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 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.
We also accept returns in store, please return your item to us fully packaged up. Your return should be given to a member of staff at our Click & Collect desk located near the shoe area in our Liverpool Metquarter store only, please DO NOT return items to our Kirkby or Trafford stores as staff are unable to accept.
I want to exchange my item, what is the process?
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 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.
I have returned my item, how long will my refund take?
Once we have received your return we aim to process all refunds within 10 working days. 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.