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FAQs

Your Account

Benefits of creating an account

There are many benefits that come out of creating an account with us. These include the following:

  • Faster and easier checkout
  • Track your orders and check status
  • Request returns or exchanges from the account
  • Always know about any promotions via our newsletters
  • Addresses are all saved
  • To create a new account, click on ‘My Account’ on the top of the site and register as a new customer through a few simple steps to begin receiving these benefits.

Do I need to set up an account to place an order?

Currently you are required to set up an account to place an order as this allows for a smoother and swifter shopping experience as detailed above under 'Benefits of Creating an Account'. We will however be introducing guest checkout in the new future (please check here for updates)

I’m having Problems logging in

This commonly occurs when either e-mail address or password are entered incorrectly. Try re-attempting to log in through a different browser. If that does not work either, then try changing your password. However, if the problem still persists, please contact us via email or live chat by providing us your name and email and we will resolve the issue for you.

I’ve Forgotten my password

To re-set your password, click on the ‘FORGOT YOUR PASSWORD?’ link and follow any further instructions. You will be asked to create a new password so that you can log in to your account. If the problem still persists, please contact us via email or live chat by providing us your name and email and we will resolve the issue for you.

Is my personal information kept private?

Under Data Protection, we ensure that all personal information is kept 100% secure and will only be shared to third parties where legal jurisdictions are fully abided by. For further information on this please feel free to contact us.

Delivery & returns

How long does delivery take, and how much will it cost?

For delivery options and shipping times please refer to our delivery page for further information.

Do I have to pay duty and import charges?

In selected countries, you will not be required to pay ‘IMPORT DUTY PAID’ charges as Childsplay Clothing will automatically cover these costs for you. To be covered for these costs, select the ‘IMPORT DUTY PAID’ option while checking out.

However, this is only eligible for certain countries. If your location is not covered by us for ‘IMPORT DUTY PAID’ charges, please contact us for further information so you can get specific details and to prevent any delays in receiving your order. To find out what countries are eligible, follow this link: http://www.childsplayclothing.co.uk/delivery

How do I exchange an item?

Before an item is returned to us for an exchange please ensure that the following are complied with:

  • Items are in brand new condition with all original packaging and garment tags and labels still attached.
  • Original shoe boxes and other containers that products are sold in are returned in an undamaged and unused condition as they are considered part of the product.
  • For hygiene purposes we can not accept bottles, dummies, underwear, swimwear, earrings, headbands or hairclip.
  • In order to avoid disappointment, we recommend that you place a brand new order for any items you wish to exchange for. Then return the item that you want exchanged following our simple returns procedure and ask for a refund to ensure that the item you want does not sell out during the process.

    Yet, if you want to exchange an item then please clarify this on the return form that was provided, by stating the item you want to exchange and the item you want this exchanged with and send this back to us with the item in a parcel by following the same returns process. Please contact us for further information if required.

How do I return an item?

If you are not absolutely pleased with your purchase you may be eligible to return the item to us for a refund or store credit within 21 days from delivery date. Before returning the item, please consider the following:

  • Items are in brand new condition with all original packaging, garment tags and labels still attached.
  • Original shoe boxes and other containers that products are sold in are returned in an undamaged and unused condition as they are considered part of the product.
  • For hygiene purposes we can not accept bottles, dummies, underwear, swimwear (boys swim shorts are returnable), earrings, headbands or hairclip.
  • Please note that items purchased with a 50% discount can only be fully refunded or store credited within 14 days after the delivery date. Items that were purchased with a 70% discount can not be refunded, but can be store credited instead.

      UK RETURNS:

        Follow these three easy steps to return the item:

        • All parcels contain a ‘returns form’ with exact instructions on how to return items. Simply fill this in by stating what item(s) you wish to return, whether you want a refund or store credit and the reason for you returning it. Send this with the items you wish to return.
        • All UK parcels include a free postage-paid label on the returns form which can be peeled off and stuck on top of the original re-sealable bag or your own packaging.
        • Drop off the parcel to your local post office. You will not be charged for your return and this will take 1-2 days if you live in the UK for us to receive the parcel. Please keep a hold of your proof of postage.
          • INTERNATIONAL RETURNS:

              Follow the same process as you would for UK returns. However, returns from outside the UK may be charged accordingly. We recommend returning the item through your local post office as they usually provide the cheapest offer. To avoid incorrect Customs and Duty charges when your return arrives in the UK, you must mark your parcel as “RETURNED UNWANTED GB MURCHANDISE”. Also, please do not use FedEx for your return as FedEx automatically charge customs and duty on every parcel returned to use which will be automatically deducted from your refund.

              Once the parcel is sealed in a bag with the label attached to the top and is dropped off to your local post office, returns to the UK can take various amounts of time depending on where it is being returned from. Once we have received and dealt with the return accordingly, you will receive an email confirming the status.

