Free Standard Delivery - On Orders Over £50

WE’RE ALWAYS AROUND

We’re always on hand to offer advice or make things easier, so to help, we’ve compiled these FAQs. If you’ve got a question then they should do the trick.

Existing Orders

How can I change my delivery date?

You can change the delivery date 14 days prior to your original delivery date.

To do this you need to be an account holder or authorised person. Once you’ve received an email to say your order has been dispatched, we won’t be able to change your address.

What do I do if I want to change my delivery address?

You can change the delivery date 14 days prior to your original date.

Once you’ve received an email to say your order has been dispatched, we won’t be able to change your address.

How do I add to or change my order?

This can be done in store or with our Customer Service Team - to do this you need to be an account holder or authorised person on the account.

How do I cancel an order?

This can be done in store or with our customer service team - to do this you need to be an account holder or authorised person on the account.

I have seen it cheaper do you price match?

If you do find an item cheaper with a competitor, either online or in store, tell us. If it matches the same spec as our model, we’ll match the price. And if you find something cheaper within 20 miles from one of our stores, we’ll match that price.

This only applies on agreed high street competitors – so trusted brands you can find on the high street, in department stores and shopping centres. It does not include online only shops or smaller independent stores.

The item must be in stock and available for immediate delivery in order for us to price match.

How do know if my order has been successful?

When you have placed your order online you will receive an order confirmation email, this will have all the information you need.

When should my order be paid in full to guarantee my requested delivery date?

• To guarantee your delivery date you must pay for your order in full 28 days prior to you order delivery date.

Deliveries, Returns & Collections

What are my delivery options?

For your convenience we have a number of options for you to choose from, 3-5 days Standard delivery service, Next day delivery, select a day delivery and Morning delivery before p.m.

Delivery Information

Where is my order?

Your delivery date is printed on your receipt or order confirmation, but yes you can track your order once you have received your dispatch email.

Click the link in the email to track your order. Our couriers will also email or text you on the day of delivery to let you know they’re on their way.

When will I get my delivery time slot?

We will keep you up to date of when your order is on its way and our carrier will send you a text/ email on the day of delivery so you know when to expect your order.

How will I know when my goods are due to be delivered?

We will send you an email to confirm that your order has left our warehouse.

My parcel has arrived damaged.

Unfortunately accidents happen. If your item is damaged please contact our Customer Service Team, send them your full order details (Order number, post code and address) and they will be happy to help.

I have not received my full order.

If this has happened we are sorry, please contact our Customer Service Team, send them your full order details (Order number, post code and address) and they will be happy to help.

Do you deliver overseas?

At this time, we are unable to deliver overseas.

Do you deliver to BFPO addresses?

Unfortunately, at this time we are unable to deliver to BFPO addresses.

How do I know when my items are ready to collect in store?

We’ll send you an email or text to let you know when your order is ready to collect.

What do I need to take with me when collecting my order from a store?

Please could you bring your photo ID and your confirmation email to the store and show them to a member of staff to collect your item.

If somebody else is picking up the item(s) on your behalf, please ensure that they have the confirmation email and a copy of your photo ID. You will have 10 days to collect your item from the store

What happens if I am not there when my order is delivered?

Not to worry, our couriers will leave you a calling card or send you an email or text to let you know they’ve been.

Follow the instructions to arrange a day that’s more convenient for you. For smaller items they may leave your delivery with a neighbour or in a safe place on your property.

How do I track my delivery?

Your delivery date is printed on your receipt or order confirmation, but yes you can track your order once you have received your dispatch email.

Click the link in the email to track your order. Our couriers will also email or text you on the day of delivery to let you know they’re on their way.

What if I am not in for my scheduled collection?

Please call our customer service team to rearrange the date.

I have received an incorrect item?

We are sorry that you have been sent an incorrect item, don’t worry, just call our customer service team and they will sort this out for you.

What if I want to return my item?

You can return unused items to any of our stores, no matter if you bought it online.

Alternatively you can return your items to our Support Centre:

Mamas & Papas Returns,

Colne Bridge Road,

Huddersfield,

HD5 0RH*

Or we can arrange for our recommended courier to collect your items at a charge of £40. To arrange a collection please call our Customer Service team. No return charges will be incurred if a product has arrived damaged or faulty.

*Unfortunately, we are unable to pay for postage in this instance.

What if I want to return my item?

You can return unused items to any of our stores, no matter if you bought it online.

Alternatively you can return your items to our Support Centre:

Mamas & Papas Returns,
Colne Bridge Road,
Huddersfield,
HD5 0RH*

Or we can arrange for our recommended courier to collect your items at a charge of £40. To arrange a collection please call our Customer Service team. No return charges will be incurred if a product has arrived damaged or faulty.

