Returns & Refunds

Returns & Refunds

We want you to be happy with every order from Nelokid. If something isn't right, here's exactly how it works.

Your 14-day right to cancel

You have 14 days from the day your order arrives to tell us you'd like to return it, and a further 14 days to send it back. You don't need to give a reason. This is your statutory right under the UK Consumer Contracts Regulations 2013.

How to start a return

Email contact@nelokid.com with your order number and the item you'd like to return. We'll reply with the return address and confirm the next steps. Please don't send anything back before contacting us — we can't process returns we aren't expecting.

Condition of returned items

Items must reach us in a re-saleable condition, with all parts and original packaging. You're welcome to open the box and inspect the toy as you would in a shop. If an item comes back damaged, incomplete or used beyond that, we may reduce the refund to reflect the loss in value.

Who pays for the return

Return postage is paid by you, unless the item arrived faulty, damaged or isn't what you ordered — in those cases we cover the cost. We recommend a tracked service, as we can only refund items that reach us.

Your refund

Once your return arrives and has been checked, we refund you within 14 days to the original payment method, including the standard delivery charge you originally paid. If you chose a faster delivery option, we refund the standard rate.

Faulty or damaged items

Email contact@nelokid.com with your order number and a photo. We'll arrange a replacement or a full refund at no cost to you. Your rights under the Consumer Rights Act 2015 are in addition to the 14-day cancellation right above.

Items we can't accept back

For hygiene reasons we can't accept returns of sealed items where the seal has been broken, such as teething toys and bath products. This doesn't affect your rights if the item is faulty.