FAQs
About Orders
Can I change my shipping address after placing an order?
Of course! If your order hasn't shipped yet, we'll do our best to update your address. Just contact us as soon as possible through our contact page with your order number and the correct address.
Can I change my billing address after placing an order?
Unfortunately, billing addresses cannot be changed once an order has been placed. But don't worry! As long as your payment was successful and your shipping address is correct, your order can still be delivered.
My toy arrived damaged. What should I do?
We're so sorry about that! We want every Kidipilo delivery to be a happy one. Please email us at contact@kidipilo.com with your order number and a photo of the damaged item, ideally within 30 days of delivery. Our team will review the issue and help make things right. This does not affect your statutory consumer rights.
I received the wrong item. What should I do?
We're sorry for the mix-up! Please send us a photo of the item you received, along with its packaging and your order number, ideally within 30 days of delivery. We'll look into it and help resolve the issue as quickly as possible.
Something is missing from my order.
No worries! Sometimes items from the same order are shipped in separate packages, so they may arrive on different days. If an item is still missing after 15 days, please contact us at contact@kidipilo.com and we'll be happy to help.
How can I contact Kidipilo?
We're always happy to help! You can reach our team through our contact form or email us directly at contact@kidipilo.com.
Shipping Information
How much does shipping cost?
Shipping costs depend on your delivery location. You'll see the exact shipping fee in your local currency at checkout before completing your purchase.
When will my order be shipped?
We typically prepare and dispatch orders within 24 to 48 hours after payment confirmation. During busy periods, such as Christmas or special promotions, processing may take a little longer.
How long does delivery take?
Standard delivery typically takes 5 to 7 business days after dispatch, depending on your location. Please note that delivery times are estimates and may vary during holidays or peak shopping seasons.
How can I track my order?
As soon as your order ships, we'll send you an email with your tracking number. You can use it to follow your package anytime on 17TRACK.
My tracking information hasn't updated. Is that normal?
Yes, that's completely normal! Tracking information can sometimes take 24 to 72 hours to update after your package has been shipped. If you still don't see any updates after that, just reach out to our team and we'll be happy to look into it.
Returns and Exchanges
Can I return or exchange my order?
Absolutely! We offer a 30-day return policy, which means you have 30 days after receiving your order to request a return.
To qualify for a standard return, your item should be in the same condition you received it, with its original packaging and any included accessories. You'll also need your order number or proof of purchase.
To request a return, simply contact us through our contact page. If your return is accepted, we'll provide instructions on how and where to send your package.
Please don't send items back without contacting us first.
What if my toy arrives damaged or defective?
We're sorry if that happens! Please contact us as soon as possible with your order number and a photo of the issue. We'll review the situation and help arrange an appropriate solution.
Can I exchange a toy for something else?
The easiest way is to return the original item and place a new order for the toy you'd prefer once your return has been accepted.
When will I receive my refund?
Once we've received and inspected your return, we'll notify you about your refund status. If approved, your refund will be issued to your original payment method within 10 business days.
Please keep in mind that your bank or payment provider may need additional time to process the refund.
If more than 15 business days have passed since your refund was approved, please contact us and we'll be happy to help.
For more information, please review our Return and Refund Policy.
Payments and Promotions
Which payment methods do you accept?
We accept major credit and debit cards, including Visa, Mastercard, and American Express, as well as PayPal, Shop Pay, and Google Pay, where available at checkout.
Is it safe to shop at Kidipilo?
Absolutely! Your security is important to us. Our website uses HTTPS encryption, and payments are processed through trusted, secure payment providers.
We don't store your full credit card details, so you can shop with peace of mind.
Do you offer special promotions?
Yes! We love helping families discover great toys at great prices. Keep an eye on our website for special offers, seasonal deals, and exciting promotions throughout the year.
About Our Toys
What kind of toys does Kidipilo sell?
At Kidipilo, we offer a selection of fun, creative, and educational toys for children. From building sets and hands-on activities to imaginative play, our toys are chosen to make playtime more exciting and meaningful.
Are your toys educational?
Many of our toys are designed to encourage creativity, imagination, problem-solving, and learning through play. We believe kids learn best when they're having fun!
How do I know which toy is right for my child's age?
Each toy has its own recommended age range, which you can find on the product page. We recommend checking the age guidance and any safety information before purchasing to make sure the toy is suitable for your child.
Are your toys suitable for both boys and girls?
Of course! We believe playtime is for everyone. Our toys are designed around different interests, activities, and developmental stages, so every child can find something they'll enjoy.
Do your toys require batteries?
It depends on the toy! Some are ready to play straight out of the box, while others may require batteries. You'll find this information in the product description whenever applicable.
Are assembly instructions included?
Some toys, such as building sets and activity kits, may require assembly. Please check the individual product description for details about assembly and included instructions.
Are your toys good Christmas or birthday gifts?
Definitely! Whether it's a birthday surprise, a Christmas present, or a little treat just because, Kidipilo is all about making playtime special. Our collection includes fun and engaging gift ideas for different ages and interests.
How can I choose the best toy for my child?
Think about what your little one enjoys most! Do they love building things, solving puzzles, exploring, or getting creative? Our product descriptions can help you find something that matches their age and interests.
What if I have a question about a specific toy?
We're here to help! Simply send us a message at contact@kidipilo.com or use our contact form. We'll be happy to answer your questions before you order.
Still Have Questions?
We're always happy to help make your Kidipilo experience as smooth and enjoyable as possible!
Our customer support team is available 7 days a week, from 9:00 AM to 5:00 PM.
Email: contact@kidipilo.com
Contact page: https://kidipilo.com/pages/contact