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faqs

How do I place an order?
Choose the product(s) you would like to order by selecting the correct size and clicking 'Add to Cart'. When you have finished adding items to your bag, proceed to the checkout and use one of the relevant checkout options. Returning Customers: Log into your account using your email address and password. New Customers: Register yourself by entering your email address and a password of your choice. Simply follow the instructions to complete your secure online payment. If you are experiencing problems whilst trying to place an order with us then please contact us via our "live chat" facility or contact our Customer Service team on who will be happy to offer assistance.


What delivery options do you offer?
We offer standard delivery via courier partner which can take 2 - 4 working days. All our deliveries are made through Monday to Saturday. Please note that geographical restrictions apply to some of our delivery options.


Can I track my order online?
To track your order, view recent orders and see your order history. Log in to our website and click on 'my account' at the top of the page. Click on the link 'view recent orders'. This will show you your order history. Select order you wish to view. If you have received a dispatch of order email then please copy your tracking number and track you order on the courier’s website. Unfortunately, we are unable to specify a day or time for delivery. If you are not home when we attempt to deliver, the courier will re-attempt delivery and will call you to arrange a more convenient day for delivery.


I've received my order, but it's not suitable. How do I exchange it?
Cotton Candy is dedicated to offering the highest levels of quality and service. We will be happy to exchange any item(s) that you are not completely satisfied with, as long as they are returned in an unused condition and in their original packaging, within 14 days of receipt with proof of purchase. Items can be exchanged from any Cotton Candy after contacting our customer service team at [email protected]


I can’t log on to my account, what should I do?
If you have an existing account with us and have forgotten your password please click the 'sign in / register' link at the top of the page. Under 'Sign in to your account' please enter your email address click the 'forgotten your password?' link. We will then send you an email with instructions to reset your password.
If you don't receive your password reset email within 1 hour please check your spam folder. If the email is not in your spam folder please request another one.


How can I update my personal information?
To update or change your personal information please log-in to getcottoncandy.com using the 'sign in / register' link at the top of the page. If you are already signed in please click the 'my account' link at the top of the page. Then select 'my details and contact preferences'. From this section you may view and amend your details including choosing how you would like us to contact you.


Can I change my payment information?
Once an order has been placed we are unable to change your payment information. By default we do not store any payment information on our systems. If you have opted to save your card details while placing an order with us you may view or remove these details by clicking the 'my account' link at the top of the page and then selecting 'payment card details'.


Can I change my delivery address?
You may update your cotton candy address book by clicking the 'my account' link at the top of the page and selecting 'address book', from here you can add, remove and amend your addresses. If you have already placed an order changes made in this area will not alter the delivery details. Once an order has been placed it is often not possible for us to change the delivery address. We are happy however to look at this on a case by case basis and if possible we are happy to update delivery details for you. Please contact our Customer Care Team on 021-111-221-331 between 10am to 6pm Monday to Friday.


I have forgotten my password. What should I do?
If you have an existing account with us and have forgotten your password please click the 'sign in / register' link at the top of the page. Under 'Sign in to your account' please enter your email address click the 'forgotten your password?' link. We will then send you an email with instructions to reset your password. If you don't receive your password reset email within 1 hour please check your spam folder. If the email is not in your spam folder please request another one.


When I place an order, how long does delivery take?
Standard delivery orders are delivered within 2 - 4 working days via courier in normal conditions.


I've placed an order and would like to know what couriers you use?
We work with multiple courier partners, and may depend on your geographical location, from which the order may be sent.


Can I gift wrap my order?
Yes. You can select the gift wrap option on the checkout page or ask our customer services team after placing the order.


What time does your customer care team operate, and how can I get in contact?
You can contact our customer care team by email or phone. We are open from 10am to 6pm Monday to Friday.
Email: [email protected]
UAN: 021-111-221-331


How can I exchange an item?
Please visit “Return & Exchange” page for guidance.


How can I pay?
You can opt for Cash on Delivery or use credit or debit cards. We accept Visa and Mastercard. 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.


