FAQ

How do I create an account?
To create an account, go to the My Account (Avatar) section in the top right corner, then select Create Account. Then, in the form, we will ask you to enter your name and login details including email address and password.

I've forgotten my login password – what should I do?

If you have forgotten your login password, you can use the reset option. Go to the login page and press ‘Forgot Password’. In the form, you will be asked to enter the e-mail address which the account was created from. After a while, you should see an email in your inbox with a link to reset your password. After clicking on the link, you will have the option to change your password to a new one.
Sometimes, these types of messages with a reset link end up in spam. Be sure to check this folder if nothing has landed in your main inbox. If you have not received an email from us informing you that you can change your password, please contact Customer Service: hello@kidstory.eu 

How can I change the details on my account?

All the information that you have entered in your user account can be changed on an ongoing basis. Log in to your account by clicking here.
In your My Account panel you can change your primary shipping addresses.

How do I delete my account?

If you want to delete your Kid Story.pl account, please contact Customer Service: hello@kidstory.eu

 

ORDER

How do I place an order?

If you need step-by-step guidance on how to place an order from the Kid Story store, head over to our section, How to order, in which you will find all the necessary information.

How do I use a discount code?

If you want to use a discount code in the Kid Story store, add the items to your cart and then click Checkout. In the order summary on the right, below the amount to be paid, you will find the option Discount code. Enter the discount code and press Apply. When you press it, the amount in the order summary should be reduced.
The discount code cannot be combined with other promotions (it does not activate the discount on discounted products).

Why can't I add a product to my cart?

To correctly place a product in the shopping cart, you need to select its size from the list (this also applies to the "OS" marking, which refers to products that come in the same size).

What is the delivery time of the order?

Orders in the Kid Story store are shipped within 48 hours on business days from the moment the payment is credited to our account. During this time, orders are prepared for shipment and handed over to the courier for delivery. 
The courier company will inform you by e-mail and/or telephone about the estimated date of delivery. You can easily locate and track your shipment. Here you will find all the tracking information.

What are the delivery methods?

You can find information about delivery options and costs in the Kid Story store by clicking here.  

Can I get an invoice?

An electronic invoice is attached to each order in the Kid Story store. We send it as an attachment in the order confirmation email.

Can I get a VAT invoice?

If you are placing an order on behalf of a company, you will need to enter all the necessary data (tax identification number, company name, etc.) during the third stage of placing the order (Invoice and payment) and click on the Save Address button. When finalizing the order, it is necessary to additionally verify whether the company's data matches.

Can I place an order by phone or e-mail?

No, orders should be placed via Kid Story.eu

Can I change my delivery address?

If you need to change your delivery address, please contact Customer Service.
Once the order has been handed over to the courier company, it is possible to change the delivery address via the carrier's website.

How and at what stage can I edit an order?

You can edit your order before it is submitted for processing. At this stage, you can change the address and delivery method, shipping/billing details, and the contents of the order. To do so, please contact Customer Service: hello@kidstory.eu  

How do I cancel my order?

You can cancel your order before it is ready to be processed. To do so, please contact our Customer Service: hello@kidstory.eu

Why was my order cancelled?

Cancellation of an order may include payment issues (you have not paid for the order) or product availability.
Information about the cancellation is sent by a separate e-mail and can also be found in the My Account tab in the Orders section. 

 

RETURNS & COMPLAINTS

How can I return a product?

Any product purchased from the Kid Story store can be returned within 30 days. The returned goods must not show signs of use. You can find all the information about the return policy and procedure in the Returns tab.

How do I register a return shipment on the DPD website?

To arrange for a courier to collect your return shipment, click here and then enter the consignment note number found on the label of the received parcel in the upper left corner. This number is 14 characters long. You can also copy it from your order's shipping confirmation.

How long do I have to return/exchange a product?

You have 30 days from receipt of your order for an exchange or return.

How can I make a complaint?

Complaints can be made in respect to all products purchased in the Kid Story store.

What is subject to a complaint?

All products purchased in the Kid Story store are subject to complaints.

How do I get my refund?

In the case of a positive return or complaint, the refund is made in the same form in which the payment for the order was made. If you have chosen the option of payment by traditional bank transfer or cash on delivery, you must provide the bank transfer details in the return or complaint form.
The refund should be credited to your account within 14 days from the moment we receive the return shipment or after accepting the complaint request. In practice, refunds are made within 3-5 business days.

 

Security & Others

Are payments on the website safe?

Online payments for purchases in the Kid Story store are made via ……………………. The available options (online payment by credit card and electronic transfer) are completely secure. 

How is my data used?

All information about the storage, processing and use of personal data can be found in the Privacy and Cookies Policy.  

Can I buy products in-store?

Currently, sales in the Kid Story store are conducted exclusively online. If you don't know how to order a product from us, go to the guide where we have described all the purchase stages. If you have any questions or concerns, please contact our team.

 

How do I contact Kid Story.EU?

Our team is at your disposal at every stage of the purchase. If you need support, have questions or concerns, please contact us. You can do this via the contact form, email or directly by calling our hotline. You can find all the contact details here.