FAQs

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Where is my order?

Our super speedy Warehouse Team will get your order on its way to you as soon as possible. As soon as it's on its way, we will email you with your tracking details.

Please know that delivery estimation dates are just estimates and your order may arrive sooner or later than the given dates.

Current Status

UK deliveries:

All services should be running as normal but this can vary from area to area. Please bear in mind that postal services may be affected at this time and there may be some delays to your order (hopefully not too long though!).

Order not arrived? Please do get in touch with Customer Services with your order number if you haven't received your order within one week so that they can investigate this for you.

International deliveries:

We are getting reports from our courier that deliveries may take a little longer at the moment due to COVID-19. Please do bear in mind that it may take a little longer than normal for your NC newness to reach you (due to quarantines and in some cases a shortage of courier staff).

Order not arrived? Please do get in touch with Customer Services with your order number if you haven't received your order within two weeks of ordering and they will happily investigate!

Where is my refund?

At the moment refunds can take up to 21 days to process after your return has arrived back with us. This is because the parcels have to be quarantined for a little while so it's all taking a bit longer than normal.

Please note that we're currently unable to send out an email once the return has arrived back with us, you will only receive an email when the refund has been processed (hopefully we can update this in the future). We're sorry about that - thanks for bearing with us!

Why is there an item missing from my order?

This is most likely due to an item being out of stock at the time the order was made (things can fly off the shelves from time to time!). If this is the case, then you will have automatically been refunded.

You received my return, why haven't I received a refund yet?

We're currently unable to send out an email once the return has arrived back with us, you will only receive an email when the refund has been processed (hopefully we can update this in the future).

We do say that it can take our lovely Warehouse Team up to 21 days to process refunds, this is just due to having to quarantine parcels when they arrive back with us. The safety of our teams is our priority which is why things are taking a little longer than usual at the moment!

ORDERS

How can I pay for my order?

We accept the following payment methods: Visa, Visa Debit, MasterCard, Solo, Maestro, Electron, American Express. We also accept PayPal payments and you can now even pay later with Klarna!

How does Klarna work?

See here for more info on Klarna. (Link to Klarna Page)

How do I know you've received my order?

As soon as you have gone through the checkout process, you should see a confirmation message with your order number. This will also be emailed over to you.

Once your order has been processed by our lovely Warehouse Team, we will send you another email to let you know it's been dispatched with your tracking info too!

How do I know when my order is on its way?

Our super speedy Warehouse Team will get your order on its way to you as soon as possible. As soon as it's on its way, we will email you with your tracking details.

Please know that delivery estimation dates are just estimates and your order may arrive sooner or later than the given dates.

Can I make changes to my order?

We're really sorry to say that we can't amend any orders after they have been placed. This is due to how speedy our Warehouse Team are and the volumes they deal with! 

What if I want to cancel my order?

We're really sorry to say that we are unable to cancel an order after it has been placed. Our lovely Warehouse Team work very hard to dispatch orders as soon as possible which is why we are unable to make any cancellations. Sorry! 

Please note that UK returns are free so feel free to pop any unwanted items back to us.

What happens if I receive the wrong item or if it's damaged or faulty?

Oh no! We're so sorry about this. Please do get in touch with our lovely Customer Support Team on our contact us page with your order number and they will advise further. If the item is faulty, please do be ready to take some pictures of the item!

Why is there an item missing from my order?

This is most likely due to an item being out of stock at the time the order was made (things can fly off the shelves from time to time!). If this is the case, then you will have automatically been refunded!

Am I able to exchange?

Unfortunately, we can't currently offer exchanges (we're a super tiny team and we don't have those powers just yet), but please do send the garments back to us for a full refund.

How safe is it to order online?

We take security very seriously, which is why we are committed to ensuring your information is safe and secure. We have robust security systems and procedures in place to ensure we safeguard information we collect online.

DELIVERIES

Are delivery services currently affected?

Our courier partners are doing everything they can to get your NC newness on its way to you. Please see below for courier updates:

UK deliveries: All services should be running as normal but this can vary from area to area. Please bear in mind that postal services may be affected at this time and there may be some delays to your order (hopefully not too long though!).