What do I do if I receive items which are faulty?
We do have measures in place to ensure we offer the highest level of quality across all of our products, but in case if you feel you have purchased a faulty product, you can email us with full details at [email protected] or call us on 021-111-221-331, and we'll be able to assist you further.


How do I know if my online order has been successful?
An automated email is generated as soon as an order is successfully placed. Please check that all the information is correct on this confirmation email. Sometimes this email can land in “Junk” or “Spam” folder of email.


What are 'working' days?
Monday to Friday are working days. Saturdays, Sundays and Bank Holidays are not working days.


Where do you deliver?
We offer delivery service in most of the cities/districts of Pakistan. Please be aware that some of our products are delivered directly from our stores. For full delivery information on each item, please refer to the product detail page.


Why has my order been cancelled?
If you haven't requested the cancellation of your order, you may contact us at our helpline 021-111-221-331 or email us at [email protected]


What do I do if the item I receive is not what I've ordered?
We do have tight measures in place to ensure all orders are successful and correct but we have a few options to sort this out as quickly as possible: 1. You can take the item to your local store to exchange for the correct item. Please take your receipt along to show the store staff the error. They will then be happy to help. 2. Call us on 021-111-221-331 or email us at [email protected] stating the item received and the item you wanted. We'll then arrange to send you the correct item.


How do I find out about upcoming promotions?
We'd be delighted to tell you all about our upcoming promotions and exciting events, and if you would like regular updates, please follow our social media pages.


How can I remove my details from your mailing list?
Once you've logged in, please click on the 'sign in' link at the top of the website. From here you'll see the 'personal details & contact preferences' section, which will have a tick next to the email opt-ins you currently receive. Simply click on the boxes with a tick to remove, and you'll no longer receive our emails.
Alternatively, you can click on the 'unsubscribe' link at the bottom of all our marketing emails.


What are cookies and how do they affect me?
This site uses cookies. Cookies are pieces of data that are sent from our website to your browser, which may then store them on your computer system. Cookies cannot gather or store personal information. We use cookies to see how our website is used, find out what areas are popular, and then improve the site. This site uses both session cookies', which disappear as soon as you close your browser, and permanent cookies', which are kept on your computer. Neither of these types of cookie stores or gathers any personal information about you.


How can I find information about my local store?
Visit our store locator for lots of information on your local store, including facilities, location and opening hours. If you wish to find out if your local store has an item in stock, please contact the store directly.


Does my local store have a particular item in stock?
You can use our Store Finder to look up your local store and call them before you visit to check they have the products you are looking for.


When is your new catalogue launched?
We produce two catalogues a year. Our Spring/Summer catalogues are usually launched at the beginning of February, and our Autumn/Winter catalogue is launched at the beginning of August.


How can I request a catalogue?
You can pick up a catalogue at any of the local Cotton Candy store in Pakistan.


Up to what age is an infant carrier suitable?
The age of your child is not important - it is their weight which matters when choosing a car seat. Infant carriers are suitable from birth to approximately 13kg/29lb.


What would be the best type of pushchair to take on holiday?
A lightweight, compact stroller. One that has an umbrella style fold, so that it is convenient to transport. A shopping basket is always handy for storing toys, sunscreen and other holiday essentials. Plus, don't forget to get a sunshade or parasol too.


When's the best time to toilet train?
There is a very broad age spectrum of when children are out of nappies and these days it really doesn't matter if your child is not 'dry' before 3 years. It is up to you and your child to decide when to start toilet-training. However, the actual transition from nappies to pants can be traumatic for a child and it is important you do not become impatient with your child. Many nurseries and playgroups insist your child is dry during the day before he is offered a place, although some daycare nurseries are more flexible. It is now known that babies are unable to control their bowel and bladder before 18 to 24 months, and often it can be much later.


