Frequently asked questions

Washing

How do I wash them?

This is the bit that can put most parents off cloth nappies. It seems so complicated the more you research it. Firstly if you have bought nappies from us or not and you are experiencing problems with washing just get in touch. We are here to support all cloth nappy families. The wash routine we recommend will always support your manufacturer guarantee. We do not recommend any harsh routines that would invalidate guarantees, damage your nappies or reduce their lifespan. Washing steps: 1) remove dirty nappy and if possible remove inserts from pockets. If your baby is on milk diet only there is no need to do anything with the poo it is completely water soluable. If your baby is weaned put as much as possible down the toilet. Your washing maching can deal with most things but will struggle with large solid lumps of poo. Pop your dirty nappy in a wetbag or bucket - not soaking in water - until you are ready to wash. 2) take your wetbag or bucket of dirty nappies to the washing machine and put them in. You shouldn't leave nappies more than 2 days between washing as the amonia and poo will start to deteriorate your nappy. 3) Turn on a rinse setting. Not a prewash. This needs to be a seperate cycle to your main wash so that new water is used. No detergent is necessary here. 4) Add a full dose of non bio washing powder for dirty clothes and turn on a long cotton wash (think around 3 hours). Don't use any eco settings they don't use much water. You can add in small items to wash with your nappies such as hand towels, muslins etc. You are aiming for a machine 2/3rds full to help agitate the materials. Follow the manufacturers guide on temperature. Usually 40c is absolutely fine to get your nappies clean some allow 60c. Do not add stain removers, bleach or anything else to your wash. It isn't needed. 5) If your nappies smell strongly of detergent pop them back on for another rinse.



How do I remove stains?

This is a really common question. Nappies will get stained especailly as your baby starts eating a variety of foods. The best cure for stains is the sun - putting them out on a nice sunny day will remove most stains. If one round didn't work - damp the nappy and try again the next day (assuming more sunshine!) Stubborn stains are caused by liquid paracetamols and other medicines so we always recommend using a liner if possible when giving babies medicines. Persistence is the key to removing these stains with the sunshine and time. Using bleach and other stain removers will damage the fabrics and fibres of your nappies and usually will invalidate guarantees. Try to avoid your nappies spending too long in high temperatures so on a really hot days limit how long they are in the sun.



What is a strip wash?

A strip wash can be done to remove a build up of amonia caused by not washing for long enough or not using enough washing powder or to remove a build up of washing powder. Washing powder can make your nappies slightly water resistent. To do a strip wash: 1) do your normal wash routine with your dirty nappies (either increasing or decreasing the washing powder used according to what the problem is). 2) Either put them on a plain wash with no detergent or leave them on the washing line on a rainy day. We do not recommend strip and santise which includes the use of bleaches.



Getting Started

How many nappies do I need?

This answer really comes down to how often you want to do washing and how old your little one is. Newborn babies will use the most nappies per day so while a newborn set may seem like it doesn't last long (usually up to 12/15lb) it will get the most use per day. Newborn babies can happily go through 8/10 changes a day so if you wash nappies everyday and allow a day for the washing and drying you need at least 20 nappies. If you want to allow yourself a little space 25/30 would be better. Older babies will use fewer nappies especially after weaning as they don't rely solely on liquids for nutrition. If you want to wash nappies every other day you will need an extra day of nappies. The typical recommendation is between 20-25 nappies for full time day and night use with more if you want to increase the time between washing.



What else do I need apart from nappies?

Not a huge amount. - Washing powder - Storage for dirty nappies - either a wetbag or bucket with lid. We have mesh liners to use with buckets to make it easier to wash. - Liners - either disposable or fleece liners for those times your baby needs nappy creams or medicine (see blog posts for more on this) - A wetbag for storing dirty nappies and wipes when out and about - Vest Extenders are endlessly helpful in preventing leaks and extending the life of baby clothes - Cloth wipes if you decide to use them



Which nappies are best?

This is really down to which you prefer, the shape of your baby and your budget. All the nappies we have on our website we completely trust so you cannot go too far wrong. Some nappies will fit different shapes better than others as they are all cut a little differently but all the nappies here can be used for most body shapes. We do not stock nappies we do not trust to be reliable - however some may need a little extra support such as our Alvababy range where we always recommend bamboo or hemp boosters. We offer lots of different way you can get advice from following our website through from nappy types to advice questionnaires or individual consultations. We also have a fully stocked nappy library (Norwich Nappuccino) where you can hire and test the nappies before you buy.



Shipping and Returns

How to you send out our order?

Shipping We send out all parcels as quickly as we can and aim to have them with you within 3-5 working days. If there is any extention to this (we are a small company) we will let you know as quickly as we can (or before you place your order for holidays) The cost of delivery is based on the value of your spend and is free over £45.00. We use Royal mail for small parcels and Hermes for larger orders.



Returns and Refunds

We regret we cannot offer returns or refunds on any products once they have been washed or worn. If manufacturing faults exist with the products please get in touch. All our nappies have a 6 month guarantee against manufacturing faults however not against general wear and tear or mistreatment. We trust our nappies and the companies that make them however mistakes do happen so we will happily replace nappies where a fault exists.



