Frequently Asked Questions
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 aboutschool discounts, or please give our friendly team a call on 01299 407150.
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 supportFarms 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.
Our All-Weather Technology
We've been making children's outdoor clothes for over 20 years. Find out more about how we protect young explorers from the elementshere.
How should I look after my wellies?
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 temperatures 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.
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 2pm 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).
Orders 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.
We offer Saturday delivery. If you select this option, your order will be delivered on Saturday providing your order was placed before 2pm on Friday. If you place your order after 2pm on Friday. your order will be delivered on the following Saturday.
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.
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.
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 still has the tags attached you may return 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 (UK only, international parcels are sent at the sender's expense).
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 their original condition & packaging. Please do not remove the tags from your garment as goods cannot be returned once they have been removed, thank you.
What is your returns address?
Return postage is free of charge for returns from UK addresses. Please can you obtain a proof of postage (a free receipt) from the Post Office and keep this safe until your exchange or refund has been completed.
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.
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 simply click here to sign up to our e-newsletter.
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 pleaseclick 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 canclick 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 theTerms & 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 Mention Me, the company who manages 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.
Can I return something I bought in your Bicester Village pop-up store?
If you have bought a Muddy Puddles item at the Bicester pop up shop then our standard 30 day exchange or returns policy applies using our Freepost returns address. Please make sure that when you send your item back you include a note with the following order details: .
- your name
- telephone number
- email address
- reason for return or exchange details
- add phrase BICESTER PURCHASE to the note