Contact & FAQ
Find answers to our most frequently asked questions below
Orders & Customer Service
First, check the delivery times shown on your order's product page.
To track your order in real time, check your order history.
Once dispatched, you'll receive SMS/email notifications. If the carrier encounters a problem, you'll automatically receive a notification with a link and alternatives.
You can also contact GLS directly: gls-group.eu. If the problem persists, contact us.
This sometimes happens with GLS. Here are the immediate checks:
- Check with your neighbours or building concierge
- Check for a delivery card in your letterbox
- Check the nearest GLS pickup point to your address
- Could the parcel have been returned to sender? (check GLS tracking)
If the parcel is still missing after 24h, contact us: we open an investigation with GLS and find a solution (refund or resend).
Send us your order number + GLS tracking number at contact@bebe2luxe.fr
Your invoice is automatically generated and appears in your customer account on bebe2luxe.fr.
Log in to your account, go to "Order History" — the invoice can be downloaded directly from each order.
If you can't find your invoice, contact us at contact@bebe2luxe.fr with your order number — we'll resend it within 24h.
We accept returns within 30 days of receipt, only in new condition, without signs of use and in the original packaging.
- Return shipping costs are at the customer's expense (carrier of your choice)
- Return address: KANDK, Traverse de la Bastidonne, 13400 AUBAGNE, France
- A document to fill in must be placed in the parcel — available on request
Once received and verified, we will proceed with a full refund (product + original shipping costs). Return shipping costs remain at the customer's expense.
Our team is available Monday to Friday, 10am–11am and 1pm–3pm, except Wednesday.
📞 04 42 40 71 24
We reply to all emails within 24/48h at contact@bebe2luxe.fr
A parcel with no scan for more than 3 working days is abnormal. This may indicate:
- A parcel stuck at a transit depot
- A routing error in the GLS network
- A lost parcel (rare)
Contact us immediately with your tracking number — we will intervene directly with GLS to locate your parcel.
Yes, home delivery is available when ordering. Select the "Home delivery" option when choosing the delivery method in your cart.
For bulky items (bouncers, Moses baskets), home delivery is the default option.
Yes, we deliver to mainland France and many European Union countries. Delivery times and shipping costs vary by destination country.
For orders outside France, estimated delivery times and costs are displayed at checkout.
🌍 For international customers, tracking information and customer service are available in French and English.
Contact us within 48 hours of receipt specifying:
- Your order number
- The name or description of the missing part
- A photo of the package received (and delivery note if possible)
We will ship the missing part to you free of charge as soon as possible.
All our products benefit from the 2-year legal conformity guarantee (in accordance with French and European legislation), from the date of delivery.
Some products may benefit from an extended commercial warranty — check the relevant product page.
To report a warranty issue:
- Send an email to contact@bebe2luxe.fr
- Include your order number and a description of the problem
- Attach photos or a short video of the malfunction
Our after-sales team will reply within 24-48 working hours and guide you on next steps (part replacement, return, exchange…).
In the event of a confirmed conformity defect (breakdown, originally missing part, malfunction not related to misuse), return costs are covered by BEBE2LUXE.
We provide a prepaid return label. For bulky items, we arrange a home collection.
⚠️ Returns made without prior agreement from our after-sales team cannot be processed. Always contact us before sending back an item.
Once the return is received and verified:
- Exchange / product resend: shipped within 3-5 working days
- Refund: processed within 5-10 working days (bank processing time included)
You will receive an email confirmation at each step.
Bouncers & Swings
This depends on the model. The majority of our electric bouncers and swings run on mains power only (via included adapter). Some recent models also offer a built-in rechargeable battery option.
- Alpha, Emy, Ava, Veluto — mains only
- Louna 4-in-1 — mains only
- Splity — check the product page for your model
Battery life (when available) is shown on the product page. If in doubt, contact our customer service with your product reference.
Each model has its own specifications. It is important not to use a non-approved adapter, as this can damage the product and void the warranty.
To find the exact voltage and connector for your model, go to the corresponding product page or contact us with your reference (e.g. Alpha, Ava, Louna…).
⚠️ An unsuitable adapter can cause overheating. Never use a generic charger not supplied with the product.
If your adapter shows signs of damage (burn marks, smell, damaged cable), stop using it immediately.
You can order a replacement adapter via:
- Our online store (Spare parts & accessories section)
- Our after-sales service if the product is still under warranty
We recommend using a NF-certified extension cable of adequate cross-section (minimum 1.5 mm²). Do not use cheap power strips without a built-in fuse.
However, do not extend the low-voltage cable (between the adapter and the product) — this cable is specific and must not be modified.
