Question 1

How do I track my order?

Accepted Answer

Once your order has been placed and processed, you will receive a confirmation email with your order details. This email will include a tracking number and a link to the tracking page for the applicable courier.

Tracking information may not be immediately available after your order is placed. It can take up to 24 hours for the number to become active in our system. If you don't see any updates right away, please be patient and check back later.

Question 2

Can the urban jungle buggy be used for jogging as well?

Accepted Answer

The urban jungle can be used for jogging since it has rear wheel suspension and air-filled tyres, however if you are looking for a true Mountain Buggy jogger, the terrain would be the way to go.

The terrain offers the one hand control with a hand brake, and an adjustable handle height. It also offers great shock absorbing suspension as well as the option to lock the front wheel forward for longer strides.

Question 3

How do I travel on a plane with a buggy?

Accepted Answer

We highly recommend using a Mountain Buggy travel bag to protect your buggy.

Our travel bag comes with a unique Gate Checked label, helping you go straight to the gate with your buggy and requesting the airline to stow in the hold until your destination. Be sure to check with your airline prior to travelling on their specific policy.

Using a travel bag means that your buggy will stay protected and together for your journey and arrive how you packed it.

It is ideal if you can remove the wheels and stow or retract the axles as these can become bent if dropped from a height.

It is also good to let a small amount of air out of the tyres as cabin pressure may affect the wheels if inflation is on the higher side (20-22PSI max).

If you are after a specific travel buggy, check our the award winning Mountain Buggy nano

Ê

Question 4

how do I reattach the seat fabrics on my duet?

Accepted Answer

Bring the right hand side over and attach to the inner zip

The inner zip is now attached correctly

Bring the left side of the fabric over the centre bar to the remaining zip on the right side

Lastly, ensure the fly straps under the seat on each side are wrapped around the frame and clipped to the domes as picture

Question 5

How do I replace the fabric seats on my nano duo?

Accepted Answer

You may wish to give your nano duo a bit of a refresh, you can buy replacement seat fabrics here.

Once they arrive, view the instructions below to refit them

Question 6

How do I adjust the tracking device on my terrain buggy?

Accepted Answer

The tracking device on the front of the terrain is designed to push the front wheel slightly off center. This would be used when there is an uneven weight distribution, if the stroller is being used on uneven terrain, or if one of the tires is running low on air pressure (causing a lean or counter-steer) on a stroller that pushes it to one side or the other.

Ê

The tracking device is very easy to adjust to your desired position. With the wheel in a locked position, loosen the front axle with the two tri lock knobs on each side of the wheel. The tracking device is a lever located between the tri lock knob and the front wheel fork. Once the axle is loose, this lever can be pushed in either direction to cause the front wheels position within the front fork to angle slightly to your desired direction. When the wheel is where you like to fix it into place, hold the lever in place while you simply re tighten the tri lock knobs on each side again to lock the wheel in place once again.

Question 7

What is the suggested lifespan of Mountain Buggy car seats?

Accepted Answer

Car seats have a suggested lifespan, which applies from the date of manufacture, not the date of purchase. This means you should cease using a car seat after this date.

protect infant car seat - 8 years
safe rotate - 8 years
haven - 8 years

We encourage you to always check the integrity of your car seat, and in the event of any accident replace it immediately. We also advocate for having car seats installed by trained professionals.

The suggested lifespan does not replace our standard manufacturer's warranty of 12 months.

Question 8

I want to adjust my infant car seat to correctly fit my growing child

Accepted Answer

You may feel the harness is too short for your baby and you want to adjust for a growing child, most of the time this occurs while the infant insert is still being used.

View the below guide to confirm what setup is best for your child.

infant car seat sizing guide If removing the included cushions does not result in the best fit, you can also adjust the location of the harness, always do this in conjunction with reading our user instructions.

car seat harness adjustment

Question 9

The harness adjuster on my safe rotate is slipping

Accepted Answer

This is likely caused by a foreign object, commonly food, being lodged in the harness adjustor mechanism. It can make the button sticky and hold it slightly open.

Please check if the button is sticky, and follow the instructions to clear any foreign objects.

If the above steps do not solve your issue, please follow the below instructions to check the actual adjustment clamp.

inspect car seat harness adjustment clamp

Question 10

General tyre and tube maintenance

Accepted Answer

If you own a car or a bicycle, then you will be aware of the importance of tyre maintenance.

Failure to properly maintain tyres to a manufacturers specification is going to result in a couple of issues for the owner of any kind of vehicle with air filled tyres. The first the performance of theÊvehicle is reduced which in turn can mean the vehicles safety is reduced.

The second is the cost to run deflated (or overinflated) tyres. This can be expensive not only due to the quicker wear they experience, but also due to the high fuel consumption needed to operate them., or the extra pedal power needed to keep the bicycle moving!

Tyres on a stroller are no different in theory. Sure, there is less weight on them, but a tyre is a tyre and they all function under the same rules.

What is a tyre, tube and wheel?

wheel - this is the hard plastic component, sometimes called a rim.
tyre - this is the outer piece of rubber that actually comes into contact with the road
tube - this is the inner piece of rubber that is inflated between the wheel and the tyre. It is the part that has the valve attached

tyres and tubes can be replaced separately for ongoing maintenance as they do wear down over time. Wheels are supplied complete with the wheel and tyre attached.

If you are having any trouble replacing a tyre or tube, visit your local bicycle shop, they're basically the same as any bicycle tyre, just a little smaller in some cases.

Our warranty policy does not cover tube punctures or general wear and tear of tyres.

General tyre and tube tips:

The valve is just like you'll find on car tyres or bicycle tyres. With a standard pump found in many households, manually inflate to 20 Ð 22psi max. If you do not have a pump, check out the Mountain Buggy tyre pump. DO NOT use a high-powered electric pump such as those found at service stations!
Releasing air gives a softer ride but lower pressure reduces tread life.
A softer ride is often more difficult to steer compared to more inflated tyres.
New inner tubes and tyresÊare availableÊfrom Mountain Buggy,Êand also generally available (21/4Ó x 121/2Ó tyre) from your dealer, cycle or specialist wheel shops.
Standard tyre kits can repair punctures, as well as the maintenance kit
A flat tyre can result from grit holding the valve open; to check: inflate tyre, deflate rapidly, and re-inflate.
Tyre pressure is affected by heat especially when inside parked cars. Do not over inflate your tyres, and if you live in a hot climate reduce the inflation by a couple of psi to allow for heat expansion.
Rubber tyres can react with some surfaces if left in contact for long periods of time (including but not limited to vinyl floors coverings, carpets, synthetic laminates, parquet and linoleum) and cause stains. Always stand the stroller on a protective surface when indoors.
Leaving tyres sitting on concrete for an extended period of time can also develop 'flat spots' which could cause a bumpy or bouncy riding experience. The concrete draws moisture out of the rubber...this is also a handy tip for your own car!

