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Here you will find the most frequently asked questions and answers regarding shopping at House of Kids.
Ordering
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Answer to ordering
Can I add an item to an existing order?
Unfortunately, it is not possible to add an item to an existing order. If you wish to buy more items you will have to place another order. Please contact us before shipment of your first order and we will be able to ship your orders together.
Is it possible to order a size that is not in stock?
If a size is not shown on the website it is sold out. Please contact us if you have questions about sizes.
Delivery
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Answers to delivery
When will I receive my items?
We will ship your order 1-3 working days after you have placed it – subject to payment and stock availability. If, for any reason, an item is out of stock we will contact you as soon as possible. Please note that on occasion, such as during holiday rush and large sales events, there may be a slight delay in processing time.
An item is missing – what should I do?All shipments are double checked before dispatch. Should it occur that an item is missing, please contact us immediately and we will do everything we can to remedy the situation as soon as possible.
What happens when I am not at home when my parcel is being delivered?
If you are not at home when your parcel is being delivered you will receive a note. You are welcome to give us another address.
I live outside the EU – can I shop at houseofkids.com?
Yes, you can! If your order is being dispatched to a destination outside the EU, you shall be solely responsible for any customs, tax or duty charges. Please be aware these may cause a delay to your delivery.
Can I shop at houseofkids.com from an address outside the EU and have the items delivered to an address in Denmark?
Unfortunately, that is not possible! If you are on vacation in Denmark and buy items that you wish to bring home you should get a customs stamp on the invoice. When you send the stamped invoice to us we will reimburse you the amount for VAT.
Shipping
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Answer to shipping
Can I track my parcel?
All orders are shipped as secured parcels with a trach&trace number – track your parcel at www.postdanmark.dk, www.dhl.com or www.gls.dk.
How will my order be dispatched?
DHL, Post Danmark or GLS will deliver your order to you.
Postage costs?
Costs depend on the shipping destination.
Payment
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Answer to payment
How can I pay for my items?
House of Kids accepts payment by credit card or Paypal for security reasons. We do not have acces to your personal information, and we can only charge you with the amount you have accepted.
Is shopping at houseofkids.com safe?
House of Kids was founded in 2005 and since then we have had thousands of satisfied customers.
House of Kids has been awarded with the e-mark (E-mærket) which is the official Danish accreditation for safe and ethically responsible conduct and trade on the Internet.
We know that a satisfied customer is likely to come back – and we do our outmost to keep our customers satisfied.
Sales
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Answer to sales
I purchased an item and now the price is lower. Can I get a price adjustment?
No, that is not possible! You are, of course, welcome to return your items.
When do you have sales?
We have sales twice a year - typically in January and June.
Now it's sales time – can I be sure to get my items?
An item is yours when you have completed your order and paid for the item(s).
Should an item be out of stock we will contact you.An item disappeared from my basket?
An item is not yours before your have completed the order and paid for the item. You are welcome to place more than one order if you wish to ”secure” an item. If you place more orders, please contact us as soon as possible and we will ship your orders together.
Returns
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Answer to returns
How do I return or exchange an item?
If, for any reason, you are unhappy with your purchase and wish to return it we shall be happy to offer a full refund or exchange providing you send it back to us within 30 days of receipt. Please note that postage and packaging costs will be incurred for exchanges. All items must be returned in a new, unworn condition with their original tags still attached. Shoes must be returned unworn in their original box with any tags still attached.
Can I get a refund for exchanges?
Yes, it is possible to get a refund for exchanges!
For exchanges it will be necessary for us to process your exchange as a refund followed by a new order.Where do I find my returns form?
You will find your returns form on the back of your invoice.
Claims
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Answer to claims
I have received a defective item – what to do?
All items sold by House of Kids are checked for quality control before shipment. However, in the unlikely event that items arrive damaged, please contact us immediately, and we will repair your item. If we cannot repair the item we will send you a new one or refund you the amount.
Please note that pearls, ornamental stiching and the like should be treated carefully.You shall be obliged to give notice of lack of conformity within 2 years and as soon as you have discovered that the item is defective. We will reimburse you the postage costs.
We welcome you to houseofkids.com. We are very interested in a close dialogue with our customers and all your comments are welcome. If you have questions or comments, please contact us at mail@houseofkids.com.
Wrong delivery
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Answer to wrong delivery
I have received a wrong item – what to do?
All items sold by by House of Kids are checked for quality control before shipment. However, in the unlikely event that items arrive faulty, please contact us immediately in order for us to replace your item. We will send you the right item free of charge.
How do I know that shopping at houseofkids.com is safe?
House of Kids takes your security seriously. We implement many layers of safeguards to protect your security and privacy. Our site has security measures in place to protect against the loss, misuse and alteration of the information under our control.
All transmissions that include personally identifiable information are protected using the industry standard SSL (secure socket layer) protocol encryption technology to protect against information loss and assure a secure and trusted experience.We have no access to your credit card information and your card number will not be stored.
Security
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Answer to security
We value our customers, and our priority is to ensure that your personal information is secure and your privacy is respected. We collect your information when you place an order online, in an effort to improve your shopping experience and to communicate with you about our products and promotions. In addition, you may elect to sign up to receive newsletters and e-mail updates about our products and promotions.
House of Kids does not store information about your credit card. We use the Danish payment service provider DIBS' system and all transactions passed between merchant sites and the DIBS systems are encrypted using Secure Socket Layer (SSL) technology. You can feel secure ín knowledge that nothing you pass to the DIBS servers can be examined, used or modified by third parties attempting to gain access to sensitive information. Your details are not disclosed to any third parties without your consent.
When you pay by credit card you will be secured against abuse of your credit card. You have the possibility to reject a payment when you receive your payment history. You have no excess when you shop at a shop using SSL (Secure Socket Layer) in its payment system. This means that shopping in the internet is actually safer than shopping in a ”real” store.
Newsletter
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Answer to newsletter
How do I subscribe to your My House newsletter?
Subscribe to our newsletter here.
How do I unsubscribe to your newsletter?
Unsubscribe to our newsletter in the bottom of our newsletter.
Gift wrap
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Answer to gift wrap
Do you offer gift services?
On request we wrap the items you order and add a greeting card with your personal text – write your text under ”comments”. Your invoice will be sent to you by e-mail.