Terms & Conditions of Use

These terms and conditions form the basis on which you can visit us and our website. Please read them carefully as they contain important information.

This site is owned and operated by Nappy Ever After of 96 Chalton St, London, NW1 1HJ, UK. We are a not-for-profit company, limited by guarantee. Registered in England No 4715902. VAT number 905 7068 23

If you have any queries about these terms and conditions, or suggestions or comments for improvements for the site, or for items you think we should stock, you can contact us at mail2007@nappyeverafter.co.uk or call 020 7383 5115.

We may alter these Terms and Conditions at any time. These Terms and Conditions do not affect your statutory rights.

Shopping with Us

Shopping with us is easy. Click on any items you wish to purchase, choose the colour and size if necessary, add the item(s) to your shopping basket, and then click through to complete the customer information and payment details.

There is no minimum order; all orders are processed in UK£ and remain the property of Nappy Ever After until paid for in full.

All orders are subject to acceptance and availability. If the goods are not in stock at the time of the order or we are unable to fill an order for another reason (eg incorrect pricing), then we will contact you and we can either place it on back order or cancel it as you decide.

You can make changes to your order up until you press ‘Submit’ for payment. If you realise that you have made an error after this time, then please contact us asap so we can work out the solution.

We aim to dispatch goods between 48 and 72 hours once acceptance of the order has been made (usually sooner!). If we are delayed for any reason, then we will let you know via email or by phone. If you have a delivery deadline, then please let us know and we will tell you if we can meet it or not. If you have special delivery instructions, then please also let us know at the time of your order.

All prices are in UK£ inclusive of VAT and correct at the time of entering the information. Current VAT rates are 0% on nappies, wraps and baby clothing, and 17.5% on all other items. We do not have the facility to reclaim VAT for overseas customers.

Payment can be made via cheque, Paypal, Debit or Credit Card (through HSBC merchant services) or by Debit or Credit Card over the phone (020 7383 5115). Cheques must be in UK£ and made payable to Nappy Ever After. All payments via Credit Card and Paypal must be made in UK£.

We only debit your account once we are ready to dispatch your items (except if you use Paypal which is a prepaid service). We must receive payment for the whole of the price of the goods before your order can be dispatched. In the cases of payments with a cheque, payment may take up to five working days to clear.

Real Nappies for London vouchers can be accepted as part or full payment for any order – please refer to the separate Real Nappies for London section.

Security

On checkout, you will be transferred to a 128bit SSL Secure Server to provide your card details, this means that your credit card transaction is completely safe and encrypted. Your details are checked and verified with your card issuer and payment is pre-authorised.

No debit or credit card details are stored on our computers or in writing after a transaction is complete.

While every care is taken to keep your details secure while you go through the transaction process, we cannot be held responsible for any loss you may suffer as a result of an unauthorised third party accessing your details while you place an order.

Delivery

We aim to send goods between 48 and 72 hours once acceptance of the order has been made (usually sooner depending on the day you placed the order and how busy we are!). Delivery is via Royal Mail recorded (usually First class) or courier. If you would like your delivery made using an express service, then please contact us for availability and prices. A certificate of postage is always obtained when we send a parcel.

We will notify you via email of the expected delivery time, however please allow up to five working days from dispatch for delivery.

On occasions, we may need to vary stated delivery charges depending on the type of goods sold and the destination. We will let you know if this is the case before charging you and sending any items. We only refund delivery charges for returning faulty items or those cancelled during the seven-day post-receipt period.

On occasions, we may be unable to deliver to some locations. We’ll let you know if we can’t and the reason.

You may be eligible for free delivery in the London boroughs of Camden, Islington and Hackney if you live on one of our nappy laundry service routes. Please let us know if you would like us to find out if we can deliver to your address for free.

You can also come and collect your order at our retail shop in London: Nappy Ever After, 96 Chalton St, London NW1 1HJ (near King’s Cross and Euston train and tube stations). The shop is open Monday, Wednesday and Thursday from 9.30am to 3pm, to 5pm on Tuesday.

If you are often not home, then please consider sending your order to another address to ensure it gets to you safely and quickly. If your parcel has been taken to your local Post Office, then it is your responsibility to collect the item before it is returned to us. If an uncollected parcel is returned to us, we can resend it but you must pay the additional postage fees incurred. If you decide to cancel the order at that time, then we will refund you, minus the postage costs incurred in the first delivery attempt.

We may split orders into two parcels but we will let you know to expect more than one parcel.

