• 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:

      Due to industrial action with Royal Mail, we've switched our courier service over to Evri to ensure a smoother delivery service for our customers. Please allow for slight delays in this transition period. Please also note that items cannot be collected or delivered during UK bank holidays. 

      International deliveries   

      Please refer to our International Delivery page for more information. 

      Important News – please note that any customs or duties will now be included in the delivery fee, so say goodbye to unexpected charges! 

      Do get in touch with our lovely Customer Support Team if you have any questions about this.   

    • Where is my refund?

      At the moment refunds can take up to 21 days to process after your return has arrived back with us. 

      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!

    • What can't I return?

      For hygiene reasons, we’re unable to accept returns for facemasks or earrings — sorry! If you'd like to return swimwear, please make sure it still has the protective slip for sanitary reasons otherwise we won't be able to refund you.

      Returning Every Nook or Ration L? If you would like to return your Ration L or Every Nook purchase, please send the return at your own cost to the respective brands and use the returns slip provided. For further postal details, please refer to Ration L or Every Nook’s website.

      Want to return your store purchase? All purchases bought from our Carnaby Street shop must be returned in store. You have 30 days to make your return — please make sure your item(s) are in perfect condition, unworn and with the tags still attached. Please also provide a receipt for proof of purchase. Unfortunately, we don't accept online returns in our store!

    • 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.

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. 

    • 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

    • How much does delivery cost?

      UK Customers:

      FREE UK standard delivery on all orders when you spend £100 and over. Express delivery is from £8 and sent via DPD. 

      International Customers:

      Delivery will be calculated 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. 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:

      We expect any order placed with standard delivery to take around 3-5 working days to reach you. Any order placed with express delivery is expected to take 1-2 days. 

      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.

    • 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 express delivery?

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

      Orders placed Monday – Friday for delivery to the following postcodes will take 2 - 3 working days:
      GY, HS, IM, JE, KW 15-17, PA49, 60 – PA75, PA78, PH30, PH41-44, ZE 2-3

      Orders placed on a Sunday for delivery to the following postcodes will take 2 - 3 working days:
      AB, BT, DD, EH, FK, G, GY, HS, IOM, IV, JE, KA, KW, KY,ML, PA, PH, TD,ZE

      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 £100 for UK customers!

    • Do you deliver to the Channel Islands and will I have to pay duties?

      Nobody’s Child facilitate deliveries to the Channel Islands - please note, goods delivered to the Channel Islands may be liable for customs duties in accordance with the Channel Islands import rules. Therefore, the recipient of the goods (who may not always be the person who originally ordered the goods), will receive a separate request for payment of these charges.

      Nobody’s Child have no control over applicable import duties, as such, we will not be able to predict what these charges may be; unfortunately, we are not able to offer support on localised import duty / tax processes. We encourage customers to check the import charges applicable before processing orders.

    • Where is my NC rental order?

      Please contact Zoa’s team directly at customersupport@zoarental.com where one of their rental experts will be able to help you.

Returns & refunds

    • How do I return my order?

      For our UK customers:

       

      Returns are FREE in the UK - yay! 

       

      For all full price items we accept returns within 30 days of purchase if it's in perfect condition, unworn, and with the tags still attached. For all sale and markdown items, we accept returns within 14 days of purchase. 

       

      Our returns are now paperless! Nobody’s Child has taken returns online. This means you’ll no longer receive a returns label with your order.

       

      How to pack your Nobody’s Child return:

      • Make sure the items you’re returning are in perfect condition with the tags still attached. (Yep, we do check.)
      • Use the Nobody's Child returns portal to log your return.
      • Fill in your order number and select the items you’re returning and the reason you’re returning them to us.
      • Print out your label and attach it to your parcel. Or, you can you show your QR Code at the drop-off point and they will print the label for you. 
      • Send your returns and make sure you keep the receipt!

      Still have a few questions? Head to our FAQs page or email our friendly customer service team: heretohelp@nobodyschild.com 

      If you're an international customer:

      Please note that we have extended our returns window for international orders to 60 days to allow plenty of time for your return to reach us. 

      You can request a return here to generate a returns label. We don't have a free returns option for our international customers so you will be responsible for the cost of sending the return back to us.

      Please make sure you send items back in perfect condition and remember to pop your order note in the parcel with a note to tell us why you’re  returning the item.

      Do get in touch with our Customer Support Team via our contact form if you happen to need a new returns note with your order number and they can email you a replacement.

    • How do I use the returns portal?

      Keep reading for our step-by-step guide. Please note, our returns portal will only be open to you within 30 days of purchase. 

      1. Open the returns portal by clicking here
      2. Enter your order number (top tip: this will be eight digits long on your order confirmation) 
      3. Choose your returns method
      4. If you’d like a digital QR code that you can take to the Post Office to scan, please select ‘Tracked Returns 48/Labels to Go’ – no printer is required for this method
      5. If you’d prefer to print your own physical label, please select ‘Tracked Returns 48’ – a printer is required for this method
      6. Once you’ve made this selection, you won’t be able to go back and change your mind so we’d kindly like to ask that you double check you’ve chosen the most suitable method before proceeding
      7. Once you’ve pressed proceed, you’ll be able to download your selected digital QR code or printed label
      8. If you need a helping hand, contact our friendly customer services team at heretohelp@nobodyschild.com – please note that we’re experiencing a high volume of emails at the moment so bear with us and we’ll get back to you as quickly as we can
    • Within what period should I return an item?

      For our UK customers, on all full price items we accept returns within 30 days of purchase if it's in perfect condition, unworn, and with the tags still attached. For all sale items or when you have used a voucher code, we accept returns within 14 days of purchase. 

      For international returns, our returns window is 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.

      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)

      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?

      It can currently take up to 21 days to process your return after your order arrives back with us. 

      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.

      You’ll receive an email when your parcel is on its way back to us. Once it’s arrived at our warehouse, your refund will be processed.

    • Do you refund delivery charges?

      We currently don't refund delivery fees but postage is free over £100 for UK customers!

Payments

    • How do I pay for my order?

      We accept the following payment methods: Visa, Visa Debit, MasterCard, Solo, Maestro, Electron. 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.

    • Can we adjust the price of an NC item you’ve already purchased?

      Unfortunately, we can’t process price matches for styles that you have already purchased, that now might have changed or are now included in a limited-time promotion, sale or markdown. Due to the nature of our business, products and prices can change from time to time due to stock, size availability and demand across the world.

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 10% 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 10%. 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.