Can I collect my order?

No, unfortunately we do not offer a click and collect service. The parcel will be sent to the given address.

Can I cancel my order?

If you no longer require your order, you will need to return your order for a refund. Return postage is your responsibility, we do not refund return costs. If you refuse your delivery, any costs incurred will be deducted from your refund.

Can my parcel be delivered to an address different to the invoice address?

It is possible for you to choose a delivery address different to the invoice address (e.g. a work address where the delivery can be signed for by anyone at the address), however we are not responsible if the order is signed for by someone else and it goes missing. No claim will be entered into for loss when deliveries are left in your agreed safe place at your property, safe place requests are the customer’s liability. Please note: safe place instructions with couriers are transferable from previous arrangements, it is the customers responsibility to ensure safe place agreements are kept up to date.

I have not received my parcel?

If after receiving the dispatch email with your tracking number, you have not received your delivery within the delivery times for your selected shipping option, please contact us via email to let us know so we can find out why. Before contacting us, please ensure you check the tracking on the delivery.

Can VAT be deducted from international orders?

Our children clothing products do not have VAT included in pricing (as per UK law). Accessories (a very small portion of our products) do include VAT, but due to their lower price and sales volume, we cannot supply these VAT-free.

How do I contact you?

If you have any questions, including delivery times, status of an order already placed or product information, please contact us by sending an email to customerservice@cutenesschildrenfashion.com

Do you accept returns?

Yes, please see our Refunds and Returns Policy Page for details. Please note that any shipping fee of the returned package will not be included in the refund. You are responsible for the shipping fees of return to our logistic office. All items returned to us are at your own risk and expense, so please use a recorded service. We are not responsible for lost or stolen items if they have been confirmed delivered by our aftership system.

How do I return an item?

Please see our Returns page for information on how you can return items.

What is your exchange policy?

You can exchange any item for FREE. Please let us know what size/colour/item you require no later than 3 days after delivery, then return the item to us and once we have received it, we will send you the correct size.

Can I change the shipping address or the details of my order?

Unfortunately once your order is shipped no modification can be made to your order. However if your order has not been shipped, it may be possible to change your order. Please contact our customer service department at customerservice@cutenesschildrenfashion.com to see if this order has been processed. If you change your shipping address in My Account after you’ve made an order, your new address won’t apply until your next order.

Where are you based and where do you ship from?

Our headquarters is based in London but most of our items are shipped directly from our warehouse in Belfast:

Seahaven Park

Seahaven Road
Groomsport
BT19 6PH

Northern Ireland

Does your clothing run true to size?

Because our items come from all different brands, we do not have a universal sizing chart, however our items do run true to size UNLESS otherwise specified in the product description. Please refer to the size charts for each brand we hold.

Is it safe to order online?

Our website is SSL protected, meaning that when you place your order all your details are encrypted before being transmitted to us. We have an 'EV' SSL (green bar SSL) which means our company has been carefully checked by Thawte to verify our identity.

We do NOT keep records of your credit or debit card details (card name, number, security code, expiry dates) as these are passed securely to the payment processor Stripe Payments Ltd, or directly on PayPal's website, or Amazon Pay, depending on the payment option you choose. Our website regularly undergoes rigorous testing for security vulnerabilities and is PCI certified.

Please read these Terms of Service carefully before accessing or using our website. 

Is my information and payment method secure?

Our store is built and payments are processed on the Shopify platform and Stripe Payments Ltd. We have partnered with Stripe Payments Ltd to give every customer identity theft protection when they purchase on our site. You can shop safely knowing you are protected.