FAQs & Help

Frequently Asked Questions

Below you will find answers to common questions about shopping with Little Ones Universe.

For more detailed information, please review our Terms and Conditions, Shipping and Delivery Policy, Returns, Refunds and Exchanges Policy, Privacy Policy, Cookie Policy, and Payment and Billing Policy.

Orders

How do I place an order?

You can place an order directly through littleonesuniverse.co.uk.

Select the products you would like to purchase, add them to your shopping basket, and proceed through the secure checkout process. Before submitting your order, you will have an opportunity to review your products, delivery address, shipping option, and payment details.

After placing your order, you should receive an order acknowledgement at the email address provided during checkout.

Do I need an account to place an order?

No. Where guest checkout is available, you may place an order without creating an account.

Creating an account may make it easier to:

View eligible order information.
Save contact and delivery details.
Manage account preferences.
Complete future purchases more quickly.

The exact account features available may vary.

Can I change my order after placing it?

We will make reasonable efforts to assist, but we cannot guarantee that a change will be possible once the order has entered processing or has been dispatched.

Depending on the status of the order, you may need to cancel the original order and place a new one.

Can I cancel my order?

You may request cancellation by contacting us as soon as possible.

If the order has not yet been dispatched, we may be able to cancel it before shipment. Once an order has been dispatched, it may need to be returned in accordance with our Returns, Refunds and Exchanges Policy.

Eligible online purchases may also be subject to statutory cancellation rights under UK consumer law.

Why has my order been cancelled?

An order may be cancelled for reasons including:

Product unavailability.
Payment failure.
Incomplete or unverifiable information.
Suspected fraudulent activity.
An obvious pricing or product-information error.
Delivery restrictions.
A product-safety concern.

If we cancel an order after collecting payment, the relevant amount will be refunded to the original payment method.

How do I know whether my order was accepted?

An order acknowledgement confirms that we received your order, but it may not mean that the order has been formally accepted.

Unless otherwise stated, your order is generally accepted when we send a dispatch confirmation or otherwise confirm acceptance.

I did not receive an order confirmation. What should I do?

First, check your spam or junk email folder.

You should also confirm that the email address entered during checkout was correct. If you still cannot locate the confirmation, contact us with your name, delivery address, and any available payment or order information.

Do not send complete payment-card details by email.

Shipping and Delivery

Where do you deliver?

We currently deliver within the United Kingdom unless otherwise stated on the product page or during checkout.

Delivery availability, charges, and timeframes may vary for remote or offshore locations.

Where are orders dispatched from?

Orders are prepared and dispatched through our United Kingdom fulfilment operations or authorised delivery partners.

An order containing several products may be sent in more than one parcel.

How long does order processing take?

Orders are normally processed within 1–3 business days after payment confirmation and order acceptance.

Business days are Monday to Friday, excluding UK bank and public holidays.

Orders placed during weekends or public holidays will normally begin processing on the next business day.

How long does delivery take?

Estimated delivery time depends on the shipping method available and selected at checkout.

Economy Shipping

Estimated delivery: 5–8 business days after dispatch
Cost: Free

Standard Shipping

Estimated delivery: 3–4 business days after dispatch
Cost: £15

The processing period is separate from the delivery estimate.

Delivery timeframes are estimates and may be affected by courier disruption, severe weather, public holidays, seasonal demand, or other circumstances outside our reasonable control.

When does the delivery estimate begin?

The estimated delivery period begins from the date of dispatch, not the date on which the order was placed.

For example, an order may first require up to three business days for processing before the delivery timeframe begins.

Will I receive tracking information?

Where tracking is available, it will normally be included in your dispatch confirmation.

Tracking information may take some time to become active after the courier collects the parcel.

Why has my tracking information not updated?

Courier tracking may not update at every stage of transit.

A tracking record may remain unchanged while a parcel moves between courier facilities. Contact us if there has been no meaningful update for an unusually long period or if the estimated delivery window has passed.

Can I change my delivery address?

