Customer Service

Welcome to the MumsTheWord Customer Service pages.
We have tried to answer many of the common questions that you may have about the services that we offer. If the answer you are looking for is not here, please Contact Us by email, telephone, fax or post:

New Customers
How do I shop online?
How do I contact MumsTheWord?
How do I find the products I am looking for?
How do I change my online account information?
How do I see what I've placed in my shopping basket?
How do I pay?

How do I shop online?
Having logged on to our website, make sure that you have 'cookies' enabled on your PC otherwise the ordering and checkout systems may not display correctly. (full information about cookies can be found in our Terms and Conditions). Browse through our site and decide on a purchase, click on the item you are interested in and when the new page opens you will see a 'Buy' button. Click on this and the contents of your basket will be displayed. If you want to add more purchases, click on the 'continue shopping' button and add more items to your basket. The contents of your basket and the total cost is always displayed on the left hand side of the screen. Once you have finished shopping, click on the 'Checkout' button and then follow the instructions through the 4 pages of the checkout proceedure and then finally click 'Place Order'. Until you take this step, no purchase has been made. You will then be sent a confirmation copy of your order to the email address that you used to register in the checkout.

How do I contact MumsTheWord?
You can contact us by email, telephone, fax or post.
Email to: customercare@mumstheword.com
Telephone: 0800 160 1922(Monday - Friday, 9am - 5.30pm)
Post: Mumstheword.com Limited, Saddlers Court, Hill House Hill, Liphook, Hampshire GU30 7PX

How do I find the products I'm looking for?
If you know the product code, (for example CAR100) then type it into the 'Search' box in the left hand navigation bar and press the 'return' key. Alternatively, click on the product directory which will show you all the main product types that we stock and where to find them in the shop. You can also search the shop by product brand by clicking on that button instead. Finally, you can type some keywords to do with the product you are looking for into the 'Search' box. for example morning sickness, and all products which relate to morning sickness will be displayed.

How do I change my online account information?
Go to the checkout and log into your account using your existing email address and password. Once logged in, you can check or amend any of the contact details that we hold about you.

How do I see what I've placed in my shopping basket?
Once you have placed something in your basket, the list of products selected, their price and the total are always displayed in the box in the left hand navigation bar.

How do I pay?
Online payments for products can be made by most major credit or debit cards. We accept payment by:
American Express; Mastercard; Visa; Maestro; Visa Debit; Visa Electron; Switch; Solo and JCB.
If you prefer to place and pay for your order over the telephone, please ring us on 0800 160 1922, Monday to Friday between 0900 - 1730 hours, and we will be happy to help you.

Orders and Returns
How do I know my order has gone through?
How do I know my order has been sent out?
Where is my order?
Can I return, exchange or get a refund?
How long will it take to receive a refund?
What if my order arrives damaged?

How do I know my order has gone through?
After you have pressed the 'Place Order' button in the confirmation page of the checkout process, your payment details are checked and payment authorised. You will then see an Order Confirmation message on your screen, followed by a follow-up email to the email address that you used when registering on the site. If payment is not authorised for some reason, there will be an on-screen message to that effect.

How do I know my order has been sent out?
On the day your order is despatched we send you an email informing you. The email also gives you advice on what to do if you suspect your delivery has gone astray.

Where is my order?
We aim to despatch all orders by the next working day, or we will contact you by email if there is a problem. If you have not received an email from us confirming despatch of your order, or notifying you of a delay, within 2 working days of placing your order, please Contact Us for an update, by email: customercare@mumstheword.com or by telephone: 0800 160 1922. Please quote your order reference number in all correspondence, to help us respond as quickly as possible.
If you have received an email confirming the despatch of your order, please follow the instructions in the email regarding contacting your local Royal Mail sorting office to find out if the order is being held for you there. If the parcel is not there, please contact us to arrange for a replacement delivery.

