Help and Support

COVID-19 Coronavirus
With current developments regarding the COVID-19 (coronavirus) crisis, we want to send our thoughts to everyone who’s part of our global community and their loved ones, hoping you all stay healthy and well.

We also wish to reassure you that we are strictly following the advice of the World Health Organisation and local authorities’ guidelines to make sure we keep the highest possible hygiene and safety standards. The health and safety of our employees, customers and partners is our top priority.

Please note that our warehouse is fully automated and that your order will have minimal human contact only during shipping. Our team and our partners are maintaining strict hygiene routines at all times.

Our customer service is happy to answer any concerns or inquiries. Please feel free to reach out. We will get through this together!

Delivery

Despite the recent developments regarding the COVID-19 (Coronavirus) we are open for business as usual and working hard to deliver orders with minimum delay. We’ve had to make slight changes to our delivery timeframes, but you can find the expected delivery date when you get to checkout.

Has my order been placed?

We will send an order confirmation to the email address you provided as soon as your order has been registered in our system. Please note that it may take up to an hour for this email to be sent when the transaction must be reviewed and approved by your payment provider.
Once your order has been packaged and sent from our warehouse, you will also receive a delivery confirmation that shows your tracking number / package ID where you can see where your delivery is.
If you are unsure that your order has been placed, there are different ways to check this:
  • When the order was placed, you should have arrived on a page titled “Your orders”.
  • An order confirmation must be sent to your specified email address. Make sure that this email has not ended up in your spam.

I cannot find an order or a product. What does that mean?

With us, you can only order goods that are in stock, so we can keep our fast delivery times. If you try to buy more items than what we have in stock, it will not go through. The system then automatically revert to the number in stock at the moment.

Can I cancel my order?

If you wish to cancel your order, please contact our customer service department as soon as possible. It is best to call, in case our email queues are longer than expected, to see if we can cancel your order. In order to keep our fast delivery times, your order will be processed as soon as it has entered our system. Therefore, we can not guarantee we can cancel your order.

Can I add product to an order?

It is not possible to add or remove items in an existing order. However, you can make another order and we will correct the shipping cost afterwards.
Contact our customer service and we will confirm when or if the change has been made.

Can I change my shipping address?

If you want to change your shipping address, contact our customer service as soon as possible. In order to keep our fast delivery times, your order will be processed as soon as it has entered our system. Therefore, we cannot guarantee we can make the change.

What happens if my order is delayed?

In case of any delay, you will be entitled to cancel the purchase if you are not satisfied with the new delivery time. If you want to cancel your purchase due to delayed delivery and receive a refund, the money will be returned to the payment method you specified when you made your order.

Can I return an item I bought on sale?

Of course, we want you to be satisfied with your product and have the opportunity to open the package and look more closely at the product no matter if it is bought on sale or at full price.

Offers that generate a discount when you shop for a certain amount does not apply if you decide to return items. You will not be able to keep your discount if the items you keep add up to an amount lower than the threshold.
For example, The offer states that if you buy for $100, you
receive a discounted price of $20.
You buy for $140 and than return items for $50, this gives ut
the total amount of $90 which is below the threshold. You do not keep your
discount in this case.If you have used an offer,
for example ”buy 3 pay for 2” and you wish to return one item, you have to
return all items. This offer is a package deal and you will not be able to keep
that offer if you return an item.

The right to return or exchange a product does not apply to goods with broken seals / without tags. The right to return or exchange a product also does not apply to certain items due to health or hygiene reasons, such as underwear, pacifiers, baby bottles, breastfeeding inserts, hair accessories. Due to security reasons, the right return or the right to exchange does not apply to mounted prams and child seats (exceptions are made for returns of a breastfeeding bra where you have tried breastfeeding).

Here’s how you easily handle your return:

• Fill in the return slip that is included in your delivery.
• Add the return slip to the package.
• Tape the package again and pack it carefully.
• Take your package to any courier of your choice or the local post.
• Here is the address your return should be sent to:

Kitikin

Dublin, Ireland

NOTE: You are the customer who has the financial responsibility for your return coming to us. Please note the package ID of the package that you ship in return to us and request a receipt.

All returned items should be wrapped and well packaged so that the packaging is not damaged. Return all items with original packaging if possible and the tags must still be attached. You may not tape or paste anything directly on the product’s original packaging.

Feel free to contact our customer service team if you have any more questions!