*Unfortunately, we are unable to pay for postage in this instance.

What is your return policy?

We offer a 30 day returns policy. You can return any unused item for a refund or exchange as long as they're in a re-saleable condition, in their original packaging with tags still attached.

This excludes items that have been personalised for you, any toiletries, underwear, swimwear, opened mattresses, refurbished items and clearance items marked with a red dot.

Payments

How can I make a payment?

You can make payments in store or with our Customer Service team, either will be happy to process this for you.

Did you know friends and family can make a payment on your order - They need the surname your order has been placed under and your deposit number

Do you accept international cards?

You can pay for items with any Chip and PIN card at our stores.

At this time we are unable to accept international card payments online.

Do you offer store credit or finance?

We offer 0% interest free credit for 6 or 12 months when you spend over £600, only available in store.

Do I have to pay for my order in full?

Deposit facility – In store we offer a deposit facility where you can pay 25% of your orders total and pay the rest of 28 days before your order delivery date.

Finance - 0% interest free credit for 6 or 12 months when you spend over £600, only available in store.

Online orders – Full payment is required for online orders – payment taken at the time of purchase

Click and collect – Full payment is required for Click & Collect orders – payment taken at the time of purchase.

PayPal - If you’re shopping online, you can use PayPal’s credit option at checkout when opting to pay via PayPal

Can I pay for my order using different payment types?

• We welcome payment by the following credit and debit cards in store, through our Customer Service team and on our website at mamasandpapas.com: Visa, MasterCard, Maestro, Visa Electron and Laser (Republic of Ireland in store purchases only). Payment by PayPal is accepted online, on our website only.

We also accept love2shop paper vouchers in our stores.

Some stores situated in Shopping Centre’s and Retails Parks may also accept their own shopping Centre/retail park vouchers, please check with the individual store for clarification and T&C’s.

Store Enquiries

Do your stores offer a car seat fitting facility?

We offer a fitting facility with one of our IOSH trained car seat expert.

When are your stores open?

Our stores are open 7 days a week. You can view all of our store opening times via the link below:

Store Information

Where are your stores located?

Our store information can be found via the link below:

Store Information

Can I place an order and collect from an M&P store?

You can use our online click and collect service.

Finance - 0% interest free credit for 6 or 12 months when you spend over £600, only available in store.

You can order your item in store and ask for it to be delivered to the store for you to collect at your convenience.

You can also place an order with our customer service team and arrange for you items to be delivered to a store of your choice

Product Enquiries

How long is your product guarantee?

Mamas & Papas have a wide range of products which are all tested to ensure they are of the highest standard and quality. Mamas & Papas warrants that our products will be free of manufacturing defects where used and maintained in accordance with the instruction manuals for the following periods:

2 Years: All new products

 

Where your product is covered by our guarantee against manufacturing defect, we will at our discretion provide one of the following free of charge:

Spare, repair or replacement.

Replacement self-fit part. Instructions will be provided where required.

A repair carried out by one of our experienced technicians at our Service Centre.

A replacement where the product is deemed irreparable.

My product has developed a fault, what do I do?

If you’re product is damaged or has a fault, we want to know. Pop into one of our stores and our experts can inspect your product for you.

If the product is too large to bring in, please take lots of pictures of the fault and give our Customer Service team a call.

If you would like to make a claim under your Manufacturing Guarantee please check our terms by clicking here then give us a call. Please have your product LOT/serial number and proof of purchase ready.

What if I am not happy with the quality of my product?

Unused - We want you to be happy with everything you buy from Mamas & Papas. If for any reason you are not satisfied with your purchase we offer a 30 day returns policy where you can return any unused item(s), in its original packaging with tags still attached, provided that it is in a resalable condition.

How long does it take for my refund to be processed?

Please note that all refunds are to the original method of payment

If you return your goods to:

A Store - we can refund you immediately if you have paid by either cash or credit/debit card, if you have paid by PayPal this may take up to 48 hours to process.

Customer services – cannot refund cash purchases. If you have paid by any other method once we have your goods a refund will be processed within 48 hours.

How can I get Instructions for my product?

All our current product instruction manuals can be found via the link below. Feel free to download and print them off, if you can’t find them give our customer service team a call and we can email them to you.

Product Instructions

How do I fold my pram?

We have a selection of “how to” video’s on YouTube, if you can’t find your pram there then either visit one of our stores or call our customer service team. If calling our customer service team, we will need to know which model you have before we can help.

Is my Car Seat compatible in my car?

You can visit one of our stores and book in for a car seat fitting service.

