Terms & Conditions

Twinkle Twinkle are completely dedicated to your total satisfaction. If you have any suggestions or comments for improvements to the web site, or for items you think we should stock please email

Twinkle Trading Ltd trading as Twinkle Twinkle, Beggars Hill Road, Lands End, Twyford, RG10 0UB. Telephone 0118 969 5550. Email

Registered in England No 04988628

If you see something you want to buy, ordering is easy

• Click on the item you want to add to the basket
• If you need more than one of the same item, just change the amount to the number you need
• At any time you can click 'View Basket' to review the contents of your shopping basket
• When you're ready to pay click 'Checkout' to review your purchases and costs
• Check that the product description you've chosen is correct, enter your address details and payment method
• We ask for information a) as to how you found our site; this is not for marketing purposes but to ensure we are placeing relevant information and adverts in magazines to make it easiest to find you. b) details about your baby: this is to check you have ordered suitable products for the size/weight of your baby/babies. We may telephone or email you to ask for further details or to clarify your needs. We would rather get it right at this stage than have returns, which are both costly and time consuming for us as well as for you! We do not release this information to other parties
• If paying by card your payment will be processed online by HSBC Secure ePayments
• If you prefer to phone or fax your card details through select 'I want to submit my order and phone or fax my card details later'
• We also accept payment by Paypal
• Then telephone your details to us on 0118 969 5550, or fax 0118 969 1965
• Please note we only accept orders for delivery to UK & EEC destinations
• PLEASE NOTE WE CANNOT SUPPLY Motherease, Tots Bots, Bumgenius to MAINLAND EUROPE including France, Belgium Netherlands etc.

We accept payments by both debit card and credit card, and also by cheque (UK£) or postal order (UK£) payable to Twinkle Twinkle and sent to Twinkle Trading Ltd, Beggars Hill Road, Lands End, Twyford, RG10 0UB. If you would like to pay by bank transfer, please ask for our payment details.

If you are shopping from overseas, place your order and your credit card company will convert the transaction to your own currency.

We accept Visa, Delta, Solo, Maestro, and Mastercard. We do not charge for any item until it is ready to ship. Back ordered items are not charged until they are shipped. You may send your card information with total confidence via HSBC Secure ePayments.

!!<<b>UK Deliveries: Postage and packing is FREE for orders over £50 to UK destinations, standard second class delivery is £3.40. </b>

We also offer a First Class Signed For option should you require a more urgent or signed for delivery - this will need a signature on delivery and is £5.95.

Royal Mail Second Class for all UK deliveries, and free postage for all orders over £50 to UK addresses. We may upgrade to First Class or Courier at our discretion & cost.

From time to time we may run special postage offers, and there is no charge to local customers wishing to collect from us - please select from the drop down at checkout and let us know you will collect, or if you'd like FREE LOCAL DELIVERY let us know and we'll drop it off to any RG postcode within the next few days, outlying areas we'll usually manage within a week.

We also offer a First Class Signed For service £5.95. Delivery is usually 1-2 days, but this isn't guaranteed. Parcels over £75 in value or 2kg in weight may go by courier or Special Delivery or other signed for service when you select this option.

*NEXT DAY DELIVERY

If you prefer a guaranteed next working day delivery (by Parcelforce, DHL or Royal Mail Special delivery depending on weight and destination), this is at a cost of £7.50. Please select if you would like to use this service, and telephone 0118 969 5550 to confirm we have your order in stock and are able to do this (leave a message). We may not normally download/process orders until the evening (our working hours tend to fit around small children!), but access phone messages regularly and remotely, therefore we cannot always meet the deadline for next day delivery if we are not immediately aware of it. Deliveries may also be guaranteed for a Saturday at additional cost. We would normally be able to despatch all next day orders placed by mid-day.

Most of our orders are despatched by Royal Mail, larger or heavier orders may be upgraded and sent by either DHL or Parcelforce depending on destination, even if you have not selected this option.

PLEASE NOTE

Orders over £60-70 in value or 1.5kg weight may be sent courier at our discretion, and will require a signature. If you are left a card by the courier please ensure you contact them to re-arrange delivery. A second attempted delivery is free and may automatically be attempted next day if you do not re-arrange delivery, but we reserve the right to charge at cost for any subsequent deliveries that might be needed. If you are likely to be out, please advise in the shipping instructions box if a neighbour can sign, or any alternative arrangements needed. We can deliver to a work address or an alternative address if this is easier for you - please enter the shipping address at checkout. Your invoice address MUST be the payment card address if paying by credit or debit card.

Channel Islands and BFPO are charged as UK rate.

EEC & Mainland Europe Deliveries - Currently Suspended April 2020

Other Countries - Currently Suspended April 2024

We aim to despatch all goods ordered within 2-3 working days* of receipt of your order if paying by debit or credit card, and upon receipt of your cleared payment if paying by cheque/online banking. We often pack only in the evenings following day of order, so if you need to amend or alter your order, or require same day despatch please let us know promtly by email or phone, we usually try to despatch orders the same day if we can. We will advise of expected delivery time by email upon receiving your order, and will let you know if we have any problems, however please allow up to 5 working days from despatch for delivery.

