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kids-sines-logo

Need help? Email Us: contact@kidssines.com

Frequently Asked Questions

How do I pay for my order ?

We accept payments via PayPal, debit or credit cards and bank transfer. Of course, in case of bank transfer you can pay using mobile payment, internet banking or other similar solutions.

*** Please note: We can start processing your order only after receipt of payment.

How quickly do you process orders ?

We process orders between Monday and Friday. All orders received on Saturday and Sunday will be processed next Monday. If you order before 14:00 (Netherlands time) the package will be shipped on the same day. If you order after 14:00 (Netherlands time) it will be shipped the next day (or next business day). We not process orders on the non-working days of Netherlands.

Are you an authorized distributor for the products presented on this website ?

Yes, we are a direct and authorized distributor for all the products on this website.

Where is located your warehouse ?

We ship from a warehouse located in Amsterdam, Netherlands.

How long does delivery take ?

For outdoor items the shipping time is between 10 – 14 business days and for other items between 3 – 7 business days.

How do I track my parcel ?

In 24 – 48 hours after your order was processed, we will send via email your tracking code and a link to shipping vendors website (UPS, DPD or other). This function allows you to check the status of your shipment anytime.

What happens if I receive damaged parts or if I discover missing parts in my parcel ?

If you received a damaged piece or you discovered that one or more piece are missing you can contact directly the manufacturer for replacement parts. This parts will arrive to you free of charge. The email containing the tracking code will also contain the contact details of the manufacturer.

Or, you can contact us. If you received a damaged piece please send us photos by email about that element and the identification number of that part which you will find on the reverse side. If you discovered that one or more piece are missing please send us also by email the identifications number of that piece which you will find in the assembly instructions. In your email please provide us details about your order (order number, product name, order date).

Once we received the requested information described above we will send you free of charge replacement parts in 5 – 27 business days.

What is your refund and return policy ?

Customers can return goods for refund within 30 days of receiving the order, but only in original package without damage, missing or used parts. Customers must note that we can’t pay the return shipping costs.

Customers must also note that the value of refund is 70% of product price.

Example:

Total order = 200,00 €

Refund = 140,00 € (70% of product price)

How much is the minimum order value ?

There are no minimum value. We process every order.

What is the minimum order quantity ?

There are no minimum quantity. We process every order.

How long is the warranty period ?

Between 3 months – 10 years. It is not the same for every product. In the parcel or via email your will receive warranty information about the ordered product. The email containing the tracking code will contain also information about the warranty period of the ordered product.

Your products are safe for children's ?

Yes. We respect all the EU regulations regarding our activity. And the materials are recyclable in the largest percentage (we protect nature), but the items contain also different tape of wood, MDF, textiles, plastic and metals.

Do you ship to my country ?

We ship within the European Union and to a few other countries. But, please note that some products are NOT available for some countries. For more details please visit our “Where We Ship” and “Exclusive Items” page.

What's the shipping cost to my country ?

For the EU countries the shipping is free.

My company has a valid EU VAT number, can you issue invoices without VAT ?

Yes of course. But in this case please provide us in your order, your company details inclusive your VAT number.

Do the products arrive assembled ?

No, but in the package you will find detailed assembly instructions. You don’t need any tools for assembly, the package contains everything you need.

Do you accept orders by email or phone ?

Unfortunately we do not accept phone orders. But we accept orders via email. If you want to send us an order via email, please provide us the following:

  • Product name;
  • Billing full address;
  • Shipping full address if the shipping address is not the same with the billing address;
  • Mobile phone number in the following format: 00 + country code + mobile number;

Please send your order to the following email address: contact@kidssines.com

What can I do if the answer to my question is not here ?

For any other questions please contact us at: contact[@]kidssines.com

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