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Terms & Conditions

Orders & Returns

Thank you for shopping at Use this section for information about the terms and conditions that govern your use of the site. You will also find information on orders and returns, your privacy and your security. If you have any questions, please contact us.

Complete satisfaction ('Urbanmummy') guarantees your total satisfaction with our products and services. In the unlikely event that you are unhappy with your purchase, you can return the items to us within 21 days of receipt of order and we will be happy to exchange or refund, providing the goods are returned in perfect condition and in their original packaging. Items must still have their original bespoke packaging in order to receive a refund. Sale, special orders and personalised items may not be exchanged nor refunded (please see our section on Special Orders).    


The billing address must be the same as the address to which your payment card is registered. Please note that we will not despatch goods until payment has been received.  Pricing and VAT Prices are inclusive of VAT at 20% where applicable.

We accept the following:

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To securely receive your payments over the Internet we use Secure Sockets Layer (SSL) technology, which is the standard Internet practice and means your details are protected. You can see that you are in a secure environment through the 'padlock' symbol on Microsoft Internet Explorer or 'key' symbol on Netscape Navigator. SSL works with Microsoft Internet Explorer version 3.0 and later/ Netscape Browser versions 2.0 and later. We feel it's important to have this level of security available, so anyone using lower version browsers should contact us by phone to place an order.  Please don't try to send orders via email, as we cannot guarantee any secure transmission of details. If you're still worried about security over the Internet, then please contact us by phone.   

Making Returns

Returns should be made within 21 days of receipt of order. You can return your items by completing the despatch note (which comes with your order) and clearly mark whether you would like a refund or exchange. Pack the items back in the parcel, attach the invoice and send it back to:   

PO Box 25
Melton Mowbray
Leicestershire LE13 1ZG

When returning items you are strongly recommended to obtain proof of posting. We cannot accept responsibility for parcels lost in transit.  A prompt refund will be issued if the item is in its original condition with the original bespoke packaging and all the information referred to above is received. The credit card used for the original purchase will be credited with the original price. If there are any problems with your refund, a member of our customer care team will contact you. For all returns, except where the item is faulty, you will be required to arrange and pay for the return of the products to us.


Special Orders

Special orders are either items that need to be ordered directly from the supplier or items that require customisation. Special Orders can neither be returned nor refunded. Once an order for a personalised item or special order has been placed, it cannot be cancelled.

Contract for sale

The advertising of products on this site is an 'invitation to treat'. That means your order is an offer, not a contract of sale between you and Urbanmummy, so prices and stock availability won't be contractually confirmed until you receive the 'confirmation of order' email dispatched once credit card authorisation has been confirmed and stock levels have been checked.  These terms and conditions cannot be varied except by changes made by Urbanmummy on the site, which we may make from time to time. In particular, nothing said by any representative of Urbanmummy will operate as a variation to these terms and conditions or constitutes a legal representation on behalf of them.

Receipt of order

Urbanmummy must receive payment in full for your order before it can be accepted. Once your credit card has been authorised and stock is checked, Urbanmummy will send you an email receipt confirming your order. Please keep this receipt for your records.  We can only accept orders for items that are in stock or “special orders”. In exceptional circumstances, if we are not able to fulfil an order we have accepted, your credit card will be re-credited with the original price and we will notify you by email. In no circumstances will we be liable to you for any additional amounts.  Urbanmummy reserve the right to refuse to supply to any person for whatever reason.   


"Order acceptance and the completion of the contract between you and us will take place on the dispatch to you of the Products ordered, unless we have notified you that we do not accept your order, or you have cancelled it in accordance with the instructions in How to Cancel an Order.

Non-acceptance of an order may be a result of one of the following:

  • The product you ordered being unavailable from stock.

  • Our inability to obtain authorisation for your payment.

  • The identification of a pricing or product description error.

  • Your failure to meet the eligibility to order criteria set out in the main Terms and Conditions."


Cancellations and exchanges

If you realise you made a mistake and want to cancel your order, please contact us on: 0844 815 0590. Since we ship quickly, it may not be possible to stop your order so please follow the instructions for 'Returning a Product' in those instances. Exchanges work in the same way. It will be faster to re-order a product rather than send it back for an exchange, so please follow the above instructions while you order the product you would like instead. We realise this means two transactions on your credit card but feel it is faster for you to get the product you would like.   

Defective and damaged items

If you should receive an item that is defective, damaged or not what you ordered, please contact us within 10 days. Our sales representatives will help you resolve any issues as quickly as possible by delivering another item, replacing your order or refunding the amount paid.


Customer care and call centre hours

If you need assistance for any reason, please call us on +44.(0)844.815.0590, alternatively fill in the Contact Form.

Representatives are available from 9 am to 6 pm Monday to Friday  



Urbanmummy works to keep the site up to date but cannot guarantee that this site and its contents are completely free of technical errors. By using this site, you acknowledge that you assume full responsibility for all costs associated with all necessary servicing or repairs of any equipment you use in connection with this site. We are also not liable for any damages associated with use of this site however caused, incorrect prices or information.  If you are not satisfied with the site, then please email us with your comments. However, your only legal recourse is to stop using the site. While we take all possible care to reproduce and describe items accurately, in some cases slight variations of colour or texture in actual goods may occur due to photographic limitations.  


Cool off period

Customers are legally entitled to cancel an order within 7 working days of receipt of the product and to return it for a full refund. However, our Complete Satisfaction Promise extends your ability to return an unsatisfactory online purchase for up to 14 days.

Customer responsibility

This site and its contents will not constitute the basis for any contractual commitment between Urbanmummy and any prospective customer in any jurisdiction in which the solicitation of interest or the offering of or sale of products by Urbanmummy would contravene any applicable local, regional or national legislation. No prospective customer should seek to make any order through the site from jurisdictions in which it would be illegal for Urbanmummy to sell products.   


Legal Governance

Your use of this site and any contract between you and Urbanmummy for the sale of products shall be governed by and shall be construed in accordance with the laws of England and Wales and shall be subject to the exclusive jurisdiction of the Courts of England and Wales. If any provision of these terms and conditions shall be unlawful, void or for any reason unenforceable, then that provision shall be deemed severable for these terms and conditions and shall not affect the validity or enforceability of any remaining provisions.  



Copyright and other rights

All materials, including images, illustrations, designs layout, photographs, written and other text or script that are part of this site are protected by copyright, trade mark, trade dress and/or other intellectual property rights owned, controlled or licensed to Urbanmummy. The site as a whole is protected by copyright and trade dress, all worldwide rights, titles and interests in and to which are owned by Urbanmummy. The contents of the site and the site as a whole are intended solely for personal, non-commercial use. You may download or copy the contents and other downloadable materials displayed on the site for the sole purpose of placing an order with Urbanmummy or using the site as a shopping resource. No right, title or interest in any downloaded materials or software is transferred to you as a result of any such downloading or copying. You may not reproduce (except as noted above), publish, transmit, distribute, display, modify, create derivative works from, sell or participate in any sale of, or exploit in any way, in whole or in part, any of the contents, the site, or any related software.  





Urbankids Ltd trading as Urbanmummy. Company registration 5801917.Registered office: 4 Kingston House South, Ennismore Gardens, London SW7 1NF, United Kingdom