The shipping country is chosen at checkout. All prices, currencies, VAT, delivery times and delivery charges will be adjusted depending on the country you would like your items shipped to. KIDENTIAL will dispatch the approved orders as quickly as possible and in the order that they have been received.
We dispatch all orders the next day with DPD, with the exception of sale and peak periods where this may take longer. National orders will take 2-3 business days for delivery. International European orders will take up to 5 business days. Estimated delivery times are to be used as a guide only and commence from the date of dispatch. KIDENTIAL is not responsible for any delays caused by destination customs clearance processes. If a delivery suffers a delay or if the delivery cannot be dispatched or only partially due to the goods not being in stock or other reasons, the consumer will be informed about this as quickly as possible or at the latest 30 days after the order was placed. In this case, the consumer will be given the option and has a right to terminate the agreement, free of charge. KIDENTIAL will refund the consumer with the sum paid as quickly as possible, though at the latest within 30 days after termination.
Shipping fees specified in € (Euro) will be displayed in checkout before the final payment step.
KIDENTIAL will not pay shipping for uncollected packages. You receive a tracking link immediately once the package is in hands of DPD, with this link you can follow your package at all times, and change the hour or address of delivery. DPD will make up to 2 delivery attempts, and then they will bring your package to the nearest DPD collection point. If you fail to collect your package after 10 days, it will be sent back to us. Please contact us if you want us to send it again, this at your own expense.
The goods have to be undamaged and unused, with any KIDENTIAL labels or tags intact. Returns that are damaged or soiled, washed, altered or worn (other than to try the item on) may not be accepted and may be sent back to the customer and/or a refund refused. All items returned should include the completed returns note with an order reference number and your contact details. Unidentified returns may not be eligible for a refund.
Goods are faulty if they are received damaged or where a manufacturing fault occurs within 2 weeks of purchase. Items that are damaged as a result of normal wear and tear are not considered to be faulty. For faulty items KIDENTIAL will make a full refund to you, as soon as possible. Where possible, we will offer to repair faulty items. If it cannot be repaired or the same product is not available, you are entitled to a full refund.
If you are not fully satisfied with your product you always have the possibility to return your item within 14 days after you have received the item(s). You will receive a full refund for the item, excluding the return cost for the item. During 14 days from the delivery of your package you may request to exchange or return your order. The product that you return must be in perfect condition, and not worn, used or washed. Returns will only be accepted if the products are returned with the original labels still attached to each product. Also, it helps if the original receipt that comes with the shipment is enclosed together with the returned products so that we have all information.
Please respect that KIDENTIAL is a small company and every item is made for you specially, so we try to minimize returns.
1. You can print out and use our online Returns Form.
2. Let us know who you are, what you are sending back, what’s wrong and if you need a refund or exchange and we will get on to it asap.
3. Pack your garment in suitable package bag/box (you can re-use our box).
4. Please ship the items in the post to us, after your received our instructions by email. We offer interesting rates for all our returns. Returns/Exchanges should be sent to the following address: KIDENTIAL, de wilgaart 18, brasschaat BE 2930
5. We will take care of everything when your goods arrive back and we’ll let you know if there’s anything we need to talk to you about. Please remember that all costs for returns is yours. Unfortunately we cannot track your returned order, but if you have any queries, we are happy to help you. For claims or errors, however,KIDENTIAL of course takes all additional charges.
6. If your order was paid with a credit card, the money will be transferred to the card used at the purchase. These transactions can take up to 3-8 bank days.
7. When we’ve accepted your return and transferred the money, you will here from us.
KIDENTIAL is not responsible for shipping costs that may incur regarding the return of a product. We DO offer very interesting rates for returning the products, so wait on our instructions before sending your item(s) back. Refunds for returned products will be made as soon as possible, 30 business days at the latest, after KIDENTIAL receives the returned products. The refund will be made to the credit/debit card you used for the order in question. Please note that additional duties, taxes or any other charges that may incur will not be refunded by KIDENTIAL.
If you receive a damaged or defect item which you want to claim please contact firstname.lastname@example.org and we will sort it out for you. For accepted claims, KIDENTIAL is responsible for all additional costs.