Got a puncture? We have some handy instructions on how to fix this so you can get back on the road!!

Question 11

How do I repair a puncture?

Accepted Answer

To identify if, or where you have a puncture, mark the tyre in line with the air valve, remove the tube from the wheel. Inflate the tube to twice itsÕ normal size.

Submerge the tube in water, looking for air bubbles around the tube and valve area. Mark the tube where the bubbles leak from.

Repair the tube with a standard bicycle repair patch, found in our maintenance kit

Note the position of the leak measured from the valve stem. Examine the inside of the tyre and the rim at the same position as the leak is from the valve hole on the rim, looking for something sharp, like grit, sand, or thorns.

Should no leaks show under water, refit the tube into the wheel. Press an object into the valve to release the air quickly, do this a few times. Sometime dirt sticks in the valve when inflating the tube and prevents the valve from seating correctly, causing slow punctures.

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View our range of replacement inner tubes, being sure to identify what size you need. Now may be a good time to check out the wear on your tyres and replace them at the same time.

10 inch - swift, duet
12 inch - urban jungle, cosmopolitan 2021+, terrain
16 inch - terrain

Question 12

Can I use my carrycot for overnight sleeps?

Accepted Answer

If you wish to use our carrycots for longer sleeps its firm breathable mattress, ventilated base, and protective cosy toe provides a snug place for baby to sleep at home or away.

We also recommend the carrycot be placed on the carry cot stand or place the carrycot on a firm surface to allow airflow resulting from the carrycotÊplus being elevated on the carrycot feet.\

We recommend that for longer periodsÊof children sleeping should occur in a purpose-built cot/bed. We can highly recommend the phil&teds traveller with multiple modes for overnight sleep.

Question 13

What does the UV rating mean on sun mesh cover products?

Accepted Answer

We always advocate for the use of sun protection in any condition, with any product. Sunscreen is the best method of protection in all cases.

UPF: What it is and why it matters? Ultraviolet Protection Factor (UPF) indicates how much UV radiation (both UVB and UVA) a fabric allows to reach your skin. For example, a UPF 50 fabric blocks 98 percent of the sunÕs rays and allows two percent (1/50th, thats where the ÔUPF 50Õ comes from) to penetrate.

Yes, your clothing shields you from the sun, but not all fabrics and colors provide equal protection. Luckily, we have options; most of our sunhood materials will deliver UPF50.

Sun Protection Factor, or SPF, is based on the time it takes for UV-exposed skin to redden; if you burn after 20 minutes, if used correctly, an SPF 15 sunscreen may protect your skin 15 times longer. Another important distinction: UPF measures both UVB and UVA rays, while SPF measures only UVB.

Our black out covers have been tested independently to provide a UPF50 level of sun protection, with a high level of airflow.

Our UV sun mesh has been tested at independent testing facilities to deliver UPF5 (itÕs obviously low because itÕs a mesh, as it has holes that let the sun through). Using the maths above UPF5 means 20% of the UV comes through/ 80% doesnÕt. But 5 is better than zero, right? It was tested for UVA and UVB. Also, keep these factors in mind:

Color: Dark or bright colors keep UV rays from reaching your skin by absorbing them rather than allowing them to penetrate. ThatÕs why we use a black mesh.
Construction: Of course, densely woven cloth, like denim, canvas, wool or synthetic fibers, are more protective than sheer, thin or loosely woven cloth.
Content: Unbleached cotton contains natural lignins that act as UV absorbers. Shiny polyesters and even lightweight satiny silks can be highly protective because they reflect radiation. High-tech fabrics treated with chemical UV absorbers may exceed REACH or CPSIA codes for toxicity with childrenÕs products.
Fit: Tightness can stretch and reduce the level of protection offered, as the fibers pull away from each other and allow more UV light to pass through.
Coverage: The more skin covered, the better your protection. Whenever possible, use sun creams and cover-up clothing for kids.

Question 14

Find your product serial number

Accepted Answer

To help register your product online we ask that you enter the serial number of your product (when available). Below is a list of common products and the location of their serial numbers.

If you can't find the product name you are looking for when filling out a form please type in the type of product you have.

CURRENT BUGGY RANGE
strollers, buggies, prams, pushchairs, joggers

Product name and version		Serial Number Hint
	cosmopolitan / cosmopolitan plus / cosmopolitan luxury	The serial number is located on the inside of the right rear leg. It looks like: AB0312/0123B/12345 See more details here.
	duet	The serial number can be found on the rear side of the riser plate. This is the silver coloured plate with the logo printed on it. See more details here. It looks like: MBRV0312/1234
	nano buggy / nano duo	The serial number is located on the inside of the leg, that runs down to the left back wheel. See more details here. It looks like: AB0312/0123B/12345
	swift	The serial number can be found on the rear side of the riser plate. This is the silver coloured plate with the logo printed on it. See more details here. It looks like: MBRV0312/1234
	terrain	The serial number can be found on the rear side of the foot rest. This is just below the silver coloured plate with the logo printed on it. See more details here. It looks like: MBRV0312/1234
	urban jungle / urban jungle luxury	The serial number can be found on the rear side of the riser plate. This is the silver coloured plate with the logo printed on it. See more details here. It looks like: MBRV0312/1234
	MB mini	The serial number can be found on the rear side of the riser plate. This is the silver coloured plate with the logo printed on it. See more details here. It looks like: MBRV0312/1234

LEGACY BUGGY RANGE

Product name and version		Serial Number Hint
	double urban (2005-2009)	The serial number can be found on the rear side of the riser plate. This is the silver coloured plate with the logo printed on it. See more details here. It looks like: 1091234567
	breeze	The serial number can be found on the rear side of the riser plate. This is the silver coloured plate with the logo printed on it. See more details here. It looks like: 1091234567
	double terrain	The serial number can be found on the rear side of the riser plate. This is the silver coloured plate with the logo printed on it. See more details here. It looks like: 1091234567
	double urban elite	The serial number can be found on the rear side of the riser plate. This is the silver coloured plate with the logo printed on it. See more details here. It looks like: 1091234567
	duet 2.5 (pre-2015)	The serial number can be found on the rear side of the riser plate. This is the silver coloured plate with the logo printed on it. See more details here. It looks like: MBRV0312/1234
	duo	The serial number can be found on the rear side of the riser plate. This is the silver coloured plate with the logo printed on it. See more details here. It looks like: MBRV0312/1234
	plus one / +one	The serial number can be found on the rear side of the riser plate. This is the silver coloured plate with the logo printed on it. See more details here. It looks like: MBRV0312/1234
	swift (pre-2010)	The serial number can be found on the rear side of the riser plate. This is the silver coloured plate with the logo printed on it. See more details here. It looks like: MBRV0312/1234
	terrain (pre-2010)	The serial number can be found on the rear side of the riser plate. This is the silver coloured plate with the logo printed on it. See more details here. It looks like: MBRV0312/1234
	terrain (pre-2015)	The serial number can be found on the rear side of the foot rest. This is just below the silver coloured plate with the logo printed on it. See more details here. It looks like: MBRV0312/1234
	triple terrain	The serial number can be found on the rear side of the riser plate. This is the silver coloured plate with the logo printed on it. See more details here. It looks like: 1091234567
	triple urban	The serial number can be found on the rear side of the riser plate. This is the silver coloured plate with the logo printed on it. See more details here. It looks like: 1091234567
	urban jungle (pre-2015)	The serial number can be found on the rear side of the riser plate. This is the silver coloured plate with the logo printed on it. See more details here. It looks like: MBRV0312/1234
	urban	The serial number can be found on the rear side of the riser plate. This is the silver coloured plate with the logo printed on it. See more details here. It looks like: 1091234567
	urban elite	The serial number can be found on the rear side of the riser plate. This is the silver coloured plate with the logo printed on it. See more details here. It looks like: 1091234567

