Returns & Exchanges Policy

At CrocoKids.uk, we want you and your little ones to be absolutely delighted with your purchase. We understand that sometimes things don't work out as expected, so we've made our returns and exchanges process as straightforward as possible.

Our 30-Day Satisfaction Guarantee

We offer a 30-day satisfaction guarantee. This means you have 30 calendar days from the date you receive your item to request an exchange or a refund.

To be eligible for a return or exchange, your item must be:

  • In the same condition that you received it.
  • Unused, unworn, and unwashed.
  • With all original tags and packaging intact.

Items Not Eligible for Return or Exchange

  • Items that have been used, worn, washed, or altered.
  • Items without their original tags or packaging.
  • Gift cards.
  • Perishable goods (e.g., food, flowers, certain hygienic products).
  • Personalised or custom-made items.
  • Products marked as final sale or non-returnable at the time of purchase.

How to Initiate a Return or Exchange

  1. Contact Us: To start a return or exchange, please contact our Customer Support team within 30 days of receiving your order.

    • Email: team@crocokids.uk
    • Phone: +44 7822 017145 (Support available Mon-Sat, 9 am - 6 pm) Please provide your order number and a brief reason for your return or exchange request.

  2. Return Authorisation: Our team will review your request and, if eligible, provide you with a Return Authorisation (RA) number and detailed instructions on how and where to send your package. Please note that items sent back to us without first requesting a return authorisation will not be accepted.

  3. Packaging & Shipping: You are responsible for safely packaging the item(s) to prevent damage during transit. We recommend using a trackable shipping service, as we cannot be responsible for items lost or damaged in return transit. Unless the return is due to our error (e.g., incorrect or defective item), you will be responsible for the return shipping costs.

Refunds

Once your return is received and inspected, we will notify you if your refund has been approved or rejected.

  • If approved, your refund will be processed, and a credit will automatically be applied to your original method ofpayment within 7-10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
  • If more than 15 business days have passed since we approved your return, please contact us at team@crocokids.uk.

Exchanges

If you wish to exchange an item for a different size, colour, or a completely different product, please follow the return process for the original item and then place a new order for the desired item. This ensures you get your new item as quickly as possible. Once your returned item is received and inspected, your refund for the original item will be processed.

Damaged or Incorrect Items

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. We will arrange for a return of the incorrect/defective item and send out a replacement at no additional cost to you.

Need Help?

If you have any questions about our Returns & Exchanges Policy, please don't hesitate to contact our Customer Support team. We're here to help!

  • Email: team@crocokids.uk
  • Phone: +44 7822 017145 (Mon-Sat, 9 am - 6 pm)

Important Considerations for a Dropshipping Store:

  • Supplier's Return Policy: It is absolutely crucial that your return policy aligns with the return policy of your dropshipping suppliers. If your supplier only offers 15 days, you might struggle to honour a 30-day policy. Always double-check this.
  • Return Address: For dropshipping, returns often go back to the supplier or a fulfilment centre, not directly to your home address. Ensure the "How to Initiate a Return or Exchange" section clearly states that we will provide the return address, rather than giving a fixed one, as it might vary.
  • Processing Times: Dropshipping can sometimes add a few extra days to processing returns/exchanges. Be realistic with your stated refund times (7-10 business days, plus bank processing) and communicate any potential delays.
  • Defective/Damaged Items: Your supplier's policy for damaged/defective items will dictate how you handle these. Typically, they will require photo evidence. Ensure your policy covers this, as you'll need this information from your customer.