We may be able to update the address before dispatch, but changes cannot be guaranteed once processing or shipping has begun.

For security and operational reasons, a courier may not be able to redirect a parcel after dispatch.

What happens if I enter the wrong address?

You are responsible for checking that the delivery information entered during checkout is complete and accurate.

If an order is delayed, returned, or cannot be delivered because of incorrect customer-supplied information, additional delivery or return costs may apply where legally permitted.

This does not affect your rights where the error was caused by Little Ones Universe or the courier selected by us.

What should I do if my order is late?

Before contacting us, please:

Review the courier tracking information.
Check for an attempted-delivery notice.
Check any authorised safe place.
Ask other members of the household.
Check with neighbours, reception, or a concierge.
Confirm the delivery address shown on your order.

If the estimated delivery period has passed and the parcel has not arrived, contact us with your order number.

What should I do if tracking says delivered but I cannot find the parcel?

Check all entrances, safe locations, neighbours, household members, reception areas, and any delivery photograph supplied by the courier.

If the parcel still cannot be located, contact us promptly. We may ask for information required to investigate the delivery with the courier.

What happens if my parcel is lost?

If a courier investigation confirms that a parcel was lost before delivery, we will provide an appropriate resolution.

Depending on the circumstances and product availability, this may include a replacement or a refund.

Returns, Refunds, and Exchanges

What is your return period?

Little Ones Universe offers a voluntary return period of 30 days from the date of delivery for eligible products.

This voluntary policy is provided in addition to any statutory cancellation or consumer rights that may apply.

What condition must a returned product be in?

For a change-of-mind return under our voluntary policy, the product should generally be:

Unused, unworn, and unwashed.
In a resalable condition.
Returned with its original packaging where reasonably possible.
Complete with all parts, labels, instructions, and accessories.
Accompanied by proof of purchase.

Different rules may apply where a product is faulty, damaged, incorrect, or not as described.

Are any products non-returnable?

Certain products may be excluded from change-of-mind returns where permitted by law, including:

Personalised or made-to-order products.
Products likely to deteriorate or expire rapidly.
Opened sealed products that are unsuitable for return for health or hygiene reasons.
Gift cards or vouchers.
Other products covered by a lawful exception.

These exclusions do not remove your rights where a product is faulty or otherwise does not comply with consumer law.

How do I request a return?

Your full name.
Your order number.
The product you wish to return.
The reason for the return, where applicable.
Photographs if the product is damaged, defective, incomplete, or incorrect.

We will review your request and provide the applicable return instructions.

Please do not send a product to an address without first following the return instructions supplied by our customer service team.

Who pays for return shipping?

For a change-of-mind return, you will normally be responsible for the direct return-shipping cost.

Little Ones Universe will cover reasonable return costs where the product is faulty, damaged before delivery, incorrect, incomplete, or not as described.

You should follow the return method approved or provided by us.

Should I use tracked return shipping?

Yes. We strongly recommend using a tracked and appropriately insured service when arranging a return independently.

Keep the postage receipt and tracking information until the return and refund have been completed.

Can I exchange a product?

Exchanges may be available depending on the reason for the return and product availability.

Contact us before returning the original product. If the requested replacement is unavailable, we may offer an alternative, store credit with your agreement, or a refund.

When will my refund be issued?

Refunds are processed after the return has been received and assessed, unless consumer law requires an earlier or different process.

Where a valid statutory cancellation applies, we will issue the refund within the period required by law. We may withhold the refund until we receive the returned product or satisfactory proof that it has been sent back.

How will I receive my refund?

Approved refunds will normally be issued to the original payment method.

Your bank, card issuer, or payment provider may require additional time to display the funds after we process the refund.

Will my original delivery charge be refunded?

Where you validly cancel an entire eligible online order during the statutory cancellation period, the standard outbound delivery charge will be refunded where required by law.

Additional charges for premium or expedited delivery may not be refundable beyond the cost of the least expensive standard delivery option.