carrycots

Product name and version		Serial Number Hint
	carrycot plus duet	The serial number can be found on the fabric base on the inside of the carrycot; underneath the base board. See more details here. It looks like: MBRV0312/1234
	carrycot plus swift / MB mini	The serial number can be found on the base of the carrycot. See more details here. It looks like: CCPRV0315/1234
	carrycot plus urban jungle / terrain / +one	The serial number can be found on the fabric base on the inside of the carrycot; underneath the base board. See more details here. It looks like: MBRV0312/1234
	carrycot plus for twins duet™ / duet™ as a single	The date of manufacture number can be found on the fabric base on the inside of the carrycot; underneath the base board. See more details here. It looks like: MBSN 0721/0196

legacy carrycots

Product name and version		Serial Number Hint
	duet carrycot plus	The serial number can be found on the fabric base on the inside of the carrycot; underneath the base board. See more details here. It looks like: CCPRV0312/1234
	DUO single carrycot	The serial number can be found on the fabric base on the inside of the carrycot; underneath the base board. See more details here. It looks like: MBRV0312/1234
	DUO twin carrycot	The serial number can be found on the fabric base on the inside of the carrycot; underneath the base board. See more details here. It looks like: MBRV0312/1234
	Other Carrycots (pre2010)	The serial number can be found on the fabric base on the inside of the carrycot; underneath the base board. See more details here. It looks like: 1091234567
	swift carrycot	The serial number can be on the fabric base on the inside of the carrycot; underneath the base board. See more details here. It looks like: MBRV0312/1234
	urban jungle/ terrain/ +one carrycot	The serial number can be found on the fabric base on the inside of the carrycot; underneath the base board. See more details here. It looks like: MBRV0312/1234

car seats

Product name and version		Serial number hint
	protect (2020+)	Manufacture date is located under front right of the capsule (as you are looking at it from the front).
	protect (legacy pre-2020)	Manufacture date is located under front right of the capsule (as you are looking at it from the front). See more details here. It looks like: 2020/02/19
	haven with safeguard (2018+) haven with safeguard (legacy pre-2018)	The date stamp is located inside the instruction booklet compartment. The manufacture date is the most recent date which has been hole punched (there may be a few dates stamped). See 2018+ more details here. See pre 2018 sticker here
	safe rotate	The date stamp is located inside the instruction booklet compartment. The manufacture date is the most recent date which has been hole punched (there may be a few dates stamped). See more details here.

riders

Product name and version		Serial number hint
	freerider (2016+)	The serial number can be found underneath, on a white sticker. See more details here. It looks like: AB0312/0123/1234
	unirider	The serial number is located underneath, on a white sticker. See more details here. It looks like: RV0616/1234
	freerider (legacy pre-2016)	The serial number can be found underneath, on a white sticker. See more details here. It looks like: FRRV 0312/1234
	skyrider luxury / skyrider (legacy)	The serial number is located on the back by the handle, or on the underside of the fold out leg.
	bagrider (legacy)	The serial number is located on the back by the handle, or on the underside of the fold out leg. See more details here. It looks like: BR0111/2016/1234 OR RV0111/1234

carriers

Product name and version

Serial number hint

juno

The serial number/manufactured date is located inside the hood pocket under the warning label.

See more details here.

It looks like: RV 0815/1234 or JAN 2015

highchairs

Product name and version

Serial number hint

pod

The serial number/manufacture date is located on a small white tag under the care label attached to the fabric.

It looks like: APR 2016

Question 15

How do I cancel my order?

Accepted Answer

Our warehouses work hard to despatch orders within 24 hours, and sometimes on the same day as they are placed.

Due to this we are unable to guarantee orders can be cancelled once they have been placed. We recommend contacting us as soon as possible, however orders can only be canceled before they have been dispatched. If your order has already been shipped, please refer to our return policy for further instructions.

Question 16

How do I stop my harness straps loosening on my Mountain Buggy?

Accepted Answer

The patented tail free harness clips can come undone if the fabric under them is bunched up.

To fix this, open the clasp, and slide it up and down the harness webbing quickly a few times. When the fabric is lying flat again these clips will work perfectly.

Question 17

how do I rethread the recline strap on my nano travel stroller?

Accepted Answer

Here is a tip for re-threading the nano recline strap.

Please find the procedure below or click here to download the instructions.

Nano - How to rethread a nano recline strap

To purchase a replacement strap click here

Question 18

my duet or terrain foot brake is not engaging or disengaging

Accepted Answer

The Mountain Buggy duet, terrain and MB mini have a foot operated brake which holds the buggy in place.

These are indicated by a red foot operated lever on either side of the buggy, which are joined by a wire frame.

If your foot brake does not engage (or disengage) on either side as expected remove your rear wheels and check if the metal pin (foot brake wire end) is in place.

We have made this brake easy to repair or replace, to refit the complete brake wire, please follow the video below

Question 19

The front wheel on my terrain seems to wobble or doesn't turn as expected

Accepted Answer

The terrain is made to be the runners buggy.

At higher speeds when running, it's normal to have some movement in various parts the buggy. This provides you with some flexibility in where you go, and gives the buggy the chance to adapt to different types of terrain or obstacles should you come across them. Rather than being a rigid piece of equipment with no 'give'.

We do have some tips on how to reduce this level of movement, so you can personalise your terrain to your own preference.

The same can be done, but in reverse, if you find your front wheel doesn't turn as smoothly as expected.

Tip #1

ensure that the front wheel is locked inwards so the wheel faces backward on the buggy. This creates a smaller footprint for the buggy and centralizes the weight load, it should create a smoother ride on flat surfaces.

