Shipping & Delivery

Standard Shipping

Important: This excludes orders for large, bulky goods and video game consoles.

Great Britain

Standard delivery is within 2-4 working days. Delivery is Monday to Friday, excluding public holidays. Any orders placed after 10pm Friday and over the weekend will not be dispatched until Monday, excluding Public Holidays. We will make every effort to deliver all your items together and at the same time, however in some cases your order may arrive in separate consignments.

Northern Ireland

Delivery is within 2-4 working days. Delivery is Monday to Friday, excluding public holidays. We will make every effort to deliver all your items together and at the same time, however in some cases your order may arrive in separate consignments.

Standard Shipping (Islands & Scottish Highlands)

Standard delivery is within 2-4 working days. If your order contains an item which is large or bulky it may be subject to a delivery cost of £29.99, you will be notified of the delivery cost in the checkout, after confirming the delivery address, before an order is placed. Shipping may take 3-6 days with large or bulky items. We will make every effort to deliver all your items together and at the same time, however in some cases your order may arrive in separate consignments.

Areas in which £4.99 shipping applies:

1. Postcodes:
   • AB25-38
   • AB41-56
   • IV30-32
2. Scottish Highlands includes postcodes:
   • FK17-99
   • G83
   • IV1-28
   • IV33-39
   • IV52-54
   • IV63
   • KW1-14
   • PA21-33
   • PA34-40
   • PH18- 26
   • PH30
   • PH31-41
   • PH49-50
   • AB36-38
   • AB55-56
   • All IV Postcodes
3. Islands includes postcodes:
   • HS1-9
   • All IM Postcodes
   • IV40-51
   • IV55-56
   • KA27-28
   • KW15-17
   • PA20
   • PA41-49
   • PA60-78
   • PH42-44
   • TR21-25
   • ZE1-3

Next Day Shipping

Order by 10pm for Next Working Day delivery by DPD or DHL. Delivery is Monday to Friday, excluding public holidays. Any orders placed after 10pm Friday and over the weekend will not be dispatched until Monday, excluding Public Holidays. Unfortunately, we are unable to offer this service to our Islands & Scottish Highlands customers as the courier is unable to deliver next working day shipping to these regions.

ParcelShop Pick Up (Standard Shipping)

Delivery via ParcelShop excludes certain locations, items and large, bulky goods. ParcelShop Pick Up can be selected on the first step in the Checkout. This delivery option becomes available when the product(s) in an order are within the required size and weight limit. Orders can now be delivered to 1 of 4,500 ParcelShop pick up points across the UK. Your order will be delivered within 2-4 working days, with most pick up points open from 7am until late, 7 days a week. Selected pick up point opening hours can be viewed when placing your order. Our warehouse dispatch days are Monday to Friday, excluding public holidays. Any orders placed after 10pm Friday and over the weekend will not be dispatched until Monday. You will be notified via email and/or text message once your parcel reaches the intended ParcelShop for your collection. Please bring this email/text message and valid photographic ID. Your parcel will be kept for 7 days from when you receive this notification. If you do not collect your order within the allotted time frame, your order will be returned to us and we will issue a refund. Every effort will be made to deliver all your parcels to the pick up point at the same time. In some cases, your order may arrive in separate consignments. Each parcel will have an individual collection code.

Large, Bulky Items

Large bulky items can take between 3-6 working days and the charges vary depending on the item. If your order contains a large or bulky item you will be notified of the charge and the shipping time frame when you add this item to your basket. Large, bulky items are typically products that weigh over 30kg. However, some items may be classed as large or bulky items even if they weigh less than 30kg due to the products dimensions. Our Large, Bulky couriers can only deliver to your doorstep and are unable to enter your property. Please ensure someone is on hand to assist at the arranged time of delivery. Please note that we try our best to offer the most competitive shipping rates. Shipping fees incured are only covering the cost of the shipping as charged by our third party delivery company. In these cases, we have no alternative but to pass this shipping charge to our customers. Where possible, we subsidise the shipping charge and do not pass this to our customers. We will make every effort to deliver all your items together and at the same time, however in some cases your order may arrive in separate consignments.

