FAQ

📦 Shipping and delivery

What is the order fulfilment time?

Orders that are fully completed (paid for and with the selected shipping method) placed on working days from Monday to Friday by 12:30 p.m. are shipped on the same day. Orders placed on weekends are processed on Monday from 7:00 a.m. (except on public holidays). We will keep you informed of any delays.

I received an order different from the one I placed.

Please contact us by email: sklep@kidwell.eu or by phone: +48 797 974 387. We will immediately clarify the situation and arrange for the correct order to be shipped.

The courier did not arrive.

The courier will make at least one attempt to redeliver.

Can I change the delivery address after placing an order?

Yes, provided that the parcel has not yet been forwarded for packaging. Please contact us urgently.

💳 Payment and invoices

What forms of payment do we accept?

BLIK, AutoPay, card payments, Google Pay and Apple Pay.

Do you issue invoices?

Yes, please provide your invoice details when placing your order.

🔄 Returns and complaints

Can I return a product?

Yes, you have 14 days to withdraw from the contract without giving any reason. The goods must be intact.

How do I make a complaint?

You can make a complaint by filling in the [complaint form] or by sending a message to sklep@kidwell.eu.

How long does it take to process a complaint?

Up to 2 working days from receipt of the parcel. We then offer: a refund, replacement of the product with a new one or delivery of spare parts.

❓ Other questions

Is an account required to place an order?

No, you can place an order without registering. However, we encourage you to register and subscribe to our newsletter – it guarantees access to discount coupons and the latest products.

Most useful information for customers:

1. Check your parcel number – it allows you to track your parcel online in real time.
2. When paying with BLIK/AutoPay – make sure you have entered the correct phone number/payment ID.
3. For returns – keep the proof of shipment.
4. If you have any problems with the courier – always take photos of the parcel and packaging, as this speeds up the complaint process.
5. Do you have questions about the product? Contact us by email or phone – we respond within 24 hours on working days.