1.1 I want to create an account, but my email address is already used. What do I do?
That means you have already created an account with us. Click on "Sign in" and choose "Forgot your password?". From there, fill in the email address with which you tried to register. After, we will send you a link to follow so you can update your password.
1.2 I forgot my password. What do I do?
Click on "Sign in" and choose "Forgot your password?". Fill in your registered email address. After, we will send you a link to follow so you can update your password.
1.3 I'm having trouble accessing your website or placing a order?
Firstly, you may need to delete your cookies - a cookie is a small file we store on your computer to let us know who you are next time you visit us.
Please note that if you have items in your bag that were added when you weren't logged in, you'll need to make a note of the product name/code as deleting your cookies could clear this history. On most internet browsers you can delete your cookies using ‘Tools’ or ‘History’. Once you’ve cleared your cookies, close your browser, reopen it and visit our site again. You should be able to use it without any more problems. We also suggest that you use the latest version of your operating system provider e.g. Windows, OSX etc. If you’re still having problems, contact our Customer Service Team: [email protected] and include:
- As much detail as you can about the issue
- Screen shots of any error messages you get
- Which web browser you’re using (e.g. Internet Explorer, Firefox, Chrome, Safari etc.)
- What you’ve done so far to try to resolve it
1.4 Having trouble with our Mobile site?
Our desktop site should automatically load up on desktops and tablet devices when visiting HIPP KIDDO. If you’re seeing our desktop site on your mobile device, then clearing your browser’s cache and cookies should help. To clear your cache and cookies on a mobile browser please see the below steps:
iOS - Safari
Press the Home button and go to Settings. You’ll see Safari listed with some other apps. Simply select Safari and then select ‘Clear History’ and ‘Clear Cookies and Data’. Once you’ve done this, simply open up Safari again and go to our website. You should now see our mobile site instead of desktop.
iOS – Chrome
If you’re using Chrome on an iOS device, open up the Chrome app and press the menu button in the top right hand corner (its three lines one under the other). Select ‘Settings’ and then ‘Privacy’ on the next screen. You’ll then see the options to clear your cache and cookies. Once you’ve done this, simply close and reopen Chrome again and go to our website. You should now see our mobile site instead of desktop.
Android - Chrome
If you’re using an Android device, then with your browser open, press the Menu button. Select ‘Clear Browsing Data’ and then ‘Privacy’ on the next screen. You’ll see a pop up where you can select the data you want to clear. Tick the relevant boxes and press the clear button.
1.5 Where can I find a size guide?
All size information can be found by the product itself. May you not be sure about the size, please try to give us a message about your child's age, height and weight. For us to check, make sure to send the correct size for your child. Thank you.
1.6 Can I change or cancel my order?
We can absolutely change or remove items from your order, as long as it has yet to be processed by our Purchase Departmant. Unfortunately we are unable to cancel orders once payment has been made. However, you can return the parcel to us should you wish, and a refund will be given.
1.7 Has my order been processed?
You will receive an order confirmation at the email address you provided almost immediately after your purchase has been approved.
1.8 Is my order shipped?
As soon as we process your order, we will send you an email to inform you that your order has been shipped (Completed Succesfully). If you have not received an email notification in this time please contact our customer service team [email protected]
1.9 Missing your order confirmation?
If you have not received your order confirmation shortly after you placed your order, it could mean that something has gone wrong with your purchase. Log in to My Page to see the status of your order. Go to "My Orders", search for the order and double check that everything looks okay.
1.10 Do you accept PayPal?
Yes we do accept PayPal, like many other payment options.
1.11 Are your payment gateways secure?
Shop with confidence as we use Stripe payment gateway which is extremely secure and also provides customers with buyer protection.
1.12 Can I track my order?
You can always track the status of your order through the website or via www.17track.net with the Tracking Trace code you received when your order has been compled succesfully. Or you can logg in on the site and under MY ACCOUNT, select ORDERS. Here you will find an overview of all the orders you placed. If you click on the order that you are looking for, you can request the status of the order with the help of the order number you received in the confirmation email.
1.13 Where is my order?
We know how important it is to receive your goods when you expect them, especially if you've ordered something for a specific occasion, and we use a large network of couriers to deliver goods. We allocate the courier to deliver your order based on the delivery method selected. Once the order has been fully processed find your TT code on the website when you login.
We aim to meet these delivery times but during busy periods (including sale) deliveries may take a little longer. Occasionally tech updates to our systems or force majeure events, such as extreme weather conditions, will mean that these delivery services aren’t available, or that order cut-off times need amending and/or delivery times need to be extended. However, we will always work hard to keep these temporary changes to a minimum. Hipp Kiddo cannot be held liable for any parcels that are lost or stolen as a result of any specific delivery instructions left for the carrier.
