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FREQUENTLY ASKED QUESTIONS

 

CONTACT / MY ACCOUNT

How can I contact WhizzKid?

Please take a look at our "contact us" section for more information.

I have forgotten my password, what should I do?

If you cannot remember your password, click on the Account Icon at the very top left of any page, and follow the "Forgot Your Password?" instructions.

Is my personal information kept private?

Please be assured that we consider all the information you share with us totally private and confidential. For details please read the WhizzKid Privacy Policy. At no point will we share, rent or sell your personal information without your consent. In order to process credit card orders online, we will also need information including your billing address, shipping address, telephone number, credit card number and expiration date. Please note that we do not keep your credit card details online and these details are therefore protected from any breach of security. Navigational information is only used for internal purposes to enhance the customer shopping experience and site usability and is not shared with any outside parties. Financial information is used to check the user’s qualifications and to bill the user for products.

I have a new email address, can I update this in my customer profile?

Please contact our Customer Service department so they can help you with updating this information.

I am a retailer and wish to sell my brand at WhizzKid.

If you wish to sell your brand at WhizzKid, you can contact our buying team by sending an email to help@WhizzKid.com.

I wish to get in contact with the marketing / PR team at WhizzKid

If you wish to get in contact with our marketing or PR team, you can contact us at social@WhizzKid.com. 

 

PRODUCT QUESTIONS

Does WhizzKid sell factory seconds or second hand products?

We only sell current season clothes from the most luxurious and up-and-coming designers. Our buying team selects the best pieces each season and our pricing follows guidelines from our brands and is in line with our competitors.

How do I find a specific item?

You can look for an item by typing in the product name or code into the ‘Search’ box at the top of our website. Alternatively you can filter by product type or category using the tabs at the top of the page. Use the left hand navigation panel to select by ‘Gender’, ‘Age Range’, ‘Colour’, ‘Designers’ and ‘Shoe Size’.

Can I return an item that does not fit and exchange it?

You can return an item for a full refund, but unfortunately we cannot issue exchanges for a different item. We can only exchange item(s) for the same item in a different size. You will need to place a new order through our website if you would like a different item. You will be able to return your item as long as the item is in the same condition, unworn and all tags are attached within 21 days.

Do you have sizing guidelines?

Yes, we have a size guide where you can find information about recommended sizes. Please note that this is a guideline only, sizing differs from brand to brand and every child is unique.

Can you measure a certain item?

No, unfortunately we are unable to do this. We realise it is sometimes difficult to pick the right size, so please do contact our Customer Service team for help and advice before ordering. In general, we have found that continental brands run small to size, UK brands run true to size and US & Scandinavian brands tend to run large to size.

My item is faulty, I wish to send it back for a refund

In the unfortunate case that you have received a faulty / damaged item, please contact our Customer Service department so that they can help you.

 

Care of Garments

Washing Wool

-Always clean woollen items before storing.

-Wool is very delicate and will shrink if washed in temperatures over 30C

-If there is a wool option on the washing machine that is best.

-To eliminate the risk of shrinking wool items, do not twist, wring, or agitate it

-if hand washing it should be swirled, then rinsed, and the water should be pressed out. -When using soaps or detergents, they should be as close to a neutral pH as possible.

-Adding a tablespoon of white vinegar to the last rinse, will allow the wool to have the correct pH and is a great conditioner to ensure softness.

About the Wool Fibre

-The wool fibre has many natural and organic characteristics which allows for many advantages for day to day wear.

-Wool fibres are made to trap air which allows for warmth in colder months.

-The outside of wool fibres repel water, however the inside will absorb water.

-Although woollen fibres are made to repel water, at a certain point of water intake, the process will reverse, and the water will begin to absorb to the core of the item.

To Dry

-Squeeze out and roll up in a dry towel to remove excess moisture.  Do not dry on direct heat, on a radiator rack is fine, but not directly on the radiator.

