PERSONALIZED PRODUCTS
Every Kidaro product is made to order and personalized especially for you. Because of this, we cannot accept returns or exchanges. Under EU consumer law, the standard 14-day right of withdrawal does not apply to products made to the consumer's specifications or clearly personalized.
Please double-check the name, spelling, colours, and size before placing your order — we make your item exactly as entered at checkout.
CANCELLING OR CHANGING YOUR ORDER
Changed your mind or spotted a typo? You can change or cancel your order free of charge within 24 hours of placing it. Email us at support@officialkidaro.com with your order number. After 24 hours, your order enters production and can no longer be changed or cancelled.
DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
If your order arrives damaged, defective, or different from what you ordered (for example, a misspelled name caused by us), we'll make it right. Email us at support@officialkidaro.com within 14 days of delivery with:
your order number,
a photo of the issue, and
a short description.
Once confirmed, you choose: a free replacement or a full refund. You never pay return shipping for our mistakes — in most cases you can simply keep or donate the item, no return needed.
WHAT'S NOT COVERED
We can't offer a refund or replacement for: spelling errors made by the customer at checkout, slight colour differences between your screen and the real product, minor variations typical of handmade items, or damage caused by use, washing, or wear.
REFUNDS
Approved refunds are issued to your original payment method within 5–10 business days. If you haven't received your refund after 10 business days, first check with your bank or card provider — then contact us and we'll chase it.
LOST PACKAGES
If your tracking shows no movement for 15 business days or more, contact us. Once the package is confirmed lost, you choose between a free replacement or a full refund. See our Shipping Policy for details.
FAILED DELIVERY
If a package is returned to us because of an incorrect address provided at checkout or because it wasn't collected from a pickup point, we'll gladly reship it — the new shipping costs are the customer's responsibility.
YOUR STATUTORY RIGHTS
Nothing in this policy limits your statutory rights as a consumer, including your right to receive a product that conforms to the agreement.
QUESTIONS?
We're here to help at support@officialkidaro.com — we usually reply within 24 hours on business days.