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Frequently Asked Questions

Below are some of the most common questions we get asked. As we get more questions, we will add the answers on here for other customers to see. So, if you can't see the answer you are looking for, don't be shy - ask us!

I am confused as to which size to buy for my child.

This is the most common question we are asked and unfortunately there is no easy answer, as each child is unique and sizing comes up differently between different designers. This being the case, to help we provide you with sizing charts on many of our products that are specific to that item and also have a Sizing Information page, which provides a more general guideline for each designer. If a particular product is missing a sizing chart (located in the product description under the price and purchase options), or if you require more information, please contact us and we will do our best to assist you.

If your child is between sizes or right on the edge of a particular size, it is usually best to go to the next size up. Infants also tend to slow in growth as they get older, so do not be surprised if a designer does not provide a size you expect (e.g. many designers do not make clothes in 9 months, progressing directly from 6 to 12 months).

Unless we specify otherwise in the product description (e.g. for made to order items) our dispatch times are as shown below:

Delivery to the UK: Orders placed before 3:00pm on a working day will be dispatched the same day.
Delivery outside of the UK: Orders placed before 12:00pm on a working day will be dispatched the same day.

Orders placed after these times may be dispatched on the same day, else they will be dispatched on the following working day.

Full details can be found on our delivery page.

Delivery within the UK can reach you in as little as 1 working day, whereas delivery overseas can be in as little as 2 working days. As delivery times depend upon the delivery type selected and the destination country, please refer to our delivery page for our current timescales.

In all cases the delivery time quoted applies from the point of dispatch and not the point of ordering. If you have ordered an item that mentions on the Product Description that you should allow additional time for dispatch (e.g. made-to-order items), the delivery timescales on the delivery option selected should be considered in addition to this.

Yes of course! We can be contacted on 01322 281606 (011441322 281606 for US and Canadian customers, 00441322 281606 from all other countries) between the hours of 9:30am and 6:00pm GMT, Monday to Friday (excluding UK public holidays).

We automatically email every customer as soon as their order has been made and payment taken. If you have not completed payment, we will not receive the order.

If you have made payment and not received a confirmation email, please initially check your email Junk/Spam folder, as some email providers may block our email to you in error.

If you are still unable to locate your order confirmation email, it is most likely that we have an incorrect email address for you, however, we do recommend that you contact us so that we can check this for you.

Our apologies for any confusion. Our system classes the Isle of Man, Jersey and Guernsey as separate countries from the UK (unlike Wales, Scotland and Northern Ireland), as different tax and delivery rules can sometimes apply.

By selecting Jersey, Guernsey or the Isle of Man from the country drop down in the address section of the checkout, you will be able to complete your purchase.

We are always happy to assist you if you have any difficulties at all whether this is due to an error message or you simply require further information.

Error messages may occur for a number of reasons so if you are in doubt, please contact us, however, listed below are the most common reasons for an error to occur:

  • I have a US billing address but want to have my parcel delivered to a different country, or I have a billing address outside the US but wish to have my parcel delivered within the US - Due to the way in which our payment handler verifes card details and the US requirement of state codes, we cannot currently process orders such as this online and we request that you call us to place your order.
  • I have filled in all of my details and confirmed them, but I get returned to the Checkout page. - This most commonly occurs when you enter a character such as '.', '-', ',' in a telephone number or post code/ZIP field. Please only use letters (A-Z) and numbers(0-9) when entering address and telephone number details.
  • I live in Ireland, but the system insists I enter a postcode - This is again linked to our payment system, which requires a postcode if it is applicable. As Dublin has post codes, the system must request it. If you live outside Dublin, please just enter '0000'
  • I tried to add a product to my basket, but the system states I had to select more options - Our site allows you to add products to your basket from the catalogue pages, however, many products have a variety of sizes, colours or other options to choose from, which are selectable from the product's description page. If this error occurs, the site will direct you to the description page although you may need to scroll down to view all available options.
  • Our full policy is detailed in our returns section. If you have any questions relating to this or wish to check availability of an item for exchange, please contact us.