FAQs
NAPPIES AND NAPPY GURUS FAQs
Q: How can I reach a Nappy Guru for help?
We have lots of ways to reach out for help at The Nappy Gurus, please contact us using one of the following options. We aim to respond to you within 48 hours.
- Personalised Nappy Recommendation
- Live Chat - You can chat to our Gurus or Kirstin in Customer Service on our live chat which can be found in the green speech bubble in the bottom right hand corner of the website. If we are available this will offer immediate help, or if we are offline you can leave a message that we will respond to via email as soon as we can.
- Facebook - We have a great page called 'The Nappy Guru Place' where lots of our lovely cloth community, our HQ team and Nappy Gurus hangout. You can post on here for any help or advice you may need.
- Email - You can contact us to be put in touch with a Nappy Guru for help.
We also offer lots of helpful advice under our 'Nappy Advice' section on the website.
Q: How do I get a Real Nappy Voucher from my Council?
We have a list of councils that participate in real nappy incentives. Please request further information directly from your council, unfortunately we can't assist you in applying for Council incentives.
Q: How do I redeem my Real Nappy Voucher with you?
All of the information you need to understand how to redeem your Real Nappy Voucher can be found in our guide.
Q: I want to become a Nappy Guru?
If you are interested in becoming a Nappy Guru, please contact us.
ORDER AND PAYMENT FAQs
Q: My discount code isn't working?
Please ensure that you have entered the code correctly, codes are not case sensitive. Please also check the terms and conditions of the discount. Some of our discount and voucher codes may have restrictions meaning that discount will not apply to certain brands or products.
Q: How can I pay for my order?
You can pay for your order online using a credit or debit card . We accept the following cards: Maestro, Visa Debit, Visa Credit and MasterCard. We also accept payments via PayPal, PayPal Credit and Klarna.
Q: Why am I getting a PayPal receipt when I do not have a PayPal account?
We use PayPal as our payment processor so even if you do not have a PayPal account you may receive an email from them related to your purchase with us. This is completely secure, and your details will not be shared with PayPal or any third parties outside of this transaction. You do not need a PayPal account to place an order with us.
Q: How do I pay with PayPal?
Proceed through checkout to payment and you'll be able to select PayPal from the payment options. You will be directed to log in to your PayPal account, where you will be able to see your order details and confirm payment. Once you have completed this, you will return the The Nappy Gurus and see our order confirmation page.
We'll send you an email with the details of your order, and you should also receive an email receipt from PayPal to confirm that a payment has been authorised to us.
Q: How do I pay with PayPal Credit?
PayPal Credit offers 0% interest for 4 months on all baskets of £99+ when you check out with PayPal and choose PayPal Credit. To pay with PayPal Credit simply add your items to basket and proceed through checkout. Select PayPal from the payment options where you will then be directed to log in to your PayPal account. Once logged in to your PayPal account select PayPal Credit. You will then need to apply for PayPal Credit, you get an instant decision and, if approved, you can complete your purchase immediately. PayPal Credit terms and conditions apply. Please note that PayPal Credit is an independent payment company and The Kid Collective has no influence over whether your payment with PayPal Credit is accepted or not.
Q: How do I pay with Klarna?
Proceed through checkout to payment you will be able to select Klarna at checkout to buy now and pay later. Klarna offers the option to spread the cost of your purchase over time with convenient, payment options. For orders between £35 and £1,000 you can choose to pay in 3 interest-free instalments, payment is automatically taken every 30 days. For orders under £35 you can choose to pay in 30 days. No interest, no fees and no impact on credit score. Please note that Klarna is an independent payment company and The Nappy Gurus has no influence over whether your payment with Klarna is accepted or not.
Q. I live outside of the UK and I cannot checkout?
We are sorry you are having this problem! Please check our delivery information. Unfortunately there are weight restrictions on our parcels outside of the UK. Often we are restricted to 2kg for most destinations, so if your order is over this weight please reduce the amount by splitting your orders, or alternatively please contact us and we will provide a FedEx quote for one shipment.
Q: Do you ship to my country and how much does this cost?
Unfortunately there are some countries that we are unable to ship to, please take a look at our delivery information for more details. International delivery charges are based on the size and weight of your parcel and are calculated at checkout.
PRODUCT AND AVAILABILITY FAQs
Q: The product I want is out of stock?
We are sorry if we are out of stock of something you are looking for. You can often see an expected return to stock date on the product page. If we are expecting an arrival of new stock you will have the option to sign up to our 'notify me when stock is available' email which can be found on the product page. You will then receive an email as soon as this item is available to order. We also announce a lot of our larger restocks on our social media too so be sure to follow us on Facebook or Instagram for the latest updates from The Nappy Gurus.
Q: I want to request you stock a new brand?
We are always on the lookout for new eco-friendly brands! Please contact us with any new brand or product suggestions.
DELIVERY FAQs
Q: How can I track my order?
We send most of our parcels via Royal Mail. If your order is Tracked 24 or Tracked 48 you will find your Royal Mail tracking number at the bottom of your dispatch email, you can track Royal Mail orders.
If your order has been dispatched via DPD courier you will receive SMS and email notifications directly from DPD.
For FedEx tracking please contact us.
Q: Where is my order?
If your order has not arrived please be sure to check your tracking first. If you have any concerns on a delayed order please pop us an email. Please always consider the time of year, COVID-19 delays and allow a reasonable time based on your shipping method for your item to arrive. Please take a look at our delivery information for more details.
RETURNS, REFUNDS AND CANCELLATIONS
Q: Can I change or cancel my order?
Please contact us if you want to change or cancel your order. However please be aware that we aim to dispatch orders promptly, and we are unable to amend or cancel your order once it has been dispatched. If you’re a customer in the European Economic Area (EEA), you are entitled to 14 days to cancel your whole order with us for a full refund (inclusive of any postage paid at time of order). To cancel your order under the Consumer Contract (Information, Cancellation and Additional Charges) Regulations 2013 you can refuse delivery or return your items to us within 14 days. This two week period starts from the day after you receive your order (or from the day after you receive the last item of your order). You’ll need to write to us with notice of your cancellation.
Q: My order has arrived and it is incorrect?
It is rare that we make mistakes, but we are very sorry if we have made an error with your order. Please contact us so that we can rectify the issue for you. Please include your order number, full details of what has been received in error and the packers name stamped on the despatch note. We will then aim to resolve this for you as quickly as possible!
Q: My order has arrived and it is faulty?
We are very sorry if your order arrives damaged. Please contact us via our Returns and Refunds information, you will find the faulty items form at the bottom of the page. We will then aim to resolve this for you as quickly as possible!
Q: I want to return an unwanted item?
We hope you're happy with your order from The Nappy Gurus, but if for any reason you decide your purchase isn't right for you, you can return unwanted items up to 100 days after delivery for a full refund. You are responsible for the cost of return delivery charges. Please see our full Returns and Refunds information for more details. If you’re a customer in the European Economic Area (EEA), you are entitled to 14 days to cancel your whole order with us for a full refund (inclusive of any postage paid at time of order). This two week period starts from the day after you receive your order (or from the day after you receive the last item of your order). You’ll need to write to us with notice of your cancellation.