Refunds & Returns

Last updated 12 August 2026. This policy sets out your rights as a consumer buying from us in the UK.

Your 14 day right to cancel

If you are a consumer in the UK, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel most online orders within 14 days of receiving them, for any reason and without giving one. We allow 15 days. To withdraw, email us at theteam@customersupport.care with your order number before that period ends. You then have a further 14 days to send the goods back.

Goods must come back in a resaleable condition. We refund the price you paid, including the standard delivery charge, within 14 days of receiving the goods back or of receiving proof that you have sent them. You pay the direct cost of returning the goods unless the item is faulty or we agree otherwise.

If you are buying from outside the UK, equivalent rights usually apply under your own national law, and we apply this policy in the same way wherever you are.

Does anything fall outside the right to cancel?

No. Every item we sell carries the full right.

That is worth saying plainly, because a made-to-order exemption is sometimes claimed where it does not apply. Everything here is stock, bought by quantity and sent as it comes, so the exemption is not available to us and we do not claim it.

Ask us anyway if you are unsure whether something suits a particular child or a particular space. Email theteam@customersupport.care and we would rather answer before you order than after.

What we ask when you send something back

You can return a product any time within 15 days of buying it, for an exchange or a refund. To be eligible, three things have to be true:

• the product was purchased within the last 15 days;
• it is in its original packaging;
• you have the receipt, order confirmation or other proof of purchase from this website.

We cannot accept returns of anything bought from a third-party retailer. Your refund is processed 24 to 48 hours after we receive the item back, and goes to the card or PayPal account you paid with, unless you ask us to hold it as credit against a future order instead.

Cancelling before it ships

Any order can be cancelled up until it is shipped, and there is no charge for doing so. Most orders ship within 24 hours of being placed, so if you need to change or cancel one, email us within about 12 hours and we will stop it if we still can. Once packing and shipping have started the order cannot be cancelled, and the returns process above is the route instead.

Damaged, wrong or missing

If a product arrives damaged or with parts missing, if you are sent something different from what you ordered, or if your order does not arrive at all, tell us straight away at theteam@customersupport.care. Our support team deals with all three, and none of them costs you the return postage. Questions about this policy itself go to caseresolution@customersupport.care.

Faulty, damaged or incorrect items

This part applies to everything we sell. Nothing above affects it.

If your order arrives faulty, damaged or not as described, contact us and we will put it right at no cost to you. Under the Consumer Rights Act 2015, goods must match their description and be fit for their purpose, and you can bring a claim for up to six years from delivery in England, Wales and Northern Ireland, and five years in Scotland. You can ask for a repair, a replacement or a refund, and we pay the cost of returning the item.

Damaged in transit

If a parcel arrives damaged, email us with your order number and a photograph of the packaging and the item. We will arrange a replacement or a refund and we cover the return postage. Photographs help us take it up with the courier, so they speed things along, but they are not a condition of your rights.

Items missing or the wrong thing sent

Tell us and we will fix it. If the parcel never arrives, or arrives with parts missing, or contains something you did not order, that is on us to resolve and it costs you nothing.

How to return something

Email theteam@customersupport.care with your order number and a short note about what you would like to do. We will reply with the return address and confirm who pays the postage in your case. Please contact us before sending anything back, so it reaches the right warehouse and is credited to your order.

We aim to process refunds within 24 to 48 hours of receiving the returned goods. Payment providers usually take a few further working days to show the money back on your statement. Refunds go back to the payment method you used, or can be held as credit against a future order if you would rather.

Cancelling before dispatch

Any order can be cancelled free of charge before it is dispatched. Most orders are packed within 24 to 48 hours, so tell us as soon as you can and we will tell you where yours has got to.

If something goes wrong

If you are unhappy with how we have handled a return, see our complaints handling policy. Your statutory rights are not affected by anything on this page.