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Q&A

GETTING IN TOUCH

How can I contact you? 
You can contact us by phone or email, we are always delighted to hear from our customers and aim to provide a really excellent service. 

  • Call us: +447397525527 (Mon-Fri 9am-5pm).
  • Email us: contact@xokiddo.co.uk
  • Chat: We have a chat function at the bottom of the page, please leave us your question and email address and we will get back to you as soon as we can. 

 

ORDERING

What methods of payment do you take? We take most major credit cards including Visa and Mastercard. We also offer Paypal and Ideal

Is your credit card service secure? 
Yes. Your online payments are taken securely by using one of the U.K's leading secure payment gateways and your credit card details are not stored by XOKiddo.

How do I know when my order has been received? 
When we have received your order you will get a confirmation email from us.

What if I didn't get an order confirmation? 
Sometimes order confirmations can be found in your junk mail box, check there first. If it is not there and you are concerned please get in touch with us and we can double check your order has been received. 
Call us: +447397525527 (Mon-Fri 9am-5pm).
Email us: contact@xokiddo.co.uk

SALES, PROMOTIONS & VOUCHERS

Do you have Sale? 
We normally have end of season sales on our website. We also occasionally have mid season promotions as well as ‘invitation only’ sales for our subscribers. To be among the first to hear about such events please subscribe to our email list on our website.

I have a gift card code or promotional code that does not work 
Is your code still valid? Our gift voucher codes and promotion codes both have expiry dates. If you believe it is valid then get in touch with us. 
Call us: +447397525527 (Mon-Fri 9am-5pm).
Email us: contact@xokiddo.co.uk

DELIVERY

How long before my order is delivered? 
When your order is delivered depends on the delivery address, see below for our guide:

UK Standard - allow 4 days. 
Express - guaranteed next working day. Orders must be placed before 12pm Mon-Fri. Orders placed after 12pm will be dispatched the following working day.

Europe – allow up to 5-7 days for standard delivery and 3-5 days for tracked and signed delivery.

Worldwide - allow up to 8-21 days for tracked and signed delivery.

How are delivery charges calculated? 

United Kingdom

Standard - £3.95 | 1 - 4 days 
Express - £6.95 | Guaranteed next working day before 12pm*. 
*Orders must be placed before 12pm Mon-Fri. Orders placed after 12pm will be dispatched the following working day. If the order is placed on a Friday and Express delivery is chosen, the order will be delivered on Monday before 12pm. 

Free shipping on orders over £60 

Europe

Standard - £8.00 | 3-5 days 
Express - £16 | 1-3 days, signature required.

These prices are based on delivery to Europe, Eire and Channel Islands.

Free shipping on orders over £60

USA and Middle East 

Standard - £8 | 5-8 days
Express - £16 | 2-4 days, signature required. 

Free shipping on orders over £60

Please note that all taxes and duty that may be incurred are the responsibility of the purchaser and not XOKiddo. Orders under $800 (USD) that are sent to the USA should not incur these fees. 

Rest of World 

Standard - £12 | 5-8 days
Express - £20 | 2-4 days, signature required. 

Free shipping on orders over £60

Can I send one order to multiple addresses? 
Unfortunately to minimise credit card fraud we do not allow one order to be sent to multiple addresses.

Will I have to pay import duties? 
There may be import duties if you live outside the European Union which you will be liable for. Your local customs office will inform you if that is the case.

RETURNS

What happens if the item does not fit or I do not like it? 
We are happy to provide full refunds for all purchases bought online returned within 14 days in perfect, unworn condition with original garment tags*. Returns will need to be sent via signed and tracked delivery. Note, cash purchases bought at one of the markets/fairs you can find us are non-refundable. 


Returns Address: XOKiddo, Returns Department, 70 Tarranbrae Willesden Lane, 4 Mapesbury Road, London NW6 7PW

My item is faulty, how should I return it? 
Please follow the standard returns process as above or contact us and we will rectify this for you. 
Call us: +447397525527 (Mon-Fri 9am-5pm).
Email us: contact@xokiddo.co.uk

How will I be refunded? 
We are very happy to provide full refunds for all items (excluding sale items) returned within 14 days in an unworn condition with original garment tags. However, please note we can only refund the card that was used for the original transaction. Returns can take up to 5 days to for us to process, however, it may take up to 4 working days for the bank to release the funds.

PRODUCTS

How can I be sure that the item I want will fit my child? 
All our clothes are based upon our standard size chart.  If you would like room for growth, please order a size up. Please refer to our size chart which can be found on each product details page. You can always contact us if you are not sure. We are happy to help. 

Call us: +447397525527 (Mon-Fri 9am-5pm).
Email us: contact@xokiddo.co.uk

How easy will it be to wash and look after my purchases? 
All our clothes are robustly made with children in mind however many have special trims or are made of unique fabric. We do try to make as many of our clothes as easy to care for as possible but due to specialist finishes sometimes hand washing or dry cleaning is necessary. To make it easy for you each item will come with it’s own specific washing instructions which can also be found on each of the product pages.

STORES & STOCKISTS

I am a wholesaler and would like to stock your products. 
If you would like to stock our products you can apply here or get in touch with the wholesale team on +447397525527 (Mon-Fri 9am-5pm) or Email us: contact@xokiddo.co.uk.

MODELS

Can my child be one of your models? 
We are always on the look out for more XOKiddo models, to take part in our photo shoots and videos. Please do email your photos to: contact@xokiddo.co.uk.

PRIVACY

How do you use and store my personal information (our privacy policy)? 
All personal information you supply to us will be treated in accordance with Data Protection Act and we endeavour to take all reasonable steps to protect your personal data including the use of encryption technology. We will only read cookies from your cookie file placed there through your web browser’s interaction with the site. Please find more info here

COMMUNICATION

How do I unsubscribe to emails? 
If you do not wish to receive any further email messages from us please click the unsubscribe link at the bottom of any newsletter email. 
If you never wish to be contacted by other companies who we think may be of interest to you, by post, email or otherwise please email: contact@xokiddo.co.uk.
If you do not want to receive emails from us about other companies that we think may interest you, please email: contact@xokiddo.co.uk.


If you have a question that is not answered here or would like any further information please contact us. 
Call us: +447397525527 (Mon-Fri 9am-5pm).
Email us: contact@xokiddo.co.uk