Refund policy
At Kiddla, we want you and your little one to be happy with your order. If something is not right, we’re here to help.
Returns
We offer a 30-day return policy. This means you have 30 days after receiving your order to request a return.
To be eligible for a return, your item must be:
- In the same condition that you received it
- Unused and undamaged
- In its original packaging
- Complete with all parts, accessories, tags, manuals, and inserts
- Accompanied by a receipt or proof of purchase
For safety and hygiene reasons, children’s products that have been used, damaged, altered, washed, or returned with missing parts may not be accepted.
How to Start a Return
To request a return, please contact us at:
Please include your order number, the email address used to place the order, and a brief reason for the return.
If your return request is approved, we will provide return instructions. Items sent back without first contacting us and receiving approval will not be accepted.
Return Shipping
Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.
Original shipping fees are non-refundable. If your order included shipping protection, gift wrapping, or other optional service fees, those fees are also non-refundable unless required by applicable law.
We recommend using a trackable shipping service when returning your order. Kiddla is not responsible for return packages that are lost, delayed, or damaged in transit.
Damaged, Defective, or Wrong Items
Please inspect your order as soon as it arrives.
If your item is defective, damaged, or you received the wrong product, please contact us immediately at support@kiddla.com with:
- Your order number
- Photos or videos of the issue
- A photo of the shipping label or package, if available
We will review the issue and do our best to make it right as quickly as possible.
Lost or Stolen Orders
Kiddla is not responsible for packages that are confirmed as delivered by the shipping carrier but are reported as lost or stolen after delivery.
If your tracking shows delivered but you have not received your package, please first check with your household members, neighbors, building reception, mailroom, or local carrier.
We will do our best to assist you with the tracking information, but we are unable to refund or replace orders that have been confirmed as successfully delivered by the carrier.
Non-Returnable Items
Certain items cannot be returned, including:
- Gift cards
- Final sale or clearance items
- Personalized or customized items
- Items that have been used, washed, damaged, or altered
- Items returned with missing parts, accessories, packaging, or manuals
- Products that cannot be returned for safety or hygiene reasons
If you are unsure whether your item is eligible for return, please contact us before sending it back.
Exchanges
The fastest way to receive a different item is to place a new order after your return has been approved.
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
Refunds
Once your return is received and inspected, we will send you an email notification to confirm whether the refund has been approved.
If approved, your refund will be issued to your original payment method.
Please note that it may take additional time for your bank, credit card company, PayPal, or payment provider to process and post the refund to your account.
Order Cancellations or Changes
If you need to cancel or change your order, please contact us as soon as possible at support@kiddla.com.
We process orders quickly, so we cannot guarantee that changes or cancellations can be made once an order has been processed, packed, or shipped.
Contact Us
For any return or refund questions, please contact us at:
Customer Service Hours:
Monday – Friday
10:00 AM – 10:00 PM GMT+8
We aim to respond to customer service emails within 1–2 business days.