Can I return, exchange or get a refund?
We hope that you will be pleased with your order. Should you not be, for any reason, you have the right to cancel by notifying us in writing or via email, within fourteen days from receipt of the goods. Please note that mumstheword.com Limited will only refund or replace any products that were purchased direct from us.
Under the United Kingdom’s Distance Selling Regulations, UK customers have the right to cancel the contract for the purchase of any item within seven working days of delivery.
If any item arrives damaged or defective, please contact us and we will make arrangements for a replacement to be delivered to you.
For reasons of hygiene and safety, we are unable to offer exchanges or refunds on any opened consumable or cosmetic product. Consumable or cosmetic products must be in their original condition, unused and unopened.
As part of our service, we are happy to exchange any items of lingerie, including Belly Bandit, purchased from us, as many times as it takes for you to feel satisfied with the fit, but this is conditional on the item being returned to us in its original condition and packaging, unworn (other than for the purpose of trying the item on to check the fit), unwashed and with all labels intact. Please do not wear or stretch these garments for any length of time as they will be deemed to be worn and cannot therefore be exchanged. The item with packaging must be fit for resale.
Your return should be wrapped securely in the same packaging in which you received it, and should be returned to:
Returns
Mumstheword.com Limited
Saddlers Court
Hill House Hill
Liphook
Hampshire
GU30 7PX
Please ensure that you retain proof of postage.
Once we receive the returned goods in saleable condition from you, a refund for their cost will be made within 5 working days to the credit/debit card that was used in the original purchase.
Customers are responsible for the cost of returning the goods to mumstheword.com Limited.
Please note, we do not refund any carriage charges paid.

How long will it take to receive a refund?
We will refund the credit or debit card used to purchase the product within 5 working days of receiving the product back from you in saleable condition.

What if my order arrives damaged?
Please contact our customer care office immediately either by email, (customercare@mumstheword.com) or by telephone (0800 160 1922). We will take down the details of the damage and arrange for a replacement to be sent out to you.

Delivery
How much does delivery cost?
When will my order be delivered?
Is next day delivery available for every product?
Can I choose a delivery time?
Can I leave special delivery instructions?
What if I am out when delivery is made?
Do you deliver overseas?
Can goods be delivered to more than one address?
Not all of my order has been delivered?
Will I have to sign for my delivery?

How much does delivery cost?

Please note that the next working day after Friday is Monday. While most next day delivery orders will be made in the morning, delivery can be made at any time between 9am - 7pm
If a next day Saturday morning delivery is required, please select the Saturday Morning Delivery option which carries an additional charge
We can also deliver to BFPO addresses in Western Europe at the standard MOD rates.

When will my order be delivered?
Over 98% of our orders are despatched on the working day after receipt. We use Royal Mail 2nd class post for orders weighting less than 500gm. For heavier parcels (or those with a value in excess of £30) we use Home Delivery Network's 48 hour parcel delivery service, which is a fully tracked service to
ensure full traceability of your order.

Is Next Day delivery available for every product?
All next day delivery orders are sent out using Home Delivery Network's 24 hour delivery service. This is a fully tracked service to ensure full traceability of your order

Can I choose a delivery time?
Unfortunately not. Royal Mail deliveries are dependent on the timescales of your loacal postman. Home Delivery Service cannot give a definite time in advance, but using their "Track & Trace" information on their website will give an indication of delivery. Full tracking details are sent to you on the evening of the day your order is sent out from our warehouse.

Can I leave special delivery instructions?
Please bear in mind that all deliveries are made by your local postman who may already know where to leave packages if you are out. If you do not want packages left with your neighbours, please say so in the delivery instructions box and we will add a note for the postman to the parcel's address label.

What if I am out when a delivery is made?
The postman or HDN driver will leave a card saying that your parcel has either been left with a neighbour or taken back to the local Royal Mail sorting office or HDN depot from where it can be collected or delivery to your address rearranged.
If you at work during the week, you can arrange for delivery to be made to your workplace by selecting the Different Delivery Address option in the checkout.

Do you deliver overseas?
We currently deliver to addresses in the UK, the European Union and other Western European countries.
If you wish to have an order delivered to any other country, please contact us by email at overseas@mumstheword.com so that we can give you an estimated shipping cost.
Deliveries to Western Europe are via Airmail Small Packets Service (up to 2kg) or using Home Delivery Network's courier partners. The service chosen is dependent on the weight of your order

Can goods be delivered to more than one address?
If you wish to send the same item or gift to more than one address you will need to complete a new order for each address.