Tip #2

Above the front wheel there is a cap that can be pried off with a flat screwdriver or blunt kitchen knife. Under this cap there is a nut that holds the front wheel fork onto the stroller. This nut can be loosened or tightened slightly with a socket (quarter of a turn) to allow the front wheel to swivel more freely or track tighter depending on your individual preference. If this is loosened too much, the front wheel can develop a wobble, so this should be loosened in small increments, the same is true for tightening too much. If you tighten in too much you may find it difficult turning the front of the buggy under normal everyday use. But it's up to you.

terrain front wheel swivel nut cap

Tip #3

When jogging some people have the tendency to push down on the handlebar, for support or comfort. This in turn has the effect of lifting the front wheel slightly, like a lever. Try to push the buggy forwards rather than lean down on the handle while running. This will mean the front wheel is not lifting off the ground causing it to flutter.

Adjusting the height of the handlebar so it's a little higher than you may usually have it while strolling, could be a good idea.

Question 20

My infant car seat harness is only tightening on one side

Accepted Answer

If you are finding that your harness is not tightening evenly, or that the straps are not fully tightened (even when pulling from the back) then your car seat harness straps may have become unbalanced.

You can also confirm how to correctly tighten the straps on your capsule from this video

To balance your car seat harness straps

Ensure your car seat harness is unbuckled
Release straps from the clip on the reverse
Pull the straps through from the front of the car seat
Hold straps vertically to assess if they are balanced (balanced = the same length)
If the straps are unbalanced, balance them by adjusting the straps from the bottom of the car seat. Repeat until straps are even
When balanced, buckle the harness to prevent straps twisting before re-threading and re-attaching the straps to the clip on the back

ÊDownload PDF instructions or view the video below

Question 21

How can I balance the tyre tread on the rim?

Accepted Answer

If after replacing a tyre or tube you experience an uneven balance on one of your wheels follow the steps below to fix it. This can give the impression of a wobble, bounce or bumpy ride.

Step #1

First, deflate all the air from the wheel by depressing the inner pin on the valve of the inner tube, you'll hear the air rush out.

Step #2

Reposition the tyre tread so that it is even all the way around the rim. There should be an even space between the outer rim of the wheel and the bead (hard ridge) of the tyre for the full circumference.

Step #3

Reinflate the innertube (while holding the tyre tread) and it should allow the tread to stay in the correct location on the wheel, to allow the stroller to roll smoothly.

It may take a few tries, but this will likely fix the issue.

Question 22

Can I replace the handle foam/rubber on my buggy?

Accepted Answer

We do not supply handle foam/rubber as a spare part as this is notoriously hard to put on and in many cases is damaged as it is being installed. For many models we have replacement handles available to purchase.

Many customers have also chosen to use alternative solutions to refresh their handlebar. A common idea are things like tennis racket or hockey stick grips, which come in a roll and are easily applied at home with no tools required.

The foam on handlebars is not covered under our manufacturer's warranty.

Question 23

How do I replace the grip tape on my freerider?

Accepted Answer

If you find that there are air bubbles in your freerider deck grip tape, you can re-install your grip tape:

RE-INSTALL YOUR GRIP TAPE

Lift off the grip tape from one corner and gently pull it off
Replace the grip tape by lining up the bottom edge. When happy with the positioning, stick down in a linear manner from the back wheel side (ending in the front slightly curved tongue end.) Be sure to carefully smooth out any air bubbles.

See video reference here:

https://www.youtube.com/watch?v=juwm38RZY2Y

If you find that there are air bubbles after you reinstall your grip tape, try removing bubbles using a pin.

SMOOTHING OUT AIR BUBBLES USING A PIN

Create a small hole in the bubble using a pin
Gently smooth out the air within the bubble using your fingers

See video reference here:

https://www.youtube.com/watch?v=xP_fl2zkicE

Question 24

Can I use the new carrycot plus with the older duet buggies?

Accepted Answer

Yes you can - the carrycot plus will also fit on older duets, duet versions prior to the 2012 model are compatible with it but have not been safety certified and should be used at the parents discretion.

Question 25

product instructions

Accepted Answer

We endeavour to keep this list of product instructions up to date. Let us know if you have any issues finding your product.

buggies

travel bags

travel bag

instructional video

carrycots

		carrycot plus for twins 2020+ PDF video 2020+ >
		carrycot plus for swift & MB mini 2018+ PDF video 2018+ > _____ 2016+ PDF video 2016+ >
		carrycot plus for urban jungle, terrain and +one 2018+ PDF video 2018+ > _____ 2016+ PDF video 2016+ >
		carrycot plus cc+ for duet™ (2018+ and 2019+) 2019+ PDF 2018+ PDF video 2018+ >
		cc+ for duet™ (2018) 2018 PDF video 2018 >
		cc+ for duet™ (pre-2017) pre-2017 PDF
		cosmopolitan bassinet open PDF video >
		newborn cocoon compatible with: nano (2015+), MB mini, swift, urban jungle, terrain, and duet 2018+ PDF _____ 2016+ PDF video >
		newborn cocoon for twins duet, nanoduo, 2020+ PDF video >

There are variations of our buggy & carrycot models. Please identify yours by timeframe below.

carrycot models (pre- 2016)

swift, MBmini - open PDF
urban jungle, terrain, +one - open PDF

carrycot models (pre- 2015)

urban jungle, terrain, +one - open PDF
duet carrycot (multi-lingual) - open PDF

evolution range (pre- 2015)

Buggies - (Multi-lingual)

swift (pre- 2015)	PDF	video
urban jungle (pre- 2015)	PDF	video
terrain (pre- 2015)	PDF	video
duo, duet (pre- 2015)	PDF	video
duet 2014 model	PDF	video
MB mini (pre- 2015)	PDF	video
+one (pre- 2015)	PDF	video
cosmopolitan (pre- 2015)	PDF	video

freerider

freerider universal connector (current)	PDF	video
freerider connector 1 - (Multi-lingual JPG)	PDF	video
freerider connector 2 - (Multi-lingual)	PDF	video
freerider connector 3 - (English)	PDF	video

bagrider / skyrider

Travel suitcase and buggy in one.

bagrider	PDF
skyider luxury	JPG

car seats

New 2023 R129 car seat range

protect™ i-Size infant car seat (2023+) - NZ, UK
PDF

safe rotate™ i-Size car seat - NZ only
PDF

haven™ i-Size booster seat - NZ only
PDF

Pre-2022 car seats

protect™ (2020+) - NZ, UK, EU
infant car seat with blackout cover
PDF | Video

protect™ pre-2020 - NZ, EU
infant car seat instructions
PDF | Video

protect™ pre-2020 - AUS
ISOFIX compatible - PDF

ISOfix
ISOfix Base instructions for protect™ PDF

protect™ pre-2020 - USA
PDF

protect™ latch base instructions USA
PDF

haven with safeguard 2.0 instructions PDF

haven with safeguard 1.0 instructions PDF

safe rotate instructions PDF

peppy instructions PDF

travel systems / car seat adaptors

urban jungle/terrain travel system for Peg Perego Primo Viaggio? - open PDF
urban jungle/terrain travel system for Graco Snugride? - open PDF
duo travel system for Peg Perego Primo Viaggio? - open PDF
duo travel system for Graco Snugride? - open PDF
Universal Car Seat Adaptor UCSA - for use on the following Mountain Buggies (2015+): MB mini, swift™, urban jungle™, +one™, terrain™ and (2014+) duet™ - open PDF

