Customer Support FAQ
Find answers to the most common questions about kiddo.world — from where to buy our products to collaboration opportunities.
Where can I buy the products?
You can purchase our products directly through our official website at kiddo.world. Our full product range is available in our online store, where you can browse, order, and have your favourites delivered straight to your door. Keep an eye on our website and social media channels for any news about additional retail partners.
What is the price of the product?
Our product prices vary depending on the item and set size. You can find up-to-date pricing for all our products listed directly on our website at kiddo.world. Prices may occasionally change due to promotions or special offers, so check the website for the latest information.
Is it possible to buy individual parts of sets?
Currently, most of our products are available as complete sets only. Please check our website for the current selection of individual items, or contact our support team and we'll do our best to help! We are also excited to share that in the future we are planning to make individual colours and powder for the Magic Water Elf sets available separately — as well as individual parts for other products. Stay tuned for updates on our website and social media channels!
When will the products (books, pyjamas) be back in stock?
We do our best to keep our most popular items available, but some products — especially books and pyjamas — may temporarily go out of stock. If an item you're looking for isn't available, you can sign up for restock notifications on the product page, or send us a message and we'll let you know as soon as it's back. Please note: in cases where a requested product is not available in our warehouse, we may send a replacement item from the same product category.
Are you open to collaborations?
Yes, we love connecting with like-minded creators, influencers, educators, and brands! If you're interested in collaborating with kiddo.world, please reach out to us via email at info@kiddo.world.com with a brief introduction and your idea. We'll review all proposals and get back to you as soon as possible.
Everything you need to know about placing and managing your orders — from checkout to cancellations.
How can I place an order?
Placing an order is easy! Simply visit our website at kiddo.world, browse our products, add your chosen items to the cart, and proceed to checkout. Follow the steps to enter your delivery details and complete payment. You'll receive a confirmation email once your order is successfully placed.
What is my order status?
You can check your order status by logging into your account on our website and navigating to 'My Orders'. You should also receive email updates at each key stage — order confirmation, dispatch, and delivery. If you need further assistance, please contact our customer support team with your order number.
I have not received any confirmation about my order.
If you haven't received a confirmation email after placing your order, please first check your spam or junk folder — sometimes our emails end up there. If you still can't find it, please contact us at info@kiddo.world.com with your name and the email address used during checkout, and we'll look into it right away.
Is personal pickup of the order possible?
At the moment, we do not offer personal/in-store pickup. All orders are dispatched from our warehouse and delivered to your chosen address. We recommend selecting a convenient delivery address during checkout.
Is it possible to pay with cash on delivery?
Cash on delivery is available in select countries and regions. During checkout, if this payment option is available for your delivery address, it will appear as a payment method. Please note that cash on delivery is not available for parcel locker deliveries. Check the checkout page to see which payment options are available for your location.
While making the order I entered the wrong data. Where can I fix it?
If you notice an error in your order details before completing the purchase, you can go back and correct the information during checkout. If you've already placed the order, please contact us immediately at info@kiddo.world.com with your order number and the correct details. We'll do our best to update the information before the order is dispatched.
I chose the wrong product, I want to remove it — how do I do it?
If your order has not yet been processed or dispatched, please contact us as soon as possible at info@kiddo.world.com with your order number, and we'll try to make the change for you. If the order has already been dispatched, we're unable to modify it, but you may be able to return or exchange the item once received — see our Returns & Refunds section for more details.
How can I cancel the order I made?
If you'd like to cancel your order, please contact us as soon as possible at info@kiddo.world.com with your order number. We process orders quickly, so cancellations are only possible before the order has been dispatched. If the parcel has already been shipped, you may refuse delivery or return it to us upon receipt.
Something not quite right with your order? Here's how we handle missing items, wrong products, and damaged parcels.
I haven't received the complete order — some items are missing. What can I do?
We're sorry to hear that! Please check your order confirmation email to see if your items were shipped in separate parcels (some orders are split across multiple shipments). If all parcels have arrived and items are still missing, please contact us at info@kiddo.world.com with your order number and a list of the missing items. We'll investigate and resolve this for you as quickly as possible.
