FAQs

ORDERS

How will I know when my order has been dispatched?
You will receive an email from order(@)abbeykids(.)co.uk to confirm that your item has been sent. From the time you receive your dispatch confirmation email we would expect you to receive your order within 3-5 working days for deliveries within the UK.

Can I change the delivery address on my order?
For security reasons, once an order has been placed we are unable to change the delivery address.

How do I make a change to my order?
Please make sure you check your order carefully before submitting as these details cannot be changed once you have clicked 'Place Order'. Always double check your order confirmation to make sure all the details are correct. If you would like to cancel your order please contact us and we will endeavour to have the order removed from our system as a matter of urgency. Please note that this may not always be possible due to processing times and our commitment to a speedy dispatch from our warehouse.

The right to change your mind
We have all done it, ordered something and realised later it is no longer required. You have 14 days to change your mind which starts the day after you receive your goods.

 

PAYMENT

How can I pay for my order?
We accept all major credit cards as well as Paypal. All items must be paid for prior to dispatch. We are unable to take an order and hold it pending payment.

When will payment be taken for my order?
Payment will be taken when you place your order.

When will the payment be taken for my pre-order?
If you have pre-ordered an item, we will take payment on dispatch. The only exception for this is if you choose to pay by Paypal, in which case the payment will be taken at the time of purchase.

 

DELIVERY

All items ordered before 12:00p.m. will be dispatched same day. If you experience any issues with delivery, please contact us at customer.support(@)abbeykids(.)co.uk


How will I know when my order has been sent?
As soon as your order is dispatched from our Warehouse you will be sent an email to confirm that it's on its way. From that time we would expect you to receive your order within 3-5 working days.

Once my order has been dispatched when will I receive it?
Our UK deliveries are estimated at 3-5 working days from the point your order has been dispatched. Please note you should allow 10 working days for delivery inside the UK before contacting us about your missing order.

Do you charge for delivery?
Delivery within the UK is free.

What do I do if I have not received my order?
Should your order not arrive within 10 days please contact us so that we can investigate with the delivery company. Please remember that we cannot investigate any missing orders until 10 working days after dispatch.

What happens if I am not at home to accept my delivery?
Most of the products on our site do not require you to be at home to take delivery as they will fit through your letterbox. In the event that you have ordered a product which will not fit through your letterbox, and you are not in to take delivery, then the postal service will follow their usual procedure. For UK orders this usually means a card is left to notify you of an attempted delivery and the item will be held at your local sorting office. For items attempted for delivery by a courier service, the courier will also leave a card and allow you to arrange for redelivery or collection.

Do you deliver on Bank Holidays?
Bank Holidays are not classed as working days so we don't include these in our estimated delivery times. In this instance you should expect delivery on the next working day following the Bank Holiday.

 

RETURNS

We want you to be 100% happy with your purchase, and we'll do everything we can to make sure you are. If you would like to return a product to us, please email us directly at customer.support(@)abbeykids(.)co.uk

I have received an item that I didn’t order?
Apologies, our mistake! Please email us directly at customer.support(@)abbeykids(.)co.uk where we will arrange for the correct item to be sent out to you as quickly as possible, and for the incorrect item to be returned to our warehouse.

I have received my item but it's damaged / faulty. What should I do?
If your item has arrived damaged or is faulty then we will endeavour to put this right as soon as possible, either by sending a replacement item to you or refunding your account. In the unlikely event that your order is received damaged or faulty all you need to do is contact us within 28 days of the item being dispatched to you and we will provide you with the relevant returns information.

How do I return an item?
To arrange a return please contact us and we will be more than happy to arrange this for you. All you need to tell us is which item you wish to return and the reason why. We will then issue you with the Returns address, specific to that item, along with your unique Returns Authorisation (RA) number.

When will I receive my refund/replacement?
We will process your refund / replacement as soon as your item is received back into our warehouse. Replacements are subject to availability and, if the replacement is not available a refund will be given instead.

 

CONTACT US

For enquiries relating to orders from abbeykids.co.uk please contact our dedicated customer support team using customer.support(@)abbeykids(.)co.uk

For general equiries about abbeykids.co.uk and Abbey Home Media Group Ltd please use the form below.

Thank you.