Returns & Refunds
- What should I do if I receive damaged products?
- What guarantee(s) do you offer?
- What should I do if I receive the wrong product?
- What is your availability policy?
- I want to cancel my order?
- Unwanted products?
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Please note that any furniture items that are assembled may not be returned.
Because of safety reasons we offer no returns or refunds on car seats and bases.
What should I do if I receive damaged products?
We only dispatch parcels that are in new condition with our courier partners. In case that a parcel appears or is visibly damaged, please inform us immediately.
We certainly hope not. But just in case you did, here's what you need to do.
If a product is damaged or broken you should inform us immediately. We will then make arrangements for the damaged product to be returned to us. We'll investigate the cause of the defect and if we find it was of no fault from you we'll gladly replace the item. Alternatively, if you prefer, we may refund you in full for the damaged or broken product. Please note that any furniture items that are assembled may not be returned.
What guarantee(s) do you offer?
If you have any gripes we'd like to know
All products are sold with a no quibble satisfaction guarantee. If you are not entirely happy with a product, please contact us with the reason for your unhappiness.
You will be issued with a returns number. Unfortunately, return delivery costs will be for your account. Once we've received the product, we will advise the supplier. The supplier's solution is then up to their own discretion and Kids Living itself will not be held responsible for issuing a refund.
What should I do if I receive the wrong product?
If you receive the wrong product you should contact Kids Living immediately. We will check our system to see whether we've made a silly mistake. If this is the case, we will arrange to swap the 'incorrect' product for the one actually ordered. Fortunately, we'll pay for our own mistakes and courier costs.
What is your availability policy?
The provision of goods and services by Kids Living is subject to availability. In cases of unavailability, Kids Living will refund the client in full within 30 days.
I want to cancel my order?
Are you sure?
Your order can be cancelled if you haven't yet made payment for the order. Once you have made payment for an order, the order still can be cancelled but if the order is already dispatched we will deduct the the courier fees associated with the cancelled order. We sincerely hope you will understand.
Unwanted products
In general, you can return an unwanted product to us but only when:
you log a return by sending us an e-mail within 30 days of delivery (e-mail to info@kidsliving.co.za).
it is undamaged and unused, with the original labels and stickers still attached;
it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable).
Unfortunately, an unwanted order will attract a 20% administration fee to cover costs associated with refunding you for the unwanted order.
The courier cost involved will not be refunded.
We reserve the right to refuse a return, if the unwanted product is returned damaged, not in a re-saleable condition or missing any accessories.
Please tell us if you have any thoughts and suggestions about our returns & refunds policies. We'll be glad to listen what you have to say. info@kidsliving.co.za
Shipping & Returns
Delivery Options and Pricing
Where, when and how do you deliver?
What about International orders?
Delivery Pricing – How much you say?
What do I do if a delivery is late?
Can I track my order?
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What happens if there is no one home when a courier delivery is attempted?
Do I have to receive a courier delivery personally?
1. Where, when and how do you deliver?
Where: Kids Living delivers to the whole of South Africa. Even to remote rural areas. The fortunate thing is that deliveries to the major city centers are economical. Unfortunately Kids Living must charge slightly more to accommodate remote areas. We wish we didn’t have to, but I’m sure you understand why.
When: Kids Living operates from Cape Town, South Africa. This means, the closer you are to us the faster you get your goodies. Sometimes we can’t control things like floods, earthquakes, strikes and human beings, but we try. So worst-case scenario you get your goodies within 5 days maximum (except for remote areas and African Countries) and best case is next day delivery.
How: Well, for the moment you have only one option: We normally use the courier company "The Courier Guy". When you place an order on this site you will be asked for a physical address that is normally occupied during office hours. For very remote areas not serviced by our normal courier we will have to deliver via Post Office, or to the nearest town to you that is accessible..
Note: If you stay in the vicinity and you prefer, you can also collect your order during opening hours at our shop in Cape Town. As soon as payment is received, we will get your order packed. You should be able to collect the next day, but we will notify you as soon as you order is awaiting pick-up.
2. What about International orders?
We’re not shipping internationally. You can arrange a courier by yourself and collect when payment is reflecting in our account and when order is ready for collection. We will provide an TAX invoice.
3. Delivery Pricing – How much you say?
Courier Fees (SA delivery)
Our courier fees are based on weight and distance:
Destination
Time
4. What do I do if a delivery is late?
You can call any time to scream at us. But please know that the above times are only estimations. It might happen that due to unforeseen circumstances like closed roads, flooding, lack of mind control, corporate strikes, etc. your order time could be prolonged. We hope you’ll understand that these are not grounds for an order to be refunded or cancelled.
5. Can I track my order?
Yes you can. If your order has not been delivered within the estimated time frame, you can track your parcel with the tracking number supplied by our shopping system. If the matter does not get resolved, you are welcome to get in contact with us and let us have it. And I mean it. Give us a peace of your mind. Let it out. We’re fanatical about client service and we’d enjoy speaking to you personally.
6. What happens if there is no one home when a courier delivery is attempted?
Courier deliveries are made Monday to Friday 9am to 5pm, so you should always provide a delivery address where there will be an appropriate person to sign for the delivery during these times. If there is no one around to accept the delivery, the courier company will contact the recipient via telephone so that a new delivery day can be arranged.
Side note: Here’s a tip from Captain Obvious. If you’re at work from Monday to Friday 9am to 5pm please make sure we deliver to your work address. Thank you Captain Obvious
7. Do I have to receive a courier delivery personally?
Anyone at the delivery address can accept the delivery. In order for us to prove that delivery of an order has been completed, we do not have to prove that you personally received the goods, but rather that any person at the delivery address signed for the delivery.
Please tell us if you have any thoughts and suggestions about our delivery & pricing policies. We’ll be glad to listen what you have to say. onlineshop@kidsliving.co.za