Frequently Asked Questions

My shopping cart is emptied every time. How is this possible?

Emptying the shopping cart has to do with the settings and allowing the cookies on your computer. The quick emptying of the shopping cart can be prevented by creating an account or checking the cookie settings. When creating an account, the cart's memory is stored elsewhere and does not empty itself.

Do I have to pay postage for items I want to return?

The shipping costs of the item to be returned are at the own expense of the buyer.

When can I expect my order?

Orders placed (and paid for) on working days before 12:00 noon will be shipped the same day with GLS. GLS delivers Monday - Friday.
Orders placed on Friday after 12 noon or on the weekend will be shipped the following Monday. Exceptions apply for national holidays. PLEASE NOTE! During sale and new launches, there may be a delay in delivery. If you would like to receive your shipment as soon as possible, please call us.

Can I return sale items?

Online orders with items that have a 60% or more discount cannot be returned.
Discounted purchases purchased in the store can only be exchanged. You will not get any money back.

Can I have my order delivered to a different address?

Yes, that's possible. If you want to have an order delivered to a different address, please select a different delivery address when entering the data. You can enter one delivery address per order.

I have a complaint or question, what to do now?

If you have a complaint or question, please contact us by email. Any question or complaint will be handled in a proper manner. Indicate in the email to which order number your question or complaint relates, the content of the question/complaint and photos. We cannot process your complaint without this information. Complaints are only handled in writing.

Can I return my order in the store?

Yes, that is possible. You can return your web order at Herenstraat 71a in Wateringen. Please note our opening days from Wednesday to Saturday and you will get the purchase amount back in the way it was paid.

What happens with my data?

The information you provide to Kids Department online will not be passed on to third parties. We only use other information, including obtained via the contact form, to improve the content of our Kids Department website

Can I still cancel or change my order?

No, paid orders (including post-pay orders) can unfortunately no longer be canceled. Not even by phone. You can always cancel and/or change your order before payment in the shopping cart. After that it is unfortunately no longer possible.

Did my order go through successfully?

Sometimes it may happen that the order has already been placed but the payment has not gone well. Then the items have already been reserved for you, but you cannot order them again. Mail or call us immediately so that we can send you a payment link with which the payment can still be completed. Our telephone number is: +31 174 731 648 or can be reached by email: info@kidsdepartment.nl
When an order is placed, an order confirmation will be sent to the email address provided. If you have not received a confirmation email, this may be due to the following:

• An incorrect email address has been entered. If you have created an account, you can check this. Otherwise it is wise to contact us via info@kidsdepartment.nl
• The confirmation may have ended up in the spam inbox.
• The order has not yet been completed. Check whether the items are still in your shopping cart and complete your order.

How do I use a gift voucher?

The physical gift voucher contains a unique code with an associated amount, which is stated on the gift voucher. Enter this code in the shopping cart (discount code box + add print) in the ordering process. The amount is then deducted from the total amount. If there is no code on the gift voucher, you can only spend it in our store.
The conditions are:

• The code is case sensitive and must be entered exactly as indicated on the gift voucher.
• You can redeem 1 code per order.
• It is not possible to use a gift voucher with an already pending order. Furthermore, the gift voucher cannot be exchanged for cash.
• If the total amount is higher than the value of the gift voucher, you will automatically end up in the cash register where you can pay the remaining amount.
• The gift voucher can only be used in the Kids Department webshop.

Is it possible to order a size that is not in the webshop?

With some products it is possible to order other sizes. Send an email to info@kidsdepartment.nl. We can check it for you and inform you further.

Do you also have a physical store?

We have a physical store at Herenstraat 71a, next to Wijtman Tweewielers.