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Returns Policy +

1. Unwanted Goods, If you Change Your Mind

2. General Rule with Faulty Items

3. Manufacturing faults - within 28 days

4. Manufacturing faults - between 28 days-6 months

5. Manufacturing faults - 6 months +

6. Incorrect Item(s) Sent

7. Refund Procedure

8. How long is my Guarantee for?

9. What is our complaints procedure?




1. Unwanted Goods, If you Change Your Mind

Everything we sell online is covered under Distance Selling Regulations by a 14-day cooling off period. Just notify us that you wish to return the item(s) within 14 days from the date of receipt. The items must be returned in an unused condition, along with the invoice or order number which can be found on your order acknowledgement or delivery packaging and we'll give you a refund or exchange.

If at the inspection centre the product is found to be used, the product may be returned back to you, and charges will apply.

For Personal Care Products we are unable to offer refunds or exchanges once the product has been washed or used. Packs will only be accepted back if they are complete. This does not affect your statutory rights. Personal Care Products are clearly shown on the listing pages during the purchase process.

Made to order items and personalised items can only be returned if found to be faulty.

Furniture can be returned as long as the furniture has not been put together and is still in its original packaging.  

If you wish to return an item please email cs@kiddies-kingdom.com quoting your order number or call Customer Services on 01924 439049, Monday - Friday 10am to 4:30pm.

You can choose to either organise your own return, at your own cost and risk, or request a collection by calling the above phone line, Collection charges will apply.

Our collection service charges will be applied if delivery is refused and you have failed to notify us of your wish to cancel or return your order unless the product (not the packaging) is faulty/damaged (following verification at the service centre).

PLEASE NOTE: Customers that request cancellation of an order prior to receiving their goods, maybe charged return costs if the goods have left our/supplier warehouse. Please Note the cancellation request must be acknowledged by our team, and this can take up to 48 working hours by email. E.g. If a cancellation request is made on Sunday, this may not be acknowledged until Monday afternoon/Tuesday, and goods may have left our warehouse (In this case, it would be best to phone our customer services team, early in the morning)

Shipping costs on return orders are non refundable. E.g If an order is placed under £50 a shipping cost of £5.95 will have been applied. This is a non refundable amount.


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2. General Rule with Faulty Items

Many times the quickest and most convenient way to resolve a problem is to send spares, this is usually the first option we will revert to. We may request for evidence of the damage, via photography, or any other appropriate means.

The fault handling procedure starts with identifying how the fault has occurred. Was it damage on arrival, or has the fault developed. There are generally 2 conclusions to all faults, either the fault is

1. Manufacturing defect/Fault
2. Wear & Tear

Many times the above can only be identified, with an inspection from the manufacturer. If the result comes back as wear & tear then unfortunately return & repair charges will be applicable. If it is identified as a manufacturing defect, no costs will be borne by the customer.

We would always require that the customer gives us a reasonable opportunity to rectify the problem. The steps to a solution would be as follows

1. Offer spare parts
2. Repair or Replace
3. Refund - Usage (This would be the Proposed Lifespan of the Product - The timepsan for which the customer has had the product from the point of purchase)

If a product is partly accepted, and a full refund needs to be issued, the company would refund less any amount which is seen as reasonable for the diminished value of any items which were accepted but then returned.



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3. Manufacturing faults - within 28 days

If you wish to return your item(s) within 28 days from the date of receipt, we'll give you a replacement or a refund, following verification at the service centre.

If your item is lightweight you may be asked to return the item by post. If this is the case, we will send you a pre-paid label for your parcel.

This does not affect your statutory rights.


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4. Manufacturing faults - between 28 days-6 months

If you've had the product for up to 6 months following the date of receipt, we'll repair the product or, if that's not possible, give you a replacement or, if that's not possible, a refund - usage.

If your item is lightweight you may be asked to return the item by post. If this is the case, we will send you a pre-paid label for your parcel.

This does not affect your statutory rights.


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5. Manufacturing faults - 6 months +

If you've had the product for more than 6 months following the date of receipt, we can obtain a quote from the manufacturer for repair.

The manufacturers warranty with each product varies. If the warranty is above 6 months, then as a retailer of the product we will support you, and the “28 days-6 months” policy will apply.


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6. Incorrect Item(s) Sent

We send thousands of items to satisfied customers every week. However, due to human or technical failure, we do, on occasion, send an incorrect item. In the unlikely event of this happening we will undertake the following:

If your item is bulky we will arrange for the incorrect item to be collected and the correct item sent to you via courier.

If your item is lightweight you may be asked to return the incorrect item by post. If this is the case, we will send you a pre-paid label for your parcel.


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7. Refund Procedure

We will initiate the refund, replacement or exchange process once we have been notified of your request. If we have arranged the collection on your behalf, we will issue a refund less the applicable collection charges back to your card account.

Any payments made by PayPal will be refunded via PayPal.

Any refunds due to the customer will be processed within 30 days by Kiddies Kingdom, as per Distance Selling Regulations.

To discuss the return of any item, please send an email to cs@kiddies-kingdom.com quoting your order number or call Customer Services on 01924 439049, Monday - Friday 10am to 4:30pm.


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8. How long is my Guarantee for?

Typically all products will be covered under a 6 months warranty, however this will be dependant on which products you purchase. Some may have a 12 months manufacturer’s warranty, or if you buy the likes of Cosatto you are covered under a 4 years guarantee.


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9. What is our complaints procedure?

We hope you’re pleased with any purchase you’ve made from us, and that you’ll never need to
complain- but if something goes wrong we want to hear from you, so we can contact the relevant
teams to put the matter right.
 
Contact us
If you have a concern please email cs@kiddies-kingdom.com or call and speak to
our Customer Service team as soon as you can on 01924 439049

Manager call back
If you would still like to speak with a manager, please leave your details with a customer service
representative and a manager will call back within 24hrs.

Alternative complaints process
After following our internal complaints process above, if you still feel we haven’t resolved your
complaint then you can access the Online Dispute Resolution (ODR) platform managed by the
European Commission.


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