- Customer Support
- Delivery & Orders
- Member Rewards
- Sales, Promotions & Coupon Codes
What if I need to change my address/nappy size or contact information?
As long as you let us know within 24 hours of your next order we can amend all of this for you, just contact the support team and we can update this for you straight away.
I have emailed you. How long will it be before you respond?
We try our best to respond to all enquiries within 4 working hours.
What are your opening hours?
Our team is available Monday to Friday 8am to 4:30pm.
You can email us at email@example.com, or contact us on social media and we’ll get in touch as soon as we can.
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 0161 696 1661.
You can email them at firstname.lastname@example.org
Our team is available Monday to Friday 8am to 4:30pm, with some out of hours assistance available.
Delivery & Orders
Will you let me know when my delivery is on its way?
We will send you an email confirmation with your tracking information and our courier will drop you a text or email with a delivery slot on the day of your delivery. If you need any help just contact our support team.
Which payment methods do you accept?
You can make your payment to us via any of the following methods;
- Most credit and debit cards, including Visa, Mastercard, American Express, Discover, JCB, and Diner’s Club.
Do you deliver outside of the UK?
We deliver to all UK postcodes (excluding NI, CI and IOM).
Can I track my order?
Yes – you will receive information confirming your purchase and all tracking information will be sent to you.
You can also contact our customer support team who will be happy to look into any queries for you.
How will my order be delivered?
Orders are delivered via courier, so you don’t need to wait in for it.
Do you offer a gift wrapping service?
We will be offering a gift wrap service in the near future – please contact customer support for further details on email@example.com
What are your delivery charges?
Shipping is free on all registered users with cart value of over £30
£3.49 Standard delivery: 2-3 working days on orders placed before noon
£5.49 Express delivery: 1 working day on orders placed before noon
Is it easy to update my order?
You can add extra items to your subscription through My Account on the website, and these will come with your next cycle. [We are unable to amend orders that have already processed, sorry.]
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
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
- Newborn hair & body wash
- Baby bath oil
- Get up & Glow body scrub
- Can Can Water Retention Milk
- Easy Tiger Stretch Mark Fighter Gel
- Hands Off Nipple Saviour Spray
- My Breast Friend Plumping Bust Cream
- Tummy Time Firming and Toning Gel
What is member rewards?
We love that you’ve chosen Mum & You, and we want to give you a little something in return for being a loyal customer. Becoming a Mum & You member rewards you every time you shop online with us. Member perks include:
- Collect points with every purchase.
- Earn 1 point for every £1 spent. The more points you earn, the bigger the discount on your next purchase with us!
- Free delivery when you spend £40 or more
- Exclusive offers just for you
- Early access to sales
How do I join?
Simply create an account with Mum & You to become a member. You will also be able to select your marketing preferences here too so you can receive emails to hear the latest news and offers from the M&Y mums.
How do I earn points?
Create an account with Mum & You to become a member. Then whenever you shop with us, make sure you are logged in to earn points. Earn 1 point for every £1 spent. The more points you earn, the bigger the discount on your next purchase with us! Points are added onto your account automatically with every purchase you make. The points are active for 12 months and can be used to redeem a voucher.
How much are my points worth?
Earn 1x reward point for every £1 spent. For every £50 spent, you will earn a £2 voucher. For every £75 spent, you will earn a £3.50 voucher. For every £100 spent, you will earn a £6 voucher.
How do I see how many points I have?
Log into your account and navigate to Member Rewards to see how many points you have and how many you need to redeem your next voucher.
How do I redeem points?
Log into your account and navigate to Member Rewards to see if you have enough points to release your first voucher.
How do I use my voucher?
You will be able to generate a code which you can enter at checkout to apply your discount.
I already have a Mum & You account, how do I become a member?
If you already had an account with us, you have automatically been made a member! We have backdated your points from the start of October 2021 so why not login and go to ‘Member rewards’ in your account to see how many points you have.
I have just joined and already have points, why?
For a limited time, all new members will automatically get 30 points when they join, so you’re already on your way to earning your first voucher!
How can I earn more?
The more you spend, the more points you earn! You can also save your voucher until you’ve earned more points to release the next bigger voucher.
When do points expire?
Your points expire 12 months after you first join. Your rewards dashboard shows when your points will expire. If you had an existing account and were automatically made a member, your points will expire October 2022.
My points have gone back to zero, why?
Your points expire after 12 months. Your dashboard shows when your points will expire. If you have not used your points (by redeeming a voucher) by the expiry date you lose the points and your balance goes back to zero.