International deliveries: We are getting reports from our courier that deliveries may take a little longer at the moment due to COVID. Please do bear in mind that it may take a little longer than normal for your NC newness to reach you (due to quarantines and in some cases a shortage of courier staff).

Please note that delivery estimation dates on your tracking are just estimates and your order may arrive sooner or later than the given dates!

What time do I have to order for Next Day Delivery Services?

If you need your NC newness the next day, please make sure to order before 3pm in order to make sure it reaches you the next day. If you order later than that, it won't reach you until the day after!

How much does delivery cost?

UK Customers: Standard delivery is £3.99 and free for any order over £75 and is sent via Royal Mail. Next Day delivery is £5.99 on weekdays and £6.99 for weekend deliveries and sorted by DPD. Hope this helps!

International Customers: Delivery will be estimated for you when you reach the checkout!

Will I be charged customs or import duties?

We knew that having our lovely customers pay for VAT and duties wasn't the best way of doing things, so we have now included all charges in our delivery fee so they'll be no unexpected costs (hooray)!This does mean that your initial delivery fee might be a little higher than before but do feel free to get in touch with our Customer Support Team know if you have any questions.

How long will delivery take?

UK Customers: On average we expect any order placed with standard delivery to take around 3-5 working days to reach you.

International Customers: It can take up to a couple of weeks for your order to reach you so please bear with us and keep an eye on your tracking details!

Please note that although delivery companies do everything they can to reach their service schedules 100% of the time, we are unable to guarantee that you will receive your goods within the estimated delivery times. Deliveries to certain postcode areas may also take longer.

Please note that delivery estimation dates on your tracking are just estimates and your order may arrive sooner or later than the given dates.

What time will my parcel arrive?

Deliveries within the UK are made anytime between 7am and 9pm. For International deliveries the delivery company in your country will contact you and let you know when your parcel will arrive.

What if no one's home?

Not to worry! The courier will either deliver to a neighbour or will reattempt delivery the next working day.

If not, they will leave you a card asking you to reschedule your delivery or pick up your order.

Is a signature needed for my delivery?

Possibly! A signature from you or a neighbour may be required. If nobody's home, the delivery company will leave a card telling you where your parcel has been delivered to.

Do you only deliver to my billing address?

Absolutely not! Your parcel can be delivered to another address.

If you want your parcel delivered to you at work, make sure you put the name of the company or organisation in the address field, as well as the contact name just to make sure it reaches you!

Is my postcode eligible for next-day delivery?

We're really sorry to say that there are some exceptions to the next day delivery service. Please see below for details:

We are unable to offer a next day delivery service to the Channel Islands, Highlands & Islands of Scotland, Shetlands and delivery to the following postcodes will take 2 - 3 working days:

AB 31-35 36-38 41-54 55-56, E1 Eire, FK 17-21, G83, GY9, HS 1-9, IM All, IV All, KA 27, KA 28, KW 0-14, 15-17, PA 20-78, PH 15-18 19-29 30-31 32-33 34-44 45-48 49-99, TR 21-25, ZE All.

British Forces Deliveries

If you do choose to have your goods delivered to a British Forces address then please note that we are unable to deliver to PO Box addresses. A full postal address is required including a postcode. Sorry about this!

Do you refund delivery fees?

We currently don't refund delivery fees but postage is free over £75 for UK customers!

RETURNS & REFUNDS

How do I return?

Make sure to include your order note in the parcel including a reason for why you are returning the item – it's super handy info for us and also helps us to know the return is yours.

If you're a UK customer:

Feel free to use one of the attached prepaid returns labels, you can choose from either Royal Mail or Collect Plus remembering to keep hold of your proof of postage!

If you're an international customer:

We don't yet have a free returns option for our international customers so you will be responsible for sending the return back to us, make sure to keep hold of your proof of postage. Find more info on our returns page here. Our returns address is:

Nobody's Child (Returns)

Sabre House

1 Shaftesbury Road

London

N18 1SW

UK

Please note: We're really sorry to say that we're unable to accept returns for face masks due to hygiene reasons and can only accept items in perfect condition with tags still attached. We hope you understand!

Within what period should I return an item?

For our UK customers, we have extended our returns window to 30 days to make returns easier during this challenging time.

