Delivery, Returns & Refunds

We want ordering from KidsKustomz to be straightforward. Here’s what to expect when your order is on its way, and how we can help if you need to return something.

Delivery

We offer free standard delivery to most UK mainland addresses.

Some remote Scottish mainland postcodes, the Scottish Highlands, Northern Ireland, the Isle of Wight and other offshore locations may require a delivery quotation. Please contact us before ordering to confirm availability and any charges. Any additional delivery cost will be agreed before you place your order.

Standard and in-stock orders

We aim to dispatch in-stock orders within 5 working days, with delivery usually taking 5–10 working days from ordering, unless a different timescale is shown on the product page.

Working days are Monday to Friday, excluding bank holidays.

Custom-built and made-to-order products

Please allow approximately 14–21 working days for delivery, unless a different timescale is agreed with you.

Timing depends on the model and customisations selected. We’ll contact you if we expect a delay.

If you need an item for a birthday or another special date, please speak to us before ordering so we can check whether your deadline is achievable.

Tracking and delivery support

We’ll email you when your order is dispatched and provide tracking details where available.

Please check your delivery address and contact details carefully. For larger deliveries, let us know about any access restrictions before ordering.

If your delivery is delayed or appears to be missing, contact us and we’ll investigate with the courier. We remain responsible for goods sent through our delivery service until they reach you or someone you have nominated to receive them.

Changed your mind?

For most standard products bought online, you can cancel your order before delivery or within 14 calendar days after the day you receive it, without giving a reason.

Once you have told us you wish to cancel, you have a further 14 calendar days to send the item back.

These rights also apply to sale items. Exceptions for genuinely personalised or custom-made goods are explained below.

To cancel, email info@kidskustomz.co.uk with a clear statement that you wish to cancel. Please include your name and order number if available. No special wording is required.

Returning your item

Please contact us for the appropriate return address before sending anything back. This does not affect your right to cancel within the time limits above.

You may inspect the product as you would in a shop. We may reduce your refund to reflect any loss in value caused by handling beyond what is necessary to establish its nature, characteristics and functioning.

Please include the supplied accessories and package everything securely. Original packaging is helpful, but is not a condition of your statutory cancellation rights.

You are responsible for the direct cost of returning an unwanted item where we informed you of this before purchase. For bulky items that cannot normally be returned by post, the return cost or a reasonable estimate will be provided before you order.

Keep proof of postage or collection.

Personalised and custom-made products

The usual change-of-mind cancellation right does not apply to goods made to your specifications or clearly personalised for you.

Where this exception applies, we will explain it before you order. Selecting standard options or ordering an item that is not held in stock does not automatically make it exempt.

Please contact us promptly if you want to change a personalised order. We’ll explain what is still possible.

Your rights if an item is faulty, damaged or not as described remain unaffected.

Faulty, damaged or incorrect items

Please contact us as soon as you discover a problem, giving your order number and a description of the issue. Photos or a short video can help us understand what has happened.

If an item appears unsafe, stop using it until the issue has been assessed.

You normally have a 30-day right to reject goods that are faulty, not as described or unfit for purpose, and receive a full refund. After this, you may be entitled to a repair or replacement and, in certain circumstances, a price reduction or refund.

We will cover reasonable return or collection costs where goods do not meet your statutory rights. We may offer replacement parts as a convenient solution, but this does not override your right to a refund where one applies.

Please report transit damage promptly. A delay in reporting it does not automatically remove your statutory rights.

Refunds

For a valid change-of-mind cancellation, we will refund you without undue delay and within 14 days of receiving the goods back or receiving evidence that you have sent them back, whichever is earlier. If we have offered to collect the goods, the deadline is 14 days after you notify us of cancellation.

Where you cancel the whole order, we also refund any standard outbound delivery charge you paid. Additional costs for a premium delivery service are not refundable under the change-of-mind rules.

For an accepted faulty-goods rejection, refunds are made without undue delay and within 14 days of agreeing you are entitled to one.

Refunds are made using the original payment method unless you expressly agree otherwise, with no refund fee.

Contact us

Email: info@kidskustomz.co.uk
Phone / WhatsApp: 07399 559661

Please include your order number where possible so we can help you more quickly.

Nothing in this policy limits your statutory consumer rights.