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 mail2007@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.

We are able to deliver some items to destinations outside the UK. We regret that we are unable to send Bummis products to France, Belgium, Germany, Singapore, Australia and New Zealand. We are also unable to send bumGenius, Tots Bots and Motherease items to any destinations outside of the UK. You can still order them, but they must be delivered to a UK address.

Delivery costs to mainland UK
£3.95

Delivery costs to Europe
Our costs for European deliveries is currently subject to change as we are searching for a new and competitive courier service.

We show indicative costs for the different zones as part of the checkout process:

Zone 1, mainland Europe (Belgium, Denmark, France, Germany, Ireland, Italy, Netherlands, Poland, Portugal, Spain, Sweden, Vatican City), £10, up to 20kg box, 48-hour delivery

Zone 2, mainland Europe (Albania, Andorra, Austria, Azerbaijan, Belarus, Bosnia & Herzegovina, Bulgaria, Croatia, Czech Republic, Estonia, Finland, Georgia, Greece, Hungary, Kazakhstan, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Malta, Moldova, Monaco, Montenegro, Norway, Romania, Russian Federation, San Marino, Serbia, Slovakia, Slovenia, Switzerland, Turkey, Ukraine), £20, up to 20kg box, 72-hour delivery

However, please note our prices are subject to change so either email us for a quote before checking out or expect a confirmation email of delivery costs to after we've confirmed the price with our courier.

Please contact us if you would like goods sent to an overseas address other than mainland Europe to confirm that we can send the goods and the delivery charge.

Cancellations & Returns

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.

If anything in your order is missing or faulty, please let us know within five days of receipt of your order. Please check your order as soon as it arrives.

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 recommend that, if returning items to us, that you get a certificate of posting from the post office as then, should items not reach us, you will be able to claim compensation from Royal Mail.

We cannot accept back any items that have been washed and not used, unless faulty. Please consider selling these items via one of the nappy forum sites or using Freecycle. If you are unsure about your purchase, we suggest you wash and use one nappy before washing a load and then not being able to return them.

Sale and clearance items are also non-returnable.

If an item develops a fault over time, then please call to discuss the issue.

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.

We will process your exchange or return as soon as possible, usually within five days. We usually contact you via email or phone to discuss any return or exchange unless it is quite straight forward.

Environment Policy

We aim to be as ‘green’ as possible. Our nappy laundry service uses an electric delivery and collection vehicle and we buy our energy from Good Energy. Our nappy laundry bags are made from 98% recycled material but unfortunately aren’t biodegradable as the dirty nappies will fall through the bottom of them. We’re working on it though with a new supplier.

We buy recycled paper and envelopes (although we find the self-sticking flaps don’t work that well!), buy recycled toilet paper for the loo and fairtrade tea and coffee for the kitchen. We give away many of our large boxes to people who are moving house and we recycle the boxes we can’t use.

We usually pack our goods in used packaging or in brown recycled paper so don’t be surprised if the packaging looks ‘preloved’ when you get it; the goods inside are new. Please consider reusing the packaging yourself!

We encourage the use of local shops and services – see www.wedgecard.co.uk for independent London shops and their offers. We can deliver your purchases for free within the boroughs of Camden, Islington and Hackney if you live on one of our nappy laundry service routes, or please call in to collect your parcel from our shop if you pass by King’s Cross or Euston (we’re very close to both of these stations).

Privacy Policy

Because we shop on the Internet just like you, we’re committed to protecting the privacy of anyone using our site and the confidentiality of any information that you provide to us.

Any information we obtain is collected lawfully and in accordance with the Data Protection Act 1998.

Cookies are used on this site but only to keep track of the contents of your shopping cart once you select an item. Cookies do not contain confidential information such as your home address, telephone number or credit card details. We do not exchange cookies with any third party websites or suppliers.

We do store some information given at the time of ordering on computer but we do not disclose any buyer’s information collected by ourselves either via email or given at the time of ordering to any third parties. We may, from time to time, use your postal and/or email address details to send you further information which may be of interest to you. If you do not want to receive this information, then please contact us at mail2007@nappyeverafter.co.uk.

If you want to see what information we hold about you, then send us a written request and payment of a fee of £10 which covers our costs in providing you with the information requested.

Get in Touch

If you have any concerns or issues or just want to get in touch, then call us on 020 7383 5115, email us at mail2007@nappyeverafter.co.uk or drop in and see us at our retail shop at 96 Chalton St, London NW1 1HJ.