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.

Frequently asked questions

I need some advice about a product.
 

If you can’t find the answer online pop in to one of our stores and our experts can help you with all your questions. If you have more time, why not book a complimentary Personal Shopping appointment? We can give you all the advice, tips and inspiration you need to make an informed decision.

Click here to book an appointment

What is your Price Match Policy and how do I make a claim?
 

If you find it for less, don’t worry; we'll match the price. Our Price Match Promise guarantees that, if you find an identical product cheaper in any high street retailer sold with the same service conditions, we'll match it or refund the difference within 7 days of purchase or receipt of your items!

Click here for more information and to make a claim

Can I pick up an item in store?
 

Of course! Using our free Click & Collect service you can pick up most items in 1 hour. Find the product you want and enter your postcode in the Click & Collect store stock checker, then just order and pick it up. (If a product page has no ‘collect’ tag then unfortunately it isn't available for Click & Collect).

When can I collect my Click & Collect order?
 

Your order confirmation email tells you when your order will be ready to collect. We will also text you when your order has arrived in store and ready to be collected.

Can I change my delivery address?
 

You can indeed, just give our Customer Service team a call and they’ll sort it out for you. However, once you’ve received an email to say your order has been dispatched, we won’t be able to change your address.

Can I change or cancel my order?
 

So that we can make sure we can get your order to you on time our team start preparing your order 1 hour after you have placed it so we are unable to change or cancel after this point.

Can 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 despatch 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.

Click for delivery information

How do I make a payment on my balance?
 

You can make a payment either in store or by calling our Customer Service team.

What happens if I am not home to accept delivery?
 

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.

I haven’t received all the items I ordered?
 

If you’ve ordered more than one item we may deliver your order separately as your items may be coming from different warehouses.

You can check this by tracking your order from the link in your dispatch email. If you haven’t received all your items after the specified date call our Customer Service team.

What is your returns 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, refurbished items and clearance items marked with a red dot.

Click for Policy

How do I return an item?
 

You can return unused items to any of our stores, no matter if you bought it online, through our home shopping team, or at another Mamas & Papas store. 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 the 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.

Find out more

How do I make a claim under the 2 year Manufacturing Guarantee?
 

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.

My product is damaged or is faulty, what should 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.

I can’t find the product instructions.
 

Click here for the link to all our current product instruction manuals. Feel free to download and print them off.

I need a spare or replacement part?
 

No problem; you can 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. We stock parts for up to 2 years after you have purchased your product. 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).

Click here for Customer Service opening hours and contact number.

How do I check the balance of my Gift Card?
 

Simply select Gift card as a payment option at checkout, enter your gift card number and security code and then click check gift card balance. The gift card number and security code can both be found on your gift card.

I've forgotten my password or need to reset my password
 

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

I can't log in to my account as my email address is no longer recognised
 

If we're unable to find your details please create a new account with all your latest information and contact details.

How do I make a complaint?
 

We do what we can to make sure you’re happy with your purchases and the customer service you receive from us. But if something’s wrong, we want to hear about it. That way we can try even harder to put it right. We have a process in place for handling your complaints and making sure you’re listened to.

FIND OUT MORE

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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