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Delivery & Postage Costs

 

UK Deliveries

Postage and packing to all UK addresses £2.45, and free postage for orders over £40.

From time to time we may run special postage offers, and postage is free to local customers wishing to collect (or if passing we deliver anyway) - please select the drop down at checkout.

We also offer a First Class Recorded service £4.95. Delivery is usually 1-2 days, but this isn't guaranteed. Parcels over £75 in value or 2kg in weight may go by courier or Special Delivery or other signed for service when you select this option.

NEXT DAY DELIVERY

If you prefer next day delivery (by Parcelforce/DHL or Royal Mail Special Delivery or Parcelforce depending on weight and destination), this is at a cost of £7.50. Please select if you would like to use this service, and telephone to confirm we have your order in stock and are able to do this (leave a message).

Most of our orders are despatched by Royal Mail, larger or heavier orders may be sent by either DHL or Parcelforce depending on destination.

 

EU and mainland Europe

Postage & Packing charges for EEC deliveries outside of UK

orders up to £25 postage and packing is £3.95,

orders £25 to £60 postage and packing is £5.95,

orders £60 to £100 postage and packing is £8.95,

orders £100 to £150 postage and packing is £12.00,

orders £150 to £200 postage and packing is £17.50,

orders £200 to £300 postage and packing is £22.95

orders £300 to £400 postage and packing is £27.95

orders over £400 postage and packing is FREE

OTHER COUNTRIES

We can ship to Australia, Japan, New Zealand, Singapore and South Africa - please select destination at checkout and the rates will be calculated automatically as follows . Please note product restrictions below

up to £20= £5.95,

up to £50= £12.50,

up to £100= £22.50,

up to £150=£32.50,

up to £200=£44.00,

up to £250=£52.50,

up to £300=£60,

over £300=£75.00,

For all other overseas destinations please ask for a quotation. We are sorry we cannot ship to USA or Canada.

Please note under the terms of our distributors we cannot ship BumGenius, Motherease, Tots Bots outside of UK, nor are we able to ship Nappy Buckets or Buc-Kits outside of UK

BFPO & Northern Ireland and Channel Islands are charged as UK rates.

 

Delivery Timetable

When you place your order you should automatically receive a confirmation of order email. However if you have supplied an incorrect or non existent email this will not happen!

We generally find we pack orders placed by 11am ready for same day despatch, although sometimes, at busy times, we can take up to 2-3 working* days. Unlike many nappy companies, we try to keep all the 2500 or so different items listed on our web site as stock items and are usually physically on our shelves, or if we have run out, are normally already on order and imminently expected from our suppliers. This means that generally we are able to despatch 90% of our orders within this time frame. If we are out of stock of an item we try to email or phone to let you know and can either offer an alternative, hold the order or part ship as required. If we part ship an order there is no additional postal cost to you.. Just occasionally due to circumstances beyond our control we may find our supplier cannot supply the goods during the time frame we expect, and we will endevour to let you know.. Sometimes this means there is no 'buy' button against the product - this means we are out of stock and we do not have a confirmed date of delivery yet, but if you email us we can advise when we will expect to have stock.

When we despatch your order, we send a confirmation of despatch email. We would normally expect UK delivery within 2-3 working* days of your despatch email - please be aware that we can despatch orders at odd hours of the day or night and orders despatched after 3pm (note time of despatch email) may not necessarily have left with that days post.

* Working days are Monday to Friday excluding Bank Holidays - we do sometimes work evening, bank holidays and weekends but that is because we offer a very flexible working opportunity to our staff, all of whom are mothers of school children (they were of course once cloth nappied babies!) Please also be aware that some days, especially towards the end of the week we may be packing orders literally as they come in, so if you're trying to time a delivery for when you are in it may be best to put a note as to when you want it delivered as you checkout, or give us a call.. If you are going on holiday please do not presume that delivery won't happen next day but advise us - we can delay despatch till you are back or deliver to a neighbour! Likewise if you are out at work all day it might be prudent for us to deliver to your work address, or if you are a busy person and out a lot we can deliver to a neighbour, a friend or relative. You can do this by selecting and entering an alternate delivery address.

