Frequently Asked Questions
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 or exchange providing the goods are unworn and labels are still attached and undamaged. This excludes underwear, tights or swimwear where the hygiene seal has been removed. Shoes must be tried on indoors and must not show any signs of wear, they must also be returned in their original box as this is part of the product. 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 or exchange. 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 make a return?
We now accept returns in our flagship store based in Cavern Walks, Liverpool. Please ensure your return is packaged as if it were being posted back to us to keep all returned items secure. We are not based in the store so unfortunately cannot offer instant exchanges. However, if you are happy to return to the store later that day we can have your exchange item(s) ready to collect.
If you cannot make it in store please return all products via post to : Kids Cavern Internet Department, 22 Cavern Walks, Liverpool, L2 6RE.
We offer free 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.
Can I cancel my order?If you’re a customer in the European Union, you have the right to cancel your order within 14 days from when you receive your order. This doesn’t apply to items that have been worn or used, underwear, or swimwear where the hygiene seal has been removed.
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 must be sent back to the supplier, this process can take up to 4 weeks.
I have returned my item, how long will my refund take?
Once we have received your return we aim to process all refunds within 48 hours through our banking system. The time in which your bank completes the refund will vary depending on their processing time. Please be sure to track your parcel using the tracking number on your proof of postage receipt. We are not liable, and cannot take responsibility for any bank charges that you may incur during the refund process.
I am not happy with the service I have received, what should I do?
Should you have any reason to make a complaint about our service, we will aim to deal with matters effectively, fairly and in full confidence. Do not hesitate to email us on [email protected] or call us on +441512361475. We will acknowledge complaints within 3 working days and we will give you a timescale for resolving the matter. You will be kept informed at all times.