Before contacting after-sales, try these steps:
- Check the connection — is the adapter properly plugged in on both sides?
- Reset the product — unplug for 30 seconds, plug back in and restart
- Check the weight — does the baby exceed the maximum allowed weight?
📹 If the problem persists, film the malfunction and send the video to our after-sales team — this considerably speeds up the diagnosis.
The pairing procedure varies by model. In general:
- Download the app indicated in the manual
- Enable Bluetooth on your phone
- Put the product in pairing mode (usually a long press on the power button)
- Follow the instructions in the app
If pairing fails, reset the product and start the procedure again from the beginning.
An automatic stop can be caused by:
- A timer mode activated (some models stop automatically after X minutes)
- An excessive weight that triggers the motor safety
- An overheated adapter (check its temperature)
- A contact issue at the connector
Check the manual for timer settings. If the problem persists, contact our after-sales team.
First check:
- Is the volume not set to minimum (volume button on the product or app)?
- Is silent mode activated?
- Try resetting the product (unplug for 30s)
If the speaker is physically damaged, contact our after-sales team — a repair or replacement can be arranged under warranty.
This depends on the model and position of use. As a general rule:
- Bouncers and swings in reclined position: from birth
- Seated position (high chair): from 6 months minimum, when baby can sit unaided
⚠️ Never leave an infant unsupervised in a bouncer or swing. The semi-reclined position is not suitable for prolonged sleep.
The harness type varies by model and position of use:
- 5-point harness (shoulders + hips + crotch) — on models with seated position (high chair) and some bouncers
- 3-point harness — on some swing models
The detail is specified on each product page. If in doubt, contact us with your product reference.
Each product has its own weight limits, indicated in the manual and on the product page. Some common examples:
- Electric swings: 9 kg
- Bouncers: generally 9 kg
- High chair position: generally 15 to 18 kg
⚠️ Exceeding the maximum weight may damage the product and presents a safety risk. Do not use if the weight limit has been reached.
LOUNA
The problem often comes from the SEAT / SWING button located under the product.
- Check that the SEAT / SWING button is correctly set to the desired mode
- In SEAT position, rocking is disabled — switch to SWING to activate the rocking motion
The exact location of the button is shown in the user manual provided with the product.
The Louna 4-in-1 can be used as:
- 🛏️ Moses basket / cradle (from birth)
- 🪑 Bouncer / electric swing
- 🍽️ High chair (from 6 months)
- 🪑 Recliner
Switching from one mode to another requires a few simple adjustments (recline, harness). The full procedure is in the manual or available on our website.
📺 Assembly video tutorial: Watch on YouTube
Dimensions vary by model. The most common sizes in our range:
- 80 × 50 cm — standard co-sleeping format
- 76 × 38 cm — Moses basket / carrycot format
- 75 × 36 cm — Louna
The exact dimension is shown on the product page and in the user manual provided.
In the vast majority of cases, the mattress is included in the box. The exact box contents are specified on each product page.
If you need a replacement mattress or mattress protector, contact us with your product reference.
Our mattresses are made of polyurethane foam compliant with European safety standards (EN 1130 for cradles).
💡 For any questions related to specific allergies, contact us — we will send you the material technical data sheet for the mattress.
Strollers
OKTO — compact and comfortable, suitable from birth up to 15 kg thanks to adjustable recline from 100° to 170°.
PIKO — ultra stylish and ultra lightweight (4.9 kg), suitable from 6 months up to 15 kg. Ultra-compact fold: 24 cm × 39 cm × 43 cm.
Find the full comparison and product pages on our Strollers page.
Folding and disassembly instructions are detailed in the manual provided with the product. If you have lost the manual:
- Video tutorials are available on our YouTube channel
- Contact our customer service to receive the manual by email
OKTO — suitable from birth thanks to the adjustable recline up to 170° (near-flat position). Suitable up to 15 kg.
PIKO — suitable from 6 months (when baby can sit unaided). Suitable up to 15 kg.
Full specifications available on each product page on bebe2luxe.fr.
Spare Parts & Maintenance
Yes, most common spare parts are available in our shop:
- Replacement covers and fabric inserts
- Remote controls
- Chargers and adapters
- Frames and structures
- Motherboards / motors (on request from customer service)
Search for your model in the "Spare Parts" section on bebe2luxe.fr or contact us to check the availability of a specific part.
Cross-generation compatibility is not guaranteed — dimensions and connectors may vary from one version to another.
To check part compatibility, let us know:
- The product reference (e.g. Alpha v2, Emy 2024…)
- The reference or description of the part you're looking for
Our team will confirm compatibility before any order is placed.
