Refund policy
🌟 Returns & Refunds Policy
Every parcel we send is packed with care, joy, and a little extra Disney magic - and we hope you absolutely love it when it arrives! That said, it’s important to set clear expectations so everything feels fair and stress-free for everyone.
💫 All Sales Are Final
Because each item is hand-selected and often sourced specifically for individual orders, all sales are final. This means we’re unable to accept returns or offer refunds for things like changing your mind, choosing the wrong size, or deciding later that something’s not quite right.
👉 Please note: We do not accept returns unless an item arrives faulty or incorrect. In those cases, we’ll do our best to resolve the issue quickly and fairly, in line with UK consumer regulations.
📦 If Something Arrives Damaged
We always wrap items carefully and send everything tracked. But if something arrives damaged in transit, please reach out within 48 hours of receiving your order.
Just send us a quick message or email along with photos of:
💫 The item
💫 The packaging
💫 Any damage
If it’s eligible, we’ll help you submit a claim through Royal Mail and do whatever we can to help.
📆 We aim to resolve eligible damage claims within 7–10 working days of receiving the required information.
🛠️ A Quick Note on Imperfections
Items sometimes arrive with small imperfections straight from the parks or stores - tiny marks, slight misprints, or uneven stitching, for example. These are part of the manufacturing process and are not considered damage.
We always do our best to choose the nicest versions available and avoid anything with obvious flaws. But we also want to be honest that these quirks are common and not something the retailer would class as faulty.
If your parcel is clearly damaged in transit - broken, crushed, torn, etc. - that’s different, and we’ll absolutely help you submit a claim through Royal Mail.
🎁 Mystery Items (Pouches, Boxes & Bundles)
All mystery or surprise-style items are non-refundable and non-exchangeable. This includes, but is not limited to, mystery pouches, boxes, blind bags/boxes, or themed bundles.
Each mystery item is carefully curated and contains a selection of products based on the theme or price point advertised. The contents are random (unless otherwise stated), and by purchasing, you accept that the specific items cannot be chosen, returned, or exchanged.
We do our best to ensure they’re fair, fun, and great value - but personal preferences may vary, and unfortunately, we can’t offer refunds or replacements if something isn’t to your taste.
💳 If a Pre-Order Can’t Be Fulfilled
In the rare case that we're unable to source your pre-ordered item, your payment will be refunded within 3-5 working days via your original payment method.
🧭 If You Receive the Wrong Item
Every parcel is packed by hand, with lots of care - but from time to time, mix-ups can happen!
If you receive an item you didn’t order (or the wrong item entirely), please let us know within 48 hours of receiving your parcel. We may ask for photos to help us understand what’s happened.
In most cases, we’ll send the correct item or issue a solution - and we may ask you to return the incorrect one. If so, we’ll cover return postage and make it as simple as possible.
✨ Important: If we request the return of an incorrect item and it isn’t returned within a reasonable timeframe, we reserve the right to charge for it. This reflects that every item is individually ordered and helps protect a small business like ours, where every item matters.
📮 Lost or Delayed Parcels
Once your parcel has been posted, it’s out of our direct control - but we’ll absolutely help wherever we can. All orders are sent tracked, and if your parcel is delayed or goes missing, we’ll support you in checking the tracking or raising a claim with the courier.
📆 We aim to resolve missing parcel claims within 7–10 working days of receiving the required details.
📬 Returns Address
In the rare event that an item needs to be returned (e.g. if you’ve received the wrong item), we’ll provide a return label and clear instructions.
All authorised returns should be sent to:
Stephanie Lee / Kingdom to Kingdom
Unit 159072, Courier Point
13 Freeland Park, Wareham Road
Poole, Dorset, BH16 6FH
United Kingdom
Note: Please do not return items without confirmation from us, as unauthorised parcels may not be accepted.
⚖️ UK Consumer Law
Kingdom to Kingdom operates in line with applicable UK consumer law, and always aims to provide clear, fair and honest service.
✉️ Still have questions?
You can reach us anytime at steph@kingdomtokingdom.co.uk or by messaging the Facebook page. We’re always happy to help 💫
✅ By placing an order, you confirm that you’ve read and agreed to this Returns & Refunds Policy.