What can I feed my 6 month old?
Mashed (cooked) vegetables e.g. carrot, sweet potato, broccoli Mashed fruit e.g. banana or cooked/pureed apricots, apple or pear Do not add any salt or sugar Milk is still an important part of your baby's diet, so carry on breastfeeding or giving formula. As your baby eats more solid food, his/her milk intake will continue to decrease Introduce finger foods - these encourage your baby to chew, even if they don't have teeth yet. Try cooked vegetables e.g. carrot sticks, green beans - or cubes of cheese, toast, strips of pitta bread.


Disposables or reusable?
Making the decision to try real nappies requires commitment, a belief that it's worth protecting the environment, and an up-front investment in nappy paraphernalia. You'll be surprised how far things have come since the old days. You can forget squares of terry toweling, folded into impossible origami shapes, secured with a frightening pin, then rendered waterproof by crunchy plastic pants. Now, toweling squares have been replaced by washable nappies which behave just like disposables. With a flushable liner inside, you simply whip out the liner (and any contents), flush the lot down the loo and put the nappy in a bucket ready to wash. Another washable option is 'pre-folds' (rectangles of absorbent fabric with a padded bit in the middle) with a shaped, waterproof but breathable 'nappy wrap' over the top, all secured with poppas or Velcro. But remember that it needn't be all or nothing. Why not use real nappies at home, and disposables when you're out and about? Or real nappies during the day and disposables at night? Because every single real nappy you put on your baby is one less disposable nappy to clog up a landfill site.


Why choose a 3 wheeler?
3 wheelers offer an up to the minute look. Plus with 3 wheels they have the added benefit of better maneuverability. They are especially good if you are out and about regularly either in town on rougher terrain.


Which bottles do you sell which are BPA free?
Almost all of the bottles we sell are BPA free. We mention on the product information pages which bottles are BPA free.


What is a travel system?
The complete option for a new baby. A pushchair that includes an infant carrier/car seat that attaches safely and securely to the basic pushchair frame. This enables you to move your baby from pushchair to car without disturbance. Some options also include a carry cot.


What is a 2 in 1?
A pushchair that combines the classic comfort of a pram (your baby can lie flat) with the versatility and convenience of a pushchair once your baby can sit upright.


What's your stance on Environmental issues, including Recycling and the Packaging you use?
We take our responsibility towards the environment very seriously and we have set targets to reduce energy, increase the amount of recycling we do and reduce the amount of Packaging on our products.


What way should I toilet train my child?
There is a very broad age spectrum of when children are out of nappies and these days it really doesn't matter if your child is not 'dry' before 3 years. It is up to you and your child to decide when to start toilet-training. However, the actual transition from nappies to pants can be traumatic for a child and it is important you do not become impatient with your child.
Many nurseries and playgroups insist your child is dry during the day before he is offered a place, although some daycare nurseries are more flexible.
It is now known that babies are unable to control their bowel and bladder before 18 to 24 months, and often it can be much later.
These days the common view is very much that we should take our lead from our child as to when to begin potty training.
Some signs that your child may be ready for potty training are that:
He takes increasing interest in your going to the toilet and indicates in some way that he understands what you are doing by pointing to his nappy.
He removes his nappy himself.
He has a dry nappy immediately after his daytime nap.
He appears to indicate wanting to sit on the potty and uses it appropriately.
When he reaches this stage, if the weather is warm you could try leaving him without a nappy for his daytime nap (but remember to use a waterproof sheet) or during a quiet afternoon when you are not out and about. If, as is most likely for the first few days or weeks, he has an 'accident', don't make a fuss, just take him to the potty and let him sit on it for a while so he can make a connection. It might be an idea to buy a few potties and have one in the bathroom, one downstairs and one in the garden. If your child can see these potties everywhere, and knows when they should be used, he may be more inclined to actually make use of them. Most children are able to control their bowels before their bladders so if he has a bowel movement at a certain time of day or starts his routine of grunting and facial grimaces which tell you what is about to happen, try to pre-empt him by sitting him on the potty.
Above all, do not get angry, even if he has accidents when using the potty. It's not his fault. If he does manage to use the potty, reward him with hugs and smiles. He will soon get the message. If, when he first starts going nappy-less you have days of problems, then perhaps you have started too early. Take a break of a few weeks, then try again. It may seem like it is taking forever, but bear in mind that they all get there finally.
Control over the bladder is much more problematic and even four-year-olds who have been without nappies for years still have the odd mishap, especially if they are involved in something exciting that they don't want to leave. Always take a spare pair (or three!) of pants and trousers with when going out. Relapses in toddlers who have been dry for several months are also common, particularly if they have just had a traumatic experience, such as the birth of a baby brother or sister, or started at nursery. It is important not to revert to nappies, but continue with a bag-full of spare pants and a reward for the times he is dry; things will right themselves eventually.
The final hurdle in this long drawn-out process is being dry at night. It is not unusual for children to still be in night-time trainer pants by their fifth birthday. In fact some children seem perfectly happy to be dry all day but go to bed in a trainer nappy. Again, take your time and wait until he seems to be in a settled, happy patch. Suggest he tries going to bed without his trainer and see how he reacts. Many parents start off efforts at night-time dryness by taking their child to the loo last thing at night when they themselves go to bed. This is a useful stop-gap but shouldn't be practiced too long or he will never learn to get out of bed to do it himself. Once he seems to have mastered the art of getting out of bed and going straight to the loo first thing in the morning, rather than wait for you to remind him, then you can drop the night-time waking.
Try to be patient with your child, and not to make a fuss. He will eventually succeed in being dry; it is just a matter of time.


