Refund policy
You have 14 days from the day your order arrives to return or exchange it.
To start, message us on WhatsApp at 01000935265 or email sales@bongo-kids.com with your order number. We always confirm with you before we send a courier to collect — a courier will never turn up unannounced.
The item must come back the way you received it: unworn, unwashed, un-ironed, in its original packaging, with the price tag and brand label still attached.
How to return or exchange
1. Contact us within 14 days of delivery. Send your order number on WhatsApp or by email and tell us whether you would like a refund or a different size. If the item has a fault, send a photo — a photo usually settles it in one message.
2. We confirm the collection details. We reply and agree the collection address and time with you. We never send a courier without confirming first.
3. Re-pack the item. Use the original packaging, keep all labels and tags attached, and securely attach the original delivery label to the outside of the parcel.
4. Hand the parcel to our courier. If nobody is available when the courier arrives, we will arrange one more collection attempt. After that, please contact us to reschedule.
5. We inspect and refund. We inspect the item within 5 to 7 days of receiving it to check it came back in its original condition. Once approved, we refund you within 14 days using the same payment method you paid with. Card refunds may take a few extra working days to appear on your statement, depending on your bank.
If you paid cash on delivery, we arrange a bank or wallet transfer and confirm the details with you first. Refunds are never handed over in cash by the courier.
What we can accept
Items that are unworn, unwashed and un-ironed, in their original condition and original packaging, with the price tag and brand label still attached. Shoes must be returned in their original box.
What we cannot accept
To keep every Bongo Kids customer safe, we cannot accept:
- Items that have been worn, washed or ironed
- Items that are damaged or no longer in their original condition
- Shoes returned without their original box
- Items with the price tag or brand label removed
- Underwear and swimwear
- Caps, scarves, watches, accessories, purses, perfumes and socks
- Anything returned more than 14 days after the delivery date
If an item reaches us in a condition we cannot accept, we will contact you and arrange to send it back to you.
Who pays for the courier
- You changed your mind, or the size did not fit: the collection charge is yours and is deducted from your refund.
- The item has a fault and it was the only item in your order: we cover the collection charge and the cost of sending the replacement.
- The item has a fault but the rest of your order was fine: the collection charge is yours, and we cover the cost of sending the replacement.
Exchanges
Exchanges follow the same 14 days and the same conditions. Tell us which size or item you would like instead and we will confirm it is in stock before we collect the first one. If the replacement costs more, you pay the difference. If it costs less, we refund the difference.
Items bought during an offer
If your order was placed during an offer, we refund the whole order rather than a single item. Offer prices are calculated across the full order, so removing one piece changes the price of the rest. If you would like to buy again afterwards, you buy at whatever offers are running that day.
Cancelling before we dispatch
Please contact us as soon as possible. If your order has already been processed, we may not be able to stop it leaving us — in that case, please return the items once they arrive. Take reasonable care of anything you plan to return, and do not wear or use it.
Faulty items
If something arrives with a manufacturing fault, tell us within 14 days and send a photo. We will replace it or refund you in full, including the delivery cost.
Questions
Message us on WhatsApp at 01000935265 or email sales@bongo-kids.com. Please include your order number.