ORDERING
Suspicious orders
Please note orders which use automated shopping tools and orders that come in when goods are in preview mode and should not be shoppable will be cancelled. Due to card processing fees and warehouse fees we will deduct a £5 charge when cancelling these non genuine orders.
Cancelling and amending
Due to the large volume of orders we receive at launch time, we are unable to cancel or amend orders and prevent them being dispatched from our shipping partner. Our fulfilment systems are automated and rely on various apps to work quickly and effectively through a high volume of orders. Manual adjustments cannot be made by us.
Please take great care when placing your orders – each order is a commitment to buy and cannot be changed.
You may be able to return your order once you receive it, according to the procedure outlined in the ‘Returns’ section below.
Combining orders
We cannot combine shipping for separate orders.
Please ensure you checkout all items you want to purchase together in one single transaction to get the best value shipping cost.
Please take great care when placing your orders – each order is a commitment to buy and cannot be changed.
Language
Please fill in your address in English if at all possible. If it is written in an alternative language our shipping team will translate or we will contact you if needed.
* Please do not write the entire address in the 1st line field of the address form. This confuses our system and orders like this need manual attention so they are processed more slowly. Thank you.
Changes to delivery address
We are unable to change addresses on any orders after they are placed.
Please take care when entering your postal address.
If you notice an inaccuracy (typo) in your delivery address, please contact customer service immediately. (Please note that we cannot change an address we can only correct a spelling mistake.)
Contact customer service at: customerservice@apolina-kids.com
Right to cancel
We reserve the right to cancel any orders without notice, if we believe that goods are not being purchased for personal use.
Maximum orders
Maximum orders apply due to weights/ shipping costs. As a rough guide, maximum order weight would be exceeded over 6 garments or 8 items when including smaller accessories.
Duty
Customers with delivery addresses outside of the UK are responsible for their own applicable Duties, VAT and import taxes. These are not included in the cost of shipping. Apolina is not liable for customers import charges.
We have no control over these costs. They are set by each countries government and vary widely depending on your location. You can usually find details of the import tax on your local government website.
Refusal to pay duties or refusal to accept a package does not mean the package will be returned safely to Apolina.
We can not be held liable for refunding customers in this case. If we do receive a refused parcel back at our warehouse we will always deduct reimportation tax from any refund owed. We will also deduct the associated costs from our fulfilment company who charge to receive and unpack the parcel, steam and fold goods and return items back into warehouse stock.