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• Products
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• Returns
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• About us

How do I find the right size product?

We’ve put together a size guide which includes children's sizes as well as sizing for adult clothing. We’ve included height, chest, waist and hip measurements to help ensure that your order will fit correctly.

What products cannot be returned?

Any item may be returned anytime within 30 days from the date of dispatch for a refund or exchange. We regret that we cannot accept returns of brief packs or underwear which have not been removed from packaging, due to hygiene reasons. Items that are defective can be refunded or exchanged. If you are returning swimwear for hygiene reasons please ensure that the gusset protector is in place. 

What discounts do you offer?

We recommend following our social channels for up to date information on seasonal discounts and sales. We also offer a 10% discount to every new customer who signs up to our newsletter. Simply enter your email address and we’ll send your 10% discount straight to your inbox.

We also have a clearance section on site which is regularly refreshed and updated with new stock.

My email newsletter has not arrived?

Please check your inbox, junk or spam folders and ensure that your email server has not mistaken it for junk mail. If you still cannot find your email, please contact our customer service team including the email address you signed up with and we’ll be happy to help.

Contact our customer service using the details below:
Email: enquiries@kids-characters.co.uk 
Use fill in our contact form

What payment methods do you offer?

You can pay for our goods via a wide variety of options, including Amazon Pay, Amex, Apple Pay, Shop Pay, PayPal, Google Pay, Mastercard, Maestro, Viisa and more.

Even if you do not have an account with one of these payment providers, you can still order online securely. Simply choose fast Secure Credit or Debit Card payments with Shopify or PayPal, you do not need an account; you simply use their card processing option.

How much is delivery to the UK?

We offer free delivery on all orders over £30, and for any orders under this amount, the cost is £3.99 for standard delivery. Our standard delivery takes between 2-4 days but please be aware of public holidays that may cause delays. Next day delivery is a cost of £7.99 on all orders, and aims to be delivered on the next working day when ordered before 4pm Monday to Friday excluding UK bank holidays.

Delivery Options	Expected Delivery	Cost
Standard Delivery on orders up to £29.99	2-4 Working Days*	£3.99
Standard Delivery on orders over £30	2-4 Working Days*	FREE
Next Day Delivery	Next Working Day*	£7.99

 

Do you deliver outside of the UK? 

We’re currently unable to ship to Europe and the rest of the word, due to changes in import duty tax. We apologise to our overseas customers and hope to have this available again as soon as possible. 

 

I am an international customer, can I buy your products anywhere else?

 

You can purchase our items through our UK eBay store via the eBay Global Shipping Programme. This means we ship the goods to an eBay address in the UK, and they arrange the final shipment to your international destination and charge the shipping accordingly. Click here to visit our eBay store.

Can I pay for next day delivery?

Yes! If you need your order in a hurry, you can select next day delivery at checkout. The charge for this service is £7.99 for all size orders. Orders placed using this delivery method on a working day when ordered before 4pm Monday to Friday excluding UK bank holidays, will be delivered the next day.

How long will my order take to arrive?

Our standard delivery takes 2-4 days but please allow 7 days on standard delivery, before contacting customer support. This is due to delays beyond our control within delivery companies such as strikes.

My order hasn’t arrived, what do I do?

If you have received confirmation of your order and it has not arrived after 7 working days, we ask that you get in touch with our customer service team. Please use the details below to get in touch:

Email: enquiries@kids-characters.co.uk 
Use fill in our contact form

What do I do if I receive a defective order?

Unfortunately, sometimes manufacturing faults can occur, and in the unlikely event you receive a product that is faulty or of a poor quality, we ask that you contact our customer service team using the details below:

Email: enquiries@kids-characters.co.uk 
Use fill in our contact form

We endeavour to rectify your order as quickly as possible, which may be a refund or replacement depending on stock availability.

How do I make changes to an order I’ve already placed?

Unfortunately we are unable to change an order once it has been placed. As with most retailers we use an order processing system in our warehouse which means orders go into pick and pack very quickly to enable us to usually dispatch the same day, at which point changes cannot be made.

Returns & Refunds

Can I return an item?

If you would like to return an item please ensure that it is unworn, un-tampered with, and in its original packaging. If you are returning swimwear for hygiene reasons please ensure that the gusset protector is in place. 

Please return the item to us with an enclosed note stating your full name, address and reason for return. We advise you to use a recorded delivery service when sending the item(s) back.

The address for the returns is:

Kids Characters c/o The Clothing Outlet Ltd
Richardshaw Road
Grangefield Industrial Estate
Pudsey
Leeds
LS28 6QW

I returned an order, how long will my refund take to process?

We expect all refunds to be processed within 4-5 business days after receipt of your returned items. However, some banks may take up to 14 days to process refunds.

Will I be refunded for my shipping costs?

Return postage fees cannot be refunded unless the reason for the return of the goods was due to an error made by us. If the error is ours we will then refund postage costs up to a maximum of the postage price you originally paid on your order. Please retain your proof of postage as we may require a copy of the receipt.  

What is the time limit on returns?

As with most online retailers goods returned after 30 days may not be refunded, so we recommend contacting us if there will be a delay in your return. Please allow 14 days for the refund to be processed and refunded to your card. We will send you an email to let you know when the refund has been processed.

What if an item I want is out of stock?

You can sign up for notifications on when a product is back in stock within the product page. Beneath the ‘Availability: Out of stock’ text, you will see a bell icon and an option to ‘click here to be notified by email when this product becomes available’. Click on this link and enter your email address in the box that appears, and click ‘send’. You will then receive a notification when the item is back in stock.

We recommend always checking your inbox spam or junk, in case our emails have fallen into these folders by accident.

Who are Kids Characters?

We are Kids Characters. We provide our customers with pyjamas, onesies and accessories, for toddlers, children and adults. We specialise in comfy clothing and adorable accessories designed to make ideal gifts or simply affordable options for everyone looking for themed pyjamas for kids and adults. For more information, please visit our about page.

Where are you located?

Our head office is located in Leeds, West Yorkshire.

Our address is:
Kids Characters c/o The Clothing Outlet Ltd
Richardshaw Road
Grangefield Industrial Estate
Pudsey
Leeds
LS28 6QW

Is your website secure?

Yes we ensure that our security certificate is up to date and we only use payment providers who are secure, including Shop Pay, PayPal and Amazon Pay. 

What cookies does your site use?

Our site used primarily tracking cookies, including those for Facebook and Google Analytics. We hold anonymous data regarding our users browsing habits as this allows us to continuously improve the user experience and make your visit more enjoyable.

My question isn’t listed, how do I contact Kids Characters?

If your question is not listed above, please contact our customer service team using the details below:

Email: enquiries@kids-characters.co.uk 
Use fill in our contact form