My account help – Mamas & Papas IE

Free standard delivery on orders over €100

My account help

Existing orders

How do know if my order has been successful?

Once you have successfully placed your order, you will be able to see it in the My Orders section of your account. You will also receive an order confirmation email containing all the information you’ll need.

When should my order be paid in full to guarantee my requested delivery date?

Your order must be paid in full 28 days prior to your order delivery date in order to ensure everything can be delivered as expected.

How do I cancel an order?

If you’d like to speak to us about cancelling your order, the account holder or an authorised person on the account will need to visit us in store or call our Customer Care team on 0818 005 298.

Do you price match?

If you find an item cheaper with a competitor, either online or in store, then you can contact our customer care team. If it matches the same specification as our model, including colour, we’ll match the price.

This only applies on agreed high street competitors, so trusted brands you can find on the high street, in department stores and shopping centres. It does not include online-only shops or smaller independent stores.

The item must be in stock and available for immediate delivery in order for us to price match.

Payments

Do I have to pay for my order in full at the time of purchase?

We have a number of payment options available:

Pay a deposit - We offer a deposit facility on orders made in our stores (or online), where you can pay 10% of your order’s total on the day and pay the rest over time. Subsequent payments can be made in store, over the phone or online in the Payments section of your account. Full payment must be received 28 days before your order is due to be delivered. Friends and family are also able to pay off some or all of your order.
Online and Click & Collect Orders - Full payment is required and payment is taken at the time of purchase.
PayPal - If you’re shopping online, you can opt to use PayPal’s credit option at checkout.
Amazon Pay - If you are shopping online, you can choose to pay using Amazon Pay at checkout.

I’ve paid the deposit for my order. How do I make further payments?

To make a payment online, login to your Mamas & Papas account and visit the Payments section. Here you will also find a link to share with friends and family if they want to pay for some or all of your order. They’ll also need your order number and the surname on the order to make the payment.

The minimum payment value online is €5.

You can also make payments in store or with our Customer Care team on 0818 005 298. Friends/family making payments on your behalf in store must be an authorised person on the account.

Do you accept international cards?

You can pay with any Chip and PIN card in our stores however, at this time, we are unable to accept international card payments online or over the phone.

Can I pay for my order using different payment types?

We welcome payment by the following credit and debit cards in store, through our Customer Service team and on our website: Visa, MasterCard, Maestro, American Express, Visa Electron and Laser (Republic of Ireland in store purchases only). Payment by PayPal and Amazon Pay is accepted online, on our website only.

We also accept love2shop paper vouchers in our stores.

Some stores situated in shopping centres and retail parks may also accept the relevant shopping centre/retail park vouchers. Please check with individual stores for availability and terms and conditions.

Delivery, returns and collections

What are my delivery options?

For your convenience, we have a number of options for you to choose from here

How will I know when my goods are due to be delivered?

Your delivery date is printed on your receipt or order confirmation, and you can also track your order by signing in to your account.

Once your order is ready for dispatch, you’ll receive an email. Our couriers will also email or text you on the day of delivery to let you know they’re on their way.

When will I get my delivery time slot?

Once your items are dispatched you will receive an email containing your tracking information. One the day of your delivery you will receive your 2 hour time slot directly from our courier.

I've ordered several items at once. Will they all arrive together?

Your items may arrive on different days or from different couriers, but you won’t be charged for additional deliveries. If you order items with different dispatch times, we'll deliver them separately.

You can track all the items in your order within the My Orders section of your account

I have not received my full order.

Please check the tracking in the Orders section of your account to see if your item is still out for delivery. If your item is missing, please contact our Customer Care team by calling 0818 005 298 or fill in the form here with your full order details (Order number, post code and address).

My parcel has arrived damaged.

We're sorry if your item is damaged. Please contact our Customer Care team by calling 0818 005 298 or fill in the form here with your full order details (Order number, post code and address).

Do you deliver overseas?

At this time, we are unable to deliver overseas.

Do you deliver to BFPO addresses?

