Orders, Delivery & Returns
How to Order
Our product categories are listed down the left hand side of the screen, you can browse through the categories to find what you are looking for, or you can use the "search" facility.
To place an order, click on "Add to Basket", you will then be taken to the Shopping Basket page where you can update quantities, continue shopping or check-out.
If you would like to view your current order at any time, click on the "My Order" link at the top of each page. From here you can amend your order before proceeding to checkout.
You will then be given the option to create an account (for faster check-out next time), to use an existing account, or to check-out without creating an account.
If you have any difficulties with the ordering process, please email us.
Please note: when you place an order with us, the website will automatically (and usually immediately) send you an order confirmation email. If you do not receive this email, please get in touch as soon as possible, as it could mean that your order has not been completed.
We can accept payment via the following methods:
- Direct Bank Transfer (BACS)*
- Paypal (no paypal account required, but checkout is faster if you do have an account)
- Credit or debit card (through Paypal)**
- Cash (for local collection in person only)
* Should you wish to pay via bank transfer, please note that your order will not be dispatched until payment has cleared. Payment should be received within 2 working days of order date, otherwise your order will be cancelled. Please email us if you are unable to pay within 2 working days, or if you have any problems paying.
For overseas bank transfers, please get in touch and we will send the relevant codes and information required. For bank transfers from bank accounts outside of the UK, we require the payment to be made in £GBP otherwise an additional fee of £25 will be charged. We can also accept (fee free) overseas bank payments via TransferWise.
** To pay by credit or debit card, select Paypal payment, and when the Paypal screen loads, select 'Pay with Debit or Credit Card' - Paypal will act as the card merchant and you will be able to enter your card details and billing information without logging into a Paypal account. If you don't receive this option, you can log-in to Paypal, scroll down to "Pay With" and click on "change" . . . in here you can add your credit/debit card details.
Don't have a Paypal account? Feel free to complete your order through Bank Transfer, then email us to let us know you would prefer to pay by card. We will then send a Paypal invoice which will include a link to pay by card.
*** Should you wish to pay via cheque, please note that your order will not be dispatched until the payment has cleared (normally 5-7 working days). Cheques should be received within 5 working days of the order being placed.
You will receive a confirmation email from us, acknowledging your order.
All orders will be posted the next working day after payment is received*.
The majority of our orders are posted via Royal Mail 48 (standard) and Royal Mail 24 (express), with larger orders mostly going via My Hermes, Collect Plus or other courier. UK postage rates are below:
£0.01 - £39.99
£2.45 to UK addresses
£3.50 to UK addresses
£40.00 - £59.99
FREE to UK only
£1.00 to UK addresses
|£60.00- £99.99||FREE to UK only||
£2.00 to UK addresses
£100.00 - £249.99
FREE to UK only
£3.00 to UK addresses
|£250.00+||FREE to UK only||
Collection in person
FREE (collection from our base in Fife, Scotland only)
* Please note we are no longer able to dispatch orders on a Saturday, so orders received after 2.00pm on a Friday will be posted on Monday.
** Some larger/bulky orders may be posted via Courier, and the speed of service will correspond to the shipping option chosen. This may apply to products such as nappy buckets, laundry powders and disposable inserts. Free delivery for smaller orders will normally be via Royal Mail 48.
Please note that we are unable to send disposable nappy inserts via 1st class or to BFPO addresses at our standard postage rates. If you would like an express service, or need delivery to a BFPO address, please email us and we will check the postage costs for you.
We are also unable to send orders over 2kg in weight to Channel Islands at our standard rates, again please email for a postage price.
Should you require Recorded Delivery or Special Delivery, please email us prior to ordering and we will obtain a quote for you.
Please note that orders which qualify for free shipping are normally posted via standard mail/Royal Mail 48, with larger orders going via courier, so please bear this in mind when ordering. If you need your order quickly, we would be happy to upgrade to Royal Mail 24 or Special Delivery for a small charge.
We cannot be held responsible for any items which are lost or delayed in the postal system, see below for information on loss or damage.
If your package is returned to us due to refused delivery or non-collection, please note that we will apply a charge to cover postage costs (this will normally be the standard rate of delivery for your package).