Will I lose points if I return a product?
Any returns and refunds will be deducted from your points total.
Can I still collect points if I checkout as a guest?
No, you must be logged into your account in order to collect points on any purchases.
Can I use my voucher on sale items?
No, vouchers cannot be used against sale items.
My voucher isn’t working
Please contact our support team.
How do I deactivate my member account?
Please contact our firstname.lastname@example.org team.
Loyalty Terms & Conditions
Welcome to the Mum & You rewards program, owned and operated by Q River Limited, trading as “Mum & You ”. We are a company registered in England and Wales (company number 10312738) and our address for correspondence is 138, Westlink House | 981 Great West Road Brentford | TW8 9DN. Registered Office Address – C/O Simons Muirhead & Burton, Llp, 89-91 Newman Street, London, United Kingdom W1T 3EY
By becoming a member of the Mum & You rewards program, you will be able to earn points which qualify you to different tiers of voucher redemption. In order to qualify to receive points you must be a logged in member at the time of transaction.
You will be able to access your purchase history in you Members Points History which can be found in ‘My Account’ which is accessible on www.mumandyou.com.
The membership is limited to individuals with a current and valid email address, acting in a personal capacity, and not as the representative of a company.
Your membership is personal and non-transferable. We apply a limit of one membership per person and per registered email address.
Companies, groups, associations or others making commercial or bulk purchases are not eligible for membership. The membership may not be used for reselling or profit making.
It is your responsibility, and a condition of your membership, to keep your email address and contact details up to date.
You are responsible for all activity that are conducted through your Membership account, including keeping your login details, such as e-mail address and password, secure and private. We advise using a unique password that has not been used on any other account. If your password or account is compromised, we advise you change it quickly or reach out to Customer Services for further assistance.
The Mum & You rewards program
You can only earn points by shopping as a logged in member. Please note that you will not earn points on the purchase of gift cards.
You won’t be able to earn points if purchasing through our guest checkout.
Points are credited to your account once the item has been marked as shipped.
If you return or refund any items, the points you gained for these items will deducted from your total to reflect your refund.
You can only achieve points when logged into your own Mum & You account.
Your vouchers are valid for one year from the date your points reach your account. Loyalty points expire after one year.
Points & Vouchers
When you have earned 50 points, a voucher of £2 can be generated which can be viewed in the My Account section of the website. You can use the voucher online only at mumandyou.com
Should you choose to accrue further points, vouchers will be made available to you in the following tiers, 75 points £3.50 and 100 points £6.
Vouchers cannot be exchanged for cash or used for purchases with a total value that is lower than the value of the voucher. The sum total of the purchase, after the voucher is applied, must exceed £1.
Each voucher is only redeemable once.
Vouchers cannot be used to purchase Mum & You Gift Cards, or be applied to past purchases or sale items where we clearly stipulate non-use.
Changes to the Mum & You rewards program
You may cancel your membership at any time through the My Account section of the website www.mumandyou.com or by contacting Customer Service. Please note that by cancelling your membership you will only be able to use the guest check-out option when shopping online.
If you cancel your membership any points which remain in ‘My Account’ will be forfeited.
Mum & You may, at its sole discretion, terminate, alter, limit, suspend or modify the Membership Rewards Program, and/or the Terms and Conditions at any time. Any change will take effect 14 days from the date on which you have been informed of this through the My Account section, on mumandyou.com, via email or a combination thereof. If you do not accept the changes you have the right to cancel your membership.
Mum & You reserves the right to make minor changes to the Mum & You rewards program and its Terms and Conditions without providing you with prior notification, providing that these changes do not materially affect the membership in a negative way. Please make sure to stay updated on the Terms and Conditions. You will always find the latest version of the Terms and Conditions on mumandyou.com
We reserve the right to restrict your access to the Mum & You rewards program at any time without notice and at our sole discretion for whatever reason. Reasons for restriction may include, but are not limited to, the following: (1) Frequent and/or high rates of returns deemed unusual; (2) Behaviour(s) demonstrating the intention to resell and/or make a profit through the purchasing of our products; or (3) Suspected multiple accounts and/or the registration of a new account by a previously suspended user. We also reserve the right to cancel orders placed via your membership account for the same reasons, and to cancel orders placed in guest check-out with the same billing address, shipping address or method of payment. If your access has been restricted or order cancelled and you think we’ve made a mistake, please get in touch with Customer Service.
If you have any questions regarding the Mum & You rewards program you may contact our customer services team.
Are your nappies biodegradable?
