Helpful User Guide

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  • Real Nappies reusable cloth nappies-Helpful User Guide-

Helpful User Guide

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We affectionately refer to our Helpful User Guide as a H.U.G, but we think it’s so much more than that….

Why do you call it a H.U.G?

A hug is a really nice thing to give or receive however old or young we are, and I think we all deserve one, so yes give yourself a hug for being a great mum or dad, caregiver, aunt, grandparent, brother, sister or whoever you are.  Let’s face it parenting is the hardest job on the planet, but also we think, the most rewarding.  Why not go and hug someone right now, I bet you’ll feel so much better.

Plus if you are a Real Nappies user, or soon will be, give yourself an extra big hug.  We would love to come and give you a big hug ourselves, but unfortunately we can’t, so we have affectionately called our Helpful User Guide a H.U.G.  

Each time you see our guide know that a hug has been sent your way because we think being a parent or caregiver requires a very special person and if you are looking at this page I would say you are that very special person, so here’s a H.U.G from all the team at Real Nappies…

 You can either add to your order, or download using the links below.


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  • Returning items is really easy, but make sure you read carefully all our conditions below before you fill out our Returns Form.  You will find our Returns Form and return address as the bottom of this page.

    Change of Mind

    Please choose carefully as we are not obligated to refund any item unless it is faulty. However, we are happy to exchange your items within 30 days of the date you received your order, providing you meet the requirements below. Please note, we may charge a restocking and/or shipping fee.

    Returns Requirements:

    • Return must be within 30 days since dispatch of your purchase.
    • Proof of purchase must be provided.
    • Item must be unused and in original condition, including tags attached and packaging unopened.
    • Returns Form must be completed and submitted online AND printed and sent with item - you will receive an email once you have completed the Returns Form, which you can print to send with your item(s).

    Some types of goods are excluded from return for personal hygiene and safety reasons as they are classified as intimate goods – these goods include: Cotton Prefolds, Flat nappies and Snug Wrap Nappy Covers.  However, these items may be covered by our 2-child guarantee.  Please read those terms and conditions to check your eligibility. 

    Gift cards are a non-returnable item.


    Returning damaged goods

    All damaged items returned to us, must be in a washed, non-smelly, clean, stain-free and dry condition.  If items are smelly or soiled when returned to us, we will return them to you at your expense.  We will not accept any item that is damaged or is missing parts for reasons not due to our error, or any item returned more than 30 days after delivery dispatch date.  If you wish to return your damaged goods to us, please make sure you meet all of the requirements below.

    Returns Requirements:

    • Return must be within 30 days since dispatch of your purchase.
    • Proof of purchase must be provided.
    • Returns Form must be completed and submitted online AND printed and sent with item - you will receive an email once you have completed the Returns Form, which you can print to send with your item(s).

      We are not responsible for damage caused by improper care, misuse, fading, pilling or normal wear and tear of the product.  As with any clothing item, our nappies and covers will not withstand repeated daily washing for extended lengths of time.  Please refer to our washing tips page for more information.


      Returned Goods

      Once a returned item is received and inspected, we will notify you of the outcome of your return request.

      We reserve the right to choose at our discretion if we will repair, replace or refund via store credit or original payment method the item you have returned.


      Shipping Costs

      You will be responsible for paying for shipping costs when returning items.

      If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance.  We cannot guarantee that we will receive your returned item. 

      Shipping costs are non-refundable. If your order qualified for free shipping, your refund will be the total amount paid MINUS actual shipping costs.


      Apply for Return

      If you wish to apply for a return, please fill out our Returns Form.


      Where to send my Return

      Please send your return, including a copy of your filled out Returns Form to:

      Real Nappies
      54A Freemans Rd
      Otaki, 5582
      New Zealand



    • 2-child guarantee

      All of us at Real Nappies sat around and wondered how we could convince you that Real Nappies are awesome if we don’t back them ourselves?

      So, we decided to offer you the best Guarantee in the Industry…

      We guarantee our covers and nappies for 2 babies, or we’ll replace them!

      What’s covered under the Guarantee?

      • velcro that is coming off, broken or unstitched
      • stitching coming loose
      • holes or tears in fabric
      • flaws in the manufacture
      • velcro that has physically lost its ‘teeth’ and is therefore no longer sticking (lint build up is not covered)

      What’s not covered under the Guarantee?

      • normal wear and tear
      • fading
      • staining
      • pilling
      • repelling : lack of absorption on your cotton nappies (probably due to detergent build up)
      • loss of waterproofness on your covers (probably from detergent build up, see our FAQs for tips to strip the covers)
      • loss of waterproofness due to soaking covers
      • lint build up
      • laundry tabs (these are not made of velcro)

      Easy care…

      Real Nappies are easy to look after with regular care, small amount of detergent and machine washing. We recommend the occasional hot wash to remove any detergent residue.

      You can machine or line dry but there are a few No-No’s to follow:


      • bleach
      • vinegar (NOTE: We do suggest occasionally adding 1/2 cup of vinegar to the first rinse cycle in order to remove any residual detergent when washing your cotton nappies. This deodorizes, sanitizes and brightens your cotton nappies, and will not affect your warranty. Vinegar is NOT recommended to be used on your covers.)
      • fabric softeners
      • washing powder with enzymes or other additives
      • NEVER soak your covers
      • whitening agents
      • soap flakes or borax
      • nappy creams (please use a liner to protect your nappies if you wish to use creams)

      BE CAREFUL: particularly of home made detergents, products such as Borax used on the cover will break down the PUL and the elastic.

      Terms and conditions:

      Real Nappies products are made from premium quality materials and we are proud to provide this guarantee so that you can save even more by using them not just for one child, but for your second child as well. This replacement guarantee is based on items being washed every two days, not more frequently, and covers stitching, elastic, fastenings, any manufacturing defects. It requires the use of the recommended minimum numbers of nappy covers (minimum 6 ) and cloth nappy inserts (minimum: 24 Newborn, 24 Infant, 18 Crawler, 12 Toddler) at each size. This warranty only applies to nappies and covers bought directly from our website. This warranty does not apply to nappies or covers bought second hand from Trade Me or similar. This warranty only applies to cotton prefolds manufactured by Real Nappies or Real Snug Wrap Covers manufactured by Real Nappies.

      If you do experience a failure with a Real Nappies product, please contact us at with the details. We may require the return of the item and the proof of your purchase. Returned items must be in a clean, washed and dry condition.


      If you wish to make a claim under our 2-Child Guarantee.  Please CLICK HERE

    2-child guarantee

    We are so sure our nappies will last, we guarantee them for two children.

    Beautiful and soft

    Gorgeous soft and colourful covers and gentle snuggly cotton inserts for baby's comfort.


    Saving money and without compromising the planet