FAQs

1) PAYMENT

How do I pay?
We only accept online payments via the PayPal payment system. PayPal stores and safeguards your card and bank details. PayPal takes the payment from your credit card, debit card or bank directly, and your payment details are never shared on the internet. If you are unsure how to use PayPal or are having problems with your account, you may contact PayPal’s Customer Support Line on 0870 730 7191.
When will I be charged?
Payment is charged to your PayPal account immediately.
Will I receive confirmation of my order?
Yes, you will receive an email confirming your purchase, which will provide full details of your order. You will also receive a confirmation that we have received your payment from PayPal.
What happens if the item I have ordered is out of stock?
In the event that we are unable to supply an item you have paid for, we will contact you by email with the option to cancel the order and provide a full refund immediately via PayPal.

2) DELIVERY

How much does delivery cost?
We charge delivery from £2.50 per order, please refer to the price chart below for our postage and packaging cost. Multiples items can be placed on one order, with one delivery charge.

Postage Cost Basket
Free £0.01 - £4.99 GBP
£3.00 £5.00 - £19.99 GBP
£4.99 £20.00 - £39.99 GBP
£6.99 £40.00 - £99.99 GBP
Free £100 + GBP

 

Where do you deliver?
Your order can be delivered to any UK* mainland address, this can be your home, workplace or another location. Please contact info@homeandkids.co.uk if you would like the goods delivered outside the UK mainland and we will do our best to arrange this for you.
*Please note: We cannot deliver to PO boxes or overseas addresses including Channel Islands and Republic of Ireland.
When will my order be delivered?
Delivery is by Royal Mail and takes up to 3-5 working days after payment has cleared. If your order does not arrive after 7 working days, please email us at info@homeandkids.co.uk and we will track the order for you. Transit times may vary, particularly during peak periods.
Can I track my order?
No, customers cannot track orders themselves, please email us at info@homeandkids.co.uk and we will be happy to track the order for you.

 

3) RETURNS & REFUNDS

What is your refund policy?
Under the Distance Selling Regulations you have up to 7 working days after you have received your delivery to cancel your order in writing or by email at info@homeandkids.co.uk. This is providing the item(s) remain unused and in a saleable condition for a full refund. Where a product is faulty, damaged or misdescribed, we will refund the original delivery charge, but not when a product is simply unwanted.
The product I ordered has arrived faulty, damaged or incorrect, what should I do?
Please email info@homeandkids.co.uk or call 07515 887 286 and explain that you received your order faulty, damaged or an incorrect item. We will require the goods to be returned to the HK Collection store and your PayPal account will be refunded in full upon arrival back at our store, should we not be able to supply a replacement.
How do I return an item?
If your item is faulty, damaged or incorrect and you want to return it, email us at info@homeandkids.co.uk or call us directly on 07515 887 286 to inform us. Please return item to us by return and by first class Royal Mail Post. Please ensure you obtain a tracking receipt from Royal Mail. We will refund the purchase price and all postage costs incurred upon receipt of the returned item only and after we have recieved the item back to us in original packaging and resaleable condition, therefore it is essential you keep the tracking receipt should any problems arise during transit. Please note that should a problem arise during transit back to us, HK Collection will require the tracking reference to deal with any subsequent issues arising from refunds on non receipt of goods.
In preparation for the goods to be returned please ensure:
You have contacted the store by telephone or email to notify of the return
Agreed with the store the appropriate method of return by Royal Mail
The returned goods remain unused and in a saleable condition
The goods are repackaged into the original packaging
Include a note to indicate your reason for return as Faulty, Damaged, Incorrect Item, or Other
Please ensure you obtain a tracking receipt from Royal Mail or signed returns form from the courier as proof of collection.
When will I receive my refund?
We aim to process all refunds to your PayPal account as soon as the goods are received back to the Home & Kids store.

4) CONTACT US

If you have a question about HK Collection, or a query about your order, you can call us on 07515 887 286
or email us at info@homeandkids.co.uk;