Frequently Asked Questions

Shipping & Processing Times

When will my order be processed?

Orders are processed within 1–2 business days (Monday through Sunday), excluding public holidays.

How long does shipping take?

After processing, shipping typically takes 5–8 days, depending on your location within the United Kingdom.

Why have I not received all of my items?

Orders may be shipped in separate packages due to factors such as item size, type, or warehouse location. Please be assured that all items are shipped; however, delivery times may vary.

Can I cancel my order?

Orders can be canceled within 24 hours of placement. Unfortunately, once an order is processed or shipped, it cannot be canceled.

What if my tracking shows delivered but I haven’t received my order?

If your order shows as delivered but you haven't received it, please:

  • Check with neighbors or household members.
  • Verify the shipping address on your order confirmation.
  • Contact the carrier for more details and proof of delivery.

If the issue persists, provide proof of non-delivery, and we'll issue a refund.

Order Changes & Cancellations

Can I cancel my order after placing it?

Yes, you can cancel your order within 24 hours of placing it. After this window, we may have already begun processing.

Can I make changes to my shipping address or items after ordering?

Changes can only be made within the first 24 hours. Please contact us immediately if you need to modify your order.

What if I missed the 24-hour cancellation window?

If your order has already been processed or shipped, unfortunately, we are unable to cancel it.

How do I request a cancellation?

Please email us at support@mykidos.co.uk with your order number and reason for cancellation within 24 hours

Tracking Your Order

How can I track my order status?

You can use the tracking link provided in your confirmation email or visit the "Track Order" page on our website.

I didn’t receive a tracking number. What should I do?

If you didn’t receive tracking information, please contact us at support@mykidos.co.uk and we’ll be happy to assist.

My tracking information hasn’t updated. Why?

Tracking may take 24–48 hours to update after shipping. If it still doesn't update, please reach out to our support team.

What carrier do you use for deliveries?

We use trusted local couriers within the United Kingdom. The carrier may vary based on your location.

Returns & Exchanges

What is your return policy?

We offer a 30-day return policy. Items must be unused and in original condition to be eligible for a return.

How do I initiate a return?

To begin the return process, please email us at support@mykidos.co.uk with your order number and the reason for the return. Once your return request is approved, we will provide you with the return address.

How long does it take to process a refund?

Refunds are typically processed within 7 days of receiving the returned item. The refunded amount will usually appear immediately in your account, but depending on your bank or payment provider, it may take a few additional business days to reflect in your balance.

Do you offer exchanges?

We do not offer direct exchanges at this time. If you need a different size or item, we recommend returning the original product and placing a new order.

Payment Methods

Which payment methods are accepted?

We accept a wide range of secure payment options, including Visa, MasterCard, American Express, Discover, PayPal, Apple Pay, Google Pay, to ensure a convenient checkout experience.

Is payment information handled securely?

Yes. All transactions are protected by SSL encryption and are securely processed through Stripe and PayPal, two of the most trusted payment platforms in the industry. Full payment details are never stored or accessible to us.

When is payment processed?

Payment is charged once an order is confirmed and processing begins. If any item in the order is unavailable, it will be removed and the total charge adjusted accordingly.

What should be done if a payment fails?

Failed transactions may result from incorrect payment details, insufficient funds, or blocks from a bank or PayPal. It is recommended to check with the payment provider or contact us at support@mykidos.co.uk for further assistance.

Need Further Assistance?

If you couldn’t find the answer to your question, please don’t hesitate to reach out. You can contact our support team at support@mykidos.co.uk or by filling out the contact form below. We’re always happy to help.