What are the delivery times and costs?

UK Standard2 - 3 Working DaysFREERoyal Mail
UK Next DayNext Day, Monday - Thursday*£6.95Royal Mail
Rest of the World Standard7 - 10 Working Days£9.95Royal Mail

*Valid for orders placed Monday to Thursday before 1pm. Any orders placed after this time on Friday, Saturday or Sunday will be processed on the following Monday. Please note that Next Day delivery to the UK islands cannot be guaranteed.

**For some of the Non-European country, we'll use DHL to deliver when the parcel contains less than 3 items. We'll use Parcel Force to deliver when the parcel contains more than 3 items. This is due to the custom clearance issue in the Non-European countries.

Cloudo Kids will make every effort to deliver your order within the estimated timescales, however delays are occasionally inevitable. Cloudo Kids shall be under no liability for any delay or failure to deliver the products within the estimated timescales.

Sending Parcels To Russia

If you are sending parcels to the Russian Federation ie. Moscow, St Petersburg etc, please ensure that you follow the guidelnes below, based on the courier you choose. It's vital that you read the instructions for each to avoid having the parcel sent back to Cloudo.

Russia Shipping Guidelines (Royal Mail)Russia Shipping Guidelines (DHL)

Do I have to pay Import Duty if delivered to countries outside the EU?

Please be advised that orders delivered outside the EU may be subject to local taxes, import duties or customs charges. You are responsible for paying any import duty that may be payable on the Goods when they reach their destination. If charges are levied in your country and you refuse to pay them, you are responsible for the original shipping costs to you, any duties, taxes and/or customs charges that are incurred on the package, and the cost of returning the package. These costs will be subtracted from your merchandise refund and your credit card will be charged accordingly.

How can I track my order?

As soon as your order is dispatched you will receive a dispatch email with a tracking number so that you can keep updated on the delivery status of your parcel. Please ensure that someone is available at your delivery address to accept the goods, as a signature is required. If you are not present when the delivery is attempted, you will be left a card informing you what to do next.

Can I cancel my order?

We endeavour to provide the best customer service we can. Should a problem arise, we will make every effort to resolve the issue. However, should the problem be unsolvable, or you prefer to cancel your order please contact us. Unfortunately, it will not always be possible to stop the order if this has already been picked up by the delivery service. In this case Cloudo Kids will not be liable for the postage. We advise you check the process of the order before you request cancellation. Under the distance selling regulations, you have 7 working days (from the day you receive your order) to cancel your purchase. You will be liable for any charges incurred in returning the goods to Cloudo Kids.

How should I return the products?

We understand that you might not be entirely satisfied with your purchase or may simply wish to return it, for a refund. To return a product please follow the steps outlined below:

Please contact within 7 days of receipt of the purchase to request a Return Authorisation Number (RAN). This process enhances a prompt credit, exchange or refund upon receipt of the goods.

Once the RAN has been issued to you please return the article to Unit 2, 9 Ethel Street, Birmingham, UK B2 4BG within 5 days. The RAN must be clearly marked on the outside of the package sent back to us.

We strongly recommend you use a secure delivery method, which requires a signature upon delivery, and waterproof packaging. Proof of posting is not proof of receipt and all goods remain the responsibility of the customer until they are received back by Cloudo Kids.

The return product must be in its original condition including tags & packaging. As soon as we have received and inspected the item, we will refund you any money that you have paid us for that product. We regret that postage charge cannot be refunded.

Can I exchange the products?

We do not exchange goods and would ask that you return your item for a refund and re-order the replacement on our web site.

Which products can be returned ?

All the products on the site can be returned. Returned products must be intact, in a perfect state for resale, and in their original packaging. They cannot have been worn, used or to have suffered even minimum deterioration, and must be in a state of perfect cleanliness. Any product which is damaged, incomplete, or whose original packing is deteriorated, will be neither refunded nor exchanged.

Which is the deadline for returning an item ?

You have a legal right to 7 days as from the reception of the goods to tell us your intention to return a product to us and the reason for this return. Once we have given you a Return Authorization Number(RAN), you must return the item to us as soon as possible and within a maximum delay of 5 days.