Start your request at our Returns Centre. You can also reach it from the profile icon in the store navigation.

1. Enter your email address and select Continue.
2. Open the email we send you and copy the six-digit verification code.
3. Come back to the store, enter the code, then pick the order — and the specific items — you want to return or exchange.
4. Choose a reason, add a note if you'd like, and select Request return.

Once your request is approved you'll get an email with your collection details and a prepaid return label. You never pay for the label.

30 days from the day your order is delivered. For purchases made in one of our branches, 30 days from the date on your receipt.

Requests started on day 30 are accepted even if the item reaches us afterwards — what counts is when you open the request.

• Requested within 30 days of delivery
• Unused, unworn and unwashed, in resellable condition
• In its original packaging, with all tags and the OurKids barcode sticker intact
• With proof of purchase — your order number, confirmation email, or store receipt

• Gift cards.
• Hygiene and personal-use items, once opened or unsealed — underwear, swimwear, costumes, perfumes, pools and inflatables, hair brushes, puzzles, feeding bottles, breast pumps and similar products. If the packaging is still sealed, these items are returnable within the normal 30 days.
• Items damaged after delivery by use, washing, or handling outside normal use.
• Items without proof of purchase, or missing the OurKids barcode sticker — we can only accept items we can confirm were bought from OurKids.

Not sure whether your item qualifies? Message us before you open it and we'll tell you straight away.

Yes. We cover:

• Courier collection from your address, or free drop-off at any OurKids branch
• Return shipping on exchanges, in both directions
• All handling and restocking — we don't charge either

Tell us within 30 days of delivery and we'll replace it or refund you in full, including all shipping costs. You will not pay anything.

If the damage happened in transit, letting us know within 48 hours helps us raise it with the courier — but your 30-day right doesn't depend on it.

The fastest route is a photo sent through the Returns Centre or to our support team; it usually lets us approve the case without waiting for the item to come back.

Durable products such as strollers, car seats, high chairs and travel systems carry a manufacturer's warranty of at least two years from the date you receive them, covering manufacturing defects. That's separate from — and much longer than — the 30-day return window.

If the same defect happens twice after repair within one year, we replace the product.

Warranty claims don't need the original packaging. Just keep your receipt or order number.

Yes, and it's free. You can exchange for a different size or colour of the same product, or for a different product altogether.

If the new item costs more, you pay the difference. If it costs less, we refund the difference by whichever method you choose. Once your exchange is approved, the replacement ships to you at no charge.

Store credit is issued as an OurKids credit code and does not expire — use it whenever you're ready.

You don't need to arrange anything. Once your request is approved, the email you receive has your collection details and prepaid label. Pack the item in its original packaging where you can, attach the label, and hand it to the courier at the agreed time — or drop it at any OurKids branch instead.

We check the item within 2 business days of it reaching us and email you the outcome. Once approved:

If a refund is declined, we'll explain why and send the item back to you at no cost.

Before your order goes to the shipping company — cancel it and we refund everything you paid, including the delivery fee.

After it has shipped — two options, both free:

• Refuse the parcel at the door, or
• Accept it and start a return within 30 days

Either way you're not charged for the return. Any free gift or promotional item included with the order needs to come back with it; otherwise its value is deducted from your refund.

This policy is built for real customers, and the overwhelming majority use it exactly as intended. We reserve the right to decline a return, or to stop offering free return shipping to a specific account, where we see a clear pattern of misuse — items returned worn or used, repeated returns of the same product, or requests that don't reflect genuine purchases.