FAQs


THIS PAGE IS DEDICATED TO ANSWERING FREQUENTLY ASKED QUESTIONS.

IF YOU STILL HAVE ANY QUESTIONS THAT ARE NOT COVERED PLEASE FEEL FREE TO CONTACT US. WE DEAL WITH ALL QUERIES EFFICIENTLY.


Q: HOW SOON DO YOU DISPATCH ORDERS? 

A: Kindly order before 11am to ensure same day dispatch Monday to Friday Excluding Bank Holidays, Next Day Deliver is available Monday to Thursday Excluding Bank Holidays at busier times we may take an extra day to dispatch your parcel. All orders are carefully packaged and gift wrapped where requested so please allow a little extra time when we are busy, if you have any concerns or questions, you can email us and we will be happy to offer further assistance. We would advise our dispatching times are 0-1 Business days. Please bare in mind we do not dispatch at weekends or Bank Holidays, any orders placed after 11am Friday will be dispatched on Monday by your chosen delivery Method.  

Q: How do your loyalty points work?

A: For every purchase you make at Kids Dream, we offer a reward, each point is worth a penny, you can use for discounts on future purchases via our website. Our product page shows how many points you will receive per item and once you have placed your order you will be given a total amount of points received for that purchase. You can redeem your points any time once you have earned 1 point or more, your points will never expire, The only time these points will be returned is if an order is cancelled or declined. You will receive your loyalty points once your order status is updated to delivered. In the unlikely event you are unsatisfied with your purchase  and wish to return your item your points will still be honoured for you to use if you wish to place another order with us in the future, 

Q: What if I would like to return my purchase?

A: In the unlikely event a purchase from Kids Dream is faulty or there is a mistake with your order please email us prior to returning your item within 14 days of receiving your order to discuss your return. we can only accept returns that are unused & in their original packaging.

If you’re returning only part of an order, we won’t be able to refund the original delivery charge, sorry.

Hermes Parcel Shop drop-off

You'll need to return your item using the pre-paid services described above to qualify for Free Returns. If you use another service and pay for it, we will not be able to refund the cost of returning the item to us.

Please make sure you obtain a proof of postage receipt from whoever you leave your return parcel with. If your return doesn't reach us and you don't have proof, you sent it back to us we won't be able to refund you.

Q: What about Personalised items?

A: In the unlikely event you are not happy with the quality of your personalised item, Please Contact us first to discuss the problem. if we agree to the return kindly return your purchase in original condition, packaging and labels attached as detailed in our return policy and we will offer a full refund. If you simply change your mind due to specialised printing used we cannot accept refunds. We have high standards when it comes to checking our personalised items so we will always ensure items are only sent out if they are perfect, Premium CRICUT Viynl & Heat transfer Viynl and Infusible inks are used which always give the best possible quality. We have great trust in our personalised items and we are sure you will love them too. Each item is designed exclusively by Kids Dream, so you will enjoy having a very unique item for your purchase, they make great gift ideas too


Q: What if my item is lost or damaged in transit?


A: Please call us via 0330 122 5619 or send us an email to admin@kidsdream.co.uk all our parcels are insured, a replacement item will be sent within 48- 72 hours after reporting the issue using your chosen delivery method. 


Q: We have found similar items why should I buy from Kids Dream?


A: We are a family run business and pride ourselves on our customer service and our heart is at the centre of all the items we choose and the services we provide, All our items are in the UK ready to be dispatched without the need to wait. All items that are in stock are shipped straight away. Expected delivery times 2-5 working days in the UK (shipping times may vary for certain postal codes.) If you place an order before 11am Business days your purchase will be dispatched the same day Monday to Thursday please see Dispatch FAQ for full details.
See 
https://www.kidsdream.co.uk/delivery-22-w.asp for more information regarding delivery times and prices.


Q: How do I pay for my purchases at Kids Dream?

A: You can use our safe and secure checkout system using Clear Accept Our payment gateway handles all sensitive payment details which are not stored anywhere on our website. 

Q: I haven't heard of Kids Dream before is it a safe website?


A: Absolutely yes, we take our customers safety very seriously online. Our site is secured by an up to date SSL certificate and when you visit our website you will see a padlock at the top of your web browser. Our customers receive up to date order status via email so you know exactly when your item has been dispatched, our customers receive their purchases quickly but if there is any delay we always let you know and we always reply to any of our customers queries in a timely manner. We are always here for our customers, any concerns you may have please do not hesitate to contact us. If you have any doubts about purchasing from us send us an email or pick up the phone to speak to us directly, we pride ourselves on great customer service. Thank you Kids Dream

Q Tell me about your free gift wrapping service?


A: Yes we do offer a complimentary gift wrapping service for most of our items, which includes pink or blue tissue paper and matching ribbon or Neutral colours. This is ACID free and Bio Degradable Paper This service is not expected to replace your own gift wrapping, but at Kids Dream we take great pride in the presentation of our toys and enjoy adding this little personal touch to your shopping experience with us. Please note: this service is only available for our smaller item range and sometimes items will be delivered straight from suppliers if we are currently not holding stock of certain items. We want to make all our customers aware to avoid disappointment. if you request wrapping and this is unavailable for your item we will send you an email

Q: I have a gift voucher or promo code, how do I use it?


A: Once you have selected what products you would like to order, add these to your basket and click go to checkout, once you arrive on the next page Click the checkout securely which will take you to the next page where you will see " I have a gift voucher or promo code " add your code here. If you have any issues please contact us to resolve.

Q: I see some of your items are pre-order only?

A: Yes some of our larger items come directly from manufacturers, some items are new brands to the UK and waiting for delivery and other items are so popular we struggle to keep them in stock. We always explain this in our descriptions but we appreciate this is sometimes overlooked, we are working on improving our pre-order service by adding a pre-order button to our website so this is much clearer for our customers. We appreciate your patience at this time.

 

If you have any further queries please do not hesitate to contact us as we love to hear from our customers at Kids Dream.

All information you provide at the time of ordering is entered in to a secure system protected by our SSL certificate or any information supplied when you contact us at Kids Dream is confidential, we take your privacy very seriously at all times and your personal information will not be shared. Please read our updated privacy policy in accordance with the new GDPR regulations.