 

Packaging

Where possible we re-use other packaging in order to ship your goods. In 14 years of trading we have never bought any packaging material other than the grey or purple biodegradable plastic courier bags we use, despite selling many items of toiletries a month! This does mean from time to time you may find we've utilised your cloth nappies as packaging to protect your toiletries in transit. Pins or Nappi Nippas may be tucked into the packaging of your nappies. Please unroll and unpack your items with care!

 

RETURNS POLICY

We understand you will want to look at your purchases at home before finally deciding on them. Often you may make your purchases some time before the arrival of your baby, or you may simply be bogged down with too much 'baby stuff' to make a decision immediately. Therefore we have a very flexible returns policy.

Aside from the requirements of the Consumer Contracts (previously Distance Selling) Regulations 2014, where you have the right to cancel your contract for a full refund (inclusive of any postage paid) within 7 days, we will replace or refund any item provided it is in unused and unwashed condition complete with any original packaging within 3 months of your order, or longer at our discretion provided the manufacturer has not changed the product specification or colour since your purchase. The item must be in a resellable condition

Please note we cannot accept back any unused items that have been washed, even if only washed once and not used, or, for hygiene reasons, any toiletries unless faulty. If you are doubtful about any of your purchases we suggest you wash just one nappy to try initially before washing the rest.

To return items please send them to

Twinkle Twinkle

Unit 5 Headley Park Nine

Headley Road East

Woodley

Reading

RG5 4SQ

Please include your name and address, original order number (see you confirmation emails or top right of your invoice), a list of the items being returned and the reason for return. If you need an exchange, please detail the item(s) you'd like instead, and if necessary enclose payment or payment details, cheques should be payable to Twinkle Twinkle. Should you require further or additional items to replace those being sent back - you may for instance simply require a different size nappy or swap a wrap for a nappy - please note we do not charge any further postage for sending the extra or replacement items out.

Make sure you package your items well and include a return address on the exterior of your package. When posting, take it to your Post Office, we recommend obtaining a certificate of posting for all parcels, and if your order is over £28 in value you may wish to split in to more than one parcel or send Special Delivery or if heavy as a Standard Parcel in order to obtain maximum compensation in the event of loss.

We process returns generally on a twice weekly basis, however at busy times such as school holidays we may take up to 14-21 days, therefore do mark your parcel with URGENT SWAP if we're simply replacing one size for another, as this type of return is the quickest for us to process involving least paperwork! If you have any queries you may contact us on 0118 969 5550 or email

If any of your order is faulty or missing, we require you to notify us within 14 days of receipt. Therefore please check your order when it arrives. Please note that if you have only received part of your order and no paperwork that we often despatch in two bags due to bulk of order - this is usually written on the outside back of the back (so that in theory you should see it upon opening, but naturally we find that you may miss this as you are so excited upon the arrival of your order - we abandoned writing this information on the front of the bag as no-one seems to look there!). In some instances we will ask that you send directly back to the manufacturer since this will speed up the repair of your item (we do not have a re-poppering machine).

If you've had your nappies several weeks, and they've been working fine for a while but have now stopped working effectively, please do consider that your baby may have grown and consequently outgrown the nappy or the nappy settings. This can cause leaks - the nappy may fit but not be a good fit. Prior to assuming the nappy is faulty we recommend you contact us so that we can advise. Very often we can 'repair' your nappy quickly, and for free, or very cheaply, without you having to post it off!

Faulty or Damaged in the Post items

Please email with details of the problem, enclosing where possible photograph(s) detailing the issue. We will endevour to resolve matters to your satisfaction. Where packages and/or their contents have been damaged please retain the original goods and packaging as this may be needed to support a claim from the carrier.

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