1.14 I have a complain?
We kindly ask you to pass on your complaints by email: [email protected]. We will review the complaint and attempt to everyone's satisfaction to resolve the complaint. Upon receipt of your complaint, we will strive to answer this within two days of receipt. If this does not lead to a solution, it is possible to sign up for dispute mediation by Foundation Webwinkelkeur. From February 15, 2016 is for EU consumers also possible to log complaints via the ODR platform by the European Commission. This ODR platform can be found at https://ec.europa.eu/odr. When you treat complaints not elsewhere then you are free to file your complaint using the EU platform.
1.15 Help I’m going on Holiday?
We can’t change the shipment address when your order has been shipped. Please contact the nearest post office. Give them the information that you are going on vacation. Post will be offered twice at the shipment address. If you are not at home you will be notified. You must pick up your order yourself at the post office. If you have not done that within 3 weeks, the post office will send it return. These orders being returned might get lost or destroyed. If so we are not responsible for that. We pay one-time delivery so that your order can be delivered at your address. So t it’s not possible to send these orders return. It is possible that these orders will never be accepted and thereby lost.
1.16 Are there any Dutie costs?
No, orders shipped via Freeshipping are sent as a 'GIFT' 'to avoid additional costs. May you receive a bill, please send us a copy and we will refund the full ammount. Please note that is not a requirement, this is an extra service we use in favor of our customers.
1.17 Customs won’t release my order. What do I do?
If your order have been confiscated, we willl ship it again FREE OF CHARGE. Please note that is not a requirement, this is an extra service we use in favor of our customers. Mail to our Exchange Service for your voucher: [email protected]
1.18 How can I return my order?
U retourzending moet binnen 14 dagen na ontvangst van uw pakket weer bij ons in bezit zijn. Let op: Als klant bent u verantwoordelijk voor de retourkosten, wij raden u aan een dienst met tracking en / of verzekering te gebruiken. Wij zijn niet verantwoordelijk voor geretourneerde artikelen die ons niet bereiken. Zorg ervoor dat u ons een e-mail stuurt voor het retour sturen van de items. Wij zijn niet verantwoordelijk voor items die worden geretourneerd aan het verkeerde adres.
Om snelle service te garanderen kunt u de volgende informatie bij de hand hebben wanneer u mailt op [email protected]
- Uw ordernummer
- Productnaam van het item dat u wilt terugkeren
Alle geretourneerde artikelen moeten ongedragen, ongewassen en met kaartjes in dezelfde verpakking als u het ontvangen heeft. Het moet in dezelfde staat zoals wij het hebben verzonden. Cosmetica, sieraden en ondergoed / badmode zijn definitieve koop i.v.m. hygiënische redenen. Items die niet voldoen aan deze criteria en kunnen niet geretourneerd worden en worden geweigerd. De kosten om het aan u terug te sturen zullen voor uw rekening zijn. In het geval van een retournering zijn alle verzend- en verwerkingskosten van de geretourneerde goederen voor de koper. Alle sale-items zijn een definitieve verkoop en kunnen niet worden geruild of geretourneerd.
Wanneer u klaar bent om pakket terug te sturen let er dan op dat het aan de volgende eisen voldoet:
- Het bevat de originele verpakking, zoals dust-bags, plastic zakken en haar beschermingsverpakking.
- Het bevat het retourformulier, ondertekend door de koper.
- Uw naam, postcode en ordernummer moeten zichtbaar op het pakket te zien zijn.
Na ontvangst van het pakket hebben wij 5 dagen (10 dagen in drukke periodes) om uw retourzending te verwerken. U zult d.m.v. e-mails op de hoogte gehouden worden van uw retournering. Het geld zal binnen 10 dagen worden teruggestort op uw bankrekening. Het hangt af van uw bank wanneer u het ontvangt op uw rekening.
Defecte of verkeerde producten:
Als u het verkeerde product van ons heeft ontvangen of als het defect/beschadigd aankomt als gevolg van de verzending ervan, neem dan zo spoedig mogelijk contact op met onze Exchange Service via [email protected]
Als u nog vragen hebben met betrekking tot uw retourzending, neem dan contact op met onze Exchange Service: [email protected]
1.19 I received a storecredit/discount-code. But how do I use it? And what if there is an amount left on the code?
If you have selected the items you want to order and ready to go to checkout you should see in "Shopping Bag" the section: "Discount code" There you can enter your storecredit/discount-code. Press the button "Apply" to add the discount to your order. If you did it correctly you will instantly see the discount subtracted from your subtotal. If your total order is 0,00 then choose "Bank transfer" as payment method. If there is an amount left to pay you should use the usual payment method. Once it is succesfully proceeded you will receive a confirmation mail with an overview of your order.
The storecredit/discount-code is only usable once. If there is a amount left on your code please contact: [email protected]
They will provide you with a new code for the remaining amount. This code is also only usable once.
1.20 After entering the storecredit/discount-code something went wrong. Now the code is unusable. What now?
A storecredit/discount-code can only be used once. If you use it and something goes wrong by accident the code is no longer valid. If that happens please contact:[email protected] They will provide you with a new storecredit/discount-code.