Help Center

How do I track my order?
  • Once your order has been placed, you will receive your order confirmation email with your order number. Please check your Spam/Junk folders and make sure to add [email protected] to your safe senders list to ensure you receive all communication from us.
  • Please keep hold of your order number as this will help us if you need to get in touch with us.
  • When the order has been dispatched from our warehouse, another email will be sent to you with a tracking number and courier information.
  • This tracking number can be used on the selected courier website to keep track of the parcel and see updates as it makes its way to you.
Do you offer gift wrapping?
We do not currently offer a gift wrapping service.
How do I know if you have received my order?
Once you've paid for your order you will see a confirmation message on site. We will also email you an order confirmation to the email address you used to make the order. Please check your Junk/Spam folders as emails can sometimes get sent there, then add us to your safe senders list.
Can I order by phone?
Unfortunately due to data protection and security reasons we are unable to take payments or place orders over the phone. However if you are looking to make a trip to one of our stores, feel free to give us a call or email and we will try our best to check stock levels on any items.
Can I change my address after placing an order?
We are sorry but once an order has been placed no information can be adjusted, so the delivery address cannot be changed.
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Payments, Promos & Gift Vouchers
What payment methods do you accept?
We offer a range of payment methods, these are listed in the footer.
My credit/debit card was declined. What happened?
If you card was declined when making an order we recommend contacting your card issuer to see if it has been blocked.
Do you offer gift cards?
We do not offer gift cards to use online. However, we offer gift cards for in-store purchases and these can only be bought in our stores.
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Which countries do you ship to and what is the delivery time?
We ship to the UK, Europe, the Middle East and the rest of the world.
The following are our standard delivery times.
Deliveries to the UK take an average of 3-5 working days.
Deliveries to Europe take an average of 5-10 working days.
Deliveries to the Middle East take an average of 5-7 working days.
Deliveries to the rest of the world take an average of 5-10 working days.
Our express delivery service is also available for quicker delivery times.
Which courier services do you use?
We use Royal Mail and DPD.
Do you offer a Click & Collect service?
We offer Click & Collect in our Liverpool store only. Please ensure you bring your confirmation email & the card used for payment as well as a valid form of photographic ID. If the order was paid for via PayPal you will need this email and a valid form of photographic ID.You will not be permitted to pick up your order without ID. Your order will be held in our offices for 7 working days, if your parcel has not been picked up in this time the order will be cancelled and refunded.
Do you offer express delivery?
Express service is optional and costs £5.95 (including orders over £150). We offer two options for Express Shipping;
DPD; All orders must be placed before 2pm in order to be delivered within 1-2 working days. Any orders placed after this time are not guaranteed.
Royal Mail; All orders must be placed before 4pm for guaranteed delivery within 1-2 working days. Any orders placed after this time are not guaranteed and may not arrive until the following working day.
Orders placed after 2pm for DPD or 4pm for Royal Mail on a Thursday are not guaranteed for delivery on Friday or Saturday this option is separate. Next day orders placed after this time are only guaranteed for Monday delivery. If ordering next day delivery on Friday/Saturday, this order will not be collected from us until Monday as we have no weekend collections. This would mean you will receive your parcel on Tuesday.
For guaranteed delivery before 1pm on Saturday you must place your order by midday on Friday. This service is provided by Royal Mail and costs £8.50.
Please note any bank holidays that fall on a Friday affect our usual delivery time frames, any customers requiring Saturday Guarantee must place their order before 1pm on Thursday in order to receive their item(s) on Saturday.
Where is my parcel?
If you haven’t received your order yet, and we haven’t emailed you about a delay, please contact us via live chat, email us at [email protected] or by calling us on 0151 236 1475.
What do I do if my items are damaged or faulty upon delivery?
If you believe your item to be faulty, or you have received the incorrect item please contact us on [email protected] or +441512361475 and one of our team will advise you on the next steps to take. Please note any faulty items may need to be sent back to the supplier, this process can take up to 4 weeks. All items returned as faulty will be inspected and any items deemed subject to wear and tear will not be accepted. If the item(s) is deemed as faulty, where possible item(s) will be repaired or replaced for the same product, in the same size and colour, subject to availability. If the item(s) cannot be repaired or replaced then a full refund will be issued.
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Returns & Refunds
What is your returns policy?

We offer a no quibble returns policy. We will accept returns within 21 days of receiving your purchase for a refund we do not currently offer exchange on items. This returns policy applies to full price orders only.

