Customer Service

Common FAQs

What is your query regarding?

Do you offer any discounts for Schools and Nurseries?

We offer discounts for schools, nurseries and trade customers and are happy to discuss this with you in more detail over the phone.  For more information about school discounts click here, or please give our friendly team a call on 01299 407150.  

Back to top

What is the Muddy Academy?

The Muddy Academy is our committment to Schools and Nurseries to provide more than just waterproofs and wellies.  

We supply clothes to over 1,000 schools, and if you buy with us, you are entitled to special discounts of up to 20% off our waterproofs, a 1 year quality guarantee, a monthly pack of outdoor learning resources and many other benefits.  

Click here for more details.

Back to top

Our ethical standards

At Muddy Puddles we work hard to ensure that all of our clothes are produced to the highest ethical standards. We visit the manufacturers we work with every year, ensuring they all have IS2009 certification which means that the social standards in the factories are high and production is to the highest level of safety.

We support Farms for City Children, providing full sets of waterproofs for children visiting the farms, so they can work hard and reap all the rewards from their week on the farm while staying warm and dry.  Discover more about how we walk the walk here.

We support a local charity, Urban Wild Places, who work to get inner city children outdoors. We are helping their cause by providing them with outdoor kit, raising funds with your help from sales of our puddle pac-a-macs, and running some outdoor workshops for them too.

Alongside this we make sure that as a UK company we walk the walk as well as talk the talk in what we believe in. Everyone who joins Muddy Puddles is passionate about our crusade to get families outdoors and is convinced that fresh air and nature is crucial to healthy, happy development.

Find out more about our values here. If you any further questions about our ethical values then please do get in touch on and we will quickly reply to you.

Back to top

Our All-Weather Technology

We've been making children's outdoor clothes for over 20 years.  Find out more about our puddle tec system, and how we protect young explorers from the elements, here.

Back to top

What to Wear When

For information on our Layering system, and What to Wear When, look here.

Back to top

How should I look after my wellies?

Welly Care

Cleaning - to keep your children's wellingtons in excellent condition for a long time always wipe clean after use using water and leave to dry away from direct sunlight or artificial heat sources. After cleaning apply a protective spray. If you follow this simple routine every couple of weeks, depending on the amount of wear, and your boots will last months, even years longer.

Store your boots in a cool, well ventilated place, away from strong light. Do not leave on a radiator or boiler to 'dry' – or outside in the cold. Varying temperature will dry and crack the rubber, especially if a protective spray is not used on a regular basis.

Removing your boots

Try not to use a step to remove your wellington boot - excessive stress being applied to the boot heel may lead to splitting.

Back to top

When will I receive my order?

If you choose our standard delivery method, we aim to dispatch all orders within 1 working day using Royal Mail second class delivery. Orders should be received within 5-6 working days.  First class orders should arrive within 2-3 working days.

Additionally we offer a Next Working Day delivery service for orders placed before 12 noon at a cost of £8.00 per order. A signature will be required for these parcels and will delivered between the hours of 9am - 5.30 pm (approx).

As we have no Saturday delivery, an order placed after 12 noon on a Thursday or before 12 noon on a Friday will be delivered on the following Monday. Orders placed after midday on a Friday will be delivered on the following Tuesday.

Back to top

If I order on a Saturday and select Next Working Day delivery, will my order arrive on Monday?

Unfortunately no. As we do not dispatch items on a Saturday, any orders placed at the weekend will be dispatched on Monday for delivery on Tuesday.

Back to top

Do you have a Size Guide?

We do have a handy Size Guide to help you with the sizing of your explorer's clothing or footwear, please take a look here.

Back to top

If the item I purchase doesn’t fit, can I return it?

Yes. As long as the product has not been used or damaged and is a non-sale item you may return the it for a full refund. Simply fill in the paperwork you received with delivery, state whether you would like an exchange or refund and send the product back to our freepost address.

Muddy Puddles

Woodview Road

We will be happy to refund a non-sale item, provided it is in a re-saleable condition and returned within 30 days of receipt.

We will be happy to refund a sale item, provided it is in a re-saleable condition and returned within 7 days of receipt.

All purchases must be returned in original condition & packaging.  Please do not remove the tags from your garment as goods cannot be returned once they have been removed, thank you. 

