Terms & Conditions

General information

Onlinekids

CVR nr. 31767989
Greve Main 23
DK-2670 Greve
Denmark

Administration: administration@onlinekids.com
Claims: customerservice@onlinekids.com
Customer service: customerservice@onlinekids.com

Phone number: +45 70 500 289


Payment

Which payment options do I have?
At Onlinekids.com you will be able to pay with:
VISA, Mastercard and PayPal. It is free to pay by card.

PayPal
You have to create a PayPal account, in order to use this service. When you trade with PayPal, you can be covered by PayPal’s Buyer Protection, if in all cases, something is wrong. Should you need to return the item you purchased, PayPal will refund you for your return costs. See Terms and Conditions for Buyer Protection and Compensation for any Return Policy on PayPal. We do not charge a fee when paying with PayPal.


Delivery

When will my order be sent?
We offer speedy delivery to all European countries! We strive for all orders to ship within one business day. If delivery is prolonged due to goods’ placement in external storage, this will be noted on the current product, and thereby visible before making your purchase. All items on your order will be shipped together in one parcel.

Different delivery forms
Shipping options and costs depend on the size and weight of the goods you ordered. We’ve described the overall options below and you can always find your shipping options, costs and time at the checkout page. You are always welcome to contact our customer services if you have questions.

-          Currently we ship with UPS. The price of shipping depends on which country you are in. See your current rates here.

-          We do not offer freight transportation outside Danish boarders. Reservations are made for incorrectly registered goods in connection to freight.

Can I change my shipping address?
If you want to change your shipping address, contact our customer service team as soon as possible. In order to keep our fast delivery times, your order will be processed as soon as it has entered our system. Therefore, we cannot guarantee we can make the change.
 

Where is my package?
Once your order has been shipped from our warehouse, we will send a delivery confirmation by email with tracking number. Click the tracking link in the delivery confirmation and you will be directed to the courier website, which will display the latest information about your delivery.
 

Return & exchange

We get it… The stuff you bought, isn’t quite right, the size is a bit off e.g. That’s perfectly fine.
We’ve made it super easy for you to return to us – even though we would love if you kept the item and loved it forever and ever.

We offer a 365-day return period from the day you receive your item.

IMPORTANT: If you received a damaged item, you need to file a claim online and await our response before doing anything else. Check our Claims section to get more information on claims. If the shipment is damaged and thus has damaged the product itself, please contact our customer service team at customerservice@onlinekids.com.

We offer 14 days right of withdrawal. Get more information in our Right of Withdrawal section.

If you request a refund for an item during the above timeframe but you can’t return it to us for some reason, please get in touch – but any refund will be at our discretion.

 

How do I return an unwanted item?
In order to return an unwanted item, you have to Create your return on our website. This is how:

1)       Go to onlinekids.com and find ‘Create return’ in the menu.

2)       Log in by using your order number and the email you used when placing the order.

3)       Select the item(s) you are returning, and the reason for returning it/them.

4)       Return the items to us, using the return label from the original package. If you have lost the label, you have the opportunity of printing a new one.

Once this is done, return the item(s) as described below, and we will refund you within 10 days of receiving the item(s) at our warehouse. All returns are subject to our original condition and fair use policies.

You must return the item(s) to us without delay and no later than 14 days after you have notified us that you wish to exchange. You must bear the direct costs of returning the item. Upon return, you are responsible for the item being packed properly. You bear the risk of the item until we receive it at our warehouse.

We’ll send you an email as soon as we’ve completed your return.

 

Shipping returned items
All returned items should be wrapped and well packaged so that the products original packaging is not damaged. Return all items with original packaging and the tags still attached. You may not tape or paste anything directly on the product's original packaging.
Do not assemble furniture as it may cause significant impairment.

NOTE! You have the legal responsibility for your return until it arrives at our warehouse. Please note the package ID of the package that you ship in return to us and request a receipt from the courier.

