Shipping & Returns

Need to discuss your order?

The easiest way to get in touch with us is via our contact form - we will get back to you within 1 working day.


PAYMENT


Cloth Nappy Shop will accept cash, cheques backed by a cheque guarantee card, or any of the following credit or debit cards : MasterCard, Maestro, Visa, Delta, Visa Electron, Switch, Solo. For payment by UK cheque please allow an extra ten days for delivery.
           
Online payments are processed via Paypal, however,you do not need to have a Paypal account to use this facility, you can use your debit/credit card.This ensures that your payment is secure.
 
All goods sold by Cloth Nappy Shop remain the property of Cloth Nappy Shop until full payment has been received.

Goods will only be despatched once full payment has cleared. All prices on this site are inclusive of VAT where applicable.


ORDER PROCESSING & DELIVERY

We ship orders 51 weeks of the year, we take 1 week off in August and we may have the occasional long weekend but we will work longer hours in the lead up to and after these times to clear the backlog, where possible we will inform customers of this on our Stock News page.


We aim to fulfil orders within ten working days, most orders are fulfilled much sooner. In the event that we are unable to fulfil your order within the normal delivery period, we will contact you as soon as this is known.  

Please allow a little longer around public holidays as our couriers/suppliers do not work on such days.  We always work quickly to clear the backlog of orders after such holidays, but it can take up to 5 working days and you should allow 10 working days to receive your delivery.  If you do require your order urgently during this time please let us know in the additional information box when checking out and we will do our best to meet your request but are unable to guarantee this.

Please also allow extra time during Real Nappy Week as we experience a higher volume of orders and messages during this time, we do work longer hours in this week to keep up with demand.
 
Should you need your order urgently then please let us know and we will endeavour to arrange this, although we reserve the right to charge extra, for example, if you require next day delivery.

We will keep you informed of the progress of your order, initially via email, please check your junk email folder as occasionally emails can end up there. 

If possible please supply a mobile number when placing your order as we will text you if there is a query with your order, we have found this to be the quickest way to contact people and get a response.  We only use the information you provide to process your order and we will not use mobile telephone numbers or email addresses for marketing purposes.  If you wish to hear our news then please follow us on Twitter and Facebook.
 
Whilst every care is taken to ensure accuracy, prices and specifications are subject to change without notice. In the event that such changes occur we will advise you of this and offer you the option to withdraw your order or to select an alternative product.

Where possible current stock levels are displayed on the website, particularly in relation to colours and patterns, but this is not always possible, particularly for sets of nappies.  If an item becomes unavailable after confirmation of an order we will inform you of this via email/text and will offer you the option of selecting an alternative product or withdrawing your order, please check your junk folder as occasionally emails end there, again if you supply a mobile number we will text you.  We receive new stock several times a week so if a particular wrap colour/pattern is unavailable we should get more stock within a day or two.

RETURNS POLICY

If you are at all unhappy with the contents of your order on receipt, please contact us as soon as possible to allow us the opportunity to resolve the problem:

You must inspect all goods upon receipt and any damage in transit or shortages or mispicked products must be notified to Cloth Nappy Shop within 48 hours of receipt. No claims for damage in transit, mispicked items or shortages will be considered after this period.

Damaged Parcels
Thankfully such occurences are rare, but where goods have been damaged in transit, we will arrange for collection and offer you the choice of a replacement or refund at no extra cost to you. In circumstances where the packaging is clearly damaged on arrival, it would be helpful to us in resolving any problem if, when signing to accept delivery, you could write 'Box damaged' on the delivery record and please take a photograph of the damage as this will be required by the courier.

Where goods are found to be faulty or mispicked on receipt, we will arrange for collection and offer you the choice of a replacement or refund at no extra cost to you.


Mispicked Items
Washing goods will be deemed to be an acceptance of the product sent even if it was damaged in transit or mispicked, we will therefore only be able to exchange/refund if the product is faulty/damaged and covered by the manufactuer's warranty, please check that goods are the correct fabric/size/style before washing.

Unwanted goods

If you receive your order in good condition but you consider any item to be unsuitable, you may return it for a refund provided that you do so within 14 days of receipt and the item is returned in its original saleable condition and in its original packaging. In these circumstances you will be responsible for meeting the full cost of the return postage, including the appropriate insurance. An exchange is also possible, but we reserve the right to charge postage for sending out a replacement and we will always charge postage where the parcel has to be sent via courier (this applies to both international and UK orders).
 
Faulty Goods
Products are covered by the manufacturer's own guarantee/warranty, if you have a problem with an item then please get in touch and we will get it resolved as quickly as possible.  Warranty timescales can vary from manufacturer, but are typically 3-6 months from date of purchase, although we understand that you may buy nappies before baby arrives or you may order size 2 at the same time as size 1, in these cases we will offer a degree of flexibility and will take into account your baby's date of birth and when you started to use them.

We do not offer any guarantee that nappies will last more than one child, we hope that they will but how and how often nappies are washed will have an impact on their longevity.

Replacements will be sent to the original order shipping address, if you require items to be sent to an alternative address there may be a postage cost to pay if the cost of shipping is higher than it would be to the original address (for example, if the new address is overseas).

MAIL ORDER CHARGES
 
UK

Delivery is FREE for all orders within the United Kingdom (excluding Channel Islands - small packets may be sent free of charge, but we do have to charge for larger parcels as unfortunately our courier does not deliver to the Channel Islands and we have to use Royal Mail for all orders, please contact us for details).
 
All orders will be despatched on a working day, small packets may be sent via Royal Mail, larger packets and parcels will be sent by courier. If you have a safe place to leave parcels please put this in the additional information and we will add it to the delivery label.

For small orders sent via Royal Mail we may have to remove packaging in order to comply with Royal Mail's parcel sizes (for example, boosters, breast pads and washable wipes will have the ribbon removed holding them together so that they can be placed side by side in the mailbag).  This will not affect the product in anyway or deem it to be used.

We despatch orders as quickly as possible, usually within 1-2 working days and delivery is usually within 3-5 working days of the order being despatched, but please allow up to 15 working days - we will notify you if there is going to be a delay in excess of 10 days and give you the option to withdraw your order (this is extremely rare).  Orders may be sent directly from our suppliers to avoid delays (you will receive their shipping notes with your order). 

If you need your parcel urgently then we can upgrade your delivery (charges apply for this).

Please allow a little longer during busy periods such as Christmas, we despatch our orders as quickly as possible but our couriers/Royal Mail may take a bit longer to deliver - again if you need something quickly we can arrange this for an extra charge.

Cloth Nappy Shop reserve the right to charge postage to redeliver a parcel if it is returned as undelivered.
           
Overseas

We are happy to ship overseas, please contact us for details.  Postage will be charged at cost price to Cloth Nappy Shop, postage is based on the weight of the product and extra insurance may be required.

Cloth Nappy Shop Is not responsible for any local taxes that may be payable. 

Collection

You may collect or arrange your own courier, however, collections are by appointment only and goods are only released once payment has been received.  Once good have been collected Cloth Nappy Shop is not responsible for any loss/damage to the goods in transit.

 

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