Unfortunately, at this time we are unable to deliver to BFPO addresses.

How do I know when my items are ready to collect in store?

You can check the status of your order in the My Orders section of your account. We’ll also send you an email or text to let you know when your order is ready to collect.

What do I need to take with me when collecting my order from a store?

Please bring your photo ID and confirmation email to the store and show them to a member of staff to collect your item.

If somebody else is picking up the item(s) on your behalf, please ensure that they have the confirmation email and a copy of your photo ID. You will have 10 days to collect your item from the store.

What happens if I am not there when my order is delivered?

Not to worry, our couriers will leave you a calling card or send you an email/text to let you know they’ve been.

Follow the instructions to arrange a day that’s more convenient for you. For smaller items they may leave your delivery with a neighbour or in a safe place on your property.

What do I do if I have received an incorrect item?

We are sorry that you have been sent an incorrect item. Please call Customer Care on 0818 005 298 and a member of the team will be happy to assist.

What is your returns policy?

We offer a 28 day returns policy. You can return any unused item for a refund or exchange as long as they're in a re-saleable condition, in their original packaging with tags still attached.

This excludes items that have been personalised for you, any toiletries, underwear, swimwear, opened mattresses, refurbished items and clearance items marked with a red dot.

How do I return an item?

You can return unused items to any of our stores, no matter if you bought it online.

Alternatively you can return your items to our Support Centre:
Mamas & Papas Returns,
Colne Bridge Road,
Huddersfield,
HD5 0RH

Or we can arrange for our recommended courier to collect your items at a charge of €80. To arrange a collection please call our Customer Care team on 0818 005 298. No return charges will be incurred if a product has arrived damaged or faulty.

*Please be aware, we are unable to pay for postage in this instance.

How long does it take for my refund to be processed?

Please note that all refunds are to the original method of payment.

In store, we can refund you immediately if you have paid by either cash or credit/debit card. If you have paid by PayPal this may take up to 48 hours to process.

Our Customer Care team cannot refund cash purchases. If you have paid by any other method a refund will be processed within 48 hours once we have received your goods.

Please be aware that funds may take 3 – 5 days to show in your account.

Store enquiries

Do your stores offer a car seat fitting facility?

We offer a fitting facility with one of our IOSH trained car seat experts.

Where is my nearest store and when do they open?

You can find your nearest Mamas & Papas store and view all of our opening times here

Can I place an order and collect from a Mamas & Papas store?

Yes, we have a click and collect service available.

You can order your item online, in store or via our Customer Care Team and ask for it to be delivered to the store for you to collect at your convenience. Please be aware that items can take up to 5 working days to arrive in store.

Product enquiries

How long is your product guarantee?

Mamas & Papas have a wide range of products which are all tested to ensure they are of the highest standard and quality. Mamas & Papas warrants that all our new products will be free of manufacturing defects where used and maintained in accordance with the instruction manuals for a period of 2 years.

Where your product is covered by our guarantee against manufacturing defect we will, at our discretion, provide one of the following free of charge:

 

  • Replacement self-fit part. Instructions will be provided where required.
  • A repair carried out by one of our experienced technicians at our Service Centre.
  • A replacement where the product is deemed irreparable.

Click here to read our full terms and conditions

My product has developed a fault, what do I do?

If you’re product is damaged or has a fault, we want to know. Pop into one of our stores and our experts can inspect your product for you.

If the product is too large to bring in, please take clear and detailed pictures of the fault and contact our Customer Care team either by phone or through our contact page.

If you would like to make a claim under your Manufacturing Guarantee please check our terms by clicking here then contact us. Please have your product LOT/series number and proof of purchase ready.

How can I get Instructions for my product?

All our current product instruction manuals can be found via the link below. Feel free to download and/or print them off. If you can’t find the item you are looking for, please contact our Customer Care team and we can email them to you.

View Product Instructions

How do I fold my pram?

If you’d like a demonstration on how to fold your pram, you can visit us in store or talk to one of our in-store experts from home.

Find out more here

Is my Car Seat compatible in my car?

