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INFO

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 9am-5pm (UK time).

 

SIZING

The age range in our sizing should be used as a guideline.

Baby - Fitting true to size.

Child - Due to the nature of the styles they are very versatile in their fit. Please use stated age range as a guide, also we advise checking the garment lengths listed at the bottom of each product description. 

*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, please 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 (weight triggered- approx  5 items or more) £5

 

Europe - Standard £8

Europe - Standard Heavyweight (weight triggered- approx  5 items or more)  £14

 

USA & Canada - Standard £12

USA & Canada - Standard Heavyweight (weight triggered- approx  5 items or more) £17 

 

East Asia - Standard £12

East Asia - Standard Heavyweight (weight triggered- approx  5 items or more) £18 

 

 

Australia & New Zealand - Standard £12

Australia & New Zealand - Standard Heavyweight  (weight triggered- approx  5 items or more) £19

 

 

Rest of World - Standard £12

Rest of World - Standard Heavyweight (weight triggered- approx  5 items or more) £18

  

Unfortunately, we are unable to mark packages as "gift" or "no commercial value".

 

Maximum weight per order applies (Roughly 10 items) 

 

ORDERING

Due to the large volume of orders at launch time, we are unable to cancel or amend orders and prevent them being dispatched from our shipping partner. Please take care when placing orders to avoid any issue. You can return your order once you receive it, according to the procedure outlined in the return section below.

 

We cannot combine shipping for separate orders. Please ensure you checkout all items you are wanting to purchase together in one single transaction to get the best value shipping cost. 

 

Please note: Delivery addresses may be written in English or in the destination country’s  language/characters. (Delivery address is printed onto a sticker).

 

 We reserve the right to cancel any orders without notice, if we believe that goods are not being purchased for personal use. 

Maximum orders apply due to weights/ shipping costs. As a rough guide, maximum order weight would be exceeded over 10 items.

 

DELIVERY LEAD TIMES

 

We aim to dispatch packages within 2 business days. (At extremely busy times such as collection launch, this may extend to 4 business days.)

 

Transit time (after dispatch):

All parcels go with UK Royal Mail on a tracked and /or signed for service.

UK post is targeted at 1 - 2 business days transit time.

International post time is targeted at 7-9 business days.

 

In extreme rare cases International items can take up to 21 days. Royal Mail will not treat a parcel as ‘lost’ until 21 days have passed. At this point we would be able to launch an investigation and would provide a refund to customer on any parcel which was proved to be un-delivered.

 

 TRACKING

You will be sent an automated email with tracking after the item is shipped. The tracking number can be used on UK Royal Mail tracking website and on your local Postal service tracking website (after goods land in destination country.)

If there is no one available to sign for goods at destination address they will be taken to your local postal collection office. Please keep an eye on your tracking to check if this has happened.

 

IMPORT TAXES AND DUTY

Customers with shipping addresses outside UK 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.

 

Refusing to pay duties does not mean the package will be returned safely to Apolina. No refund will be issued, and we can not be held liable.

 

 

 

RETURNS

Full-price sales are eligible for a return within 14 days of the delivery date, please email for approval within 14 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: 

Please email us with your order number and ‘Return’ quoted in the subject line within 14 days of receiving. Goods must then be sent back to the address provided via email within 5 business days of the email confirmation of your return (postage marked within 5 working days).

If goods are returned in a re-saleable condition, you will be offered a full refund for the goods (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. 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.

 

 

 

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.

 

 

 

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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