If you are not completely satisfied with your purchase please first check the below terms and then follow our returns procedure. Returns are free for all UK customers, only one free return label is issued per order. For international customers, returns are at the customers own cost.
Accepted Conditions of Items
Returned products must be returned in the same condition as they were sent – which must also include original labelling and packaging (this includes hangers). When trying on items of clothing, please ensure that you avoid the items coming into contact with perfume / aftershave / deodorant which may leave a scent or marks on the item. We will be unable to accept or refund incomplete returns or products that have been worn or washed. If products have deteriorated due to a more extensive use, we reserve the right to send the product back to the customer. This includes damages caused by not washing products in accordance to their care label.
Please also check your legal rights for returning goods in our Terms and Conditions by clicking here.
Items That Cannot Be Returned
Please note due to hygiene reasons we cannot accept returns of underwear, swimwear or hair accessories. Anything personalised is not available for return. Gift vouchers are non refundable.
Return Procedure For UK Customers
If you are not completely satisfied with your purchase here is what you do:
- You have 28 days from the date you received the order to ensure your return has reached our specified address. Please first refer to our Accepted Conditions of Items and Items That Cannot Be Returned information to ensure we will be able to accept your return and refund you.
- To request a free return label please click the below link and complete our return form.
- Once we have received and accepted your return request you will be emailed your pre-paid return label (please note labels are only emailed in office opening hours click here for more information). You will have 28 days from the date your order was delivered to ensure the return has reached our specified address. Please contact us if you do not receive your label as we may be unable to accept the return if returned later than the 28 day period.
- You can then either, print the label from the email or you can show the QR code on the email to the Post Office who will print the label for you (please see email with the pre-paid label for details on this).
- Securely repack the item(s) for return in their original packaging. If you have printed the label yourself affix it to the front of the parcel. We will not be responsible for the returned item(s) until it reaches us so please ensure the item(s) are packed up well.
- Next take your return to a Post Office who will send your parcel to us, you will not be charged for this as the label is pre-paid. Please ensure you retain your receipt as proof of posting.
- We will issue a refund on receipt of the returned item(s) once the condition of the product has been verified in agreement to our terms. Please note in the unlikely event an item is returned to us in an unsuitable condition we may return the item to you and therefore not process your refund request. Refunds will be credited to the original card or PayPal account used for payment which can take up to 7 working days.
Click here for our Return Form
Return Procedure For International Customers
If you are not completely satisfied with your purchase here is what you do:
- You have 28 days from the date you receive your order to ensure any unwanted item(s) reach our specified address. Please first refer to our Accepted Conditions of Items and Items That Cannot Be Returned information to ensure we will be able to accept your return and refund you.
- Please notify us of your return using the below return form, and ensure you include all details in your return parcel including, your full name, order number and reason for return. If these details are not provided we cannot be held responsible for delays in refunds being processed.
- Securely repack the item(s) for return in their original packaging. We will not be responsible for the returned item(s) until it reaches us so please ensure the item(s) are packaged well.
- Please send returns to: Children’s Outlet, 4 Capital Place, Harlow, Essex, CM19 5AS England
- We will issue a refund on receipt of the returned item(s) once the condition of the product has been verified in agreement to our terms. Please note in the unlikely event an item is returned to us in an unsuitable condition, additional delivery charges may be applied to return the item to you.
Click here for our Return Form
Faulty Items
In the unlikely event you receive an item that is faulty, please notify us by completing our return form (see link below). We will then contact you to get the problem sorted.
Click here for our Return Form
Received The Wrong Item
In the unlikely event the item you received is not what you originally ordered, please complete our return form (see link below). We will then contact you to get the problem sorted.
Click here for our Return Form
Order Cancellations
If you wish to cancel your complete order you will have 14 days after you have received the order to notify us. If you think the order has not yet been dispatched, please contact us by clicking here. Alternatively if the order has already been dispatched or you have received the order please follow our standard return procedure detailed above.
Delivery Charges, Discount Codes & Gift Vouchers
Only standard delivery charges are refundable if you have cancelled your entire order within the 14 day period after receiving your order. If special delivery options were selected only the standard delivery charge will be refunded.
If a discount was applied to your original order, the amount refunded will be adjusted to allow for the revised order value and appropriate discount level.
If any part of your order was paid using a gift voucher this will be refunded back onto a gift voucher.
This returns policy does not affect your statutory rights.
