At Kiddies Kingdom Store, we want every little adventure to begin with a smile. We carefully curate our products—from Britax car seats to Silver Cross prams—with your child’s safety and joy in mind. We stand by the quality of our products, but we understand that sometimes an item might not be quite right for your family.

Our returns and exchanges policy is designed to be as simple, secure, and stress-free as your shopping experience with us. Please read the following information carefully.

Our Returns & Exchanges Policy at a Glance

  • Return Window: 15 days from the date you receive your order.
  • Condition: Items must be unused, in their original packaging, with all tags and accessories attached.
  • Process: Start by contacting our friendly Belfast-based team for a Returns Authorisation (RA) number.
  • Refunds: Issued to the original payment method within 5-10 business days of us receiving your return.

🛡️ Important Note on Product Safety & Non-Returnable Items

Your child’s safety is our absolute priority. To ensure the highest standards of safety and hygiene, certain products cannot be returned or exchanged unless they are faulty or not as described. Based on our product range, these include:

  • Baby & Toddler Car Seats (e.g., Britax, Baby-Toddler Car Seats): Due to strict safety regulations and the inability to verify if the seat has been involved in any impact.
  • Baby Carriers & Carrycots: For hygiene and safety reasons, once the packaging is opened.
  • Bedding & Soft Furnishings: For obvious hygiene reasons, unless the packaging is unopened and sealed.
  • Personalised or Made-to-Order Items (if applicable).

If you receive a faulty or incorrect item from these categories, please contact us immediately at [email protected] and we will resolve it promptly.

Step-by-Step Return or Exchange Process

Step 1: Contact Us for Authorisation

Please contact our customer care team within 15 days of delivery to request a Returns Authorisation (RA) number. Returns sent without an RA number cannot be processed.

Contact Email: [email protected]

Please use the template below to ensure we have all the information needed to help you quickly.

Subject: Returns/Exchange Request – Order #[Your Order Number] Dear Kiddies Kingdom Store Team, I would like to request a return/exchange for my recent order. Order Number: [Please insert] Product Name(s): [e.g., Silver Cross pram, Balance bike] Reason for Return/Exchange: [e.g., Wrong size, Changed mind, Faulty item] Preferred Solution: [Refund / Exchange for (specific product if known)] My full name and shipping address are: [Your Name] [Your Address] Please provide the Returns Authorisation number and instructions. Thank you, [Your Name]

Step 2: Pack and Ship Your Return

Once you receive your RA number and return instructions:

  • Securely pack the item(s) in their original packaging, including all parts, manuals, and tags.
  • Include a copy of your order confirmation or a note with your RA number and name inside the package.
  • Ship the package to the address provided by our team. We recommend using a tracked and insured service, as you are responsible for the item until it reaches our warehouse.
  • Return shipping costs are the customer’s responsibility, unless the return is due to our error or a faulty product.

Step 3: Refund or Exchange Processing

For Refunds:

  • Once we receive and inspect your return, we will process your refund.
  • Refund Timeframe: 5-10 business days for the refund to be issued back to your original payment method (Visa, MasterCard, JCB, or PayPal). The time it appears on your statement depends on your bank or PayPal.
  • You will receive an email confirmation once the refund has been processed.

For Exchanges:

  • We will ship the replacement item once the return is received and approved. Shipping times will follow our standard delivery schedule (10-15 days for Standard, 15-25 days for Free Shipping via EMS).
  • If the exchange item is of higher value, we will invoice you for the difference. If it is of lower value, we will refund the difference.

Frequently Asked Questions

Q: What if my item arrives damaged or faulty?
A: We’re so sorry! Please contact us immediately with photos of the damage and your order number. We will arrange a prepaid return label and send a replacement or issue a full refund at no cost to you.

Q: Can I return a gift?
A: Yes. The refund will be issued as store credit to the original purchaser. Please contact us with the gift giver’s details and order number.

Q: How long does an exchange take?
A: Please allow time for your return to reach us in Belfast (global shipping times vary), plus our processing time (1-2 days), plus the shipping time for the new item to reach you.

We’re Here to Help

Your family’s trust means the world to us. If you have any questions about returning an item, our friendly team in Belfast is just an email away.

Kiddies Kingdom Store
Email: [email protected]
Address: 16 Donegall Pass, Belfast, GB CH2L 1MV

Thank you for letting us be a part of your family’s journey.