Information (Terms & Conditions)

The team at MumStuff® aim to make your on-line shopping experience as enjoyable and simple as possible, so please contact us if you have any questions, comments or suggestions.

Best wishes, Nicola, Mum-in-Charge!

Who are MumStuff?

You may well be wondering! You can find out a bit more about me and MumStuff.co.uk on our About Us page.

MumStuff has been trading online since March 2005 and in that time we have helped thousands and thousands of women throughout their pregnancy, labour, birth and subsequent motherhood. I'm a working mum with two small children, and run the site with the help of a small team of dedicated helpers (aka my hubby and friends!). Why not have a look at our Press Pages, to see what we have been up to over the past few years or read our Your Comments page to see what other customers have thought of our service!

We are a VAT registered business and our VAT number is: 854 3975 86

How do I contact you?

If you liked to write to us, send us samples, information or chocolate(!) our office address is: 12 Irvine Drive, The Shires, Towcester, Northamptonshire NN12 7AX, United Kingdom.

If you'd prefer a chat, our phone number is a Local rate number: 0845 009 0607. If we can't get to the phone, PLEASE leave us a message! The chances are we're not very far away and probably changing a nappy or feeding hungry mouths! This is also our fax number.

If you'd rather e-mail, then click here to send us a message (we don't like putting our full e-mail address on site as those evil spammers like to harvest it!): Click Here

How do I make a purchase?

Making a purchase could not be easier. Just browse our store, and add any items that you wish to buy into the shopping basket. After you have finished your selection, click on 'Checkout' and you will be asked for a few contact details that we need to be able to complete the order. You will then have the option to select your chosen payment method:

*WorldPay You'll be transferred to WorldPay's secure server to pay via Visa, MasterCard, Maestro, Solo, JCB, Visa Delta or Visa Electron. Your card details are fully secure and will be encrypted. We do not have any access to your card details as the payment is processed directly through WorldPay. WorldPay is one of the largest online card processing companies in the UK and is part of The Royal Bank of Scotland Group.

*PayPal You will be transferred to PayPal's secure server to make payment using credit or debit cards, your Paypal account or e-cheques. You do not need a PayPal account to use this option. We do not have any access to your card details as the payment is processed directly through PayPal.

*Pay by Cheque Select this option if you prefer to post your payment in the form of a cheque payable to 'MumStuff' (our address is above). Please write your order number, which you can find in the confirmation e-mail we send you, on the back of the cheque. Please note cheques need to clear before goods are despatched.

*Place your order over the phone If you'd prefer to phone or fax your order (phone/ fax 0845 009 0607) and pay by credit card or debit card, we'd be happy to hear from you. If your call is picked up by the answerphone, simply leave us your phone number and we'll call you back as soon as we can!

When will my card be charged?

We won't charge for your order until it is ready to post (except the Breastfeeding Chair BF0001 which is made to order). Backordered items are not charged until they are posted (subject to circumstance).

How much is your postage & when will my order be dispatched?

We have three delivery options to suit all budgets and speeds of delivery! And don't forget it is still much cheaper than driving into town and paying for petrol and car parking…

*Saver Delivery: £2.75 Dispatched by Royal Mail Second Class Post. Your order should be delivered within 3-4 working days after the day ordered.

*Standard Delivery: £3.45 Dispatched by Royal Mail First Class post. Your order should be delivered within 1-2 working days after the day ordered.

*Special Delivery: £6.95 Dispatched by Royal Mail Special Delivery Service (this service requires a signature on delivery). Orders placed before noon are guaranteed delivery by 1pm the next working day (subject to stock levels).

*Orders over £75 will be dispatched free of charge by either Royal Mail First Class post or Special Delivery depending on the weight/ value.

If you place your order before Midday we will aim to dispatch it the same day (Monday to Friday only excluding Bank Holidays) subject to stock levels and other circumstances. This is not a guarantee - but we will endeavour to do our best to meet this aim - we are working mums and have to work around our kids!

Of course, this is subject to item availability. If your item is not in stock, we will back order for you and let you know when the expected delivery date will be. You will always be given the option to cancel your order if you would rather not wait.

Please note we currently only deliver to the UK.

What happens if my order hasn't arrived?

The delivery schedules we have given above are estimates and MumStuff cannot be held responsible for delays caused by Royal Mail. If you are ordering a gift, please make sure you order in plenty of time!

We understand that that it can be distressing when orders get delayed/ lost in the post and we will do all that we can to advise and assist you. If your order is delayed, we'd advise you to check with your local Sorting Office to see if your package is awaiting collection. More often than not a Postman will not left you a card to say they have tried to deliver a package and just take it back to the Sorting Office! Don't forget to check outside your house too as postmen have a habit of leaving packages in strange places such as recycling bins!

Please allow 15 working days from receiving your 'confirmation of dispatch' e-mail before contacting us about a delayed delivery. This is in accordance with Royal Mail guidelines. Please contact us by email with regard to a missing package. Any claims for missing deliveries must be made within 6 weeks of the order date, unfortunately, claims made after this time will time will not be accepted.

What is your Returns Policy?

We offer a 14-day "no quibbles" guarantee means that if for any reason you are unhappy with your purchase, you can return it to us in its original condition within 14 days of the order's dispatch.

*How do I send goods back? The goods must be unopened (with any seals and shrink wrap intact) and unused and we will issue a full refund for the price you paid for the item (excluding any gift wrapping charges and our original delivery costs). We can only accept the return of opened items if they are faulty. If you do wish to return goods please email us using the e-mail link at the top of the page, quoting your invoice number and giving the reason for the return.

