Welcome to Muddy Puddles's Customer Service

Common FAQs

What is your query regarding?

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 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 customerservices@muddypuddles.com and we will get right back to you.

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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.  

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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
Freepost
RTRZ-BUXE-XUGJ
Woodview Road
Paignton
TQ4 7SR

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.

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. 

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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.

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How waterproof or warm is this item?

We get a lot of questions about which products are best in which weathers, so we've put together a handy chart to show how waterproof and warm each product is. The higher the rating, the more suitable the product.  

Please note that any products over 2 raindrops are fully waterproof.  A chart showing the weather-proofness of all of our products is coming soon!

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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.

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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.

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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.

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How should I look after my wellies?

To keep your wellies in excellent condition for a long time always wipe clean after use and leave to dry naturally away from direct sunlight or artificial heat sources.

Clean boots with cold and soapy water (do not use solvents). Do not store whilst damp, creased or folded.

Keep in a cool, dry location. To keep in extra good condition polish boots with a rubber welly cleaning spray and wipe with a sponge.  

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Delivery

Our standard delivery charge is £3.95 per order to all UK mainland addresses via Royal Mail Second Class.  Alternatively we offer Royal Mail 1st Class delivery for £4.95. These costs are only charged once for each order.

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.

Please note, we are unable to offer this service for the Scottish Highlands & Islands and Northern Ireland. Other selected postcodes may also be excluded from this service.

Our delivery charge to selected countries within the EU is £15.00 per order. This is only charged once for each order.

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

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

Shipping to Ireland (EIRE)

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

Security & Privacy

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 remove@muddypuddles.com 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.

Cookies:

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:

CookieNamePurpose
Google Analytics _utma
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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 http://tools.google.com/dlpage/gaoptout.
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 http://www.aboutcookies.org/default.aspx?page=1

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.