Frequently Asked Questions

No. You can check out as a guest with just your email and delivery address. Creating an account is optional, but it saves your details and keeps your order history in one place.

You'll receive a confirmation email within a few minutes of checkout, with your order number and a summary of your purchase. This email is our acceptance of your order. If it hasn't arrived after an hour, check your spam folder, then contact us.

Yes, if you're quick. Email us with your order number and we can amend or cancel it during the 24–48 hour processing window. Once an order has been dispatched we can't stop it, but you can still use your 14-day right to cancel after it arrives.

Before dispatch, yes — email us the correct address with your order number. After dispatch, we can't redirect the parcel. Please check the address in your confirmation email carefully.

Often, yes. Contact us with the product name and we'll let you know when it's expected back.

Our terms are designed for consumer sales for domestic and private use. For larger quantities, email us and we'll see what we can do.

Delivery is free on orders of £49 or more, applied automatically at checkout with no code needed. Below £49, it's a flat £2.95. The threshold is based on your order value after discounts and before delivery charges.

Everywhere in the United Kingdom — England, Scotland, Wales and Northern Ireland. Remote areas, the Scottish Highlands and islands, the Channel Islands and the Isle of Man may take a little longer.

Most items ship from our fulfilment partner's facility in Asia. They're handed to an international carrier, then delivered to your door by a UK delivery partner named in your shipping confirmation. We're not the right choice for next-day needs, such as a birthday gift tomorrow.

It's in your shipping confirmation email, sent as soon as your order leaves the warehouse. The first tracking scan can take 2–5 business days to appear — that's normal while the parcel moves through the outbound hub. You can also follow it on our Track my order page.

Quiet periods are normal during international transit. If there's been no movement for 7 business days, email us and we'll open an enquiry with the carrier.

Not always. Multi-item orders may arrive in separate parcels, each with its own tracking number. You're never charged twice for delivery.

Most parcels can be left in a safe place or through the letterbox. Larger items may need a signature; the carrier will leave a card or message with options for redelivery or collection. If an undelivered parcel is returned to us, we can reship it (at your cost) or refund you minus the original delivery charge.

If the delivery window has passed and tracking shows no movement, contact us. We'll investigate with the carrier, and confirmed lost parcels are replaced or fully refunded. If tracking says delivered but you don't have it, check with neighbours and safe places within 7 days of the delivery scan, then contact us.

Yes. All prices include UK VAT, and the checkout total covers your goods and delivery.

On an order of £135 or less, contact us before paying anything. VAT has already been accounted for, so a demand at this value may be an error or a scam, and we'll resolve it.

Of course. Email us with your order number and we'll send one.

You have 30 days from delivery to return an item if you change your mind. Separately, the Consumer Contracts Regulations 2013 give you 14 days from delivery to tell us you're cancelling, and a further 14 days to send the item back. Items must be unused, unwashed and in their original packaging with all parts, tags and seals intact.

For change-of-mind returns, you do. If an item is faulty, damaged, not as described or the wrong item, we cover the cost — just send us a photo and we'll sort it without leaving you out of pocket.

Within 14 days of receiving your return, or of you providing evidence of sending it — whichever is earlier — to your original payment method. Your bank may take a further 3–5 business days. If you cancel your whole order, the original standard delivery charge is refunded too.

We don't do direct exchanges. Return the item for a refund and place a new order — it's faster than arranging a swap, and you can secure the size you need straight away.

You're entitled to handle goods as you would in a shop to check what they are and how they work. If an item has been used beyond that and has lost value, we may deduct a reasonable amount — and we'll always explain why.

For hygiene reasons, sealed items such as teethers, dummies, bottle teats, bath toys, underwear and swimwear can't be returned once the seal is broken, and personalised items can't be returned at all. These exclusions never apply if the item is faulty, damaged, not as described or the wrong item. Nothing here affects your rights under the Consumer Rights Act 2015.

Manufacturing defects and component failures under normal use — split seams, broken zips or fastenings, parts that come apart, electronics that stop working — for two years from delivery. We repair, replace or refund, and you never pay return postage for a faulty item. See our Warranty Policy.

For transit damage, please report it within 48 hours with photos of the item and packaging. For faults that appear later, email us any time with a description and, if possible, a short video.

No — your order number is enough. We can also find your purchase using the email or name you used at checkout.

Built-in rechargeable batteries are covered against premature failure; a gradual loss of battery life over time is normal and not a fault. Replaceable batteries (AA, AAA, coin cells) are consumables and aren't covered.

Every product page shows a recommended age range, and the packaging carries the manufacturer's age grading and warnings. Products marked unsuitable for children under 36 months may contain small parts. If you're unsure, email us your child's age and we'll help you choose.

We work with established suppliers and check every product's materials, finish and age-fit before we list it. Certification details, where available, are shown on the product page. Always follow the safety warnings supplied with each product and supervise young children during play.

Each clothing listing includes a size guide with measurements by age. Children grow at different rates, so we recommend measuring your child and comparing with the guide rather than going by age alone. Between sizes? Size up.

Follow the care label or the instructions on the product page. Wash new clothing before first wear, and wipe wooden and plastic toys with a damp cloth — don't soak wooden toys or put them in the dishwasher unless the listing says it's safe.

Each listing specifies its contents. If a toy needs batteries or a charger that isn't included, the listing says so. If what you receive doesn't match the description, tell us and we'll put it right.

Yes. If a manual is missing, unclear or in the wrong language, email us and we'll send you an English copy.

No. We don't accept bank transfers, cheques, cash on delivery, third-party gift cards or cryptocurrency. Anyone claiming to be KitKiddo and asking you to pay by these methods is not us.

No. Your card details are entered into Shopify Payments' PCI-DSS compliant checkout and are never stored on our systems. We only see the card type, the last four digits and whether the payment succeeded.

When you complete checkout. If we can't fulfil your order, you receive a full refund.

It may show as KitKiddo, BULKECOM or Shopify, so it may not match our store name exactly. Check the amount and date against your confirmation email, and contact us before disputing a charge with your bank — we can usually identify it within a day.

Declines come from your bank, and we aren't told the reason. Check that your billing address matches your card exactly, that the card has funds and hasn't expired, and that you completed the 3D Secure prompt. Trying a different payment method usually works. A failed attempt may leave a temporary authorisation hold, which clears within a few business days and isn't a charge.

Yes. Our site runs on an encrypted HTTPS connection and we handle your data under the UK GDPR and the Data Protection Act 2018. Our Privacy Policy explains what we collect, why, how long we keep it and how to request or delete it.

Toys, clothing and everyday essentials for babies and children, chosen for quality, safety and how much kids actually enjoy them. Read more on our About Us page.

We're online only, which helps us keep our prices fair.

Email info@kitkiddo.com or message us on Messenger. We reply within 24 hours, usually sooner — include your order number if it's about an order. Support hours are Monday–Thursday 8:00–20:00 and Friday–Saturday 8:00–12:00, Hong Kong time. Messages outside these hours are answered the next working day.

Email us and tell us plainly what went wrong. We acknowledge complaints within 3 business days and aim to resolve them within 14 days. If we can't, Citizens Advice can help, and credit card purchases over £100 may qualify for a section 75 claim.

Only if you opt in. Every marketing email has a one-click unsubscribe, and unsubscribing never affects emails about your orders.