If you don't find the answer below,
please send an email to firstname.lastname@example.org
★ How long does the shipping take?
Your order will leave our Swedish warehouse within the next 24 hours (Monday-Friday). After that, it all depends on where you live in the world. But it usually takes 1-5 working days. By the way! Did you know that you can track your order by using the parcel ID you received via an email from us? If you do not find the email, check your spam.
★ To which countries do you send?
We sell to Sweden, Denmark and all European countries that use the Euro as their currency. But keep your eyes open as we will be able to send to even more countries very soon. We also have several retailers, both online and physical stores, worldwide selling our products.
★ What does the shipping cost?
We have free shipping to all countries using Euro as currency. Denmark has free shipping on all orders over 400 DKK. Otherwise, there is a 39 DKK shipping fee.
★ Where is my order?
You can track your order by using the parcel ID you received via an email from us. If you do not find the email, please check your spam.
★ Can I send the package to someone else?
Yes! Begin with sending an email to email@example.com and tell them that you want to have your order delivered directly to a friend. Don't forget to add the info below in your mail, and our lovely customer service will guide you further.
1. Name and address to your friend
2. Your friend's telephone number
★How do I return a product?
We know, sometimes our kids get duplicates on their birthday. You always have the right to cancel and return your order within 14 days, counting from when you received the parcel.
1. Start by contacting our customers and inform them about what you would like to return and what order number you have. They will then email you a return form and a return slip.
2. Fill out the return form and then place it together with the product in the package. To make a return, the product needs to be whole and in its original packaging. Therefore, also make sure to pack it well before sending it back. A tip is to use the same packaging you got it in.
3. Put on the return slip and hand it in at your drop-off point. As soon as we have received your order, we will make a refund via Klarna. Note that we will deduct 5 Euro/29 DKK in shipping costs. If you have questions about your return, you are more than welcome to contact us at firstname.lastname@example.org.
★ What do I do if my product is broken?
First of all, we want to apologize for the inconvenience. We will do everything we can to send a spare part or fix a new product as soon as possible. To make a complaint, contact our customer service at email@example.com. Make sure to add the info below in your email.
1. Order number
2. Name and address
3. Telephone number
4. Attach a photo of the error
5. And a brief explanation about what’s wrong with the product.
★ How long does a refund take?
This depends on which payment method you choose. But it usually takes a maximum of 14 days from the day we get your return. Also, keep in mind that we deduct 5 Euro for the return shipping. In the event of a broken product, you don't pay for any shipping.
★ Do you work with affiliates?
Yes. Do you also want to make money by recommending our products? Click here to read more about how to become our affiliate.
★ Do you have exclusive collaborations with influencers?
Absolutely. Click here and scroll down to see our checklist on how you can become one of our fantastic influencers.
★ How should your furniture fabrics be cleaned?
Just like us adults, children can spill and drop things. Therefore, we recommend that you use furniture shampoo in the event of an accident. If you do not already have one at home, these can easily be found in various furniture stores and can also be bought online.
★ How should I maintain my rug?
You will find care and cleaning advice on each product page here at kidsconcept.com. But here are a few tips. Vacuum and rotate the rug regularly to get even wear and tear. Use a floor nozzle and not a rotating brush when vacuuming. Feel free to air the carpet often to remove mites and dust. Try not to expose the rug to direct sunlight. Remove stains as soon as possible for the best effect. You can remove dry stains immediately by gently scraping towards the centre of the stain and vacuuming up the residue. If the stain is wet, you can soak it up with a paper towel or a white, damp cloth with a mild detergent. Do not rub the paper, just press down against the stain and then allow the rug to dry. You can use the hand wash program with cold water and mild detergent if you have a small rug. If you have a larger rug, you can hand wash it in, for example, your bathtub. For extra heavy stains, you may be required to get them professionally washed. After washing, the rug can shrink 5-8 %, and colours can be slightly matted.
★ What type of wood do you use in your products?
