Delivery & Returns Information


Delivery From £2.50

We ship FAST!  We have lots of delivery options for you to choose from. You'll be given the opportunity at checkout to choose your delivery method. The site will initially choose the most popular option which is tracked Royal Mail, as this is treated as priority post plus gives you tracking and and insures your delivery.

Sometimes when we come to pack an order, if it's unusually heavy, bulky or valuable, we reserve the right to upgrade your delivery method free of charge to another that's more secure. For example, we may upgrade your order from first class delivery to courier.

Courier Delivery Information UK

Our courier is DPD Local. They will email and/or text you with your one hour delivery slot so you'll know when you can expect your order to arrive. You can also track your parcel live online down to a 15 minute delivery window. Our courier is VERY reliable and is the safest and quickest option for your order. 

Dispatch Times

We are FAST, no dilly dallying around from us, COVID is not holding us back!  Orders are normally dispatched the same or next working day depending on the time you place your order. Our couriers and Royal Mail parcels are collected between 10.30am to 1pm.  If your order comes in after our collection has been your order will be dispatched the next day.

You will receive an automatic dispatch email when your order goes to our dispatch department. During our peak time such as Black Friday due to the sheer volume of orders your order may leave us a day later than normal but we try our hardest to avoid this. 

Monday to Friday are counted as working days.

Courier delivery is available for Saturday but you must choose this option at checkout before 11am Friday. Saturday courier delivery is expensive, we only charge what the courier company is charging to us.    Some areas such as Islands and parts of Scotland and Northern Ireland courier delivery will take 2-3 days rather than the standard next day mainland UK delivery.

If there is a known delay, or an item has sold out, this will be highlighted on the product page at the time of ordering and listed as a preorder. If you order more than we have in stock eg we have 1 in stock but you order 2 we can't dispatch your order.

If your order contains an item that is a preorder item your order will be held and sent when the preordered item is in stock.  If you need the other items quicker then please order in two separate orders.  Due to the cost of shipping for overseas orders we only ship when all items are in stock.

When you place your order, it helps us if you provide us with any fixed deadlines you need us to meet, as long as these are reasonable (an order placed at 7.00pm cannot be delivered at 9.00am the next day, for example.) we will do our very best to meet them.

Overseas Delivery:

We normally ship worldwide however Brexit has made overseas shipping significantly slower, more expensive and more complicated!  We are hoping to slowly reopen overseas shipping in February 2021.  Brexit will mean that you may have to pay import charges of customs duty, VAT and admin fees in your country before your parcel is delivered.  These charges will be applied by your country and not by us. As this time we are unable to advise how much these charges may be and you should check with your countries authorities for guidance.   If you do not pay any import charges due  on your delivery your parcel will be returned to us.  On it's return we will refund your order minus the original shipping cost and we will also deduct the cost of returning the parcel. The return shipping cost imposed by couriers can be significant and as a guide is often double the original delivery cost.

The cost of international shipping is based on the total weight of your order. The site will automatically calculate the fee based on the items in your basket. If you add or remove items the shipping cost will alter. At the checkout stage you'll be given various shipping options depending on your location. These will either by Airmail or Couriers.  We only send overseas parcels using fully tracked and insured options.

For the EU we are able to offer a DPD courier services which is very cost effective and these will show if available for your country. The courier is a flat price service and does not vary no matter how little or how much buy. This is often the cheapest method for large orders and the courier is also fully trackable.

We can also arrange courier delivery for countries outside the EU which are not covered by our normal courier. Please email us your order and we'll arrange some alternative courier quotes for you.

International customers please note:

Totsbots products cannot be sent to the following countries:

  • Australia
  • New Zealand
  • Belgium
  • Netherlands
  • Luxembourg
  • Norway
  • Denmark
  • Finland
  • Sweden
  • Spain
  • Germany
  • Austria
  • Switzerland
  • America
  • Israel

There will be a local distributer of these brands in your own country. If you are living overseas but are having your order sent to a friend or relative in the UK for forwarding onto you then this is fine. But you MUST provide the UK delivery address.

Returns & Refunds (exchanges are dealt with further down)

If your order has NOT been sent to our dispatch department we should be able to stop it if we can catch it before it's processed.  However our teams do process orders swiftly including outside of "normal" office hours. Once an order has been processed for dispatch unfortunately we are unable to stop it.   Please contact us as soon as possible if you want to try and stop an order and if we can we will.

For dispatched orders our refund policy is to accept returns of unused, unwashed goods in a resaleable condition within 30 days from the day you receive, (or a third party such as an onward shipper) receives physical possession of your complete order. Bespoke items are excluded from this policy and will not be refunded or exchanged. If your order completed before your baby was born, you have an extended return period of up to 30 days AFTER the birth of your baby. If claiming a refund based on 30 days from the birth of your baby, please enclose a copy of the baby's birth certificate for verification.

However for reasons of personal hygiene we are unable to offer an exchange or refund on the following products:
Menstrual Cups
Cloth Menstrual Pads
Fabric Tampons
Underwear including period pants

To exercise your right to cancel you must inform us of your decision via email, telephone or post at the details below. You can also electronically fill in and submit our cancellation form here.

