How can we help?
Returns and Refunds
- What's your return policy?
We are happy to refund any items within 21 days from date of arrival that meet our guidelines (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.
- When trying items on, please ensure they do not come in contact with perfumes, sprays, creams or other chemicals. Please try on shoes on a soft clean surface. Lingerie and swimwear must only be tried on over underwear.
- Hosiery, lingerie and swimwear items must be returned with the hygiene seals attached (if applicable).
- Shoes must be in their original, undamaged box as it is considered part of the item.
- Please keep away items from animals and pets as they may become soiled with pet hair etc.
- Please note that toiletries and personalised items are non-returnable unless faulty.
- For hygienic reasons we do not accept returns for face masks or earrings unless faulty.
- Gift boxes are non-refundable. Please enjoy and reuse the gift box you received. You can exchange or return items that you have received in a gift box. If you require a new gift box for your exchange, please contact us and you can purchase a new one.
Unfortunately, we will not accept any returns that have been worn, used or are soiled or damaged. We can also not accept returns of items as faulty if they have not been treated as instructed in the garment care label.
All returns are carefully checked upon arrival. Those that do not meet our guidelines 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 - Custom Value £0' 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.
- 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 5 kilos) will be deducted from your refund total for this service.
- How do I arrange a return label with you? (Bahrain, Egypt, Jordan, Kuwait, Lebanon, Oman, Qatar, Turkey)
For a more convenient service, we can arrange a return for you through Aramex. A fee of £14 (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 return label which you need to give to Aramex together with your parcel.
Please allow at least 24 hours to request the return label for Aramex from us. The £14 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? (Saudi Arabia & UAE only)
For a more convenient service, we can arrange a return for you through Aramex. A fee of £14.00 (for up to 2 kilos) for this service will be deducted from your refund. 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. If you drop off your parcel, you need to give Aramex the return airway bill number from the label Aramex sent you in an email.
Please allow at least 24 hours to drop off your parcel with Aramex after you received the email from them. The £14 return fee is still applicable. You will be able to track the shipment with the details you received from Aramex.
- How do I arrange a return label with you? (Australia)
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. You will receive your UPS return label in separate e-mail within 48 hours.
- 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. You will receive your UPS return label in separate e-mail within 48 hours.
- How do I arrange a return label with you? (Europe)
For some European countries we offer a more convenient service where we can arrange a return for you through DHL. A fee (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.
Please see the list of countries and prices.
Austria - £15
Belgium - £12
Bulgaria - £15
Croatia - £15
Czech Republic - £15
Denmark - £15
Estonia - £15
Finland - £15
France - £12
Germany - £12
Greece - £15
Hungary - £15
Ireland - £12
Italy - £15
Latvia - £15
Lithuania - £15
Luxembourg - £12
Malta - £15
Netherlands - £12
Poland - £15
Portugal - £15
Romania - £15
Slovakia - £15
Slovenia - £15
Spain - £15 - What is your return 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 via Bank Transfer or Payment on Delivery, 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 return 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.
- Some of the costs and taxes charged on your order may not be refundable, i.e. charges and taxes on services such as gift wrap and delivery.
