Contact & FAQ
1 Contact
1.1 What are your company details?

Mama Nova
Pieterskerk-Choorsteeg 14
2311 TR Leiden
+31(0)71 362 6744

https://www.mamanova.nl
[email protected]

KVK 56169611
BTW NL856005885B01

1.2 How can I reach you?

You can reach us in a variety of ways. With the contact form on this page you can send us a message. If you have an account on our website, you can make a support ticket for us under My Tickets in your account dashboard. When we answer your ticket, you will get a notification by e-mail. Of course you can also send us an e-mail yourself. Our emailaddress is [email protected]

During opening hours, wednesdays through saturdays from 11 AM to 5 PM, you can reach us through telephone on number +31(0)71 362 6744. Of course you can always come visit our store. The store address is Pieterskerk-Choorsteeg 14 in Leiden, the Netherlands.

1.3 How long before I get an answer?

Most digital messages, so emails, contact forms and support ticket are answered on thursdays and fridays. During opening hours you can reach us by telephone. Sometimes it can be too busy to answer the telephone. If this happens, please try again later. Thank you kindly for your patience!

2 Orders
2.1 How can I place an order?

To place an order, simply add the products you would like to purchase to your cart. You can add products to your cart by clicking directly on the product. Pick the desired size or colour and click Add to cart. You can find your cart and your chosen products on the top right side of the page. The cart-icon has the shape of a shopping bag with the number of added products listed next to it. Click this icon to open your cart and see an overview of the added products. You can choose to continue shopping, or click Proceed to checkout to finish your order.

In the shopping cart screen you will find every option to finish your order. You'll see an overview of the products you've added to your cart, their price, taxes and your total amount. You can still modify your order by adding or removing products. On this page, you can choose the desired shipping method and calculate shipping. You can also enter a discount code. Once you've finished checking your order, click Proceed to checkout to go to the next step.

You will now enter the window to finish your order. Enter your name and address here, so we can process your order and ship it to you. You will also be able to register with us here, if you haven't done so already. Make sure to enter your details carefully! You can choose to add a different shipping address by clicking Ship to different address. In this window, you can also pick your preferred shipping method as well as your preferred payment method, for instance by creditcard. 

In the final step you will be asked to give your order a final check. You also get the opportunity to enter a discount code, if you didn't do so in the last step. This is also where you can add a comment to your order, for instance the request to write a message on a card or to send us a sweet message :-) Confirm your order by clicking Buy. You will then be forwarded to your preferred payment method to finish your order. After you pay and finish your order, you will receive a confirmation through e-mail. You will receive another e-mail after we ship your order. 

Are you having problems with your order or do you have questions about the order process? Please contact us using the form on this page, via [email protected] or on telephone number +31 (0) 71 362 6744 (available during opening hours).

2.2 Can you gift wrap my order?

Sure! Simply add gift wrapping to your order during the order process. We will wrap the products in your order in our lovely wrapping paper. Of course our gift wrapping service is free. To ship your order to a different address, pick Ship to different address when checking out your order and enter the recipients address. 

2.3 Can you add a handwritten card to my order?

Of course we can! Simply add your preferred card to your shopping cart. While checking out, write us a Comment saying that you would like us to write a message on the card and the message you would like us to write. When packing your parcel, we will handwrite your cart and ship it along with your order. 

2.4 Do you add an invoice or delivery note to your parcels?

We don't add an invoice or delivery note to your parcel. To print as little as possible, we pack our parcels from the information on our screen. You will receive your invoice digitally through e-mail, after finishing your order. We will add a business card and a small thank you to your order. Do you prefer not to receive these items? Just let us know as a Comment while finishing your order and we'll leave them out.

2.5 How can I pay for my order?

In our webshop, you can pay with iDeal, Creditcard, Paypal, Bancontact, VVV Cadeaukaart and bank transfer. You can also choose to pay for your order when you pick it up in our store. In the store you can pay by PIN, Creditcard, cash or VVV Cadeaukaart. We prefer payment by card.

