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FAQ's

Deliveries

To which countries do you ship to? How long is your delivery time?

We deliver worldwide. For details of available options and costs please visit our delivery and returns page.

https://www.childrensalonoutlet.com/delivery-returns/

Please note that for heavy items the delivery charge may increase.

Is the delivery fee per item or per order?

The delivery fees we quote are per order and not per item.

Please note that for heavy items the delivery charge may increase.

Do I have to pay duties and taxes?

Delivering within the European Union (EU)

Where applicable, VAT is included in the price of the product and you will clearly see it in your shopping bag when you check out.

Delivering outside the European Union

For some countries outside the European Union, you might be asked to pay import duties when receiving the order. 

Delivery to certain countries may incur customs duties and in some cases also government taxes. Kindly note that the payment is your responsibility. For certain countries, we offer a quick and seamless service where you have the option to pay the import fees and any government taxes upfront at the checkout. See the list of countries here where this service is available.

AUSTRALIA

For orders under 1000 AUD, there is a mandatory 10% Australian GST which is automatically added to your shopping bag.

For any orders over 1000 AUD, you have the option to send your order “Import and Duties Paid”, where you can select to pay any duties and taxes at the checkout, which will be calculated based on the value of your order.

Alternatively, you can select taxes to be removed from your order so that when the order arrives in the country, any duty and taxes will need to be paid to the customs office before the order is released to you. Please note, this may delay your order.

SAUDI ARABIA

For orders under 1000 SAR, there is a mandatory 5% KSA GST which is automatically added to your shopping bag.

For any orders over 1000 SAR, you have the option to send your order “Import and Duties Paid”, where you can select to pay any duties and taxes at the checkout, which will be calculated based on the value of your order.

Alternatively, you can select taxes to be removed from your order so that when the order arrives in the country, any duty and taxes will need to be paid to the customs office before the order is released to you. Please note, this may delay your order.

UNITED ARAB EMIRATES

For orders under 1000 AED, there is a mandatory 5% UAE GST which is automatically added to your shopping bag

For any orders over 1000 AED, you have the option to send your order “Import and Duties Paid”, where you can select to pay any duties and taxes at the checkout, which will be calculated based on the value of your order.

Alternatively, you can select taxes to be removed from your order so that when the order arrives in the country, any duty and taxes will need to be paid to the customs office before the order is released to you. Please note, this may delay your order.

Where is my parcel?

Once your order has been shipped, you will receive an email with your tracking number so that you can check progress with the relevant courier. Please contact us by phone or via email if you do not receive your tracking number or are worried about the tracking that is showing for your order.

Returns and Refunds

What's your return policy?

We are happy to refund any item (including sale items) within 21 days from date of arrival, if for any reason you change your mind (subject to our terms and conditions).

Please make sure your items are returned new, unused and with its original packaging and designer garment tags still attached. We cannot accept returns of items as faulty if they have not been treated as instructed in the garment care label. Unfortunately returns that do not meet our guidelines cannot be accepted and will be shipped back to you.

Note: We cannot accept returns that are shipped to us using Fedex or TNT.

How do I raise a return? (UK)

Please fill in the returns form enclosed with your order (or download here) and stick your pre-paid Royal Mail address label on your parcel. If you require a new label, please click here. We recommend you pop it into the Post Office for tracking and proof of delivery - this is completely free.

Package your items carefully, with each item in its original perfect condition and all labels attached (including hangers).

Shoes must be in their original, undamaged box as it is considered part of the item. Please do not use the shoe box as protective packaging.

If your return parcel is over 2kg, please contact us to arrange your return.

How do I raise a return? (International)

Please fill in the returns form enclosed with your order (or download here) and stick the address label on the parcel.

Package your items carefully, with each item in its original perfect condition and all labels attached (including hangers). Shoes must be in their original, undamaged box as it is considered part of the item. Please do not use the shoe box as protective packaging.

Remember to label your parcel 'Returned Unwanted GB Merchandise' to avoid import duties.

Kindly note that international customers are responsible for the cost of returns. For some countries we can provide a competitively priced return service. For more information please contact us on the phone or via email .

Can I return and exchange items?

You can return any items for a refund. However, Childrensalon Outlet does not offer any exchanges.

Can I arrange for a return to be collected from my house? (UK only)

We offer free returns but if you prefer a more convenient service, we can arrange for your item to be collected and returned to us. A fee of £5 (for parcels up to 2 kilos) will be deducted from your refund total for this service.

How do I arrange a return label with you? (Middle East but not Oman)

For a more convenient service, we can arrange a return for you through Aramex. A fee of £10 (for up to 2 kilos) will be deducted from your order total for this service. It can take Aramex up to 5 working days to contact you for the pickup and it may be longer during very busy periods.

