DELIVERY & SHIPPING
UK Deliveries
Postage and packing is FREE for all first orders for orders over £60*, for local orders to RG postcodes, and for subscribers to our email list when delivering to UK destinations - please select the appropriate option at checkout. This offer excludes Moltex orders below £60.00
From time to time we run special free postage offers, and postage is free to subscribers to our low volume announcement list - select the free postage option from the drop down list on checkout.
All other UK deliveries
orders up to £15 postage and packing is £1.45,
orders £15 - £60 postage and packing is £2.75,
orders over £60 POST FREE.
We also offer a First Class Recorded service.
orders up to £15 postage and packing is £3.25,
orders £15 - £60 postage and packing is £4.95,
orders £60-£75postage and packing is £5.95,
orders over £75 POST FREE.
NEXT DAY DELIVERY
If you prefer next day delivery by Initial City Link or Royal Mail Special delivery, this is at a cost of £7.00. 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 Initial City link or Parcelforce.
EEC and mainland Europe - new reduced prices
Postage & Packing charges for EEC deliveries
orders under £20 postage and packing is £2.95,
orders £20 to £35 postage and packing is £3.95,
orders £35 to £75 postage and packing is £4.95,
orders £75 to £100 postage and packing is £5.95,
orders £100 to £195 postage and packing is £7.95,
orders over £195 postage and packing is FREE
For all other overseas rates please ask for a quotation. Overseas charges will be confirmed before your order is shipped, but please typically expect 15-20% of your order value if just nappies as these are quite heavy.
Please note we cannot ship Motherease, Tots Bots, Nappy Buckets or Moltex products outside of UK
*First Orders Post Free within UK - Please note this offer excludes all Moltex deliveries under £60.00. If it is your first order please select First Order Free Postage option on checkout. Please note that we regret we are unable to refund first order postage costs retrospectively, you must inform us at the time of your order - we don't have any fancy databases to tell us!
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, all the 2500 or so different items listed on our web site are stock items and are actually physically on our shelves, or if we have run out are already on order and imminently expected from our suppliers. This means that generally we are able to despatch 98% 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.
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.
Packaging
Where possible we re-use other packaging in order to ship your goods. In over 8 years of trading we have never bought any packaging material other than the grey biodegradable plastic courier bags we use, despite selling several hundred pounds 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. Please unroll and unpack your itmes 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 Distance Selling Regulations, 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
Linpac Building
Headley Road East
Woodley
Reading
RG5 4HY
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 carrie@twinkleontheweb.co.uk.
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)
© 2000-2008 Miranda Stamp
Twinkle Twinkle
Linpac Building, Headley Road East, Woodley
Reading, RG5 4HY