Customer Services

1. Delivery Information

1.1 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, including Islands. 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 and The Republic of Ireland 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.

1.2. Delivery Policy

Please read through our delivery policy carefully, as every order automatically carries with it the acceptance, on part of the customer, of the general terms and conditions set forth hereinabove.

1.2.1 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 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.

1.2.2 We attempt to deliver all orders as quickly as possible; however, lead times vary depending on the range of products you choose and whether we can deliver from stock, directly from the manufacturer or whether they are made to order. If we have the items on your order in stock, our standard delivery charge covers a UK next working-day-delivery service.

1.2.3 Our standard delivery service covers Monday to Friday deliveries and excludes Saturday deliveries. We can arrange for a delivery of certain items of furniture on a Saturday, but these are charged at an additional cost to our standard delivery charge. Please contact us for information on our costs for Saturday deliveries.

1.2.4 For all large furniture orders over the value of £250.00, which may include items such as a bed, wardrobe or chest of drawers, you need to notify us of any access constraints that may hinder or affect delivery. Typical constraints may include narrow passages, stairways, low ceilings and unusual doorways. It is the customer’s responsibility to check that the furniture can pass through doorways and stairways. Certain ranges of furniture come fully assembled; however, if you are unsure about access we do offer a service which the furniture comes unassembled. If you live in a flat, please advise us which floor you live on and if there are usable lift facilities in your building. You must notify us of any of these constraints, within 7 working days of receipt of your order confirmation and our terms and conditions. If your delivery is refused by our home delivery company or any 3rd party delivery company acting on our behalf for any of the aforementioned issues, we reserve the right to charge you a redelivery fee of £100.00.

1.2.5 The delivery of your order will require a signature from yourself on receipt of the order from our delivery company. You may request on the delivery page of our checkout process on our website that our delivery company leaves your order with a neighbour if you are not at home. You may also request that our delivery company leaves your order in a safe place on your property if you are not home. Please note that in both circumstances where you are not present to sign for your order and your order is either left with a neighbour or in a safe place on your property, under your instruction, this would be done at the customers risk. In some cases where your order is for large items of furniture such as as a bed, wardrobe or chest of drawers your order will require a signature from yourself, a family member or friend at the point of delivery.

2. Track your 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 enthusiastic team of staff ready to answer your 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.

3. Cancellations & Returns

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.

Every order automatically carries with it the acceptance, on the part of the customer, of our general terms and conditions, which comply with the United Kingdom's Distance Selling Regulations, set forth below. These conditions do not affect or jeopardise your statutory rights.

3.1 Cancellation Policy

3.1.1 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.

3.1.2 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.

3.2 Returns Policy

3.2.1 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.

3.2.2 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 3.2.4 apply.

3.2.3 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 3.2.4 apply.

3.2.4 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, willful 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.

3.2.5 In the event of you needing to arrange a collection for the return of a product through Kids Rooms Ltd or any courier company acting on our behalf the collection will need to be made by contacting our customer service team on 02380675941 or emailing them at sales@kidsrooms.co.uk. You will be provided with a cost for the collection and a date, convenient to yourself, on which the collection will take place.

Please note that if you are not present on the date agreed with us at the address provided for the collection and our courier company reports to us a failed collection you will get charged the original quoted collection fee again.