Shipping, Returns, Refunds & Payments Policy

Last updated: [12/10/2025 V1.2]

This policy explains how shipping, returns, refunds and payments work at Designer Kids Club (“DKC”). By placing an order, you agree to this policy and our Terms & Conditions.


1. INTRODUCTION

We want every customer to shop with confidence. This policy outlines:

  • How and when your order ships
  • Insurance levels and liability
  • How to return items
  • When refunds are issued
  • Accepted payment methods and security

If you need help at any stage, our team is available via WhatsApp or email.


2. SHIPPING POLICY

2.1 Dispatch Times

We aim to dispatch orders placed:

  • Before 11am, Mon–Fri → same working day
  • After 11am, Mon–Fri → next working day
  • After 11am Friday → dispatched Monday

During peak periods (sales, Christmas, promotions), dispatch times may be extended. We will always communicate delays where possible.


2.2 UK Delivery Options (Royal Mail)

Service

Delivery Estimate

Cost

Insured Sum

RM Tracked 24

1–2 working days

£6.95

Up to £150

RM Tracked 48

2–3 working days

£5.95

Up to £75

RM Special Delivery by 1pm

Next working day

£9.95–£19.95 (value/weight dependent)

£750–£2,500

Special Delivery orders must be placed before 11am Mon–Fri.


2.3 International Shipping (DHL)

Region

Delivery Estimate

From

Ireland

5–7 working days

£14.95

Europe*

5–7 working days

£14.95

North America

5–7 working days

£34.95

Africa

5–7 working days

£34.95

Asia

5–7 working days

£34.95

Central America

5–7 working days

£34.95

Oceania

5–7 working days

£34.95

Some destinations may be excluded; the checkout will display available services and accurate shipping costs.

We ship internationally using DHL, FedEx, or DPD, depending on destination and service availability.


2.4 Customs Duties & Taxes (International Orders)

International orders may be subject to:

  • Import duties
  • VAT or local taxes
  • Customs clearance charges

These fees:

  • Are not included in product prices or shipping fees
  • Must be paid by the recipient
  • Are not refundable by DKC

All international orders are shipped DDU (Delivered Duty Unpaid).

Because most items are pre-owned, secondhand goods, they are often:

  • Zero-rated for VAT in the UK
  • Processed under secondhand margin schemes where applicable

However, each country applies its own import rules, and we cannot guarantee that fees will not be charged.


Failure to Pay Duties

If a parcel is refused, returned, or abandoned because duties/taxes were unpaid:

  • The original shipping fee is non-refundable
  • Any return shipping or customs charges will be deducted from the refund


3. INSURANCE & CLAIMS

3.1 Included Insurance Coverage

Shipment Type

Standard Cover

Higher Cover Options

UK outbound

Up to £150

Upgrade to Special Delivery (up to £750 or £2,500)

UK returns

Up to £150 using DKC label

Upgrade available before dispatch or use your own insured courier

International outbound

Up to £50

Contact us to arrange enhanced cover

International returns

Up to £50

Customers must use an insured service unless arranged by DKC

Customers may:

  • Purchase enhanced protection via DKC
  • Select Royal Mail Special Delivery at checkout
  • Arrange their own insured courier service for returns

High-value items may require insured shipping. You will be notified during checkout when applicable.


3.2 Risk Transfer

Risk transfers when:

  • The courier marks the parcel as delivered
  • Delivery is confirmed by GPS, photo, scan, or signature

If you request no-signature delivery, a safe place, or an alternative recipient, liability transfers once the courier confirms delivery.

For returns:

  • You remain responsible until your parcel is scanned and accepted by the carrier
  • Proof of postage is required for any claim


3.3 Claims

To ensure we can assist fully, claims for lost or damaged parcels must be submitted within 7 days of:

  • The expected delivery date, or
  • Receipt of goods (for damage claims)

Courier investigations may take up to 12 weeks.

Refunds or replacements are issued only after the courier approves reimbursement, based on the insurance level selected.

DKC’s liability is limited to:

  • The insured value chosen at checkout, unless full-value cover was purchased

This does not affect your statutory rights.


4. RETURNS & REFUNDS POLICY

4.1 Change-of-Mind Returns (14 Days)

You may return an item within 14 days of delivery if:

  • It is unused, unworn and unwashed
  • All original labels, packaging and DKC security tags are attached
  • It shows no signs of wear, odour, marks or damage
  • It is not listed as non-returnable

Return postage for change-of-mind returns is paid by the Buyer.


4.2 Faulty, Incorrect or Misdescribed Items

If your item is:

  • Faulty
  • Not of satisfactory quality
  • Materially misdescribed

Then:

  • DKC covers the return shipping
  • A full refund will be issued to the original payment method
  • You must notify us within 14 days of delivery
  • Photos or videos may be required

Statutory rights remain unaffected.


4.3 Non-Returnable Categories

For hygiene, safety, or value protection, returns are not accepted for:

  • Underwear
  • Swimwear
  • Socks & tights
  • Hair accessories & hats
  • Items with hygiene seals removed
  • Cosmetics and sealed personal-care products
  • Any item marked “Sale” or “Final Sale”


4.4 Non-Returnable Product Types (Brand New / Secret Sale)

Returns are not permitted for:

  • Secret Sale items
  • Brand New items ordered per order / special order basis
  • Repaired, restored or outlet items marked “non-returnable”


4.5 How to Request a Return

To start a return:

hello@designerkidsclub.com

WhatsApp via our website/app


UK returns: a QR code will be issued for drop-off.

International returns: use a tracked and signed service and label the parcel:

“UNWANTED UK GOODS RETURN”

You must retain proof of postage.


4.6 Refund Processing

Once your return is received and inspected:

  • Refunds are issued within 3–7 working days
  • Refunds go to the original payment method

Shipping costs, customs duties and taxes are non-refundable, unless DKC made an error.

If items do not meet the required return standards:

  • You may pay for the item to be sent back to you, or
  • We may offer consignment selling (with your approval)


4.7 Fair Use Policy

To protect genuine customers, DKC monitors return patterns.

We may restrict or close accounts showing:

  • Excessive returns
  • Wardrobing
  • Abuse of promotions or policies


5. PAYMENT POLICY

We accept the following:

  • Visa, Mastercard, Maestro, American Express
  • PayPal
  • Apple Pay / Google Pay
  • Clearpay
  • Pay It Monthly


·        SSL-secured checkout

·        CVV required for card payments

·        Identity verification may be requested for high-value orders

·        Clearpay and Pay It Monthly are not FCA-regulated credit agreements.

·        If your payment is declined, please contact your bank or payment provider directly.


6. CONTACT

hello@designerkidsclub.com

WhatsApp chat support

Response time: within 48 hours