Frequently asked questions
Browse our most frequently asked questions here.
If you still need assistance, feel free to contact us at info@kidsbydesign.co
Who can purchase from your website?
Our website is for approved wholesale customers only. To access pricing and place orders, you must apply for a wholesale account and be approved by our team. By applying, you confirm you are purchasing for business purposes.
Are prices inclusive of VAT?
All prices are shown exclusive of VAT. Where applicable, VAT will be applied at checkout in accordance with local regulations.
Do you offer shipping or delivery?
No. All orders are collected from our Kids By Design warehouse. Shipping is not available, and customers are required to arrange their own freight or courier.
What are your delivery terms?
All orders are supplied on an Ex Works (EXW) basis. This means goods are made available at our warehouse, and customers are responsible for collection and freight arrangements.
Where do I collect my order from?
Kids By Design
Hero Fulfillment Boomse Steenweg 10,
2627 Schelle
Belgium
Collection Hours:
Monday–Thursday 09:00–17:00
Friday 09:00–14:00
If you have any questions ahead of collection, the team can be reached at +32 36453102 or office@herofulfillment.com
When will my order be ready for collection?
Once your order has been processed and fulfilled, you will receive a confirmation notification advising it is ready for collection. Please wait for this confirmation before arranging collection or booking a courier. From that point, you have 7 days to collect — items not collected within this period will be returned to stock.
Can I arrange my own courier?
Yes. Customers are responsible for arranging their own freight or courier. Please ensure your courier has your order number and collects within the warehouse collection hours.
What information does my courier need?
If you are arranging a courier, please ensure they have:
Your order number
The warehouse address
The collection hours
This will help ensure a smooth collection process.
When does responsibility for the goods transfer?
Responsibility for the goods transfers to the customer once the order has been collected from the warehouse or loaded onto the arranged courier.
Can someone collect on my behalf?
Yes. You may nominate a courier or third party to collect your order.
Please ensure they have your order details and arrive within collection hours.
How long will my order be held for collection?
Orders are held for 7 calendar days, once your order has been approved, at no additional charge, including public and bank holidays. If you need more time, extended storage can be arranged at €1 per pallet, per day. The holding period can also be extended to 14 days upon request — please contact us to arrange this.
What happens if my order is not collected? Pending 3PL
If your order is not collected within the holding period, items will be returned to stock and a restocking fee of €5 per unit will apply. Please note there are no automated reminder emails sent prior to restocking, so we recommend noting your collection deadline at the time of ordering.
Do you offer assistance with freight?
Unfortunately, we do not arrange or offer assistance with freight.
What if my goods are damaged in transit?
Once goods have been collected or handed to your courier, responsibility transfers to you. Any damage in transit should be raised directly with your freight provider.
Do you accept returns?
As a wholesale supplier, returns are handled in accordance with our Terms and Conditions. Please refer to our Returns Policy for full details.
Can I change or cancel my order?
Yes, orders can be changed or cancelled after processing, though applicable charges may apply. Please contact us as soon as possible if you need to make any amendments.
What happens if my courier misses the collection
Please contact us as soon as possible to reschedule. If your order remains uncollected beyond the 7-day holding period, items will be returned to stock and a restocking fee of €5 per unit will apply. If your courier needs more time, extended storage can be arranged at €1 per pallet, per day — just reach out before the deadline.
How will my order be packaged for collection?
Packaging is determined by the specific order, and all necessary materials are provided. Freight orders are generally palletised where applicable. Once your order is prepared, we can provide palletisation details including approximate dimensions and weights to assist with courier arrangements.
Are there loading facilities at the warehouse?
Yes. Our warehouse is equipped with all standard facilities including forklifts and dock access to accommodate a range of collection vehicles and courier requirements.
Do you support international customers?
Yes. International customers are welcome; however, all orders are supplied on a collection-only basis. Customers are responsible for arranging cross-border freight, customs clearance, and any applicable duties or taxes.
Can I arrange collection immediately after placing my order?
No. Please wait until you receive confirmation that your order is ready for collection before arranging freight or courier pickup.
I’ve been approved but can’t see pricing
Please ensure you are logged in with the approved account email. If you are still unable to view pricing, contact our team for assistance.