Customer Services

We have a team of hard working and efficient staff in our office who are ready to take your phone call Monday to Friday between the hours of 9.00 am to 6.00 pm. To save you the cost of a phone call we have some of our most commonly asked questions listed below.

What are your delivery charges?

Our standard delivery charges are as follows:

Orders under £200.00 - £4.95
Orders over £200.00 - Free Delivery

Please note that where applicable, our current delivery costs apply to deliveries to the UK Mainland only. Very rarely there may also be additional charges for the delivery of certain products to addresses in the Scottish Highlands and the north of Scotland. In the unlikely event of there being an additional charge we will contact you to discuss your options. We do offer a delivery service to Northern Ireland, The Republic of Ireland and various European countries for a large selection of our products. Please call us to discuss these costs as they will vary widely depending on the products you wish to purchase. We hope to widen our delivery service in the near future so please keep visiting the site for changes.

What is your order cancellation & returns policy?

We want you to be happy with the items you purchase from Kids Rooms Ltd. It is therefore important for you as a consumer to understand your rights and where and when the contract of sale between yourselves and Kids Rooms Ltd begins.  When you place an order either through our website, by telephone, by post or by fax you will receive an order confirmation email or a written order confirmation of your order in the post. Our contract with you starts from the date and time you receive this order confirmation.

1.1 You have the right to cancel your order at any time before the delivery of your order by e-mailing us at sales@kidsrooms.co.uk or phoning us on +44 (0)2380 675941.

1.2 In the event of you cancelling your order before receipt of your order we will issue you a refund for the total value of your order including any postage and packaging charges. We will refund you within 30 days of the cancellation of your order.

1.3 Once you receive your order you have 7 working days (so not including Saturdays, Sundays and public holidays) to decide if you wish to return it. The 7 days start from the day after you receive the goods. If you decide you would like to return the goods, the goods need to be returned to us at your own cost and it is your responsibility that the items reach us safely. Alternatively we can arrange to collect the goods from a specified address and the direct costs of this collection will be deducted from your refund. If the goods are returned in perfect condition and with their original packaging we will issue you with a full refund minus any direct costs associated with the postage and packaging. Please note that the goods returned to us must be in a resalable format and we unconditionally reserve the right not to refund you if the goods are not returned in a suitable condition. We will refund you within 30 days of the return of your order.

1.4 We regret that we do not accept returns on personalised or made to order products unless faulty. In the event of your goods being faulty the terms in item 2.4 apply.

1.5 For reasons of hygiene we do not accept returns of certain products once the packaging has been opened unless faulty (for example, mattresses). In the event of your goods being faulty the terms in item 2.4 apply.

1.6 If upon receipt of delivery you find that your goods are faulty, incorrect, missing parts or have been damaged in transit, please notify us immediately by writing to us, e-mailing sales@kidsrooms.co.uk or phoning us on +44 (0)2380 675941. You have 7 days to notify us of any issues from the date of delivery.

Our policy is to offer to repair, replace (at our own cost) or refund your purchase. In the event of the damaged goods being part of a discontinued product line we will offer you an exchange or refund. We regret that we cannot be held liable to repair, replace or refund goods that have been damaged during the assembly of the products, or that have been altered or repaired in any way. We also cannot be held liable to repair, replace or refund goods that have been the subject of any damage or accident resulting from a negligent, wilful or innocent act or omission of the customer, or through use that is not in accordance with the manufacturer’s instructions. We strongly recommend against the use of power tools during the assembly process. In all cases where damaged products are reported to us, the items need to be returned to our offices unused. We will arrange a suitable date with you for our delivery company to collect the items at our own cost. In the unlikely event that your items have a defect, e.g. missing parts, please advise us so we can arrange a dispatch of replacement parts to you as soon as possible. Delivery times for replacement parts vary depending on the product but if they are held in stock they will be sent out on our next working-day-delivery service at our own cost.

Do you have any Guarantees on your products?

We sell a wide range of products from a variety of manufacturers, most of which provide guarantees for their products. The guarantees on our products are free and do not cost you anything extra. Depending on the product our guarantees can cover you for manufacturer defects in material and/or workmanship.

If you would like any more information or have any questions about a guarantee on any of our products please e-mail us at sales@kidsrooms.co.uk or phone us on +44 (0)2380 675941. We are more than happy to provide written confirmation of a guarantee with your purchase should the product in question come with a guarantee.

How do I track my order?

Because we offer such a wide variety of products, some of which are made to order, we work with a wide range of delivery companies. As a result we do not have an online delivery tracking system. We are in the process of working with all parties involved to make this a possibility and hope to offer this to our customers in the near future.

We do however have an enthusiatic team of staff ready to answer you telephone call should you have any questions relating to the status of your order. If you have any questions relating to the delivery of an order please call us on +44 (0)2380 675941 or email us on sales@kidsrooms.co.uk and quote your order or invoice number.

Do you have any catalogues you can send me?

We unfortunately do not currently have a printed catalogue of all our products.

We do however have catalogues from a large number of our suppliers and we are more than happy to post them out to you. If you wish us to send you some brochures please email us at sales@kidsrooms.co.uk your postal address with some examples of the products you are interested in. We always aim to send out brochures within 48 hours of receipt of your email.