Troubleshooting

Help!  We are getting leaks!

Don't worry there are some very simple steps we can follow to work out what the problem is that you are facing. If you would like some help do get in touch. We will help anyone we can struggling with cloth nappies whether you purchased from us or not. If you did buy your nappies from us we will provide you with the most support we can to help you on your journey. We know our nappies inside out so if you have a problem with them the chances are we can help you get to the bottom of it. For a checklist of things that could be causing leaks check out the blog post.



Subscriptions

How Do I subscribe to a Nappy?

Select the nappy you want and instead of adding one to the basket click 'Subscribe'. The print you choose will be the first one delivered to you. If you have have preferences for other prints pop them in the notes at checkout. The print will vary each month. To add more than one nappy monthly just select more than one to add to your basket. Each month you will be charged for your subscription and willl recieve a nappy through the post until you cancel the plan. There are no minimum tie ins or maximum number of subscriptions you can have.



Privacy Policy

What is your Privacy Policy

What information do we Collect?

We only collect and store information about you when you place an order, book a consultation, sign up for our newsletter, or send us a query. You can visit our website anonymously if you do not engage in any of these activities. The information we may store relates to your name, address, email address, preferences, order details (such as products, date and prices), your query. If you have a consultation with us we may keep details of your preferences and any further help we provided after for up to 12 months incase you require further guidance from us.

If you purchase a product from us, your card information is not held by us, it is collected by our third party payment processors, who specialise in the secure online capture and processing of credit/debit card transactions, as explained below.

Cookies

Our Site may use "cookies" to enhance User experience. User's web browser places cookies on their hard drive for record-keeping purposes and sometimes to track information about them. User may choose to set their web browser to refuse cookies, or to alert you when cookies are being sent. If they do so, note that some parts of the Site may not function properly.

How is your information used?

We may use your information to

- Process your order

- Send you emails about products that may interest you

- Provide you with a consultation or further information in the future

- Answer queries

- Improve our customer experience and gather your feedback

- Notify you about changes to our services

When you provide your email address for an order you will not be opted into the mailing list unless you apply to do so separately. Your email address will only be used for updating you on your order in this situation.

We do not send marketing via post, telephone or text.

How we protect your information

We adopt appropriate data collection, storage and processing practices and security measures to protect against unauthorized access, alteration, disclosure or destruction of your personal information, username, password, transaction information and data stored on our Site. Sharing your personal information We do not share your personal information unless it is to provide you with the service you have requested. In order to fulfil your order we would need to provide royal mail or dpd with your name and address. We only share the minimum information required to fulfil such actions. Where you use our site to purchase from a third party site we cannot be responsible for the information the third party stores and uses therefore you should read their privacy policy.

Opting out

You can unsubscribe from email updates at any time either by clicking unsubscribe in an email sent to you or emailing us directly. You can request a copy of all information we hold on you at any time. We may charge you £10 to cover the cost of providing this information to you.

Changes to this privacy policy

The Norfolk Nappy Company has the discretion to update this privacy policy at any time. When we do, revise the updated date at the bottom of this page,. We encourage Users to frequently check this page for any changes to stay informed about how we are helping to protect the personal information we collect. You acknowledge and agree that it is your responsibility to review this privacy policy periodically and become aware of modifications.

Your acceptance of these terms

By using this Site, you signify your acceptance of this policy and terms of service. If you do not agree to this policy, please do not use our Site. Your continued use of the Site following the posting of changes to this policy will be deemed your acceptance of those changes.

Contacting us If you have any questions about this Privacy Policy, the practices of this site, or your dealings with this site, please contact us at:

The Norfolk Nappy Company 6 Carrowbreck close, Hellesdon, NR6 5FB

lorna@thenorfolknappycompany.com

29/10/2020



Returns and Refunds

What is your returns policy

We do everything with the upmost care and try to triple check everything so we are very sorry if something isn’t quite right with your purchase. We understand however sometimes things are not quite right. We would appreciate it if you could return products in the condition you received them; unwashed, unworn and in original packaging. A brief description of the reason for refund/exchange would help us.

If you are having problems with used nappies please contact us at lorna@thenorfolknappycompany.com so we can help. Once nappies have been washed or worn we can only offer an exchange for manufacturing faults and can no longer offer refunds.

Our nappies are covered by manufacturing warranties but we also guarantee them for 6 months against faults. This means you do not have to contact any manufacturer to deal with faults you can let us know and we will sort out the nappy promptly for you with no fuss.



Warranties

What is the Norfolk Nappy Co Warranty

We guarantee your nappies against manufacturing faults for the first 6 months from your date of purchase. This means that you do not have to contact or deal with manufacturers we will simply replace faulty items quickly and promptly because you have enough going on already! We will discuss any faults with the manufacturer directly but you will have a replacement quickly and fuss free. To use the warranty all you need to do is email us at lorna@thenorfolknappycompany.com with a description and photos of the fault. We may ask you some questions to determine if the problem is a fault in the nappy - we want to make sure replacing it fixes the problem for you.