You can visit one of our stores and book in for our car seat fitting service.

If you are not able to visit one of our stores, we would always recommend that look up the car seat manufacturer/brand online, as they should have an up to date list of their car seats and which cars are compatible on their website.

Spares

Can I order spare parts for my product?

You can purchase most spare or replacement parts from us by visiting our stores or contacting Customer Care Team. They will check if the part is available and, if so, they’ll order it for you. Give us a call and have the product name, LOT/serial number and your proof of purchase ready (this can either be your store receipt or order confirmation email). Please be aware that we only hold spares for 2 years for discontinued products.

Are your spares parts interchangeable?

No not all of them, please contact our Customer Care Team or visit one of our stores who will be happy to assist with your query. We will need to know which product you have, the LOT number and which part you need before we can help.

What is a LOT number and where do I find it?

A lot number is a 3, 4 or 5 digit number attached somewhere on the product that identifies when and where your product was manufactured

Pram/Pushchair: This can be found on the bar that runs between the rear wheels or under the footrest.
Wooden Furniture: This can be found on a label on the back panel.
Cots/cot bed/bed: This can be found on label on the base
Clothing and fabrics: On a label by the wash care label
Branded Items: Please refer to the instruction booklet for location

How long do you hold spare parts for?

We stock parts for up to 2 years after you have purchased your product.

Can I order spares to be sent overseas?

At this present time, we are unable to send spares overseas. We can ship anywhere within the UK.

General enquiries

Can I call customer service?

Have an urgent query and need to speak to us now? You can call our Customer Care team on 0818 005 298. Please note that during busy periods waiting time may be longer than expected. Click here for our up to date opening hours. Alternatively you can contact us via email.

What do I do if I have an issue with my Mamas & Papas product not purchased directly through Mamas & Papas?

Please contact the retailer you purchased the product from and they will be happy to help.

Do you price match?

If you find an item cheaper with a competitor, either online or in store, then you can contact our customer care team. If it matches the same specification as our model, including colour, we’ll match the price.

This only applies on agreed high street competitors, so trusted brands you can find on the high street, in department stores and shopping centres. It does not include online-only shops or smaller independent stores.

The item must be in stock and available for immediate delivery in order for us to price match.

Where can I buy a Mamas & Papas Gift card?

Sterling gift cards can be purchased in our UK stores or through our Customer Care team.

Euro cards can be purchased in our Republic of Ireland stores or through our Customer Care team.

Only one gift card can be purchased per transaction at a maximum value of €300 or £300.

You’ll also find Mamas & Papas gift cards available at the following retailers: Tesco, Morrison’s, Sainsbury’s, Wilko, The Gift Card Centre, WH Smiths, Funky Pigeon and Clintons.

Where can I spend my Mamas & Papas Gift card?

You can spend your Mamas & Papas gift card in any of our stores or online by entering the details on the payment page.

How do I claim my VAT back?

You can only claim your VAT back if we have shipped your goods directly to the VAT exempt country. To claim your refund, please contact our Customer Care team.

How do I get a VAT receipt?

You can visit one of our stores or call our Customer Care team who will be able to help with this.

Do you offer a gift wrapping and messaging service?

We offer a gift wrapping service in our stores. Please ask a member of the team for details and availability.

How do I book a personal shop?

You can book a personal shop using the link below:

Book Personal Shop

Following my Personal Shop, when will I receive my gift card?

If your order qualifies for this offer, your gift card will be sent to the email address on your account once your items have been delivered. Please be sure to check your spam/junk inbox if this does not arrive as expected.

How do I reset my password on my account?

Simply go to Sign in/Register, click ‘forgot your password?’ and follow the instructions to reset.

How do I close my account?

To close your account, please call our Customer Care team on 0818 005 298 or click here.

What is an ‘authorised person’ on your account?

Additional people can be added to your account so they can deal with queries on your behalf. All you need to do is contact our customer care team or visit one of our stores. Once you have passed our data protection questions and gained access to your account, you can add as many authorised people as you wish.

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