Alternatively, you can take your return to your local Aramex office. Please contact us for your SRN number which you need to give to Aramex together with your parcel. Please allow at least 24 hours to request the SRN number for Aramex from us. The £10 return fee is still applicable. You will be able to track the shipment with the details provided by Aramex.

How do I arrange a return label with you? (AUS)

For a more convenient service, we can arrange a return for you through UPS. A fee of £24 (for up to 2 kilos) will be deducted from your order total for this service. You can request this service through your Childrensalon account when raising a return.

How do I arrange a return label with you? (USA)

For a more convenient service, we can arrange a return for you through UPS. A fee of $16.30 (for up to 2 kilos) will be deducted from your order total for this service. You can request this service through your Childrensalon account when raising a return.

What is your returns address?

Childrensalon Outlet, Returns Department, 27 Decimus Park, Kingstanding Way, Tunbridge Wells, Kent, TN2 3GP, United Kingdom

How long does it take for my return to be processed?

We aim to process all returns within 7 business days of receiving your parcel. Please note that items must meet our return policy. We will send you an email to confirm that the funds have been refunded. The details of your return and refund will also be posted to your account.

Please note it can take a few more days for your bank to complete the refund for the funds to show in your account, depending on their processing time.

For orders paid with Bank Transfer, we are only able to offer a refund in store credit.

Why have I not been refunded for my return?

Please note that we can only issue refunds for items that are returned new, unused and with its original packaging and designer garment tags still attached. Returns that do not meet our policy will not be accepted and will be sent back to you without receiving a refund.

We also cannot accept returns of items as faulty if they have not been treated as instructed in the garment care label and consequently been damaged as a result.

Why is the amount I have been refunded for my return different to the amount I originally paid for the item?

There may be several reasons why the amount may be different:

  • If you have instructed us to arrange a return service for you, the amount for this service will be deducted from your refund amount.
  • Also, your bank converts the refund amount into your local currency.
  • Your bank might use a different exchange rate than it used when you paid for the item and it might also charge a transaction fee for a foreign currency transaction.

Your Account

How do I create an account?

If it is the first time you are shopping with us, you will be asked to set up an account. To do so, please follow the registration form by clicking here.

It is easy and free and once you have your account you can:

  • Check your new and previous orders
  • Request returns
  • Update your personal information
  • Change your password

I can't log into my account

This usually happens for two reasons:

Incorrect email

If you have entered your email address incorrectly when creating an account, you will not receive a confirmation email and consequently, your correct details will not be recognised next time you try to sign in. If you think this might be the case, please email us or contact us by phone with your name and email and we will solve the problem for you.

Forgotten password

If you have forgotten your password enter your email address here and your password will be emailed to you. Please check your junk/spam folder if you haven't received it in 2 hours. Alternatively, you can email us or contact us by phone with your name and email and we will reset your password for you.

Orders

How do I track my order?

Once your order has been shipped, you will receive an email with your tracking number so that you can check progress with the relevant courier. Please contact us by phone or email us if you do not receive your tracking number or are worried about the tracking that is showing for your order.

Do you offer gift wrapping?

Unfortunately, we do not offer gift wrapping.

What currencies do you accept?

Childrensalon currently accepts payment in:

  • British Pound (GBP)
  • U.S. Dollar (USD)
  • Euro (EUR)

You can view the price of your items in the following currencies by changing the currency at the top of our website.

Argentine Peso (ARS) Japanese Yen (JPY)
Australian Dollar (AUD) Kuwaiti Dinar (KWD)
Azerbaijani Manat (AZN) Mexican Peso (MXN)
Bahraini Dinar (BHD) New Zealand Dollar (NZD)
Brazilian Real (BRL) Norwegian Krone (NOK)
Brunei Dollar (BND) Omani Rial (OMR)
Canadian Dollar (CAD) Qatari Riyal (QAR)
Chinese Yuan Renminbi (CNY) Russian Ruble (RUB)
Costa Rican Colón (CRC) Saudi Riyal (SAR)
Danish Krone (DKK) Singapore Dollars (SGD)
Egyptian Pound (EGP) South Africa Rand (ZAR)
Euro (EUR) South Korea Won (KRW)
Hong Kong Dollar (HKD) Swedish Krona (SEK)
Hungarian Forint (HUF) Swiss Francs (CHF)
Icelandic Króna (ISK) UK Pound (GBP)
India Rupees (INR) US Dollar (USD)
Israeli New Sheqel (ILS) UAE Dirhams (AED)

Please note that the final price might be slightly different, depending on the conversion rate that your bank will apply when charging your card.

What payment methods do you accept?

