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
Beggars Hill Road
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.