What should I do if my refund is missing?

If we have confirmed that a refund was processed:

Check the original payment method.
Confirm whether the transaction is still pending.
Contact your bank or payment provider.
Allow the provider’s stated processing period.

Damaged, Faulty, or Incorrect Products

What should I do if a product arrives damaged?

Your order number.
A description of the damage.
Photographs of the external packaging.
Photographs of the shipping label.
Clear photographs or videos of the product.

Keep the product and packaging until we provide further instructions.

What should I do if I receive the wrong product?

We will review the issue and arrange an appropriate remedy, which may include supplying the correct product, arranging a return, or issuing a refund.

What should I do if part of my order is missing?

First, check whether the order was divided into multiple parcels and whether you received more than one tracking number.

If all parcels have arrived and a product or component is still missing, contact us with your order number and photographs of the parcel contents and packaging where possible.

What rights do I have if a product is faulty?

Products must meet the standards required by UK consumer law, including being of satisfactory quality, fit for purpose, and as described.

Depending on the circumstances and when the problem is reported, you may be entitled to a refund, repair, replacement, price reduction, or another appropriate remedy.

Payments and Billing

What payment methods do you accept?

Depending on availability during checkout, accepted payment methods may include:

American Express
Apple Pay
Diners Club
Discover
Google Pay
Maestro
Mastercard
Shop Pay
UnionPay
Visa

The payment methods displayed during checkout are the options available for your order.

What currency do you use?

All prices and payments are displayed and processed in pounds sterling (GBP) unless otherwise stated.

Your bank or payment provider may apply currency-conversion or international transaction charges if your account uses another currency.

Is my payment information secure?

Payments are processed through established third-party payment providers that use their own security and authentication procedures.

Little Ones Universe does not normally store or have direct access to your complete card number, card security code, or full digital-wallet credentials.

Why was my payment declined?

A payment may be declined because of:

Incorrect payment or billing information.
Insufficient funds.
An expired card.
Failed security authentication.
Transaction limits.
Fraud-prevention checks.
A restriction imposed by your bank.
A temporary technical problem.

Your payment provider may be able to provide more information about the reason for the decline.

Why do I see a pending charge?

A pending amount may be a temporary payment authorisation rather than a completed charge.

If an order is cancelled or not accepted, the payment provider should normally release the unused authorisation. The timing is controlled by the bank or payment provider.

What should I do if I believe I was charged twice?

Check whether both transactions are completed or whether one is only pending.

Contact your bank or payment provider for clarification. You may also contact us with your order number and transaction information, excluding your complete card details.

Can a refund be sent to a different payment method?

Refunds will normally be returned to the original payment method.

An alternative method may be considered only where the original method cannot accept the refund or another arrangement is required by law or the payment provider.

Products

Are product photographs accurate?

We take reasonable care to display products accurately.

However:

Colours may vary depending on screen settings and lighting.
Product packaging may change.
Measurements and weights may be approximate.
Minor design differences may occur.
Manufacturers may update products without materially changing their purpose.

The product supplied should still correspond with its description.

How can I check whether a product is available?

Availability is normally displayed on the relevant product page.

Products remain subject to availability until an order has been accepted. Adding a product to your basket does not reserve it.

What happens if a product becomes unavailable after I order?

We may:

Cancel and refund the unavailable product.
Contact you with an estimated availability date.
Offer a suitable alternative with your agreement.
Dispatch the available products separately.
Cancel the whole order where appropriate.

We will not provide a materially different substitute without your consent.

How do I know whether a product is suitable for my child?

Review all information on the product page, packaging, and instructions, including:

Age recommendations.
Weight or height limits.
Safety warnings.
Materials.
Dimensions.
Assembly instructions.
Care and maintenance guidance.

Adult supervision may be required for products intended for babies or children.

Contact us before ordering if you need clarification about a product. Product information on our website does not replace medical or professional advice.

What should I do if a product is recalled?

Stop using the product and follow the recall or safety instructions provided.

