Last updated: 27 July 2026
At Little Ones Universe, we want you to feel confident when shopping with us. This Returns, Refunds and Exchanges Policy explains your options if you change your mind, receive an unsuitable product, or experience a problem with an order.
Nothing in this policy limits or replaces your statutory rights under applicable United Kingdom consumer law.
In addition to any rights provided by law, we offer a voluntary return period of 30 days.
You may request a return within 30 days beginning on the date your order is delivered.
To qualify for a return under this voluntary policy, the product must generally:
Be unused, unworn, unwashed, and in a resalable condition.
Be returned with its original packaging where reasonably possible.
Include all original labels, manuals, components, accessories, and promotional items.
Show no signs of damage, alteration, misuse, excessive handling, or assembly beyond what was reasonably necessary to inspect it.
Be accompanied by valid proof of purchase.
Where a product has been handled beyond what is reasonably necessary to inspect its nature, characteristics, and functionality, we may make an appropriate deduction from the refund to reflect any reduction in value.
Products returned incomplete, damaged, used, soiled, or otherwise unsuitable for resale may be refused under our voluntary returns policy. This does not affect your legal rights where a product is faulty, incorrectly described, or otherwise does not conform to the contract.
When you purchase eligible products through our website as a consumer, you generally have a legal right to cancel your order without providing a reason.
The cancellation period normally begins when the contract is formed and ends 14 days after:
You receive the product; or
In an order containing multiple products delivered separately, you receive the final product.
You must inform us clearly that you wish to cancel before the cancellation period expires.
After notifying us of your cancellation, you must return the eligible products without unnecessary delay and no later than 14 days after the date on which you informed us of your decision.
Our voluntary 30-day returns period may provide additional time, but the eligibility requirements of our voluntary policy will apply once the statutory cancellation period has expired.
Certain products may be excluded from change-of-mind returns or statutory cancellation rights where permitted by law.
These may include:
Products made to your specifications.
Personalised, engraved, customised, or made-to-order products.
Products that are likely to deteriorate or expire rapidly.
Sealed products that are unsuitable for return for health-protection or hygiene reasons once the seal has been broken.
Opened toiletries, feeding products, personal-care products, underwear, or similar hygiene-sensitive products where a return would create a health or hygiene concern.
Digital content supplied immediately after you expressly agreed to begin the supply and acknowledged that your cancellation right would be lost.
Gift cards, vouchers, or store-credit products, except where required by law.
Products clearly identified as final-sale or non-returnable, provided that excluding the return is legally permitted.
A product being discounted or included in a sale does not remove your legal rights if it is faulty, not as described, or otherwise does not meet the requirements of applicable consumer law.
The exclusions in this section do not apply where a product is faulty or where you otherwise have a legal right to a remedy.
Contact us before sending a product back if you are uncertain whether it is eligible for return.
To request a return or notify us that you wish to cancel an eligible online order, contact our customer service team.
Please provide:
Your full name.
Your order number.
The product or products you wish to return.
The reason for the return, where applicable.
Photographs or videos if the product is damaged, defective, incomplete, or incorrect.
Your preferred resolution, where relevant.
You are not required to give a reason when exercising a valid statutory cancellation right, although providing one may help us improve our products and services.
Email: contact@littleonesuniverse.co.uk
Telephone: +44 20 8829 9526
After reviewing your request, we will provide the relevant return instructions and return address.
Please do not send products to us without following the return instructions provided by our customer service team. Sending an item to an incorrect address may delay the return or refund.
You are responsible for packaging returned products securely.
Where reasonably possible, please use the original delivery packaging and include all components, accessories, instructions, and labels.
Little Ones Universe is not responsible for damage caused by inadequate return packaging arranged by the customer.
Do not attach labels, adhesive tape, or writing directly to the product’s retail packaging unless instructed to do so.
For change-of-mind returns, including returns made under our voluntary 30-day policy, you will normally be responsible for the direct cost of returning the product.
Where you exercise a statutory cancellation right, return costs will also normally be your responsibility when you were informed of this obligation before purchasing.
Little Ones Universe will cover reasonable return costs where a product is:
Faulty.
Damaged before or during delivery.
Incorrectly supplied.
Missing essential components.
Not as described.
Otherwise not in conformity with the contract.
You must follow the return method provided or approved by our customer service team. We may be unable to reimburse unusually expensive or unauthorised return methods where a reasonable alternative was available.
We strongly recommend using a tracked and appropriately insured delivery service when returning an item independently.
You should retain:
Your postage receipt.
The tracking number.
Proof of the return address.
Photographs of the packaged product where appropriate.
Until a returned product reaches us or our authorised returns provider, you may remain responsible for it unless we arranged or controlled the return service.
We cannot normally issue a refund for a return that we have not received and for which no valid proof of postage or return can be provided.
Please inspect your order as soon as reasonably possible after delivery.
Contact us promptly if you receive a product that is:
Damaged.
Defective.
Incorrect.
Incomplete.
Not as described.
Unsuitable for its intended purpose.
Please provide your order number and clear photographs or other evidence showing the issue. We may ask for additional information or arrange for the product to be inspected.
Depending on the circumstances and your legal rights, we may offer:
A full or partial refund.
A repair.
A replacement.
The missing component.
Another appropriate remedy.
Do not dispose of, repair, alter, or return a faulty or damaged product before receiving instructions from us unless doing so is reasonably necessary for safety reasons.
We may refuse a remedy where an issue was caused by:
Accidental damage after delivery.
