Terms & Conditions

By placing an order online with Kiki Bear, or by telephone, you are accepting our terms and conditions in full.

All products on our website are subject to stock levels at time of sale and Kiki Bear reserves the right to restrict or refuse an order at any time. You are responsible for ordering the correct item, all of our items have been accurately described on our website.

International Orders

International delivery can take approximately 7-10 working days depending on your country. All of our products are available overseas but all import taxes and duty payments must be paid by the customer only.

It is the customer’s responsibility to select the correct shipping option relevant to their order. Kiki Bear cannot be held responsible for delay in any overseas orders because issues can sometimes occur with customs or overseas couriers outside of our control.

Payments

Klarna - Full full terms and conditions for making payments via Klarna please visit: https://www.klarna.com/uk/terms-and-conditions/

Please Note: we do not accept over the phone card transactions.

Prices

Prices and offers are correct at time of our website being updated and/or print and are subject to change at any time. Shipping is an additional charge. Prices may fluctuate depending on the current economic climate, we may not give any prior notification.

Customer Service

If you would like to get in touch and discuss any part of your order or need general advice, please complete our Contact Us Form or call us on 020 3442 0800

We aim to respond to our customer's contact forms within 24 hours.

Shipping & Delivery 

Cut off for orders to be despatched the same day that they are placed is 3pm.

We offer a number of shipping and delivery options for items that we directly despatch. These are as follows:

£2.49 - 2nd Class Shipping - 3- 5 Working Days*

£4.99 - Tracked Delivery  - 2-4 Working Days

£9.99 - Express Delivery - 1-2 Working Days** 

£14.99 - Large Item Rate - 2-5 Working Days***

Free Shipping (Orders over £99.99)

*only available for certain items (dependent on weight and/ or value)

**usually received following working day

***fastest service used where possible

All items are despatched via Royal Mail except larger items where the courier service used may vary.

Partner Fulfilment

Many Items we stock are fulfilled by a partner company. Where this is the case, shipping costs and lead times may vary but are shown at checkout for each relevant item. 

Items fulfilled by UK based partner companies:

£4.99 - 2-5 Working Days*

Free Shipping (Orders over £99.99)*

*Courier services used may vary 

Items fulfilled by overseas based partner companies:

£1.99 - 5-10 Working Days*

*Courier services used may vary 

Kiki Bear & Partner Company Combined Order Fulfilment

If you make an order that is a combination of items we fulfil as well as one (or more) of our partner companies, then a combined shipping fee will be shown at checkout ( reflecting the longer of the selected lead times).

However, each fulfilment will be separate and therefore you will receive your items individually and possibly on different days.

Returns

We can only accept your item as a return if is unopened and the packaging has not been tampered with. You have 14 days from receipt of purchase to return.

You would be required to ship your return to the following address: 

Kiki Bear Head Office
Unit 131, M25 Business Centre
121 Brooker Road
Waltham Abbey
EN9 1JH

Return postage would be at the customer's expense and we would advise using a trackable option so that if the item goes missing in transit the customer (sender) can submit a claim to the relevant courier.

Refunds Policy

Once we have received your item, it will take up to 7 days for an exchange or a refund.

If we deem the products not fit for resale, we reserve the right to decline a refund or exchange. This includes any tampering with the product. 

Partner Fulfilment Delivery

The average delivery time is 3-5 workings days of your order being placed, and orders are dispatched within 24 hours where possible.

How do I know when my delivery is arriving?

We use Royal Mail, DPD & Hermes couriers. Once your order is shipped, tracking information will be emailed or text to you.

Travel System Warranty

If you are dissatisfied with any of the baby travel products, we offer a repair or replacement service on all pushchair frames and car seats for the first 12 months of purchase. Proof of purchase maybe required.

We will arrange the first collection under warranty free of charge. For any missed collections there is a charge of £20 per collection missed so please provide a suitable time and location. Where an item has to be returned to us for inspection/repair (either under warranty or chargeable), We are not liable to provide the customer with a loan item. Overseas shipping is not refundable or covered under warranty terms whether the item is faulty or not required.

You have a ‘cooling off’ period of 14 days where you can return your item if you have changed your mind. A full refund is offered when goods are returned in unused condition in the original packaging within 14 days. A courier collection may be arranged at a cost of £20 for mainland UK Zone 1.  If you miss the collection there is a charge of £20 per collection missed so please provide a suitable time and location.

If your product is found to be faulty within the first 30 days of purchase, you are entitled to a refund, repair or replacement. Any unsatisfactory or missing items from the order must be reported within 14 days.

With exception to any general wear and tear or customer misuse, you are entitled to a repair or replacement of your item within 6 months of purchase. The warranty does not include seat liners, rain covers, insect nets, shopping baskets, cupholders, foam handles and all zips. These items are subject to a standard 30 day warranty.

If you are outside of your warranty period, please contact us on info@kikibear.co.uk and we will endeavour to assist you. There may be a small charge for this service.

Electrical Goods

All Kiki Bear electrical products and machines come with 6 months warranty from purchase date. If your item develops a fault within 6 months, we will send the product off for repair. Products take up to 4 weeks to be repaired.

If we cannot repair the item, an exchange will be granted. We cannot refund appliances after 14 days of purchase.

If your product has been tampered with such as taken apart etc., we cannot repair, exchange or refund the product as it will make the warranty invalid.

KIKI BEAR DISCLAIMER

Due to the nature of our products, Kiki Bear cannot be held responsible for any damage or injury caused to third parties. The buyer must ensure that the products are being used in the correct way. The buyer must determine whether the products are suitable for their exact requirements.