Please note that we do not have standard international shipping rates, shipping costs are calculated on the weight and value of the package, and unfortunately we cannot offer free shipping outside of the UK. There are also some brands that we cannot sell outside of the UK, so we would advise that you contact us prior to ordering. Our website is unable to calculate overseas shipping prices, so we will need to do this manually for you.
* Please note we are unable to offer standard untracked shipping outside of the UK (as there is no insurance for loss or damage). We can only ship via a tracked or signed service, which means that one single nappy can cost over £10.00 in shipping.
During the checkout process, you will be prompted to send us an email for shipping information prior to completing your order (so that we can make you aware of the shipping costs before you commit to an order). In order for us to get an accurate shipping price, please let us know know what you are thinking of ordering (items/brands and exact quantities). You can either screenshot your shopping cart or email a list. If you are a returning overseas customer, and have an idea of the shipping costs, you may proceed without emailing for a shipping quote, we would then send an invoice for the shipping costs (plus goods total if appropriate).
We will provide a tracking number when the package has been dispatched and would advise you to check the status of your package within 1 week. If you miss delivery and the package is left at your local post delivery office but not collected soon afterwards, it could be returned to the UK. We cannot be held responsible for re-delivery costs if your order is returned to us due to non-collection.
We would also advise you to check for any customs fees or taxes that may apply when your package arrives in your destination country, and take this into account when placing your order. We cannot be held responsible for any customs, tax or import fees.
* Please note if you need to enquire about your package once it has arrived in your destination country, there is very little that we can do from the UK, and we would advise you to contact your local delivery office or appropriate courier service, with your tracking number, for updates. We will, of course, handle any loss or damage claims, but replacements or refunds will not be made until the claim has been accepted by Royal Mail (please refer to Postal Delay, Loss or Damage section for further information including Royal Mail timescales).
We want you to be delighted with your order, however please advise us as soon as possible if you are not completely satisfied.
Changed your mind? No problem, we will happily refund or exchange items returned within 14 working days from the date you receive the order. Items must be returned unwashed/unused, in original selling condition and original packaging/tags still attached where appropriate*. If you need to return an item, please email us to let us know, and we will send you a copy of our Returns Policy which has all the information you will need. Please note that we cannot reimburse return postage costs if the item is not faulty.
If you are returning (for a refund) part of an order where you qualified for free or discounted postage rates (orders over £40), and the return takes your order total below the free/discounted postage rate, this postage will no longer apply and we will need to charge for postage which would have applied. For example, if your original order total was £41 with free postage, but you returned £20 of goods, the postage rate for the items you kept would have been £2.45. The £2.45 postage cost would then be deducted from your refund. If you opt for an exchange and the replacement items take your total back over the free/discounted delivery threshold, then the charge will not apply :)
If you need to return your full order, we will refund the items but not the postage paid, unless you are returning the items within 14 days of receipt of your order. If you opted for any postage upgrade over the free delivery threshold (eg you qualified for free delivery but chose to pay £2 for Express Delivery), the upgrade cost will not be refunded.
* All items are inspected on return. If a returned item is found to have been used/washed or is missing tags or packaging, we will be unable to offer a full refund. Please also note that items found to have an odour of cooking smells, cigarette smoke or pet hair/odour will also be exempt from return, so please be mindful of where you store your items at home while you decide whether to keep or return.
Received the wrong item? We are only human, and mistakes (although rare) can sometimes happen. Please let us know of any problems within 14days of receipt of your package, so that we can promptly rectify the mistake. Where the error lies with us, we will cover your return postage and packaging for the item, and the correct item (where available) will be posted to you for free.
For overseas shipping addresses, we will cover your return postage and packaging, but will likely offer a refund rather than replacement.
* If you are overseas and use a UK forwarding address, we can only cover returns postage at the UK rates. We will also likely offer a refund rather than replacement.
We do thoroughly inspect returned items, so please be aware that if you do return washed items, we will be able to tell. If your return is rejected, we will invoice you for postage costs to return the item/s to you. The same applies for items missing their tags/intact packaging/not in new condition, or with strong food/smoke/household odours.
