Mum & You

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Frequently Asked Questions

FAQS

What if I need to change my delivery address/diaper size or contact information?

If your bundle has not been shipped then you can log in to your account and make any amendments that you need to, from updating your little one/s diaper size to your delivery address, or just reach out to our support team who would be happy to help you.

I have emailed you. How long will it be before you respond?

We try our best to respond to all enquiries within 24 working hours.

What are your opening hours?

Our support team currently is on hand Monday to Friday between 8am and 8pm EST. You can email us at help@mumandyou.com or call us on 1(806) 758-7606.

I can’t find my answers here. What do I do now?

Sorry we haven’t been able to answer your question here, please feel free to contact our support team. You can call them on 1(806) 758-7606. You can email them at help@mumandyou.com   

Will you let me know when my delivery is on its way? 

We will send you an email confirmation with all your tracking information so you can see how your order is progressing alternatively just log into your Mum & You Account and follow your orders progress. If you need any help just contact our support team. 

How long will my order take?

We want to make shipment as easy & swift as possible by utilizing the expertise of our partners at Mum & You. We process orders as quickly as we can (though special circumstances sometimes arise)

Orders are usually processed within 1-3 business days and shipping times are 1-5 business days in most cases (the total time to get your package may be 2-8 business days).Orders shipping to Hawaii, Alaska and APO/FPO locations can take up to 3 weeks.

Which payment methods do you accept?

You can make your payment to us via any of the following methods; 

  • PayPal 
  • Most credit and debit cards, including Visa, Mastercard, American Express, Discover, JCB, Diner’s Club and Elo card.
  • Shop pay, Amazon pay, and Apple & Google pay (in relevant devices)  

Do you deliver across the US?

We deliver to all 50 states and APO/FPO addresses from our New York warehouse. 

How will my order be delivered?

We normally ship our orders via one of the options provided by the United States Postal Service (USPS). Mum & You reserves the right to switch the shipping method to a more economical option for overweight packages. 

What are your delivery charges?

All our bundles are shipped to you completely Free of charge!

Is it easy to update my order?

Very. You can just log into your account dashboard and make the changes required. However, if your order has been processed then you will need to contact our support team as soon as possible (within 2 hours) on 1(806) 758-7606.

Are your products cruelty free and vegan?

Mum & You believe that beauty and household products should be cruelty free. We are proud to be Leaping Bunny approved. A global programme, Leaping Bunny requires cruelty free standards over and above legal requirements. 

All of our own brand cosmetic products and household and cleaning products are approved under the Cruelty Free International Leaping Bunny programme, the internationally recognisable gold standard for cruelty free products. 

We adhere to a fixed cut-off date policy and proactively monitor our suppliers to ensure that our products continue to adhere to the Leaping Bunny criteria. Our supplier monitoring system is also independently audited. 

For more information about Cruelty Free International, Leaping Bunny and Leaping Bunny criteria, please visit www.crueltyfreeinternational.org.  

All of our products are cruelty free and none are tested on animals. We’re happy to share that these M&Y products are registered by the Vegan Society: 

  • Biodegradable baby wipes 
  • Can Can Water Retention Milk
  • Easy Tiger Stretch Mark Fighter Gel
  • Hands Off Nipple Saviour Spray    
  • Just a Minute Sixty Second Face Mask
  • My Breast Friend Restorative Bust Cream
  • Tummy Time Firming and Toning Gel 

What makes your Diapers eco-friendly?

The core is made using chlorine-free wood pulp from certified sustainable forestry and free from perfume, lotions and latex, our eco-diapers are super soft and comfortable to wear. Our packaging is 100% recyclable and contains 30% recycled content. They can be recycled with carrier bags & soft plastics, where recycling facilities are available.

What makes your Diapers different?

We're committed to looking after today's planet for tomorrow's generation, and this means cutting down on plastic wherever we can.

Our diapers now feature a new wetness indicator and are soft and flexible for a comfortable fit. They're free from perfumes and lotions, making them suitable for newborn and the most sensitive skin. Their super absorbent core locks moisture away from your baby's skin and guards against leaks for upto 12 hours.

Every Mum & You Diaper features a playful tribe of Nappychat characters to help you bond with your baby at change time and beyond. They provide inspiration for songs and stories for your little ones-they're a great way to spark little imaginations!

