Refunds and Exchanges
This returns policy applies to full price orders only.
We offer a no quibble returns policy. We will accept returns within 21 days of receiving your purchase for a refund, but we do not currently offer exchange on items.
All items must be returned in brand new condition including original packaging with tags and shoes in the original box. There must be no signs of wear. Refunds or replacements will not be given for worn goods.
Sale items must be returned within the 14-day cancellation period to receive a full refund. We do not offer exchange on items in the sale. Any items received after this time will be returned to the customer. We do not offer credit notes for sale items.
Damage such as snags, scuffs, rips or pulls in goods after they have been worn are considered as general wear and tear. We are not liable for any accidental damage incurred through wear and tear. Piling and bobbling happens as a natural occurrence of the fabric and refunds are not applicable in this case.
Refunds or replacements will not be given for shrinkage or damage caused to goods after laundering. The care instructions are tried and tested, and when followed correctly do not cause shrinkage or stretching. Laundering issues are caused by the temperature or agitation level in the wash being too high, or from tumble drying, we are not liable for any damage incurred through laundering.
Unfortunately, we cannot accept returns for swimwear, underwear, face coverings, socks, tights, bottles, dummies or any items that are sealed for hygiene reasons.
We reserve the right not to refund you if you return items to us outside of our terms and conditions policy. This does not affect your statutory rights.
We offer FREE UK returns however you must have access to a printer as a unique returns label is created for each customer. Please click here to 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.
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.
We are doing everything we can to process returns as quickly as possible. With additional health & safety measues and increased demand in online orders this may take a little longer than usual. We aim to refund/exchange all online orders within 14 working days of you returning the item to us. We sincerely apologise for any inconvenience caused and thank you for your understanding. 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.
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]dscavern.co.uk or call us on +441512361475. You will be kept informed at all stages of the complaints process