Frequently Asked Questions
We hope the information above will answer your question, but you can also or call us on 0345 071 9018.
Is it safe to shop online?
Shopping online with us is safe, and we take the utmost care to ensure your personal details remain private. When you enter the checkout process, the sign-in process, or the account management area, you are taken through our secure server. Our secure server encrypts all of your personal information including your credit/debit card number, account number, name and address, and all other personal information, so that it cannot be accessed or read as the information travels over the Internet. You can therefore remain assured that shopping with us online is safe and secure.
Our site is also ISIS (Internet Shopping Is Safe) verified by the Interactive Media Retail Group (IMRG).
Our site is also Verified by Visa and MasterCard SecureCode compliant. They are two systems that help combat fraud by providing greater protection to our customers when they shop online. Both operate in an identical manner - one applies if you using a Visa card and the other if you are using a MasterCard or Maestro branded card to pay for your online transaction. Further information about Verified by Visa and MasterCard Securecode can be found by clicking on the links below:
If you prefer not to send your credit or debit card number over the Internet, simply call us on 0871 231 5000 (Calls cost 13p per minute plus your phone company’s access charge) or contact us for more information.
How do I unsubscribe from your emailing list?
If you no longer wish to receive details of our special offers and promotions, simply send an email to firstname.lastname@example.org confirming that you wish to be removed from the emailing list. Please make sure that you send the request from the email address that you want to unsubscribe.
Why can’t I find an item number?
From time to time certain items may sell out, and in these cases we will remove them from the websites. However, if we receive new stocks of the item, we will make them available again, so it can be worthwhile searching for the item again at a later date.
Why haven’t I received email confirmation of my order?
We send out email confirmations as soon as we receive your order. Please check that you have given us your correct email address (the address we hold can be viewed in the ’Your Account’ section). If this address is correct, please allow 24 hours before contacting us as the email may have been delayed, for example by problems with your email provider.
Where do you deliver?
We are able to deliver goods to anywhere in the UK. Unfortunately we cannot deliver to addresses outside of the UK or to BFPO addresses.
Can I cancel an order?
Providing your order has not been prepared for despatch you can cancel your order by contacting us or calling our customer services on 0345 071 9018.
Why haven’t I received my order?
Most of our items will be delivered to you within 3 to 5 working days (this excludes weekends).
Some items may take a little longer to arrive, especially those that come directly from the supplier (you would have been informed this when you placed your order).
If you feel that your item has not arrived within the expected period please Contact Us.
Why isn’t the website working properly for me?
On the rare occasions that you may experience a problem when using the website, please contact us with as much detail of the problem as you can - any error messages that were displayed, as well as your browser type and version, are especially useful and will help us investigate the problem quicker. We will then contact you to advise you of our findings and how to overcome the problem.
Why won’t the website accept my address?
Please double check the details you have entered are correct, especially that the postcode and the street name have been entered correctly.
If you still have difficulties, please contact us with your account number and address details and we will be happy to make the changes for you.
What happens if I forget my password or account number?
If you forget your password or account number, you can request a reminder of these details to be emailed to you. To do this, click the ’Sign in’ link to go to the sign in page. Underneath the normal sign in area, there are links titled ’Forgotten Account Number’ and ’Forgotten Password’. Click the relevant link, fill in the details on the next page and click the ’Sign In’ button. You will then be signed in to the site (with restricted access to account management areas of the site) and we will email you a reminder.
Do I have to set up a personal account to shop with The Kids Division?
In order to place an order with us, or to use the account management features, you will need to sign in to the site. You can either sign in with an existing account if you have one, or you will need to create an account.
If you create an account, you can choose to take advantage of our credit facilities in order to spread the cost of the payment for the goods you order. If you prefer, you can choose not to use the credit option and instead pay for your purchases using your credit or debit card as you place your order.
Where can I read your Terms & Conditions?
The Terms and Conditions of the site are available by clicking the ’ Terms and Conditions’ link at the foot of every page.
How can I make a payment on my account?
You can pay your account online, over the phone or by post. To pay online, simply sign in to your account on the website and select the ’Your Account’ link, followed by click the ’Account Balance and Payment’ link. You can then pay online instantly using a variety of debit and credit card
Do I have to be there to sign for delivery?
Sometimes you may have to sign for your delivery. Please see our Delivery Service Policy. We will leave you a card notifying you of the time and date we attempted delivery. If we have successfully left your parcel in a safe place or with a neighbour the card will contain these details. If your parcel has not been delivered the card will contain contact details so that you can arrange an alternate time to deliver to you.
How much do I have to pay on my balance?
If you have a balance outstanding on your Personal Account, you will receive a statement through the post every 28 days. Your minimum payment is shown at the bottom of your current statement and will include any other payments such as Total Cover (Whats This?) if applicable. You can choose to pay the minimum payment on your account, or you can pay your balance in full. The choice is entirely yours. You can check your current balance anytime by clicking on Your Account and then choosing the option of Account balance and Payment.
Have you received my returned items?
You can check if we have received your returns online with Your Account services. If you click on Your Account you will see the option Account transactions, just click on this option and you will be able to view your received returns in seconds. Please allow up to 14 days for your returns to show.
Can I use my own packaging to return items?
Yes you can use your own packaging to return items. Please ensure you provide us with your name, address, account number, the reason why you are returning the item and the receipt.
Please keep a copy of the receipt for your own records.
You can request a free returns label from us.
How can I use the promotion codes that I have received through the post/email?
Do you have a promotional code you want to use? It is really easy. When you are on the ‘Shopping Bag’ page, promotional codes can be entered in the ‘Add Promotional Code’ box. Selecting the ‘Apply’ button will present the details of the promotional code. You can then select the ‘Add to Bag’ button to add the discount / free gift to your bag. Your Promotional Code will be four letters followed by a number. The Promotional Code will have an expiry date and can only be used once.
Why isn’t my payment card accepted?
Please be aware that certain locally issued Visa and Mastercards will not be accepted on our website. We apologise in advance for any inconvenience this may cause you.
What should I do if I change my name or address?
Unfortunately you are unable to change the name registered against your account. If you change your name you will have to reregister and create a new account. Once you have activated your new account please use it for all future orders.
If you wish to change your registered address please login to your account and make the appropriate changes. Please note that you are only able to change your address to one within the same country as was registered against the account. If you have changed your country of residence you will have to reregister and create a new account.
If I buy a product online can I return it to a store?
If you buy clothing, footwear or accessories on the High and Mighty website and these are items that are sold in our retail stores then they can be returned through the retail network. Simply take your product, in its original packaging along with your Advice Note to the store. The store will provide you with a 'Returns Note' and organise for the product to be returned to the warehouse. The card that you paid with will be refunded within 14 days by our customer services team. Colleagues will NOT be able to refund cards within the store; it can ONLY be done by our customer services team.
None of the Home or Electrical products can be returned via stores.
If I buy a product in store can I return it through the courier or Royal Mail?
No, products bought in our retail stores can only be returned to our retail stores.