Kidsroom
Owing to our many years of experience in the online sale of baby merchandise, we are familiar with the needs and problems of parents.

FAQ: The most frequent questions addressed to kids-room.com

Owing to our many years of experience in the online sale of baby merchandise, we are familiar with the needs and problems of parents. For this reason, providing personal, multi-lingual customer service free of charge is our top priority.
In order to save you valuable time that you could otherwise be spending with your family and to make the shopping experience as hassle-free as possible, we have already compiled a list of answers to the most frequently asked questions.

How do I search for a particular product on kids-room.com?

If you already know what product you are looking for, you can simply enter the product name in the search field at the top of the page. The item you are looking for will then be displayed. Click on the product tile showing the relevant product. On the product detail page, you can add the item to the shopping cart.

Can I redeem more than one voucher at a time?

Unfortunately, it is not possible to redeem more than one voucher at a time. Only one voucher can be redeemed per order.

Where can I redeem my voucher code?

If you have a voucher code which you wish to redeem when placing your order, you can do so in your shopping cart. Simply enter your code in the field marked »Voucher code« and confirm.

How do I subscribe or unsubscribe to the kids-room.com newsletter?

If you wish to be kept informed by kids-room.com about current offers, promotions and events, you can subscribe to our free newsletter here.
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If your little one has since grown out of baby wear and you wish to unsubscribe from our newsletter, please click here.
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How do I place an order?

The ordering procedure at kidsrooms.de couldn’t be easier. If you are looking for a particular product, simply enter the product name in the search field provided. Should you be looking for a particular product group or simply wish to browse through the shop, you can surf through our many different categories and select the product that best suits your needs. On the product detail page, you then have the option of selecting a color or size. By clicking on the “Add to shopping cart” button, you can place the item in your virtual shopping trolley. You can either add further products to the shopping cart or proceed to checkout. Once you have decided to purchase the items, please click on your shopping cart and select the desired payment and shipping mode. You then have the option of logging on (if you already have a customer account), registering as a customer with kids-room.com or making a guest purchase. At the end of the ordering procedure, you can check your order and submit the order subject to payment.

Ordering by email
Would you prefer to order our products by email? No problem! All you need to do is send an email containing the following information to info@kidsroom.de.

  • Surname, first name
  • Address
  • Product name or article number (color and size, if applicable)
  • Desired payment mode (PayPal, credit card, advance payment, cash on delivery, financing)

Ordering by fax
You would prefer to order your items by FAX? In that case, simply send a document containing the following details to our fax number +49 (0) 3695 / 85380-29

  • Surname, first name
  • Address
  • Product name or article number (color and size, if applicable)
  • Desired payment mode (PayPal, credit card, advance payment, cash on delivery, financing)

How do I make payment on kids-room.com?

At kids-room.com, we offer our customers all the modern, secure payment options, including bank transfer, credit card, PayPal or easy financing.
Find out more about the payment methods available at kids-room.com

Is it possible to specify a differing delivery address?

Yes, of course you can specify a differing delivery address for your purchases. At the second stage of the ordering process, place a tick in the box marked »Specify a differing address for delivery«. A form will then open, in which you can enter the desired delivery address.

Are partial deliveries made?

Partial deliveries are made at the discretion of Kidsrooms.de. There is no fundamental entitlement to partial delivery of orders. If partial delivery is desired, additional costs may be incurred. Please contact us for further details. A common reason for partial deliveries on our part are long delivery periods for individual items compared with shorter delivery periods for others.
Telephone No.: +49 (0) 3695 85 38 00
Email: info@kidsroom.de

Is my order subject to tax?

For our customers from within Germany, all our prices are quoted gross. VAT at the current statutory rate is therefore included in the price and will not be charged separately.
Sales to countries outside the EU are exclusive of VAT. As a customer, you will have to pay the import tax applicable in your country of delivery at the time the goods are delivered as well as any customs duties and processing charges incurred.

