FAQ
Frequently Asked Questions
Welcome to the NeloKid FAQ. Here you’ll find answers to some of the most common questions about ordering, delivery, returns and refunds.
If you need any further assistance, please contact us at contact@nelokid.com.
About NeloKid
How can I contact customer service?
You can contact us through our Contact Us page or by email at contact@nelokid.com.
Our customer service is available Monday to Friday, and we aim to respond within 1–2 working days.
Do you have a physical store?
No. NeloKid is an online-only store.
Who operates NeloKid?
NeloKid is operated by WESTBRIDGE GROUP LLC.
Our registered business address is:
8206 Louisiana Blvd NE
Albuquerque, NM 87113
United States
Where do you deliver?
We currently deliver to customers within the United Kingdom.
Delivery
Do you deliver internationally?
At present, we deliver only within the United Kingdom.
Do you offer free delivery?
Yes. Free UK delivery is available on orders over £80.
For orders below £80, any applicable delivery charge will be displayed at checkout before you complete your purchase.
For more information, please see our Shipping Policy.
How long will my order take to arrive?
Our estimated delivery times are:
- Order processing: 1–3 working days, Monday to Friday
- Transit time: 6–9 working days, Monday to Friday
- Estimated total delivery time: 7–12 working days, Monday to Friday
Delivery estimates may occasionally be affected by public holidays, carrier delays or circumstances outside our reasonable control.
Please see our Shipping Policy for full details.
How can I track my order?
Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information where available.
You can also follow your delivery through our Order Tracking page.
Which delivery company will deliver my order?
We work with trusted delivery partners. The carrier used may vary depending on the product, delivery address and shipping method.
Orders & Cancellations
Can I cancel my order after placing it?
You may request a cancellation within 1 hour of placing your order, provided the order has not already been processed.
Please contact us as quickly as possible at contact@nelokid.com.
Once an order has entered processing or has been dispatched, we may no longer be able to cancel it. You may still have the right to return eligible items in accordance with our Returns & Refund Policy.
Can I change my delivery address after ordering?
Please contact us as soon as possible at contact@nelokid.com.
If your order has not yet been processed, we will try to update the delivery details. Once an order has been dispatched, we may not be able to change the address.
Returns & Refunds
What is your return policy?
If you change your mind, you must notify us within 14 days of receiving your order.
Once you have notified us, you then have a further 14 days to return the item.
Returned items should be in their original condition and include their original packaging, accessories and labels where applicable.
Please see our Returns & Refund Policy for full details.
Who pays the return shipping costs?
If you are returning an item because you have changed your mind, ordered the wrong item, size or colour, or no longer want it, you are responsible for the direct cost of returning the item.
If the item is faulty, damaged on arrival or incorrect, you will not be required to pay the return shipping costs.
Do you charge a restocking fee?
No. We do not charge a restocking fee for eligible returns.
What should I do if my item arrives damaged, faulty or incorrect?
Please contact us at contact@nelokid.com with your order number and details of the issue.
If appropriate, we may ask you to provide photographs or other information so that we can investigate the issue.
Where the item is faulty, damaged or incorrect, we will provide an appropriate solution in accordance with your consumer rights, and you will not be charged the applicable return costs.
Can I exchange an item?
If you would like to exchange an eligible item for another available size, colour or product, please contact us at contact@nelokid.com.
Where the exchange is requested because you have changed your mind or selected the wrong variation, the return and applicable re-delivery costs are the customer’s responsibility.
If the exchange is required because we sent an incorrect or faulty item, you will not be charged the applicable shipping costs.
When will I receive my refund?
Once your return has been received, we will inspect it and process the refund where applicable.
For eligible cancellations, refunds will be issued within the timeframe required by applicable law, generally within 14 days of receiving the returned goods or receiving evidence that they have been sent back, where applicable.
Refunds are issued to the original payment method.
Your bank or payment provider may take additional time to display the refund in your account after we have processed it.
Will my original delivery charge be refunded?
If you exercise your statutory right to cancel an eligible online purchase, the cost of the standard delivery option originally paid will also be refunded where required by law.
If you selected a more expensive delivery service, any additional amount above the standard delivery charge may not be refundable.
Are any items non-returnable?
Certain items may not qualify for change-of-mind returns where an exemption applies, including certain personalised products or sealed hygiene-related products once opened.
Where applicable, this will be clearly indicated.
This does not affect your rights if an item is faulty, damaged or not as described.
Products
How do I know which product is right for my child’s age?
Where applicable, our product pages include a recommended age range, dimensions and product information to help you choose.
Always refer to the information provided on the individual product page before ordering.
What exactly is included with my order?
Please check the “What’s Included” section on the relevant product page.
Lifestyle photographs may include decorative items or accessories for illustrative purposes. The product description, selected variant and “What’s Included” information specify what you will actually receive.
Will the product look exactly like the photos?
We make reasonable efforts to display our products accurately.
However, colours may appear slightly different depending on your screen settings, and some lifestyle imagery may be used for illustrative purposes.
Please refer to the product images, specifications, selected variant and “What’s Included” information for the details of the product you are purchasing.
Need More Help?
If you cannot find the answer you’re looking for, please visit our Contact Us page or email:
Store: NeloKid
Company: WESTBRIDGE GROUP LLC
Customer service: Monday to Friday
Response time: 1–2 working days