Frequently Asked Questions
General Information
Where is Nappy World UK based?
We are a UK-based business located in Dorset. Our registered business address is: Unit 311 Ringwood Road, Ferndown, Dorset, BH22 9AD, UK.
How can I contact customer support?
You can reach us by email at nappyworlduk@gmail.com or by phone at 07957 730268. We aim to respond to all enquiries within 24 hours during business days. Visit our Contact Us page for more options.
What are your business hours?
Our customer support team is available Monday to Friday, 9:00 AM – 5:00 PM GMT. We are closed on weekends and UK public holidays, though orders placed during this time will be processed on the next business day.
Orders & Payment
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, American Express) as well as secure payments through PayPal and Shopify Payments.
Can I change or cancel my order?
If you need to change or cancel your order, please contact us immediately at 07957 730268. Once an order has been dispatched (usually within 1 business day), we are unable to cancel it, but you may return it following our Return Policy.
Will I receive an order confirmation?
Yes. Once your order is placed, you will receive an automatic confirmation email with your order details. If you don't receive this within a few minutes, please check your spam folder or contact us.
Can I order by phone?
Yes, you can place an order by calling us on 07957 730268 during business hours. Our team will be happy to assist you.
Shipping & Delivery
How much does shipping cost?
Shipping costs are calculated at checkout based on the weight of your order and your delivery location. We offer both Standard and Express shipping options.
How long will it take to receive my order?
- Handling Time: 0–1 business day
- Transit Time: 2–4 business days for Standard Delivery
- Order Cut-off: Orders placed before 2:00 PM GMT are processed the same day
Do you provide tracking information?
Yes. Once your order is dispatched, you will receive an email with a tracking number and a link to monitor your delivery status.
Do you deliver outside the UK?
Currently we primarily serve UK customers. If you are based outside the UK and would like to place an order, please contact us at nappyworlduk@gmail.com to discuss delivery options and costs.
Returns & Refunds
What is your return policy?
We offer a 30-day return window for unused and unopened items in their original packaging. For hygiene reasons, we cannot accept returns on opened packs of incontinence products or nappies.
How do I start a return?
Please email us at nappyworlduk@gmail.com with your order number. For faulty items, we will provide a prepaid return label. For “change of mind” returns, the customer is responsible for the return shipping cost.
How long does a refund take?
Once we receive and inspect your returned item, refunds are typically processed within 3–5 business days. The funds will be returned to your original payment method. Please allow additional time for your bank to process the payment.
What if my item arrives damaged or faulty?
We're sorry to hear that. Please contact us within 48 hours of receiving your order at nappyworlduk@gmail.com with your order number and a photo of the damage. We will arrange a replacement or full refund as quickly as possible.
Products
Are your incontinence products suitable for heavy use?
Yes. We stock a wide range of incontinence products across different absorbency levels, from light to heavy, to suit varying needs. Product descriptions include absorbency ratings to help you choose the right option.
Do you sell products suitable for care homes and healthcare settings?
Absolutely. Many of our products, including our incontinence pads and patient handling equipment, are used in care homes, hospitals, and healthcare environments. Please contact us for bulk pricing enquiries.
Are your Wayuu bags genuine handmade products?
Yes. Our Wayuu bags are authentic, handmade products crafted by indigenous Wayuu artisans in South America. Each bag is unique and made using traditional weaving techniques passed down through generations.
Privacy & Security
Is my personal data secure?
Yes. Our store is powered by Shopify and uses industry-standard SSL encryption to protect your data and payment information. We never share your personal details with third parties for marketing purposes. Read our full Privacy Policy for more details.
Do you store my payment details?
No. We do not store your card details. All payments are processed securely through Shopify Payments or PayPal, which are fully PCI-DSS compliant.
Still have a question? Get in touch with our team — we're always happy to help.