Delivery & Returns Information
We have lots of delivery options for you to choose from. You'll be given the opportunity at checkout to choose your delivery method or option, and the site will automatically choose the cheapest option for you initially. 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.
- Orders up to and including £30.00 - £1.99 Second Class or you can upgrade to a quicker delivery option
- Orders £30.00 to £99.99 - FREE Second Class or you can upgrade to a quicker delivery option
- Orders £100.00 to £149.99 - Free First Class or you can upgrade to Recorded Delivery or Next Day Courier
- Orders £150.00 and over - Free First Class Recorded or you can upgrade to our Courier Service
- Orders £180.00 and over - Free Next Working Day Courier
Our courier is DPD. 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.
Because of the costs involved, we reserve the right to make an additional charge if a parcel is returned to us uncollected, not deliverable or delivery is refused. Additional delivery costs will be charged on top of any return fee if a parcel has to be sent out a second time.
Orders are normally dispatched the same or next working day. You will receive an automatic dispatch email when your order goes to our dispatch department.
Our final post collection is 11:50am and our courier normally collects around 1:00pm, so we can dispatch orders on a week day. If you need something urgently please phone so we can confirm if there's still time to get it out to you that day. We'll do everything we can to help.
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. You can always call us for an immediate answer as to what's in stock or when an item's it's due back in stock on 01252 725 479.
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. If the outstanding/preorder item is only a small and non essential part of your order we would normally ship the rest of your products and the delayed item will follow on. For overseas orders however we DO NOT ship until it is all in stock and will ship in one parcel.
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 also ship worldwide. 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 options of 'International Signed For' and, for some countries, the quicker and fully trackable 'Airsure' service. These are airmail services not couriers. For the EU we are able to offer a courier services and these will show if available for your country.
We no longer offer Airmail non-tracked services due to the risk of missing untrackable parcels. For many EU countries we also automatically offer a courier service via Interlink which is very cost effective. The courier is a flat price service and does not vary no matter how little or how much you buy. This is often the cheapest method for large orders, the courier is also fully trackable too.
If your destination is not listed, please contact us for a postage quote. 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:
We cannot send to the USA or Canada at all. Sorry.
Totsbots products cannot be sent to the following countries:
- New Zealand
If you place an order for Totsbots products to be delivered to any of these countries your order will be cancelled and refunded. 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 & Exchanges
If your order has not been dispatched, we'll be able to cancel and refund at any point. Please contact us as soon as possible, ideally by phone to arrange this. 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 other than a carrier 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.
To exercise your right to cancel you must inform us of your decision via post, email or telephone at:
The Nappy Lady Ltd 18 Enterprise Estate
Station Road West
Tel: 01252 372 266 (Monday to Friday, 9:15am - 2:30pm)
You can also electronically fill in and submit our cancellation form here. If you use this option we will communicate an acknowledgement of receipt of such a cancellation via email. If your order has not been dispatched, we STRONGLY recommend you phone instead of using the form as we do dispatch rapidly and constantly throughout the day.
You are responsible for the cost of return of any goods and the risk of loss when returning them. We recommend that you send returns via insured recorded 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 a courier parcel is sent back to us as uncollected/undeliverable we are charged £20 for the return to sender service which we will pass on and will come out of your refund.
If you cancel or return your whole order, we'll reimburse all payments received from you, including the cost of delivery, however if you choose a delivery other than the least expensive type of standard delivery offered by us. For example, your order qualifies for free delivery but you choose to pay for an upgrade to first class or courier, this upgrade will not be refunded.
We may make a deduction from the reimbursement for the loss of value of any goods supplied, if the loss is the result of unnecessary handling by you. 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 the reimbursement without undue delay and not later than:
- 14 days after the day we receive back from you any goods supplied.
- 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 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.
If you have washed or used items (and we can EASILY tell by the way - first thing we do is SNIFF!), 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 to them if you'd like them back. Otherwise we will donate them to nappy libraries or health visitors.
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 postage.
Faulty Goods are deemed as manufacturing faults eg a popper came off. Manufacturing fault DOES NOT include wear and 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 24months, a size 1 nappy 9months.
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. For example a birth to potty item has a problem after 10month a refund would be price of item / 24months x how many months use you should have had left.
Bumgenius and Totsbots Guarantee
Bumgenius and Totsbots both offer a 1 year guarantee against manufacturing faults (see definition above). The 1 year guarantee starts from when the item was purchased, not first used. If you have one of these brands, and you believe you have an item with a manufacturing fault, you will need to contact us with details and photos of the fault. We will confirm your purchase date from our records. Normally you need to send the item for inspection and you will need to first return the item to us at The Nappy Lady. Product inspection can take up to 8 weeks.
You are responsible for the cost of return of any goods and the risk of loss when returning them. We recommend that you send returns via insured recorded delivery or by a tracked and insured courier. We will then securely send the item onto the manufacturer along with copies of your order receipts. The final decision lies with the manufacturer if it meets the manufacturing guarantee. Wear and tear, absorbency issues/leaking nappies, nappies not fitting, worn out/unsticking velcro are not covered by the manufacturing guarantee. If following inspection items are found to be not faulty or covered by manufacturers warranty you will be responsible for the cost of returning the nappies back to you. This cost will be between £5-£10 for the UK for a courier service overseas costs will be higher. If you do not wish to pay for your goods to be returned to you we will destroy them locally.
If goods are returned as faulty but we find that they are not faulty, we reserve the right not to reimburse the postage. Please call or email to discuss before returning faulty products as some suppliers ask for faulty items to go back direct to them and some suppliers only need to see a photo.
Bambino Mio Guarantee
Bambino Mio offer a 1 year guarantee against manufacturing faults (see definition above). The 1 year guarantee starts from when the item was purchased, not first used. Bambino Mio will exchange directly any products covered by it's 1 year guarantee which they consider as faulty and have been cared for correctly and deemed not to have experienced problems due to general use. To quality for the the Bambino Mio guarantee products must be purchases from an approved retailers (The Nappy Lady is an approved retailer). Customers must provide a proof of purchase, you can download a copy of your orders from your account on our website. Bambino Mio produce high quality nappies and they normally find problems are due to incorrect use rather than manufacturing faults so they will help you with your products to get them working in the first instance and only replace if appropriate.
Our Returns Address:
The Nappy Lady Ltd
18 Enterprise Estate
Station Road West
None of this affects your statutory rights. Please feel free to ask any other questions you may have.