Help Center

Orders
How do I track my order?
Once an order is processed out for delivery a tracking number is emailed to you. You can then use this tracking number online at either Royal Mail or DPD, depending on who fulfilled your delivery, and track your parcel this way.
Do you offer gift wrapping?
We do offer a gift wrapping service, at an additional fee of £4.00. We use white Kids Cavern branded boxes and also branded tissue paper. We currently don't offer the option to choose colours or add messages.
How do I know if you have received my order?
When you have paid for your order you should see a confirmation message on screen. We will also email you an order acknowledgement to the email address you used to make the order. Upon receipt of this email you can be assured that we have received your order.
Can I order by phone?
We cannot accept orders over the phone for security reasons. However, customers can call if they want us to check stock levels in store.
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.
View all
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.
View all
Delivery
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 £6 (including orders over £100). 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.
View all
Returns & Refunds
What is your returns policy?
 
How do I return an item?
 
How long does it take for my refund to be processed?
 
I have not received my refund, what should i do?
 
What is your returns address?
 
Have you received my returned package?
 
View all
Products
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 in our stores and on the website 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?
 
View all
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 not currently offer any credit services online sorry.
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.
View all