The core of our nappies is 100% biodegradable, and we’re working with our developers to improve other aspects of our nappies too. We don’t use glue in the nappies and they contain no harsh chemicals, perfume or lotion, making them hypoallergenic and better for the environment.
We are one of the only brands currently using a renewable sugarcane material for our packaging. We also use less packaging than other brands to keep our demand on the planet’s resources as low as possible.
At Mum & You we’re on a journey not only to have a positive impact on lives of babies, but also to continuously improve the sustainability of our products.
What size nappies should I order?
Our nappies come in different weight ranges. Please use the below sizing chart to help you
Nappy Size Weight Nappies per pack nappies per subscription 2 3-6kg 44 176 3 4-9kg 42 168 4 8-14kg 38 152 5 11-25kg 36 144
What are your nappies made from?
With a biodegradable core and no added chemicals, our eco-nappies are super soft and comfortable to wear. They’re made using chlorine-free wood pulp from certified sustainable forestry, and our packaging is made using renewable sugarcane.
We’re committed to looking after today’s planet for tomorrow’s generation, and this means using renewable raw materials and cutting down on plastic everywhere we can.
Our nappies feature new Smart-Tube technology which distributes wetness evenly throughout the nappy, improving how it fits and protecting against leakages. Our nappies now feature a new wetness indicator, and are soft and flexible for added comfort. 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 up to 12 hours
What makes your nappies different?
Our nappychat nappies have been designed to be leak-free and dry for up to 12 hours. They have been developed in collaboration with literacy experts and illustrated with a tribe of fun characters to help you tell stories and bond with your baby. You can find out more here.
What is “nappychat?”
Mums and experts agree that talking to your baby from birth does all sorts of wonderful things. It’s a great way to bond with your baby and introduce them to a love of stories.
Mum & You consulted development experts like Dr Jessica Horst, Director of the Word Lab at Sussex University to help us develop Nappychat.
Our nappychat nappies are illustrated with a playful tribe of characters to inspire stories and rhymes. Whether you choose our Silver the moon and her friends in the sky, or Jiffy and his four-legged tribe, they’ll make nappy changes a fun activity your little one comes to love. You can find out more here.
Sales, Promotions & Coupon Codes
These Ts&Cs apply to any survey competition or giveaway run by Mum & You:
Only one entry per user per survey. Entries will only be valid with a complete survey entry. Winners will be selected through a random prize draw. The prize is as stated on the competition form, cash alternatives do not apply. You must be over the age of 18 to enter. You must have a valid email address to enter. The competition will be open until the date stated on the competition form, we reserve the right to extend the deadline. Your name and contact details will not be shared, stored or used for any further marketing or communications purposes other than to notify the winner. The winner will be notified by email and will have 10 days to respond and claim their prize, failure to respond will result in an alternative winner being selected. Our surveys are conducted through Survey Gizmo and as such are subject to Survey Gizmo terms and conditions.
VIP (Very Important Parents)
We love to reward our most important customers and will sometimes do so with one of our VIP coupon codes. Keep checking your emails to avoid missing out.
VIP terms and conditions:
Discount applied to basket when you enter coupon code at checkout. Minimum spend will apply and will be communicated in the email. Excludes gift vouchers, Pre-Pay Subscriptions and already discounted Mums Range products. Only one code can be used at checkout.
Please be aware that VIP codes are only open for short windows so be sure to use them quickly. Some VIP codes have specific terms and conditions which will be communicated in the footer of the email.
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.
- Coupon codes that apply to subscriptions may only be used for your first purchase of a subscription.
- Coupon codes that apply to subscriptions discount the first month only and apply to pay as you go subscriptions only, unless stated otherwise in the ts&cs.
- Coupon codes are not applicable on sale items.
What makes your skincare different from leading brands?
We understand that there are some important differences in what a baby needs at different stages, and have created unique collections specifically designed to meet their needs at every milestone.
Our New Baby Safe and Sound range has been designed to use with only one hand, leaving you free to hold your baby while they are too young to sit unaided. Our products condition baby’s skin as well as gently cleansing it, saving you time when they just don’t want to be in the bath anymore!
Everything we produce at Mum & You has mums and babies in mind, so our revolutionary products like the Face the Day stick offer something unique you won’t find anywhere else. We’ve thought through exactly what you need day to day, so you don’t have to search for your own answers.
Quick, safe and gentle bathtime?
Ingenious products to make your life easier?
Hypoallergenic and kind to baby’s skin?
Some added luxury for you?
My Baby has sensitive skin/dermatitis. Can I use your skincare products?
