Customer Service

Shipping & Delivery

We aim to deliver all goods within 72 hours, however, this time frame depends on the items ordered and your location. All goods will be sent to the address supplied on your order, if this information is incorrect and your item(s) has/have already been sent, a reshipping charge will be incurred as deliveries can't be rerouted once in transit. We supply tracking information with each order.

When ordering from these post codes or locations extra postage costs may be incurred - DG, TD, EH, ML, KA 1 to 26, G, IV, KW, AB, PH, DD, PA, FK, KY or these locations Channel Islands, Isle of Wight, Isle of Man, Scilly Isles, Scottish Highlands, Scottish Islands, Northern Ireland. We will notify you by email if we need to charge more for postage and we will give you the following options: pay the extra postage or cancel the order. The cost will vary depending on how many items have been ordered.

Most of our products can ship to the European countries listed at checkout, however, certain items may incur additional charges (such as our single beds, big chairs and more). If this is the case, or if there are any other problems we will notify you by email.

Privacy & Security

All credit / debit card payments are processed manually by Kidsaw using an onsite Barclay Card terminal. We also accept PayPal which gives you an extra layer of protection and is the fastest way to checkout.

Our website is 100% PCI compliant.

If paying by credit or debit card, Kidsaw will need to contact you to obtain the 3 digits off the back (CVN Number) as we process these manually. For a faster checkout please use PayPal.

Returns & Replacements

If you receive a damaged item, please notify us within 72 hours with pictures of the damage and part numbers from the instructions as this will help us resolve your problem faster. Upon receiving these we will then provide replacement parts or a whole new product (depending on damage).

If you have changed your mind about an order, you have 14 days from the time the order is placed to return the item(s) back to us. If you have taken receipt of the goods then it is up to you to get the item(s) back to us (provided the item is in its original packaging).

If the product(s) packaging appears damaged upon arrival, it is best to turn the products away and notify us by email or phone. We will send out a replacement as soon as we receive the damaged one back.

Ordering

As soon as your order is placed we will process it within 1 working day (excluding bank holidays). Please make sure you have up to date contact information on your account as we will try to phone and email you if there are any problems.

Orders are delivered Monday to Friday only. Weekend delivery can be arranged at an added cost to yourself, usually around £20 extra.

Payment, Pricing & Promotions

When ordering items online we offer various ways to pay, which are outlined below:

  • Credit / Debit Card
  • Paypal
  • Over the phone
  • Cash on collection, if local

From time to time we may have promotions on some of our items. To be in the loop of when this happens, we recommend you sign up to our newsletter as this will be the first form of contact to our customers when they go live.

Viewing Orders

Your orders are viewable from the ‘My Orders’ option on the left hand side under the ‘My Account’ section.

After we have processed your order, it may still say ‘Processing’ on the order status, however if you click ‘View Order’ to right hand side of this then ‘Track your order’ a popup window will open with the tracking information.

Updating Account Information

Please make sure all of your information is correct before ordering, especially your address. If we have shipped your items and your address is wrong, fees will be incurred to reship the parcel(s).