Please package the item securely and return it to our office address: MumStuff®, 12 Irvine Drive, The Shires, Towcester, Northamptonshire NN12 7AX, United Kingdom. We recommend that you get a certificate of posting or send the goods recorded delivery. We cannot be held responsible for goods lost or damaged in the post and we will not refund goods that are in a condition unsuitable for re-sale. We are sorry, but we cannot refund your return postage and packing costs.

*What if my item is faulty? We are very sorry that your item is faulty, please return it back to us and we will make an exchange whenever possible and we will refund your (standard first class) return postage and packaging costs. We will not replace or refund a faulty or damaged item unless it has been returned to us first. In the event that an exchange cannot be made, we will offer you a full refund of your original purchase price (including postage) and any (standard first class) return postage cost incurred. Please note, we cannot be held responsible for goods lost in the post.

*Are there any items I can't return? Yes. Personalised items, such a Mummy and Daddy Tags are non-returnable. Also, for hygiene reasons we cannot accept the return of personal items such as bra extenders, breast pillows, tights etc.

*What if I want to return a Breastfeeding Chair? Because of the special bespoke nature of the Breastfeeding Chairs, it is subject to a slightly different return policy, please read the details below carefully!

Due to the bespoke nature of the Breastfeeding Chair cancellation of an order prior to despatch may be subject to a cancellation fee.

If you are unhappy with your chair you must contact us directly within 14 days of the order's dispatch. We will arrange for the chair to be collected from you - please note the chair MUST be in its original plastic covering and box and as new.

For mainland UK customers a charge of £50 will be made to cover our original delivery costs and the re-collection costs, payment service provider and administrative charges (this will be deducted from your refund once the chair has been returned to the manufacturer in a satisfactory condition). If you are unhappy with the colour of the chair and wish to exchange it for another, additional costs may be incurred above the £50 charge, for re-delivery of a new chair. We do supply free fabric samples so it is worth ordering some before you make your colour choice.

For non-mainland UK customers a charge will be made depending on our original delivery and the re-collection costs - this will be confirmed prior to your refund.

If the Breastfeeding Chair is faulty, we will either exchange or repair the chair at no cost to you.

*What if I want to return a Birthing Pool? If you do not get a chance to use your pool simply return it to us within 4 months for a refund. Pool must be received in its original unopened condition still sealed in its clear bag. For Health & Safety reasons we cannot accept an opened pool.

Please note return postage will cost in the region of £14 and is not refundable. A re-stocking fee of £10 is also made to cover the courier costs of delivering the product originally.

*What are my rights as a customer? Your rights to return goods are protected under the EU Distance Selling Directive, which can be found at http://www.hmso.gov.uk/si/si2000/20002334.htm

Do your prices include VAT?

Yes, we are VAT registered and prices quoted throughout the store include VAT at 17.5%, where appropriate (for example herbal teas are VAT exempt). In your shopping basket, the total cost of your chosen products plus postage & packaging are displayed with and without VAT.

Are my Credit Card details secure?

Yes, we take your credit card security very seriously, which is why we use WorldPay (part of the Royal Bank of Scotland Group) and PayPal to process our transactions through their secure servers. We never see any of your card details or information or have access to it during or after you processing you payment, unless you have chosen to place an order over the telephone. In this case, your order will be processed directly through our WorldPay account and as soon as the transaction has been confirmed all card details are immediately shredded.

What do you do with my information?

Nothing! As you will have seen we don't hold any credit card information, only your address and contact details. We will NEVER disclose any of your details to third parties other than when order details are processed as part of the order fulfilment (such as drop shipped items). In this case, the third party will not disclose any of the details to any other third party.

Under the Privacy and Electronic Communications Act: We do not send random marketing emails to personal email addresses (spam). If you'd like to sign for our e-mail newsletter you can contact us directly or sign up at the checkout.

Do you use Cookies?

Yes, like all sites, cookies are used to keep track of the contents of your shopping cart, to store delivery addresses if the address book is used and to store your details if you select the 'Remember Me' Option. They are also used after you have logged on as part of that process. You can turn off cookies within your browser by going to 'Tools | Internet Options | Privacy' and selecting to block cookies. Please be aware that if you turn off cookies, you will be unable to place orders or benefit from the other features that use cookies.

Are your images and descriptions accurate?

That's a good question! We attempt to be as accurate as we can with our descriptions and do spend a great deal of time checking. However, our illustrations are for illustrative an purpose only, which means that as the manufacturers may change their packaging (which some do quite regularly!) we can't be held responsible for any disputes arising from changes from our images.

Where's the small print?

Here it is… We tried but failed to make this brief…

*Your contract with MumStuff When you receive a confirmation of order e-mail, this indicates that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an invoice. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.

*Disclaimer MumStuff and suppliers do not accept any responsibility for any outcome related to your use of the information contained in this web site. You access our information and web site at your own risk. Any information on this web site does not and should not take the place of advice from a doctor, midwife or other health professional. Although we endeavour to provide you with correct information, we do not guarantee and authenticate every piece of information to the letter. If you are at all concerned about any of the products featured on this site, we advise you to consult a doctor or another appropriately fully qualified health professional prior to use.

*Copyright Notice This site is copyright© MumStuff 2005-2008. We've worked very hard to get the information on the site and we don't take very kindly to its misuse! Therefore, it is prohibited to copy or reproduce any of the contents of MumStuff.co.uk without the express written permission of the owner. Grateful thanks are given to the manufacturers supplied on this site for their kind permission to use their images.

*Trademark MumStuff® is a registered trademark belonging to Nicola, Mum-in-Charge!

The Terms & Conditions on this site are subject to change