Frequently Asked Questions (FAQ's)
Is it safe to order online and are my payment details secure?
Payments are 100% private and secure. All your information is protected behind encryption technology known as Secure Socket Layer (SSL).
Whenever you see a padlock symbol on your webpage (check the bottom or top corners) or when your URL address begins with httpS:// it means that SSL is enabled and protecting your data.
All payments are processed using world class payment system. In addition to all transactions being encrypted using Secure Socket Layer (SSL) technology, our payment systems are scanned monthly by an independent Qualified Security Assessor (QSA) and an Approved Scanning Vendor (ASV) for the payment card brands.
Every order is confirmed by an automated email which shows the details of your purchase.
What currencies do you accept?
We currently only accept payment in British Pounds (GBP).
What does it mean if my payment has been declined?
If your Credit Card has been declined it can be for a number of reasons:
- You have typed the card number or other key information in wrong.
- The name and address does not match the address the Bank has on file for you.
- Your Bank have refused it for security reasons.
- There are not enough funds in your account to cover the payment.
If you contact your Credit Card Provider or Bank they will tell you why they have declined it. You can then contact us and let us know, and we will try again.
Which payment methods do you accept?
We currently accept all major credit and debit cards: American Express, Visa, MasterCard, Delta, Switch/Maestro and Solo. We also accept payments from Paypal.
Are all your products authentic?
Absolutely yes, we are an authorized retailer for all of the designers and brands that we feature. Each garment is sourced directly from the brands and we guarantee every items to 100% authentic.
We have an extremely close relationship with all of the brands that we stock.
Can you give me any more product information?
Of course, please contact us at firstname.lastname@example.org and we will only be too happy to help. If we don’t know the answer, we will do our best to find out directly from the brands themselves.
What can I do if an item is out of stock?
All items shown on the website are in stock unless the words “out of stock” appear next to the product listing.
If you want to buy a size or style that is not available then please email us at email@example.com. We will try our very best to get it for you. Customer satisfaction is our main priority so we will do anything we can to help. Like we mentioned above, we have an excellent relationship with all of our brands so should be able to get additional stock or styles should you wish.
The item I bought is now on sale, can you please refund me?
We’re sorry but no. It is very difficult for us to know if and when something will be placed into the sale. As a result, we are unable to refund the difference if an item goes down in price after you have completed your purchase.
What is VAT and do I pay tax?
VAT stands for Value Added Tax. The current UK VAT rate is 20%. The good news is, there is no VAT to be applied on Children’s clothing. It is classed as zero rated. Therefore, you do not pay VAT or tax on your purchases.
VAT becomes applicable to Children’s Clothing from age 14 onwards, however, we do not stock any clothes of this size. You should bear this in mind when contacting us requesting additional sizes or styles.
What is the Order Process?
Once you have placed your order and payment has been authorised, you will receive an order confirmation email. When your order is ready to be despatched, then you will receive a notice of despatch.
Should you place an order but not receive the confirmation, then please contact us at firstname.lastname@example.org and we will investigate this for you.
Can I change my address or order after it has been confirmed?
Unfortunately not, no changes can be made once an order has been confirmed. Should you notice any errors with your order, then please contact us immediately at email@example.com – where we can try and cancel your order and refund it before it is despatched.
In this instance, an administration fee of £5 will be deducted from your refund (this covers our merchant service charges). We will then instruct you to place a new order.