Back to top

If I am ordering as a present, is it possible for the order to be sent to an address other than the billing address?

Of Course! At stage 2 of the checkout process when choosing the delivery method, simply click ‘Change Delivery Address’ and enter the required address – whilst leaving the billing address as set up in your account.

Back to top

How will I hear about all the special offers and promotions from Muddy Puddles?

It’s easy. To help us keep you up to date on all of our news and promotions just join the Mud Club! Click here to sign up to our e-newsletter.

Back to top

Do you have a refer-a-friend scheme and how does it work?

Yes, we have a refer-a-friend scheme. If you like us enough to recommend us we’ll happily give your friends an introductory discount and give you a thank you. What we offer changes over time so please click here to go to the current refer-a-friend scheme.

Our refer-a-friend scheme enables you to share with your friends using your name. This means that you can simply tell your friends to come to Muddy Puddles and enter your name and they’ll be given their discount code. All they need to do to get their reward is to click on the link asking if they've "Been referred by a friend?" in the Muddy Puddles checkout or on the home page and enter your name.

You can also recommend us by link, email, on Facebook or on Twitter.

I’ve been referred to Muddy Puddles by a friend and they said I just need to enter their name to get a discount that they offered me. Where can I do this?

You can do this either on the homepage or as you’re buying from us. There is a link just above the voucher code box during checkout saying "Been referred by a friend?". Alternatively you can click here to enter your friend’s name.

Once you've confirmed the friend who referred you, you will be able to access your reward. You can then enter this code in the voucher code box as you’re buying.  Please be sure to read the Terms & Conditions here

I’ve referred someone. How do I know whether they’ve bought anything and whether I’ve got a reward?

We will email me as soon as any rewards are due. The email will have come from as Mention Me are the company who manage our refer-a-friend scheme for us.

It is also possible to see the status of your referrals on your dashboard. You can find a link to your sharing dashboard at the bottom of the email you receive when you sign up for our refer-a-friend scheme.

Back to top

Our Terms & Conditions and Privacy Policy

To view our full Terms & Conditions, click here.

To read our Privacy Policy, click here.

Back to top

Delivery Information

Shipping to UK

Our standard delivery charge is £3.95 per order to all UK mainland addresses via Royal Mail Second Class.  We also now provide free standard delivery for all orders over £100!  Alternatively we offer Royal Mail 1st Class delivery for £4.95.

Additionally, we offer a Next Working Day delivery service for orders placed before 12 noon at a cost of £8.00 per order. A signature will be required for these parcels and will delivered between the hours of 9am - 5.30pm (approx).  

As we have no Saturday delivery, an order placed after midday on a Thursday or before midday on a Friday will be delivered on the following Monday. Orders placed after midday on a Friday will be delivered on the following Tuesday.

Please note, we are unable to offer Next Working Day delivery service for the Scottish Highlands & Islands and Northern Ireland. Other selected postcodes may also be excluded from this service. Deliveries to the Isle of Man are £15.00 per order.

Muddy Puddles is proud of our delivery service. UK and EU orders will normally be despatched within 24 hours and should arrive within 6-10 working days. 

To track your order, click here.

Shipping to Ireland and the Channel Islands

We can ship to Ireland and the Channel Islands for £8.00 per order which will normally be despatched within 24 hours and should arrive within 5-6 working days.

Shipping to Europe

Our delivery charge to selected countries within the EU is £15.00 per order. These countries are: Andorra, Austria, Azores, Belgium, Croatia, Czech Republic, Denmark, Finland, France, Germany, Gibraltar, Hungary, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Slovak Republic, Slovenia, Spain, Sweden. 

If you are ordering from any other countries - please contact us for a quotation on 01299 407150 or email us at

Please note that we do not offer a free returns policy to orders placed outside the UK. This does not affect your statutory rights as a consumer.

Shipping to the Rest of the World

For shipping outside the EU please contact Customer Services on 01299 407150.

Security & Privacy

Privacy Policy

The Muddy Puddles offices are located at Bridge House, Severn Bridge, Riverside North, Bewdley, Worcestershire, DY12 1AB, U.K. Muddy Puddles respects your privacy. Your personal data is protected in the UK by the Data Protection Act 1998. Under the Data Protection Act, we have a legal duty to protect any information we collect from you. Any information that you give us is held with the utmost care and security.  