Where appropriate, we may contact affected customers, publish information on our website, and arrange a return, replacement, repair, or refund.

Accounts and Website Use

How do I create an account?

Where account registration is available, select the account or sign-in option on the website and follow the instructions.

You must provide accurate information and keep your login details secure.

What should I do if I forget my password?

Use the password-reset option available on the sign-in page.

A reset link or verification message may be sent to the email address associated with your account.

Can Little Ones Universe suspend an account?

We may suspend or close an account where it is used fraudulently, creates a security risk, contains false information, or is used in serious or repeated breach of our Terms and Conditions.

This will not normally affect rights relating to orders already accepted.

Why is the website not working correctly?

Temporary problems may occur because of:

Website maintenance.
Browser settings.
Disabled essential cookies.
Network disruption.
Device compatibility.
Payment-provider interruption.

Try refreshing the page, clearing the browser cache, enabling essential cookies, or using another supported browser or device.

Privacy and Cookies

How do you use my personal information?

We use personal information for purposes including:

Processing and delivering orders.
Managing payments and refunds.
Providing customer support.
Preventing fraud.
Improving our website.
Meeting legal obligations.
Sending permitted marketing communications.

Full details are provided in our Privacy Policy.

Do you sell personal information?

No. Little Ones Universe does not sell or rent customers’ personal information.

We may share information with trusted service providers where necessary to process payments, deliver orders, operate the website, prevent fraud, or meet legal obligations.

Does your website use cookies?

Yes. Our website may use cookies and similar technologies to operate essential functions, maintain shopping baskets, remember preferences, measure performance, and support optional marketing.

Non-essential cookies will be used only after the required consent has been obtained.

How do I change my cookie preferences?

Use the cookie-preference or cookie-settings tool available on the website.

You may also manage or delete cookies through your browser settings. Blocking essential cookies may prevent important website features from working correctly.

How can I exercise my data-protection rights?

Depending on the circumstances, you may have rights to access, correct, delete, restrict, object to, or request transfer of eligible personal information.

We may need to verify your identity before completing a request.

Promotions and Discount Codes

How do I use a promotional code?

Enter the code in the appropriate field during checkout before completing payment.

Confirm that the discount has been applied before submitting your order.

Why is my promotional code not working?

A code may not work because:

It has expired.
The minimum order value has not been reached.
A product is excluded.
The code has already been used.
It cannot be combined with another offer.
It was entered incorrectly.
The promotion is limited to certain customers or locations.

Review the conditions of the promotion or contact us for assistance.

What happens to my discount if I return part of an order?

The discount may be recalculated based on the products you keep and the conditions of the promotion.

Any free promotional product associated with a returned item may also need to be returned.

Customer Support

How can I contact Little Ones Universe?

You can contact our customer service team by email, telephone, or post.

Little Ones Universe
63–66 Hatton Garden
London EC1N 8LE
United Kingdom

Website: littleonesuniverse.co.uk
Email: contact@littleonesuniverse.co.uk
Telephone: +44 20 8829 9526

What are your business hours?

Our business hours are:

Monday to Friday: 9:30 AM–5:00 PM
Saturday: 9:00 AM–5:30 PM
Sunday: Closed

Messages received outside business hours will be reviewed during the next available business period.

What information should I provide when contacting support?

To help us respond efficiently, include:

Your full name.
Your order number.
The email address used for the order.
A clear description of the issue.
Relevant photographs or documents.
The resolution you are requesting.

Never send complete card details, card security codes, account passwords, or one-time security codes by email.

Where can I find your full policies?

Our complete policies should be available through the website footer or the relevant customer-service pages.

These may include:

Terms and Conditions.
Privacy Policy.
Cookie Policy.
Shipping and Delivery Policy.
Returns, Refunds and Exchanges Policy.
Payment and Billing Policy.
Copyright Infringement and DMCA Policy.

If an answer in these FAQs differs from a more detailed policy, the detailed policy and your mandatory statutory rights will take priority.