SHIPPING AND RETURNS
To be eligible for a return, nappies must be unused and in the same condition that you received it, unused, unwashed and in saleable condition. All other items must also not have been unused and in their original condition and packaging.
To complete your return, please email us within 14 days of receiving your item(s) at myminihippo@gmail.com to let us know that you will be returning the item(s) and receive details for returning the item to us. You can return the item(s) within 30 days from receiving them. Beyond this time, we cannot accept a return. Returns are at the customer’s expenses.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (this is at our discretion):
* Items that have been opened.
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 30 days after delivery
If the item you purchased was faulty or did not work properly, or you think the item was not as described in the item description, please contact us first before requesting a refund as we may be able to resolve your problem to your satisfaction. Once your return is received and inspected we’ll contact you to let you know whether your refund will be processed or not, and credit your original method of payment, within a certain amount of days.
Please note: we’ll refund the full amount you paid for the item(s) you returned, but won’t be able to refund the delivery costs.
If you haven’t received a refund yet where we have told you we have issued one, please check your bank account or card statement to make sure it hasn’t been received and then contact your bank as some banks or card companies take a number of days to credit your account. When returning the item(s), you should consider using a track and signed for postal service. We don’t guarantee that we will receive your returned item.
Our automatic system only shows items that are in stock. In the rare case of the goods not found in our stock, we will contact you as soon as possible by email. You may choose to swap the product or have a partial/full refund.
Mystery boxes or gift boxes may be refunded only if all items are returned and they have not been used, washed or opened. We cannot accept returns for individual items in the boxes.
If you received a free gift with your purchase, and you intend to return the purchased item, you must also return your free gift. The terms for returning free gifts are the same applied for all other items.
ORDER CANCELLATION
If you wish to cancel an order you have placed you must contact us immediately to ascertain whether the items have been dispatched or not. Where they have been dispatched, you will need to return the item to us and you will be responsible for paying the cost of returning the items
EXCHANGES
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at myminihippo@gmail.com to receive details for returning the item to us.
You cannot exchange item(s) that you received as a giveaway prize.
SHIPPING
We aim to dispatch your order within 24 hours and we try our best to dispatch them on the same day for orders placed before 12 noon. However, this is something we cannot guarantee.
In the event of illness or holiday, we will let customers know when the orders will be processed, via social media.
Once you receive our email telling you we have completed processing your order, please allow between 3 to 5 days for delivery in the UK. Free delivery on orders over £40.
All orders are sent via Standard Royal Mail 2nd class. If you require a faster delivery, please drop us an email and we’ll arrange 1st class delivery for you.
If you live in Norwich, we offer a home delivery service free of charge. You just need to select home delivery at checkout. To be eligible for free home delivery, the minimum spend is £20 and you should live within the ring road.
We can ship any of our products to any Country in Europe. However, Brexit means that you may have to pay import charges of customs duty, VAT and admin fees in your Country before your parcel is delivered. These charges will be applied by your Country and not by us. You should check with your Country’s authorities for guidance on custom duty and VAT fees. If you do not pay any import charges due on your delivery, your parcel will be returned to us. On its return we will refund your order minus the original shipping cost.
Please allow 4-6 weeks to receive your items in Europe, as parcels may be held on your Country’s customs for several weeks.
PACKAGING
We care about the environment and, in line with our ethos, we only use green, eco-friendly packaging. Our mailing bags for smaller items are made of sugarcane, the greenest material on the market and therefore fully recyclable.
For bigger orders and wooden toys, we use cardboard boxes sealed with paper tape, so everything is 100% recyclable.