For a full list of Travel System Instructions: click here

high chairs

pod high chair instructions (multi-lingual)

legacy products (pre 2013)

2010-2012

Buggies

swift, urban jungle, terrain, duo buggy instructions - open PDF
+one buggy instruction (English) - open PDF

Carrycot models

swift, urban jungle, terrain, duo single + duo twin - open PDF
swift, urban jungle, terrain, duo single + duo twin (Italian) - open PDF
duet carrycot instructions (multi-lingual) - open PDF

Travel Systems

More Travel System Instructions are available from the following list: click here

Pre - 2010

Buggy models

Legacy carrycot models

Legacy travel systems

Question 26

My order was marked delivered but it’s not here.

Accepted Answer

If no one was home at the time of delivery, the carrier may leave the package in a safe location.

Be sure to check around your home and with neighbors/building management who may have collected the package for you.

Also, please double-check the shipping address of your order (in the order confirmation email) to ensure it’s headed to the right location.

On some occasions, packages may be marked as delivered but take additional time to arrive or be delivered in a few visits.

If you still are unable to locate the package, please reach out to the carrier identified in your shipping confirmation email. If you believe the parcel has been left at your location and has been taken, we recommend you contact your local law enforcement agency and lodge a claim.

Question 27

my Mountain Buggy hand brake isn't working as expected

Accepted Answer

Our hand brake is operated by cable, between the handlebar lever and the brake pin at each wheel. This can overtime require some small adjustments, a little like a bicycle brake cable.

This applies to the following products -

swift (2015+)
urban jungle (2015+)
plus one
cosmopolitan (2021+)
cosmopolitan plus (2021+)

If you can identify visible damage to the cable, or in a worst case scenario it is snapped or broken then replacement brakes can be ordered for urban jungle, and for swift.

If you are experience any kind of sound, commonly described as clicking, coming from the rear wheels then follow the simple instructions below.

Perform few simple checks before making any adjustments -

Make sure brake cogs are free of any foreign objects such as small stones or mud

Make sure brake sheaths are seated in the brake cable housing correctly and adjust the splitter to alter the length of the cable

Ê

If your rear wheel still makes a clicking noise, or you feel the brake pin is 'rubbing' (it may look like the image below, with the silver pin touching the brake hub) please follow the steps below.

Step One

Check if rear wheel (axle) is installed correctly. When installing your wheel, you do not need to activate the grey release button. Simply insert the wheel and once you hear the click, you'll know it is locked in place.

If you do activate the grey release button while inserting the wheel, you will end up inserting the wheel too far, which can cause the brake pin to touch the brake cog.

Step Two

If you have followed Step One and still experience any sound coming from the brake pin, then adjust the brake cable.

1. The sound from your brake is probably caused by the silver brake pin sticking out too far and 'clicking' against the brake cog on the buggy wheel, we need to pull the brake pin back towards the buggy frame by a few millimeters

2. This is done by making a small adjustment to the brake cable near the brake pin (as in the video below)

3. Twist the top of the brake adjustor anti-clockwise while holding the large black part of the adjustor

4. You will visibly see the brake pin move inwards slightly

5. Twist the small nut back down the thread so it sits on top of the black part of the adjustor

Ê

Question 28

how do i replace the parcel tray on my Mountain Buggy nano?

Accepted Answer

Over time you may notice your parcel tray has become worn down. This can occur through continued usage, much like any other kind of fabric or bag.

We've made our products, so they can be repaired or refreshed in a sustainable fashion, a lot of time parts are easily replaced with simple household tools.

To replace the parcel tray on your nano, all you need is the replacement parcel tray and a Phillips screwdriver.

Question 29

How to replace the red brake cover on duet, terrain or MB mini buggies

Accepted Answer

The red cover on your duet, terrain or MB mini foot brake is easily replaced.

See instructions below or download the pdf here

mountain buggy foot brake cover replacement

Question 30

I'm experiencing some noises from my terrain or duet brake

Accepted Answer

Our terrain and duet brakes are designed to provide you with maximum control for peace of mind while out and about.

They have many moving parts, which over time may need some small adjustments to maintain their peak performance...just like a bicycle would.

If you find the rear brakes to be a little noisier than expected, follow the below steps

Have you installed the wheels correctly? When installing your rear wheels you do not need to depress the grey release button. Simply insert the axle until you hear the click, and you're all set
Check if the end of the brake cable is touching the brake drum or brake cog and move it out of the way, view the video to help

Brake pads are prone to making noise especially when they are brand new and in some circumstances like when wet, muddy or under heavy braking. These are normal experiences.

Over time the brake pads will wear slightly as they 'bed in' and the noise will lessen over time. They're also less likely to make noise if they are clean, which you can do with a quick wipe.

Question 31

How do I clean my buggy?

Accepted Answer

We want you to live your life without limit, which means taking your Mountain Buggy to places a lot of other brands wouldn't dream of.

So, a lot of our buggies are easy to clean and can withstand a bit of tough scrubbing!

If you've been quite adventurous and ended up with a bit of excess dirt or grime, give your buggy a clean and it'll perform and look like new.

Specific care instructions can be found in your instruction manual, but for more generic information read on.

Brush off any excessive dirt or sand. Fabrics can be sponge cleaned using a mild natural soap solution in lukewarm water (no more than 38C/100F). Rinse thoroughly. DO NOT tumble dry or dry in strong sunlight - dry in shade. DO NOT bleach. Do not dry clean. Do not iron. To avoid fabric fading, cover the buggy if it is exposed to direct sunlight through glass e.g. in a car or if stored in exposed areas.

If the buggy is used in exposed environments such as salt water, salt spray or beach sand, wash any steel parts of the buggy by hosing the buggy or use warm soapy water. Dry thoroughly and protect by spraying with light aerosol can oil, eg WD40 or CRC-556.

If you've gone a little overboard with the adventures, we do have a wide range of replacement parts available to give your buggy a refreshed look.

key words: stroller, pram, pushchair

Question 32

Where can I find the serial number on my freerider?

Accepted Answer

Serial Number position for Current freerider models

freerider serial number location

Serial Number position for
Pre 2016 Freerider models

Question 33

Can I use my carrycot plus be used for overnight sleep in Europe or the UK?

Accepted Answer

Mountain Buggy carrycot plus v3.2

As well as being certified as a pram body, the Mountain Buggy carrycot has been certified as a carrycot under the European Carry Cot standard EN 1466:2004. This carry cot standard covers all types of carry cots with rigid or soft sides as well as moses baskets and any comparable products.

