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. We are currently dispatching orders within 24 hours (Mon-Fri).
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 codes 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 Recircling?
There are two ways of sending us clothes. You can either print out a pre-paid shipping label at home and use your won bag or we can send you a Kidclo Bag with pre-paid shipping in exchange for a deposit. For more details check out our Recircle with Kidclo page. No items you send us are returned.
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.
When and how will I get my voucher?
Vouchers are issued as soon as we have received and processed your bag to the email address you have provided to us. You can pass a voucher onto a friend and vouchers are never redeemable for cash.
What clothes do you accept for Recircling?
We recircle children’s clothing age newborn to 12 years in age. We don’t accept 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 recircle shoes that are in fantastic condition.
What brands are 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.
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.