Not all of my order has been delivered
Please check the despatch note that comes with the goods to make sure that the order is not being delivered in more than one box. Also some of our products are quite small and may be 'hidden' under the packaging. If this fails to solve the problem, please ring our customer services team on 0800 160 1922 or send us an email to customercare@mumstheword.com

Will I have to sign for my delivery?
As our deliveries are made using the Royal Mail, a signature is not normally required.
With the Special Next Day Delivery Service a signature is required.

Shopping with us
What are working days?
How do I contact MumsTheWord?
What Is a Promotional Code?
How do I change my online account information?
How do I find the products I am looking for?
What if an item is out of stock?
When will my debit or credit card be charged?

What are working days?
Working days are Monday to Friday excluding bank and other public holidays.
Please note that if you request the Special Next Day Delivery Service on a Friday, your package will be delivered on the following Monday (assuming this is not a public holiday). Orders received after 14.00 hours on Friday or on Saturday or Sunday will not be processed until Monday.

How do I contact MumsTheWord.com?
You can contact us by email, telephone, fax or post.
Email to: customercare@mumstheword.com
Telephone: 0800 160 1922 (Monday - Friday, 9am - 6pm)
Fax:
Post: Mumstheword.com Limited, Saddlers Court, Hill House Hill, Liphook, Hampshire GU30 7PX

What is a promotional code?
From time to time you may receive a promotional code from us which entitles you to a discount on products bought on the MumsTheWord website. To receive this discount, type your valid promotional code into the Promotional Code box which is displayed at the top of your shopping basket. The correct discount will then be applied to your purchases.

How do I change my online account information?
Go to the checkout and log into your account using your existing email address and password. Once logged in, you can check or amend any of the contact details that we hold about you.

How do I find the products that I am looking for?
If you know the product code, (for example CAR100) then type it into the 'Search' box in the left hand navigation bar and press the '>' button. Alternatively, click on the product directory which will show you all the main product types that we stock and where to find them in the shop. You can also search the shop by product brand by clicking on that button instead. Finally type some keywords to do with the product you are looking for into the 'Search' box. for example morning sickness, and all products related to morning sickness will be displayed

What if an item is out of stock?
Although we try to keep 100% of our products in stock every day, at times of exceptional demand or unusually long supplier lead times, there may be products that become temporarily unavailable. If this is the case, then we will contact you by email within 24 hours to let you know when that item will be back in stock. You can then make the decision as to whether to wait for the product before we deliver all the items in your order, to have the delivery made in two parts or to cancel that part of the order and re-order later. Whatever you decide we will keep you fully informed of the progress of your order.

When will my debit or credit card be charged?
Your debit or credit card will normally be debited on the day that your order is picked and ready for despatch from our warehouse.

Gift Wrapping
Can I have my order gift wrapped?
I'm sending my order as a gift, where will the invoice be sent?
I've received a gift, can I return it?

Can I have my order gift wrapped?
Nearly all our products can be gift wrapped by 'ticking' the Gift Wrap option in the checkout. The cost is £3.50, and you can also write a gift message card which we will include with the order. Please note that unless otherwise specified in the delivery instructions (or by an email to us at customercare@mumstheword.com), that all items ordered gift wrapped will be wrapped in a single package. If a product cannot be gift wrapped it will normally show this on the product details. In all cases, if gift wrapping is requested and we cannot fulfill the request, the £3.50 charge will be refunded.

I'm sending my order as a gift, where will the invoice be sent?
No invoice travels with the goods, just a despatch note which shows no prices, but simply who ordered the products, who they are being delivered to, and which products are included in the parcel.

I've received a gift, can I return it?
You can certainly return the gift to us. Please follow the returns proceedures to be found in the Orders and Returns section. Please note that in the event of a refund being made, it will be made to the credit or debit card used in the original transaction.

Security and Privacy
Is it safe to give out my personal details online?
Can you save my details if I leave the website?
How do you use the personal information that I supply?
What is a 'cookie'?
I've forgotten my password?