PRIVACY POLICY

Kiki Bear gather and utilise personal information in accordance with the below privacy notice and within the requirements of GDPR.

Please email us directly on info@kikibear.co.uk if you would like information regarding your rights and would like advice on how we manage your data.

We are the controller of your personal data and we process your personal information in line with legal obligations and to provide services and products to you. We have processes in place to avoid collecting non-required personal data from you and do not process your information in a way that is different from what is outlined below.

The personal data that we collect from is: 
• Name
• DOB
• Email address
• Telephone/mobile number
• Address
• Call Recordings of calls made to our customer services team
• When you registered online at our website
• When taking notes during job interviews
• Requesting information to check a successful applicant’s eligibility to work in the UK
• Your employment history (CV)
• IP Address (via analytics)
• Data on how you use our website (via analytics)
• Your approximate location data based on your IP address (via analytics)
• When processing telephone orders we take your card details – we do not store this information and have strict policies and training to ensure your card details are not stored. We abide by PCI-DSS security standards for transmission of payments.

All online monetary transactions are completed externally and we have no access to your financial data.


We collect information in the below ways:
• When you register online
• Dealing with enquiries either by phone, email or face to face
• When you provide services to us (Contractors)
• With Cookies (see our cookie policy)
• When you apply for a position with our organisation

We attribute the utmost importance to your privacy and we commit to never disclose, share or sell your data without consent, unless lawfully required (see Sharing and Disclosing Your Personal Information). Retention of your data is only for as long as is necessary and for the purposes specified in this notice. Where you have consented to us providing you with promotional offers and marketing, you are free to withdraw consent at any time. The purposes and reasons for processing your personal data are detailed below:
• We collect your identity data to provide you with the products that you have ordered
• We collect the data about how you use our website to enable us improve your browsing experience and maintain and improve the security of our website. This is based on our legitimate interests to maintain security and make our site easy to use.
• We also process your data based to comply with UK tax law
• For our newsletter and promotional marketing emails. Each email we send you will include the facility to unsubscribe from the service. At this point we will delete all your personal data from our marketing database, and if we do not have any legal basis any other information held about you (If you have ordered from us previously we have to keep some personal data). When we delete your information we maintain some anonymised information to comply with the law so that we have a record of your request.
• We collect your data when you promote or sell your services and products to us.
• Via cookies to assess and improve our security and improve user experience
• Via Social Media, when you contact us to answer your questions
• When you apply for a job with us, to assess your suitability for the role
• When you provide identity data having been offered a position with us
We process data based on the following legal basis:
• When you buy something from us or make enquiries regarding our products – Performance of a Contract
• Where you provide services to us (Contractors) – Performance of a Contract
• Where we keep records of sales – Legal Obligation
• Where you request promotional emails and newsletters – Consent
• Where, as clients we send you promotional emails and newsletters – Legitimate Interests to promote our business.
• Where we use information from your usage of the site (via cookies) – Legitimate Interests
• Where you engage with us via Social Media – Legitimate Interests / Negotiating a Contract
• When we process your data as part of our recruitment process, we do so on the basis that we have a legitimate interest in doing so to ensure an effective recruitment process.
• When processing data related to your eligibility to work in the UK we do this on the basis of our legal obligation
• When we process special category data as part of our recruitment process this is to carry out our obligations and exercise specific rights in relation to employment. All special category data is subject to additional security measures.

Whenever we use legitimate interests as our legal basis for processing, we always undertake a testing process to ensure that our legitimate interests do not outweigh your rights and freedoms.

You reserve the right of access to any personal information that Kiki Bear processes about you and to request the information that we hold.

If you believe that the data we hold is not accurate, you reserve the right to ask us to update that information.

You reserve the right to withdraw consent for our newsletter, by clicking on the unsubscribe option in all marketing material we send.

Under certain circumstances (depending on the legal basis we are using to process your data) you also have the right to restrict use of your personal data in accordance with data protection laws, as well as to refuse direct marketing from Kiki Bear.

If you would like to us to undertake any actions based on your rights, we will require you to confirm your identity.

We do not share or disclose your personal information, other than for the purposes specified in this notice or where there is a legal requirement. Kiki Bear uses the companies we partner with to provide services and functions,
In addition, we also share your data for these services:
• For the purposes of IT Support and Security
• For order processing
• For accounting purposes
• For Communication purposes
• For the purposes of customer support

We may share your data with a 3rd party as part of the due diligence afforded to any company wishing to invest in or buy our company.

Kiki Bear do not store credit / debit card details or your financial information.

Kiki Bear use multiple third party payment processors, for all payment processing. Kiki Bear does not store credit card details and instead relies on the third-party payment processor for this service.

In connection with the processing of such payments, we do not retain any personally identifiable information or any financial information such as credit card numbers. All such payment information is provided directly to our third party processors whose use of your personal information is governed by their own privacy policy.

You are not obligated to provide your personal information to Kiki Bear however, as some of this information is required as part of our registration and ordering process, you will not be able to order products without providing this.

Kiki Bear have strict review and retention policies in place to meet our obligations and we only retain personal data for as long as is for the purposes we have specified. UK tax law requires us to keep your personal data for a 6-year period (plus current year) after which time it will be destroyed.

Where we have your consent for direct marketing, we will keep such data until you notify us to withdraw your consent.

Where you have applied for a position within the organisation, we destroy all CV’s and associated communication 6 months after the position has been filled. In some circumstances we may want to keep your details for a longer period, at which point we will write and ask.