** Please note that, due to hygiene reasons, we cannot accept return of skincare or laundry products unless faulty.
Should you require to return a faulty item, please email us with the details and we will advise the steps to be taken. If an item arrives with a fault, prior to using, then please contact us within 30 days from the date of purchase. If an item develops a fault after use, we may ask for photographs to see if we can confirm that a fault has occurred. If it is not clear from photographs, we may ask you to return the item to us for inspection. If the item is found to be faulty after our inspection, then we will reimburse the cost of your postage to return the goods to us. If a fault has been confirmed, we will assess whether the item can be repaired. If the goods cannot be repaired satisfactorily, then we will arrange a replacement. If a repair or replacement is not possible, only then will we offer an exchange or refund. Faulty items can only be repaired/replaced or refunded if they have been used to the manufacturer's guidelines.
Where nappies are reported to be leaking or quickly wet through, there is often a simple solution, and this doesn't always mean that the nappy is faulty. We will always try to offer advice and assistance in the first instance.
We would advise that you select the correct postage method for returning items (ensuring that the package contents/value are fully insured in case of loss/damage, and a certificate of posting obtained). Please note that we do not have the facilities to provide a prepaid envelope for returns.
For overseas customers we will offer a refund rather than replacement.
Postal Delay, Loss or Damage
You should expect to receive your order within the following timescales:
- Express/Royal Mail 1st Class: Within 1-2 working days
- Standard/Royal Mail Second Class / My Hermes (including free delivery): within 3-4 days
- Airmail - Europe: 5-14 days
Should your order not arrive in the timescale expected, please email us to let us know. Please note these timescales are only a guide and are not guaranteed. For delivery to Europe, Royal Mail packages normally arrive in the designated country within 2-3 days, however delivery timescales within each country will depend on the overseas postal services.
Please note that Royal Mail do not class an item as lost until:
- UK: 15 working days after the delivery due date
- Europe: 20 working days after the delivery due date
- Outside Europe: 25 working days after the delivery due date
We will obtain a proof of posting for all orders. In the case of loss or delay, we will deal with the claim on your behalf, and will issue a refund once compensation has been received from Royal Mail. In both cases, Royal Mail will write to you to ask for confirmation that the package has not been received/has been delayed, and we ask that this confirmation is returned as soon as possible to avoid any delays with the claim.
If your package is lost or has any items missing or damaged, please inform us within 30 calendar days of receipt of your order, otherwise we will not be able to process your claim.
Please note that if you live overseas and are using a forwarding company to receive your mail, we will not be held responsible for any loss or damage to the package/contents after it has arrived at the UK forwarding address. Such issues would need to be raised with your mail forwarding company.
If we make any pricing errors on our site, we reserve the right to change the price of any product to the correct price at any time. We will notify you of the pricing error as soon as possible. If you have already paid for the order and the correct price is higher than the price you have paid, we will offer to sell you the product at the correct price. If the correct price is lower than the price you have paid, we will offer a part-refund.
Our Price Match promise means that if you find a product cheaper at another UK retailer, or have a discount code where you can buy it cheaper elsewhere, we will match that lower price or discount, including delivery.
In order to match the price for you, we will require the selected retailer's name, the brand, item name, colour/print and size, the web address, price and discount code if applicable. We will then create a discount code for you to use on our website, to match the price.
The Price Match products must be identical (i.e. same brand, item and colour/print), new and not damaged, and in stock on both the other website and our own. Please note we cannot price-match against Amazon, Ebay or any other auction/marketplace sites, Ocado, UK supermarkets, Ebay, Boots or private sellers. Price Match cannot be used in conjunction with any other Kingdom of Fluff promotion, discount or voucher offer. Price Match will not apply if the other retailer is in administration or closing down.
Price Match available until 31st December 2019. Some exclusions may apply, in particular some new release prints, special editions and items with very low availability.
** Our Price Match is suspended during Black Friday and Real Nappy Week sales **
We require to gather personal information from our customers in order to process orders. We will occasionally use this information to inform you of promotions or new products that we think may be of interest to you. If you would prefer not to receive this information, please let us know via email. We will never pass your details on to third parties.