your payment.

Where does the 24 months warranty apply?

Our 24 months Warranty is recognized by your Quinny dealer/retailer. You must present proof of purchase, made within the 24 months preceding the service request.
Have you bought your Quinny online from our webshop? Log in into your account and follow the instructions on the return page to see if the 24 months warranty applies on your Quinny.
Not sure if the 24 months warranty applies for your Quinny? Don’t hesitate to contact our customer care team via +44 (0) 1284 413 141.

Where does the Lifetime Warranty apply?

Our Lifetime Warranty is recognized in our webshop and by your Quinny authorized dealer, for the first user. You must present original proof of purchase accompanied with the Lifetime Warranty certificate you received after registration.

Which payment methods can I use to place my order?

You can use Visacard, MasterCard, American Express, Debit card or PayPal.

Who can register for the Lifetime Warranty?

The original purchaser, or in the case of a gift, the recipient of the pushchair or carrycot, can register the product online, to obtain the Lifetime Warranty in her/his name.

Who pays for shipping?

In principle Quinny pays for shipment and for return freight connected to the service request under the warranty.

Will my Quinny be repaired or replaced?

If your Quinny fails due to a manufacturing or workmanship defect, our first option will be to send you a spare part or to repair the item, both free of charge (within the 24 months warranty period). If the product is not reparable, or if the cost of repairing the item exceeds the cost of a new one, it will be replaced by another Quinny in the same model, or if not available, by the closest model and available colour.

Are all Quinny products legally approved?

Each Quinny stroller complies with the latest European standard for strollers, EN1888:2003.

Is it safe to hang a bag onto the stroller?

We strongly advise against hanging any bags onto the stroller, as this may cause the stroller to become less stable, increasing the risk of the stroller toppling over with your child inside.

Can I use my pushchair if it is broken?

For the safety of your little one, you should not use a stroller if any part is broken, torn or missing.

What's the warrantly on my Quinny?

Your stroller has a 2-year warranty. Check the Quinny Support section on this site for details. Contact your supplier to submit any warranty claims, presenting an original proof of purchase.

I would like to maintain or repair my Quinny. Where can i order parts?

Ask your Quinny retailer, who can inform you about the available spare parts, pricing and delivery time.

Is it possible to mount the carseat (group 1) on the frame of my pushchair?

It is not possible with our current products. We take great care about safety, quality and easy use in developing our products. To do this would require that we compromise on these aspects, which we are not prepared to do.

Does my child need to use the harness when seated in the pushchair?

Always securely fasten your child inside the stroller, even on short walks. Children are curious and quick and the harness prevents your little adventurer from getting hurt.

Do i use a silicon-spray or other lubricants to care for my Quinny?

Avoid lubricants as the oily substance attract dirt and dust. We recommend you use a dry Teflon spray or furniture polish instead.

My raincover fogs up. Why is that?

However unpleasant a fogged up raincover because your child can’t look out properly, it is a natural occurrence. It’s caused by varying temperatures due to a combination of rain, colder outside temperature and warm inside the raincover temperature.

What are the D-rings for on my Quinny?

You can opt to attach an additional safety harness to these D-rings.

What is a 3 in 1 system?

A 3-in-1 system, also called a "combi", provides for 3 combinations with 1 frame. With the aid of an adator set the frame can be combined with the prambody/pram body (birth toapprox 6 months), or with a Maxi-Cosi car seat (birth to approx 12 months) or with the standard fabric (birth to 15kg/approx 3.5 years)

What is the difference between a buggy, a pushchair and a pram?

A buggy is a small stroller with a compact fold in length and width (3-D fold). It’s normally used when your child is older and can sit independently. A stroller or pushchair is a larger size frame that comes with a recline seat and/or a removable carrycot for baby’s first couple of months for a lie-flat sleeping comfort.

What's the use of product registration?

Registering your Quinny product offers many advantages: you will receive news on useful accessories and Quinny products. We will also share news and tips to help you make the most of your Quinny stroller. It’s also good for us to know how to reach you in case of a really important issue relating to your stroller.

Which Quinny products are compatible with the Quinny Foldable carryot?

The Foldable carrycot fits the Quinny Moodd, Buzz and Speedi.

Why is salty seawater bad for Quinny?

The salt in sea water affects metal parts, causing rust and permanent damage. After a trip to the beach, it’s best to clean your stroller frame and wheels properly with fresh water.

Where do i find the model number on my Quinny Moodd to register my product?

The model number (batch code) of your Quinny Moodd can be found on the washing label of the seat.



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