Information (Terms & Conditions)
The team at MumStuff Ltd.® 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 Ltd. 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 Limited Company, Registration Number 6834657 and a VAT registered business, VAT number: 854 3975 86
How do I contact you?
If you'd like to write to us, send us samples, information or chocolate(!) our address is:
We are an online retailer only and we are not open to customers.
Phone: 0845 009 0607 (local rate) Monday - Friday (Office/ School Hours). If we can't get to the phone, PLEASE leave us a message! The chances are we're not very far away, we do all work around our children so our hours can be a little varied.
Fax: 0845 544 0605
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. We will try to respond as soon as we can, usually within one day, Monday - Friday. If you're expecting an email from us, please check your Spam folder as we often end up in there!
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 Ltd.' (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 and other bespoke/ personalised items which are made to order). Backordered items are not charged until they are posted (subject to circumstance).
How much is your UK postage & when will my order be dispatched?
We offer a FREE delivery option on all UK orders over £35 (orders will be dispatched by Royal Mail Standard Tracked delivery). And don't forget it is still much cheaper than driving into town and paying for petrol and car parking… We dispatch Monday - Friday (for delivery purposes Saturday and Sunday are not working days) and we do our very best to dispatch your order the same day if ordered before 1pm. Please note we can not be responsible for delays caused by occurances out of our control such as bad weather or delivery van breakdowns!
* Tracked Delivery: £2.95
Dispatched by Royal Mail Standard Tracked. Your order will be delivered 1-3 working days after the working day ordered. A tracking number will be sent to you in an 'order dispatched' email.
* Next Day Delivery: £6.95
UK mainland orders are dispatched by Interlink Express Couriers (requiring a signature on delivery). Orders to the highlands and islands are sent by Royal Mail Special Delivery. Orders placed before 1pm on a working day will be dispatched for delivery the next working day (subject to stock levels). Customers will receive an email/ text with a one hour time slot for delivery. This next day service does not include personalised or bespoke items.
* Saturday Delivery: £12.95
Dispatched by Royal Mail Special Delivery Saturday Service (this service requires a signature on delivery). Orders placed before 1pm on Friday are guaranteed delivery on Saturday. Maximum weight limit 2kg.
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!
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 - if you have selected a personalised item from one of our suppliers they may not have the facility to offer the tracked service that we offer and they will dispatch by their standard delivery service.
Do you ship overseas? How much is your overseas postage?
We currently ship to the following countries:
Republic of Ireland:
Most European Countries (see checkout for list):
Please note that free delivery items will be charged at the full rate for overseas delivery. The following items can not be shipped overseas - the Kensington Breastfeeding Chair, Group B Streptococcus Screening Tests, all Birthing Pools and associated items and any personalised item.
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 or any couriers used. If you are ordering a gift, please make sure you order in plenty of time or use a Tracked service.
We understand 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 have 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!
For UK orders 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 4 weeks of the order date, unfortunately, claims made after this time will time will not be accepted. For overseas orders we are required to wait 23 working days before an item can be classed as 'lost'.
Please also ensure that you use correct delivery address and postcode as this can lead to orders getting delayed/ lost in the post! We can not be held responsible for non-delivery of incorrectly addressed items.
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 dispatch.
*How do I send goods back? The goods must be unused and we will issue a full refund for the price you paid for the item (excluding any gift wrapping charges). 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, if possible we'd recommend using the packaging and bubble wrapping it was dispatched in, and return it to our office address:
*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. We cannot be held responsible for goods lost in the post.
*Are there any items I can't return? Yes. Personalised items such as jewellery,T-shirts and personalised mugs are non-returnable. For hygiene reasons we cannot accept the return of opened personal items such as bra extenders, breast pillows, tights and cosmetics. We are unable to refund an item if you are allergic to it.
*What if I want to return a Breastfeeding Chair? Because of the special bespoke nature of the Breastfeeding Chair, 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 as fabric may have already been ordered in by the manufacturer.
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 (this will be deducted from your refund once the chair has been returned to the manufacturer in a satisfactory condition). In addition, the manufacturer reserves the right to an add additional charge to cover the cost of the fabric. This is only the case if the chair is covered in a coloured fabric that they are unlikely to resell quickly (such as a fluorescent colour) which means they have to remove the fabric and re-upholster (as they don't hold any stock they can't keep chairs in the factory).
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 please order 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 arrange for the manufacturer to 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 within 28 days of your order date for a refund. You MUST contact us in advance as the pools are to be returned directly to our distributor and not to MumStuff. Pools must be received in their original unopened condition still sealed in their clear bag. For Health & Safety reasons we cannot accept an opened pool. Please note return postage will cost in the region of £15 and is not refundable. A re-stocking fee of £10 may also made.
If you do not accept delivery of a pool, a charge of £15 will be made to cover the charge made by the courier for returning the pool to the distributor.
*What are my rights as a customer? Your rights to return goods are protected under the EU Distance Selling Directive, which can be found here
Do your prices include VAT?
Yes, we are VAT registered and prices quoted throughout the store include VAT at 20%, where appropriate (for example herbal teas are VAT exempt).
What if we make an error with our pricing?
Whilst we try to ensure that all the prices in our shop are accurate, errors may occur. If we discover an error in the price of the goods you have ordered we will inform you as soon as reasonably possible. You will then be given the option of re-confirming your order at the correct price or cancelling your order.
Are my Credit Card details secure? Are you PCI DSS Compliant?
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 once the transaction has been confirmed all card details are immediately shredded. We are fully PCI DSS Compliant through Trustwave and our certificate is available on request.
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.
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 purposes 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 Ltd.
The Terms & Conditions on this site are subject to change
* MumStuff Ltd • Registered Office Address (not for correspondence): 1 Lucas Bridge Road, 1 Old Greens Norton Road, Towcester NN12 8AX • Company Registered in England & Wales No. 6834657 • VAT Reg. No. 854 3975 86>