Fashion & Style for Little Connoisseurs
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Frequently Asked Questions

ARE ALL THE SOLD GOODS AUTHENTIC?

We work with and have a well-established relationship with the brands we represent on our site, the designers, manufacturers and other affiliates of these brands. Accordingly, all products offered to our customers on our site are authentic.

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept all major cards, except American Express. You can also choose to pay with PayPal. All payments on our website are processed through a secure checkout system provided by SagePay.

IS MY PERSONAL INFORMATION KEPT PRIVATE?

We take data protection seriously and your personal information is safe with us.  For more information, please refer to our Privacy & Cookie Policy.

WHAT SHOULD I DO IF I HAVE FORGOTTEN MY PASSWORD?

If you have forgotten your password, please follow 'forgotten my password' instructions in the Sign In section. A new password will be generated and emailed to you. You will be able to change your password in My Account section.

WHAT COURIER COMPANIES DO YOU USE?

We use Royal Mail Tracked for all standard UK deliveries and UPS express UK and international deliveries.

WHAT COUNTRIES DO YOU DELIVER TO?

We currently ship to: Austria, Belgium, Bulgaria, Canada, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, The Netherlands, Hungary, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Monaco, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, UAE and USA.

If you require a delivery to a country outside the EU, which is not on our list, please email us at customercare@burattinokids.com to arrange a suitable shipment.

IN WHICH CURRENCY DO I PAY FOR MY ORDER?

If you are shipping to Europe, your order will be charged in Euros. If you are ordering within the UK or outside Europe, your order will be charged in GBP.

HOW MUCH DOES THE DELIVERY COST AND HOW LONG WILL IT TAKE?

For detailed shipment information please refer to the Shipping Information & Costs section.

HOW CAN I TRACK MY ORDER?

Once your order has been dispatched, you will receive an email containing tracking number to check the progress of shipment of your package.

WILL MY PACKAGE ARRIVE SAFELY?

To ensure that your purchase(s) arrive safely and in perfect condition, we require proof of delivery for all packages, which means we require your signature upon the delivery.

DOES burattinokids DELIVERY TO MULTIPLE ADDRESSES?

No, we are only able to deliver to one address per order. If you require delivery to multiple addresses, we suggest that you make a separate order for each destination.

HOW DO I RETURN OR EXCHANGE MY ORDER?

Making a return or exchange could not be easier. You have 14 days to return your items and we will collect from your home, work or alternative address for free. You will be required to request a return by contacting us at customercare@burattinokids.com and we will book a collection to send your item(s) back to us. For more information about refunds, please refer to the Exchanges & Returns section.

WILL I BE REFUNDED IN FULL?

We will issue your refund either to the original credit / debit card used to place the order, or as burattinokids store credit. Unfortunately, we are unable to refund the shipping costs unless your items are faulty. All sales taxes within the EU destinations are included in your refund.  Customs duties and sales taxes are non-refundable for destinations outside the EU. Refunds are processed within 3 days of receipt of the items and may take up to 7 days to show on your account.

WHERE CAN I GET MORE INFORMATION ON A PARTICULAR ITEM?

You can get more information on a particular item sold on our website by emailing us at customercare@burattinokids.com