I received the wrong product. How can I exchange it?
We apologise for the mix-up! Please contact us at info@kiddo.world.com with your order number and a photo of the item you received. We'll arrange to send you the correct product and provide instructions on returning the incorrect one. Please do not discard the wrongly received item until we advise you.
It is not what I ordered — what should I do?
We're sorry for the inconvenience! Please get in touch with our support team at info@kiddo.world.com with your order number and a description (or photo) of what you received. We'll review the situation and make it right as quickly as we can.
My order arrived damaged — what can I do?
We're truly sorry to hear that your order arrived in poor condition. Please take photos of the damaged packaging and product and send them to info@kiddo.world.com along with your order number. We'll review your case and arrange a replacement or refund as appropriate. Please report damage within 7 days of receiving your parcel.
The received product does not match what was shown in the ads. What should I do?
We always aim for our products to match their description and images as closely as possible. If you feel the product you received significantly differs from what was advertised, please contact us at info@kiddo.world.com with your order number and photos. We'll review your concern carefully and work towards a fair resolution.
Information on delivery times, shipping costs, available countries, and delivery options.
When will my order be delivered?
Delivery times vary depending on your location. Once your order is dispatched, you'll receive a tracking link via email so you can follow your parcel's journey. Estimated delivery times are typically 2–5 business days for most countries. Please allow a little extra time during busy periods or public holidays.
What are the shipping costs?
Shipping costs depend on your location and the size of your order. You can see the exact shipping cost calculated at checkout before you confirm your purchase. Free shipping may be available for orders over a certain value — check our website for current promotions.
Why is delivery not free of charge as advertised?
Free shipping is available on orders that meet a minimum order value, which may vary by country or promotion. If your cart total does not meet the threshold, standard shipping costs will apply. If you believe free shipping should apply to your order and it isn't showing, please contact us and we'll look into it.
Is personal pickup of the order possible?
Unfortunately, personal/in-store pickup is not currently available. All orders are shipped directly to your delivery address from our warehouse.
Does the parcel locker option support cash on delivery?
No — cash on delivery is not compatible with parcel locker delivery. If you'd like to pay cash on delivery, please select a home or business address as your delivery location. Parcel locker deliveries require prepayment at checkout.
Questions about payment methods, discount codes, invoices, and how to request a refund.
What payment methods are available?
We accept a variety of payment methods including credit and debit cards (Visa, Mastercard), PayPal, and cash on delivery (available in select countries). The full list of payment options available to you will be displayed at checkout based on your location.
Can I pay cash on delivery?
Cash on delivery is available in select countries. If this option is available for your delivery address, it will appear as a payment method during checkout. Please note that cash on delivery is not available for parcel locker deliveries.
Can I change my payment method after placing an order?
Unfortunately, payment methods cannot be changed after an order has been placed. If you're having trouble with your payment, please contact us at info@kiddo.world.com before placing the order and we'll do our best to assist.
I want to place an order but I am experiencing payment issues. What should I do?
First, please ensure that your card details are entered correctly and that your card is enabled for online transactions. You may also try a different browser or device. If the issue persists, contact your bank to ensure there are no restrictions on the transaction. If you're still unable to complete payment, please reach out to us at info@kiddo.world.com and we'll help you find a solution.
The discount code does not work. What can I do?
Please double-check that the code has been entered correctly (codes are case-sensitive) and that it hasn't expired. Discount codes are valid only for the specified products and time periods. If your code still doesn't work, please contact us at info@kiddo.world.com with the code and a screenshot, and we'll check it for you.
How do I proceed with a refund?
To request a refund, please contact us at info@kiddo.world.com with your order number and reason for the return. We'll guide you through the return process. Once we receive and inspect the returned item, your refund will be processed. Please note that items must be returned in their original, unused condition.
How long does a refund take?
Once we've received and confirmed your return, refunds are typically processed within 5–10 business days. The time it takes to appear in your account depends on your bank or payment provider. If you haven't received your refund after this period, please contact us.
Do you issue invoices with a tax number?
Yes, we can issue invoices with a tax/VAT number. Please include your tax number and company details in the notes section when placing your order, or contact us at info@kiddo.world.com immediately after placing the order. We'll ensure the invoice is issued accordingly.