-Items that are not heavy can be line dried.

-Items that contain a lot of moisture, and are heavier, should always be dried on a flat surface. The delicate and wool cycle are two very different things.  

The delicate cycle spins too much and may cause shrinkage of the items.  

 

 ABOUT MY ORDER

Can I change or add anything to my order?

Unfortunately we cannot change or add anything to your order after it has been placed. You will need to make a new order if you wish to purchase further items.  

Can I cancel my order?

Please contact us as soon as possible. If your order has not been shipped we might be able to cancel it. However, please note that as our warehouse works continuously on shipping orders, we cannot guarantee that we will be able to cancel your order.

Can I change my order delivery address?  

Unfortunately you can only change your delivery address on "Billing and Delivery" tab before submitting your order. If you need to change your delivery details after you have submitted your order, please contact us as soon as possible, so we can cancel the order. you will need to place a new order with the change of address details.

How will my order be packaged?

We take extra care to send your item(s) securely wrapped so your order will not be damaged during the delivery process.

How will I know that you have received my order?

We will send you a confirmation by email as soon as your order has come through in our system. Please note that it may take up to one hour before you receive this email. This is due to the fact that the payment needs to be approved by your payment provider.

I have received the wrong item, what do I do?

Please contact our customer service team directly within 7 days from receiving the item, so we can solve the issue.           

 

HELP WITH PLACING AN ORDER

I cannot login, what do I do?

If you cannot remember your password, click on the (Account Icon) at the very top left of any page, and follow the "Forgot Your Password?" instructions.

I cannot create an account?

You do not need to create an account before you place an order. When you place and pay for your first order, we will ask for your personal information, such as your address and email. After that you are automatically registered on the email address you used.

Do you ship to my country?

You can select your region by clicking on the country at the top of the page. This can be changed whilst you shop, or at the checkout. Please note that you may be charged a customs fee / duties when you order from our website if you are based outside the European Union. If you are unsure about the rules in your country, or for more information, we recommend you contact your local customs office.

 

PAYMENT AND PRICES

How do I make a purchase?

Once you have found an item you wish to purchase, select the size you require and click ‘Add to Bag’. You can continue shopping and adding items to your ‘Shopping Bag’ or go straight to ‘Checkout’. Once you are happy with the items and ready to purchase, click ‘Shopping Bag’. Fill in your address information and choose how you wish to pay. Continue through to the payment process to confirm your order.

Which payment options do you offer?

You can pay with your credit or debit card. We accept Visa, Eurocard and Mastercard. Alternatively, you can pay through your Paypal account. You can also pay through Paypal as a guest using your credit / debit card.

In which currency will I be charged?

While we show prices in GBP£/ US$/ and Euro. You will always be charged in our base currency GBP£. All prices will revert to GBP£ this at the payment page (where you enter your credit card information)

Do I have to pay a customs fee / import duties?

For some countries outside the European Union, you might be asked to pay import duties when receiving the order. Kindly note it is your responsible for settling directly with Local Government Authorities or Carriers any Customs Duties and/or Taxes levied because of importing item(s) into that Country. For more information on our shipping services and terms, please contact our Customer Service Team at help@WhizzKid.com.

I have a voucher / discount code that does not work, what do I do?

In case you have received a gift voucher or a discount code and it does not work, please contact our Customer Service team so we can help.

Does WhizzKid have seasonal sales?

Yes, WhizzKid offers seasonal sales. Please note we cannot guarantee that our sale prices will be equal to – or less than – discounts at other boutiques.

The item I bought is now on sale, can you refund me?

It is very difficult for us to know if and when something will go into sale. As a result we are unable to refund the difference if an item goes down in price after you have made a purchase.

Whizzkid.com reserves the right to alter and remove any promo without any prior notice or warning.

