Shipping and Returns Policy

UK Shipping

Smaller orders will be sent via Royal Mail.  These will be shipped within 2 working days after payment is received.

Royal mail prices start from £3.95

Larger orders will be sent via courier, you will be given a link to track you order.  

International Shipping

We are happy to ship internationally, we have calculated shipping at checkout.  You will be liable to pay any taxes etc on items that you order.  Failure to do so will result in your product being returned to us, in these circumstances we will refund you for your order but not the cost of shipping or return.



Mama Koala Preorder items have a non refundable deposit of 30%.  As these items essentially fall under the ‘made to order’ bracket, we are not required to refund.  However as a gesture of good will we will offer 70%.  If your order qualified for free delivery, but the return/cancellation of one/all nappies drops your order beneath the £40 threshold l, the cost of shipping will be deducted from your refund.


You are responsible for the cost of returning any goods and the risk of loss when returning them. We recommend that you send returns via insured tracked delivery or by a tracked and insured courier. You will need to make a claim for their value if they go missing. We can not be held responsible for any items returned to us that go missing in the post.

If you cancel or return your whole order within 14 days of delivery to you, we’ll reimburse all payments received from you, including the cost of delivery to you not the cost of returning items, however if you choose a delivery option other than the least expensive type of standard delivery offered by us then shipping won’t be refunded. e.g. you choose a DPD delivery rather than the cheaper Royal Mail option this shipping upgrade cost will not be refunded.

We may make a deduction from your refund for the loss of value of any goods supplied, if the loss is the result of unnecessary handling by you e.g you destroy the packaging of a product. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

We will make your refund without undue delay and not later than:

  1. 14 days after the day we receive back from you any goods supplied.
  2. If no goods supplied, 14 days after the day on which we are informed about your decision to cancel your order.


Please send your items back along with all your full details and what you’d like to exchange them for. If there is an additional balance to pay we will contact you on their arrive to arrange for the additional payment. If a refund is due this will be arranged in accordance with our refund policy above.

Our returns policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. Please note if you do not include a note your refund won’t get processed. Refunds are processed ASAP but your payment provider/paypal can often take about 10 days to deposit it back into your account.

Postage Charges & Refunds

Where you are returning an item that was part of a larger order, we’ll refund the item minus any postage costs that would have incurred had you not ordered the returned item in the first place. For example, if you qualified for cheaper or free postage by ordering this item but you return it and it takes you below the cheaper or free postage rate, postage would be taken off your refund.

Where you are returning an entire order we’ll refund for the items but no delivery postage you paid unless you are returning the items within 14 days of completion of your order.  If you pay for any “upgrades” on postage over our free postage levels these additional postage “upgrades” will not be refunded. For example, your order qualifies for free delivery but you choose to pay for the upgrade to DPD this upgrade will not be refunded.

Used Items

If you have washed or used items, you may be able to sell it through one of the buy/sell forums, or in our facebook group or give it away. If you return items that we reject for refund/exchange as they have clearly been used or washed, you will need to pay the cost of postage for returning to them if you’d like them back. Otherwise we will donate them to nappy libraries or health visitors.

Faulty Goods & Consumer Rights Act 2015

We have very low fault rates on our items as we only buy from quality reliable suppliers but unfortunately faults ocassionally can still occur. If they do we’ll do our best to get your problem rectified quickly. Faulty goods can of course also be returned and we fully comply with the Consumer Rights Act 2015. If goods are returned as faulty but we find that they are not faulty, we reserve the right not to reimburse the return postage costs.

Faulty Goods are deemed as manufacturing faults eg a popper came off. Manufacturing fault DOES NOT include wear and tear or excessive wear or tear of: fabrics, fastenings or elastics, not fitting, being outgrown, absorbency issues/leaks, stains, smells, damage due to incorrect washing, damage from washing machines, drying, storage or care of an item. We reserve the right to not refund or replace if we feel the product has been damaged due to user error or fault.

30 Day Right To Reject

If the item develops a fault within 30 days of delivery please contact us immediately and we will either refund on receipt of the faulty goods or send out a replacement. Any fault developing within 30 days of deilvery you are entitled to a full refund. After 30 days you will not be legally entitled to a refund if your item develops a fault. Please see definition of Manufacturing Fault above.

From 30 days to 6 months after delivery

If you discover a manufacturing fault within 6 months we will presume it was there at the time of delivery unless we can prove otherwise. Our manufacturers will require the item to be returned and inspected by them to ensure it’s a genuine manufacturing fault and not through wear and tear or misuse – please see definition of Manufacturing Fault above. We will need to ask you for in-depth details on how you have used and cared for the product so this can be passed onto the manufacturer. If the item is deemed to have a manufacturing fault we will arrange with the manufacturer to repair or replace your item. If a repair or replacement is not possible or the attempt at repair fails or the first replacement also turns out to be defective you also have a further right to reject the goods for a full or partial refund. No deduction can be made from a refund in the first 6 months following an unsuccessful attempt at repair or replacement. After 6months then a proportional part of the cost of the item will be deducted to cover use of the product. The proportional part is calcaulated based on the length of time a product is expected to last for example a birth to potty nappy is 24 months, a size 1 nappy 9months, a size 2 nappy 15months.

6 Months or More

After the first 6 months the burden is on the consumer to prove the product was faulty at the time of delivery. In practice, this may require some form of expert report or opinion. After 6 months then a proportional part of the cost of the item will be deducted to cover use of the product. The proportional part is calcaulated based on the length of time a product is expected to last for example a birth to potty nappy is 24months, a size 1 nappy 9months, a size 2 nappy 15 months. For example a birth to potty item has a problem after 10 months a refund would be price of item / 24months x 14 months of lost use.  Items being particially refunded will still need to be returned.

Additional non-returnable items:

Gift cards

Please do not send your purchase back to the manufacturer. If you have waited the 10 days and still haven’t received your refund yet, please contact us.

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.


If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift purchaser. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping a high value item, please consider using a trackable shipping service or purchasing shipping insurance. Otherwise we can’t guarantee that we will receive your returned item.