2.6 How can I add a discount code?

You can add your discount code on the shopping cart page or in the final step of the ordering process. 

2.7 How can I use a gift card?

Our giftcards can be used in our brick and mortar store. Do you live far from Leiden or do you prefer shopping online? Please contact us and we will happily exchange your gift card for a code you can use to shop online.

2.8 I didn't receive an order confirmation, what should I do?

When you place an order with us we send you an order confirmation through e-mail. If you haven't received the confirmation, a couple of things could have happened. Maybe there was a mistake while writing your e-mailaddress, so our e-mail can't reach you. Or maybe our e-mail was delivered to your spambox rather than your inbox. Have a look in your spambox to see if you can find our confirmation there. Don't see it? You can log into your account on our website and check your orders there. Still no order, but the amount has been paid? Please contact us using the form on this page, via [email protected], on telephone number +31 (0) 71 362 6744 (available during opening hours), so we can check if we have received your order. 

2.9 I made a mistake, can I still change my order?

Mistakes can happen! A lot of times we are still able to adjust your order. Please contact us using the form on this page, via [email protected] or on telephone number +31 (0) 71 362 6744 (available during opening hours). Unfortunately we can't make anymore changes when your order is packed and shipped. 

2.10 I want more information about (one of) your products, can you help me?

Of course, we would love to help you! Wether you need help with colours, sizes, materials, gifts or other things, we are here for you. Please contact us using the form on this page, via [email protected], on telephone number +31 (0) 71 362 6744 (available during opening hours) or visit our store.

2.11 Do you have a size guide?

Because age indications on baby and children's clothing are based on averages and because the same sizes are different with each brand, we have chosen not to include a size guide on our website. Please contact us for personal size advice, we are happy to help you. 

2.12 The product I want is out of stock, what now?

Sometimes an article is out of stock. Because we continuously receive order from our suppliers and add items to our store, the product you are looking for will probably be back with us soon. For more information about delivery times, you can always contact us using the form on this page, via [email protected], on telephone number +31 (0) 71 362 6744 (available during opening hours) or visit our store. Sometimes we find out an article is out of stock after you've placed your order. We will contact you as soon as possible to discuss the options and resolve the issue. 

2.13 The product I want is not in your shop, what now?

If you are looking for a specific article from one of the brands we have in our (web)shop, we can often order it for you from our supplier. A catalog for each brand can be found online. If not, we can send it to you. Because we always look at the catalogues from front to back, we can also help you when you only have a vague description of the article you are looking for. So if you need 'coloured wooden disks with a piece of string' or 'a sweater that is soft but not too soft and cool but not too cool and colourful but preferably not yellow, green, red, blue or black' we are pretty sure we can help you! Please contact us using the form on this page, via [email protected], on telephone number +31 (0) 71 362 6744 (available during opening hours) or visit our store and we will help you look for your product. Do you have a suggestion for a new brand or product? Cool! Feel free to contact us anytime. 

3 Webshop
3.1 Can I create an account?

Yes you can! Click Login / Register in the top right of our web page. A window will pop up in which you can choose to login or register. Pick login if you have created an account with us before, or register if you want to register for an account. After entering your name and address details, you can login on our website. After logging in you will see the account name in the top right corner of our website. Click on it to visit your account dashboard. On the dashboard, you can easily customise your details, see an overview of your orders and see the loyalty program. 

3.2 Why would I want to use an account?

By using an account, you can always see an easy overview of your orders. You can also make a wish list, as well as enter our loyalty programme. 

3.3 I need an invoice from the old webshop, how can I get it?

Please contact us and we will help you find the right documents. 

3.4 Why haven't you answered my e-mail?

Thank you so much for your patience. We answer most of our e-mails on thursdays and fridays. It could take a couple of days before you receive an answer. If it's past friday and you haven't received a reply, check your spambox, maybe our e-mail was moved there. No e-mail? Please feel free to send us a reminder. If you need a quick answer, call us during opening hours on +31(0)71 362 6744. 