What size Diapers should I order?

Our Diapers come in different weight ranges.  Please use the below sizing chart to help you  

At Mum & You we work closely with our partners to ensure customers are completely satisfied with their purchases. We will gladly accept returns providing that goods are returned in their original packaging, in sellable condition within 30 days from the date of the invoice. We cannot accept returns where the item has been opened or used unless it is damaged or defective. We also reserve the right to refuse refunds on personal use products for any reason. 

  • We offer free returns within the 30 day return period. 
  • Your refund or credit will be issued within 30 days of your return being received—we will also confirm the refund by email.  

For any product that is damaged, defective, or missing, please have the following information handy and emailed to our customer support email help@mumandyou.com : 

  • Your Order Number 
  • The Damaged, Defective, Missing 
  • Your preference for Refund or Replacement 

Return Instructions:  

To Initiate a return please contact us via email at help@mumandyou.com  for a return authorization. Please make sure your email includes the following:  

  • Order Number 
  • Item(s) being returned  
  • Reason for Return 

Our Customer Care representatives are also available via telephone from 8:00AM-8:00PM EST, Monday to Friday. You can reach us toll-free at 1(806) 758-7606 .    

Terms and Conditions  

Coupon codes terms & conditions

If you’ve received a coupon code, you can add these to your cart at checkout to receive a discount. Here are a few little bits of info on how our coupon codes can be used.

  • Coupon codes cannot be combined in a single purchase. 
  • Coupon codes can only be used once for each customer. 
  • Coupon codes are not applicable on items marked down for a sale. 
  • Please be aware that some coupon codes expire after a fixed term, so if the code you are using isn’t working, please check how long ago you received it.

Are any of your products tested on animals?

We want to make the world a better place for everyone, so none of our products have been tested on animals, in line with Regulation (EC) 1223/2009 on cosmetic products. 

Mum & You believes that beauty products should be cruelty free. We are proud to be Leaping Bunny approved. A global programme, Leaping Bunny requires cruelty free standards over and above legal requirements. 

All of our own brand personal care products are approved under the Cruelty Free International Leaping Bunny programme, the internationally recognisable gold standard for cruelty free products. We adhere to a fixed cut-off date policy and proactively monitor our suppliers to ensure that our products continue to adhere to the Leaping Bunny criteria. Our supplier monitoring system is also independently audited. 

For more information about Cruelty Free International, Leaping Bunny and Leaping Bunny criteria, please visit www.crueltyfreeinternational.org.  

How long do your products last after opening?

Bath and skincare products will be as good as new for 12 months after opening. 

How do I update my payment Information on my subscription?

Simply log in to your Mum & You account, go to the My Subscriptions section and update your card information. Make sure your billing address is the same that your card provider has listed. If you need any assistance then reach out to our support team. 

Can I cancel or pause my subscription?

Yes, log in to your Mum & You account and make the changes that work for you or just drop us a line letting us know what you want to do and our support team will take care of this for you.  

How frequently will you deliver my subscription?

When you order your first subscription you can select a delivery every 15, 30 or 45 days. If you need to change this at any point just log into your Mum & You Account and update to what best suits you. Alternatively drop us a line at help@mumandyou.com with your changes and we will amend your account for you. 

Which subscription should I choose?

Whether you are looking for eco-diapers, plastic-free baby wipes or both, we have a ready-made subscription waiting for you. You can subscribe to regular deliveries of our eco-diapers, our plastic-free wipes or you can take advantage of our best value option and choose both. 

So, how does Subscribe and Save work?

It’s simple really. We like you. We want to show that and say thank you for supporting us*. 

You don’t need to do any work to get your hands on these savings. Just make your initial order and we’ll do the rest, no contract, no hidden costs, no funny business. Just great products that you love, for great prices. 

*Your support means we can continue making baby products you love, and help other mums who need it most. For every subscription sold, Mum and You donates a pack of diapers to Moms Helping Moms, a non-profit organization that provides low income families the essential baby items that they need to give their children a safe,happy and healthy start. We're also a flexible working employer that supports moms back into the workplace after a career break.

Can I swap or change the items in my subscription?

If you need to change the bundle you receive just log into your account and make the changes.