The Nappy Lady Ltd
Unit C
Linsford Business Centre
Linsford Lane
GU16 6DL
Tel: 01252 372 266 (Monday to Friday, 9:30am - 2:00pm)

You are responsible for the cost of returning any goods and the risk of loss when returning them. We recommend that you send returns via insured tracked delivery or by a tracked and insured courier. You will need to make a claim for their value if they go missing. We can not be held responsible for any items returned to us that go missing in the post.

If you cancel or return your whole order within 14 days of delivery to you, we'll reimburse all payments received from you, including the cost of delivery to you but not the cost of returning items, however if you choose a delivery option other than the least expensive type of standard delivery offered by us then shipping won't be refunded. e.g. you choose a courier delivery rather than the cheaper second class option then shipping cost will not be refunded.

We may make a deduction from your refund for the loss of value of any goods supplied, if the loss is the result of unnecessary handling by you e.g you destroy the packaging of a product. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

We will make your refund without undue delay and not later than:

  1. 14 days after the day we receive back from you any goods supplied.
  2. If no goods supplied, 14 days after the day on which we are informed about your decision to cancel your order.

Please send your items back along with all your full details and what you'd like to exchange them for. If there is an additional balance to pay we will contact you on their arrive to arrange for the additional payment. If a refund is due this will be arranged in accordance with our refund policy above.

Postage Charges & Refunds

Where you are returning an item that was part of a larger order, we'll refund the item minus any postage costs that would have incurred had you not ordered the returned item in the first place. For example, if you qualified for cheaper or free postage by ordering this item but you return it and it takes you below the cheaper or free postage rate, postage would be taken off your refund.

Where you are returning an entire order we'll refund for the items but no delivery postage you paid unless you are returning the items within 14 days of completion of your order.  If you pay for any "upgrades" on postage over our free postage levels these additional postage "upgrades" will not be refunded. For example, your order qualifies for free delivery but you choose to pay for the upgrade to first class / courier this upgrade will not be refunded.

Used Items

If you have washed or used items (and we can EASILY tell by the way), you may be able to sell it through one of the baby forums, or in our facebook selling group or give it away through your local Freecycle initiative. If you return items that we reject for refund/exchange as they have clearly been used or washed, you will need to pay the cost of postage for returning them if you'd like them back. Otherwise we will donate them to nappy libraries or health visitors.

Faulty Goods & Consumer Rights Act 2015

We have very low fault rates on our items as we only buy from quality reliable suppliers but unfortunately faults ocassionally can still occur. If they do we'll do our best to get your problem rectified quickly.  Faulty goods can of course also be returned and we fully comply with the Consumer Rights Act 2015.   If goods are returned as faulty but we find that they are not faulty, we reserve the right not to reimburse the return postage costs.

Faulty Goods are deemed as manufacturing faults eg a popper came off. Manufacturing fault DOES NOT include wear and tear or excessive wear or tear of: fabrics, fastenings or elastics, not fitting, being outgrown, absorbency issues/leaks, stains, smells, damage due to incorrect washing, damage from washing machines, drying, storage or care of an item.

30 Day Right To Reject

If the item develops a fault within 30 days of delivery please contact us immediately at The Nappy Lady and we will either send you a paid return label or a replacement along with a paid return label. Any fault developing within 30days of deilvery you are entitled to a full refund. After 30 days you will not be legally entitled to a refund if your item develops a fault. Please see definition of Manufacturing Fault above.

From 30 days to 6 months after delivery

If you discover a manufacturing fault within 6 months we will presume it was there at the time of delivery unless we can prove otherwise.   Our manufacturers will require the item to be returned and inspected by them to ensure it's a genuine manufacturing fault and not through wear and tear or misuse - please see definition of Manufacturing Fault above. We will need to ask you for in-depth details on how you have used and cared for the product so this can be passed onto the manufacturer. If the item is deemed to have a manufacturing fault we will arrange with the manufacturer to repair or replace your item.  If a repair or replacement is not possible or the attempt at repair fails or the first replacement also turns out to be defective you also have a further right to reject the goods for a full or partial refund. No deduction can be made from a refund in the first 6 months following an unsuccessful attempt at repair or replacement. After 6months then a proportional part of the cost of the item will be deducted to cover use of the product. The proportional part is calcaulated based on the length of time a product is expected to last for example a birth to potty nappy is 24 months, a size 1 nappy 9months, a size 2 nappy 15months.

6 Months or More

After the first 6 months the burden is on the consumer to prove the product was faulty at the time of delivery. In practice, this may require some form of expert report or opinion. After 6 months then a proportional part of the cost of the item will be deducted to cover use of the product. The proportional part is calcaulated based on the length of time a product is expected to last for example a birth to potty nappy is 24months, a size 1 nappy 9months, a size 2 nappy 15 months. For example a birth to potty item has a problem after 10 months a refund would be price of item / 24months x 14 months of lost use.  Items being particially refunded will still need to be returned.

The Nappy Lady Returns Address:

The Nappy Lady Ltd
Unit C
Linsford Business Centre
Linsford Lane
GU16 6DL

None of this affects your statutory rights. Please feel free to ask any other questions you may have.

Saving The World One Nappy At A Time©