4 Shipping
4.1 What are your shipping costs?

Shipping in the Netherlands is €4,99. Shipping for parcels over 23 kilos is €9,99. If your order amount is over €100, shipping in the Netherlands is free. The tariffs for worldwide shipping can be found a little further down in this FAQ. Of course, picking up your parcel in the store is free!

4.2 How will my order be shipped?

Your order is wrapped in a bubble envelope or a cardboard box and, if needed, shipping material. We reuse as much shipping material from our suppliers as we can and encourage you to do the same. After packing your parcel, we will enter your shipment into MyParcel, add a label to your parcel and bring it to the postal service. 

4.3 Why is my order wrapped in plastic?

Fair question! We wrap as much as our products in paper, but sometimes, we use plastic to wrap your order. Plastic is not environmentally friendly, but we sometimes need it to prevent damage and leakage during shipping. The plastic we use to wrap your order is reused plastic from orders we have received. We encourage you to reuse our wrapping material as much as possible. 

4.4 How long will it take before you ship my order?

Your order is shipped as soon as possible, but within three working days. We make a trip to the postal service every day the shop is open. Sometimes shipping your order might take a little bit longer, for instance when we have a question about your order for which we need to contact you. Do you need a rushed order? Please contact us! You will receive an order confirmation as soon as we ship your order. Have you ordered something with a longer delivery time together with something with a short delivery time, we will ship your order when the final product can be added to your parcel. Would you like us to ship the other products sooner? Please contact us through the form on this page, through [email protected] or call us on +31 (0) 71 362 6744 (during opening hours).

4.5 I haven't received my parcel, what should I do?

Oh no! We can imagine that you are eagerly waiting for your order. As soon as we ship your order, you will receive a Track and Trace code to follow the order. On the Track and Trace page, you can often see where your parcel is. Our experience with non-delivered parcels is that the issue resolves itself within a couple of days. Before you contact us, we would like to ask you for a little more patience. Especially during busy times, like the holidays, shipping can take a little longer than usual for your parcel to be delivered. If your parcel hasn't arrived after a week (in the Netherlands) or after the estimated delivery time plus five days, please contact us using the form on this page, via [email protected], on telephone number +31 (0) 71 362 6744 (available during opening hours) or visit our store. We will then contact our shipment provider to see where your parcel is. 

4.6 No one is home on the planned delivery date, what should I do?

As soon as we ship your order, you will receive a Track and Trace code to follow the order. On the Track and Trace page, you can often see when your parcel will be delivered. If you are not home on the planned delivery moment, your parcel will be sent to a pick up point near you (within the Netherlands). Delivery abroad differs per country. Please contact your shipping provider for information. You don't have to stay home for parcels that fit through your mailbox, as they can always be delivered. 

4.7 I want to pick up my order in your store, is this possible?

Yes it is! While finishing your order choose Pick up in store as your preferred Shipping method. We will gather your products for you and will send you an e-mail as soon as we finish packing your order. You can find our store on Pieterskerk-Choorsteeg 14 in Leiden, the Netherlands.

4.8 Do you ship worldwide?

Yes, we do! Shipping to Belgium and Germany costs €9,99. Within the rest of the EU shipment costs vary between €9,99 and €29,99. Outside of the EU, shipping costs are €59.99 up to a weight of 10 kilo's. Any extra shipping costs for a shipment above that weight will be calculated and invoiced after packing your parcel. To view the shipping costs for your country, simply add the products you want to your cart and pick your preferred shipping method. Please be aware of any rules considering taxes and customs charges in the recipient country before you place your order. Mama Nova is not responsible for any additional costs (eg. taxes or customs charges). If parcels are returned to us by customs, any additional costs will be charged to you. If the desired country is not in the dropdown menu, please send us a message. 

Some of the items we have in store have country specific restrictions and are excluded from worldwide shipping. Due to distribution restrictions we cannot send Grimm's items to addresses outside of the Netherlands, for instance. In case you order any of these items, we will contact you to refund (a part of) your order. We apologise for any inconvenience. 

