Customer Services

NOTE: For information on getting in touch, please see the Contact Us page.

Pricing & Payments

All prices are in U.K sterling, but for your convenience we have included a currency converter. All prices shown are the actual prices - upon receiving and processing your order we then only add the appropriate postage & packaging. When paying for your purchases with a credit/debit card please rest assured that your transactions will be 100% safe as we will not process your details until your purchase is on its way to you. We use a secure server which encrypts transaction details to protect credit card information. When in the shopping area of the site, you'll see a padlock symbol in the bottom of your browser window, indicating it is a secure area. Childsplay is approaching its 20th year and has succeeded in building a trustworthy and reputable company.

We use all major credit cards as stated in the footer of the website, as well as Worldpay and Paypal online services.

Delivery

All products where possible, will be dispatched to you the next working day subject to credit clearance, address verification and availability of items. Sometimes we may need to carry out additional checks on your payment or address details which may delay your order. Therefore we ask for up to 3 working days, once your order has been accepted for it to be dispatched. Once your order has been dispatched we will send you a confirmation via email, to the address on your account. We will contact you within 24 hours of placing your order if there is a delay or items are out of stock.

Deliveries will be made between the hours 8:00 am and 6:00 pm, Monday to Friday. Please note that we are unable to specify an exact delivery time or attempt delivery on weekends or bank holidays. All parcels are sent special delivery and require someone to be present to accept and sign for it. Royal Mail Special Delivery will require somebody to sign for the package(s) at the delivery address. The signature is electronically logged for security and will be taken as proof of delivery by us.

Parcel force will make one attempt at delivery and if not successful they will leave a card advising of the consignment number, date and time of attempted delivery and nearest collection depot details. They will hold the goods at this depot for 5 working days to allow you to collect your order, should there be no attempt of collection they will be returned to us. If online Customer Services receive no contact from you regarding this order within a further 5 days the payment will be refunded, minus our delivery charge and the return delivery fee.

UK Mainland
Standard delivery to addresses in the UK mainland is FREE of charge. Delivery will be made by Royal Mail/ Parcel force within 2 working days of dispatch of the goods from the Childsplay store. We insure each purchase during the time it leaves the store and takes to deliver to you. If you wish to track your parcel, please e-mail us at customerservices@childsplayclothing.co.uk and we will e-mail you with your tracking number, which you can use on the Post Office website.

International
We deliver to most countries worldwide. Your postage cost will be calculated automatically at the checkout when you finish your order. Delivery times vary depend on location, feel free to contact us for additional information on International orders.

Collection from our store
Alternatively, you can also collect your order from our store in Ilford, Essex. Please contact us via phone on +44(0)20 8514 5007  to arrange collection. You will need to bring with you a printed copy of your order confirmation as proof of purchase and identity.

Change of delivery address
If you have made a mistake with your delivery details contact us immediately (during our opening hours or via email to customerservices@childsplayclothing.co.uk) and we will attempt to amend them before dispatching. Unfortunately the delivery address cannot be changed for orders which have already been dispatched.

Returns / Exchange Policy

Unsuitable items may be refunded or exchanged by e-mailing customerservices@childsplayclothing.co.uk, within 7 days of receipt of the item to obtain return authorisation. Please include a copy of your receipt in the returned parcel with a note briefly explaining the reason for the return and the agreed action to be taken. Please send all returns to:

• Childsplay
  (Internet Returns Dept)
  11-13 Clements Road,
  Ilford, Essex,
  United Kingdom,
  IG1-1BA

The products you return must be in the same condition (new, unused and unworn) with all the original packaging and garment tags still attached. We DO NOT accept any item with any indication that it was used, worn or washed incorrectly (so please do check wash instructions on all garments before hand). In such cases the item will be returned to the customer at their cost.

You are also responsible for the safe return of your item to us, and we advise using a recorded delivery service (such as Royal Mail Recorded Delivery from the UK) to ensure your parcel is not lost or damaged in transit. Any returned items which are not authorised by a member of staff and accompanied by a copy of the receipt will not be processed and instead will be returned immediately to the customer at their cost.

You are responsible for any shipping costs incurred during the process of returns/refunds. Shipping costs will be reimbursed by us only in the case of damaged, faulty or incorrectly supplied goods. Childsplay will not take responsibility for packages where the postage is unpaid.

If you wish to receive a refund we will re-credit the original purchaser's credit card, debit card or Paypal account for the sums paid less any postage costs. Please allow 3 working days from our receipt of the returned goods or acceptance of a cancellation for a refund to be processed. You will receive a confirmation e-mail once the transaction has been processed. Please allow up to 10 working days for the funds to reflect on your account. 

In some cases we reserve the right to apply a restocking and handling fee to cover bank charges and admin costs. Please see our Terms & Conditions for full details.