Help Frequently Asked Questions Couldn’t find what you were looking for? Send us an email at firstname.lastname@example.org and we’ll be happy to help. CREATING AN ACCOUNTIf it’s your first-time shopping with Kidicat, we would like you to set up an account. It is free and simple to do so, once you have you’ll be able to; Check your current and past orders Request returns or exchanges Amend your personal information Update your password Issues LOGGING INThis could be due to: An Incorrect email If you enter your email address incorrectly when creating an account, you won’t receive a confirmation email and as such, your details will not be recognised next time you try to sign in. If you think this might be the case, please contact us to resolve for you. Forgotten your password If you have forgotten your password request a password reset. If you’re having trouble doing so, please contact us and we will reset your password for you. IS ordering online safe?We guarantee that your payment and personal data will always be kept 100% private and secure. All personal data is securely encrypted and protected with SSL (the industry standard for securing data on websites). You can confirm SSL is being used by looking for the small padlock symbol on your webpage. Plus, our website address will show an additional “S” after http:// when SSL is enabled and protecting your data. We never see or store your credit card number on our website; all payment cards are processed by our Bank and not by KidiCat. WHAT CURRENCIES DO YOU ACCEPT?Kidicat currently accepts payment in: British Pound (GBP) U.S. Dollar (USD) Euro (EU) how can i pay?We accept most major credit and debit cards: American Express Visa Master Card We also accept: PayPal WHAT IS A BILLING ADDRESS?The billing name and address appear on your monthly card statements and they are the ones that you used when registering with your bank. You can find them in your monthly statement or from your online banking details. As a security measure your bank needs this information to be entered correctly by you. When we process your order, and charge your card, your bank asks us to verify the address that your card is registered to in order to make sure it really is you. WHAT IS THE CVV AND HOW DO I FIND IT?The CVV (sometimes called the CVD or CVV2) is a feature to give you increased protection against credit card fraud online. American Express The CVV or Security Code is the last 4 numbers printed on the front of the card above the card account number. Visa/Master Card The CVV is the last 3 numbers printed on the signature strip on the back of the credit card. WHY was MY CARD DECLINED?If your credit card has been declined it can be for several reasons: You have typed in a number wrong. You have typed the date or security code (CVV) wrong. The name and address do not match the address the bank has registered for you. Your bank has refused it for security reasons. There are not enough funds to cover the payment amount. If you contact your card provider or bank they will advise why your payment has been declined. You can then contact us to let us know and we will try again. ARE YOUR PRODUCTS original?Yes, we are an authorised retailer of all the brands we stock. All our products are sourced directly from the brands and we guarantee every item to be 100% genuine. can i request more product information?If you would like additional information on any of our products, please contact us and we will be happy to explain further. am I able to order a SOLD-OUT piece?If you are interested in a size or product that shows on the website “Sold-Out” please contact us. We have an excellent relationship with the brands we stock and will do our utmost to source more products/sizes for you. THE ITEM I BOUGHT IS NOW discounted, CAN YOU REFUND ME?Unfortunately, we cannot refund an item if the price has since been reduced after you have made the purchase. HOW DO I CONFIRM YOU HAVE RECEIVED MY ORDER?We send you an email confirmation for each order and it should be with you within 5 minutes of your order. If you do not receive it please check your spam/bulk folder and if you still can’t find it, please contact us. If you are a registered customer, you will be able to login to your account and view the status of your order and any comments or emails we have sent you. ORDER TRACKINGOnce your order has been shipped, you should receive an email with your tracking number. Please contact us if you do not receive your tracking number. CAN I amend MY ORDER?We aim to send out orders to our customers promptly, so it may not always be possible but please contact us and we will try our best to assist you.