Frequently Asked Questions

Here at Kidz Kave, we want to do our absolute best to make sure you get quality products with a quick and easy experience. 

If you have any questions about deliveries, returns etc, take a look below at our most frequently asked questions. If you cannot find the answer you're looking for here, then please don't hesitate to get in touch.

Orders

If you wish to make a change to your order once it has been submitted, please contact us to notify us of any errors as soon as possible. If it is possible to correct the error in your order, we will do whatever we can to get this sorted out for you.

If you wish to cancel your order once it has been submitted, please contact us to notify us as soon as possible.  If we have not already processed the order and it has not been dispatched, then of course we will do this for you and refund any money that you have paid, in full, back to your original payment method.

Unfortunately, if your goods have already been dispatched then you will be liable for the cost of returning the unwanted items back to us, in their original packaging and unopened.


Oopsie! So, if you see that there is something missing from your order then please contact us and we will do everything we can to correct any mistakes.

Delivery & Collection

At the moment we only deliver within the UK, but this could change in the future. Please note that we do not cover the Channel Islands, PO Boxes or BFPO locations.
If you require delivery outside the UK, please contact us with your requirements and we will see if we can accommodate you.

Standard UK delivery is FREE when you spend over £25. For orders under £25 Standard UK delivery costs £3.95. Our delivery is by courier and includes track and trace technology, giving you peace of mind and allowing you to track your parcel through all stages of the delivery process.
Face masks (when ordered alone) have delivery included in the price and are sent by Royal Mail 2nd Class post.

Delivery will take 3-5 working days to arrive from the date of dispatch.

Our couriers aim to deliver all mail within their allotted time scales. However, it is not possible to guarantee this. Your order may take longer to arrive, particularly around busy holiday periods or during adverse weather conditions.

As soon as we've dispatched your order, you'll receive an email from us confirming the details of your purchase, whilst advising you that the package is now on it’s way. You will also be provided with a tracking number for your delivery.

For packages too large to fit through a letterbox, someone will need to be present at the delivery address to take delivery of the order. If you are not in when your parcel is delivered, the driver will make a further 2 attempts to deliver on subsequent days and/or will leave a card if:


* Your parcel has been left in a safe place e.g. garage, shed, side entrance, in an enclosed porch.
* Your parcel has been left with a neighbour; a neighbour is not just the person to either side of you but could be someone across the street or a few doors down. Don’t worry, they will tell you the house number on the card.
* Your parcel could not be delivered and has been returned to the local depot. To arrange collection from the depot follow the details on the card.

Please allow for the estimated delivery time plus a few extra business days (Mon-Fri) to pass. If your estimated delivery date has passed by more than five business days and you haven’t received your order, please contact us so we can help you further. Please note that during final sales and busy holiday periods, delivery times can be longer than usual.

If your parcel has already been dispatched then it could be too late to update the address. Please contact us and we will see what we can do to help.

If you live locally, then we also offer a pickup service for those who wish to collect their order. You will be advised by email once your order is confirmed as ready for collection. Then you'll just need to drop us a quick email or give us a call (01945 781234) to arrange a day and time for you to come along to collect, since we are not a physical store and do not have set opening hours.
Please bring your confirmation email when you come to pick up your order (on the phone or a hard copy are both fine) as well as some identification. Unfortunately, without a valid form of ID, we will not be able to release any goods to you.
We will adhere to Covid guidelines for safe collection.

Returns

If you wish to return an item to us because you have changed your mind, it must be returned to us unused, unworn and in its original condition and internal packaging. Please contact us within 14 days from the date of receipt of the product and we will arrange a return with you.

We cannot accept returns where labels have been removed or if they may have been worn, for health and hygiene reasons.

All you pay for is the postage cost of returning the goods. Items lost in transportation will not be compensated for, therefore we strongly recommend obtaining proof of postage as we cannot be responsible for returned goods which we don’t receive.

For faulty or wrong items, please contact us within 14 days from the date of receipt of the product, and we will arrange a return with you.

Faulty items can be exchanged for the same type of product in the same size, subject to availability, or refunded. Wrong items can also be exchanged for the originally ordered item, subject to availability, or refunded. We will cover the cost of the return carriage of the goods.

If you request a replacement then we will send this to you, at no extra cost, once we have received the faulty/wrong item back.


Please contact us if you wish to return an item, since we will need to issue you a return form, which you will need to print out, complete and include in your package. When you first contact us please include your name and order number with a brief description of the issue.


The address to send returns to can be found below, but please be advised that we cannot accept returns in person at this address or without you having contacted us first to obtain a returns form:

Customer Returns
Kidz Kave
8 Holt Court
Walpole St Peter
Wisbech
Cambridgeshire
PE14 7NY

After receipt of your goods, we aim to issue refunds within 5 working days. The refund will be made back to the method of payment that was used to make the purchase only. Please note refunds can take longer to clear from the point of processing.

Payment

We currently take payments from VISA, Mastercard and debit cards. You can also pay with a Paypal account, if you have one.


Yes. All payments made via the Kidz Kave website are through our Shopify platform, which is certified Level 1 PCI DSS compliant. This is a security standard for organizations that handle credit and debit card information and was created to increase controls around payment data to reduce fraud.


Sizing

Since we stock a few different brands of socks, the sizes do vary between them. We have put the available sizes on each product, so that you are able to see these at a glance.


As we know, all children grow at different rates and can be a different size to their peers! Please click the below links to see the sizing information for each of the brands that we sell:

United Oddsocks Sizing

MADMIA Sizing

Happy Socks Sizing

Peeperz Trainer Socks Sizing

Sock Care

The life span can vary depending on the care and handling of your socks. We recommend a washing temperature of 30°C/86°F. All socks should be turned inside out and bleaching or ironing should be avoided.

Even though the socks are durable, they will last longer if they are kept out of the tumble dryer.

As far as the MADMIA socks are concerned, it is recommended to only hand wash these in cold water. However, they can be put in the washing machine on a delicate wash/cold wash/hand wash setting, but place them in a pillow case for those with tassels etc. to save them catching on anything. Do not tumble dry.

Important: When putting on your brand new pair of socks, please take the time to cut any thread or plastic on the label with a pair of scissors instead of ripping it off as this will damage the socks.

Contact

If you wish to contact us regarding any issues, whether it be to leave feedback or make a request or complaint etc., we can be reached via our online web form, by calling 01945 781234 or alternatively you can write to us at:
Kidz Kave
8 Holt Court
Walpole St Peter
Wisbech
Cambridgeshire
PE14 7NY