Is it safe to give out my personal details online?
We use the latest industry standard Secure Sockets layer (SSL) encryption technology for the encryption of potentially sensitive information and to ensure absolute safety. This means that sensitive information such as your credit card details cannot be intercepted and seen by anyone except our UK-based Internet Payment provider, Protx Limited (For full details of Protx, please log onto their website www.protx.com).
As required by the UK Data Protection Act, Mumstheword.com Limited follows strict security procedures in the storage and disclosure of the information that we collect to process your order and to provide a more personalised shopping experience. When you browse our site we do not collect any personal information about you. The information that we receive about you is used to evaluate the effectiveness of our website and to help plan future improvements. Mumstheword.com Limited conforms with the requirements of the Data Protection Act 1988, and is registered with the Information Commissioner.

Can you save my details if I leave the website?
Once you have closed our site in your browser window, any uncompleted orders in your shopping basket will be lost, but if you registered as a customer on the web site, your name, address and email details will be retained.

How do you use the personal information that I supply?
We only use the information that we collect to process your order and to provide a more personalised shopping experience. For example, we only ask for your telephone number so that we can contact you if there is a problem with your order. When you browse our site we do not collect any personal information about you. The information that we receive about you is used to evaluate the effectiveness of our website and to help plan future improvements. We do not give any of your personal information that we hold to any third party.

What is a 'cookie'?
A 'cookie' is an alphanumeric identifier that we transfer to your computer's hard drive through your web browser to allow our systems to recognise your browser so that our shopping basket system can store the items that are currently in your basket and know whether or not you are logged on as a registered customer.
The website uses both 'session' cookies which disappear as soon as you close your browser and 'permanent' cookies which are kept on your computer. Neither of these types of cookie store or gather any personal information about you.

I've forgotten my password, what do I do?
Go to the registration page in the checkout and type in your registered email address. Then click the 'forgotten my password' link. We will send the password that you have stored with us direct to your email address.

Technical
Do I need a specific browser version to view the website?
What monitor resolution should I use?
What should I do if I am having problems viewing the website or placing an order?

Do I need a specific browser version to view the website?
This website works with a wide range of browsers. However to get the best out of our website we recommend that you use Internet Explorer 5.5 and above, or Netscape 7 and above on your PC

What monitor resolution should I use?
We recommend setting your monitor resolution to 1024 x 768

What should I do if I am having problems viewing the website or placing an order?
Initially, please check that your computer settings allow 'cookies' to be placed on your machine and that 'pop-ups' are allowed for this site. If this is not the cause of your problems, then please contact our customer service department either by email to technicalsupport@mumstheword.com or by telephone: 0800 160 1922 (monday - Friday 0900-1900) and we shall try to assist you.

Terms and Conditions
By accessing this website which is owned by Mumstheword.com Limited, you agree to be bound by the terms and conditions set out below. If you do not agree to be bound by these terms and conditions, you may not use or have access to this website. If you have any questions regarding these terms and conditions, please contact customercare@mumstheword.com

Delivery Charges
Our Standard Delivery charge for the United Kingdom is £2.00 for orders of £15.00 or less and £3.95 for higher value orders. For lighter orders, we use Second Class Post and for heavier and higher value orders we use Home Delivery Network's (HDNL) 48 hour service.
Standard Delivery orders to a UK address, valued in excess of £60, will be sent carriage free.
From time to time we may offer "Free Delivery" on all orders being sent to a UK delivery address, regardless of order value. For the avoidance of doubt, this "free delivery" offer only applies to our standard shipment method (currently Royal Mail 2nd class post or HDNL 28hour service). Next Day or premium rate service chnarges will still apply
Special Delivery Next Day service for the United Kingdom costs £5.95. We need to receive the order before 12.00 to take advantage of this service. Orders for Special Delivery received on Friday will not be delivered by the Royal Mail until the following Monday. Special Delivery orders received late on Friday or on Saturday or Sunday will not be processed until Monday morning.

Payment
Payment for goods ordered can be made by most major credit or debit cards:
American Express, Mastercard, Visa, Maestro, Visa Debit, Visa electron, Switch, Solo and JCB.
If payment is declined by your card issuer, Mumstheword.com Limited shall not be responsible for any costs or inconvenience caused by a subsequent delay in despatch. If you would prefer not to place your order over the internet, we can take your credit card details over the telephone. Please ring 0800 160 1922 between 9am and 7pm, Monday to Friday