FAQ

YOUR ACCOUNT

Creating an account

Creating an account with Toddlies is free and easy. Just click here

Forgotten your password

If you have forgotten your password enter your email address click hereand click forgot your password button then your password will be e-mailed to you.

CAN I CHANGE THE BILLING/SHIPPING ADDRESS ON MY ACCOUNT?

Yes. Changing your billing address is easy and simple. Just go to My Account>Billing & Shipping Address, change your details/information and click on Save. Your Billing/Shipping Address is now updated!

PAYMENTS

Payment Security

All payments are processed using Barclays Bank or PayPal, with a leading online secure payment gateway. Every order is confirmed by an automated email which shows the details of your purchase.

What does it mean if my card is declined?

If your Credit Card has been declined it can be for a number of reasons:
  1. · You have written a number wrong.
  2. · You have written the date or security code (CVV) wrong.
  3. · The name and address does not match the address the Bank has on file for you.
  4. · Your Bank has refused it for security reasons.
  5. · There are not enough funds to cover the payment.
If you contact your Credit Card Provider or Bank they will tell you why they have declined it. You can then contact us and let us know, and we will try again.

What payment methods do you accept?

Accepted payment methods:
  1. · Credit / Debit Card (Visa, Master Card)
  2. · Paypal

When is payment of a pre-order due?

As for a traditional order, payment is due at the moment the order is validated.

YOUR ORDER

How do I know if you have received my order?

We send an e-mail confirmation for every order. You should receive this within 10 minutes. If you do not, please contact us at hello@toddlies.com
If you are a registered customer, you will be able to login to your account and view the status of your order.

Why pre-order an item?

We enable you pre-order an item before it arrives on the site or when an item is out of stock. Pre-ordering guarantees you early access to the most exclusive collections of the season, for which stocks are often very limited. With the perfect item and size secured, you are sure not to miss out.

Order Tracking

Once your order has been shipped, you should receive an e-mail with your tracking number. Please contact us if you do not receive your tracking number.

Can I change my address after placing an order?

Please let us know immediately if you have made a mistake with your address so we are able to change it for you. Unfortunately, once your order has been dispatched, we cannot redirect it to a different address.

How do I cancel my order?

Changed your mind and do not wish to buy the product that you have ordered?
Within 24 hours from the date of purchase, just write to us at hello@toddlies.com asking for a cancellation. In case of an Express Order/s, the products are shipped within 24 hours of purchase. As a result, an order can only be cancelled if it has not been processed or shipped. If your cancellation is accepted the refund will take 30 days.

DELIVERY AND RETURNS

How long does deliverty take and how much does it cost?

Standard 2-5 Business Days delivery in United Kingdom costs £3.95
Next Day delivery in United Kingdom if you order before 11:00 costs £6.95

Returns

We are happy to refund or exchange any item within 21 days from date of arrival, if for any reason you change your mind (subject to our terms and conditions).
  1. · Fill in the returns form enclosed with your order.
  2. · Package your items carefully, with each item in its original perfect condition and all labels attached (including hangers).
  3. · Shoes must be in their original, undamaged box as it is considered part of the item. Please do not use the shoe box as protective packaging.
You will have to arrange return postage and send the items to the below address.
Unit 9, Compass West Estate, 33 West Road, N17 0XL, Tottenham, London, England
  1. · Within 3 business days of receiving your returned item, we will send you an email to confirm that your card has been refunded (or exchanged.
  2. · The details of this will also be posted to your account.
  3. · Please note it can take a few more days for your bank to complete the refund, depending on their processing time.
  4. · I cannot return my order within 21 days, what should I do?
    Please contact us if you think the time frame will be a problem, we always try and work out a solution to help.
  5. · How do I return a faulty or incorrect item?
    Please contact us before sending the parcel back, let us know the problem and we will advise you how to return it.