FAQ's

ORDERS

How can I pay for my order?

We accept the following payment cards: Visa, Visa Debit, MasterCard, Solo, Maestro, Electron and American Express. We also accept PayPal payments.

How do I know you've received my order?

Once you've placed your order, you will see an order confirmation message with your order number. This will also be emailed to you. Once your order has been processed, we will send you second email to let you know it's been dispatched.

Where's my order now?

We will email you with a tracking number once your order has been dispatched. You can track your parcel by entering your order number here

Can I make changes to my order?

We try as hard as we can to get orders sent out as soon as we receive them so unfortunately we can't make any changes once your order's been placed.

What if I want to cancel my order?

Because we start processing your order as soon as we receive it so we can get it to you as quickly as possible, we cannot accept cancellations.

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

If you have received the wrong item, or if it is faulty or damaged, we're terribly sorry. Please return the item to us by following the procedure stated in the returns section and we will make sure you receive a full refund.

Is it ok if I want to exchange an item?

Unfortunately, we can't process exchanges but, you can return your item to us following the returns process and place a new order instead.

How safe is it to order online?

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

DELIVERIES

I have a missing item in my order. What can I do?

While we take every care to make sure your order is complete, if you do find an item missing please get in touch with us here: heretohelp@nobodyschild.com

Where's my order?

You can track where your parcel is by entering your order number here

How much does it cost for delivery?

Please see our delivery page.

Please note these prices are regardless of the size of the parcel or number of items ordered.

Will I be charged customs or import duties?

Different countries have different customs charges and, depending on the value of your order, you may or may not be charged customs or import duties. Unfortunately, these charges are out of Nobody's Child's hands, and are the responsibility of the person receiving the parcel. If in doubt we would suggest getting in touch with your local customs office before placing your order.

How long will delivery take?

Please see our delivery page.

Please note, 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 stated/estimated delivery times. Deliveries to certain postcode areas may also take longer.
UK deliveries may be made any time between 7:00am and 9:00pm.

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?

Please try to ensure that there is access to the delivery property. However if you are not at home, drivers may post you a card to let you know where they have delivered your parcel or they attempted to deliver so that you can contact them to rearrange your delivery at a convenient time or they may also attempt to delivery to a secure location or leave your parcel with a neighbour.

Is a signature needed for my delivery?

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

Do you only deliver to my billing address?

No, 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 so we can get your parcel to you successfully.

Is my postcode eligible for next-day delivery?

To receive your order the next day you must place your order by no later than the specified required times. However, please note there are some exceptions as detailed below:

Post Code Restrictions:

We are sorry but, we are unable to offer a next day delivery service to the Channel Islands, Highlands & Islands of Scotland, Shetlands. 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 choose to have your goods delivered to a British Forces address please note we are unable to deliver to PO Box addresses. A full postal address is required including postcode.

Where do you deliver to?

Please see our delivery page.

Delivery through CollectPlus

You can now use CollectPlus to have your parcels delivered to your local CollectPlus store!
CollectPlus is a convenient way to shop online and have your items delivered to your local shops, petrol stations, universities and shopping centres to collect when it suits you.
There are over 5,800 CollectPlus stores, open from early in the morning until late in the evening, 7 days a week.
Choose CollectPlus delivery at checkout to have your parcel delivered to your local CollectPlus store.

You will be notified via e-mail when your order arrives in store and is available for you to collect. If you would also like to receive a text message, you can enter a UK mobile number when selecting the store for collection.

You must bring with you the tracking number CollectPlus will send you when your parcel is ready for collection, along with your order confirmation and a proof of identity.
You can also return your items for FREE using CollectPlus.

How does the CollectPlus delivery service work?

Collect Plus

How do I select to have my order delivered to a CollectPlus collection point?

When placing your order you will be able to choose CollectPlus as a delivery option.

Why is CollectPlus not available for my current order?

Unfortunately some items can't be sent to a CollectPlus collection point. This is probably because the item you wish to purchase is either too large or too heavy for this delivery method.
Please note that this service is only available for suitable items being shipped to customers in the UK.

How many CollectPlus collection points are there?