Use of Information:

We will not collect any information about individuals, except where it is specifically and knowingly provided by them through the completion of enquiry forms or email. Examples of such information include: Name, Address, Telephone number, Email address, Country of abode. The information collected may be used to send you the information you have requested and to help us develop the site to be more useful to you. On occasion we may use any information that you supply for direct marketing purposes or to inform you of news and special offers that we think may be of interest to you. If you wish to opt out of the receipt of direct marketing information you may do so by sending an email to with the subject line 'unsubscribe'.

We may collect Non Personally Identifiable information as you browse our website, including pages viewed, time spent on each page, referring website and any keywords used to find us in search engines. This information is not linked to any personally identifiable information and is used solely as a means to monitor website performance and potentially alert us to any parts of the website that may be performing suboptimally.

Links to Other Sites:

We may on occasion provide links to external websites. Whilst we make every effort to provide you with links to high quality, reputable sites, the contents of these sites are not under our control. When you click through to these sites you leave the area controlled by Muddy Puddles. We cannot therefore accept responsibility for any issues arising in connection with either their use of your data, the site content or the services offered to our users by these sites.


Our website uses cookies in order to provide added functionality and enhance your browsing experience. Cookies are harmless text files, used by all web browsers in order to provide a more tailored web browsing experience. If you would prefer not to receive cookies from Muddy Puddles please refer to your browser privacy settings. Please note that preventing cookies may render parts of the website inoperable and/or prevent certain content from appearing on pages viewed.

Please note this website allows:

  • Third party vendors, including Google, to show this websites ads on sites on the internet.
  • Third party vendors, including Google, to use cookies to serve ads based on a user's prior visits to this website.
  • Users may opt out of Google's use of cookies by visiting the Google advertising opt-out page. (Alternatively you can opt out of a third party vendor's use of cookies by visiting the Network Advertising Initiative opt out page.)

1. What are cookies

A cookie is a very small piece of information that a website stores to save and collect basic information. Many cookies are essential to the operation of our website, for example to allow you to make a purchase or create an account with us. Cookies on our site are also used to customise certain areas of content just for you, and to make your browsing experience more efficient and faster.

2. How we use cookies

Cookies on our website are used for the following purposes

  1. To enable you to add items to your shopping basket and purchase them.
  2. To enable you to create an account to have information such as order history, or your details remembered for later.
  3. To improve the website’s usability by saving you time on making a purchase or tracking your order.
  4. To analyse the use of our website through Analytics software such as Google Analytics.

3. Information collected

The cookies our website uses do not collect any sensitive information such as your name, address, email address, or any other contact details.

The cookies this website uses are:

Google Analytics _utma
These cookies are used to collect information about how visitors use our site. We use the information to compile reports and to help us improve the site. The cookies collect information in an anonymous form, including the number of visitors to the site, where visitors have come to the site from and the pages they visited.

To opt out of being tracked by Google Analytics across all websites visit
eCommerce Platform blucommerceCountry This cookie is used to determine which country the visitor is from, so that content and shipping costs shown are accurate for those customers. This is determined based on a GeoIP lookup or data provided through their account or while purchasing.
  blucommerceState This cookie is used to determine which region the visitor is from, for the same reason as blucommerceCountry
  blucommerceCurrency This cookie is used to determine which currency to show on the site, based on the country the visitor is from and whether they've chosen to view the site in another currency.
  blucommerceDeviceType This cookie is used to determine which type of device is being used to browse the site, and to show a mobile specific site in certain scenarios.
  blucommerceLang This cookie is used to determine which language to be used on the site, based on the country the visitor is whether they've chosen to view the site in another language.
  blucommerceReferrers This cookie is used to determine how the visitor found the site, whether it's from a third party affiliate, from a marketing email or another source
  blucommerceVariates This cookie is used to determine what content to show to the customer when testing new features and functions on our site to improve our customer experience.

4. How do I disable cookies?

To fully disable cookies on our website, you will need to change the settings in your website browser.

Full instructions for all browsers can be found at

5. Links to other websites

This cookie policy does not cover the links within this site linking to other websites. We encourage you to read the privacy statements on the other websites you visit.

Policy Changes:

We reserve the right to make changes to this privacy policy without notice. Any changes that are made to this privacy policy will be reflected on this page.