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Terms and Conditions

About Us 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, Unit 5, Headley Park Nine, Headley Road East, Woodley, Reading, RG5 4SQ. Telephone 0118 969 5550 Fax 0118 969 1965. Email

Registered in England No 4988628

Making A Purchase 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 Unit 5 Headley Park Nine, Headley Road East, Woodley, Reading, RG5 4SQ.

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.

If you prefer to send your card details separately, simply order on-line then select 'I want to submit my order and phone or fax my card details later' and either fax your details to us on 0118 969 1965 or telephone 0118 969 5550 with your full card details and expiry date. If a Switch card we also need your issue number, plus if a Royal Bank of Scotland card we will also require a start date.
Shipping And HandlingUK Deliveries: Postage and packing is FREE for first order and free for orders over £60 to UK destinations, also free to our email list subscribers and to RG postcodes. We also offer free postage from time to time as a special offer Please select the free postage option on checkout from the dropdown list. Please note that free postage will usually be sent second class. We also offer a First Class Recorded option should you require a more urgent or recorded delivery - this will need a signature on delivery.

UK Postage & Packing charges

Orders up to £15 postage and packing is £1.95, for orders £15 - £60 postage and packing is £2.95, all orders over £60 POST FREE.

First Class Recorded: Orders up to £15 postage and packing is £3.25, for orders £15 - £60 postage and packing is £4.95, all orders £60-£75 £5.95, orders over £75 POST FREE

*Next Day Delivery: We are often able to offer guaranteed next working day delivery by Initial City Link or Royal Mail Special Delivery, this is at a cost of £7.00. Please select if you would like to use this service, and TELEPHONE 0118 969 5550 to confirm we are able to offer this service (you may need to leave a message if the phone is unattended). 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. We would normally be able to despatch all next day orders placed by mid-day.

FREE UK POSTAGE OFFERS: From time to time we offer free postage options including free postage for first orders and free postage for local deliveries, please select from the drop down list. We regret we cannot offer these retrospectively. Free shipping offers not applicable to orders of Moltex nappies or orders with more than 4 packs of liners unless total order value over £60.00. All post is sent Royal Mail 2nd class unless otherwise specified.

Courier Deliveries

Orders over £60 value or 1.5kg weight may be sent courier 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

PLEASE NOTE WE CANNOT SUPPLY Motherease, Tots Bots, Bumgenius to MAINLAND EUROPE including France, Belgium Netherlands etc

Postage & Packing charges for EEC deliveries
up to £20= £2.95,
up to £35= £3.95,
up to £75= £5.95,
up to £100=£8.95,
up to £150=£12.00,
up to £200=£17.50,
up to £300=£22.95,
up to £400=£27.95,
over £400=FREE.

Other Countries

We can ship to Australia, Japan, New Zealand, Singapore and South Africa - please select destination at checkout and the rates will be calculated automatically as follows . Please note product restrictions below


up to £20= £5.95,
up to £50= £12.50,
up to £100= £22.50,
up to £150=£32.50,
up to £200=£44.00,
up to £250=£52.50,
up to £300=£60,
over £300=£75.00,

.

For all other overseas destinations please ask for a quotation. Please note we cannot ship to USA or Canada.

Overseas charges will be confirmed before your order is shipped.

Please note that we are not able to ship certain items outside of UK, these include BumGenius, Nappy Buckets, Moltex, Motherease and Tots Bots.

Attention, nous ne livrons pas les produits BumGenius, Nappy Buckets, Moltex, Motherease and Tots Bots en dehors du Royaume-Uni.

For Motherease products to France please contact your local supplier: http://www.babytob.eu/outrouver.htm
Delivery Schedule

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. 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. We do not charge for your order until it is ready to ship unless you have paid by Paypal which is a pre-paid service. Backordered items are not usually charged until they are shipped.

Back Orders 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).
Tax Charges 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 and baby clothing. Menstrual products 5% VAT, all other products 20% VAT.

All our charges are shown inclusive of VAT at the applicable rate.
Credit Card Security On checkout, you are transferred via a secure server to HSBC Secure ePayments 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. We do not receive or store your card details. Our site is fully PCI compliant, so you can be assured of its security.
Reaching Us If you need to contact us, please email us , alternatively, you can call on 0118 969 5550, International +44 118 969 5550, fax +44(0)118 969 1965 or write to us at Twinkle Twinkle, Unit 5 Headley Park East, Headley Road East, Woodley, Reading, RG5 4SQ. All calls are charged as per your standard tariff.

Please note that our premises are shared warehouse 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

Our fax number has now changed to 0118 969 1965.

Please note we work irregular hours around the needs of small children, 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!
Privacy Policy Twinkle Twinkle do not disclose any buyers information collected by ourselves either by email or given at the time of ordering to any third parties. This information is collected lawfully and in accordance with the Data Protection Act 1998. Cookies are used on this shopping site, but only to keep track of the contents of your shopping cart once you have selected an item. We may from time to time use your postal and/or email address details to send you further information which may be of interest to you. If you do not which to receive this information please email or click the 'Send Mail' logo at the top and bottom of this page, and send a blank email with the subject line 'No Info'

Should you wish to contact us about this policy please email or click the 'Send Mail' logo at the top or bottom of this page.

Returns Policy 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 before unpacking and washing the rest. 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 under the Sale of Goods Act 1979 (as amended). This does not affect your statutory rights.

Cooling Off Period

By law you have a seven 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 7 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 Protection (Distance Selling) Regulations 2000) For more information on your right to withdraw from your purchase within the seven working day cooling-off period, visit the Department of Trade and Industry's Web site at: http://www.dti.gov.uk/CACP/ca/advice/homeshopping/homeshop.htm.

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)

Our address is Unit 5, Headley Road East, Woodley, Reading, RG5 4SQ

It is advisable to obtain a certificate of postage for all returns, and to split the goods into parcels of max £36 value or send by Special Delivery or Standard Parcel with Compensation for parcels to the value of over £36 - 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 21 days or more to do this particularly during school holidays, as we prefer to action returns and exchanges at times when we are unlikely to be interrupted by telephone calls and small children in the middle of what can be sometimes quite complicated transactions.

Remittance Terms All orders are processed in £GBP. Ownership of the goods remains with Twinkle Twinkle until paid for in full. Please only wash and try one of your nappies if in doubt about your purchases, as we can only accept unwashed unused nappies if you wish to return them.

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