For international returns, our returns window is now 60 days.

Please note: We're really sorry to say that we're unable to accept returns for face masks due to hygiene reasons and can only accept items in perfect condition with tags still attached. We hope you understand!

How much does it cost to return an item?

Returns are FREE for UK customers and you will find your returns labels on the order note included with your parcel.

We're really sorry to say that we are unable to offer a free returns service to international customers. If you are not in the UK you will be responsible for paying return postage yourself. Please address your parcel to (and make sure to keep hold of your proof of postage):

Nobody's Child (Returns)

Sabre House

1 Shaftesbury Road

London

N18 1SW

UK

If you need to print an International returns label, you can find it here and please head to our returns page for more info.

Please note: We're really sorry to say that we're unable to accept returns for face masks due to hygiene reasons and can only accept items in perfect condition with tags still attached. We hope you understand!

How long do returns take to process?

We're a super small team so it can currently take up to 21 days to process your return after your order arrives back with us. This is because all packages must be quarantined for a little while in line with UK Government guidelines.

If it has passed this time period, then please do reach out to our Customer Support Team who can help!

How do I return with Klarna?

It's super simple - just return as you would normally and we'll handle the rest!

How can I track my return status?

Do keep an eye on your proof of postage tracking which will let you know when your order has returned back to us.

We are currently unable to send you an email once the return has arrived back with us - you will only receive a notification email once the refund has been processed. We're working on it though, and hope to have this updated in the not-so-distant future!

Do you refund delivery charges?

We currently don't refund delivery fees but postage is free over £75 for UK customers!

PAYMENTS

How do I pay for my order?

We accept the following payment methods: Visa, Visa Debit, MasterCard, Solo, Maestro, Electron, American Express. We also accept PayPal payments and you can now even pay later with Klarna!

When will I be charged?

Your card or Paypal account will be charged as soon as you have placed your order. If the money hasn't been transferred from your account within 24 hours the order will be reverted.

What is Klarna?

How does Klarna work?

PRODUCTS

Why can't I find an item that was advertised?

So sorry - stock can fly off our shelves here at NC, so if you can't find an item then it's likely it has sold out. Hopefully you can find something else you love! 

Do you have an ethical trading policy?

We're a super small team so we haven't updated our site with one yet, but this is something we're currently working on. Take a look at our sustainability pages here for more info in the meantime though!

Will you be getting more stock?

We're so sorry the item you were looking at has sold out. Whilst we don't have a waiting list for out of stock items just yet (sorry!), do get in touch with our Customer Support Team who can advise whether there may be a restock or not.

What are your sizes?

We do have a size guide on each product and underneath the ‘details' bar will highlight the size our lovely model is wearing and her height too.

DISCOUNTS, PROMOTIONS & COMPETITIONS

How do I use a promotional code?

Just type your promo code into the 'Your Promo Code' box at checkout and hit 'Apply'. If the code is valid, your discount will be applied. Please note, only one promotional or discount code can be used per order.Make sure to check whether the code can be used on full price and/or sale items!

Do you offer a student discount?

We're really happy to say that students get 15% off via UNiDAYS!

T&Cs:

Discount is available to verified UNiDAYS members only. Student discount is not valid on sale items. Discount code must be entered in capitals at the checkout in order to redeem. Student discount cannot be used in conjunction with any other offer. After this date standard student discount is 15%. Discount is only valid for students verified via UNiDAYS. Items cannot be used against delivery charges.

What are the terms and conditions of your competitions?

Thanks so much for entering! Any prizes are non-returnable and refundable and a cash equivalent cannot be given. We also cannot exchange any winning garments so do be sure on the sizing you are requesting if you do happen to win. Good luck x

TECHNICAL HELP

What if I forget my Nobody's Child login password?

Simply click 'Forgot your password?' link below the password field and follow the instructions. If you continue to experience problems, just contact us.

How do I change my email address?

Just log into your account using your current email address and under My Account > Account Information, change your email address in the email field and click Save.

How do I unsubscribe from newsletters?

Sorry you want to leave us! Just hit the 'Unsubscribe' button at the bottom of the email newsletter.

How can I contact Nobody's Child?

We are always happy to help. Please visit our contact us page for details of how to get in touch.