How high are the customs duties?

Unfortunately, here at kids-room.com we have no influence over customs duties. These are imposed by the customs office responsible in your country of delivery. The amount of the customs duties payable is therefore dependent on the country. Please inquire prior to purchase about the current import tax applicable in your country.

Has my payment been received?

As soon as your payment has been credited to our system, you will receive an automatic email concerning receipt of your payment.
The time required for receipt of your payment largely depends on the selected payment method and may take up to 2 working days (bank transfer).
If you have not received confirmation of payment after 5 working days, please check your transaction before contacting us. Do the bank details, payment purpose and amount transferred match the details stated in the request for payment?
If you cannot detect any errors, please contact us for assistance.

Will I receive an order confirmation?

Once your order has been received, you will be sent an automatic order confirmation including payment details. If you have not received a confirmation, please check your SPAM mail folder. It may take a few minutes for the order confirmation to arrive. If you have not received an order confirmation after half an hour, please contact our Customer Service.
Telephone No.: +49 (0) 3695 85 38 00
Email: info@kidsroom.de

How can I track my orders?

As soon as your order has left our warehouse and been handed over to our logistics partner, you will receive an automatic email showing your personal tracking number. This number allows you to track the delivery status online via the website of the relevant logistics company.

How long will my order take to arrive?

Delivery times are dependent upon the availability of the ordered item or items, the country of delivery and the logistics partner. kids-room.com is therefore not able to provide reliable information about delivery times. If a consignment is marked as »Dispatched« and you feel it is taking too long to arrive, please inquire with the specified logistics partner first.

The average delivery times are as follows:

  • Within Germany: 2 working days
  • Within the rest of the EU: 3 to 5 working days
  • Non-EU countries: 2 to 4 weeks, depending on parcel volume and country
  • China: 2 to 4 weeks

The DHL tracking status has not changed; has my consignment gone missing?

If the delivery status of your consignment does not change over a prolonged period of time, this may be due to several reasons. One of the most frequent reasons is a high parcel volume.
However, if you think something has gone wrong with your order, please contact us immediately. We will then notify our logistics partner and do our utmost to expedite delivery.

How do I amend or cancel an order?

You have ordered the wrong color by mistake or wish to order a different product instead? If you have opted to pay by advance payment, credit card, PayPal or cash on delivery, it is no problem to amend the order as long as the items have not yet been dispatched. In the case of the payment via »financing« option, the financing is tied directly to the purchased items. Consequently, even minor amendments require cancellation of the entire order. To help us process your amendment or cancellation request as quickly as possible, we kindly ask you to send an email containing the following information in German, English, Russian or Chinese to info@kidsroom.de. Alternatively, you can just give us a call on:

  • Surname, first name
  • Purchase order number
  • Reason for amendment (optional information merely intended to improve our service and eliminate future errors)

How do I return goods?

If you wish to return goods because you did not like them, for instance, all you need to do is send them back to us within 14 days of receipt. Please enclose the corresponding delivery note with the parcel.
Please note that when you return goods you will incur costs in the form of delivery fees.

When will I get my money back?

If you have canceled or returned an order, your money will be refunded within 14 days of receipt of the cancellation notice or the goods.

What should I do if my consignment is damaged?

Should you discover that the packaging has suffered external damage on delivery, you should report this directly to the delivery agent in order to avoid any problems with parcel insurance. If the parcel is so severely damaged that even without opening it you have reason to believe that the goods may be damaged, please refuse to accept the parcel and contact us immediately.

How can I make a claim under the guarantee?

It will first be necessary to establish whether the guarantee claim is valid. Please contact us without delay so that we can carry out a swift assessment of the damage and your claim.
In the case of visible damage, you are kindly requested to send us photographs of the damage incurred. These will help us make a preliminary appraisal.

© 2017 by kidsroom.de GmbH & Co. KG | Baby and children products - worldwide shipping

Only sold for private use.

* excl. VAT and shipping
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