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The Children's Carousel Returns Policy

If you are not completely satisfied with your purchase, simply return the item(s) to us in their original condition* within 14 days of receipt. We will issue a refund upon receipt and examination. Items should wherever possible be returned in their original (or similarly robust) packaging with a completed Returns Form.

If you require a different item you will need to place a new order online and return the original item for a refund. If you require a different size or colour of the same item, please return the item including a completed Returns Form requesting the different size/colour and we’ll do our best to get one out to you upon receipt. If the new size/colour is unavailable we will refund your order and email to inform you. Return postage charges are non-refundable unless your order was faulty or incorrect.
 
* When trying on items of clothing, please ensure that you are not wearing make-up, perfume/aftershave or deodorant which may leave a scent or marks on the item. We will be unable to accept the return of any item where there is evidence that these instructions have not been followed.

Returns Postage

Please Return Items to:

THE CHILDREN'S CAROUSEL, 52-54 GEORGE ST, HASTINGS, EAST SUSSEX, TN34 3EE

If you are returning an item, then the cost for the return postage is down to you. Please complete the returns form and send returning items in a safe and securely packaged box or bag via courier, with the completed return form and original sales receipt. Please note the product is your responsibility until it is received and signed for by us. We are not responsible for parcels lost in transit. We recommend that you send your return via a secure and traceable courier who can insure your parcel. You are strongly encouraged to obtain proof of posting and keep it safe.

DOWNLOAD RETURNS FORM HERE

International returns please note

If you are returning anything to us from outside the EU you must complete a customs declaration correctly indicating that the package contains “returned goods” or similar. If your parcel is stopped in UK customs and a charge levied, we will refuse payment and the package will be returned to you. Under no circumstances will we pay customs duty in order to receive back our clothes.

Missing or Faulty Items

Part of order missing or damaged on arrival

Regrettably mistakes can happen. If you have received your order and an item is missing or damaged, please first check your dispatch note for any indication that the item is being dispatched separately. If the item is not included on the dispatch note, it will be arriving separately. If the item is listed but not present, please email mail@thechildrenscarousel.com quoting your order number and stating the missing/damaged item and we will investigate the matter further. Please keep original packaging of missing or damaged items which must be reported within 48 hours of receiving them.

Faulty Item

Please contact us at mail@thechildrenscarousel.com, We advise sending photos of items with defects. We will then advise on how to send the faulty item back it must be returned within 5 working days  Due to technical processes used, it is imperative that each individual garment’s washing instructions are adhered to exactly as stated on the care label. Each garment is wash-tested thoroughly and quality-checked on each production batch prior to leaving the supplier. We cannot accept returns that have been torn or damaged due to incorrect washing or use.

Processing Refunds

Please allow 7-10 working days from receipt of a return for us to process a refund or exchange. Once a refund is processed you will receive a confirmation email (the email will be sent to the same email address as your order confirmation). After receiving the confirmation email, please allow a further 5-10 working days for the refund to clear into your account. This time frame is dictated by your bank or card issuer and is outside of our control. Your refund will be credited to the same card or payment method with which you made your original purchase. If for any reason this is not possible, (e.g. the card has expired) we will contact you to discuss alternatives.

Distant Selling Regulations

Under the United Kingdom's Distance Selling Regulations, you have the right to cancel the contract for the purchase at any point from the time of ordering until 14 Days after delivery. This must be in writing, i.e. e-mail, or by post and we must receive the item(s) back by the 14th day after they arrived with you.

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