*Please note that although at Twinkle we may work odd hours of the night and often at weekends, the term 'working days' is generally expected to mean the working days of the week ie Monday to Friday, and that parcels sent by courier and post will not normally be delivered on Saturdays or at weekends or Bank Holidays. Please also note that sometimes, particularly mid week onwards, we can pack and despatch your order almost immediately it is placed, so if you don't need it to arrive until after a certain time please let us know!

This delivery time applies to UK mainland only, please enquire for overseas delivery times.

All items on the web site, in all colourways and sizes, are stock items, and as such we aim to supply from our stock. We have over 2500 stocklines, and re-order according to expected order rate but from time to time we may have items out of stock, usually due to circumstances beyond our control. We will advise of any delays and offer alternatives where appropriate. Some bulk buy options we state we will send a substitute if your choice is not available, if you do not want a substitution please state this in the further info boxes on checkout.

Seen something you'd like that isn't on our website? Please enquire, we can often source this for you.

If your item is not in stock, we will back order for you, and will advise an expected despatch date. You will be emailed or telephoned with the option to cancel your order or we can suggest alternatives if you would rather not wait. Should we subsequently not be able to supply this item we may cancel it and refund your payment (if made).

All orders include UK VAT (if applicable) at the prevailing rate. We regret we do not have a facility for overseas customers to reclaim VAT.

Current VAT rates are Zero rate VAT for nappies, wraps, menstrual products and baby clothing. All other products 20% VAT.

All our charges are shown inclusive of VAT at the applicable rate.

On checkout, you are transferred via a secure server to HSBC Secure ePayments Global Payments to provide your card and address details using using SSL encryption. Your details are security checked and verified with the relevant card issuer and your payment is pre-authorised. You will receive a message in your internet browser window to tell you that the payment has been authorised, and we will receive confirmation of this, please make sure you do not close your browser too soon!

We do not receive or store your card details, so we're not able to make any additions to orders remotely. If you've forgotten to order an item, please place an additional order and provided we can ship this with your first order we'll automatically refund your postage on the second order.

Our site is fully PCI compliant, so you can be assured of its security.

If you need to contact us, please email us , alternatively, you can call on 0118 969 5550, International +44 118 969 5550, or write to us at Twinkle Trading Ltd, Beggars Hill Road, Lands End, Twyford, RG10 0UB. All calls are charged as per your standard tariff.

Please note that our premises are not always attended due to the part-time nature of our staff, and are not suitable for young children. Any visits are by appointment only, and usually would beon a Friday morning. Should you wish to see a selection of stock please refer to the events listed at www.twinkleontheweb.co.uk/events.htm or email

Please note we work irregular hours, but generally mornings (9.30-12.30) and sometimes late evenings (9-10pm) are the best times to phone, and it's best to avoid 2-2.30pm as the post is being prepared at this point!

All goods are refundable or exchangeable if returned in their original condition, ie unused and unwashed in their original packaging within one month of your order, or longer at our discretion provided the manufacturers have not changed the product specification (please ask if in doubt). Unwanted goods must be in a re-saleable new condition, we cannot refund or exchange used and/or washed nappies, unless faulty. We may repair/replace used faulty goods as appropriate. If you have made a large order, we recommend that you wash and try a minimum quantity (one or two) particularly if you are unsure about your purchase before unpacking and washing the rest. Please remember we cannot refund any item that has been washed and /or used. We are not able to refund your return postage, or refund your outgoing postage costs unless items are returned within the cooling off period as stated below, or the items are faulty when they arrive, in which case these should be returned for full refund or replacement. Sometimes we may not have a replacement item and we may need to refer you to the manufacturer to replace the goods directly if you do not want a refund. This does not affect your statutory rights.

Cooling Off Period

By law you have a fourteen day cooling off period which starts when you receive your goods. If you wish to return any or all of your order, which must be unused and in their original condition and packaging you must do so within 14 days of receipt of your goods, please state 'Contract Cancellation' as your reason for return. We will refund your item(s) and the appropriate postage and packing element of your original P&P charge (Consumer Contracts Regulations, 2014) For more information on your right to withdraw from your purchase within the 14 working day cooling-off period, visit the Department of Trade and Industry's Web site at: https://www.gov.uk/online-and-distance-selling-for-businesses/overview

When returning goods, please state as clearly as possible the following information, and ideally enclose a copy of your order:

Your name and address, and telephone number

Your order number (top right of paperwork and/or on email)

List of items returned and reason for returning

What you would like us to do (refund/replace with etc)

Please note the manufacturer's original packaging and labels, if any, MUST be returned with your item.

Our adminstration address is Twinkle Trading Ltd, Briley Cottage, Beggars Hill Road, Lands End, Twyford, RG10 0UB.

It is advisable to obtain a certificate of postage for all returns - please ask at your local Post Office for advice.

Whilst we endevour to turnaround returned goods as quickly as possible, at busy times we may sometimes take up to 14 working days to do this.

Faulty or Damaged in the Post items

Please email with details of the problem, enclosing where possible photograph(s) detailing the issue. We will endevour to resolve matters to your satisfaction. Where packages and/or their contents have been damaged please retain the original goods and packaging as this may be needed to support a claim from the carrier.