Detailed information about our products — safety certificates, instructions, materials, and more.
Where can I find the certificates for the products?
All relevant safety certificates for our products are available on our website. You can find them on each product page or in our dedicated Safety & Compliance section. If you need a specific certificate and can't find it, please contact us at info@kiddo.world.com and we'll send it to you directly.
Is it possible to buy individual parts of the sets (markers, Magic Jelly colours, Magic Jelly powder, etc.)?
Some individual components may be available for separate purchase — please check our website for the latest selection of individual refills and add-ons. If you're looking for a specific part that isn't listed, contact us and we'll do our best to help!
Are the books suitable for left-handed children or children with special needs?
Our books are designed to be accessible and enjoyable for all children. The activities are suitable for both left- and right-handed children. If you have specific questions about accessibility for children with particular needs, please reach out to us at info@kiddo.world.com and we'll be happy to advise.
When will I receive my digital books?
Digital books are delivered to the email address used during checkout. Please check your inbox (and spam/junk folder) shortly after completing your purchase. If you haven't received your digital book within 24 hours of ordering, please contact us at info@kiddo.world.com.
What markers or felt-tip pens are included with the books and pyjama sets?
Our books and pyjama sets include special washable markers that are safe for use on skin and fabric. The exact colours and number of markers included are listed on each product page. The markers are non-toxic and designed specifically for use with our products.
Where can I find instructions for the crochet kit / Magic Jelly / Slime?
Instructions are included inside every kit! You'll find a printed instruction guide in the box. Additionally, step-by-step video tutorials are available on our website and YouTube channel — just search for kiddo.world or scan the QR code included in your kit.
How do I make slime?
Making slime is simple and super fun! Full step-by-step instructions are included in your slime kit. Generally, you'll mix the slime powder or glue with the activator solution, knead until the right consistency is reached, and then play away! Always wash hands before and after.
Is slime safe for kids?
Yes! Our slime products are made with child-safe, non-toxic ingredients and comply with all relevant EU toy safety standards. As with all craft materials, slime is intended for use under adult supervision, especially for younger children. Please keep away from very young children who may put it in their mouths, and always wash hands after play.
Is magic sand safe for kids?
Absolutely! Our magic sand is made from non-toxic, child-safe materials and meets EU toy safety requirements. It is designed for children aged 3+ and should be used under adult supervision. Keep away from infants and toddlers who may ingest it, and wash hands after use. Best enjoyed indoors on a flat surface for easy cleanup!
Everything you need to know about creating, using, and storing your Magic Jelly creations.
How many colours does the Magic Jelly set contain?
The number of colours varies by set size — please check the product listing on our website for the exact colour count included in your chosen set. We offer several options so there's something for every young artist!
How do I make the Magic Jellies?
Making Magic Jellies is a fun and easy activity! Dissolve the Magic Jelly powder in water according to the instructions provided in your kit, pour the mixture into the molds, and allow them to set. Full step-by-step instructions are included in the box, and video tutorials are available via QR code you got on the product package.
Can I reuse the water when making Magic Jellies?
We recommend using fresh water for the best results. Once the Magic Jelly powder has been dissolved, the solution changes and reusing it may affect the quality and texture of your Jellies. For the best outcome, always start with fresh, clean water.
Do we need cold or warm water for Magic Jelly?
For best results, use cold or room-temperature water when making Magic Jellies. Hot or warm water can affect the setting process and the final texture of your Jellies. Always follow the instructions included in your kit for perfect results!
How many molds and paints are in the Magic Water Elf sets?
The exact number of molds and paint colours varies by set. Please refer to the product listing on our website for detailed contents of each Magic Water Elf set. The product page includes a full breakdown of everything included in the box.
Where should we keep Magic Jelly toys to prevent them from drying out — in solution or regular water?
To keep your Magic Jelly creations from drying out, store them in the solution they were made in (the remaining Magic Jelly liquid), or submerge them in regular clean water. Exposure to air will cause them to dry out and shrink over time. Keep them in an airtight container with liquid when not in use for maximum longevity.