What happens if you don’t like the items you receive
Please contact us as soon as possible if you change your mind and want to send back the goods. Legally, under the Consumer Contracts Regulations, you must inform us within 14 working days (beginning the day after you receive the goods) if you wish to cancel your contract with us and receive a full refund including the price we charged you for delivering the goods (the 'outgoing postage' - if applicable). After receiving the goods back from you, legally we then have 14 days to process your refund but we will try to do it as soon as we can. We will refund your money by the same method by which you used to pay for the order initially. Generally though we will take goods back up to a calendar month after we dispatched your order but please check with us first before sending anything back to us. Please note that if you decide to keep some of the order and return the rest, we will refund you the cost of the goods returned but not the cost of the outgoing postage.
You will be responsible for the cost of sending your goods back. Please obtain a proof of postage and ideally send it back recorded delivery which provides some insurance if the goods are lost in the post. We will not refund goods that we do not actually receive back.
Please take care of the goods that you intend to return. Obviously you are entitled to try clothes on but if you want to return goods your rights to handle them are the same as if you were assessing them in the shop. We are not obliged to accept returns that have been worn (other than a reasonable try-on), washed or damaged. Please ensure that clothes to be returned do not absorb extraneous smells such as cigarettes, perfumes or pets. All labelling must still be attached and, as far as possible, the original packaging should be intact.
Please note that our contract is with the person buying the goods. So if the clothes are a gift, the person receiving the gift does not have the right to return the clothes unless the buyer tells us at the time of purchase that they are being bought as a gift for so and so (and name that person). When that happens we will allow the recipient of the gift to return the goods within a month of us originally dispatching them. We can only refund the person who bought them.
What happens if we send you the wrong product
We hope it does not happen often but occasionally we do make mistakes and send out the wrong size or the wrong colour or the right order to the wrong person. If that happens, please accept our apologies and let us know straightaway. We will do our best to put things right as soon as possible, at our expense.
Similarly if we have obviously mis-described something on our website, then that is our fault and we will rectify the situation straightaway at our expense. Please note however that we can not guarantee that the colours in our pictures are 100% faithful. Reds, especially, may come out slightly different when viewed on different screens. We also can not guarantee the sizing. Age recommendations are only a guide. For example although a garment may be described as being for a 5 year old that does not mean that it will fit all five year-olds. There is also a considerable difference in sizing between brands. For instance our Swedish and Dutch suppliers may assume that children of a certain age are taller than would our English suppliers.
What happens if a product is faulty or develops faults
Under the Consumer Rights Act, the goods we sell you must be:
As described (please see above)
Of satisfactory quality
Fit for purpose (please see above)
And must last a reasonable length of time
Please tell us straightaway if something arrives faulty or develops a fault. As soon we get it back, we will refund you your purchase price, as well as the delivery cost, together with the cost you incur sending the goods back to us. We like to think that we sell quality clothes and toys and it does make us very unhappy if it turns out we have sold you something defective. Fortunately our suppliers have the same attitude. However please do not contact them directly as it is our job to put things right with you.
Exactly what constitutes ‘reasonable length of time’ is open to interpretation. It depends on the nature of the problem, whether it is a manufacturing or design fault, and how much the clothes have been worn. For example if a seam came undone after three months of normal wear, then we would take the garment back. However if a little boy went through the knees of his favourite trousers in a year, we would probably think that that is a reasonable length of time. Sadly clothes do wear out, colours fade and fluffy fleeces lose their fluffiness over time but we would like to think that ours should last longer than those you might buy off a market stall for example. Please note though that we do expect you to look after the clothes. For instance if you wash a garment on too hot a wash, it is not unreasonable that the garment might fade or shrink.
Please note our liability for losses you suffer if an item is faulty is limited to the purchase price of the goods, We are not responsible for indirect losses you may suffer as a side effect of the main loss.