We use different types of wood, such as MDF, Schima, Pinewood, Plywood, Rubberwood, Beechwood, Poplar wood. What we use depends partly on the appearance, but above all, it should be safe to play with. We have a flowchart at several manufacturers that show where they buy the wood and where the trees come from. This is important for us and the planet. The goal is to have a flowchart in all our factories as soon as possible.
★ Where are your products manufactured?
We manufacture most of our products in Asia but also in Europe. We work with around twenty fantastic factories worldwide that we visit continuously. It is crucial for us to check that all factories and suppliers follow the rules, environmental laws and work requirements.
★ How does the supplier know how to comply with the laws?
We have laws in the EU, e.g. the chemical legislation REACH - where we have as a routine to inform our suppliers about relevant chemicals on the product they manufacture for us.
★ How do you ensure that the factory workers have a good working environment?
Ensuring a good work environment and working conditions is highly prioritized with us. All our suppliers must sign our Code of Conduct, which is part of our agreement. The Code of Conduct is based on the UN Declaration of Human Rights, the UN Convention on the Rights of the Child and the ILO (International Labor Organization) conventions on working conditions and labour rights. Most of the factories where we have our manufacturing are controlled according to well-known initiatives such as BSCI, SEDEX, SA8000 and ICTI.
★ How do I know that your toys are safe for my child?
Almost everyone at our head office has children, and we understand how important it is to have safe toys. Children should be allowed to play and fool around without us feeling any anxiety.
In Europe, we have strict legislation and government control regarding the safety of toys. We, therefore, follow all existing laws and regulations regarding product safety and test all our products according to the existing standards. All Kid's Concepts toys are tested according to current safety requirements within European standards. For a toy to be sold, it must have a CE mark. This means that the toy meets the requirements according to, among others, the standards EN71-1,2,3. This, in turn, means that we follow all the rules that apply to small parts, risk of crushing, risk of suffocation, dyes, flammability and certain chemical substances. We ensure this by letting an independent test laboratory test the toy before it enters the market to comply with current safety requirements. In addition, we have a test panel at the head office that pulls, tears and knocks on all our new toys to ensure that everything is safe for your child.
★ What is an FSC® certification?
FSC is short for Forest Stewardship Council, an independent, international membership organization that works for environmentally friendly, socially responsible and economically viable use of the world's forests through its FSC certification system. The forest gives us clean water, fresh air and helps to slow down global warming. Responsible forestry ensures that the forest can also survive in the long term. Those who follow FSC's rules may label their products with FSC's trademark. The FSC® label means that you as consumers can choose wood products from responsible forestry, i.e. forestry that takes people and the environment into account. You can read more about our FSC here.
★ What does CE mean?
This means that the toy complies with basic requirements, such as health, safety, function, environment, and the prescribed control procedure has been followed. Kid’s Concept constantly works with safety and follows the safety requirements developed gradually. We also receive information and advice from the authorities that control the safety of toys.
★ Is your furniture CE marked?
CE marking is only for toys. We have several items that aren’t toys, such as chairs and clothes hangers. There is, therefore, no CE marking on these products, as it is not required according to EU standards. But on the other hand, we think it is important to always put warning texts on the products where needed. These can be products that, for example, contain small parts and that are not approved for children under 3 years.
★ Do your products contain phthalates?
No, they do not.
★ Are your textiles Oeko-tex® certified?
We have some textile products in our collection that are Oeko-tex® certified. Our main goal is not to have certifications of various kinds, ensuring that our products are entirely safe for children to use. All our products are tested in laboratories based on the REACH legislation.
★ Are your products flame retardant treated?
Many chemicals contained in flame retardants are not approved under REACH legislation. Therefore, we have chosen not to use chemicals such as flame retardants, dirt repellents or mould protection on any of our products. All our toys are tested for flammability according to a standard called EN 71-2 to ensure that they meet the requirements.
★ Are your products treated with any substances on the EU/ECHA candidate list?
We work hard to follow and to have control of the chemicals that are on the candidate list. We receive early information about chemicals relevant to our products through various networks, which are about to be regulated, to work proactively to phase them out.