How can we help?
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 on our Chat if you do not receive your tracking number or are worried about the tracking that is showing for your order.
- Can I leave items in my shopping bag and are they reserved?
If you have an account with us and you are shopping after you logged in, the items will stay in your shopping bag after you log out. However, please note that this does not mean that the items have been reserved for you. Until you check out, the products are visible to all customers and available for purchase by anyone.
- Can I reserve an item and order it later?
- Do you offer gift wrapping?
Yes, we offer a Gift Wrap service using our signature boxes that have been created using sustainable and recyclable materials. You can see an example of our gift wrap below.
You can simply click to add Gift Wrap in your Shopping Bag, select the items you want gift wrapped together and add your personal message.
- Can you give me information on pre-orders
What is a Pre-Order?
A pre-order allows you to purchase a new season product before it is available in stock at Childrensalon. By placing a pre-order you secure stock for your item before it sells out.Who Can Place a Pre-Order?
Pre-orders are available to Childrensalon Rewards customers at the Diamond level. If you are not yet a Diamond-level member, you can continue shopping our available collections or sign up for Childrensalon Rewards to unlock the benefits.How to Place a Pre-Order
Pre-order items are clearly marked in the Coming Soon section of our website. Add the item to your basket and proceed through checkout as usual. Payment is processed at the time of checkout. Once your item arrives in our warehouse, we will dispatch it to you as soon as possible.Editing or Cancelling Pre-Orders
If you need to change the size or cancel your pre-order, please contact us as soon as possible. We will do our best to help but changes may not be possible once the item is ready for dispatch.Pre-Order Delivery Timeframe
Expected delivery dates are displayed on the product page. These dates are estimates and may be subject to change due to supplier or shipping delays. If your order includes multiple pre-order items, they may be shipped separately.Pre-Orders Returns and Exchanges
Our standard returns policy applies to pre-ordered items. You can return your order within 21 days of receiving it, provided it is in original condition with all tags attached. For exchanges, please follow our standard exchange process. - I have not received an order confirmation, what should I do?
We send an email confirmation for every order immediately after placing. If you do not receive it please check your spam/bulk folder and if you still cannot find it, please message us.
You have an account with us, please log in to your account to view your order and to check if your contact details are showing correctly.
- Can I make changes to my order?
We aim to send out your order very quickly which means there is only a short window in which changes can be made.
You can view your order in your account immediately after placing and will see the option to “pause” or “cancel” it at the bottom of the page for a short while. If the order has already progressed, you can use the “Message Us” button to contact us and we will do our best to help you with any amendments.
- 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.
- Can I combine orders from Childrensalon and Childrensalon Outlet?
Unfortunately, no, Childrensalon and Childrensalon Outlet orders cannot be combined.
