- Processed in 24–48 h
- Delivered in 7–12 business days
- Free UK delivery from £49
- Tracked on every order
- Our risk until delivered
In short: every order is processed within 24–48 hours, shipped tracked and usually delivered within 7–12 business days of dispatch. Delivery is free on orders of £49 or more, and £2.95 below that. Your order stays our responsibility until it reaches you.
Order processing
Every KitKiddo order is picked, checked and packed before dispatch. Processing happens before your order enters the carrier's network, so please allow for it in your expected delivery window.
Standard processing
- Orders are processed within 24–48 hours of payment confirmation.
- Order cut-off is 2:00 PM Hong Kong time (early morning UK time). Orders placed after the cut-off begin processing the next working day.
- A shipping confirmation email with your tracking number is sent as soon as your order is dispatched.
- All orders are dispatched from our fulfilment partner's facility.
Processing exclusions
- Orders placed on Sundays begin processing the following Monday.
- Orders placed on Hong Kong public holidays are processed the next working day.
- Processing may take longer during peak periods such as Black Friday and the Christmas season. We'll let you know if your order is affected.
Order verification
Occasionally we may need to verify an order before dispatch — for example a higher-value order, or where payment needs additional confirmation. If so, we'll contact you by email straight away. This can add up to 24 hours to processing.
Shipping rates & delivery times
We offer one tracked standard delivery service to UK addresses. Orders travel from our fulfilment partner by international carrier, and are delivered to your door by a UK delivery partner named in your shipping confirmation. Every order is tracked from dispatch to delivery.
Business days — estimated delivery from dispatch, to UK addresses.
Orders of £49 and over — applied automatically at checkout, no code needed. Fully tracked.
Orders under £49 — flat rate, shown at checkout before you pay. Fully tracked.
About delivery estimates
Allowing for processing, most orders arrive within 8–14 business days of purchase. Delivery times are carrier estimates, counted from the date of dispatch, and can occasionally be affected by customs checks, peak periods or severe weather. If there's a delay, we'll keep you informed. If your order hasn't arrived within 30 days of purchase, you're entitled to cancel it for a full refund, including delivery charges.
Packaging & care
Toys, clothes and everyday kids' essentials deserve to arrive clean, complete and ready to play with. Every order is packed to protect it on the journey.
How we pack
- Each product is shipped in its retail box or protective packaging, with padding where needed.
- Clothing and textiles are bagged to keep them clean and dry.
- Wooden and fragile items are given extra protection.
- Multi-item orders are packed so products don't rub against each other in transit.
When your order arrives
- Check the outer packaging and mention any visible damage to the driver if you're signing for it.
- Open it carefully, keep plastic bags and small packaging pieces away from children, and keep the packaging until you've checked everything.
- Check every item and its parts against your order before giving it to your child.
- Photograph any damage to the product and packaging — it helps us resolve things quickly.
Protected until it reaches you
Your order is our responsibility until it has been delivered to you. If it is damaged, lost or stolen in transit, we will replace it or refund you in full at no cost to you — including any delivery charge you paid.
Please report transit damage within 48 hours
If your order arrives visibly damaged, please tell us within 48 hours of delivery, with photos of the packaging and the product. This lets us claim from the carrier and send a replacement quickly. Reporting later doesn't remove your rights — faulty or damaged goods are still covered by the Consumer Rights Act 2015 and our Warranty Policy — but prompt reports are resolved fastest.
If anything arrives damaged
Keep the packaging and email info@kitkiddo.com with your order number, photos of the damage and a short description. We'll arrange a replacement or refund, including any return shipping, at no cost to you. See our Returns & Refunds Policy for the full procedure.
Order tracking
Every KitKiddo order is tracked from our fulfilment partner to your door, so you always know where it is.
Order confirmed. You receive an order confirmation email straight after purchase, with your order number and summary.
Order dispatched. Within 24–48 hours, your order is packed and handed to the carrier. You receive a shipping confirmation email with your tracking number and a direct tracking link.
In transit. Follow your parcel using the tracking link or our Track my order page. The first tracking updates can take 24–48 hours to appear after dispatch while the parcel is processed for export.
Arrival in the UK. Your parcel clears UK import checks. For orders of £135 or less, VAT has already been accounted for, so no action is needed from you.
Delivered by our UK delivery partner. If you're not in, the carrier will leave a card or message with options for redelivery, collection or a safe place.
Tracking not updating?
Tracking can take up to 48 hours to update after dispatch. If there's no movement for 7 business days, contact us at info@kitkiddo.com and we'll investigate with the carrier for you.
VAT & import charges
Orders are shipped to the UK from outside the UK. How VAT is handled depends on your order value, under HMRC's rules for imported goods.