All of our baby bathtime and skincare products have gone through rigorous testing and have been checked and approved by dermatologists. They are hypoallergenic and safe for use on even the most sensitive eczema-prone skin.
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 recognizable 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 acccount, go to the Manage Payment Method 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, just drop us a line and let us know what you want to do and our support team will take care of this for you. The great news is that even if you pause your subscription you keep your loyalty savings.
How frequently will you deliver my subscription?
When you order your first subscription you can select a delivery every 3, 4, 5 or 6 weeks. If you need to change this at any point just drop us a line at email@example.com with your changes and we will amend your account for you.
How can I pay for my subscription to get the best savings?
When you have decided which subscription best suits you and how often to have it delivered you can pay monthly or choose to pre-pay 3-12 months at a time for even bigger savings. (Don’t worry we let the mums without baby brain work out all the savings to make sure the rest of us don’t have to!) You can find a list of all your payment options on our subscriptions pages.
Any time you need to change your nappy size or frequency, just let us know and we’ll arrange it for you. We really mean it when we say our subscriptions are hassle free!
Which subscription should I choose?
Whether you’d like eco-nappies, baby wipes or both, we have a ready-made subscription waiting for you. You can subscribe to regular deliveries of our wipes, our nappies 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 box we pack, we send a pack of our nappychat nappies to our partners over at the Hygiene Bank. We donate money for every product bought to mums via Save the Children, The Trussell Trust and various refugee charities. We also fund mums in innovation and independence.
What are the benefits of subscribing?
Money, ease and time. Our money saving subscription bundle arrives direct to your door every month – leaving you more time for the important things in life. You don’t need to wait in for your bundle to arrive and you don’t need to worry about emergency trips to the supermarket.
Can I return my order if I change my mind?
Yes. You can return unopened and unused products to us. Please contact firstname.lastname@example.org
Can I swap or change the items in my subscription?
If you need a different size nappy, get in touch with our support team and we’ll take care of this for you[if there is still time to change or amend your order]..
We listen to all feedback and will take ideas and suggestions into consideration for future bundles. You can submit your suggestions at email@example.com
My nappy is leaking, what can I do to prevent this?
A nappy might leak if it is too small. The absorbent material in the nappy core cannot then cope with the volume of wee. It might be time to consider moving up a nappy size especially if your baby is near the top of the weight range for that size. Other signs that your baby’s nappy is too small include:
- The nappy isn’t covering your baby’s bottom properly.
- You notice it’s tight around your baby’s waist or thighs.
- The nappy is consistently wet-through.
Bigger nappies can handle more, but nappies may also leak because they are too big. Our nappies have stretch in them, so they are comfortable for a baby. If the nappy isn’t fitted snugly on your baby then it is likely that the nappy 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 nappy rash. It is unlikely that it is linked directly to the nappy 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 nappy 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 nappy rash?
If your baby gets nappy rash, you can usually treat the problem at home.
If the rash isn’t upsetting your baby, at each nappy change apply a thin layer of a barrier cream to protect their skin.
Change wet or dirty nappies as soon as possible.
Clean the whole nappy 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 nappy 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.
Nappy 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, which can be recycled with carrier bags at larger stores, such as supermarkets.At this moment in time, there are very few local authority who accept carrier bags & plastic film at the kerbside. We are really hopeful that this solution will come with time, but it’s worth checking with your local authority to see if they will accept it.
How long do the wipes last after opening?
Your wipes will remain good as new and safe for little skin for up to six months after opening.
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 lab tests show that they disintegrate faster than an apple core! Mum & You biodegradable baby wipes disintegrate in only 3 days, compared to an apple core which took 7 days in simulated landfill conditions**. Wipes used for anything except dirty nappy changes can be home composted too‡!
*Wipes are compostable according to European Standards EN13432 and are certified by TÜV Austria as OK compost Home.
**Test method ASTM D5511.
‡ Wipes used for dirty nappies should be disposed of along with your normal household waste.
Ingredient Source Function Aqua Purified Water Moistens wipes Sodium Benzoate Part of the remaining 0.5% not naturally derived ingredients Helps keep the wipes fresh Sodium Citrate Plant Balances the pH to ensure wipes stay gentle on delicate skin Myristamidopropyl PG-Dimonium Chloride Phospate Part plant part synthetic Provides gentle cleansing Sodium Gluconate Plant Helps stabilise solution Citric Acid Plant Balances the pH to ensure wipes stay gentle on delicate skin
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 in simulated landfill conditions, compared to the positive reference (cellulose), this translates to 100.7% relative biodegradation. Wipes are compostable 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.