We’re here to help. These are the most common questions from our customers. If you have any other questions, please contact us.
Due to COVID-19, will there be a delay to my order?
Our warehouse is working hard to pick and pack orders as quickly as possible whilst keeping everyone safe. Once you order is despatched there may be a delay with couriers depending on your location and the severity of the virus at that time. We advise that you allow more time for your order to arrive than normal.
What payment methods do you accept?
We accept a range of credit / debit cards including Visa, MasterCard and American Express as well as PayPal and Apple Pay. If you have any problems with your order please contact us.
Where do I enter promotion / discount codes?
From time to time we offer our community promotional codes. You can use these codes at the checkout stage. If you're having problems applying the code it's best to double check the terms of the promotional code and that they work with the items in your cart.
Can I use multiple promotional code on an order?
You can only use one code per order. If you have multiple codes we suggest you use the best one available.
How do I track my order?
Please refer to your tracking number on your order confirmation for parcel tracking.
What do I do if my order is incorrect or damaged?
We'll sort it out for you as soon as we can. Please take a look at the returns and refunds policy for more details.
Can I return items?
Yes. Please take a look at our returns and refunds policy.
Is all the clothing clean?
Yes, sure it is! Every item of clothing passes through our six-stage process which includes a professional cleaning process.
Do you have international shipping?
Sorry. We currently don’t ship internationally. We only ship within the UK (for now!).
I love kidclo. How can I help the kidclo community?
The easiest way to help is to become an ambassador and promote Kidclo in your local area. Just email us firstname.lastname@example.org to let us know you are interested. All ambassadors get special Kidclo discounts.
What's the process for selling?
Please take a look at our selling page for more information on how to sell your clothes.
How do charity donations work?
We're currently building a module to automate donations. For now, we will return any funds to you so you can donate to your chosen charity yourself (quick reminder to claim 'gift aid' which increases the value of your donations by 25%). We love to measure our impact so please keep us in the loop and let us know which charity you select on the clear-out-bag form.
How do I sign up to sell my children’s clothing?
Use the form on the selling page ‘Get Started’. Register and you can either generate your own pre-paid (free) shipping label to send us clothes or request a Kidclo clear-out-bag also with pre-paid (free shipping) and we’ll send that out to you the next day.
Where can I find a Collect+ location?
You can find a collect plus location by using this store locator.
What if I have more clothes that can fit in one clear-out-bag?
You can send your items in your own bag or box (up to 10kg) by printing another pre-paid postage label or just get in contact with us to request another clear-out-bag. If you have over 20kg of clothing, please get in touch and we'll arrange a special collection.
How much will I get for the items I sell?
Check out the selling details. You’ll get 33% of the sales proceeds. To get an indication of item pricing, please check out the site for similar listings. Pricing can be adjusted based on market demand at any time and no pricing is guaranteed. We competitively price each of your items based on condition and desirability. Items that go into messy play child bundles (2-12 Years) sell at £1 per item and for baby messy play bundles (0-2 years) sell at £0.75 per item.
When and how will I get paid?
Payouts to sellers are made on the month-end that falls two weeks after the sale of an item. This is to allow for any returns and refunds. We will transfer funds using PayPal to the email address you used to sign up for selling clothes. If you don’t have a PayPal account you can get one here.
What happens if my item/s don’t sell?
If your items are not sold within 6 months you can request that they are returned to you. Items that go into our recycling programme or messy play bundles cannot be returned.
Please contact us email@example.com to request clothing it returned. There is a £12.50 fee for return of items.
What clothes do you sell?
We sell children’s clothing age newborn to 12 years in age. We don’t sell underwear, tights very heavily worn or damaged items and all items must have their size and washing labels attached. We always prefer high-end high street and designer clothing as supermarket and fast-fashion brands have limited resale value. We will only sell shoes that are in fantastic condition.
What brands sell best?
The following brands are recommended for sale: Boden, Frugi, JoJo Maman Bebe, Bonpoint, Trotters, Petit Bateau, White Company, Ted Baker, Polarn O.Pyret, Mayoral, Ralph Lauren, Hilfiger, Boss, Gucci and other high-end high street and authentic designer brands.
What are messy play bundles?
Any fast-fashion and supermarket branded items such as Primark, H&M, Disney, Tu and George we receive will most likely end up in messy play bundles as they have limited resale value as individual items. Messy play bundles are a surprise selection of items. As a seller you will be paid out on a pro-rata basis.
What items go into the recycling programme?
If you send us underwear, tights, very heavily worn or damaged items or clothing that does not have their size and washing labels we will automatically add these to our recycling programme. These items cannot be returned.