The purpose of this standard is to ensure that the carrying and sleeping functions of the carrycot do not present hazards to the child. Products are not certified as to whether they are safe for overnight sleep or not.

Follow this link to read more about safe sleeping for babies from the NHS - Sleeping safely | Ready Steady Baby! (nhsinform.scot)

Question 34

What is your warranty policy?

Accepted Answer

All of our products are warranted for 12 months from date of purchase against defects in material and workmanship.

If we agree that the product has such a defect, we will repair or replace it (at our sole discretion) free of charge for you.

A repair may mean we will send you a repair kit or components which you can fit yourself. Don't worry - we’ll only ask you to do it if it’s easy!

Modifying a product invalidates the warranty.

The warranty is ‘return to base’ and not a free in home service. This means you'll need to return the product to us for service, at your cost.

This is not transferable and is only available to the first owner. This warranty does not affect any statutory rights that a consumer may have, for example, the right to hold the retailer accountable.

extended warranty

We recommend everyone registers a purchase with us, but you do not need to do so. When you register here within 30 days of purchase, you enjoy a 36 month extended warranty. If you buy from a retailer, and don't register, then your warranty stays at 12 months (24 months in some regions).

The warranty is only valid in your country of purchase (as product specifications differ country to country, we may not have the product or parts).

Please note that tyres may mark certain floors or coverings, so take care when indoors or storing for longer periods. Care for your products with regular cleaning, and keep dry to avoid corrosion or mould.

what is not covered under warranty?

Our warranty does not cover claims resulting from misuse, abnormal use, overloading, general wear and tear (including cuts and tears), not following instructions, transportation damage (including airline or freight), customer dissatisfaction with the product in terms of fit, weight, functionality, colour, design, child outgrowing product, lack of maintenance, negligence, natural fading, tyre punctures or corrosion as a result of environmental conditions, if the serial number has been damaged or removed, damage to handle bar or grips, tyres, tubes or fabrics as a result of normal handling and daily use or over-inflation.

The warranty does not cover defects on product purchased second hand or from an unauthorized reseller.

If your product is outside the warranty period or terms, we will happily repair your product for a reasonable charge.

Any loss, consequential loss or damage to any person or property directly or indirectly as a result of using product is expressly excluded.

registration

We know how exciting new products can be, but amidst all the buzz don't forget to register your product with us.

Registration fast tracks the process if you need to make a claim, lets you know sooner if there are any important updates about your product. Registering gets within 30 days of purchase gives you a 36 month extended manufacturers warranty.

You’ll also get information and news from us, which we’ll try to make really relevant to you, to help you live your life without limit.

If you register after 30 days, you'll still receive the benefits of registering along with the standard 12 month manufacturers warranty.

parts

We pride ourselves on creating products based on high quality and safety standards. That’s why only genuine Mountain Buggy parts, or parts which have been approved by us, can only be used. If you need to replace a part, you can contact your retailer, or purchase available parts directly from us here.

The warranty may consist of repair sets or parts that a consumer or a retailer can easily replace. We will only provide parts and service sets that have been tested and can be assembled easily, with or without instructions. Mountain Buggy will replace like for like, but reserves the right to discontinue a model, colour, fabric, or accessory, and therefore will replace the product, during the warranty period, with the nearest equivalent colour or fabric. We reserve the right to replace a major part such as a complete chassis or send refurbished parts. Any replacement will not extend any warranty period beyond the original term.

what we need from you

All claims must be accompanied by a sales receipt to verify the date and place of purchase. Only the original owner is covered by this warranty. For us to help you in the most efficient manner, please provide as much information as you can when contacting us. Please include any photos or videos that may help explain your experience.

who do I contact?

If you wish to make a warranty claim, please do so here and provide all the information as requested.

Question 35

Can I edit or add anything to my order?

Accepted Answer

Once an order is placed, we are unable to make changes to the order. However, if you need to update your shipping address or contact information, please contact our customer service team immediately after placing your order.

We cannot guarantee we will be able to make any changes after the order is placed as our warehouses despatch within 24 hours, we will try our best.

Question 36

the wheels on my nanoª don't seem to touch the ground evenly

Accepted Answer

Have you just unpacked your brand new nanoª travel stroller, and found it may not be fully level at all four corners?

To enable the nanoª to be so compact the wheels can be removed, and potentially reinstalled on the wrong side Ð oops!

We also enable the rear wheels to be folded back to help with packing into the included travel satchel. Sometimes people forget to fully unfold the rear wheels, which can cause the uneven effect Ð oops again!

To help, follow these simple instructions.

Step One

Check that the front wheels are on the correct sides. The warning label should be facing inwards when swivel lock is on.

mountain buggy nano front wheel installation

Ê

Step Two

Check the rear wheel housing is in the correct position. There are 2 modes (pushing & packing mode)

Packing Mode Ð the rear wheel housing points down

mountain buggy nano rear wheel packing mode

Pushing Mode Ð the rear wheel housing points backward

Ê

Step Three

When you remove the rear wheel after pushing the wheel housing into pushing mode, the circular pin should be clicked right to the end of the opening to ensure it is locked into position (the example below is the left hand side from standing behind the buggy)

Question 37

One of my duet front wheels isn't touching the ground

Accepted Answer

If you are experiencing one of your front wheels not touching the ground, we have a few troubleshooting tips to help you solve the issue in home.

First, you should check all tyres are inflated to the same pressure - to learn more about correct tyre inflation read here.

Please also confirm you are on a flat surface.

Tips to troubleshoot...

Move your buggy so both front wheels are pointing backwards, as though you're walking forwards.

Is either of the front wheels off the ground in this position?Ê

Follow the below steps -Ê

Put both front wheels in the backward position (on a flat surface)
Identify the which front wheels is off the ground (left or right)
Put a piece paper this tyre (it will move easily under this tyre)
Now adjust the tyre pressures slightly until that piece of paper doesn't move.

Right front wheel off ground?
Reduce pressure in right rear or add pressure to left rear.

Left front wheel off the ground?
Reduce pressure on the left rear or add pressure to the right rear

Question 38

My terrain or duet handbrake isn't working as expected

Accepted Answer

We've designed the terrain and duet hand brake to function like those you find on everyday bicycles. From time to time, to maintain their peak performance small adjustments may be required.

These are quite easy to do in home, with tools you have available, or visit your local bike shop and they'll be able to help.

You can download the instructional guide hereÊor watch our handy video below

Ê

Question 39

A nut or bolt has been misplaced from my buggy

Accepted Answer

We know you would like to replace any nuts and bolts yourself at home, using standard tools like a screwdriver.

Nuts and bolts used in our products are easily found in any local hardware store and are easy to replace. This can often refresh your buggy and bring it back to an as new condition.

If you have the same nut or bolt available, take it in store with you and match it to one on the shelf.

Or, use this guide to find the technical term for each part.