We currently accept most major credit and debit cards:

  • American Express
  • Visa
  • Master Card

We also accept:

  • PayPal
  • Bank Transfers Please contact us for more details, note that in case of a return we can only refund to store credit.
  • Cash on Delivery available countries and rules:
    • Max purchase value £770 / $1000
    • Cash on Delivery option is available for customers residing in Saudi Arabia, Kuwait and Bahrain, UAE and Qatar and can only be accepted in either the local currency or US Dollars
    • This service is provided only by Aramex and there is an extra charge of £4.50 / $5.85
    • Orders with a value equivalent to 1000 SAR will require a proof of ID prior to shipping for Saudi Arabia
    • All products paid by Cash on Delivery can only be refunded as Store Credit points back to your account. No cash will exchange hands with any Aramex representatives. We are unable to exchange items or refund in cash.
    • Cash on Delivery orders cannot be combined.
    • Cash on Delivery option will be removed from your account if you fail to collect your order or if you decide to cancel after the order has been dispatched.
    • Please note that exchange is not allowed for Cash on Delivery orders. However, we can reserve the items until we receive the return.

Please note we do not accept cheques or Western Union payments.

How do I know you have received my order?

We send an email confirmation for every order and it should be with you within 10 minutes. If you do not receive it please check your spam/junk folder and if you still cannot find it, please contact us.

If you are a registered customer, you will be able to login to your account and view the status of your order and any comments or emails we have sent you.

Can I make changes to my order?

We can cancel your order any time before the order is dispatched. Unfortunately, we cannot change any items on your order. If there are items that you would like to change, your order will have to be cancelled and you will need to place a new order.

Can I change my address after placing an order?

Please let us know immediately if you have made a mistake with your address so we are able to change it for you. Once your order has been dispatched, we cannot redirect it to a different address.

  1. My accounts -> my orders -> select order -> at the bottom of the page, you'll see Customer Service. Please write a comment in here and we'll contact you.
    Please note that by adding a comment your order will be stopped, which may delay the dispatch of your order.

  2. Contact us by phone

    UK: 01892 577 777

    International: +44 1892 577 777

  3. Email info@childrensalonoutlet.com (it may take us a little longer to respond to emails, please contact us if you have not had a response within 24hours)

Please note that shipping addresses for orders placed through PayPal cannot be altered.

Can I combine orders from Childrensalon and Childrensalon Outlet?

Unfortunately, no, Childrensalon and Childrensalon Outlet orders cannot be combined.

Is it safe to order online?

We guarantee that your payment and personal data will always be kept 100% private and secure. All personal data is securely encrypted and protected with SSL (the industry standard for securing data on websites). You can confirm SSL is being used by looking for the small padlock symbol on your webpage (check the bottom or top corners). Plus, our website address will show an additional "S" after http:// when SSL is enabled and protecting your data. We never see or store your credit card number on our website; all payment cards are processed by our Bank and not by Childrensalon.

Billing and Payments

What is a billing address?

Your billing name and address are the ones that you used when registering with your bank. You can find the details on your monthly credit card or bank statements.

As a security measure your bank needs this information to be entered correctly by you. When we process your order, and charge your card, your bank asks us to verify the address that your card is registered to in order to make sure it really is you. (This is instead of entering your PIN)

What is the CVV and how do I find it?

The CVV (sometimes called the CVD or CVV2) is a feature to give you increased protection against credit card fraud online.

American Express

The CVV or Security Code is the last 4 numbers printed on the front of the card above the card account number.

Visa/Master Card

The CVV is the last 3 numbers printed on the signature strip on the back of the credit card

We may need to contact you if the details you provided appear to be incorrect. This could slightly delay the dispatch of your order.

Why is my card declined?

If your credit card has been declined it can be for a number of reasons:

  • You have written a number wrong.
  • You have written the date or security code (CVV) wrong.
  • The name and address does not match the address the Bank has on file for you.
  • Your Bank has refused it for security reasons.
  • There are not enough funds to cover the payment.

If you contact your Credit Card Provider or Bank, they will tell you why they have declined it. If you let us know that you are having problems paying, we can reserve your items for 24 hours and once you have spoken to your bank you can place the order again.

Products

Are all your products authentic?

Yes, we are an authorised retailer of all the designers we feature. All our products are sourced directly from the brands and we guarantee every item to be 100% authentic. We only sell to individuals and do not sell on to other wholesalers.

We have been in the business of children’s fashion since 1952 and have a close relationship with all of the brands we sell.

Can you give me more product and sizing information?

For more information on sizing, click on "Help with Size" on the product page. We have a size guide available for each designer. The size guide is only a guide and not a guarantee that the item will definitely fit.

If you need more help, please contact us by phone or email us.

For some products we also have more detailed measurements of the actual product available on the product page under 'Measurements'.

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