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Returns policy

GENERAL

We will be happy to refund or exchange one or more items within 14 days of the delivery date. We will collect the item(s) from your home, work or an alternative address for free.

Shipping will be on us for all exchanges; provided that you are based within the EU. If, however, you are based outside the EU you will need to pay taxes and duties on this.

Returns cannot be easier – all you need to do in order to return or exchange your items is to follow the following steps:

  • Make sure that products are returned new, unused and designer garment tags still attached. Please note that all returns should be sent back in the original packaging provided. We will not be able to accept returns that do not meet our Returns Policy and these will be sent back to you.
  • Sign into your account and select the order number and the item you wish to return in MY ORDERS section.
  • Click on the "Create a Return Request" button and choose the reason for return. Contact us via online form for a returns label. If you require an exchange, please let us know to which size and/or colour and we will check that we have this item in stock.
  • Check the box to agree with our Return Policy.
  • Fill in the returns form enclosed with your order and include this form in with your products.
  • We will contact you to arrange a return. The return address is: BURATTINOKIDS, c/o ILG, Unit 2D, Gatwick Gate Industrial Estate, Lowfield Heath, Crawley, RH11 0TG, United Kingdom

Please contact our Customer Care team by emailing customercare@burattinokids.com if you have any further questions.

YOUR REFUND

If you wish to request a refund, you can select for your refund to be credited to the original payment method or as store credit to your BURATTINOKIDS account. You return will be accepted within 3 working days from the delivery date at our warehouse. Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers.

Please note that your refund will exclude any delivery costs. We will be unable to refund customs duties and sales taxes for orders sent to a destination outside the EU. All sales taxes will be refunded in full, if your order has been sent to a destination within the EU.

OUR RETURNS POLICY

When requesting a refund or exchange, all items must be in brand new condition and must be returned new, unused and show no signs of wear with all original packaging and designer garment tags still attached. Items returned without designer garment tags will not be accepted.
We will be unable to accept items damaged by wear and tear, altered or handled and washed incorrectly – always refer to washing instructions on all items.

Clothing

Please take care why trying on items to ensure that all items are returned in a new and unused condition and items do not come in contact with sprays, perfumes or creams.

Shoes

Please take care when trying on shoes and be mindful not to scratch the soles or mark the packaging. To avoid any damage, always be sure to try shoes on a soft clean surface.

Baby Underwear & Swimwear

For reasons of hygiene, we will be unable to accept returns of the following items: briefs, swimming costumes, bikini bottoms, headbands and hairclips, dummies and baby bottles.

Faulty & Damaged Items

We check all items thoroughly before they are dispatched but please ensure to check your items carefully on delivery. Items are faulty if they are received damaged. If your item is faulty or damaged when you receive it, you can return it for a refund. Just follow the steps in the Returns Policy to return the faulty items to us within 14 days of the day you received them.

All faulty items returned to BURATTINOKIDS will be thoroughly inspected to ensure that any fault or damage is due to a manufacturing fault and not normal wear and tear. Please note that items that are damaged as a result of normal wear and tear are not considered to be faulty; hence, will not be accepted and returned to the customer.

For all faulty items outside of our Returns Policy, please contact our Customer Care customercare@burattinokids.com