- Orders of £135 or less — UK VAT is included in the price you pay at checkout. There are no further import charges on delivery.
- Orders over £135 — import VAT and any customs duty are assessed by HMRC when the parcel arrives, and may be collected by the carrier before delivery. These charges are the responsibility of the recipient.
- Accurate declarations — every parcel is shipped with correct customs documentation and its true value. We never undervalue or misdeclare goods.
What KitKiddo does
- Provides accurate commercial invoices and product classifications with every shipment.
- Declares the true value of every order.
- Accounts for UK VAT on orders of £135 or less.
- Helps you with the carrier if you're asked for any unexpected payment.
Your part
- Give a complete delivery address and a mobile number, so the carrier can reach you.
- Reply promptly if the carrier asks for information.
- Be available to receive your parcel, or arrange redelivery or collection.
- Contact us before paying any charge on an order of £135 or less.
Asked to pay on an order of £135 or less?
This shouldn't happen, because VAT has already been accounted for. If a carrier asks you to pay VAT or a handling fee on an order of £135 or less, please contact us at info@kitkiddo.com before paying, with the carrier's message. We'll resolve it with the carrier, or refund any charge you had to pay to receive your order.
Shipping address accuracy
Please make sure your delivery address is complete and correct at checkout — including flat number, house name or number, and postcode.
Address errors
Address changes can only be made before dispatch. If you spot a mistake after ordering, contact us straight away at info@kitkiddo.com with your order number, and we'll update it if the order hasn't left yet.
Once an order has been handed to the carrier, we can't change the address. If a parcel is returned to us because of an incorrect address entered at checkout, we'll contact you to arrange redelivery, which may carry an additional delivery charge.
PO Boxes & remote addresses
We can't deliver to PO Boxes. Deliveries to some remote areas — such as parts of the Scottish Highlands and islands — may take a little longer than the standard estimate. If you're unsure whether we can deliver to your address, contact us before ordering.
Shipping issues, delays & lost parcels
If your order doesn't arrive when expected, or arrives damaged, here's what to do. Because your order is our responsibility until it reaches you, you won't be left waiting on a carrier investigation.
Delayed delivery
Not arrived within 12 business days of dispatch? Email us your order number. We'll chase the carrier and update you within 2 business days.
Damaged on arrival
Keep the packaging, photograph the damage and contact us — ideally within 48 hours of delivery. We'll send a replacement or refund you in full, at no cost to you.
Lost parcel
Nothing 15 business days after dispatch? Tell us and we'll escalate it. You choose: a replacement dispatched within 3–5 business days of confirming the loss, or a full refund within 14 days.
Your UK consumer rights
Under the Consumer Rights Act 2015, your order remains at our risk until it is delivered to you or to someone you have nominated to receive it. Unless we agree another date, we must deliver within 30 days of your order; if we don't, you may be entitled to cancel for a full refund. These rights apply in addition to everything in this policy.
Risk of loss & responsibility
Responsibility for your order during transit follows UK consumer law.
Risk of loss — consumers
For consumers, risk passes to you only when the goods are delivered to you, or to a person or safe place you have nominated (Consumer Rights Act 2015, section 29). Until then, if your order is lost or damaged in transit, KitKiddo bears the risk and will replace or refund it at our cost.
Risk of loss — business customers
For business purchases, risk passes when the order is handed to the carrier, unless we agree otherwise in writing. We will still help resolve any transit issue with the carrier.
KitKiddo is not responsible for
- Parcels delivered to an incorrect address that was entered at checkout.
- Parcels lost or stolen after confirmed delivery to you, or to a neighbour or safe place you nominated.
- Delays caused by events outside our reasonable control, such as severe weather or strikes — although your right to cancel for late delivery still applies.
- Business losses arising from delays — our products are sold for domestic and private use.
What we commit to
If something goes wrong in transit, we'll deal with the carrier for you, keep you updated throughout, and resolve it with a replacement or refund. You won't be left to sort out a shipping problem on your own.
Contact & support
For any question about delivery, tracking or your order, our customer care team is here to help. We aim to reply to every enquiry within 1–2 business days.
- Tracking issues: no tracking movement for 7 business days, or an unexpected tracking status.
- Delayed delivery: not received within 12 business days of dispatch.
- Damaged on arrival: ideally within 48 hours of delivery, with photos of the packaging and product.
- Asked to pay import charges: on orders of £135 or less — contact us before paying, and we'll resolve it.
This policy applies to all orders placed on KitKiddo.com for delivery to the United Kingdom. For consumers resident in the UK, statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 apply in addition to this policy and prevail wherever they are more favourable. KitKiddo may update this policy from time to time, without affecting orders already placed or your statutory rights. Effective 4 October 2026. Last updated 4 October 2026.