Misuse, neglect, or improper storage.
Normal wear and tear.
Failure to follow instructions.
Unauthorised modification or repair.
Assembly or installation that did not follow the supplied instructions.
Use of the product for a purpose for which it was not designed.
This does not affect your rights where a fault existed at the time of delivery or was caused by an inherent problem with the product.
Once a return is received, we will inspect the product and review the return request.
We will notify you whether:
The return has been accepted.
Additional information is required.
A deduction will be made due to reduced value.
The product is not eligible under our voluntary policy.
Another remedy is more appropriate under applicable law.
Products returned under our voluntary 30-day policy must meet the eligibility requirements described in this policy.
Any refusal under the voluntary policy will not remove remedies that you may have under consumer law.
Approved refunds will normally be issued to the original payment method used for the purchase.
We will process refunds without unnecessary delay. Where you validly cancel an eligible online order, we will normally issue the refund no later than 14 days after the earliest of:
The date we receive the returned product.
The date you provide satisfactory evidence that the product has been returned.
Where no product was supplied, the date we are informed of your cancellation.
We may withhold a cancellation refund until we receive the products or receive satisfactory proof that they have been sent back.
After we process the refund, your bank, card issuer, payment service, or other provider may require additional time to display the funds in your account. These external processing times are outside our control.
Where you cancel an entire eligible online order within the statutory cancellation period, we will refund the standard outbound delivery charge where required by law.
If you selected a premium or expedited delivery service, we are not required to refund the additional amount above the cost of our least expensive standard delivery option.
The original delivery charge may not be refunded where:
You return only part of an order and the original delivery charge would have been the same for the retained products.
The return is made only under our voluntary 30-day policy after the statutory cancellation period.
Another lawful exception applies.
Where a product is faulty, incorrect, or not as described, reasonable delivery and return costs will be handled in accordance with your statutory rights.
We may make a reasonable deduction from a refund where legally permitted, including where:
The product’s value has been reduced by handling beyond what would reasonably be permitted in a physical shop.
Parts, accessories, instructions, or promotional items are missing.
The product has been used, damaged, assembled, washed, altered, or soiled.
The product was returned in inadequate packaging and was damaged during transit.
A promotional discount no longer applies after part of an order is returned.
We will explain any deduction made.
No deduction will be made merely because packaging was opened where opening it was reasonably necessary to inspect the product. However, different rules may apply to sealed hygiene-sensitive products.
Exchanges may be available depending on product availability and the circumstances of the return.
To request an exchange, contact us before returning the original product.
An exchange is not reserved until we confirm its availability. Where the requested replacement is unavailable, we may offer:
An alternative product.
Store credit, where you agree.
A refund to the original payment method.
Where there is a price difference, you may be required to pay the additional amount, or we will refund the difference as appropriate.
For faster service, we may recommend returning the original product for a refund and placing a separate order for the replacement.
Contact us as soon as possible if you wish to cancel or change an order before it is dispatched.
We will try to accommodate the request, but we cannot guarantee that an order can be changed or cancelled once processing has begun.
If the order has already been dispatched, you may need to receive it and follow the applicable return procedure.
Orders returned to us because they were refused, unclaimed, or could not be delivered due to incorrect information may be treated as returns.
Where permitted by law, we may deduct reasonable costs incurred as a result of:
The original delivery attempt.
Return transportation.
Re-delivery requested by the customer.
This section does not apply where the failed delivery was caused by an error by Little Ones Universe or its delivery partner.
Where an item was purchased as a gift, refunds will generally be issued to the original payment method used by the purchaser.
We may offer an exchange or store credit to the gift recipient at our discretion, provided satisfactory proof of purchase is supplied.
Where a product was purchased as part of a bundle, multi-buy promotion, free-gift offer, or other discount arrangement, returning part of the order may affect the original discount.
You may be required to return any free or promotional product associated with the returned item.
Where you retain part of a promotional order, we may recalculate the price of the retained products and adjust the refund accordingly, provided this is permitted by law and consistent with the terms of the promotion.
If we have confirmed that a refund was processed but it has not appeared in your account:
Check the original payment method used for the order.
Contact your bank, card issuer, or payment provider.
Allow for any processing period stated by that provider.
Contact us if the refund remains unavailable after the provider’s expected processing period.
When contacting us, please include your order number and any refund confirmation we previously provided.
Products supplied by Little Ones Universe must meet the standards required by applicable United Kingdom consumer law.
Among other requirements, goods must generally be:
Of satisfactory quality.
Fit for any purpose made known to us.
As described.
Supplied in accordance with the contract.
Depending on the nature of the issue and when it is reported, you may be entitled to reject the product, receive a refund, request a repair or replacement, or receive a price reduction.
Your legal rights apply independently of our voluntary 30-day returns policy and any manufacturer’s warranty.
Nothing in this policy excludes, restricts, or attempts to replace any consumer right that cannot legally be excluded.
We may update this Returns, Refunds and Exchanges Policy to reflect changes to:
Our products or services.
Our operational procedures.
Applicable legal requirements.
Our delivery or returns providers.
The latest version will be published on this page with an updated revision date.
Changes will not remove rights that already apply to an order placed before the updated policy took effect.
For return requests, refund enquiries, exchanges, cancellations, or questions about this policy, contact:
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
Business hours:
Monday to Friday: 9:30 AM–5:00 PM
Saturday: 9:00 AM–5:30 PM
Sunday: Closed