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Important Safety Notice

Product Recall

All sold through retail outlets and online between June 2017 – October 2018

 

Hazard: Potential problem with the tassels/pom poms which could become detached presenting a choking hazard to young children.

What to do:Customers who have purchased any of these products, or received them as a gift are asked to please stop using them immediately and return the item to any Mamas & Papas store for a full refund. Alternatively, please contact the Mamas & Papas customer service team who will be able to assist you.

 

Contact details: UK: 0345 268 2000 (opt 3) or Ireland: 1890 882 363 (opt 3)
Email: [email protected]

 

No other products are affected by this recall. Please be assured that the safety and quality of our products is always our primary concern.

We apologise for any inconvenience caused.

Frequently asked questions

What products are affected?
 

Fringe Mocassin Gold, Suede Detail Shoe and the Pom Pom Shoe.

How do I contact your customer service team?
 

Telephone: UK: 0345 268 2000 (option 3) & Ireland: 1890 882 363 (option 3)

Email: [email protected]

I’ve lost my receipt, what can I do?
 

On this occasion, we are able to offer a full refund for these items without proof of purchase.

What’s the issue with these shoes, why are they unsafe?
 

It has recently come to our attention that the above products do not meet our rigorous quality and safety standards.

Due to a potential problem with the tassels or pom poms becoming detached, we are recalling these products and ask that all customers return these immediately.

I don’t live near a store, how can I return these to you?
 

Please contact our Customer Service Team on UK: 0345 268 2000 (option 3) & Ireland: 1890 882 363 (option 3) or email [email protected] who will arrange to send you a pre-paid envelope by first class post to return the shoes to our Head Office as soon as possible.

How many of the affected shoes have been sold, in which stores/outlets, and over what timeframe?
 

A total of 1178 pairs of the shoes have been sold through retail stores and online within the UK and Ireland from June 2017 until October 2018

How were these unsafe shoes ever allowed to be sold?
 

It has recently come to our attention that the above products do not meet our rigorous quality and safety standards. These products were independently tested to our requirements during our product approval process, but it appears that during manufacture our exacting standards have not been consistently met. We have therefore taken the decision to recall all of these products and ask that all customers return these immediately.




Product Advisory Notice

April 2018

As part of our ongoing commitment to safety and quality, we wish to reaffirm the importance of following the instructions and ensuring you have all fixings when assembling the cot as recent feedback has informed us that some customers have found it difficult to assemble or reassemble the product when assembling this in cot mode.

To help customers correctly assemble/reassemble these cots, we have uploaded a Video Tutorial and PDF Instructions for all of the products below:

If you are currently using the cot in cot mode, please watch the assembly check video below, making sure to check the top rail as shown – if this is secure and no fixings are missing, please continue to use the cot with confidence.

Click here for assembly check video

If any of the original fixings are broken or missing, please do not use the cot. Please contact our customer care team on UK: 0800 014 8525 or Ireland 1800 947 202, who will be able to assist you. Please do not visit our stores as they won’t be able to help in this instance.

If you take down or take apart the cot and plan to use it again in cot mode in the future, please keep all the original parts and fittings together, along with the product instructions and this website address so you can re-watch the videos when you reassemble the item.

Mamas & Papas is committed to designing and developing products to the highest standards for your family to enjoy, therefore we have listened to your feedback and doing all we can to ensure that other customers don’t experience the same issues.

Frequently asked questions

What products are affected?
 

Sienna, Rialto, Alten and the Riverside cot, which was exclusive to Argos.

How do I know if I have a Sienna, Rialto, Alten or Riverside cot?
 

If you're unsure of which cot you have, please reference the images above. You can also check the label which is affixed to one of the slats on the mattress base, please see an example of this below.

Click here to see example

Are these cots safe to use?
 

Yes they are perfectly safe to use when assembled correctly.

I'm struggling to assemble/reassemble the cot. Can you help?
 

Yes, please view the video tutorial, assembly check video and product instructions in the links above. Alternatively, a member of our customer care team will be able to assist you with this. They can be contacted on UK 0800 014 8525 or Ireland 1800 947 202

How do I contact your customer care team?
 

Please call us on our dedicated toll-free numbers below:

UK: 0800 014 8525

Ireland: 1800 947 202

I've lost one of the original fixings from my fittings pack. What should I do?
 

Please do not use your cot in cot mode. Contact our customer care team on UK: 0800 014 8525 or Ireland: 1800 947 202, who will be able to assist you. Please identify your original fixing that you are missing using your instructions. If your instructions aren’t to hand, you can find digital copies here

What's the difference in cot mode and cot bed mode; why are these affected differently?
 

From the feedback received, the self-assembly slatted side of the product in cot mode appear to be the most difficult part to assemble. As such, when products are assembled as cot beds, the slatted sides of the cot are not required and therefore are no longer part of the assembly process.

To help identify the main area for concern, we have also created an assembly check video, which identifies the main part to check on the cot. If all fixings are fitted and the top rail is secure, this is fine to use

Click here for assembly check video

What do I do if I pass on my cot?
 

We ask that if you pass on your cot to someone else, to please share the product advisory notice with the new product owner. If the new product owner has concerns, they can contact our customer care team on UK: 0800 014 8525 or Ireland: 1800 947 202, who will be able to assist them.




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