Frequently Asked Questions
- 1. Is it safe to enter my payment details on my phone?
- 2. How can I place an order on my mobile?
- 3. How can I pay for my order?
- 4. How much does it cost to use the ELC mobile?
- 5. If I place an order, how long does delivery take and how much does it cost?
- 6. What's your Head Office address?
- 7. Where do you deliver?
- 8. Can I track my order online?
- 9. What time does your customer service team operate?
- 10. I've registered for the Big Birthday Club, and would like to know how far in advance of my child's birthday will I receive the Big Birthday Club pack and discount voucher?
- 11. How long will it to you to reply to my email?
- 12. Does Early Learning Centre deliver overseas?
- 13. Do you sell spare parts for your toysr?
- 14. I have received my order but it is not suitable. How do I return it?
- 15. Can I get all the same products as the main website?
We know that security is one of our customers’ biggest concerns, so we've made sure that shopping on our mobile site is as safe as shopping in any Early Learning Centre store or online.
All of your personal information and credit card details stay totally confidential - we use the latest technology to be 100 % sure of that.
When using this website, your card details cannot be viewed by anyone else.
Placing an order on your mobile is similar to placing an order on the web site. Select the item you want then add it to your basket. Use your ELC account or Express login to complete your order and continue to the checkout. You should receive an email confirming your order. It’s that simple!
You can use most UK-based credit or debit cards. We accept Delta, Visa, Mastercard, Switch/Maestro, Solo and American Express. However you decide to pay, the price of your order stays the same. So simply choose whichever is most convenient for you. We also accept most major international credit cards.
Normal mobile web data charges apply in the same way as if you view any other web content on your mobile phone. Our mobile site is simplified to load quickly and use less data. ELC doesn’t charge you for using the ELC Mobile site.
Our Next Day delivery service is available for £7.95 and will be delivered the next working day (this excludes weekends and Bank Holidays) to UK mainland addresses provided the order has been placed by 4pm.
UK standard delivery is £4.95 and available within 4 working days (this excludes weekends and Bank Holidays) to UK mainland addresses.
Delivery to remote areas may take a little longer.
We do not deliver to the Channel Islands, Eire or international addresses.
All delivery times are subject to stock availability.
Some of our larger products are delivered direct from our supplier (to UK mainland only). Delivery is usually within 10 working days, please check when ordering.
Please note in some cases your order may be sent in more than 1 parcel. If you do not receive everything you were expecting in your delivery, please wait a further 2 working days before contacting us as the goods will be in transit.
At present we are unable to provide a Next Day Delivery service if your basket includes: items on pre-order or items with extended delivery, please check the delivery details on each product page for full delivery information. If an extended delivery item is added to an order where you wish to select the Next Day delivery options, your order cannot be delivered on the requested day. To ensure the correct delivery for all items in your basket, 2 separate orders can be placed: the first order including the extended delivery items and the second order including the remaining items in your basket.
You can write to our Head Office at: Mothercare ELC, Cherry Tree Road, Watford, Herts, WD24 6SH
We deliver to anywhere within the UK mainland, Northern Ireland and the Isle of Man.
Please note though that some of our toys are sent directly from our suppliers, so are subject to a longer delivery time and only applicable to UK mainland addresses. If you look at the 'See More Delivery Information' function on the toy of your choice, this will tell you if the product has a longer delivery timescale and if delivery is restricted to UK Mainland only.
We do not deliver to the Channel Islands, but we do have stores in Jersey and Guernsey who would be delighted to get the toys you require. You can contact our Jersey store on 00 44 (0) 1534 635333, and our Guernsey Store on 00 44 (0) 1481 711716.
I'm sorry to say we don't have an international delivery service. But we do have many Early Learning Centre Franchise stores around the world. If you look at our overseas page on our website, you'll find details on how to contact them on this page, and they'll be delighted to help you. If you can't find a store listed that is near to you, we are constantly developing ELC Franchises worldwide, so please watch this space!
Currently we do not offer this facility but we can confirm that you will receive notification once your order has been dispatched.
If you do not receive delivery within your expected time frame you can contact us 0871 231 3513 or by clicking here
Please feel free to contact our Customer Service Team on 0871 231 3513.
We are open from 8am - 8pm - Monday to Saturday and 9am - 5pm on Sunday
10. I've registered for the Big Birthday Club, and would like to know how far in advance of my child's birthday will I receive the Big Birthday Club pack and discount voucher?
You will receive your money-off voucher between 4 weeks before your child's birthday if you have registered to receive this via e-mail, and 6 to 8 weeks before if you have registered to receive your pack via post.
But, of course, it takes 8 weeks to activate your membership, so if you sign up less than 8 weeks before your child's birthday, you may not receive your voucher in time (although we do our best).
If you haven't received your voucher 4 weeks before your child's birthday please call us on 0871 231 3513 or by clicking here
We aim to reply to all emails within 24 hours of receipt.
We do have many Early Learning Centre Franchise stores around the world, but I'm sorry to say we don't have an international delivery service. If you look at our overseas page on our website, you'll find details on how to contact them on this page, and they'll be delighted to help you. If you can't find a store listed that is near to you, we are constantly developing Early Learning Centre Franchises worldwide, so please watch this space!
We do hold spare parts for some of our toys. We listen to our customers and have created a list of spares following our customers feedback of the type of parts that may go missing.
Unfortunately, we are unable to offer this service on our mobile site at this time, please use the spare part ordering system on our main website.
If the part you are looking for is not listed there, then unfortunately we do not hold this as a spare part, and apologise that we've been unable to help you this time.
Mothercare and Early Learning Centre are happy to refund/exchange any unused merchandise returned within 28 days of purchase upon production of your receipt*, as long as they are returned in an unused condition and in their original packaging.
This does not affect your rights if the product is faulty or mis-described.
*Exclusions - toiletries, software, DVDs, food (including formula milk), Tens machines, Gift Vouchers, Gift Cards and opened mattresses. Pushchairs see terms and conditions issued at time of sale. If any items are returned that were part of a multi buy promotion all items must be returned.
Please take the item back to your nearest Early Learning Centre store, or a Mothercare store with an ELC Shop in Shop.
Alternatively, if you have a large item to return and cannot get to a store please contact our Customer Service Team on 0871 231 3513.
All of the products on our main website are available to order on the mobile site as well.