POSTAGE & PACKING
UK postage and packing costs are as follows:
- Collection from our store in Chester is FREE.
- Orders under £60 - £3.50
- Orders £60 and over - Free
- Priority postage (Mon-Fri delivery) - £7.95*
*Under Priority Delivery your parcel will be processed ahead of other orders and, as long as your order is received by 11.30am we will ensure your order is dispatched with Citylink Next Day Delivery or Special Delivery depending on the size of the parcel.
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!
Bonjour, Ciao, Oi, Hej, Hei, Hola...
We regularly ship internationally to Europe and have, to date, shipped to France, Italy, Spain, Portugal, Netherlands, Finland, Norway, Denmark and Sweden.
- Orders up to £59.99 - £6.95
- Orders £60.00 - £149.99 - £12.99
Please note that heavier orders (over 2kg) will be charged according to their weight. For items over 2kg we will contact you if there is to be an extra charge.
Most orders will be sent with International Airmail however if you wish for your parcel to be tracked you can opt for an upgrade. Just email us at firstname.lastname@example.org.
We are unable to ship any brand of bucket or the following nappies outside of the UK: BumGenius, FLIP, Econobum or Tots Bots.
Please note we do not ship outside of Europe.
When will my order be sent out?
As long as items are in stock, your order will be dispatched within 24 hours.
If goods are not in stock we will contact you as soon as possible by email. You may choose the have the order sent out in more than one parcel, choose to swap the product or have a partial/full refund.
Priority postage - if you're in a rush for your order select Priority Delivery at checkout. There is an extra charge for this but we will process your order ahead of other orders and, as long as we receive your order by 11.30am, we will ensure that your order is sent out with City Link Next Day Delivery. Please not that this does not include Sat/Sun delivery so parcels dispatched on a Friday will be delivered on the following Monday.
You can check on the status of your order by contacting us by e-mail at email@example.com.
How will my order be sent out?
Parcels are sent out with either Royal Mail or Citylink depending on the size of the item and the delivery option chosen.
You should receive your items within 2-3 days of ordering.
In a rush? If you wish to receive your order in a hurry select Priority Delivery at checkout. When this option is selected we will process your order ahead of other orders and, as long as we receive your order by 11.30, we will ensure that your order is sent out on the day with City Link Next Day delivery. There will be an extra charge for this. This does not cover Saturday or Sunday delivery. We cannot guarantee this during our holiday closures.
City Link will attempt delivery on 3 occasions to the address given. If you are not available to receive the parcel, a card will be left at your address to arrange redelivery. If you do not respond to this, the parcel will be returned to a Citylink depot. You may collect the parcel from the depot yourself but if you wish to have it redelivered there will be an additional charge to you.
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 or that of a friend or neighbour.
If you do not receive your order within 7 days please contact us. In many cases missing parcels, sent 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.
If your order does not fit through the letterbox and there is no-one available at your specified delivery address to accept delivery, the driver will leave a card with instructions of how to obtain the parcel. Please then liaise directly with the carrier to arrange collection or re-delivery of the parcel.
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.
(During the winter months please bear in mind that delivery times can be affected by the weather. During periods of snow, flooding etc delivery companies do their best to limit delays but delays are often inevitable.)
RETURNING YOUR ORDER
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
Please be sure to include a note of what the problem is, as well as your name, address and original order number.
I’ve changed my mind. What do I do?
Goods can be returned, if unused, unwashed and in fully 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
If you have any questions about returning goods please call 0808 120 1004 (free from landlines) or e-mail firstname.lastname@example.org