The right to return or exchange a product does not apply to goods with broken seals / without tags. The right to return or exchange a product does not apply to certain items due to health or hygiene reasons, for example, care products as lotions and creams.
Due to security reasons, the right return or the right to exchange does not apply to mounted prams and child seats.

Feel free to contact our customer service team if you have any questions.



How do I make an exchange to a different size?
In order to exchange an item, you have to Create your exchange on our website. This is how:

1)       Go to onlinekids.com and find ‘Create return’ in the menu.

2)       Log in by using your order number and the email you used when placing the order.

3)       Select the item(s) you are exchanging. Please note which size you wish to exchange to.

4)       Return the items to us, using the return label from the original package. If you have lost the label, you have the opportunity of printing one at this step.

Once this is done, return the item(s) as described below, and we will ship the correct size as soon as we receive your parcel.

You must return the item(s) to us without delay and no later than 14 days after you have notified us that you wish to exchange. You must bear the direct costs of returning the item. Upon return, you are responsible for the item being packed properly. You bear the risk of the item until we receive it at our warehouse. We will bear the cost of sending the new item back to you.

All returns are subject to our original condition and fair use policies. Check our ‘Return & Exchange ‘policies, to find out more.
 

Shipping exchanged item(s)
All exchanged items should be wrapped and well packaged so that the products original packaging is not damaged. Return all items with original packaging and the tags still attached. You may not tape or paste anything directly on the product's original packaging.

Do not assemble furniture as it may cause significant impairment.

NOTE! You have the financial responsibility for your return coming to us. Please note the package ID of the package that you ship in return to us and request a receipt from the courier.

The right to return or exchange a product does not apply to goods with broken seals / without tags. The right to return or exchange a product does not apply to certain items due to health or hygiene reasons, for example, care products as lotions and creams.
Due to security reasons, the right return or the right to exchange does not apply to mounted prams and child seats.

All returns are subject to our original condition and fair use policies. Check our ‘Return & Exchange ‘policies, to find out more.

Feel free to contact our customer service team if you have any questions.



Can I return a product bought at a discounted price?
You always have the opportunity to return a product bought at Onlinekids.com. If the product has contributed to a discount (e.g. (and not limited to), offers that generate a discount when you shop for a certain amount), you will not be able to keep your discount if the items you keep add up to an amount lower than the threshold.
 

Can I return care products or products with an overdue expiration date?
Always check the product info section for details on whether the item is returnable. For certain care products, we do not accept return due to hygienic reasons. We do not accept the return of products with an overdue expiration date.
 

Have you received my returned item?
It normally takes up to 10 working days for the parcel to be delivered back to our warehouse and proceeded. All returns are subject to our original condition and fair use policies. Check our ‘Return & Exchange ‘policies, to find out more.

We will send you an email as soon as we have completed your return.



Refunds

How long does a refund take?
As soon as your return is processed and approved, you will be refunded to the payment option you specified when purchasing. It may take up to 5 business days for our warehouse to process your return after it has arrived at our warehouse. All returns are subject to our original condition and fair use policies. Check our ‘Return & Exchange’ section, to find out more.

If you haven’t received a confirmation email from us regarding receiving your return, we recommend that you trace the return label on the couriers’ website.

If you have received a confirmation email from Onlinekids regarding receiving your return, a refund will be made shortly. It will take 3-5 business days for your money to appear on your account.

We’ll send you an email as soon as we’ve completed your return.

PLEASE NOTE: During holiday periods, or exceptionally busy periods, the processing time for your return may exceed 5 business days.
 

What is refunded?
If you use your right of withdrawal, you will receive all payments including delivery costs. If you have chosen a delivery form mode expensive than the cheapest we offer, we will only refund you for the cheapest delivery form.

If you are returning an unwanted item, we will refund you the cost of the product. You bear the cost of shipping.
 