5 Returns
5.1 I want to return (part of) my order, is this possible?

Of course! Returning items it possible within fourteen days after receiving your order. Please announce the return through your account or send us a message through our contact form or through e-mail. Then carefully pack the items you want to return, add a note with your name and order number and ship to

Mama Nova - returns
Pieterskerk-Choorsteeg 14
2311 TR Leiden
The Netherlands

As soon as we receive your parcel, we will further handle your return. 

5.2 I want to make an exchange, is this possible?

It is! To make an exchange in our shop, visit our shop and bring the item you want to exchange. If you want to make an exchange in our webshop, simply order the article you would like. Then return the item you want to exchange. 

5.3 I received a wrong / damaged item, what should I do?

Oh no! We are sorry. Please contact us using the form on this page, via [email protected], on telephone number +31 (0) 71 362 6744 (available during opening hours) or visit our store. If possible, send us a clear description as well as photo's of the item. We will contact you soon to resolve the issue. 

5.4 I have a complaint, what should I do?

Sometimes things don't go as expected. Are you unsatisfied with a product, message or anything else? Please contact us using the form on this page, via [email protected], on telephone number +31 (0) 71 362 6744 (available during opening hours) or visit our store. If possible, send us a clear description as well as photo's of the item. We will contact you soon to resolve the issue.

6 Store
6.1 Where is your shop located?

You can find our shop in the Pieterskerk-Choorsteeg 14 in Leiden, the Netherlands. Because Pieterskerk-Choorsteeg is a narrow walking street, you cannot park in front of our door. However, parking is available close to us, for instance on the Langebrug or de Zonneveldstraat. Parking garages Hoogvliet Levendaal and Garenmarkt are closeby. The closest busstop is Breestraat, around 100 meters away. From Leiden Central Station the shop is around a 15 to 20 minute walk away. We are easy to reach by bike. You can stall your bike in the bicycle racks at the beginning and end of our street. 

6.2 What are your opening hours?

Our opening hours are wednesdays through saturdays from 11.00 to 17.00. For special opening hours, visit Google, our Facebook page or our Instagram.

6.3 Can you put something aside for me?

Of course we can! Please contact us using the form on this page, via [email protected], on telephone number +31 (0) 71 362 6744 (available during opening hours). We will put the item(s) aside for you. Because we reserve the item(s) for your through our (web)shopsoftware, we will ask you for an indication of when you will visit us to check out the item(s).

6.4 Why aren't you answering the telephone?

We can be reached by telephone during opening hours. We would love to be available whenever, but sometimes our store is so busy we can't answer the phone. Please try again later or contact us using the form on this page, via [email protected] or visit our store.

6.5 What's your COVID-19 protocol?

We are happy to welcome you into our store! We are open. A maximum of 4 people is allowed in the store at any moment. Unfortunately, the maximum means that sometimes there might be a small wait on the bench outside our store. After entering, you can disinfect your hands next to the door. Arrows on the floor point you in the right direction. We offer the possibility to wash your hands in the back of the store. We regularly clean all surfaces that are touched often, like our counter, our table and the door handles. We wash our hands often and stay home if we have any symptoms or feel unwell. We would like to ask you to do the same. Wash your hands, keep your distance and stay home if you can. If possible, visit the store alone and pay contact free by card or phone. 

To ensure as little contact as possible, you can also order the items you want through our webshop and choose 'pick up in our store'. We will prepare your order and let you know when you can come and pick it up. Of course you can also choose to have the order shipped to your address. 

6.6 Do you give babywearing advice?

Yes we do! We are happy to welcome you in our store for babywearing advice. Our certificated babywearing consultant teaches you how to use a babywrap, can help you find a suitable carrier and answers all your babywearing questions. Shorter questions as well as general babywearing information are 'free of charge'. If your questions takes longer than 15 minutes, our rate is €20 per 30 minutes. Short advice, for instance checking your carry, usually takes anywhere between 5 and 45 minutes. Fitting a baby carrier usually takes around 30 minutes to an hour. Learning how to use a wrap usually takes 1 to 2 hours, depending on the type of carry. Because of the limited space in our store, we don't teach any back carries at the moment. Materials for practising are readily available in our store. We have all kinds of different wraps and carriers as well as a babywearing library. 

