How can we help?
Returns and Refund
- 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):
We are offering an extended returns policy for the festive season. All items that meet our returns policy purchased from 1 November 2024 can be returned for a refund or exchange until 15 January 2025.
- 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?
You can find information on how to return items to us by visiting our returns & delivery page where you can select your return country from the drop down menu to see all relevant details.
- Can I arrange for a return to be collected from my house?
Yes, we do offer a return collection service for many countries. You can check if this service is available to you by visiting our returns & delivery page where you can select your return country from the drop down menu to see all available returns options.
- What is your return address?
Childrensalon, Returns Department, 22 Decimus Park, Kingstanding Way, Tunbridge Wells, Kent, TN2 3GP, United Kingdom
- Can I return and exchange items?
You can find information on how to return and exchange items by visiting our returns & delivery page where you can select your return country from the drop down menu to see all relevant details.
- How long does it take for my return to be processed?
We aim to process all returns within 5 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 or exchanged. The details of your return and refund will also be posted to your account. Customers returning from Canada, Singapore, Japan, Switzerland and Hong Kong can also track their returns progress in their account.
Please note it may take a few days for your bank to process the refund and for it to appear back in your account.
For orders paid with Bank Transfer, we are only able to offer a product exchange or refund in store credit. For orders paid via Payment on Delivery we are able to offer refunds in store credit only.
- 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.
- 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.
- The item I bought is now on sale, can you refund me the difference?
Unfortunately, we are unable to refund the price difference if an item has been reduced after the order has been placed.
