FAQ - Frequently asked questions

Dear customers, please see below some of the most often asked questions and answers and the menu on the left for others:

How long does delivery take?

We offer a number of delivery options to suit the urgency your order. The delivery options are select-able at checkout, they include guaranteed Special Delivery (1-2 days), Courier Delivery (2-3 days) and Royal Mail Tracked (3-4 days). Standard Delivery is Royal Mail First Class and this normally takes 3-5 days but is not guaranteed as at busy time the delivery may take a little bit longer. For the rest of Europe and the rest of the world we have the normal Royal Mail Airmail, International Guaranteed and DHL delivery options. For further details please see the delivery information page.

Can I order by phone?

Yes, you can order by phone 9:30am to 5pm Monday to Saturday using the numbers on the contact us page, apart from the period between Christmas and New Year when phone ordering will not be available. Please note however that we may need to call you back if we're busy on another order, and your order will still be processed in the normal way using our online system. It is secure however, and your debit or credit card details are processed on secure servers. We would advise using our online system wherever possible to avoid any delays to your order.

Do you have a shop I can visit?

Yes we are a real high street shop and you can come in anytime during our opening hours. Please see the contact us page for our opening hours and the map to the store page for a map to our shop. You are welcomed to come in to browse and talk to our staff. We have 2 hours free parking outside the shop and appointment is not necessary except for trying on communion dresses on a Saturday between April and June. However, due to seasonal products change and limited space in the shop, not all items in the website are in the shop so please telephone us if you wish to view a particular item and we will do our best to bring that item from our warehouse to the shop for you.

Do you price match?

We have a shop where you can come in to browse and speak to our staff, a contact centre where our staff can give advises over the phone and a website giving you flexibility in how and when you buy from us. We are a UK registered company. We employ UK staff, pay UK taxes and comply with all UK & EU consumer and data protection laws. The level of service we offer can’t therefore be equaled by online-only or auction-only retailers, many are run by private individuals from residential, mail-box or industrial estate addresses offering little or no consumer protection. For this reason we don't match their prices.

How do I return my order?

To return all or some items in your order, simply re-package the item(s), enclosing a piece of paper stating your name and order number, and send the package back to us. You should do this within the return allowed timescale. Please see our Return Policy Summary for further details. Please see below the address to return your parcel to.

Where do I return my order?

The return address is: CACHET KIDS LTD, 2 FIR TREE PLACE, CHURCH ROAD, ASHFORD, SURREY, TW15 2PH, ENGLAND

How do I exchange some items in my order?

To exchange all or some items in your order, simply re-package the item(s), enclosing a piece of paper stating your name, telephone number, order number and items you wish to exchange with, then send the package back to us together with a cheque (payable to CACHET KIDS LTD) for the extra postage that will be incurred for us to send the exchange items back to you. Please see above the address to return your parcel to.

Why haven't I received my order yet?

Orders are usually dispatched within a 2-3 working days unless expedited delivery such as Special Delivery, Courier Delivery, Royal Tracked or International Guaranteed is selected at checkout. Standard UK delivery is sent by First Class post so should arrive within 3-5 days (5-7 working days for Europe and 10-12 working days for the Rest of World). If you have not received your order after 5 working days from when it was sent, please contact your local sorting office as soon as possible to see if it is there, as they may have tried to deliver it but it was too big for your letter box but the postman never left a card or the card was missing. Please do not delay contacting your local sorting office as they will return the package if it is not collected in time. If you still haven't received it after 7 days, please contact us and we'll try to sort it out for you.