Frequently asked questions

Below are some of the more common frequently asked questions from our customers;

What are your delivery options?

We deliver throughout mainland UK including Islands & many parts of Europe.
All delivery options can be found by clicking on the delivery rates tab

What are your payment options?

We take payment using the following options;
Paypal
Credit/debit card including Mastercard, Visa, Visa debit, Delta, Maestro, & Solo.
Cheque (cleared funds before despatch of order) Make cheques payable to 'Kid-Eco'
Credit account (subject to successful application)
Cash (Collected orders only)

Are your card processing methods secure?

Card transactions are processed by Protx and / or Paypal secure servers. We do not capture card details on our own site. If you give us your card details directly they are destroyed once payment has been made. We do not retain your card details in any format.

How do I know if my order has been received?

You should receive an automatic email confirmation from us once your payment has been proceesed and a confirmation from either protx or paypal to confirm a successful transaction. If you have an account with us you will only receive our confirmation. If you do not receive any type of confirmation via email and are concerned whether or not we have received your order please telephone us on 0845 071 0761 or email us at sales@kid-eco.com and we will confirm if we have received your order.

What if my delivery doesn't arrive when expected?

The cut off time for orders to be processed for next day delivery is 2pm Monday to Friday.
Orders received by us after 2pm will be processed on the next working day. Where orders are received at a weekend, they will be processed on the next working day ie Monday with the exception of a bank holiday (UK).
Your goods are shipped with a third party courier usually Parcelforce, Nightfreight or Fedex. In the unlikely event that a problem occurs with your delivery, or you do not receive your goods when expected, please contact our customer services department between 8.30am and 6pm Monday to Friday Tel: 0845 071 0761 or email: sales@kid-eco.com and we will track your order immediately.
In the unlikely event that your order does not arrive when requested ie you requested Next day and the goods did not arrive on that day we will refund the difference in delivery costs eg in this case you would be refunded the difference between the next day delivery charge and the 2 - 3 day charge.

What is your privacy policy?

Kid-Eco do not disclose buyers' information to third parties other than when order details are processed as part of the order fulfilment. In this case, the third party will not disclose any of the details to any other third party.
Cookies are used on this shopping site to keep track of the contents of your shopping cart, to store delivery addresses if the address book is used and to store your details if you select the 'Remember Me' Option. They are also used after you have logged on as part of that process. You can turn off cookies within your browser by going to 'Tools | Internet Options | Privacy' and selecting to block cookies. If you turn off cookies, you will be unable to place orders or benefit from the other features that use cookies.Data collected by this site is used to:
a. Take and fulfill customer orders
b. Administer and enhance the site and service
c. Only disclose information to third-parties for goods delivery purposes

Kid-Eco do not send random marketing emails to personal email addresses (spam). (Other than to advise registered customers of order confirmation details, their order status, forgotten login names & passwords & provide them with ongoing customer loyalty discount codes).

Kid-Eco confirms that it conforms with the requirements of the Data Protection Act 1998 and is registered with the Information Commissioner's Office No Z9751644

What if any items I have ordered are out of stock?

We stock all of the items available in our online shop in large volumes so it is extremely unlikely that we will not have what you have ordered. However occasionly we may have an unusually high demand in a short space of time for a particlular product which prevents our replacement stock being manufactured in time.
If this should ever happen, we will place it on back order for you. You will always be contacted with the option to cancel your order if you would rather not wait. We reserve the right to substitute out of stock items with those of a suitable equivalent of equal or higher value.

How do I receive an invoice?

Your invoice is normally despatched with your goods. In the unlikely event that you do not receive an invoice with your goods please contact us and we will immediately provide a replacement.

What if I want to return items?

Goods sold on this website are supplied in good faith. If however you order the wrong item, or are not completely satisfied with the items you receive, you must arrange for them to be returned to us, and providing they are received by us in good condition, we will refund the cost of the goods in full less the carriage costs incurred by us. If any goods are faulty or damaged when you receive them, we will arrange for them to be replaced or refunded but you must notify us within 14 days of receiving delivery otherwise no claim will be entertained. Delivery charges for damaged or faulty goods or errors made by us will be fully refunded and/or not charged. Telephone customer services on 0845 071 0761. Your statutory rights remain unaffected.

Your rights to return goods are protected under the EU Distance Selling Directive which can be found at http://www.hmso.gov.uk/si/si2000/20002334.htm

Can I get better prices for larger quantities / regular orders?

We believe our prices combined with the quantity discount and free delivery are extremely competitive especially when compared to other online merchants offering similiar products.
If however you are looking to order very large quantities or place orders on a regular basis of a particular item we may be able to offer further discounts. Please contact us to discuss your requirements in further detail.

Can I collect my order?

You are welcome to collect your order from our factory in Lincolnshire, however you must contact us to arrange this prior to arrival. Select the "collection in person" delivery option at checkout.

Our factory address is;
Postpack Ltd T/A Kid-Eco
Unit 4 Hollis Road
Grantham
Lincs
NG31 7QH

Can I ask for goods to be left when I am out?

You can request that goods are left at your address if there is no one to sign for them however you must be aware that this is done so entirely at your own risk. We cannot be responsible for goods left without a signature if you have requested us to do so. You can advise us if you wish us to leave your goods (including any other special instructions) at the shop checkout stage.
Orders are normally packed in protective outers however this ensures that they are only showerproof at best and will not protect goods for long in the event of persistent rain.

What happens if the delivery comes while I am out?

Your goods are shipped with a third party courier usually Parcelforce, Nightfreight or Anc. Unless you have specifically instructed us to leave your goods if you are out, no delivery will be made as a signature is required. Instead the carrier will put a card through the door to advise that a delivery has been attempted. It is your responsibility to then contact the courier to arrange a mutally convenient time for re delivery. If the courier is not contacted within 7 days they will return the goods to us. Should you then still require the goods we reserve the right to charge ypu a further delivery charge to compensate us for the extra costs we will have incurred. This will be the same as the original charge.

How long will it take you to reply to my email?

We receive many emails from our customers everyday however we endeavour to deal with each one as they arrive. Sometimes if we are really busy it takes a little longer but in the majority of cases you will receive a response the same day. We will always respond to your email within a maximum of 1 working day even if it is only to acknowledge your email and advise you that we are still dealing with your enquiry or query.

Can I link to your website?

Here at Kid-Eco we think it is important to help each other in business and we especially feel passionately about supporting our customers.
Reciprocal links are free and are a good way of advertising and promoting each others websites.
If you would like to talk to us about a reciprocal link between your website and ours we would be happy to hear from you.
Please email us your URL to links@cardboardtoys.com and we will be in touch.