Returns and manufacturing faults at Kids Store
Please read all carefully We hope you will be highly satisfied with any product purchased, but if you wish to return an item, then we aim to make it as quick and convenient as possible. For your own peace of mind, Kids Store Ltd work closely with our local trading standards authority to ensure that we always comply with current legislation. However, we understand that sometimes you may wish to return something you are not happy with. Don't worry, we are here to help.
My order hasn't been dispatched yet. Can I cancel it?
If you wish to change or cancel your order, before it's been dispached, please email us at firstname.lastname@example.org. We aim to respond to your email within 24 hours – please remember to include your order number and name and address in any correspondence. For more detail regarding returns, please refer to our T&C page: https://kidsstore.co.uk/terms-conditions/#returns
Please note that for items already dispatched, our standard returns process will need to be followed. If you refuse your delivery because you wish to cancel, a collection charge will be applicable. Please see collection charges.
What if I purchase an item and then realise it's not entirely what I wanted ?
As long as the item is unused, in a resaleable condition and within 14 calendar days of date of receipt, we are able to offer an exchange or refund. We do ask for the original packaging to be used .
Please notify us of expected returns by contacting us by email at email@example.com suppling us with original order number and product details and reason for return.
Please when returning the item include an A4 sheet of paper to write the details of original order so we can identify from whom the order has been returned. If you would prefer to exchange the item please let us know by emailing Kathy@kidsstore.co.uk
For all orders being returned please send to:
79-81 Castle Street
Customers will be required to pay any carriage costs incurred in returning non-faulty or mistakenly ordered items.
For more details regarding returns, please refer to our T&C page: https://kidsstore.co.uk/terms-conditions/#returns
You can choose to either organise your own return at your own expense and risk or request a collection using our courier service which incurs a charge.
We are sorry but we are not able to send out boxes for items to be packaged.
It is important that you retain your proof of collection as this is your only proof that the goods have been sent back to us. Kids store can not be held responsible for non delivery or damage caused during transport by a third party.
Which collection services can I use?
You can use our couriers, however experience has shown us that it's much cheaper for the customer to send returns with a local courier from their area.
Here are our recommendations based on reliability, ease of use and competitive pricing:
We recommend using Royal Mail for items weighing less than 2kg.
Please make sure to use a tracking service to ensure we have received the returned item.
For more info, please visit Royal Mail's website.
How much does it cost to use your Collection Service?
Our couriers are I.F.S. Although you may have noticed that FEDEX has delivered your initial order to you.
Here at Kids Store we can offer the services of our own couriers, but please be aware, as we are based in Northern Ireland and so are our couriers, this service is more expensive than those recommended above.
Our couriers costs are approx £40 + Vat per carton ( upto 25kg volumetric size ) but may cost more depending on the size.
Please note that during the current Pandemic couriers may charge an extra collection charge dependant on local restrictions. These charges are only made known to us on booking collection.
If you wish to use this service we can arrange it all for you. To arrange a collection please contact us at firstname.lastname@example.org. We aim to respond to you within 24 hours.
Our Courier collections take place Monday – Friday between 8am-6pm. For UK customers we ask for 24 hours notice to arrange collection, for non UK customers we ask for 48 hours. If your order was not ready, you where not at home, or the driver was turned away, you may be charged again for the failed collection. We are unable to accept liability for loss or damage of goods if the goods are left out for the courier.
When will I get my refund?
Once we inspect the item to make sure it wasn't used and it is on its original packaging, we will make the reimbursement using the same means of payment as you used for the initial transaction. This can take up to 14 calendar days. If we have organised collection with our couriers we can only process refund when we have confirmation of collection charge by our courier.
All products purchased at Kids Store come with a manufacturer’s warranty - this will start from the date of purchase of the item (please consult your instruction guide to confirm the length of warranty).
We will repair any product free of charge within this period; this only includes manufacturing faults and does not cover wear and tear, loss of a item, misuse or accidental damage. If a repair is not possible a replacement or refund may be offered at our discretion.
For any faults please contact us via email (email@example.com).
Within your email please provide us with your order number, address the pram was purchased under and where possible please send us some images supporting your claim to help us assist you further.
Faults after 14 days of purchase
After 14 calendar days, your product will then be under the manufacturers warranty and we will strive to ensure that the fault is rectified accordingly.
To find out the length of your warranty please consult your instruction manual.
All manufacturers have dedicated customer service telephone numbers and email addresses and you will find these listed below here.
We always recommend that to keep things simple and speedy, your first call should always be to the manufacturer directly as they best understand their products and have the necessary repairs departments to look after them.
Each case will be looked into individually and we will either repair or replace the item as we and the manufacturer deems appropriate.
We may have to request the item back to store or the manufacturers service dept. In this instance the collection costs will be covered by ourselves or the manufacturer, if the fault is of a manufacturing nature.
Larger items will be collected free of charge. For smaller items you will be requested to return them to us and a refund for the postage cost of up to £5.00 will be given on production of a postage receipt.
We would also ask for a few images or a short video of the fault as this helps us and the manufacturer understand the issue better. This does not affect your statutory rights.
Please see the section below (reporting a fault) for requirements and contact details.
The manufacturers warranty only covers against manufacturing faults and does not cover the following:
normal wear and tear
misuse such as, but not limited to, improper storage and product care
maintenance and use other than that indicated in the user guide
failure to follow the instructions in the user guide
abuse, neglect, carelessness or accident
modification or alteration of the product
air transportation or freight damage
damage to tyres such as holes, punctures or tears
Mounting or installation of third party products such as buggy boards that are not recommended by the manufacturer
Please note that while this list is inclusive it is not exhaustive.
Manufacturer's Contact details
(Oyster 3, Oyster Zero and Egg range of prams)
Customer care: 01509 816444
(our cots, cotbeds and mattress ranges)
Customer services: 028 9084 4442
Customer Service: 01767 604400
Customer Service: 01554 707022
(Belize travel system, Arc buggy,
Massimo leatherette buggy and Modena leatherette 2in1)
Customer Service: 020 8909 9898
Customer care: 01623 750 870
iSafe Baby travel
(Zeta Vooom, Zeta Citi, Optimum and Sail buggies)
Customer care: 08712880873
Customer Care: 01302 953 872
Items out of warranty/lost
We will aim to assist you by contacting the manufacturer and obtaining a quote for repair or replacement. Please get in touch with us at firstname.lastname@example.org with your request.
Orders sent incorrectly
We strive to ensure all orders are sent out correctly by our warehouse team. In the event of a mistake we will rectify as quickly as possible. Please contact us at email@example.com.
Don't hesitate to give us a ring on 02890 232805. Please ask for Paul, as this number is our high street store and the phone may be answered by any member of our store staff. He will gladly try and answer all of your queries. Phones are manned from 9am to 5:30pm Mon-Sat.
Alternatively you can E-mail us on Kathy@kidsstore.co.uk. ( emails are manned 8am - 6pm and answered asap.)
79-81 Castle Street
Store open: Mon - Sat, 9am - 5:30pm