Anything returned after 30 days will be subject to our 365 Days Return Policy.

For our extended 365 Days Returns period the same terms apply as above for ‘unwanted Goods, If You Change Your Mind’. Please also be aware if it has been over 30 days since receipt of the product, this must still be sold on our (Kiddies Kingdom) website and be in the original packaging to be eligible for return. Any furniture items delivered on a ‘Direct Delivery’ from the manufacturer are not included in the 365 Returns Policy and will not be eligible for return or Store Credit Voucher after 30 days.

Items returned under this policy will be accepted for a Credit Voucher only. Refunds are not available after 30 days of receipt.

We do not accept the return of any product after the 365 days timeframe. Any attempts to return after this period will be refused and charges may be applied if in the event this needs to be delivered back to you.

This policy came into effect on the 14th November, 2024. Orders placed after the 1st November 2024 can take advantage of this generous policy. Any orders placed before 1st November 2024 will be subject to our standard 30 day return policy only.

Our returns process is paperless. Simply pack the items you wish to return, ensuring to remove all previous delivery labels from the packaging and use clear tape. If you are returning via our courier service, our courier will bring the labels with them, you do not need to write anything on the box unless instructed to do so by our Customer Service Team.

If you are using a prepaid label, simply pack the items you wish to return, ensuring to remove all previous delivery labels from the packaging and use clear packing tape. Print the label (or use your QR code in-store) and tape the address label to your box/package. Take your parcel to your nearest local DPD drop off shop where you will hand it to a member of staff for a receipt. Please make sure you keep hold of your receipt as proof of postage.

Should your order show that it has been returned to us after a failed delivery attempt, we reserve the right to charge a re-delivery fee of £5.99 (£3.99 if your order is under £50.00), this would enable us to re-dispatch your order to you. Should you wish to receive a refund instead, our collection charge would apply and a fee of £15.00 + £5.00 per additional box will be deducted from your refundable amount.

We do understand that unexpected situations and circumstances beyond your control can and do happen. DPD will provide you with a 1-hour time slot on the morning of your delivery date. We would ask that should you not be available for the delivery, that you rearrange the delivery via the tracking information given or reach out to us as soon as possible.

We will issue a refund less the applicable collection charges. Applicable charges can be found above and will be confirmed via email to you before or once the collection is arranged.

Payments will only be refunded back to the original payment card or method. If your purchase was made via our showroom, you will need to obtain your refund in-store.

Once your refund has been issued, our refunds are pretty quick, and you should receive this back into your account within 5 working days. This is after our warehouse team has received your return. Refunds rely on your bank processing the payment, so please allow up to 10 days before contacting us.

Any refunds due will be processed no later than 30 days by Kiddies Kingdom, as per Distance Selling Regulations.

Once your item(s) have arrived back and been processed by our team, you will receive a confirmation email advising your Credit Voucher has been requested. This Credit Voucher should appear on your account very quickly. If this does not show within 24 hours, please contact our Customer Service Team.

We will issue the Credit Voucher less the applicable delivery and collection charges. Applicable charges can be found above and will be confirmed via email to you before or once the collection is arranged.
Credit Vouchers are used as a form of payment and can be used against all products on the website. These can also be used to cover delivery charges.

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 or miss a part. In the unlikely event of this happening, we will undertake the following.

In the first instance we will request images of the product received, this will include opening the box and taking the item out. We will also require images of all items received in the order, this is to ensure nothing further is missing or incorrect.

After verification we will offer suitable options to you, should a return be necessary we will schedule the following;

If your item is classed as large, we will arrange for the incorrect item to be collected and the correct item sent to you via courier once we have received the incorrect item back with our warehouse team.
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. Once we have received the incorrect item back, we will dispatch the correct item to you promptly.

Should your order be missing a part, we will dispatch this to you once the verification process is complete, dispatch should be on a next day basis (this will depend on the time the process has completed, our Customer Service Team will advise you on when to expect your missing part.)

Please note that if items (even if incorrect or missing parts) are returned, these need to be unused and in resalable condition or in the condition received. We reserve the right to refuse the return or deduct the appropriate charges if products are returned used, broken or in a non-resalable condition.

All missing or incorrect items need to be reported within 30 days of receipt. Anything reported after this time, may result in us being unable to assist. This is in line with Consumer Rights.

We understand the disappointment if something arrives faulty or develops a fault overtime. If this happens, please contact us via our Online Contact Centre for advice and guidance on what needs to happen next.

The fault handling process starts with identifying how the fault has occurred. We will ask questions related to your product and the issue you are experiencing as well as either photos or videos (if relevant) to help us visualise and assess the problem. Using this information we will report the issue under your warranty with the manufacturer.

Depending on the issue and the type of product the outcome of the warranty claim may vary. The outcome is also dependent on the length of time the product has been owned. Our Customer Service Team will be able to provide you with more specific information related to your claim and the options available to you under your warranty.

On occasion, we may request an inspection to be carried out. It is essential for hygiene reasons that all items are returned to us in a clean and satisfactory condition. We reserve the right to refuse an inspection if the products are returned in a state unfit for handling.

If you have disposed of the packaging that your product arrived in, it is your responsibility to ensure your order is securely packaged for the return. If when collecting the items, they are found to not be securely packaged and the collection fails, a collection charge of £15.00 will apply.

This does not affect your statutory rights.

It doesn’t happen often, but when it does, we know how frustrating it can be. If you have received something damaged, please reach out to us via our Contact Centre so that we can look into this for you as soon as possible. We will need images of the damage to the product and the packaging it arrived in, including an image of the delivery label attached to the packaging in order to assist you. Our Contact Centre will guide you through everything we need. Once we have all the required images and information, we will investigate how this happened and support you with the best solution.

Please keep hold of all the packaging this was delivered to you in. It is important to remember, all damage needs to be reported within 30 days of receipt, anything reported after this time, we may not be able to assist with.

Here at Kiddies Kingdom, we do what we can to make sure you are happy with your purchases and the customer service you receive from us. But if something is wrong, we want to hear about it. That way we can try even harder to put it right.
We have a process in place for handling your complaints and making sure you are listened to.

Step 1 - Contact us at the first instance by sending an email to cs@kiddies-kingdom.com using your order number and the term ‘Complaint’ as the subject header.

Step 2 - Our complaints team should acknowledge your complaint within 3 working days.

Step 3 - If you think the outcome is unsatisfactory, please compose your escalation in writing via email to cs@kiddies-kingdom.com using your order number and the term ‘Escalation’ as the subject header.

Step 4 - A full case review will be carried out by the Management team and an initial acknowledgement sent within 3 working days.

Step 5 - A final outcome will be given within 5 working days, however on occasion this may not be possible. In those instances, regular updates will be given by our Management Team while we work towards a resolution.