About Us

The Totnes Nappy Company is part of Trading Edge Ltd, a Company run by Steve and Alison Hockings, encompasing www.totnesnappycompany.co.uk and www.westcountryhardware.co.uk

Making A Purchase

Ordering from the Totnes Nappy Company is easy! Add items to your shopping cart as you browse the online shop, then complete checkout when you are finished.

Please note that colours can look different on your computer screen to the original colour. We have tried to reproduce colours as accurately as possible.

Sizing and weight specifications are approximate. It is impossible to provide fitting guidance for every child. If you are unsure please try just one nappy of a particular type to try before buying many.

When confirmation of your order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an invoice. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.

METHODS OF PAYMENT

Credit Card:
If you would like to pay by Credit or Debit Card simply fill in your address details then select "Credit or Debit Card" as your payment method.
You can pay by Visa, Mastercard, Switch, Solo and American Express and payments are completely secure. Look for the golden padlock at the bottom right of your screen (or the top right if you have Windows Vista). Any credit card details you enter are transmitted over a secure(SSL) link and stored using 128-bit encryption. Nobody else will see your payment information.

Paypal:
If you have a Paypal account, you can pay directly from your balance or through a credit card linked to your account. If you would like to use PayPal simply select "Paypal" when you reach Checkout.

Cheque:
If you would like to pay by cheque please fill in your address details and select "Cheque" as your payment method. Please print out a copy of the invoice at the end of the checkout process and send this with a cheque for the full amount made payable to The Totnes Nappy Company to:
The Totnes Nappy Company
The Loft
Langford Farm
Harberton
Totnes
Devon
TQ9 7LN
Please allow 5 working days for your cheque to clear before goods are dispatched. If we do not receive a cheque for an order that is on the system we will email you a reminder after a couple of weeks and cancel the order after a month from the order date.

All goods remain the property of The Totnes Nappy Company until paid for in full.

Shipping And Handling

UK Delivery Addresses:
Standard Postage and Packaging is just £2.99 for all orders up to £50. Over £50 P&P is FREE!

Highlands and Islands postage charges are currenty the same as Mainland UK.

Unfortunately we no longer ship to addresses outside the UK.

We have tried to keep our delivery charges as fair as possible. We cannot charge diferent delivery charges for every order as it would create a system that would be impossible to make clear on the website. Generally, you will pay postage at cost or less than it costs us to send. Occasionally, depending on your order, you may have paid a little more. We are sorry about this and can assure you that it is not a ploy to make a profit - just a result of the weight of the order. Generally, the more you order, the more you save on postage. We are constantly reviewing our postage charges and fiddling with how the website adds it all up. Let us know if you are unhappy with the P&P that you have been charged.

Delivery Schedule

We aim to dispatch orders within 3 days of payment clearing (excluding Saturday and Sunday). At busy times dispatch times may be up to 7 days from ordering. If any of your items are urgent please let us know. Some items are non-stock items and are ordered on demand.

Occasionally circumstances beyond our control mean certain items may be out of stock for longer than anticipated. If this is the case, we will keep you informed of progress.

We use various couriers to give you the best service with maximum flexibility. Small orders are sent by Royal Mail. These should reach you in 2 – 5 working days. Larger orders are sent by 24 Hour Courier. Courier deliveries will require a signature on delivery. If you are out when delivery is attempted you should receive a card letting you know when another delivery will be attempted or telling you that your parcel is being held at the local Sorting Office where it can be collected.

Please let us know if you feel you order is taking longer than expected.

Please note that if your order has been sent by Royal Mail there is a 15 day period before any claims of non delivery can be made. This is from the date of dispatch. This period is imposed upon us by Royal Mail and we cannot refund or replace your order until this period has expired. During this time it is advisable to check with neighbours and to call the local Royal Mail Sorting Office to enquire about your parcel. We will, of course, work with you and try our best to track down any late deliveries.

We will do our very best to get your order to you in good time but cannot be held responsible for any costs incurred due to any delays caused by suppliers, couriers, other third parties or other unforseen delays.

In the event of a parcel being returned to us because of an incorrect address or refusal to accept by the customer, we will cancel the order and refund the purchase price only, less any return charges our couriers or Royal Mail charge us.

