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Extended UK Christmas Returns
Updated: 6th November 2024
We've extended our usual UK return period for Christmas. Any purchases made online placed between 6th November 2024 and 18th December 2024 can be returned up until 22nd January 2025, for a refund back to your original payment method.
For purchases made from 19th December 2024 onwards, our normal return policy will apply.
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Where is my order?
Once you’ve placed your order, you’ll receive a confirmation email to let you know we’ve got it. Our dedicated warehouse team will then get to work, carefully packing your items and sending them on their way to you.
As soon as your order is dispatched, we’ll send you an email with a tracking link so you can follow your order’s journey to your doorstep. Keep in mind that delivery dates are estimated—sometimes your order may arrive a little earlier or a bit later than expected, but rest assured, delays are rare and we’re here to help if needed.
If your tracking information hasn’t updated in three days, don’t worry! Just contact us and we’ll be happy to help track it down.
Thank you for supporting Nobody’s Child—we’re thrilled to be part of your fashion journey!
Where is my refund?
We know waiting for a refund can be a bit of a worry, so we’ve made the process as clear and smooth as possible for you.
Once you’ve posted your return, it can take a few days for the parcel to arrive at our warehouse. From the date your return arrives at our DC, please allow up to 14 days for us to process your refund. You’ll receive an email once your return has been received, and another email to confirm when your refund has been processed.
Please note, it can take 3-5 working days for the refund to appear in your account after we’ve processed it.
Our lovely customer services team is always here to help, but they’re super busy making sure everyone gets the support they need. We kindly ask that you only contact us if you haven’t received your refund within 5 working days after receiving the email confirming your refund is being processed. This helps us focus on processing refunds quickly for everyone.
Thank you so much for your understanding and support!
What can't I return?
We want you to love everything you order from Nobody’s Child, but we understand that sometimes things just don’t work out. While we accept most returns, there are a few items that, for hygiene and safety reasons, we unfortunately cannot take back:
• Earrings: For hygiene reasons, we’re unable to accept returns of earrings. We hope you understand that this is to ensure the safety and well-being of all our customers.
• Swimwear: If you’d like to return swimwear, please make sure it still has the protective slip in place. Without the protective slip, we won’t be able to process your return.
Important Return Guidelines
To help us process your return quickly and smoothly, please ensure that all products you wish to return meet the following criteria:
• Original Condition: Items must be returned in their original condition, which means they should be unworn, unwashed, and free from any damage or alterations.
• Tags and Packaging: Please make sure all original tags are still attached, and items are returned in the original Nobody’s Child packaging. This includes any boxes, bags, or other protective packaging provided with the product.
• Perfect Condition: Products must be returned in perfect condition, just as you received them. If the return doesn’t meet these criteria, we won’t be able to process your refund.
• Proof of Return: Please keep hold of your proof of return receipt until your refund has been processed. This may need to be presented if there are any issues with the return.
• Online Purchases: Please note that items purchased online cannot be returned to our physical stores. All online purchases must be returned via our designated return process.
Why These Guidelines Matter
We take great care in ensuring that every item we send out is in perfect condition, and we ask that returns are handled with the same care. This helps us maintain the high standards that our customers expect from Nobody’s Child.
Why is there an item missing from my order?
We strive to ensure that every order is perfect, but we know that sometimes things can go wrong—though rest assured, this is very rare. If you find that an item is missing from your order, we’re here to support you.
Possible Reasons for Missing Items:
• Out of Stock at the Time of Order: The most common reason for a missing item is that it was out of stock when your order was placed. If this happens, you will have automatically been refunded for the out-of-stock item. Check your email for a notification of the refund, which should have been processed at the time of your order. Please allow 3-5 working days for the refund to appear in your account.
• Separate Shipments: Please note that fragrances are shipped separately due to their handling requirements. If you’ve ordered a fragrance, it might arrive in a different parcel. In some cases, other items in your order may also be shipped separately depending on order size and specific packing requirements.
What to Do Next:
• Check Your Email and Order Details: Before contacting us, please double-check your order confirmation and any follow-up emails for details on your order status. This can help clarify if an item was out of stock or shipped separately.
If you’ve checked your emails and are still unsure why an item is missing, or if you haven’t received your refund, please don’t hesitate to reach out to our lovely customer service team—they’re always here to help!
Thank you for your understanding and for shopping with Nobody’s Child.
Orders
How can I pay for my order?
We accept the following payment methods in the UK: Visa, Visa Debit, MasterCard, Apple Pay, Google Pay. We also accept PayPal and Klarna.
For international customers local payment providers are available at checkout.
How do I know you've received my order?
As soon as you have completed your purchase, you will see confirmation message with your order number. You will also recieve a confirmation email. Once your order has been processed by the warehouse, you will recieve another email to let you know that your order has been dispatched and is on its way to you.
How do I know when my order is on its way?
Once your order is dispatched from our warehouse, you will receive an email with a tracking link. Please know that delivery dates are just estimates and your order may arrive sooner or later than the given dates.
