FAQsFANTASTIC & AWESOME QUESTIONS
Here are some of the questions we get asked the most. If you can't find what you're looking for,
be sure to get in touch with our Customer Support Team.
- 1) How do I contact the Kapkids Customer Support Team?
Would love to hear from you !
Call : +91 9243214500 Monday to Saturday - 9:00 am to 7:00 pm Sunday - 10:00 am to 5:00 pm. Please note all calls may be recorded for training purposes.
Chat : Live Chat
Email : email@example.com
If you wish to write to us, the postal address is: Kapkids Customer Support
C/o Ace Turtle Services Private Limited
2HM, #201, East of NGEF, Kasturinagar
Outer Ring Road, Bangalore 560 043
- 2) How do I subscribe to receive updates from Kapkids?
Click here to sign up to receive the latest email updates from Kapkids. We'll keep you up to date with new collection arrivals, trend reports and in-store events. Just provide us with your name and email address, and tell us your preferences to customise what we send you.
- 1) How long will my order take to arrive?
Delivery times depend on the type of delivery selected. Standard deliveries take 3 to 5 working days for metro cities and 6 to 12 working days for other cities. Express Delivery will be completed within 24 hrs. Express Delivery, as of now, is available only for select 7 cities.
You can find out specific delivery details for your address/pincode , by using your pin-code in the delivery serviceability tool located on the right side on all product detail pages.
- 2) How can I find out if Kapkids delivers to my PIN Code?
Use your pin code on delivery serviceability tool located on the right side on all product detail pages, to find out the delivery details applicable for your pin code.
This pin code list is updated regularly. Incase, your pin code does not show up, please visit the site in some time to check the updated pin code list for deliveries.
- 3) Can I get deliveries on Sundays and Public Holidays?
Sorry, our courier partners will not able to deliver shipments on Sundays and Public holidays.
- 4) How much do I pay for delivery service?
Kapkids offers absolutely FREE shipping on net order value of ₹799/- or more on all products in India.
Standard delivery – ₹50/- for orders below ₹799/-
Express delivery – ₹199/-, in any of the select 7 cities.
The Shipping charge will not be included in the refund value of your order as these are non-refundable charges.
- 5) Can I add a different delivery address to my order?
Yes, you can. Send your goods to a different delivery address from your billing address. Click “+Add a New Address” during the Check Out process under the “ Shipping Information” section.
- 6) Can I modify the shipping address of my order after it has been placed?
Yes, you can. Modify the shipping address of your order before we have processed (shipped) it, by contacting our Customer Support team at +91 9243214500.
- 1) Can I change or cancel my order, after it has been placed?
Under normal circumstances, your order is processed and prepared for dispatch immediately. Hence, you may not be able to make any amendments or cancel your order, if it has already been processed for dispatch. In this instance, you would have to return your order once you've received it, in accordance with our Returns Policy.
If you wish to know the status of your order, please contact the Customer Support Team, quoting your order number.
- 2) What is 30 day return and exchange policy? How does it work?
Our 30 day returns and exchange policy gives you an option to return or exchange items purchased on Kapkids.in, for any reason within 30 days of receipt of the item. We only ask that you don't use the product and preserve its original condition, tags, and packaging. You are welcome to try on a product but please take adequate measure to preserve it closest to the original condition.
We will pick up this order that you wish to return from your door-step. Please contact our Customer Support Team, to finalise the details of the pick up.
Once we pick up and receive your return, we will review the product. If it meets our Quality Check parameters, we will credit the amount you paid for the products as Store Credits into your account.
If you wish to receive a refund instead, please send an email with the following details from your registered email address to firstname.lastname@example.org
Account Holder Name
Bank Account Number
You can exchange an item purchased from Kapkids for a new size , for no extra charge. If you wish to exchange your item for an alternative product, we suggest that you return the original bought item to obtain a Store Credit and purchase the new item separately.
However, all exchange requests will be subject to stock availability If you choose to exchange an item, our delivery representative will deliver the new item to you and simultaneously pick up the original item from you.
