FAQs

What are your opening hours?

Our online shop is open 24 hours every day of the year. Our retail shop in London is open on Tuesday between 2 and 5pm. That said, we are usually in the shop at other times, particularly during school hours (9am to 2.30pm), so please call if you want to discuss anything or have a query. If you leave a message, we can always return your call!

Can you help me decide which nappies to buy?

All the nappies we stock work! We have deliberately narrowed our range to make the choice easier for you and your needs. Our featured nappies and wraps meet most people’s lifestyle requirements. We think the descriptions of the products help you make an informed choice, but if you need more advice then come and see us at our shop or call us and we can advise you.

How do I pay?

We can accept payment via cheque, Paypal, Direct or Credit card (through HSBC merchant services) or by Debit or Credit card either in person or over the phone (020 7383 5115).

How much is postage?

Postage is £3.95 for orders to the UK mainland. Please note we may need to charge more for delivery to some UK non-mainland postcodes and for some heavier items.

How do you send your parcels?

Standard items are sent via Royal Mail recorded postage (usually First Class) and heavier items are sent via courier. We always obtain a certificate of postage on dispatched items and can not be held responsible for any items lost in transit.

Do you dispatch items on the weekend?

We aim to dispatch items between 48 and 72 hours of receiving your order – usually sooner! We don’t dispatch items on the weekend.

Do you deliver to Europe?

Yes, we do however we are currently searching for a new and competitive courier company. Please email us for a quote. The delivery charges shown in the shop are indicative but these are subject to change and confirmation.

We are not permitted to ship Tots Bots, bumGenius, Bummis to some destinations outside of the UK. Please contact us if you want to place an order to be delivered outside of the UK and we can determine whether we can and confirm postage costs.

Do you deliver outside of Europe?

We’re happy to accept queries for postage of items outside of Europe but we can not guarantee we can deliver to all destinations. Please contact us for postage costs.

What if my parcel hasn’t arrived?

If after five days from dispatch you haven’t received your parcel and you haven’t heard from us about a delay, please call us on 020 7383 5115 or email us at orders@nappyeverafter.co.uk. As we only charge your card when the goods are ready to be sent, it’s also a good idea to check your bank statement to see if we have debited your account for the cost of the goods. Please also check there isn’t a parcel waiting for you at your usual Post Office or parcel pick-up office, as sometimes their ‘you missed a delivery’ cards are not left or go missing. 

My payment has not yet gone out of my account –
what’s happening to my order?

We only debit your account once we are ready to dispatch your items (except if you use Paypal which is a prepaid service). So if your account hasn’t been debited, then we haven’t sent you the order yet. If your account has had a partial debit, then we have sent part of the order and the rest is yet to be dispatched. If any of the above is happening and you haven’t already heard from us, then please email or call. We need to lift our game then!

How do I redeem my Real Nappies for London voucher?

As a London-based supplier and the first retailer in London to get Camden councils to subsidise the use of real nappies in those London boroughs, we heartily support the Real Nappies for London scheme. Please see our Real Nappies for London page for details of how this scheme works.

What do I do if I want to return an item?

Under the Distance Selling Regulations 2000, you can cancel your order within seven working days of receipt of your goods. You do not need to give us any reason for the cancellation nor will you have to pay any penalty. However, you will need to notify us in writing before the end of the seven days if you wish to cancel your order with us. We will then process a full refund inclusive of the original delivery charges.

If you have received your goods before you cancel your order, then you must send the unused and unwashed goods back to our contact address below at your own cost and risk. We will process your refund upon receipt of the goods.

In the unlikely event that your item reaches you faulty or damaged, we will be happy to take it back and send out a new one or refund your money, including return postage costs.

We know you might change your mind when you receive your goods. We are happy to exchange or refund any item (exclusive of any postage paid) as long as it is in unused and unwashed condition complete with any original packaging within 60 days of your invoice date. The item must be in resellable condition. Return postage is your responsibility. This does not affect your statutory rights.

We cannot accept back any items that have been washed and not used, unless faulty.
Sale and clearance items are also non-returnable.

When returning an item to us, please send it to:

Nappy Ever After
96 Chalton St
London NW1 1HJ

Please include your name and address, original order number, a list of the items being returned and the reason for the return. If you wish to exchange any items, please list what you’d like to be sent to you and if necessary enclose payment for the new items. Postage for exchanged items is usually free.