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CUSTOMER CARE
Need advice? We are always happy to help. Email us contact@apolina-kids.com.
We will get back to you as soon as we can. Our working hours are Mon - Fri 9-5 (UK time).
 
SIZING
The age range in our sizing should be used as a guideline.
Baby - Fitting true to size, with a little room to grow.
Child - Due to the nature of the styles they are very versatile in their fit.
Size ‘Small’ should span age 2-3 years, ‘Medium’ will span ages 3-5 years, ‘Large’ will fit age 5-6 and ‘Extra Large’ will fit 7-8.
*Please note our age data is based on average heights and weights for children in the UK*
If you are unsure of what size to get, send us an email, we are always happy to advise.
 
PAYMENTS
We accept all major credit cards and Paypal.
 
POSTAGE
UK - Standard £3
UK - Standard Heavyweight (over 5 items) £5
 
Europe - Standard £8
Europe - Standard Heavyweight (over 5 items)  £14
Europe - Express £17
 
USA & Canada - Standard £12
USA & Canada - Standard Heavyweight (over 5 items) £17 
USA & Canada - Express £19
 
East Asia - Standard £12
East Asia - Standard Heavyweight (over 5 items) £18 
East Asia - Express £30
 
Australia & New Zealand - Standard £12
Australia & New Zealand - Standard Heavyweight (over 5 items) £19
Australia & New Zealand - Express £30
 
Rest of World - Standard £12
Rest of World - Standard Heavyweight (over 5 items) £18
  
Unfortunately, we are unable to mark packages as "gift" or "no commercial value".
 
DELIVERY LEAD TIMES
We aim to dispatch packages on the following business day. (At extremely busy times such as collection launch, this may extend to 3 business days.)
 
Transit time on standard shipped items:
UK post is targeted at 1 - 2 business days for transit time.
Non UK is targeted at 5 - 7 business days.
*Contact us via the website for a tracking number if you have any concerns*
 
Transit Times on Express shipped items:
Europe: 1 - 2 days
USA: 1 - 3 days
Australia: 3 - 5 days
Rest of World: 2 - 5 days
*We will of course prioritise send outs of express orders.*
 
IMPORT TAXES AND DUTY
Customers with shipping addresses outside UK & European Union are responsible for all duties, import taxes etc. These are not included in the cost of shipping. Customs, duties, and taxes vary widely from country to country; please check with your local customs agency for details on estimated costs.
We have no control over those amounts and will not be held liable.
 
GIFTS
If your purchase is a gift, we will happily add a hand-written message in with your parcel. Please add your message into the comments.
 
FABRICS
All our clothing is made from natural fibres. Across the range we have:
Cotton Poplin - Our signature base, a super soft yet durable heavy weight 100% cotton poplin.
Heavy cotton cheesecloth - Carefully selected for its heavy rustic feel, akin to linen yet slightly smoother hand-feel.
100% Cotton. Linen - 100% linen bringing a casual, well worn quality.
*Paper products are recycled.
 
WASHCARE
We strongly recommend hand-washing all garments. Due to the intricate nature of the embroidery, it will be best preserved when carefully hand-washed and hang dried. We know that for busy Mamas hand-washing is not always possible - you are able to put the garments through a delicates machine wash on a cool temperature from time to time, but this will increase the ‘wear’ on the garment. Always separate out strong colours. Do not tumble dry. Safe to iron.
 
RETURNS
Full-price sales are eligible for a return within 10 days of the delivery date, please email for approval within 10 days.
Products must be returned in an unused, unwashed condition with original tags included.
Customer is responsible for return shipping cost. We recommend a signed for service as we do not accept liability for lost parcels.
Please note, we only accept returns for purchases made on our own website - www.apolina-kids.com
 
Return Instructions: Email us with your order number and ‘Return’ quoted in the subject line within 10 days of receiving. Goods must then be sent back to the address provided within 5 business days of the email confirmation of your return (postage marked within 5 working days). You will be offered full refund (minus the original postage cost) back onto the original payment method.
 
Faulty Items: If you believe you have a faulty item, please email us for instructions. Great care is taken to ensure you do not receive a faulty item but in the unlikely event of this occurring please email us and we’ll do our best to resolve any issue quickly for you. You will receive an exchange if possible or a full refund onto your original payment method and also be re-imbursed for postage.
 
 
Feel free to email us with any feedback, comments or questions... we love to hear from you, and we're happy to help!

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