Question 40

How do I attach the carrycot plus to my buggy?

Accepted Answer

When you purchase a carrycot plus™, the required adapters (we call them clips) are included.

If you are using the duet™ with two individual carrycot plus, in a twins mode, then you will also require a left clip. We add this automatically if you buy a twins bundle directly from Mountain Buggy. If you have purchased from an authorised retailer please ask them for the left clip.

If you require the left clip for any other scenario (perhaps you purcahsed from a second hand market), it can be purchased here

https://eu.mountainbuggy.com/products/2019-carrycot-plus-left-clip-2022-version

The right clip can also be purchased if you need to replace one

https://eu.mountainbuggy.com/products/2019-carrycot-plus-right-clip-2022-version

Question 41

My nano or nano duo brake is not working as expected

Accepted Answer

Brakes move and are usedÊ all the time so they can wear or become damaged. We've designed our nano and nano duo so you can make easy repairs at home, quite often as simple fix is all that's needed to get you back on the road.

You may experience any of the following, which can be caused by general wear and tear, external objects or external forces such as while travelling.

You hear a 'clicking' noise. This can be cause by simply not pushing the foot brake pedal down far enough, to actually engage or disengage the brake pin from the brake cogs
The brake isn't fully engaging. You may have small stones or grit lodged in the brake cog, which is stopping the brake pin from engaging. Visually check for and remove any foreign objects from around and in the brake assembly
The brake is slow to engage. Our brake is cable operated, which cuts down on weight. Over time it could slacken off slightly, you can tighten it easily though by giving the nut on the underside of the brake a small turn.

You can visually check if your brake pedal is fully engaging by removing your wheels, and checking for a gap between the frame and the brake pedal as signalled by the green arrows in the image below left.

nano brake pedal replacement kit

If you have a broken foot pedal, we haveÊreplacement brake kitsÊthat can be swapped in home.

Below are our video guides on how to swap your brake pedals, they differ slightly between the left and the right.

LeftÊ

Right

Question 42

When do I need the left clip for the duet?

Accepted Answer

The left clip is needed when neither of the fabric seats is in use - so in the following configurations:

2x carrycots plus (in any mode)
1x carrycot plus (in any mode) and 1x joey
1x carrycot plus (in any mode) and 1x infant car seat
1x joey and 1x infant car seat

**We have two versions of the clips - 2019+ and pre 2019, so ensure that you request for the correct ones for your carrycot plus/buggy.

Question 43

The handbrake on my terrain or duet does not stop the buggy?

Accepted Answer

The terrain and duet handbrake is designed to slow the stroller down as opposed to bring the stroller to an immediate and permanent stop. This feature is useful when tackling declines during everyday use.

While walking down hill, squeezing the handbrake to maintain a constant speed can save on you having to lean back or take a lot of strain, making your life a little easier and safer.

The foot park brake is designed to maintain the stroller in a stationary position.

Question 44

The front wheel on my buggy seems a bit stiff or doesn't turn smoothly

Accepted Answer

The front wheel is held on by a fork which in turn is attached to the buggy with a bolt. This bolt can over time tighten itself which can result in your front wheel not turning as expected.

It requires a simple adjustment that can be done with tools most people have in the home, or a local bike shop would be able to help.

Above the front wheel there is aÊplastic cap. Under this cap there is a nut that holds the front wheel fork onto the stroller. This nut can be loosened slightly (quarter of a turn) to allow the front wheel to swivel more freely. If this is loosened too much, the front wheel can develop a wobble, so this should be loosened in small increments.

how to loosen a front wheel

Question 45

What do I do if I receive the wrong item in my order?

Accepted Answer

We are sorry to hear you received the wrong item in your order! Please report your order issue to our team via the online form in the orders section of your online account.

Include a photo of the item received and the name of the missing item(s). Please double-check the package for any notes or packing slips that indicate your other item(s) were shipped separately.

While we may not be able to guarantee your exact order is replaced due to potential stock issues, we’ll resolve the situation as best we can!

Question 46

When I carry my nano the sunhood falls down?

Accepted Answer

This can be prevented by attaching the handle strap around the frame once folded - see below image from our instructions:

nano buggy sunhood fix example diagram

Question 47

My terrain or duet hand brake is not fully returning to its original position

Accepted Answer

Terrain/Duet 3 buggy has an adjustable hand brake system for runners, which means brake cable length can be adjusted by the customer.

terrain hand brake

Some customers asked how to fully return the lever after engaging hand brake.

Here is a tip to fully return the brake leverÊ

- Video instruction:

Ê

Question 48

Where can I get my older model buggy fixed or obtain parts?

Accepted Answer

There are pram or buggy repair agents in some locations around the world who are able to service and provide parts for older models.ÊA quick google search will help you find someone locally who could help you.

We also value sustainability and like to see our buggies go through generations of families! If you want to repair or refurbish your buggy, many replacement parts can be obtained from our webshop by checking our our parts section. Search for buggy wheels, buggy frames, seats, sunhoods & fabrics, carrycot parts other spare parts that are compatible with your product.

We've been making buggies for over 30 years, which means a lot of different makes and models. Please understand that we cannot hold every part, in every colour for every buggy made - but we do try our best to keep these buggies going for as long as possible.

Question 49

What’s your return policy?

Accepted Answer

You may have rights under your local law additional to our policy stated here.

If you are not 100% satisfied with your purchase from us, you can return your order within 30 days of the original purchase date to receive a refund subject to this returns policy. (This policy applies only to purchases made directly from mountainbuggy.com, your local retailer may have their own returns policy which may differ from that stated here).

To create a return request log in to your online profile and create return from your online profile.

If you would like to return the product, it must be unused and returned in the state you received it:

no damage
no scratches
no missing parts
all original labels, instructions, guarantee leaflets and other hangtags and wrappings
If you received any additional free or discounted promotional items with the main item being returned, those promotional items must also be returned
items must be in the original packaging, preferably well packed to prevent damage while in transit which is at your risk

You return the product to us at your own cost. We recommend that you use a traceable delivery method for all returns to ensure your delivery arrives safely with us. We are not responsible for any loss or damage to parcels returned to us.

There is a 5% re-stocking fee unless returning a sale within the United Kingdom or Europe within 14 days, in which case a restocking fee will not apply. This fee helps cover costs associated with processing the return, inspecting the item, repackaging it, and restocking it, ready for sale again. Please understand.

To submit a return request, click here or log into your Mountain Buggy account and click Return Items next to your order.

You must register the purchase* on our Owners Portal, prior to any return. (This makes returns easier for us to manage and share info; it also saves retyping/ re-reading purchase/ product/ serial number info.) *If you buy directly from us, you are automatically registered.

We will take into consideration that you may have taken the product out of the box, however, if any damage to the product or evidence of use is observed upon return, please note that we reserve the right not to pay the full refund in accordance with our grading policy, stated below.

