Returns & Exchanges
We understand that there may be times when you need to return an item to us either as a return or exchange. How you do this, will depend on whether or not you purchased this item as part of our school schemes.
For Non-Scheme Purchases:
For general purchases, please return to us at the following address:
Returns Dept, Kids-Biz Ltd, Unit 1a Broadway Green Farm, Broadway Road, Lightwater, Surrey GU18 5SU
For larger items, we recommend you use MyHermes rather than the Royal Mail as this can often be cheaper and will provide you with confirmation and tracking.
Provided the item is unmarked and still intact with all labels, on receipt of your return, you will be sent an immediate refund back to your card.
If you prefer to exchange your item for a different size or colour, please make a note of this with your return and we will arrange this for you. You will receive an email once the exchange has been processed and the new item despatched.
For an urgent exchange, why not place a second order for your replacement? We will then refund on receipt of your return.
Faulty or Damaged Goods?
On the rare occasion that you have received a damaged or faulty item, please contact us first with details and/or photo of your issue before returning. We will then send you further instructions.
For Scheme Purchases:
If we operate a uniform scheme for your particular school, the return arrangements may differ from the above.
For local schools where we offer free delivery to school, your return can be left at the School Office. Please ensure it is carefully packaged, labelled for return to Kids-Biz and carries instructions as to whether or not you require an exchange. If you are unsure whether your school accepts returns, please check on our website on your school page, with your School Office or contact us directly.
For non-local schools we do not offer a returns arrangement, so you will need to return to us at the address above.
For all school scheme customers, where you require an exchange, you may prefer to make contact before arranging the return. We can then prepare your replacement in advance and hopefully make a speedier exchange.
With any other queries, do contact us on the numbers or email below.
- When placing an order online, please select your preferred delivery option.
Your Options are:
Click & Collect, School Delivery or Home Delivery.
Click & Collect is from our store in Lightwater and is free of charge. School deliveries are also free and usually take place once a week. Home delivery costs £3.95
If requesting a school delivery, it is important you give your child’s name and class at checkout. If this is a new starter who has not yet started, please also mention this.
Our online payment provider is Opayo (formerly SagePay). This is a secure operation and the company accepts a range of debit and credit cards, including American Express. Your card details are not held by Kids-Biz. For payments made at our store or over the telephone, a manual card machine is used. We also accept cash payments at the store.
Once you have placed your online order you will receive 2 emails; one from Opayo to confirm a payment has been made and an order confirmation from Kids-Biz (firstname.lastname@example.org). If you do not receive either email, please double check the email address which you gave us and look in your Spam folder. No email from Opayo means that your payment did not go through or there was an error in transmission. No email from Kids-Biz likely means that we have not received notification of your order. In either case, it is important you let us know and we can rectify this.
Please check your order confirmation carefully as these are the products you will receive. If this is not what you intended to order, again, do let us know immediately.
Most items are held in stock, including specials and embroidered garments for your school. Although it is unusual, we can occasionally go out of stock and you will be notified if we are unable to deliver to our usual schedule.
Once your order has been processed, you will receive notification by email that your goods have been packed.
1. Click & Collect at Lightwater – FREE (usually 2/3 days)
Once your order has been packed, it is ready for collection. You will be given a link with details of our location and current opening times which vary according to the time of the year. For orders with multiple items, it is possible that your order may not be complete so you can choose to collect now or wait until later.
Our Lightwater page is where you will find all the latest information about timings and deliveries.
2. School Deliveries – FREE (usually up to 7 days)
Your school is happy to accept your delivery at school. Orders are normally batched together and delivered once a week into the School Office. Deliveries are usually carried out personally by Kids-Biz staff. Each order will be individually packaged with your child’s name and class so please ensure you give this information at checkout.
During Half Term and school holidays, orders will be held back and delivered when school reopens. Arrangements for collecting your order at school varies, so please check with the School Office if unsure.
3. Home Delivery - £3.95
Local deliveries are usually delivered by Kids-Biz staff and can be up to 7 days from placing your order. If you need an urgent delivery, do let us know and we will do our utmost to accommodate you.
BACK TO SCHOOL – this extremely busy period is from mid July to mid September. Delivery times will be extended so please allow for this when placing your order.
Please return any unwanted items to school, to our store in Lightwater or post back to us at Kids-Biz Ltd, Returns, Unit 1a Broadway Green Farm, Broadway Road, Lightwater, GU18 5SU. If returning to school, please address the package to Kids-Biz Returns and enclose details of your order. If you require an exchange, please email first with details of your requirements and we will aim to deliver your replacement and collect the return at the same time (at no charge to you). You may also visit us at Lightwater if you require an urgent exchange but please check the website for visiting information as these change regularly and you may also prefer to check that the replacement item is in stock. We now have a Returns Box outside our unit so even if we are closed, you can still leave your package.