At the moment our bundles are pre-set based on our customer feedback therefore individual items cannot be substituted.

We do welcome all feedback and will take ideas and suggestions into consideration for future bundles. You can submit your suggestions at inspire@mumandyou.com

My Diaper is leaking, what can I do to prevent this?

A diaper might leak if it is too small. The absorbent material in the diaper core cannot then cope with the volume of wee. It might be time to consider moving up a diaper size especially if your baby is near the top of the weight range for that size. Other signs that your baby’s diaper is too small include: 

  • The diaper isn’t covering your baby’s bottom properly. 
  • You notice it’s tight around your baby’s waist or thighs. 
  • The diaper is consistently wet-through. 

Bigger diapers can handle more, but diapers may also leak because they are too big. Our diapers have stretch in them, so they are comfortable for a baby. If the diaper isn’t fitted snugly on your baby then it is likely that the diaper could leak. 

My baby has been suffering from rash problems since using M&Y nappies. What could be the cause of this?

There are many causes of diaper rash. It is unlikely that it is linked directly to the diaper you use. Consider whether any of the following causes might apply to your baby. 

  • Your baby’s skin has been in contact with wee or poo for a long time with the diaper rubbing against your baby’s skin. 
  • The skin may not have been cleaned thoroughly. It is easy to miss dirt, hiding in the folds of your baby’s skin. 
  • Your baby has recently been taking antibiotics 
  • Your baby has been unwell / teething 

How do I prevent diaper rash?

  • If your baby gets diaper rash, you can usually treat the problem at home. 
  • If the rash isn’t upsetting your baby, at each diaper change apply a thin layer of a barrier cream to protect their skin.  
  • Change wet or dirty diapers as soon as possible. 
  • Clean the whole diaper area gently but thoroughly, wiping from front to back. 
  • Bath your baby – but avoid bathing them too regularly as this may dry out their skin. 
  • Dry your baby gently after washing them – avoid vigorous rubbing. 
  • Lie your baby on a towel and leave their diaper off as often & for as long as you can to let fresh air get to their skin. 
  • Do not use talcum powder as it contains ingredients that could irritate your baby’s skin. 
  • Diaper rash usually clears up after about three days if you follow these hygiene tips. 
  • If the rash continues, we recommend consulting your GP.  

Is the packaging recyclable?

Yes! We are really proud to have moved our baby wipes packaging into a 100% recyclable material. They can be recycled with carrier bags & soft plastics, where recycling facilities are available.

How long do the wipes last after opening?

We recommend using an opened pack of wipes within 3 months.   

Are your wipes biodegradable?

We were more than a little excited when our testing proved you don’t need to compromise on quality to produce biodegradable wipes. So that’s exactly why we’ve made a wipe that is strong enough to tackle the nastiest nappy or stickiest face and still break down after use. Our wipes are 100% biodegradable* and our tests show that our wipes break down quickly after they are thrown away; in as little as 15 days; even in landfill conditions*.  Wipes used for anything except dirty nappy changes can be home composted too‡ ! 

* Biodegradation testing in line with ASTM D5511 showed 86.6% biodegradation after 15 days of testing, compared to the positive reference (cellulose), this translates to 100.7% relative biodegradation. Wipes will Home compost according to European Standards EN13432.

‡ Wipes used for dirty nappies should be disposed of along with your normal household waste.

What are your wipes made from?

Our wipes are plant based, plastic free and 100% biodegradable*. They are made from sustainably sourced, naturally derived viscose – a special material made from the most abundant and renewable wood fibre on Earth. 

99.5% of all of our ingredients are naturally derived. 

* Biodegradation testing in line with ASTM D5511 showed 86.6% biodegradation after 15 days of testing, compared to the positive reference (cellulose), this translates to 100.7% relative biodegradation. Wipes will Home compost according to European Standards EN13432.

How do I know that these wipes are suitable to use on my newborn baby or my baby with eczema-prone skin?

Our wipes are 99.4% water and are suitable for use from birth as they are as gentle as cotton wool and water. Not just for nappy changes, but mild enough for hand & face clean ups too. 

They have gone through rigorous testing and are checked and approved by dermatologists. They are hypoallergenic, unperfumed and safe for use on even the most delicate newborn and sensitive or eczema-prone skin.