- 3) How do I return or exchange an item?
You can return your order hassle free in a few simple steps, as follows :
- Place your item in its original packaging box
- Please mention your Name, Order Number, and Mobile Number, on the top of the box, and insert the original invoice
- Keep the package ready for our Courier Partners to pick it up
- Schedule a pickup time by calling our Customer Support Team.
For any clarification, do give our Customer Support Team a call and they will help you.
- 4) My order is damaged – what should I do?
Please check your order as soon as you receive it. If any of the items are damaged, please contact our Customer Support Team immediately, quoting your order number and listing the item(s) that have been damaged. The Customer Support Team will guide you, with the refund process.
- 5) Are there certain categories of products which are non-returnable?
Certain items such as Innerwear, Swimwear, Socks, Mittens, Fashion & Hair accessories & Jewellery, are non returnable.
- 6) Do you provide a pick up from home in case I want to return a product?
Yes, we provide pickup from your doorstep. For details, please connect with our Customer Support Team.
- 7) How will I receive my refund?
If the payment was made by Credit Card or Net-Banking, we can either issue Store Credits or reverse credit to the Credit Card or credit your Net-Banking account.Store Credits can be utilized on a future purchase on the website. For details, please connect with our Customer Support Team.
If Cash on Delivery was used as a payment option , we can either issue Store Credits or transfer the refund to you bank account. Store Credits can be utilized on a future purchase on the website.
If Store Credits were used to make a purchase, the same Store Credits will be reversed into your Kapkids account. The reversed Store Credit can be utilized on a future purchase on the website, as normal Store Credits.
- 8) I just cancelled my order. When will I receive my refund?
If you have selected Cash on Delivery, there is no amount to refund because you haven't paid for your order.
For payments made using a Credit Card, Debit Card and Net Banking , you will receive a refund in “My Account” under “Store Credits” immediately after your order has been cancelled. Any coupons used are also reinstated back in to your account.
If you have made your payment using a Credit Card, Debit Card, net banking and would like a refund to your bank account, please get in touch with our Customer Support Team.
- 1) How do I pay for my order?
Once you have finished shopping, view the products in your Shopping Bag by clicking the 'My Bag' button in the top navigation, at the right-hand side of the screen.
To see a more detailed view of your shopping basket click on ‘View my Bag’. Now, click 'Checkout Now' where you can then enter the required information to purchase. If you are experiencing difficulties with your payment please contact our Customer Support Team who will be happy to guide you through our payment screen.
- 2) Which methods of payment do you accept online?
We support the following payment options:
Cash On Delivery (available in select pincodes)
There is a non-refundable convenience charge of ₹29/- levied on Cash on Delivery purchases.
- 3) What is the process for Cash On Delivery purchase?
Cash on Delivery allows you to pay for your order with cash at the time of delivery.
Kapkids offers a Cash on Delivery option for all orders up to the bill value of ₹6000/- for most delivery addresses. Place an order and select the 'Cash On Delivery' option on the payment page.
When you make a purchase using the Cash On Delivery option, your product will be booked. You will receive a call from us to confirm your Order before it gets dispatched. If you are unreachable or unable to attend the call, we will send a mail to you for your Cash On Delivery order confirmation.
Please note that Cash On Delivery orders will be dispatched, only after we get a Phone or a Mail confirmation from you.
- 4) Why can't I see the Cash On Delivery option on my payment page?
If you do not see a Cash On Delivery option on your payment page, this may be due to one of the following reasons:
- Your order value may be over ₹6000.
- Our courier partners may not support a Cash On Delivery option to your delivery address.
- You may have placed another order using the Cash On Delivery option which is pending delivery. If the amount of this order when added to your current order exceeds ₹6000, then the Cash On Delivery option will be disabled.
- 5) Is there a charge for Cash on Delivery purchases?
There is a non-refundable convenience charge of ₹29/- levied on Cash on Delivery purchases.
- 6) Is there a purchase limit for a Cash On Delivery purchase?
Yes, Cash On Delivery option is available on purchases up to a limit of ₹6000/-, beyond which purchases can only be made using Netbanking or Creditcard.
