We stand behind every book we create. Our satisfaction guarantee covers you for 30 days from the date of delivery.
If your book arrives with any of the following, we will send a free replacement book at no charge:
Simply email [email protected] with a photo of the issue and your order number. We will dispatch a replacement within 2 business days.
If your book is damaged during shipping or arrives in unacceptable condition, we will send a free replacement. We work with Gelato who insures all shipments. A photo of the damaged packaging is all we need.
If your book does not arrive within 30 days of your order date (or 45 days for remote international locations), we will issue a full refund to your original payment method within 5–10 business days.
If you receive a book intended for a different customer, we will issue a full refund immediately and take steps to retrieve the misdelivered book.
For UK and EU customers where a physical return is required to process a refund or replacement, we will provide a prepaid return shipping label. You will not pay return postage costs.
Please note that under the UK Consumer Contracts Regulations 2013 and the EU Consumer Rights Directive (Article 16(c)), personalised and customised goods are exempt from the standard 14-day right to cancel once production has begun.
Because each Kidoory book is uniquely created for a specific child and enters the print queue immediately after payment, we are unable to accept cancellations once an order is placed.
UK customers are protected by the Consumer Rights Act 2015. Goods must be of satisfactory quality, fit for purpose, and as described. Our guarantee exceeds these legal minimums. You also have rights under the Consumer Contracts Regulations 2013, subject to the personalised goods exemption noted above.
EU customers benefit from a 2-year legal guarantee under the EU Consumer Sales Directive. Our 30-day voluntary guarantee is in addition to — not instead of — your legal rights. Contact your national consumer authority if you wish to exercise statutory rights.
Australian customers are protected by the Australian Consumer Law (ACL). You have consumer guarantees that cannot be excluded. If a product has a major failure, you may be entitled to a replacement or refund. Our guarantee is in addition to these rights.
US customers are covered by our voluntary 30-day satisfaction guarantee as described above, in addition to applicable state consumer protection laws.
Indian customers are protected by the Consumer Protection Act, 2019. Our guarantee is in addition to these protections. Disputes may be raised with consumer courts if needed.
We will always try to resolve any issue directly and quickly. If you are not satisfied with our response, you may escalate to:
Email: [email protected]
Response time: Within 2 hours (9am–6pm GMT, Mon–Fri) · Kiki bot 24/7
Company: Solo Digital Ltd, Registered in England & Wales, Company No. 17220868