Frequently Asked Questions
Q. How much is shipping?
A. Shipping charges can be found here
Q. Do you offer free shipping?
A. Orders over £60 are eligible for free Royal Mail shipping
Q. Which couriers do you use?
A. We mainly use Royal Mail and DPD. Very occasionally, if the order is not being sent from out main warehouse we may use Evri instead of Royal Mail.
Q. How long does shipping take?
A. Shipping times can be found within our shipping policy here. Please note that shipping times stated are a guide only. Once your order leaves our warehouse and is with the courier we have no control over the shipping time and are therefore unable to guarantee shipping times. We are unable to refund shipping costs if the shipping time takes longer than the time stated.
Q. Do you offer next day delivery?
A. Yes we do. We offer a next day service with DPD. Order before 1pm Monday-Friday for same day dispatch. Orders places after 1pm on Friday will be dispatched the following Monday. More details can be found here
Q. Do you offer international delivery?
A. We can provide shipping quotes for international locations. Although most of our products are very light in weight shipping costs to international locations are often based on volume. As changing mats are large in size this often means shipping to international locations is very expensive.
Q. Where is my order?
A. Once dispatched you will receive an email containing tracking information. You can track your order with this information. If you cannot find your tracking information contact email@example.com and remember to state your name and order number.
Q. It says my order has been delivered but I cannot find it?
A. Check with neighbours and any possible safe places. If you still cannot locate your parcel please email firstname.lastname@example.org. We will contact the courier and ask for their help to locate the parcel. Please allow up to 48 hours for an update, this is the timeframe set by the courier. Thank you for your patience.
Q. My order has arrived and is faulty. What do I do?
A. Please inspect your order as soon as you receive it. If you believe an item you have received contains a fault it should be reported within 48 hours of delivery.
If an item has arrived with a fault do not use it. The fault must be reported immediately so we can fix the problem. If you have chosen to use it despite the fault, it cannot then be returned.
Q. My order has arrived damaged. What do I do?
A. Please inspect your order as soon as you receive it. If you believe an item you have received has been damaged during transit it should be reported within 48 hours of delivery. All parcels are insured however we have a limited time (set by the courier) to report damage that has occurred during transit.
If your order has arrived damaged, do not throw the damaged item or packaging away. Take photos of the packaging and the damaged item(s). It is important to photograph any damaged outer packaging as well as damaged item(s) and also include a photo of the shipping label on the packaging.
Q. An item I ordered has developed a fault.
A. If an item you've ordered develops a genuine fault please contact email@example.com with pictures of the fault, your order number and as much information about the fault as possible.
Q. An item I ordered looks different to the image online.
A. We have made every effort to display as accurately as possible the colours and images of the products we carry and that appear on the website. However, due to inconsistencies of various monitors, lighting sources, digital photography and how each person percieves colour differently we cannot guarantee that the colour you see on your screen accurately portrays the true colour of the product once recieved. Screen images are intended as a guide only. If you'd like additional images of any product please email firstname.lastname@example.org and we'll do our best to help.
You can contact email@example.com if you feel the item you have recieved isn't covered by the above statement. Please include pictures and your order number.
Q. I have changed my mind and want to return my order.
A. If you have changed your mind about the item(s) you ordered or don't like it please follow our returns process which can be found here.
Q. Do you offer discounts for first time customers.
A. Yes! We offer 10% off for new customers when they sign up to our email list. The discount will apply to all full price items so you're not paying full price for any item in your first order. The discount won't apply to sale items or any items already on promotion.