frequently asked questions
Find the answers to our most commonly asked questions below. If you cant find the answer you are looking for or would prefer to speak to someone over the phone please head to our Contact Us page to find out how.
How Can I Pay?
You can pay online using all major debit and credit cards, PayPal or by selecting one of our finance packages which you can find out more about on our finance page. If you are visiting us in store you can use all of the above plus cash and gift vouchers.
Can I pay with a gift voucher online?
We are currently unable to accept gift vouchers online but please call a member of our sales team who will be happy to assist you in placing an order using your gift voucher over the phone.
How do I amend or cancel an order?
If you have placed an order but then wish to change or cancel it, please contact our Customer Service team as soon as you can. We will try our best to make any changes but we will be unable to do so if the order is already being processed in the warehouse and/or dispatched.
Unfortunately, goods that have already been dispatched cannot be amended or redirected to an alternative delivery address.
I haven't received an email order confirmation?
How quickly you receive our email confirmation can depend on your email provider and whether the email has been incorrectly marked as junk. Please add email@example.com to your safe senders list to ensure safe receipt. If you still do not receive a confirmation after this then please contact our Customer Service team.
For information relating to our delivery prices, estimated delivery times and international carrier information please visit our delivery page where you will be able to find more information.
Why can't I purchase liquids & pressurised goods?
This message appears when our automated systems cannot find a carrier option to fulfil the delivery on your order. It maybe that we can employ other specialist services to get the items to you. To discuss please call a member of our sales team. Alternatively remove these items from your basket and check out as normal.
I've paid for express delivery why has my order not arrived?
All delivery times, including Express delivery, are from the point of dispatch and not from the point of order. When selecting express delivery if one or more of your items are not in stock, a message will have appeared in blue on the basket page highlighting this and that it would cause a delay in your order. For further information please contact us.
My tracking number does not work, why?
Tracking numbers rely on the delivery agents updating their systems so please allow one working day for the tracking number to be updated. If after this period the tracking number is still not working please contact us.
Will I have to pay customs charges in my country?
If your delivery address is outside of the UK, you may have to pay import duties and taxes, which are levied once the shipment reaches your country. All international shipments may be subject to cross-border inspections by customs authorities while customs policies vary widely from country to country. You must meet any additional charges for customs clearance and we recommend that you contact your local customs office for further information.
Please visit our returns page where you will be able to find more information.
How can I return an item?
If for any reason you need to return an item you will need to contact our Customer Service team to obtain a returns authorisation number before sending back with your item.
Why do I need a Returns Authorisation Number and form to return my goods?
We require you to obtain a returns number so the team will be able to quickly locate your account and process your return as soon as possible for you.
Where should I return the goods to?
Please return any items in the original packaging (unless faulty) with your returns form included to the following address: Uber Kids Returns, 75 Ash Road South, Wrexham Industrial Estate, Wrexham LL13 9UG
How long will a refund take?
Once we have processed the refund it will usually take 3-5 working days for the funds to show in your account. This may vary depending on your bank.
My promotion code isn't working?
First please check the dates of the promotion code to ensure that it is valid. If it is within the dates and it's still not working, please call a member of our sales team and we'll look to resolve this for you.