CollectPlus has over 5,800 stores throughout the UK and Northern Ireland. These could be your local Co-Op, McColls, Budgens or Spar, as well as many independently owned convenience stores,newsagents, shopping centres and petrol stations. Unfortunately there are no collection points in the Channel Islands or at BFPO locations at the moment.

Where is my nearest CollectPlus collection point?

At present over 90% of the UK's urban population lives within 1 mile of a CollectPlus store and 89% of the UK's rural population lives within 5 miles.

During checkout, when you select CollectPlus as your delivery method, you will also be able to select your nearest collection point. Alternatively the CollectPlus website offers a postcode or location search.

When are CollectPlus collection points open?

Nearly all CollectPlus stores are open early ‘til late, 7 days a week. The opening times for your local store will be shown as you choose your preferred collection point when placing your order.

What is the maximum size that I can return?

Your parcel should not exceed cabin baggage dimensions 60x50x50 cm and should not weigh more than 10kg.

How long will it take for my order to arrive at my chosen CollectPlus collection point?

Once you have successfully placed and paid for your order, your item(s) will be processed and shipped to your chosen collection point. You will receive confirmation from CollectPlus via email and or SMS once your parcel is available for collection. This will include your unique collection code. Your item(s) will normally arrive at the collection point within 3 working working days (depending on which service option you have selected} of your order being processed. Parcels are delivered to CollectPlus collection points Monday to Saturday. A specific time for arrival cannot be given.

What do I need to take when I collect my parcel?

Please take your CollectPlus collection code and proof of ID with you when you go to the collection point to collect your parcel.

When making a collection, what ID is accepted?

CollectPlus collection points accept the following forms of ID:
Driving licence
Utility bill
Mobile phone bill
Wage slip
Bank statement
Cheque guarantee/credit/debit card
Bank/building society book
Passport
Cheque book

What should I do if I lose my collection code from CollectPlus?

If you have lost the collection code sent to you by CollectPlus via email or SMS then please contact us to arrange for a new collection code to be issued, as you cannot collect your parcel without it.

What should I do if I don't receive my collection code from CollectPlus?

If you haven't received an email or SMS from CollectPlus with your collection code and the parcel's estimated date of arrival has passed, then please contact us as our Customer Service team will be able to help you.

Can someone else collect my order on my behalf?

Yes, it is possible for someone to collect your parcel on your behalf, but they must have your proof of ID and your collection code.

What if my order includes back-order items?

Your order will be split in two. Your in-stock items will be processed as usual for collection at your nominated CollectPlus collection point. Your back-order items will be processed and sent once they arrive in our warehouse. In this instance you will receive two notifications of delivery from CollectPlus and two barcodes, so do make sure that when you are collecting your back-order item that you take the correct collection barcode with you.

How long will I have to collect my parcel?

Your parcel will be held at by CollectPlus at their collection point for 10 days before being returned to us. You will receive reminders from CollectPlus after 3 days and 7 days of the parcel arriving at the collection point if you haven't already collected your parcel. If your parcel is returned to us it will be processed as a return and a refund will be issued. You may still be charged for the CollectPlus delivery cost.

What should I do if my parcel isn't available when I arrive at the CollectPlus collection point?

Please contact us and we will look into it for you.

Once my order has left you can I track it?

Yes, CollectPlus provides a tracking service which allows you to see where you parcel is. CollectPlus will also provide SMS updates if a mobile number has been provided. You can track your parcel by visiting www.collectplus.co.uk/track and entering the tracking code you've been provided with.

What should I do if I don't want my order anymore?

If, your order has already been processed, then please do not collect the parcel from the CollectPlus collection point. Any uncollected orders will be returned to us after 10 days and a refund will be issued. You may still be charged for the CollectPlus delivery cost.

What if I want to return an item I have collected from a CollectPlus collection point?

If, when you pick up your parcel, you decide that you don't want all or part of the order, or an incorrect item has been sent, please follow our normal returns process.

RETURNS

Within what period should I return an item?

We accept returns made within 14 days of receiving your order. Please ensure you return unsuitable items unused and in their original condition, with all tags and tickets still attached otherwise we cannot process your refund. Please note, we cannot offer refunds on swimwear if the hygiene seal is not in place or has been broken. We are also unable to offer refunds on cosmetics or pierced jewellery unless they are unfit for purpose or unsatisfactory quality.