How do I manage my toddler's tantrums?
Dealing with a tantrum is easier said then done. The child is frustrated and angry, and you may also be caught up in the emotion of the moment, however hard you try not to be. You may want to do anything to stop the tantrum. You may feel embarrassed and ashamed about the tantrum and feel that it is somehow a reflection of you as a parent; try to keep a cool head.
You cannot reason with a child in a tantrum, there is no point in attempting any kind of discussion until it is all over.
Do your best to keep your emotions out of it. If you get angry it will only feed the spiral of emotions and make things worse. Some parents find it helpful to deliberately 'go robotic' to keep their own feelings in check.
It might be a good idea to say that you are leaving the room or that you will walk away. Then go somewhere you can see your child, but your child can't see you; usually, without an audience, your child will stop screaming Try to develop a thick skin. Do what you need to do and ignore the attention of other people, if they are rude enough to stare.
Make an effort to hug the child and talk soothingly into his ears; they can often frighten themselves by the sheer strength of their own emotions.
Reassure the child, acknowledging how they are feeling ('you must be feeling very cross', 'I can see that you are very angry').
If appropriate you can pick up your child when in a tantrum and take them away from any attention.
Don't smack. It does not help and only increases the level of violence and emotion in the situation. Remember, children learn by copying!
It is best not to give in to the tantrum. If the child learns you change your mind if they have a tantrum, they will use the power of a tantrum to get their own way. If you feel you are not coping well with a tantrum, make sure your child is safe and call a friend to talk it over. A rational friend who is not caught up in the situation can help you see things in perspective.


Is my baby teething?
Although some babies' teeth pop through with no trouble at all, others suffer rather more. The gum may be red and sore, occasionally your baby's cheek may be red, he may dribble more than usual, and he may be irritable. Some mums also say diarrhea and nappy rash are symptoms, but experts say this is unlikely to be caused by teething. In fact, if your baby seems very fretful or feverish, be careful not to automatically assume it's teething, just in case your baby is ill. Teeth usually erupt in a basic order - so look out for the two center incisors on the bottom, followed by the two center teeth on the top. Although they can look alarming, don't worry about breastfeeding when the teeth arrive - those middle lower teeth are covered by your baby's tongue so you won't get nipped.


How can I prevent nappy rash?
The secret of preventing nappy rash lies in keeping your baby's bottom as dry as possible. This means changing their nappies when they are wet or soiled. This may be a lot more often than you think - as often as every hour in newborn babies. Change the nappy before putting your baby down after a feed, or to sleep. It is also important to keep your baby's bottom as clean as possible. If the nappy is soiled, use the nappy to remove the worst of it, then wash with warm water and a gentle soap, using cotton wool. Alternatively, use gentle baby wipes. Whenever possible, allow your baby to lie in a warm environment without a nappy for a while before putting on another one.