Excellent - To receive a 100% credit / exchange value the return must be in “original condition external packaging (no marks), all internal packaging present, product unused, in original condition, no scratches / marks, all parts and instructions present.
Very Good – there may be marked original external packaging (minor marks), no missing internal packaging, product unused, no scratches / marks, all parts and instructions present”. You will receive 90% credit / exchange value; or
2nd – damaged or non-original external or missing internal packaging, product unused but minor marks or minor scratches from carton opening, all parts and instructions present. You will receive 67% credit / exchange value; or
Used - regardless of packaging, if product used, regardless of product condition, then no credit / exchange value is available.

Any grading is decided in the unfettered discretion of Mountain Buggy®. You will be advised of this via email.

Question 50

Which airlines will accept the Mountain Buggy nano as carry on luggage?

Accepted Answer

nano has been specifically designed to make travelling that much easier for parents. With its lightweight size of 5.9kg (which complies with most major airlines that have a carry on limit of 7kg), and carefully compact size that does not compromise the overall Mountain Buggy performance, nano has already successfully travelled around the world with no problems passing through many check ins (in fact, we know that some of the stricter airlines have actually welcomed nano, and have asked for the passenger to demo the wonderful fold for them at check in!).

While we understand that customers will be checking online with different airlines for carry-on measurements, (as unfortunately all airlines size limits vary), there is absolutely no concern that nano will not fit into overhead compartments. ItÕs really at the discretion of the airline attendee who is working that day, to allow what can be taken on board.

A tip is to turn up at the check in or airbridge counter fully prepared. If you can, have nano already packed into the included travel satchel with the wheels neatly tucked away. You can always unpack again while you're getting through the duty-free shops!

Question 51

I want to repair or replace my duet or terrain handlebar

Accepted Answer

In order to remove the duet or terrain handle bar, the hand brake needs to be disconnected first.

Question 52

the rear wheel on my Mountain Buggy isn't staying connected to the buggy

Accepted Answer

From time to time, you may wish to remove your rear wheels, for storage or travelling for example.

If you are having trouble in reinstalling the rear wheel and axle please follow the below video after checking for any visible signs of damage to the axle or the axle housing on the frame of the buggy.

Question 53

When will I get my refund?

Accepted Answer

Once your return has been received and processed, you will be notified via email when the refund has been issued.

Please allow 7-10 business days for the refund to reflect back on the original purchase method.

Question 54

How do I make a return?

Accepted Answer

You may have rights under your local law additional to our policy stated here.

If you are not 100% satisfied with your purchase from us, you can return your order within 30 days of the original purchase date to receive a refund subject to this returns policy. (This policy applies only to purchases made directly from mountainbuggy.com, your local retailer may have their own returns policy which may differ from that stated here).

To create a return request log in to your online profile and create return from your online profile.

If you would like to return the product, it must be unused and returned in the state you received it:

no damage
no scratches
no missing parts
all original labels, instructions, guarantee leaflets and other hangtags and wrappings
If you received any additional free or discounted promotional items with the main item being returned, those promotional items must also be returned
items must be in the original packaging, preferably well packed to prevent damage while in transit which is at your risk

You return the product to us at your own cost. We recommend that you use a traceable delivery method for all returns to ensure your delivery arrives safely with us. We are not responsible for any loss or damage to parcels returned to us.

There is a 5% re-stocking fee unless returning a sale within the United Kingdom or Europe within 14 days, in which case a restocking fee will not apply. This fee helps cover costs associated with processing the return, inspecting the item, repackaging it, and restocking it, ready for sale again. Please understand.

To submit a return request, click here or log into your Mountain Buggy account and click Return Items next to your order.

You must register the purchase* on our Owners Portal, prior to any return. (This makes returns easier for us to manage and share info; it also saves retyping/ re-reading purchase/ product/ serial number info.) *If you buy directly from us, you are automatically registered.

We will take into consideration that you may have taken the product out of the box, however, if any damage to the product or evidence of use is observed upon return, please note that we reserve the right not to pay the full refund in accordance with our grading policy, stated below.

Excellent - To receive a 100% credit / exchange value the return must be in “original condition external packaging (no marks), all internal packaging present, product unused, in original condition, no scratches / marks, all parts and instructions present.
Very Good – there may be marked original external packaging (minor marks), no missing internal packaging, product unused, no scratches / marks, all parts and instructions present”. You will receive 90% credit / exchange value; or
2nd – damaged or non-original external or missing internal packaging, product unused but minor marks or minor scratches from carton opening, all parts and instructions present. You will receive 67% credit / exchange value; or
Used - regardless of packaging, if product used, regardless of product condition, then no credit / exchange value is available.

Any grading is decided in the unfettered discretion of Mountain Buggy®. You will be advised of this via email.

Question 55

My buggy frame seems to have movement at the hinge while walking

Accepted Answer

We've designed our products to be easily repaired, or to have individual parts replaced. That's why we use screws instead of rivets where possible. Over time, screws can become loose which may result in a small amount of movement.Ê

The good news is these can be easily tightened with screwdrivers you are very likely to have at home.

tightening screws on mountain buggy frames

Question 56

What do I do if my item(s) arrives damaged?

Accepted Answer

We’re sorry your item(s) have damage, we'll do our best to help resolve this.

If the packaging appears damaged, please contact your courier and make a claim for reimbursement.

If there are items within the packaging that are damaged, but the external packaging looks ok please contact us via your online order with an image of your damaged item and the packaging for further assistance.

While we may not be able to guarantee your exact order is replaced due to potential stock issues, we’ll be sure to resolve the situation as best we can!

Question 57

What is your cancellation policy?

Accepted Answer

Orders can be canceled within [X hours].

Please email our team with your cancellation request as soon as possible.

You will receive confirmation of your cancellation if we’re able to make it happen.

After this period, we may not be able to cancel your order as it might already be in processing or shipment.

If you have already received an order confirmation email, it may be impossible to cancel your order. However, you can always request a return or exchange once your order arrives.

Question 58

What if my package gets lost or arrives damaged?

Accepted Answer

Lost packages

At [your brand name], we strive to ensure every order reaches you in perfect condition. In the event that your order is lost during transit, please reach out to our customer support team at [email or phone #] with your order number and any relevant details.

Damaged packages

We understand the disappointment of receiving a damaged package. In such instances, please report to our customer support team at [email or phone #] within [X hours] of receiving the order and include photos of the damaged items or package.

We will review the provided documentation and, if necessary, arrange for a replacement or issue a refund.

Question 59

I'm having trouble logging in

Accepted Answer

Our online profiles use as simple authentication process. All you should need to do is enter your email address (the same one you used to place your order or register your products) and you will either be logged straight in or sent a code to authenticate.

help center

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help center

useful support links

get 5% off your first order, when you sign up to our newsletter​

my cart (0) items

get 5% off your first order, when you sign up to our newsletter