How much does it cost to return an item?

Returns are free for UK customers and you will find your returns label in the ‘thank you' envelope included with your parcel.

We're sorry, but 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:

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.

How long do returns take to process?

We try to process your return and refund for you as soon as we can, but certainly not longer than 21 days from the date we receive your return. If you have not received your refund after 21 days, please contact us with the proof of postage information and we will get back to you.

How do I return an item and use the returns labels?

If you're in the UK:
Mark the item you're returning and the reason for making the return on the form that arrived with your item and then choose whichever method is easiest for you; Royal Mail or CollectPlus to return your item using the self adhesive pre-paid labels provided.

To use Royal Mail
Stick the Royal Mail label that arrived with your item on your parcel making sure your delivery address label is covered (you don't want the parcel being posted back to you) and take it to any post office counter. There are over 40,000 across the UK. Make sure you get a proof-of-posting receipt and keep it safe until you receive confirmation from us that your parcel has arrived.

To use CollectPlus
Stick the CollectPlus label that arrived with your item on your parcel making sure your delivery address label is covered (you don't want the parcel being posted back to you) To find your closest CollectPlus store just click here they're open from early till late so it's very convenient. CollectPlus will not accept responsibility for parcels handed into a store without a CollectPlus returns label.

You can return parcels with cabin baggage dimensions 60 x 50 x50cm and up to 10 kg using CollectPlus
You can find your nearest CollectPlus store by visiting https://www.collectplus.co.uk/store_locator) and use the ‘Find a store' search at the top of the page. Alternatively, you can text COLLECT and your postcode o 84555 (e.g. COLLECT WD17 1HP). Texts from 84555 are free to receive. Texts to 84555 are charged at your standard network rate. Full terms and conditions can be viewed here (insert URL http://www.collectplus.co.uk/smsterms)
CollectPlus is a convenient way to return parcels via local shops, petrol stations, universities and shopping centres, and it is a service trusted by thousands of busy people every day. There are over 5,800 CollectPlus stores, open from early in the morning until late in the evening, 7 days a week.
You can track your return https://www.collectplus.co.uk/track/new using the code you were given.

If you're not in the UK:
If you are not in the UK, please mark the item you're returning and the reason for making the return on the form that arrived with your item and return your item to the address below or print a returns label here. Please note: You will be responsible for paying return postage yourself. Remember to get a proof-of-posting receipt from your shipper.

Nobody's Child (Returns)
Sabre House
1 Shaftesbury Road
London
N18 1SW
UK

Please allow 14 days for your parcel to be returned. We will send you an email when we receive it and another one once the refund has been made.

How can I track my return status?

We will send you an email when we receive your return and another one once your refund has been made.
Please note, it can take 3-5 working days for the payment to show on your account, depending on your card issuer.

Do you refund delivery charges?

We will refund the postage charge if you have canceled your contract with us in accordance with our terms of trade.

PAYMENT

How do I pay for my order?

We accept the following payment cards: Visa, Visa Debit, Solo, Maestro and Electron, American Express, Apple Pay. We also accept PayPal payments.

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.

PRODUCTS

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

Our advertised products often sell out very quickly so what you're looking for may no longer be in stock. Try checking again in a couple of days as we are always updating our stock.

Will you be getting more stock?

Many items do sell out quickly. We don't currently have the facility to let you know when an item is due back in stock. We do however like to regularly offer you new and exciting products. Perhaps you can look for something similar. All you need to do is type a description into the search box on our website.

What are your sizes?

We have a size guide, and our product pages we will confirm how tall the model is and what size she's wearing.

DISCOUNTS AND PROMOTIONS

How do I use a promotional code?

Just type your promotional code into the 'Your Promo Code' box at checkout and hit 'Apply'. If the code is valid, your discount will be applied. For delivery codes, type the code and proceed with check process. Please note, only one promotional or discount code can be used per order.

Do you offer a student discount?

We are currently working on some great student discount offers and should be able to offer these very soon! Visit our site regularly to see what's on offer!

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?

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.