Frequently Asked Questions

If you can’t find the answer you were looking for, please Contact me. I’ll be happy to help.

 

 

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Why do you use this yarn?

I believe, as a mother of two boys, that clothing for children should be beautiful, but washable. Yarn is not the easiest thing to care for and can shrink easily. I wanted to use yarns that could be washed easily, without a parent having to worry about it. All yarns used are machine washable. Just please don’t put them in the tumble drier!! Nope.
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What is the yarn made from?

All yarn fabric content is stated on each item description so you will know what fibre content you are getting for your particular purchase.
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What size should I order?

All sizes differ from item to item. However, every item has measurements stated. Please check carefully and don’t just pick a size because you think it will be ok. The only time I would advise this is if the baby is not born yet. Then I would just pick a size as they will grow into it eventually!
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Do you ship internationally?

Yes I ship worldwide. Please check my Shipping Policies for further details.
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How will my parcel be sent?

Parcels within the UK are sent First Class Signed for via the Royal Mail.
Parcels outside of the UK are sent International Tracked & Signed via Royal Mail.
Both of these methods are the safest way I can get your parcel to you while keeping costs as low as possible.
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What are the Shipping Costs?

As of May 2017, here are the current costs of shipping:

Please allow 1-3 days for delivery if using the first class option.
*In the UK, Special Delivery is a next-day service. Please note that this is the next day after I’ve taken your parcel to the Post Office, not the next day after you place your order. Sometimes these will be the same, but not always!

United Kingdom Goods Price Service
Orders up to £50 1 item £2.58 Royal Mail First Class Signed For
Orders up to £50 2 or more items £4.90 Royal Mail First Class Signed For
International Shipping Goods Price Service
Orders up to £50 1 item £8.85 International Tracked & Signed For
Orders over £50 1 item £11.35 International Tracked & Signed For

Please allow 5-21 days for your parcel to arrive.
Please note, delays due to parcel being held in customs is out of my control and estimated delivery will go beyond the above stated times.

All delivery times are estimated. Please contact me if you feel that your parcel has taken longer than estimated time frames and I will try to track the location of your parcel.
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How can I pay for my order?

I accept Paypal (which accepts all major credit cards).
Payment is due at the time of order.
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How long will my order take?

A ready to ship item will be shipped out to you the next day at the latest.
A bespoke order will take up to 2 weeks to process before being shipped.
If there is any further delay I will let you know as soon as possible.
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Will I need to be home when my parcel is delivered?

All parcels are sent via Royal Mail and require a signature. This also means I cannot ship to a PO Box address. If you are not at home to sign for the parcel, you will be required to collect it from your local mail depo. Please be aware of this when placing your order.
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I have to pay Customs Fees, what should I do?

Please note that international parcels may be subject to custom fees or import duties. These are applied to your parcel as it arrives into your country therefore I cannot be held responsible. Duty/Import taxes are the responsibility of the customer.
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Can I cancel my order?

Your right to cancel an order for goods starts the moment you place your order and ends 14 days from the day you receive your goods. This 14 day period is the time you have to decide whether to cancel, you then have a further 14 days to send the goods back.
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Do you accept refunds or exchanges?

You have the right to return your item as long as you contact me within 14 days of receiving the parcel. You then have a further 14 days to post the parcel back to me. Please do not send the parcel back without requesting the refund first. Please be aware that return postage is at the customers expense and that when returning items you should use a recorded delivery service as I can’t be held responsible for items which are lost in transit. Please bear this in mind when making your order and double check all order details. You can contact me using the form here or at Kelly@rowrowandkades.com with all enquiries.
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What if something is wrong with my order?

If you have a problem with your order, please contact me with your order number and contact details so we can help resolve the issue.
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How should I send the goods back?

Goods should be returned in their original condition and packaging. If the original packaging is no longer available, goods should be packaged carefully and appropriately to avoid damage in the mail.
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When will I receive my refund?

I will issue a refund within 14 days of receiving the returned goods. Once I have assessed the condition of the returned goods I will contact you with details of the refund.
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Why have I not received a full refund?

If the goods are not returned in a satisfactory condition, a deduction may be made to the refund. Refunds will not be given if the goods have been worn or washed unless agreed in advance due to a developed fault. I will always contact you to let you know about a reduction or refusal and the reason for it before the refund is or is not issued. Non faulty goods should not be handled anymore than you would if you were assessing them in a shop.
Please be aware that you will not receive a refund for the return shipping costs or any Customs fees which have been paid. Please bear this in mind when making your order and double check all order details.
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When will I get my exchanged item?

Your exchanged goods will be sent out as soon as possible, once your original goods have been returned. If the exchange item is made to order, please allow up to 21 days, plus shipping time, to process the new order.
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My parcel is missing

In the UK, a parcel is not considered missing until it has been in limbo for 15 working days (3 weeks). This is extended to 20 working days (4 weeks) for goods posted to Europe, and 25 working days (5 weeks) for the rest of the world. I am unable to do anything about the goods until they have been delayed for as long as this standard.
Once this time limit is up, if your parcel has still not arrived, I am able to start proceedings to claim for it. I may need your help to fill out details on the claim form. This will not affect my refund/exchange to you, but will help me to reclaim my costs from the Royal Mail. While I am dealing with the Royal Mail I will process your refund/exchange as normal so you are not delayed any further.
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My parcel is damaged

If your parcel arrives in a poor condition, please take photographic evidence. This is so I can claim from the Royal Mail and receive compensation. It will not affect your refund/exchange. While I am dealing with the Royal Mail I will process your refund/exchange as normal so you are not delayed any further.
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My parcel is late for it’s intended use! Can I have compensation?

My processing time will always be stated on the items before purchase. Please take into account that it will take up to 2 weeks to make the item and then the shipping time is on top of that. Once the parcel is in the postal system, it is, unfortunately, out of my hands. If it is delayed due to any reason, I cannot do anything about it until a certain time limit has past, (please scroll up and read the Parcel Missing section). I can apologise on behalf of the Royal Mail but it won’t speed anything up. Therefore, I cannot offer compensation on a delayed item.
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How accurate are the pictures of your products on your website?

I try my best to make sure the images are as close as possible to the actual product.
Colours may vary slightly depending on your computer or mobile device.
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Product Care

All yarn used is machine washable. You will receive a care card with every item which will state how it should be cared for. The majority of items are machine wash at 30°, iron on a cool setting, do not bleach, do not tumble dry.
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Who are RowRow and Kades?

RowRow, aka Rowan, is the newest member to our little family. He is my 1 year old son and the model in the boys clothes. He is a little troublemaker, loud and boisterous and we love him to bits!
Kades, aka Kaden, is my first born son. He is 8 years old and polar opposite to toerag Rowan. Kaden is gentle and loving and wears his heart on his sleeve. I’ll get him modelling for me one day too!