You must return the item(s) to us without delay and no later than 14 days after you have notified us that you wish to use your right of withdrawal. Upon return, you are responsible for the item being packed properly. You bear the risk of the item until we receive it at our warehouse.


How do I receive my refund?
It normally takes up to 10 working days for the parcel to be delivered back to our warehouse and proceeded. All returns are subject to our original condition and fair use policies. Check out ‘Return & Exchange’ above, to find out more.

We will process the refund using the same means of payment that you used for the original transaction.

We will refund you as soon as we have processed the returned item at our warehouse. It will take 3-5 business days for your money to appear on your account.


Can I get a refund if the price has changed since I ordered it?
As an online business our prices change in response to trends, stock and demand from customers. We don’t offer a refund of in case of a price change.

What should I do, if my refund is incorrect?
We’re really sorry if we’ve made a mistake with your refund!

If this is the case, please get in touch with our customer service team at customerservice@onlinekids.com and we’ll try and sort it out for you as soon as possible. Please make sure you include your order number and any details relating to the refund when you get in touch.

Before contacting us, there are a couple of things that may affect the amount you have been refunded:

-      The delivery charge, which is only refunded when using you right of withdrawal or if the goods are faulty.

-      Any discounts that were applied at the time of sale, which may not now be applicable, will be withdrawn from you refund.
 

What is your right of withdrawal?

At Onlinekids we offer 14 days right of withdrawal. The right of withdrawal expires 14 days after the day you:

1. Receive your goods or
2. Receive the final goods, if we have entered into an agreement about splitting one order into more than one shipping parcel.

The right of withdrawal only applies when used on the entire order.
 

How do you use your right of withdrawal?
Within 14 days of receiving your order, you have to let us know that you wish to use your right of withdrawal. Send the information to customerservice@onlinekids.com and make it clear that you wish to exercise your right of withdrawal. It is not an option to refuse receipt of the parcel when using your right of withdrawal.

When using you right of withdrawal and sending the order back to us, you must pay for the cost of return shipping. You are entitled to a full refund for all items on the order and the cost of the cheapest shipping we offer. If you have chosen a special form of delivery when placing your order, we will only refund you for the cheapest shipping we offer.



Can I try the item before using my right of withdrawal?
We must be able to resell the item. Therefore, the item must appear as new when you send it back.
You can try on your purchase, but must not take the purchase into use. You can unpack the toy and examine it, but can’t let your children play with it. Do not assemble furniture, as they will diminish considerably in value.

If the item is damaged or bear the mark of use when you return it to us, you do not lose your right of withdrawal. However, you may have to pay a part of the price of the item if it lost value due to usage.

If the item is worthless after use, you cannot get a refund.

Onlinekids assesses all items upon return. If you disagree with our assessment, please check our Right of appeal section for more information.

IMPORTANT: Uncollected / Undelivered parcels (resulting in the courier not being able to deliver the parcel) will cost you a fee.
See the current fee here.

Claims
 

How do I make a claim on a product?
Sometimes a product does not meet the quality you want. In these cases, we will, of course, help you make a claim. When you shop at Onlinekids, you have 24 months to make your claim.
The claim must be made within a reasonable timeframe from finding out about the problem. Your claim will be timely if you make it within two months after detecting the fault.

It is, of course, a requirement that the complaint is justified and that the defect has not arisen as a result of incorrect use of the product or other damaging behaviour.

Depending on what the problem is, we offer to repair the item, exchange it to a new, refund your money or give a partly refund.

Follow the steps below and complete your claim with the right information so we can help you faster.

Issuing a claim for a stroller
We will do our very best to process your case as fast as possible. In order for us to process your claim, we need you to do the following:

- Send a claim to our customer service team via our web form on the customer service page
- Include your order number when making a complaint
- Describe the defect on the product
- Always attach a few images / video so we can see what the problem is. As a minimum we need a closeup of the problem, and an image from a distance, so we can see where on the stroller, the problem is.
- Attach the strollers’ serial number.