Because of the COVID-19 measures and the limited space in our store, we cannot teach you how to carry with a wrap at this moment. We would like to refer you to our colleague, Jacomien, who does home visits. Of course you are still very welcome to walk in for all other babywearing advice. 

6.7 Can I nurse or feed a child in your store?

Of course you can! We have a large armchair to nurse or feed your little one comfortably. For more peace and privacy, we can put up a screen. We will always offer you some water or tea to replenish yourself. To heat up a bottle or a small meal, we have a kitchen with an electric kettle, a microwave, a sink and tap. There is a table in the store with a high chair and regulair chairs that gives you the opportunity to feed an older child. Feel free to take a seat. Do you need a bowl, plate, cup or cutlery? Please let us know! We have those, too. 

6.8 Can I change a diaper in your store?

Yes you can. We have a changing pillow in our store. Because of the limited space we don't have a special changing table, so we place the pillow on the table or on the floor. Forgot your nappies? No worries, we usually have some around. Please let us know if you need anything. 

6.9 Can I use your toilet?

You can always use our toilet. We have a small seat and step available for little ones. We also have pads and panty liners available for you. Getting to the toilet requires moving through a small kitchen. Unfortunately this means that our toilet is not accessible with a mobility aid. 

6.10 I use a wheelchair/ walker/other mobility aid, can I visit your store?

In most cases you can! In the summer of 2020 a treshold aid will be placed to make our entrance more accessible. We have taken the width and turning circle of a wheelchair and other aids into account when designing our shopping path. Sometimes larger items in the store move during the day, but we make sure that all items are put back into place quickly. Unfortunately, our store is not accessible for a number of (larger) mobility scooters. Due to the limited space in the store, we use the height of the space. Is an item up too high? Don't worry, we are happy to help you with our steps. Unfortunately our toilet is not accessible with a mobility aid. We are always open for advice about accessibility and actively seek improvement ourselves. If you have any advice for us, do not hesitate to contact us.

7 Other
7.1 I received a maternity checklist, can you help me?

We certainly can! A lot of the products on your maternity checklist can be purchased with us. From cotton nappies to babies first outfit, we love to help you gather the finest items. Please contact us using the form on this page, via [email protected], on telephone number +31 (0) 71 362 6744 (available during opening hours) or visit our store.

7.2 I'm looking for a gift, can you help me?

Of course! From small gifts to large gift baskets filled to the brim, we have picked and wrapped them all. We love to help you picking out the nicest gifts. Please contact us using the form on this page, via [email protected], on telephone number +31 (0) 71 362 6744 (available during opening hours) or visit our store.

7.3 Help, how do I wash these delicate clothes?

Oftentimes a clear washing advice is given on the clothing's label. However, we can imagine that you are a little bit scared to wash these delicate items. There are so many different materials, stains and ways to clean them that we are happy to provide you with some personal washing advice. Feel free to contact us through the form on this page, through [email protected], call us on +31 (0) 71 362 6744 (during opening hours) or visit our store.

7.4 Who designed your logo?

Our lovely logo was created by Anja Mulder

7.5 Advice

As far as your questions go, no day is the same for us! We are asked for advice on sizing, or about a wool sweater that shrunk in the wash, or for advice on nipples that are too painful to nurse with, or to think about a philosophical environmental issue and then there was this time the dog ate some part of the Grimm's rainbow (true story!) We receive every question with open arms. In our (web)shop, we give advice based on our experiences as a person, as a parent and as a shop owner. Our advice comes from the heart, supported by reliable sources, official advice and experiences from ourselves and others. If necessary, we will get you in touch with someone else. Please do not hesitate to ask for our advice! Feel free to contact us using the form on this page, via [email protected], on telephone number +31 (0) 71 362 6744 (available during opening hours) or visit our store.

7.6 Inclusive language