Delivery & Returns

Order confirmation

Once we have received your order you will receive an email confirmation informing you that you will receive your goods within 48 hours (not to be confused with a despatch notice). If you are in urgent need of nappies, give us a call on 0141 774 6437 and if we can despatch sooner, we will.  

Out of stock items

Should some of your items be out of stock we will contact you by telephone to notify you of when we expect them to be available. We will ask if you would prefer to wait until your whole order is ready before we despatch or if you would like us to send what is in stock only. It is therefore really important that you give us full contact details, daytime telephone and email are best. We solemnly swear that we will never ever ever ever pass these on to anyone else!  

UK Mainland Postal Charges

Order Value     P&P
Up to £50.00    £3.95
£50.00 +          FREE  

Eire

Flat rate of £12 for parcels up to 33kg – which is approximately 165 nappies so you should be fine there!  

Isle of Wight

Please contact the office if you require a delivery to the Isle of Wight: hello@totsbots.com.  

Overseas Orders

If you live in a country where TotsBots are not readily available we can arrange international delivery (excluding countries where we have a distributor). Please email us for an indication of costs hello@totsbots.com.  

Guaranteed Next day delivery

If your goods are in stock and you would like next day delivery this is something that can be organised if the order is processed before 12 noon. Give us a call and we will ensure your order reaches you the following day. Please note extra delivery charges apply.  

Despatch Notice

Once your order has been passed to the warehouse, packed and ready to go you will receive another email telling you your goods have been despatched. You can expect to receive your TotsBots within 2 working days after this within the UK and Ireland though some countries may have a longer delivery time. Your tracking details will highlight your estimated delivery date. If you are unsure, give us a call on 0141 774 6347.  

Attempted Deliveries

If no-one is in to sign for the order, our courier will leave you a notification card. You must contact the courier to rearrange delivery.  

Attempted Deliveries returned to TotsBots

If the courier company is not contacted to rearrange delivery, the goods will be returned to us. We will then contact you to arrange re-delivery and there will be a charge for this.  

Loss, Damage & Non-Delivery

On the rare occasion a parcel gets lost in transit, we will resend the item once it has been confirmed lost by the Carrier. We will then pursue our loss with them. To support our claim we will require a letter from you stating non-delivery of your goods. If a delivery attempt is unsuccessful as a result of refusal at the delivery address, we will contact the customer to arrange re-delivery and in most instances charge a redelivery fee to cover costs. It is the customer’s responsibility to ensure that any security gate personnel are aware of expected deliveries. This is especially applicable to BFPO addresses.

Any item which is damaged or faulty upon arrival, should be reported to us within 7 days of receipt so that we may take the appropriate action. At TotsBots we are passionate about Customer Care and will deal with any problems which may arise on an individual basis and do our utmost to ensure customer satisfaction. If you are in doubt at all, please call our customer services team on 0141 774 6347.

We want all our customers to be happy even the unhappy ones!

We are confident that you will be delighted with your purchase from TotsBots however if for any reason you wish to send goods back you can be reassured that all returns are covered by the Distance Sellers Protection Act. Your statutory rights are not affected.

So, you have changed your mind and want a refund…

Refunds can only be given if you have bought the nappies directly from TotsBots.  Please note: Postage charges not eligible for refund

Goods must be returned within 28 days of purchase date

They must be in original condition and packaging, unwashed and unused.

It is the customers responsibility to return the goods to TotsBots

Return postage is payable by the customer

Recorded delivery is advisable as TotsBots cannot be held responsible for goods going missing in the post

Please note TotsBots will not refund for goods that have been washed or used unless they are deemed to be faulty by us

You have a fault with your nappies and they are within the guarantee period

Please contact us before sending any goods back to us. If we agree that the nappies are faulty and within guarantee we will give you an RGA code, (Return Goods Authorisation). When sending goods back please quote this code and include a covering letter with your full contact details, details of the fault and your invoice number. However where able, please send a photo of the fault first to help@totsbots.com as this may save you having to return items to us.

In the first instance goods will be repaired or replaced wherever possible, refunds will only be given if replacement stock is not available, a suitable alternative is not available or a repair is not applicable.

We have sent you the wrong stuff…

We are human and sometimes we do make mistakes. Call us first and we will decide which return option is best. For larger parcels of 10 nappies or more it may be better to have the goods uplifted by our courier company

Reimbursing postage costs

We will only reimburse reasonable postage charges. This generally means 1st class recorded. In some instance with larger parcels we will arrange uplift by courier.

Return Goods to:

TotsBots Ltd
Unit 2, M8 Business Complex
259 Summerlee Street
Queenslie Industrial Estate
Glasgow
G33 4DB

We reserve the right to refuse returns or to charge you our fees and expenses if the product is received otherwise than in accordance with these requirements.

12 Month Guarantee

All TotsBots products are covered by our 12 month guarantee. This covers fabric faults and workmanship for a period of 12 months from date of purchase. This does not cover damage caused to product by excessive laundering, for example using harsh stain removers, boil washing, continually tumble drying, adding vinegar or sodium bicarbonate to the wash. Excessive laundering can destroy elastic, make the fabric go bald, reduce the performance of you nappies, drastically reduce the lifespan and will render you guarantee void.

We have had some very bedraggled little nappies come home to us and it just makes us sad to hear what some people do to them to keep them white or stain free. Repeat after us “Whiter than white simply ain’t right”! The nappies are there to catch waste and over time they may become stained or discoloured, this is to be accepted and is not a fault.