Tax Charges

Prices on this website include VAT at 20% where applicable. Vatable items are stated as such. Nappy items are Zero-Rated and do not include VAT.

VAT registration No: GB 866493868

Credit Card Security

When the order is placed at our website, credit card numbers are encrypted using 128 bit encryption. They are only decrypted after they reach our computer. They are not held in clear text on any web site.

Reaching Us

ADDRESS:
The Totnes Nappy Company
The Loft
Langford Farm
Harberton
Totnes
Devon
TQ9 7LN

Email is by far the best method of contacting us and will ensure that we are able to give your enquiry the time and attention it deserves. Emails are checked frequently and urgent emails are generally dealt with quickly. info@totnesnappycompany.co.uk

Phone is a less successful method of contact. There is an answerphone at the office and we will try to call you back within 48 hours during weekdays. Due to not being there full time and when there dealing with noisy toddlers, we are unable to "man" the phone as often or as well as we would like. If you need a quick response please email.

Office: 01364 649258 Mobile: 07976 328480

Privacy Policy

We do not disclose buyers' information to third parties other than when order details are processed as part of the order fulfilment (i.e. to our Payment Processing Provider). In this case, the third party will not disclose any of the details to any other third party.

Cookies are used on this shopping site to keep track of the contents of your shopping cart, to store delivery addresses if the address book is used and to store your details if you select the 'Remember Me' Option. They are also used after you have logged on as part of that process. You can turn off cookies within your browser by going to 'Tools | Internet Options | Privacy' (in Internet Explorer) and selecting to block cookies. If you turn off cookies, you will be unable to place orders or benefit from the other features that use cookies. Data collected by this site is used to:
a. Take and fulfil customer orders.
b. Administer and enhance the site and service.
c. Only disclose information to third-parties for goods delivery purposes.

Returns Policy

We guarantee your satisfaction. All of our products come with a 30 day no quibble guarantee. This includes items that have not been used in any way (including being washed) and, in the case of items that have packaging, they must have their packaging intact. On receipt of the returned item we will issue a full refund or exchange. If you buy a large number of nappies that you have not tried before please just WASH AND TRY ONE. We cannot refund washed/pre-washed nappies unless they are faulty.

Faulty Goods

If a product you purchase from us is faulty you can return it for a full refund or exchange. Please contact us to arrange a refund or exchange. To return an item, please enclose a note giving your name, address and the reason for the return and pack the item(s) securely. If you are returning an item because of an error on our part or because it is damaged, we will be happy to refund the delivery charges incurred in sending the item to you and your costs in returning it to us.

LIABILITY - THE LEGAL BIT!

We shall have no liability to you for any failure to deliver goods you have ordered, or any delay in doing so or for any damage or defect to goods delivered that is caused by any event or circumstance beyond our reasonable control including, without limitation, strikes, lock-outs and other industrial disputes, breakdown of systems or network access, flood, fire, explosion or accident.

If the goods we deliver are not what you ordered or are damaged or defective or the delivery is of an incorrect quantity, we shall have no liability to you unless you notify us in writing (e.g. by email) of the problem within 10 working days of the delivery of the goods in question.

If you do not receive goods ordered by you within 30 days of the date on which you ordered them, we shall have no liability to you unless you notify us in writing of the problem within 40 days of the date on which you ordered the goods.

If you notify a problem to us under this condition our only obligation will be, at your option:- a) to make good any shortage or non-delivery, b) to replace or repair any goods that are damaged or defective, or c) to refund to you the amount paid by you for the goods in question in whatever way we choose.

Save as precluded by law, we will not be liable to you for any indirect or consequential loss, damage or expenses (including loss of profits, business or goodwill) howsoever arising out of any problem you notify to us under this condition and we shall have no liability to pay any money to you by way of compensation other than to refund to you the amount paid by you for the goods in question under paragraph c) above.

You must observe and comply with all applicable regulations and legislation, including obtaining all necessary customs, import or other permits to purchase goods from our site. The importation or exportation of certain of our goods to you may be prohibited by certain national laws. We make no representation and accept no liability in respect of the export or import of the goods you purchased.

Nothing in these terms and conditions is intended to limit any rights you might have as a consumer under applicable local law or other statutory rights that may not be excluded nor in any way to exclude or limit our liability to you for any death or personal injury resulting from our negligence.