Sale items must be returned within the 14 day cancellation period to receive a full refund, again we do not offer exchange on items in sale. Any items received after this time will be returned to the customer. Please note we do not offer a credit note on sale items. This does not affect your statutory rights.

We reserve the right not to refund you if you return items to us outside the terms of our returns policy.

How do I return an item?

We offer free UK returns however you must have access to a printer as a unique returns label is created for each customer. Please visit Royal Mail and follow the instructions to print your FREE returns label, attach it to the parcel and drop it at your local post office. You will receive a receipt, which is your proof of postage. Please keep this safe until you know your parcel has arrived with us safely. If you do not have a printer you will have to pay to return your goods, please ensure when returning them that you use a TRACKED & SIGNED FOR service. We will not be held responsible for mail that is not returned to us using this service.

PLEASE NOTE; We only offer ONE free return per customer, per order. Please be aware that the cost of a second return for the same order will be deducted from your refund.

Please track your parcel to see if it has been received before calling us to query your return. Once your return has been received please allow 10 working days for it to be processed, plus a further 3-5 working days for the funds to be processed by the corresponding bank. If you have not received notification after this time period then please don't hesistate to call us.

At this moment in time we do not offer free returns for INTERNATIONAL customers, this is something that we are working on to make possible. All return postage costs must be paid for by the customer. Please return all products via post to : Kids Cavern, 11-15 The Metquarter, 43 Whitechapel, Liverpool, L1 6DA.

How long does it take for my refund to be processed?

Please allow 7-10 working days once your item has been received back to us to be processed, to check the item has arrived back to us please retain your receipt provided from the Post Office. On this receipt, will be a tracking number which you can use on the Royal Mail website - once the item is showing as delivered back to us, it will join a queue to be processed for exchange or refund depending on your request, which can take up to 7-10 working days during busier sale periods.

Please also include in your returned item the packing slip that was sent out to you originally, this will include all the information we need to process your return , it also allows you to note what item you are returning and what you wish us to do with the returned item.

Once a refund is confirmed on our end please allow 3-5 working days for funds to show in your account, this is dependant on your payment method/bank and it can be sooner than this given time.

I have not received my refund, what should i do?

If your item has been received back to us, and you have not received an email notification after the 10 working day period please get in contact with us on either [email protected] or via telephone on +44151 236 1475.

What is your returns address?
Please return all products via post to : Kids Cavern, 11-15 The Metquarter, 43 Whitechapel, Liverpool, L1 6DA.
Have you received my returned package?

Please use the tracking information provided on your proof of postage receipt. If you enter the tracking number into the Royal Mail track item site - you will be able to see if the item has reached us.

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Can you provide more specific detail of the products?
If you would like more specific details about a product and can’t find what you are looking for on the product description page, please contact us via live chat, email us at [email protected] or call us on 0151 236 1475.
Are all your products authentic?
All products sold on our website and in our stores are authentic. We only trade with reputable suppliers and manufacturers who provide highest quality products. We do not sell fake, counterfeit or replica goods. Many designer items include built in authenticity codes which can be checked online to prove authenticity.
What if an item is out of stock?

If an item is out of stock , we will notify you to this via email and specify which items are out of stock and the amount that will be repaid to you. Please allow 3-5 working days for these funds to clear into your account.

We will also if this is possible, contact you via telephone or email to see if you would prefer an exchange for another similar item, although we cannot always promise this service during our busier sale periods.

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Account & Technical
I can't log into my account, what can I do?
If you have forgotten your password then please follow the forgotten password link on the account login form. If you are still having difficulty accessing your account please contact us via live chat, email us at [email protected] or call us on 0151 236 1475.
I've forgotten my account log-in details, how do I log in?
If you have forgotten the email address associated with your account and/or your password then please contact us via live chat, email us at [email protected] or call us on 0151 236 1475.
I need to change my personal details. How can I do this?
To change your personal details, please login into the Account section of the website using your previously saved email address and password. You will now be able to edit the name, address, phone number and email address we hold for you.
Do you offer credit services?
We now offer Klarna as an alternative payment method.
Are my personal details kept safe and private?
Access personal information is restricted in our offices. Only employees who need the information to perform a specific job) are granted access to personally identifiable information. The servers that we store personally identifiable information on are kept in a secure environment, in a locked and alarmed area.
I'm having problems placing an order, what can I do?
If you are having difficulty using our website then please contact us via live chat, email us at [email protected] or call us on 0151 236 1475. One of our customer care team will be happy to help.
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