If you have a question, complaint or comment, we would be happy to assist you. Below you can find a list of the most frequently asked questions. If you can’t find your answer here please reach out to us at email@example.com or contact us through our contact page.
Yes, we ship all over the world. Shipping costs will apply, and will be added at checkout.
It depends on where you are. Orders processed here will take 1-3 business days to arrive. Overseas deliveries can take anywhere from 7-16 days. Delivery details will be provided in your confirmation email.
Shipping times and costs vary depending on your country. Above timelines are indications and can't be guaranteed.
In the Netherlands we use Instabox, DPD or PostNL. Otherwise we use DPD. Overseas we use all Fedex, DPD, PostNL or UPS depending on location.
Note: International orders outside the EU exclude custom fees and all additional taxes. We can’t be held responsible for any additional taxes and/or fees.
When your order is shipped, we send you an email containing a tracking number.
There may be duties and/or customs taxes applied to your order by your local government when delivery is made, or billed to you afterwards.
We are not liable for these charges, and they unfortunately cannot be reimbursed or refunded by us. If you are unsure of the charges and whether you will be affected, please contact your local customs office to find out more!
We currently do NOT ship to PO box addresses.
We always aim for make sure our customers love our products, but if you do need to return an order, we’re happy to help.
MOOMU will happily accept returns and exchanges of all your items within 14 days from the date you received your products. The item/s must be in original condition, in their original packaging and with all tags still in place. Item/s must not have been used in any way. Unfortunately, we cannot accept any returns that do not meet these requirements.
Just email us directly and we’ll take you through the process.
All returns can be send to:
De pakkettenfabriek tav: Moomu retour Conservenweg 116 2371 DT Roelofvarendsveen
Please add your name and ordernummer with your return
MOOMU offers a full refund of the products (Please note that we are unable to refund initial shipping charges for goods returned, other than for faulty items. Unfortunately we are also unable to refund return shipping costs).
Once we receive your returns, all item(s) will be inspected. Products must be returned unused and undamaged with the original packaging and labels attached.
If an item is used or damaged, the item(s) will be sent back to you and a refund will be refused. We will refund your order witihin 7 working days counting from the day we receive your order. Please keep in mind that it can take up to 14 days to receive your return.
MOOMU cannot be held liable for the loss of product(s) being returned. We recommend using a registered post service to return goods and keeping a record of the tracking details.
If you want to exchange your order you’ll need to place a new order and return the original product for a refund.
If you refuse the delivery of a package, you'll be charged for the initial and the return shipping.
The MOOMU changing mat is made from 100% non toxic PU (polyurethane). Latex free, PVC free, BPA free, Phthate free and Formamide free. PU is a shock-absorbing material that can withstand high loads and has a very high wear resistance, which is why it is also used for mattresses, seats, cushions and pillows in the furniture sector.
NOTE: Direct sunlight can cause fading or a change in colour.
Yes, it’s completely normal that our mat has some black spots! This is because we choose for a toxic-free and natural production process. The little spots are just small air bubbles that haven’t been able to escape while the mat was cooling down. We can’t prevent this without adding nasty chemicals to our production process.
No. The MOOMU mat should be used only on stable surfaces that are wide enough. Also check that MOOMU mat and the surface it is used on provide enough resistance to sliding and slipping of the mat. While we're on the subject, please make sure never to leave a baby unattended on any type of elevated surface - this includes changing tables and sofas.
Yes that's possible. Just email us directly and we’ll take you through the process.
Yes, all MOOMU covers are machine washable at 30 degrees Celsius. The fabric will be even more beautiful after a couple of washes. Wash with similar colors. We recommend using a detergent without bleach. For the durability of your product and environmental reasons we recommend you do not tumble dry.
Like every single part of the MOOMU changing mat, the covers and inserts has been tested and proven free from harmful substances. As opposed to synthetic fibers, all natural fibers shrink a bit when washed the first time. Thanks to special finishing and pre-washing procedures we have taken, we have reduced the shrinkage to about 2.5-3%. This shrinkage has been taken into account when cutting and sewing the pieces. However, should the cover be washed in too hot water or tumble-dried there is a risk of compromising the fit as the shrinkage then might exceed 3%.
The MOOMU covers are specially made to fit the MOOMU changing mat.
We work hard to ensure all items sold are of the highest quality. All products and shipments are checked before they leave us. However if you have a concern with a faulty or damaged item, please email us at firstname.lastname@example.org so we can urgently review the matter for you! If there is a problem you can send the product back and we will refund your initial shipping charges. You can either receive a new item or a full refund.
Of course! In fact we recommend you have 2 or more covers, in case of little accidents ;) This allows you to continue using the MOOMU changing mat with a cover while washing the other one.
The durability and longevity of the MOOMU changing mat versus other changing mats is very beneficial to the environment. Wear and Tear analysis of other changing mats have shown that parents find themselves buying new mats for every new baby, or worse still, after a period of 6 to 12 months of using a changing mat. This is detrimental to the idea of sustainability and being frugal with our planets' resources. You will find the MOOMU changing mat can go far longer and handle many more children and diaper changes. Besides that, the MOOMU mat is made of 100% toxic free material.
All our covers and inserts are made in the Netherlands by former refugees. For our fabrics we only pick the best quality.
Unfortunately all products have an end-date. It's important that we recycle them whenever possible, so that precious raw materials do not go to waste.
Currently we accept Credit Card Payments, IDEAL, Banktransfers (SEPA) and PayPal. If you would like to arrange payment via another method, we are happy to try and assist your request. Please contact us directly at email@example.com to see what we can do for you.
Absolutely! MOOMU is a Netherlands based company. We use GeoTrust Secure Socket Layering (SSL), an encryption technology that ensures safe Internet transmission of your personal information. We do not store any credit card details nor do we share your personal information with any third party. However, if you are still concerned with placing your order, please contact hello@ moomu.com and we will arrange an order via email or phone for you.
We sell MOOMU products in our online store www.moomu.com and in conceptstores and kids stores in the Netherlands and Belgium
Stores Babypark - Multiple stores in the Netherlands Pluk and Paloma - The Hague Kinderwonderland - Budel Suus&Suus - Noordwijk Jutter & Co - Berlicum Motherhood - Amsterdam Hyggekids - Antwerp Belgie Kabine - Oostende & Koksijde Belgie Mini'On - Erpent Belgie