What are my childcare choices?
Before you decide what sort of childcare will suit you best, go through all the options. If your parents are still young, they might like to get involved - it's cheaper and often more reassuring if granny is looking after your one and only. A few big employers, such as hospitals and government offices, offer workplace which are good value for money and have the added benefit of enabling you to pop down to see your child during your lunch break. Daycare nurseries are cheaper than nannies but may not offer your child one-to-one care, which you may feel your baby needs, particularly when so small. Above all, don't feel guilty. Remember that few things in life are perfect, whether you stay at home full-time or go out to work. But many mothers do go out to work because they share the financial responsibility of running the home with their partner and for other reasons; social contact, mental stimulation, career and whether a woman wants to be with her children all the time. Many women find the whole subject confusing and fraught with anxiety. If you talk about your feelings with your partner or a trusted friend, things may become a little clearer so you can feel confident about your decision.


From what age or weight can I use a booster cushion?
The age of your child is not important - it is their weight which matters when choosing a car seat. Booster seats are suitable from 15-36kg /33-79lbs which is approximately 4-11yrs of age. Booster seat / cushions are designed for use with the adult seat belt in your car. Remember, if your child is less than 135cm in height or younger than 12 years old they must travel in an appropriate child restraint by law.


When can my baby use a cot, and how long for?
All of our cots are suitable from birth up to approx 24 months. Please remember to use the feet to foot rule when you put your baby to sleep for as long as possible, see the example below. Feet to foot position Place your baby with their feet to the foot of the cot, with the bedclothes firmly tucked in and no higher than their shoulders, so they can't wriggle down under the covers. Don't worry if they wriggle up and get uncovered.


What clothing will I need for my new baby?
Knowing what clothes your baby will need in the first few weeks can seem like a daunting task. You will need more than you think because most babies bring up a little milk after feeding, and you may need to make numerous nappy changes, so it's a good idea to have plenty of spares so you're not worrying about keeping up with the washing. Your new baby will need;
6-8 sleepsuits
6-8 bodysuits or vests
2 wrap over vests
3 cardigans
2 cotton hats
1 warm jacket or pram suit
2 pairs of scratch mitts
6 pairs of socks
1 blanket or shawl
6 bibs
For more information, click here


How do I babyproof my home?
Take a look around your house and try to see it from your baby's level; it will help you to see all those hidden hazards. When planning to install safety precautions, it is best to do it before it becomes crucial. For example, fit a safety gate when your baby shows signs of crawling, rather than waiting until they can move quickly.
Living room
Easy to fit anti-slam doorstops prevent little fingers from getting trapped in doors.
A video guard will keep hands and other objects out of the cassette slot while still allowing you to use the remote control.
Socket covers keep plug sockets safe from probing little fingers.
Corner cushions cover the sharp corners of low tables and are particularly important when your baby is first learning to walk.
Fireguards allow you to attend to the fire while keeping children from burning themselves.
Window catches lock a window in an open position for ventilation but prevent children from opening them any further.
Glass safety film is great for glazed doors and French windows. If the glass does get smashed, the film holds the broken pieces together. It can also be used on glass coffee tables.

Bedroom
Drawer and cupboard catches keep children away from precious, breakable and dangerous items.
A bed guard will prevent your toddler from falling out in the night. They fold up neatly, making them easy to take on holidays.

Kitchen
A catch on the fridge and freezer will prevent that pint of milk or those frozen peas from being poured over the floor.
A cooker and hob guard is a must have to protect toddlers from hot pans and surfaces.
Multi-purpose locks secure all appliances.
Cupboard catches should be used on all cupboards containing breakables or potentially dangerous items, like cleaning fluids.

Bathroom
A non-slip bathmat will help prevent slipping and make you and your baby or toddler feel more safe and confident during bath time.
Close the lavatory seat firmly with a multi-purpose lock.