 

DELIVERY AND RETURNS

Shipping UK & International                

 

Shipping Options

 

Delivery Time

 

Cost

 

Important Information

Standard UK

3-4 Working days

£3.95

Delivered by Royal Mail

Express UK

1-2 working days

£5.95

Orders placed after 7:30am on a Friday, all day Saturday and Sunday will be dispatch the following Monday.

Europe and EU

Express 4-5 working days

£11.95

 Delivered by DHL

USA & Canada

Express 4-5 working days

£12.95

 Delivered by DHL

Middle East

Express 5-7 working days

£19.95

 Delivered by DHL

Asian Pacific

Express 5-7 working days

£16.95

 Delivered by DHL

Rest of the World

Express 5-7 working days

£21.95

 Delivered by DHL

 

Please note that for international shipping outside of the UK the recipient is responsible for settling directly with Local Government Authorities or Carriers any Customs Duties and/or Taxes levied because of importing item(s) into that Country. For more information on our shipping services and terms, please contact our Customer Service Team at help@WhizzKid.com.

Due to varying customs regulations, international deliveries can take longer than the delivery time frame mentioned above. Please contact our customer service team if your parcel is delayed.

 

21 DAYS TO RETURN/EXCHANGE

We are happy to refund or exchange any item (including sale items) within 21 days from date of arrival, if for any reason you change your mind (subject to our terms and conditions).

 

HOW TO RETURN?

Package your items carefully, with each item in its original perfect condition and all labels attached (including hangers).

Shoes must be in their original, undamaged box as it is considered part of the item. Please do not use the shoe box as protective packaging.

 

FREE RETURNS LABEL

The following policy applies to domestic orders only:

If you need to return an item(s) please “click here to generate a Royal Mail returns label. We recommend you pop it into the Post Office for tracking and proof of delivery - this is completely free.

 

WHAT HAPPENS NEXT?

Within 5 business days of receiving and processing your returned item(s), we will send you an email to confirm that your card has been refunded (or exchanged).

Please note it can take a few more days after processing your returns for your bank to complete the refund, depending on their processing time.

For orders paid with Bank Transfer, we are only able to offer a product exchange or refund in store credit.

 

ARRANGE A RETURN

We offer free returns but if you prefer a more convenient service, we can arrange a return for you. A fee of £5.00 (for up to 2 kilos) will be deducted from your order total for this service.

 

WHAT IS YOUR RETURNS ADDRESS?

Whizz kid, Returns Department, Flex Meadow, Harlow, Essex, CM19 5TX, United Kingdom

You can create your free returns label by copying and pasting the below link into your url:

https://www.royalmail.com/track-my-return/create/1752

 

International Returns Info:

International Returns Eligibility Window:

To qualify for a refund, items must be received back to our Fulfilment Centre within 21 days of your original order receipt date.

Simply place the item in the same packaging we sent you it in originally (or a different one), include your invoice, and then return the package to:

Whizz Kid Retail, Returns Department, Flex Meadow, Harlow, Essex, CM19 5TX United Kingdom

At this time, we do not offer a free return service to our International customers, but you are free to use the shipping method of your choosing to send your items back to us! We always recommend one that provides a tracking number so that you can follow your return on it's journey back to us.

Once we receive and process your return, our returns team will notify you via email!

Please know that we do not offer exchanges for our International customers. If you'd like to try a new size for an item you purchased, you would need to place a new order!

 

CANCELLING YOUR ORDER

You have the right under the Consumer Contract Regulations 13 June 2014 to cancel your order at any time before delivery of the items(s) or within 7 working days of receipt of the item(s) by following our returns process. You will be refunded the full postage charge of your item(s) where the entire order is returned as new, i.e. are unworn and have been returned with the original packaging, including tags and where the delivery was paid for.

If your order has already been shipped, our customer service team will issue a refund as soon as we have the confirmation from our delivery company that the parcel is stopped in transit and returned to us.

Note: If you have a question that is not answered on our site you can email us at: help@WhizzKid.com.