              You can also print the form and address label following this link: http://www.childsplayclothing.co.uk/returns

Am i required to return gift box if i want to return an item?

The gift boxes we use do not have to be returned when returning items as this is a gift from us to you.

How can I get a refund for an item?

To receive a refund for any items, please ensure that the following are taken into consideration:

  • Items are in brand new condition with all original packaging, garment tags and labels still attached.
  • Original shoe boxes and other containers that products are sold in are returned in undamaged and unused condition as they are considered part of the product.
  • For hygiene purposes we can not accept bottles, dummies, underwear, swimwear (boys swim shorts are returnable), earrings, headbands or hairclip.
    • To receive a refund for an item, please return the items following the instructions on how to return an item. On the returns form that was provided please clarify that you require a refund and once we receive the item and they meet our returns criteria, we will refund you the full amount you paid for that item.

      If you require another returns form, you can print out both UK and international on our website at http://www.childsplayclothing.co.uk/returns

How long will it take to receive my refund?

We aim to process all refunds within 5 working days of delivery. However, this could take up to 10 working days during busy periods. Once we have processed your refund, allow up to another 5-8 working days for this to show up in bank account as this can take some time to process with your payment provider.

I have not received my refund. What should I do ?

Please allow up to 5-8 working days once we have issued the refund for it to show up on your bank account as this can take some time to process with your payment provider.

However, if you have still not received your refund after this period please contact or customer services team between 8am to 6pm GBT from Monday to Friday and between 10am to 6pm GBT on Saturdays.

Will I be refunded the full value of my order?

The full value of the order is not refunded, only what was paid for the item that is returned is refunded back to you.

However, if there are any charges that are incurred such as DUTY & CUSTOMS charges during the return, these will be automatically deducted from the refund value.

Which delivery services will ship my order?

The orders are shipped by our trusted delivery services; including Aramex, DHL and Royal Mail. The companies can vary depending on where in the world you live.

For those living in the UK, you are eligible to use Express Aramex delivery.

For those living in Europe, you have the option between Express Aramex, Express DHL or standard delivery; depending on where in Europe you live.

For those living in the Middle East you have the option between Express Aramex, Standard Aramex and Express DHL, depending on where in the Middle East you live.

For those living elsewhere the delivery options vary depending on where you live. To see specific details please visit: http://www.childsplayclothing.co.uk/delivery

what do i do if items are faulty/damaged upon delivery?

We aim to ensure that all items are quality assured before we dispatch them. However, if an item is damaged or faulty, we ask for you to send us a picture of the damage via email. If the item meets our criteria then we ask you to send the item back over to us for a full refund, store credit or exchange. We also offer free collection services to pick up the item from you for your convenience.

Payments

What payment methods does Childsplay Clothing accept?

We accept all debit cards including Visa, MasterCard and American Express, Ali pay and Amazon. For further details on payment please contact our customer services team by following this link: http://www.childsplayclothing.co.uk/contact-us

Is it safe to use my credit card online at Childsplay Clothing?

Childsplay Clothing has developed a reliable and trustworthy reputation for over 25 years. All transactions are 100% safe as they are encrypted through our secure server which protects all your private information.

I paid with a credit card, and my card was declined. What happened?

If your credit card has been declined, check that you have provided all of the correct information. However, the problem may still persist if:

  • There is not enough funds to cover the transaction
  • Your bank is refusing due to security purposes
  • The name and address is not matching the information that the bank has

You can contact your bank or credit card provider who will be able to best advice you as to why the situation occurred, then contact us and we will help you to purchase the items again.

Orders

How do I make a purchase?

To make a purchase, click on the ‘PROCEED TO CHECKOUT’ link in your shopping bag once you have added in all the items you want. If you do not hold an account with us, then you will be asked to enter your billing address, the delivery method you require and the payment method you wish to use. Registered customers will not be required to do so as this information will be saved for your convenience. Once all the information is there and correct, just click ‘Place Order Now’ to make your purchase.

What if an item is out of stock?

All items that are displayed on the Childsplay Clothing website are in stock, unless it states otherwise. If your item is no longer in stock, then please contact us so we can request more of these items.

If you hold an account with us, then you can contact us and we will put you in the waiting list for the required item. We will take your details and ensure that you are made aware as soon as the item is available.

How do I know if an item is in stock?

All items that are displayed on our website are still in stock, unless it states ‘OUT OF STOCK’. However, if an item becomes unavailable after purchase, then we will contact you as soon as possible and offer either an exchange, store credit or full refund for that item.

Can I change or amend my order once it has been placed?

Yes you are able to change or amend your order once it has been placed. However, we recommend that you contact us as soon as possible via phone or email and provide us your name and order number as once the item has been dispatched we are unable to amend the order.

How will I know if you have received my order?

Once we have received your order, you will receive a conformation email within 10 minutes. If you do not receive this email then please contact us.