Can I make changes to my order?
Unfortunately we're unable to amend an order once it's been placed.
Can I cancel my order?
Unfortunately we are unable to cancel or edit an order once it's been placed as our warehouse team recieve details of the order straight away. Please note that UK returns are free so please send any unwanted items back to us.
My order has arrived damaged or faulty
If your order is damaged or faulty, please contact Customer Services on our contact us page with your order number and they will advise further. If the item is faulty we may ask you to provide pictures of the item.
I ordered online and received the wrong item(s)
If you have received incorrect items, please contact our customer services team.
An item is missing from my order
If an item is missing from your order it is likely that it was out of stock at the time the order was placed. If this is the case, then you will have automatically been refunded. Please note fragrances are shipped separately.
Am I able to exchange?
Unfortunately, we are currently unable to offer exchanges, but please do send the garments back to us for a full refund.
How safe is it to order online?
We take security very seriously, which is why we are committed to ensuring your information is safe and secure. We have robust security systems and procedures in place to ensure we safeguard information we collect online.
Deliveries
What are the Christmas and New Years delivery cut off dates?
Christmas Delivery Dates (UK)
Standard Royal Mail: Order by Wednesday 18th December
Next Day DPD Delivery Options (inc. pre-12pm & Pickup): Order by 7:45pm, Monday 23rd December
No deliveries Christmas Day
New Years Eve Delivery Dates (UK)
Standard Royal Mail: Order by Thursday 26th December.
Next Day DPD Delivery Options (inc. pre-12pm & Pickup): Order by 7:45pm, Monday 30th December.
No deliveries New Years Day
For international, please review various delivery services at checkout.
How much does UK delivery cost?
FREE UK Royal Mail standard delivery on all orders when you spend £150 and over, or £5
UK DPD Next Working Day Pickup £7
UK DPD Next Working Day £8
UK DPD Saturday Delivery £10
UK DPD Next Working Day AM Delivery £12
Please see the deliveries page for more information.
How much does International delivery cost?
Our international delivery fees are available at checkout, for an indication of those prices please see below:
•United States: Free Express for orders over $150, $15 below
•Eurozone and Europe: €19 Express, €9 Standard
•Australia: $25 AUD
•Canada: $28 CAD
•New Zealand: $28 NZD
•Norway: 120 NOK Express, 60 NOK Standard
•Switzerland: 12 CHF Express, 6 CHF Standard
•Rest of World: £19 converted to local currency
Please see the deliveries page for more information.
Will I be charged customs or import duties?
You will be charged this at the checkout where applicable.
How long will delivery take?
UK Customers:
Standard Delivery (£5 or free on orders over £150)
Your order will typically arrive within 3-5 working days. Delivered by Royal Mail.
DPD Next Day Delivery (£8)
Order by 7:45pm Monday to Thursday for next day delivery. Orders placed after 7:45pm will arrive the following working day.
DPD Saturday Delivery (£10)
Order by 8pm on Friday to receive your delivery on Saturday.
Please note: Orders are not dispatched on Bank Holidays.
International customers:
(check current status)
Is a signature needed for my delivery?
A signature from you or a neighbour may be required. If no one is home to sign for the parcel, the delivery company will leave a card with further information.
Do you only deliver to my billing address?
Your parcel can be delivered to another address. If you would like your parcel delivered to you at work, make sure to put the name of the company or organisation in the address field, as well as the contact name just to make sure it reaches you.
Is my postcode eligible for express delivery?
We're really sorry to say that there are some exceptions to the express delivery service. Please see below for details –
Orders placed Monday – Friday for delivery to the following postcodes will take 2 - 3 working days:
GY, HS, IM, JE, KW 15-17, PA49, 60 – PA75, PA78, PH30, PH41-44, ZE 2-3
Orders placed on a Sunday for delivery to the following postcodes will take 2 - 3 working days:
AB, BT, DD, EH, FK, G, GY, HS, IOM, IV, JE, KA, KW, KY,ML, PA, PH, TD,ZE
British Forces Deliveries
If you do choose to have your goods delivered to a British Forces address then please note that we are unable to deliver to PO Box addresses. A full postal address is required including a postcode. Sorry about this!
Do you deliver to the Channel Islands and will I have to pay duties?
Nobody’s Child facilitate deliveries to the Channel Islands - please note, goods delivered to the Channel Islands may be liable for customs duties in accordance with the Channel Islands import rules. Therefore, the recipient of the goods (who may not always be the person who originally ordered the goods), will receive a separate request for payment of these charges.
Nobody’s Child has no control over applicable import duties, as such, we will not be able to predict what these charges may be; unfortunately, we are not able to offer support on localised import duty / tax processes. We encourage customers to check the import charges applicable before processing orders.
Where is my NC rental order?
Please contact Zoa’s team directly at customersupport@zoarental.com where one of their rental experts will be able to help you.
Returns & Refunds
How do I return my order?