Yes, we offer replacement covers for the majority of our current models, including older versions. Availability varies depending on the model.
Send us the exact reference of your product — we'll check our stock and let you know the available options.
The majority of our covers are removable and machine washable. Instructions:
- Remove the cover by unclipping the fasteners (depending on model: velcro, clips, press studs)
- Machine wash at 30°C maximum, delicate cycle
- Do not use a tumble dryer — air dry only
- Do not iron directly on plastic parts or embroidery
⚠️ Some covers have a label with specific washing instructions — check it before washing.
The manual is included in the box at delivery. If you've lost it:
- Contact us at contact@bebe2luxe.fr with your product reference — we'll send you the PDF by email
- Some manuals are also available for download on the product page
Contact & FAQ
Find answers to our most frequently asked questions below
Orders & Customer Service
First, check the delivery times shown on your order's product page.
To track your order in real time, check your order history.
Once dispatched, you'll receive SMS/email notifications. If the carrier encounters a problem, you'll automatically receive a notification with a link and alternatives.
This sometimes happens with GLS. Here are the immediate checks:
- Check with your neighbours or building concierge
- Check for a delivery card in your letterbox
- Check the nearest GLS pickup point to your address
- Could the parcel have been returned to sender? (check GLS tracking)
If the parcel is still missing after 24h, contact us: we open an investigation with GLS and find a solution (refund or resend).
Your invoice is automatically generated and appears in your customer account on bebe2luxe.fr.
Log in to your account, go to "Order History" — the invoice can be downloaded directly from each order.
We accept returns within 30 days of receipt, only in new condition, without signs of use and in the original packaging.
- Return shipping costs are at the customer's expense (carrier of your choice)
- Return address: KANDK, Traverse de la Bastidonne, 13400 AUBAGNE, France
- A document to fill in must be placed in the parcel — available on request
Once received and verified, we will proceed with a full refund (product + original shipping costs). Return shipping costs remain at the customer's expense.
Our team is available Monday to Friday, 10am–11am and 1pm–3pm, except Wednesday.
📞 04 42 40 71 24
A parcel with no scan for more than 3 working days is abnormal. This may indicate:
- A parcel stuck at a transit depot
- A routing error in the GLS network
- A lost parcel (rare)
Contact us immediately with your tracking number — we will intervene directly with GLS to locate your parcel.
Yes, home delivery is available when ordering. Select the "Home delivery" option when choosing the delivery method in your cart.
For bulky items (bouncers, Moses baskets), home delivery is the default option.
Yes, we deliver to mainland France and many European Union countries. Delivery times and shipping costs vary by destination country.
For orders outside France, estimated delivery times and costs are displayed at checkout.
Contact us within 48 hours of receipt specifying:
- Your order number
- The name or description of the missing part
- A photo of the package received (and delivery note if possible)
We will ship the missing part to you free of charge as soon as possible.
All our products benefit from the 2-year legal conformity guarantee (in accordance with French and European legislation), from the date of delivery.
Some products may benefit from an extended commercial warranty — check the relevant product page.
To report a warranty issue:
- Send an email to contact@bebe2luxe.fr
- Include your order number and a description of the problem
- Attach photos or a short video of the malfunction
Our after-sales team will reply within 24-48 working hours and guide you on next steps (part replacement, return, exchange…).
In the event of a confirmed conformity defect (breakdown, originally missing part, malfunction not related to misuse), return costs are covered by BEBE2LUXE.
We provide a prepaid return label. For bulky items, we arrange a home collection.
Once the return is received and verified:
- Exchange / product resend: shipped within 3-5 working days
- Refund: processed within 5-10 working days (bank processing time included)
You will receive an email confirmation at each step.
Bouncers & Swings
This depends on the model. The majority of our electric bouncers and swings run on mains power only (via included adapter). Some recent models also offer a built-in rechargeable battery option.
- Alpha, Emy, Ava, Veluto — mains only
- Louna 4-in-1 — mains only
- Splity — check the product page for your model
Each model has its own specifications. It is important not to use a non-approved adapter, as this can damage the product and void the warranty.
To find the exact voltage and connector for your model, go to the corresponding product page or contact us with your reference (e.g. Alpha, Ava, Louna…).
If your adapter shows signs of damage (burn marks, smell, damaged cable), stop using it immediately.
You can order a replacement adapter via:
- Our online store (Spare parts & accessories section)
- Our after-sales service if the product is still under warranty
We recommend using a NF-certified extension cable of adequate cross-section (minimum 1.5 mm²). Do not use cheap power strips without a built-in fuse.