Our customer service will send you a confirmation mail when receiving your claim. Please note that we have to await a response from the supplier, before getting you back to you with a solution.

Issuing a claim for all items (except strollers)
We will do our very best to process your case as fast as possible. In order for us to process your claim, we need you to do the following:

- Send a claim to our customer service team via our web form on the customer service page
- Include your order number when making a complaint
- Describe the defect on the product
- Always attach a picture / pictures of the damaged product / item so we can see what the problem is

Our customer service will send you a confirmation mail when receiving your claim. Please note that with certain items, we have to await a response from the supplier, before getting you back to you with a solution.

When should I make my claim?
Make your claim within ‘reasonable time’ after detecting the fault. Your claim will be timely if you make it within two months after detecting the fault.

 

Will you refund my shipping costs in case of a claim?
Yes, if your claim is justified, we will refund your shipping costs. The costs must be reasonable and accepted by our customer service team, before sending the faulty item back to us.
Please check ‘How do I make a claim on a product’ above, or contact our customer service team, if in doubt.

I have received a faulty item.
We’re really sorry to hear that, and we will help fix the problem.

- Send a claim to our customer service team via our web form on the customer service page
- Include your order number when making a complaint
- Describe the defect on the product
- Always attach a picture / pictures of the damaged product / item so we can see what the problem is.

Await our response before doing anything else.
 

I’m missing an item from my order.
We're sorry there's an item missing from your order. Please contact us at customerservice@onlinekids.com within 2 weeks from delivery and we’ll do our best to help you.

 

Can I cancel my order after placing it?
If you want to cancel your order, please contact our customer service team as soon as possible on +45 70 500 289 (between 9-16). In order to keep our fast delivery times, your order will be processed as soon as it has entered our system. Therefore, we have to move quick to cancel an order.



I’ve cancelled my order – when will my money be available again?
If you’ve cancelled an order, we do not charge you for the order. An order is only charged when leaving our warehouse.
Depending on which payment method you selected at checkout, the time it takes for the money to become available to you again, can vary:

-       Credit or debit card - your payment provider will reserve the funds ready for us. You may notice the amount on your bank statement with a 'Pending or Reserved status'.

-       PayPal - the funds will be reserved ready for the payment to be authorised. You may notice a pre-authorisation transaction ID on your account.

When you cancel the order, the reserved funds will be made available to you again. This can take up to 10 working days depending on your payment provider and we're not able to speed up this process.

If the funds have not been released after 10 working days, please contact your bank.


 

Your personal data


How we use your personal data
In order for you to place orders on www.onlinekids.com, we need the following information:

-          Name

-          Address

-          Phone number

-          Email

We register your personal information for the purpose of being able to deliver the ordered items to you.

The personal information is registered with Onlinekids and stored for five years, after which the information is deleted.

When personal information is collected via our website, we ensure that it you give your express consent, so that you are informed about exactly what information is collected and why.

The director and the IT manager at Onlinekids have access to the information we have registered.

Data manager at Onlinekids is Nickolass Urup-Madsen.

How we process and store your personal data.

-          We do not store customer information encrypted.

-          We do not transmit customer information encrypted.

-          Information submitted to Onlinekids is not passed on or sold in any way to third parties, and we do not register any personal sensitive information.

As registered with Onlinekids you have the right to object to the registration. You also have the right to get insight into what information is registered about you. You have these rights in accordance with the Personal Data Act.
Inquiries in connection with this should be directed to Onlinekids via administration@onlinekids.com.

 

Right of appeal

If you wish to make a complaint regarding your purchase, please contact us at customerservice@onliekids.com. If we do not succeed in finding a solution, you can submit a complaint with the European ODR (Online Dispute Resolution), provided that the conditions for this is met.
 

How do I appeal to the ODR?
The ODR (Online Dispute Resolution) portal is created to help consumers and businesses to resolve disputes. In order to make a complaint on the portal, click here and follow the instructions.