Delivery Failure

If you fail to take delivery of the ordered goods and they are returned to us, we will contact you upon their arrival via email. A refund of the cost of goods without shipping will be processed within 7 days unless you have notified us before then to advise that the goods are still required. If the goods are still required, you will be charged an additional shipping fee for a second delivery. It is the responsibility of the customer to ensure there is someone at the delivery address at the specified date to sign for the parcel. If no one is present the courier may deliver the goods to a neighbour either side or directly opposite and should leave a card to advise where this parcel has been left. Alternatively, the parcel can be left in a safe location on the property, such as porches with a door, sheds or greenhouses and garages. If a parcel is showing as being delivered but you are claiming non receipt of a parcel, please contact Customer Services directly through our website. Notification of such failures must be made within 7 working days from last day of expected delivery. Please allow 3-5 working days from date of notifying us to allow us to investigate with the courier. If a refund is applied and the goods are later located then we reserve the right to place a debit for these goods unless you return them to us. Contact us here. Failure to raise a initial query within this timeframe may result in failure to investigate with our couriers and redress may not be offered.

Stock Outs

Usually everything displayed on our site as “In Stock” is present in our warehouse and available for immediate dispatch. In the unlikely event that any ordered goods are not readily available to us, we reserve the right to cancel your order. You will receive an email notification of any order cancellation as a result of stock out confirming that any pre-authorisation has been released or payment refunded as relevant in line with our Payment Terms, to the extent that the out of stock item forms part of a larger order, all other goods ordered by the customer will be dispatched in the normal way. In cases of stock outs of items ordered in-store for home delivery, you will receive an email notification of the order cancellation and may contact us here to obtain a refund or alternatively return to your local store with your cancellation email to obtain a refund via your original payment method. To the extent that the out of stock item forms part of a larger order, all other goods ordered by the customer will be dispatched in the normal way.

Delivery Timeframes

It is our objective to achieve on time delivery on all orders. We monitor our delivery partners and our experience is that delivery is successful within the chosen delivery time period in 99% of cases. We use a number of third party courier service providers and on occasion human error may cause a package to be misdirected. Once despatched, the on time delivery of a package is the responsibility of the relevant courier company and kiddie-town.net cannot be held responsible for a package not reaching its destination on time. In order to avoid disappointment, we suggest that customers place orders well in advance of parties and Christmas to allow for any unforeseen delays. For advice and help in the event that you do not receive your package when expected, please see our Shipping & Delivery FAQs here.

Exclusions

Next Day Shipping and Standard Shipping on orders over certain value excludes orders for large or bulky items or deliveries made to Northern Ireland or postcodes deemed the Islands & Scottish Highlands by our courier. Large, bulky orders are typically items over 30 kgs, however, this is not an exact rule and some items may be classed as a large or bulky item even if they weigh less than 30 kgs due to the product dimensions (ie. the length of the product falls outside that of a standard parcel). For deliveries of some large, bulky goods we may require someone present at the time of delivery to assist the driver. This will be clearly stated when you add to your basket before you proceed to the checkout

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Please note that we try our best to offer the most competitive shipping rates. Shipping fees incurred are only covering the cost of the shipping as charged by our third party delivery company. In these cases, we have no alternative but to pass this shipping charge to our customers. Where possible, we subsidise the shipping charge and do not pass this to our customers.   Please note that all our delivery times are only guidelines and are not 100% guaranteed due to certain factors which are outside of our control.

Shipping FAQs

Split Delivery

While we make every effort to deliver all your items together and at the same time, in some cases your order may arrive in separate consignments. This will predominantly relate to orders that contain both Small and Large and Bulky items. Large and Bulky items will be loaded onto an alternative trailer and tacking may not update immediately. This should not affect your delivery time frame of 3-6 working days. Should you not have received your order on or before the 6th working day, please do get in touch.