Customer Service

Shipping & Delivery

Kidsaw aims to deliver all goods within 48 hours, however, this time frame depends on the products ordered and your customers location. All goods will be sent to the shipment address supplied on your order, if this information is incorrect and your product(s) has/have already been sent, a reshipping charge will be incurred as deliveries can't be rerouted once in transit.

Kidsaw will supply tracking information for every order.

Privacy & Security

All credit / debit card payments are processed off-site by Barclays UTP. The Kidsaw website holds no financial information except for transaction ID’s which are used to link payments to orders.

The Kidsaw website is 100% PCI compliant.

Returns & Replacements

Collections will only be arranged once Kidsaw has received pictures (via email) of the product(s) in its/their original packaging. It is up to you (our supplier) and your customer to make sure the goods are returned in the state they arrived in, for example, if a bed arrives with minor damage but incurs more on the way back to Kidsaw due to the way it has been repacked, we hold the right to refund only 10 to 50% of the product price back to you (our supplier).

Please make sure your customer checks over their product(s) upon receipt. Kidsaw uses the UK minimum law. Your customer has 14 days after the day of delivery to notify you (our supplier), and 14 days after notification are entitled to a replacement, return or missing parts.

If your customer has notified you and they have received a damaged product, please let Kidsaw know as soon as possible via email or phone. To speed things up, have your customer take pictures of the damage and include part numbers from the products instructions. Upon receiving these, Kidsaw will provide replacement parts or a whole new product (depending on damage).

If your customer has changed their mind about an order and they want to return it, Kidsaw can arrange for this to happen, as long as it is within the 30 days from after the day they received it. The return cost will be the same as the original delivery cost, or you can use your own courier to get the product(s) back to Kidsaw. If your customer has cancelled an order while it is in transport, you can inform them to refuse the goods at the door, however, in this event Kidsaw will only refund the product(s) price and not the delivery cost to you (our supplier).

If a product(s) packaging appears damaged upon arrival, it is best for your customer refuse the product(s) at the door and have them or yourselves (our supplier) to notify Kidsaw by email or phone. If the product(s) is/are still wanted, Kidsaw will send out a replacement as soon as we can see that the damaged one is on its way back to us.

Ordering

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

Orders are delivered Monday to Friday only.

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 information is correct before ordering, especially addresses. If we have shipped goods and an address is wrong, fees will be incurred to reship the parcel(s).

This page was last updated: 08/10/2018.

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Payment Icons © 2018 by Kidsaw Ltd, 47-55 Northgate St, Leicester, Leicestershire LE3 5BZ, United Kingdom. All rights reserved. Tel: 0116 2519551.