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Returns

Bought In A Store?

Items bought in a store, must be returned to the store. Please do not use our returns service as your return will not be accepted and delivery charges may apply to get the item back to you.  For details on what stores we are in, please click here.

 

For Orders Placed Via The Website 

How Much Does It Cost To Return?

Returns are FREE for all UK customers for orders placed via the website, only one free return label can be issued per order, please see below for instructions on how you can get your free label. Please note orders placed via eBay do not qualify for free returns. For international customers, returns are at the customers own cost.

Can Sale Items Be Returned?

Yes, both full priced and sale items are treated the same. Some items cannot be returned for reasons such as hygiene, please see full details below.

Where Do I Return An Item?

Once you have followed the below instructions you will need to take your parcel to a post office. We strongly advise you do not use the Royal Mail’s drop off post boxes which accept parcels as this gives you no proof of postage receipt. Therefore, until the parcel reaches us it remains your responsibility and we cannot process your return if the parcel goes missing. Please therefore ensure you take your return to a post office and retain the proof of postage receipt.

Can I return items I ordered online in a store? 

No, your return will not be accepted in a store. Please ensure for any items ordered via our website, you use our returns service online only.

How Long Do I Have To Make A Return?

You have 28 days* from the date you received the order to ensure the return reaches us.

*Extended Christmas returns – Orders placed from 1st December to 24th December qualify for extended returns. Please ensure your return reaches us by 31st January 2021 for your return to be accepted.

*Club Outlet members have 40 days from the date you received the order to to ensure the return reaches us.

What Items Cannot Be Returned?

Please note due to hygiene reasons we cannot accept returns of underwear, swimwear or hair accessories. Anything personalised is not eligible for return. Gift vouchers and gift wrap are non refundable.

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.

What If I Receive A Faulty or Incorrect Item?

In the unlikely event you receive an item that is faulty or incorrect it must be reported within 7 days of receiving the item. Find out how to contact us by clicking here.

Discount Codes & Gift Vouchers

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 before any monetary amount is refunded.

How Long Will My Refund Take?

Returns are processed 1 – 3 working days once received. Once the return has been accepted in accordance to our terms, refunds will be credited to the original card or PayPal account used for payment which can take up to 7 working days.  Please note if an item is returned to us in an unsuitable condition or has been sent back late your return may not be accepted.

Where Can I Get My Return Label?

For UK customers please click the below section “Return Procedure For UK Customers” which will show further details.

For international customers please click the below link “Return Procedure For International Customers” which will show further details.

Return Procedure For UK Customers

If you are not completely satisfied with your purchase here is what you do. Customers who ordered via Amazon or eBay will be charged £3.95 for returns if they use our free return label.

  1. Go to the below Royal Mail link and complete the form to receive your email from Royal Mail. You can then either, print the label attached on the the email or you can show the QR code on the email to the Post Office who will print the label for you, however please see email details for which post offices near you offer this service. https://www.royalmail.com/track-my-return/create/1500
  2. Complete the Return Slip form, which would have been sent with your original order (if you need anther one please click here to download it). Add the return slip into your return parcel so we can identify the parcel as yours.
  3. We will not be responsible for the returned item(s) until it reaches us so please ensure you securely package the item(s) for return with their original packaging. If you have printed the label yourself affix it to the front of the parcel.
  4. Take your return to a Post Office, you will not be charged for delivery as the label is pre-paid. Please ensure you retain your receipt as proof of posting.

Please note any returns that are late or do not meet our required condition may not be accepted.

Return Procedure For International Customers

If you are not completely satisfied with your purchase here is what you do:

  1. Complete the Return Slip form, which would have been sent with your original order (if you need anther one please click here to download it). Add the return slip into your return parcel so we can identify the parcel as yours.
  2. We will not be responsible for the returned item(s) until it reaches us so please ensure you securely package the item(s) for return with their original packaging.
  3. Please send returns to: Children’s Outlet, Unit 4B Millbrook Business Park, Hoe Lane, Nazeing, Essex. EN9 2RJ  England

Please note any returns that are late or do not meet our required condition may not be accepted.

 

This returns policy does not affect your statutory rights.

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