New 
Lizzie's Real Nappies Customer Service FAQs
Excellent customer service is really important to us at Lizzie’s Real Nappies. If you have any questions regarding your order you should find the answer below. If not, please contact us.
Looking for nappy advice? Take a look at our nappy advice page.
Delivery of orders:
When will my order be sent out?
How will my order be sent out?
Postage and Packing
International postage
Returns: 30 day guarantee
How do I return faulty goods?
I’ve changed my mind. What do I do?
Site security and privacy policy:
Card payments
Paying by cheque
What do you do with my information?
When will my order be sent out?
As long as items are in stock, orders will be sent out within 48 hours.
In a rush? Larger items are automaticlly sent out via CityLink next day delivery service. If you wish to receive a smaller order in a hurry just let us know and we will ensure that it is sent out via Royal Mail 1st Class service.In this case orders must be received by midday.
All goods are held in stock but, if we have supply problems for certain items, we may send out your order in more than one parcel. We will inform you of this before dispatch.
You can check on the status of your order by contacting us by e-mail at status@lizziesrealnappies.co.uk.
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How will my order be sent out?
We are now using City Link to deliver all our larger parcels. This is a next day delivery service.
Smaller parcels are sent via Royal Mail.
Please bear in mind when ordering that delays are possible - particularly with Royal Mail.
When you give a delivery address please consider whether you will be in to receive the parcel - it is sometimes worthwhile having the parcel delivered to your work address. If you are happy for a neighbour to accept the parcel on you behalf please leave notes when ordering.
Missing parcel?
If you do not receive your order within 7 days please contact us. In many cases missing parcels, send by Royal Mail, will be found at your local sorting office. If you’re parcel does not arrive we would recommend that you give them a call.
In cases where courier cards have been left at your address, but parcels not collected, the parcel will be returned to us. In these cases you may be required to pay additional postage costs for the item to be resent. Please bear this in mind if you have holidays planned and won’t be available to receive your parcel.
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Postage and packing
UK postage and packing costs are as follows:
Orders under £50 - £3.50
Orders £50 and over - Free
As an eco-friendly business, we re-use packaging where possible. Many of our boxes come from local businesses who throw out large amounts of boxes - this way we can redirect waste which would otherwise end up in landfill - so don’t be alarmed if your nappies arrive in a crisp box!
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International Postage
We regularly ship to Europe and beyond, and to date we have shipped to France, Italy, Spain, Portugal, Netherlands, Finland, Norway, Denmark and as far afield as Canada, Australia, Dubai and Mongolia!
For orders outside of the UK please contact us for postage rates. There is no flat rate for international orders; postage will be added based on the destination and the weight of the order.
Once your order has been weighed you will be given a price for postage and you can then purchase International Postal vouchers to cover the additional cost.
Please note that, from time to time, we experience delays with international postage. If you wish for your parcel to be tracked you can, for an additional £4.50, opt for the Royal Mail’s Airsure service. Please note,however, that this service is not available for all destinations.
Returns - 30 Day Guarantee
We want you to be happy with the products you buy from us so we offer you a 30 day money back guarantee.
How do I return faulty goods?
Although we try to check all stock before being sent out, the occasional fault will go unnoticed and we will be happy to take back damaged or faulty goods, and refund your money including return postage costs. You must take responsibility for getting the goods back to us so we suggest getting a ’certificate of posting’ (free of charge) so that you can claim compensation from Royal Mail if the goods do not reach us.
Please send the faulty product to:
Lizzie’s Real Nappies
Unit 26, Sandileigh
Hoole
Chester
CH2 3QP
Please be sure to include a note of what the problem is, as well as your name, address and original order number.
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I’ve changed my mind. What do I do?
Goods can be returned, if unused, unwashed and in re-saleable condition, within 30 days of delivery. If you wish to return something beyond this time please contact us.
We will refund you the cost of the product but you must pay for the cost of returning the goods to us and postage and packing charges if applicable. We strongly suggest that you get a ’certificate of posting’ from your post office (free of charge) so that you can claim compensation from Royal Mail should the parcel not reach us.
If the goods have a retail value of more than £28.00 you will need to use a Royal Mail service that includes additional insurance to cover your goods should they go missing on route to us.
Please send all returns (including your name, address and invoice number) to:
Lizzie’s Real Nappies
Unit 26, Sandileigh
Hoole
Chester
CH2 3QP
If you have any questions about returning goods please call 01244 346 797 or e-mail returns@lizziesrealnappies.co.uk
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Card payments and site security
Card Payments 
Payments can be made via all major credit and debit cards excluding American Express and Diners Card.
Lizzie’s Real Nappies uses Paypoint (previously known as Secpay) to securely handle your payment. At no point do Lizzie’s Real Nappies have access to your credit card details.
When you shop with a merchant who uses PayPoint.net you can be assured that your card details are securely encrypted during transport over the Internet so no one can read your card information. The card details are only transported to a Bank to authorise your purchase.
PayPoint.net guarantees that they will never:
-
Pass on any personal information gathered when you place an order
- Sell or rent your details, you will never receive junk mail as a result of using PayPoint.net
- Leave invasive technologies such as cookies on your machine
- Exploit your details in any way
Paying by Cheque
If you prefer to pay by cheque, please print out your order form and send it to:
Lizzie’s Real Nappies
Unit 26, Sandileigh
Hoole
Chester
CH2 3QP
The cheque should be made out to ’Lizzie’s Real Nappies’ and should have your card details and order number written on the reverse. Please understand that goods cannot be sent out until the cheque has cleared our account.
Privacy Policy. What do you do with my information?
Lizzie’s Real Nappies will not pass your information on to any third parties.
Occasionally information may be sent to you (by e-mail) regarding new products or special offers. If you would prefer not to receive such mailings please send a blank e-mail to info@lizziesrealnappies.co.uk putting ’unsubscribe’ in the title bar.
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