FAQ

We will send you an email to confirm your order. You should receive this confirmation via email as soon as your payment goes through which can be within 15mins or more of placing your order. For registered customers, you can log into your account and view your order along with any information that has been left for you.

For items that have been incorrectly sent or faulty, please contact us via email or use the contact form on our website and we will be able to advise on what to do regarding this..

Our returns time is within 14 days but if there is a problem within the time frame of you not being able to return the item, please do not hesitate to contact us so we can try and find a solution to this.

Do I need returns number?

Yes, you do need a return number. This is to ensure your returns has been authorised as return details are recorded against this number.

At Kids Palace, we accept British pounds as the only payment currency but we have a link to some currency converter that gives you an idea of the cost of the items.

We will send you shipping details once your order has been sent. All orders sent from us have a tracking number which we will email to you. This confirms your order has been shipped with delivery information.

If you do not receive any shipping details, kindly contact us via email: shipping@kidspalace.co.uk or use our contact form.

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 link by clicking here.

It is easy and once your account is set up, you have your account you can:

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

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 with your name and correct email, we will solve the problem for you.

Forgotten password 

If you have forgotten your password enter your email address and your password will be emailed to you.

Please check your spam / junk folder if you have not received a new password within 2 hours. 

Alternatively, you can email us with your name and email, we will reset your password for you.

If after placing your order, you discovered the delivery address has been entered incorrectly, kindly let us know immediately so we can make amendments. Understand that once items have been dispatched, we won’t be able to cancel the order nor change the delivery address. It is the responsibility of the customer to ensure correct information are provided at the time of placing the order

Your billing address must match the address that your bank sends credit card statements to. Your bank statement will have your name and address on which must match your bank or credit card. We advise that you ensure these details match because your bank can ask us to verify the address that your card is registered. This is for security measures.

For registered account customers, items you placed in your shopping cart remains, even if you logout but we cannot guarantee reservation of your items until checkout process has taken place. This means, your item can still be purchased by another customer.

Our payment system is processed via paypal which is one of the leading online secure payment system. Every order you placed is confirmed by an automated email detailing your purchase.

What currencies do you accept?

At kids palace, we accept British pounds as the only payment currency but we have a link to some currency converter that gives you an idea of the cost of the items.

What payment method do you accept?

We accept the following major credit and debit cards: visa, mastercard, visa electron, maestro and delta. We also accept bank transfers but orders via this method will not be processed until the money has cleared in your account.