However, do not extend the low-voltage cable (between the adapter and the product) — this cable is specific and must not be modified.
Before contacting after-sales, try these steps:
- Check the connection — is the adapter properly plugged in on both sides?
- Reset the product — unplug for 30 seconds, plug back in and restart
- Check the weight — does the baby exceed the maximum allowed weight?
The pairing procedure varies by model. In general:
- Download the app indicated in the manual
- Enable Bluetooth on your phone
- Put the product in pairing mode (usually a long press on the power button)
- Follow the instructions in the app
If pairing fails, reset the product and start the procedure again from the beginning.
An automatic stop can be caused by:
- A timer mode activated (some models stop automatically after X minutes)
- An excessive weight that triggers the motor safety
- An overheated adapter (check its temperature)
- A contact issue at the connector
Check the manual for timer settings. If the problem persists, contact our after-sales team.
First check:
- Is the volume not set to minimum (volume button on the product or app)?
- Is silent mode activated?
- Try resetting the product (unplug for 30s)
If the speaker is physically damaged, contact our after-sales team — a repair or replacement can be arranged under warranty.
This depends on the model and position of use. As a general rule:
- Bouncers and swings in reclined position: from birth
- Seated position (high chair): from 6 months minimum, when baby can sit unaided
The harness type varies by model and position of use:
- 5-point harness (shoulders + hips + crotch) — on models with seated position (high chair) and some bouncers
- 3-point harness — on some swing models
The detail is specified on each product page. If in doubt, contact us with your product reference.
Each product has its own weight limits, indicated in the manual and on the product page. Some common examples:
- Electric swings: 9 kg
- Bouncers: generally 9 kg
- High chair position: generally 15 to 18 kg
LOUNA
The problem often comes from the SEAT / SWING button located under the product.
- Check that the SEAT / SWING button is correctly set to the desired mode
- In SEAT position, rocking is disabled — switch to SWING to activate the rocking motion
The Louna 4-in-1 can be used as:
- 🛏️ Moses basket / cradle (from birth)
- 🪑 Bouncer / electric swing
- 🍽️ High chair (from 6 months)
- 🪑 Recliner
Switching from one mode to another requires a few simple adjustments (recline, harness). The full procedure is in the manual or available on our website.
Dimensions vary by model. The most common sizes in our range:
- 80 × 50 cm — standard co-sleeping format
- 76 × 38 cm — Moses basket / carrycot format
- 75 × 36 cm — Louna
The exact dimension is shown on the product page and in the user manual provided.
In the vast majority of cases, the mattress is included in the box. The exact box contents are specified on each product page.
If you need a replacement mattress or mattress protector, contact us with your product reference.
Our mattresses are made of polyurethane foam compliant with European safety standards (EN 1130 for cradles).
Strollers
OKTO — compact and comfortable, suitable from birth up to 15 kg thanks to adjustable recline from 100° to 170°.
PIKO — ultra stylish and ultra lightweight (4.9 kg), suitable from 6 months up to 15 kg. Ultra-compact fold: 24 cm × 39 cm × 43 cm.
Folding and disassembly instructions are detailed in the manual provided with the product. If you have lost the manual:
- Video tutorials are available on our YouTube channel
- Contact our customer service to receive the manual by email
OKTO — suitable from birth thanks to the adjustable recline up to 170° (near-flat position). Suitable up to 15 kg.
PIKO — suitable from 6 months (when baby can sit unaided). Suitable up to 15 kg.
Spare Parts & Maintenance
Yes, most common spare parts are available in our shop:
- Replacement covers and fabric inserts
- Remote controls
- Chargers and adapters
- Frames and structures
- Motherboards / motors (on request from customer service)
Cross-generation compatibility is not guaranteed — dimensions and connectors may vary from one version to another.
To check part compatibility, let us know:
- The product reference (e.g. Alpha v2, Emy 2024…)
- The reference or description of the part you're looking for
Our team will confirm compatibility before any order is placed.
Yes, we offer replacement covers for the majority of our current models, including older versions. Availability varies depending on the model.
The majority of our covers are removable and machine washable. Instructions:
- Remove the cover by unclipping the fasteners (depending on model: velcro, clips, press studs)
- Machine wash at 30°C maximum, delicate cycle
- Do not use a tumble dryer — air dry only
- Do not iron directly on plastic parts or embroidery
The manual is included in the box at delivery. If you've lost it:
- Contact us at contact@bebe2luxe.fr with your product reference — we'll send you the PDF by email
- Some manuals are also available for download on the product page