delivery & returns

At koo-di we like to ensure that our customers and their little one/s receive the best service possible. This is something we take very seriously, and is an area in which we pride ourselves.  To enable us to best look after your needs please read through our policies and procedures carefully.

Delivery Policy

All orders received by 10.00am GMT Monday to Friday are dispatched the same day.   Depending on the total packed for delivery size of your order, will be sent via Royal Mail on a standard service 3-5 days or via courier on a two day delivery service.  You will receive an email notification advising when your order is dispatched, including the method of delivery and if sent by courier, the tracking details. If your order has been sent by courier please ensure that someone will be available at the delivery address to receive and sign for your parcel. 

Please note delivery is available to addresses within the UK only. If you do wish for an item to be sent to an address outside of the UK please contact us and we will be happy to get a quotation for delivery and process your order through our Sales Office.


Order Cancellation Policy 

If you change your mind and wish to cancel your order, we will make every effort to action this before the goods have been dispatched, but please do contact us immediately on 0845 680 9276 as all orders are normally processed the same day. If we are informed of the cancellation before we have dispatched the goods to you, you are entitled to a full refund of the total order price less the PayPal transaction fee incurred when processing your payment (this is currently 3.4 %  plus £0.20).  If however the goods have already been dispatched then you can return them in accordance with our Returns Procedure and receive an exchange or refund in accordance with our Exchange/Return Policy.


Exchange/Returns Policy

We hope that you are delighted with your order.  However, we know that sometimes you change your mind or are given the same or similar item.   We do offer a money back or exchange guarantee on all items. Items must be returned unused, complete with tags and in its original packaging within 14 days of purchase subject to the below conditions.

  • If you wish to exchange an item a re-delivery charge of £6.00 plus/minus any difference in price, will be charged.
  • If you wish to receive a refund, we will issue a full refund less the packing and postage charges stated on your order and the PayPal transaction fee  (this is currently 3.4 %  plus £0.20). price.

Please note, that upon receipt and inspection if we find the returned item has been used, you will not be entitled to a refund.


Returns Procedure

  • Please email us at  or call us on 0845 680 9276 within 7 days of receiving your order. Include in your communications:

         Order ID
         Date of Purchase
         Item No.
         Reason for return
         Your Name, Delivery Address, Email & Daytime contact telephone number

  • It is your responsibility to ensure the goods arrive to us undamaged in transit, so please ensure they are suitably packaged to protect them in transit to our warehouse and we recommend using Royal Mail 1stClass Recorded Delivery where a tracking number can be issued as we will not be able to refund or exchange any item(s) that are lost in transit. We also advise that you obtain a proof of postage certificate.
  • All item(s) are to be returned to the following address:
          Koo-di Returns
          Bay 1, Building 47, Second Avenue,
          The Pensnett Estate,
          West Midlands   DY6 7UZ
  • Please include with your item a note with the following details:

          Order ID
          Date of Purchase
          Item No.  
          Reason for return:
          Your Name, Delivery Address, Email  & Daytime contact telephone number


Defective Goods Policy

All koo-di products have been tested to the current relevant British Safety Standard and have undergone user trials during the product development process to ensure that when used and cleaned in accordance with the product instructions, they are safe and suitable for their intended use.

We have a stringent Quality Management System in place to ensure that products are free of material or manufacturing defects.

If you believe you have received a product as new or discover after use a product has a material or manufacturing defect, please stop using the product and contact us immediately by email at or by telephone on 0845 680 9276.

Include in your communications:

 Your Name, Address, Email  & Daytime contact telephone number
 Order ID: (if known)
 Date of Purchase: (if known)
 Item No.
 Details of Defect

We will take action immediately to ensure the defect is rectified or arrange with you for the product to be returned in accordance with our returns procedure.

Upon receipt & inspection, if the product is found to have a material or manufacturing defect we will refund your return postage charges and exchange or if you require, issue a full refund including packing and postage charges.

Please note, that upon receipt and inspection if we find the returned item has been damaged intentionally or damaged through misuse or not following cleaning instructions, you will not be entitled to a refund.


Incorrect Item Received

We take great care to ensure that you receive exactly what you ordered with each order being double checked by a second person before it is sealed for dispatch.  However, we are human and much to our embarrassment we sometimes do make a mistake.

If you have received an incorrect item, do not open the product packaging and please call us on 0845 6803179 within 7 days of receiving your order and tell us: 

 Order ID
 Date of Purchase
 Item No.  
 Reason for return:  Incorrect Item Received
 Your Name, Delivery Address, Email  & Daytime contact telephone number

We will take it from there to arrange for the correct item to be delivered and the incorrect item to be collected, at no cost to yourself.   In the event that the item you ordered is not in stock, we will arrange collection of the incorrect item and issue a full refund including packing and postage charges.



To enable a successful refund  in accordance with the avoid policies, please ensure that the Returns Procedure is adhered too. 


Spare Parts

If you have accidentally damaged or misplaced a part of any Koo-di product, in most cases a replacement part is available for purchase from us.   Please contact us by email at or call us on 0845 680 9276.


General Enquiries

If you have a question about any Koo-di product please email us at or call us on 0845 680 9276 and we will be happy to answer any question.


Updated February 2015

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