- 7) How can I pay if Cash On Delivery option is not available on my pincode?
If Cash On Delivery option is not available on your pincode, you can always pay through NetBanking or Credit/Debit Card.
- 8) Why isn't Cash On Delivery not available on my address ?
Cash on Delivery option is not offered by our courier partners for few pincodes, which can not be serviced. Hence, based on your location Cash On Delivery option may not be available to you. However, you can always opt for payment through Net Banking or Credit/Debit Card.
- 9) What should I do if my payment fails?
Please retry after ensuring that the information entered is accurate, including account details, billing address and passwords. If your payment still fails, you can opt for using the Cash on Delivery payment option on the payment page to place your order, subject to this option being available on your pincode.
If your payment is debited from your account after a payment failure, it will be credited back within 14 working days, after we receive a confirmation from the bank. You can email us on email@example.com or please give us a call with your order number, for clarifications.
- 10) Are there any hidden charges?
There are absolutely no hidden charges. Any octroi or sales tax is actually borne by Kapkids. You pay only the amount that you see in your order summary.
- 11) How do I redeem a coupon?
You can redeem a coupon on ‘My Shopping Bag’ page before you place an order. The complete list of your unused and valid coupons is available under the 'Store Credits' header in your 'My Account' section.
- 12) What is Store Credits? How do I redeem it?
Store Credit is your Cashback with Kapkids that can be used to pay for purchases on Kapkids.in. You get credits when you return items to Kapkids or when you receive Kapkids Gift Cards. You can redeem your credits on the Payments page.
You can check your credit balance in your 'My Account' section.
Contact our Style Advisors for expert guidance on our product range and assistance selecting that perfect item
- 1) How do I buy a Gift Card?
Gift cards are available in INR/Indian Rupee denomination. You can choose from the following options:
Boxed Gift Card
- Select a gift card amount
- Include the recipient's name, address and a personal message (optional)
- Once payment in credited in our account, the gift card will reach you in 1-3 working days in a signature Kapkids pack.
Virtual Gift Card
- Select a gift card amount
- Add the recipient's name, email address and a personal message (optional)
- The virtual gift card will be sent to the receiver as soon as payment is credited in our account.
- 2) What is the difference between a Boxed and Virtual Gift Card?
A boxed gift card is a physical card. It can be sent directly to the recipient or delivered to your address so you can give it to them personally. Each boxed gift card arrives in a signature KAPKIDS pack.
A virtual gift card is emailed directly to the recipient and a delivery receipt is sent to you for your reference.
- 3) Can I choose the Gift Card amount?
Boxed and virtual gift cards are available in fixed denominations. However, you can purchase multiple gift cards to achieve your desired amount. The denominations are as follows:
Boxed Virtual ₹50 ₹50 ₹100 ₹100 ₹200 ₹200 ₹500 ₹500 ₹750 ₹750 ₹1000 ₹1000 ₹2000 ₹2000 ₹5000 ₹5000 ₹10000 ₹10000
- 4) How will I know if my Gift Card has been sent?
For both virtual and boxed gift cards you will receive a dispatch notification email, with a tracking option for the boxed gift card.
- 5) Where is my Boxed Gift Card Order?
Once your order has been shipped, you will receive a dispatch notification email of your shipping details and a tracking number. If you have registered, you will be able to view the progress of your shipment by signing in to ‘MY ACCOUNT’ and select MY ORDERS.
- 6) Do Gift Cards Expire?
Gift cards are valid for 12 months from the time of initial activation. This is applicable to both Boxed Gift Cards as well as Virtual Gift Card.
- 1) How do I make a purchase?
Shopping on kapkidsonline.in is..well..as kids play ! If you know what you are looking for, use the CLOTHING, SHOES and ACCESSORIES links. Once you have found an item, select your size and use the 'BUY NOW' button underneath. Even if you don’t know what you are looking for, have fun browsing through the site and we are sure that you will find your treasure!