For all full price items, we accept returns within 30 days of receiving your order if it's in perfect condition, unworn, and with the tags still attached. For all sale and markdown items, we accept returns within 14 days of receipt.
We offer free UK returns, please generate your return via our returns portal here.
For international returns please use the link here to generate your returns. We don't have a free returns option for our international customers so you will be responsible for the cost of sending the return back to us.
You can find the correct order number on your dispatch note listed as the SO reference. It's a 14-digit number that starts with GE.
How do I use the returns portal?
Please follow the link here to our returns portal. Enter your 8-digit order number beginning with NC and your postcode.
You will then be able to choose your returns method. If you’d like a digital QR code that you can take to the Post Office to scan, please select ‘Tracked Returns 48/Labels to Go’ – no printer is required for this method.
If you’d prefer to print your own physical label, please select ‘Tracked Returns 48’ – a printer is required for this method. Once you’ve made this selection, you won’t be able to go back and change your mind, so we kindly ask that you double check you have chosen the most suitable method before proceeding. Please contact our customer service team via heretohelp@nobodyschild.com for more information. Please note, our returns portal will only be open to you within 30 days of receipt.
Within what period should I return an item?
We accept returns for all full price items within 30 days of receiving your order, if it's in perfect condition, unworn, and with the tags still attached. For all sale items or when you have used a voucher code, we accept returns within 14 days of purchase. Please note we are unable to accept returns of earrings for hygiene reasons. If you'd like to return swimwear, please ensure the protective sanitary strip is still intact otherwise we won't be able to issue a refund.
How much does it cost to return an item?
Click 'Forgot your password?' on the login page hereand enter your email address. You will get an email sent to your inbox. Please check your spam folder too.
If you don't receive an email you may not have an account registered with this email address.
How long do returns take to process?
It can take up to 21 days to process your return after your order arrives back with us. If it has passed this time period, then please do reach out to customer services team who can help.
How do I return with Klarna?
Please return your order as you normally would and we'll handle the rest.
How can I track my return status?
You can track your return via your proof of postage, which will let you know when your order has been delivered back to our warehouse. An email will be sent to you once your return is with the warehouse, and a further email will be sent once the refund has been processed.
Do you refund delivery charges?
We currently don't refund delivery fees but postage is free over £150 for UK customers.
Payments
How do I pay for my order?
We accept the following payment methods in the UK: Visa, Visa Debit, MasterCard, Apple Pay, Google Pay. We also accept PayPal and Klarna.
For international customers local payment providers are available at checkout.
When will I be charged?
You will be charged as soon as you have placed your order. If the money hasn't been transferred from your account within 24 hours, the order will be reverted.
What is Klarna?
Find more info here.
Products
Do you have an ethical trading policy?
or all full price items, we accept returns within 30 days of receiving your order if it's in perfect condition, unworn, and with the tags still attached. For all sale and markdown items, we accept returns within 14 days of receipt.
We offer free UK returns, please generate your return via our returns portal here.
For international returns please use the link here to generate your returns. We don't have a free returns option for our international customers so you will be responsible for the cost of sending the return back to us.
You can find the correct order number on your dispatch note listed as the SO reference. It's a 14-digit number that starts with GE.
Will you be getting more stock?
Please sign up to the product and size you are after using our back in stock feature on the product page to be notified once the item is back in stock.
Can we adjust the price of an NC item you’ve already purchased?
Unfortunately, we can’t process price matches for styles that have already been purchased, that may have since changed or are now included in a limited-time promotion, sale or markdown. Due to the nature of our business, products and prices can change from time to time due to stock, size availability and demand across the world.
Are Nobody's Child dresses true to size?
For information on our sizing please look at the size guide available on the product page. There is also information on the model height and size highlighted in the 'product details & fit' tab on the product page.
Discounts, promotions & competitions
How do I use a promotional code?
Enter your discount code into the 'discount code' box at checkout. If the code is valid, your discount will be applied. Please note, only one promotional or discount code can be used per order. Make sure to check whether the code can be used on full price and/or sale items.
Do you offer a student discount?
We offer students 10% off via UNiDAYS. Please see T&Cs here.
What are the terms and conditions of your competitions?
Thanks so much for entering! Prizes are non-returnable and refundable and a cash equivalent cannot be given. We also cannot exchange any winning garments so do be sure on the sizing you are requesting if you do happen to win. Good luck x
Technical help
What if I forget my Nobody's Child login password?
Click 'Forgot your password?' on the login page and enter your email address. You will get an email sent to your inbox. Please check your spam folder too.
If you don't receive an email you may not have an account registered with this email address.
How do I unsubscribe from newsletters?
If you want to unsubscribe, you can find the link to change your preferences on the bottom of our email newsletter.
How can I contact Nobody's Child?
We are always happy to help. Please visit our contact us page for details of how to get in touch.
Free Delivery
*FREE UK Standard Delivery on orders over £150
Free Returns
We offer free returns via our returns portal
Free Shipping
*FREE UK Standard Delivery on orders over £100