Hall
A safety gate, fitted as soon as your baby can crawl, will stop tumbles down the stairs. They can also be used to keep children out of the kitchen or the garden.

Safety first
Children's skin is more delicate than adults. Prevent scalding from hot taps by turning your thermostat down to below 54 degrees C (130 degrees F).
Never leave your child alone near water, not even for a minute. A child can drown in just a few centimeters of water.
Don't leave even a small baby unattended on a bed. You never know exactly when they'll roll over for the first time.
Buy a kettle with a curly safety lead.
Turn pan handles inwards and use the back burners whenever you can.
Fit a smoke alarm on each floor.


What sort of highchair should I buy?
There are various highchairs on the market answering different needs. When making your selection make sure highchairs conform to current safety standards.
Lightweight folding highchairs
Value-for-money, easy to fold metal frames make these ideal for travelling and packing in the back of a car.
They fold down to 122 x 56 x 21 cm or 71 x 74 x 35 cm.
A lightweight pine version weighs 4.7 kg.
They may have a fixed easy-clean tray or a detachable one with three adjustable positions.
They have padded wipe-clean PVC seats for extra comfort.
Weighs between 5.4 kg - 8 kg.
Convertible highchairs
These have a long life as they are designed to work as a highchair for your baby before converting into a low chair and table as he/ she becomes a toddler up to the age of around three years old.
Low chair seat height from 25 cm - 28 cm. Low table seat height 43 cm - 45 cm.
Usually available in sturdy wood - either pine of beech.
A shaped wipe - clean cushion can be bought separately.
Comes with a crutch strap plus D-strings for securing a safety harness which may be sold separately.
Either has a removable wipe clean tray or a detachable wooden one.
Overall weight between 10.5 kg - 12 kg
Adaptable multi-level folding highchairs
Depending on how luxurious the model, it will feature four to seven height adjustments. This allows you to adjust it from a conventional highchair position to table level when your toddler is older.
Adjustable three position backrest and footrest for extra comfort
Padded wipe-clean seats
May be freestanding when folded
Frame easily folds flat for storage and travel
Seat height from 64 cm down to 29 cm
Weighs between 9 kg - 12 kg
Safety First
While in the highchair your baby should be secured at all times with the harness supplied or an approved harness complying with BS 6684.
Highchairs should also conform to BS5799.
Never leave your child in the highchair unattended.
Do not use the highchair on a slippery or raised surface. When folded it should be kept out of children's reach. Take special care when getting your child in or out of the highchair.
View our online range of highchairs here
Do I need a baby monitor?
A monitor offers parents peace of mind. As soon as baby stirs, you'll know about it...so you can get on with other things around the house (or even catch up on some sleep yourself). Please remember though monitors are only an aid - they aren't intended to replace adult supervision.
What toys are suitable for what age?
These toys are ideal for the various stages of your baby's first year.
From newborn to 6 weeks
Your baby will be drawn to high contrast colors and patterns.
Cot mobile
Play mat and baby gym
Baby music tapes/cds
From about 3 to 6 months
Your baby will begin to be able to roll over, may start to respond to his or her own name, and might be able to find partly hidden objects.
Fabric books
Rattles
Soft cuddly toy
From about 6 to 8 months
Your little one will be showing greater precision in picking up and grasping objects, may be sitting up with support, and starting to babble and make different sounds.
Stacking beakers
Wooden blocks
Baby mirror
Bath toys
Small card books
Teething rings
From 8 to 12 months
Your baby will respond to a wide variety of stimuli, might be crawling or even beginning to walk, and may even start to say a few words.
Toy telephone
Chunky play bricks and people
Musical toys
Pull along toys
Ride on toys (12months)
Play it safe
Purchase toys from a reputable retailer
Dispose of packaging after opening the toy
Keep toys away from fire
Watch out for older children playing with toys that have small parts, close to your baby
Always use a harness when using swings
Put toys away after use to avoid falls, and do not leave toys on the stairs