Review the items in your shopping bag by selecting the 'MY BAG' link at the top of the page. You can add products to your Wish List or use the 'REMOVE’ link to delete items from your shopping bag.
Click on 'CHECKOUT NOW' to complete your order Or You can visit our How to shop section accessible from the link at the bottom of any page
- 2) I live outside India, can I order for a delivery in India?
Yes, you need to provide the delivery address in India.
- 3) How will I know my order is placed successfully?
Once your Order is successfully placed,you will receive a confirmation over email and text message from Kapkids. This mail will have all the details related to your order. Order details can also be viewed at My Account > My Orders if you have placed the order on your own online.
- 4) How can I track the delivery status of my order?
When you receive your dispatch confirmation email this will include a link to our courier partner’s website. You can track your order using the tracking number provided in the mail.
Please note that the tracking link will only take effect from midnight on the day you receive the your dispatch confirmation email.
- 5) How soon can i get my order and how much will it cost?
For information on delivery and shipping charges to your destination, view our shipping options.
- 6) How do i know that the products you sell are authentic?
As an authorized online license holder for all of the designers featured on our site, we unconditionally guarantee that every item we sell is 100% authentic. Please note that we are unable to comment on the authenticity of any items not purchased from Kapkids.
- 7) How do i know if an item is in stock?
All items are in stock unless "Sold Out" is displayed. Please be aware that even if an item is in your shopping bag, it can still be bought by another customer until you have completed your order.
If the product you want to buy is out of stock, add it to your Wish List to save and view at any time and be notified when it is back in stock.
You can also register interest for items previewed in our editorial features, and will receive email notification when they arrive in stock.
- 8) What should I do if I haven’t received all the items I ordered?
Please check your order as soon as you receive it and ensure all the items in the box match the items listed on the dispatch note. If there is an item missing, please contact our Customer Support Team and quote your order number.
- 9) Can I view all my previous orders?
Yes, users with a Kapkids Account can sign in for details of their previous orders. Visit 'My Account' using the tab on the top right-hand side of the screen. Click on 'My Orders' in the left-hand navigation. Here you can view the order number, date of invoice, total value of the order, the current status and actions, if any needed.
By clicking on 'View Order' you are able to print your order from this screen or click to reorder products.
- 10) Can I add items to an existing order?
It is not possible to combine orders or add items to an existing order. If you would like all your items to be delivered together, you will need to cancel your order(s) and place a new order which contains all the items you require.
- 1) Do i need to set up an account to place and order?
Register with us by clicking the ‘Sign In’ tab in the top navigation and get set to enjoy a world of benefits through your Kapkids account:
- Track your orders and review past purchases
- Request your return or exchange directly from your account
- Access your Wish List and Recommendations
- Get a new stock arrival notification
- Save your address and card details for faster shopping
- Manage your account details, order history and email preferences and see order status.
- 2) Can I shop without creating an account?
Yes, you can. Place the your chosen goods in “My Bag” and click 'Checkout Now'. Select the 'Guest Checkout' option, to ensure that only few details will be collected from you, before the order is processed.
- 3) I've forgotten my password. What should I do?
Don't worry if you forget your password, you can still access your details! Just follow the 'Forgot Password' instructions on the 'Sign in' page and enter the email address you provided during the registration. An email containing a link to reset your password, will be sent to you. For security reasons we recommend you re-set your password once you have logged in.
- 4) How do I unsubscribe myself from receiving email newsletters from Kapkids?
Simply click on the 'Unsubscribe' link at the bottom of any email newsletter , which you get. You are welcome to subscribe to our newsletter again at any point.
- 5) What is a Wish List?
Well, its a wish list ! Like any other wish list, add your most preferred items in your Wish List. You can organize these into different lists and then shop for them, whenever you want.
- 6) How do I create my Wish List?
You will need a Kapkids Account to create your Wish List. When you are viewing a product details page, you can add that product to your Wish List by clicking on the 'Save for Later' link. You will then be directed to set up an account, or prompted to sign in if you already have one . You can view and manage your Wish List in My Account, or share it with family and friends via email.