If you are not able to visit one of our stores, we would always recommend that you contact the car seat manufacturer who will have an up to date list of their car seats and which cars are compatible.

Spares

Can I order spare parts for my product?

No problem; we have a selection of spare parts online, you can also purchase most spare or replacement parts from us by calling our Customer Service team. They’ll check if the part is available and, if so, they’ll order it for you. Give us a call and have the product name, LOT/serial number and your proof of purchase ready (this can either be your store receipt or order confirmation email).

How long do you hold spare parts for?

We stock parts for up to 2 years after you have purchased your product.

What do I do if I cannot find the part I need on line?

Don’t worry; give one of the customer service team a call and they can check if we have the part you need. Please have to hand the name of the product, LOT number and description of the part you need.

Are your spares parts interchangeable?

•No not all of them, please call our customer service team who will be happy to assist with your query. We will need to know which product you have, the LOT number and which part you need before we can help.

Can I purchase spare parts through a M&P store?

Yes, orders can be placed for spares in our stores and can either be delivered to your home address or collected from store.

Can I order spares to be sent overseas?

At this present time, we are unable to send spares overseas. We can ship anywhere within the UK.

General Enquiries

What do I do if I have an issue with my M&P product not purchased directly through M&P?

Please contact the retailer where you purchased the product from and they will be happy to help.

Do you price match?

If you do find an item cheaper with a competitor, either online or in store, tell us. If it matches the same spec as our model, we’ll match the price. And if you find something cheaper within 20 miles from one of our stores, we’ll match that price.

This only applies on agreed high street competitors – so trusted brands you can find on the high street, in department stores and shopping centres. It does not include online only shops or smaller independent stores.

The item must be in stock and available for immediate delivery in order for us to price match.

How do I reset my password on my account?

Simply go to Sign in/Register, then click forgot your password? And follow the instructions to reset.

Where can I buy an M&P Gift card?

To make it easy for you, there are a number of ways where you can purchase an M&P gift card, you can get them in store, via our customer service team or at the following retailers: Tesco, Morrison’s, Sainsbury’s, Wilko, The Gift Card Centre, WH Smiths, Funky Pigeon and Clintons.

Sterling cards can be purchased in our UK stores, online at mamasandpapas.com or through our Customer Service team.

Euro cards can be purchased in our Republic of Ireland stores or through our Customer Service team.

Only one gift card can be purchased per transaction at a maximum value of €300 or £300.

Where can I spend my M&P Gift card?

You can spend your M&P gift card in any one of our stores or online by entering the details on the payment page.

How do I claim my VAT back?

You can only claim your VAT back if we have shipped your goods directly to the VAT exempt country. To claim your refund, please contact out customer service team.

How do I get a VAT receipt?

You can visit one of our stores or call our customer service team who will be able to help with this.

Do you offer a gift wrapping and messaging service?

In store – yes, please ask a member of staff for details and availability.

On line – no, you can however, purchase a gift box with your order.

Do you offer a gift wrapping and messaging service?

Some of the items sold on our website may be pre order, this means that although we may not have stock at present we are due stock into our warehouse and can delivery to you after this date.

What is your refund & exchange policy?

We will refund or exchange any unused items that are in a saleable condition within 30 days of purchase with the original store or gift receipt, or the order confirmation email, at the prices shown.

Refunds will be processed to the original payment method shown on your store or gift receipt, or the order confirmation email. Bear in mind that if you made a payment via PayPal this refund may take a little longer to process.

How do I book a personal shop?

You can book a personal shop using the link below:

Book Personal Shop

How do I book a parents to be event?

You can book a personal shop using the link below:

Book Parents To Be Event

What is an authorised person on your account?

Additional people can be added to your account so they can deal with queries on your behalf. All you need to do is call our customer service team, once you have passed data protection question and gained access to your account you can add as many authorised people as you wish.

What is a LOT number?

A lot number is a 3, 4 or 5 digit number attached somewhere on the product that identifies when and where your product was manufactured

What is a LOT number?

Where can I find my LOT number?

Pram/Pushchair
This can be found on the bar that runs between the rear wheels or under the footrest.

Wooden Furniture
This can be found on a label on the back panel.

Cots/cot bed/bed
This can be found on label on the base

Clothing and fabrics
On a label by the wash care label

Branded Items
Please refer to the instruction booklet for location

If you can't find the answer you're looking for then pop in store and speak to our experts. Click here to find your nearest store.

Call us

Give our Customer Service team a call on 0345 268 2000.

For opening hours click here.

Email us

Click here to email our Customer Service team.

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Free Standard Delivery - On Orders Over £50
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