About Us

Customer Services



Refund Policy

Non-Sale items purchased on our website can be returned for a refund within 21 days of delivery by printing off and filling in the Online Returns form and returning it with the goods, items that are returned must be in perfect condition and odour free, with any swing tickets still attached, we reserve the right at our discretion to reject returns if we feel they do not meet the above. Please ensure your order number is written on the front of your parcel.

Footwear must include the original shoebox in its original condition, without any postal labels (please send it inside additional packaging). Shoebox fees will be deducted from any refund when footwear is returned in a damaged shoebox or without the original shoebox.

Shipping and handling charges are not refundable. If you return a product that was part of a free or discounted delivery offer, but keep other products which ordered on their own would have attracted a full delivery charge, we will deduct the expected postage from the refund. 

Refunds are processed within 7 working days from when the goods are received into our shop - refunded back to the original purchase method. Credit is issued for items purchased on Easy Payment Plan.

If you wish to exchange a product to save disappointment we advise that you send the goods back for a refund using the Online Returns form and order the new product through our website. Our products sell quickly and we cannot hold products or guarantee their availability whilst your return is processed.

Sale goods can be returned within 14 days for a refund provided that the goods are returned in a re-sellable condition, which is at our discretion, with any swing tickets still attached.

Clearance items can only be returned within 14 days for a store credit or an exchange, postage costs will be applied to exchanged products.

In addition to this refund policy, under the UK’s distance selling regulations, you have the right to cancel the purchase contract within 7 days.

Free UK Returns* - If you are a UK customer you can return your goods to us free of charge by printing off this label and attaching it to your parcel. When your parcel is ready, go to your local Post Office and they will send it for you free of charge. PLEASE WRITE YOUR NAME & ADDRESS ON THE BACK OF THE PARCEL and keep hold of proof of postage until you have received your refund as we can not take any responsibility for lost or damaged parcels without it. If you do not use our free returns service please ensure all parcels are sent by a tracked service. Only one free return per order. Any additional returns made using the free returns service will be charged at £4.95.

If a purchase includes a free gift which is not included in the returned item(s), the cost of the gift will be deducted from the refund.

If delivery was free due to the value of the order and the returned items bring the value of the order below the free delivery threshold, the cost of delivery will be deducted from the refund.


We will not accept returns on:

  • Any worn clothing or footwear
  • Socks
  • Tights
  • Hair bands / hair clips
  • Baby Bottles
  • Dummies
  • Underwear
  • Swimwear (with the protective hygiene strip removed)

* Any items from above that are returned will be liable to a charge (£4.95)

Please use a recorded/tracked and/or signed service as you are responsible for the safe and timely return of your items to us, including any postage costs, insurance, Customs & Duty charges for international returns, etc. We do not take responsibility for any additional charges, loss or delays in this process unless we have arranged to have your return collected using our own couriers.



To avoid incorrect Customs & Duty charges when your return arrives in the UK, you must mark your parcel as:


Fedex automatically charge customs and duty on every parcel returned to us.
This charge will automatically be deducted from your refund.

FAULTY ITEMS will only be accepted for return if you have been given a Returns Number by us, the goods will be inspected in hand to confirm the damage is a manufacturing fault, where a decision cannot be made in store we will refer the return to the manufacturer to assess - this can take up to 28 days. All faulty goods outside of 30 days will be repaired, if not repairable a full or partial store credit will be granted or an exchange (at our discretion depending on the extent of the damage) ONLY if the goods are deemed faulty by the manufacturer. We do not cover faults caused by wear and tear. We will not accept faulty goods returns 6 months from delivery. Please email customerservices@panachekids.co.uk 

Your statutory rights are not affected.

Download & print the Online Returns formDownload & print the Online Returns form


Download & print the Royal Mail Free Returns Label Download & print the Royal Mail Free Returns Label