FAQs
Frequently Asked Questions:
Placing orders & making payments:
Delivery Details & Order Amendments:
Where is my order?
Problems & Returns:
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If you require any further information, please contact us, and we will get back to you within 24 hours.
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Placing orders & making payments:
We ship to all corners of the globe. If you dont see your country on the list just drop us an email us & we will ensure it is added.
UK standard shipping = £4.95 per order.
This price includes a free returns service, and free exchange service
We also have a next day delivery service
European standard shipping = £6.95 per order
ROW (International) = £9.95 PE ORDER
We accept all credit cards, american express & debit cards via protx. We also accept PayPal & Nochex. Cheques, bank transfers and Payoffline. Click here for more information.
Safer than it's ever been. We use one of the most secure online ordering systems on the market, and are constantly researching and improving our software to make sure we offer the highest possible security at all times. Click here to read more.
As soon as you press proceed with payment the money is debited form your card. Please note that we do not know your card details therefore the payment debits automatically when you enter the details & proceed with order / payment
When you preorder a SpoiledBrat item, this product is reserved especially for you. Your credit card is charged when you place your order, and SpoiledBrat delivers your order as soon as it arrives to our store. All of our delivery dates are approximate, because manufacturers regulate this date according to their production schedules. We have no control over their production schedules or inventory. SpoiledBrat will refund your credit card if we cannot fulfil your preorder. If you cancel your order for any reason, we will happily offer you online store credit good for any SpoiledBrat item.
Please note: Your card will be charged at the point of purchase and the item will be dispatched within 24 hours of arriving in store.
We offer high demand items on a pre-order basis so customers wishing to purchase such sought after items, can secure their purchase. Pre-Order means that the item is paid for at the point of order and prior to the item arriving in-store.
All pre-order items are clearly marked throughout the site. We will always advise an expected delivery date on each item although, we do ask you to allow 2 weeks either side of this date to allow for unforeseen circumstances, such as shipping delays. Please also refer to discount codes (above)
We know how frustrating it can be when you have your heart set on an item and you go to buy it but it’s out of stock.
However, some of our most popular products will run out very quickly so you do need to be quick and get it before someone else does. As we try to keep our products fresh, we add lots of new items every week so you might just find something similar to the one you were looking for. See pre order policy above, also.
Try browsing through our departments at the top of the web-page and then refine the type of item you are looking for by clicking on each of the sub-sections.
Alternatively, you can type in the product or brand into our search facility and we will find you everything related to your specific search. And you can look at our press page as they link to the products.
We are a UK based company & work in UK £. Invoices are quoted in UK £. Although you can change the website to quote prices in US$ or Euro, final invoices will be in UK £.
Have a look at our price promise & get in contact with us.
We charge VAT at the UK standard rate of 20% with children's clothing being exempt.
This applies to all UK customers and customers in the EU.
Outside these areas are VAT exempt & the VAT will not be part of your order. Please note that VAT is not a discount. VAT either composes part of the order or it doesn't, but it is not a discount of the total price. For example, if an item costs £10.00 then no matter where you are based you will pay £10. If you are within the EU, we then pay the UK government 20% of this price. If you are outside the EU then we dont.
Yes we do. Have a look here.
I have lost my password & cannot log into my account?
You can request a new password to be emailed you here. If you dont recieve this email please contact us & we will look into this.
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If you require any further information, please contact us, and we will get back to you within 24 hours.
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Delivery Details & Order Amendments:
As soon as you place an order & confirm it, you will automatically be emailed a confirmation of the order. If you havent been sent this, please check that you entered your email address correctly. And if this is not the problem, please contact us & we can email this to you.
We aim to ship all orders placed before 3pm, the same day. For more information on shipping please click here
As soon as you place your order and confirm it, we start to process this so it is unlikely that we will be able to make amendments to this.
As soon as you place your order and confirm this, we begin processing this. Please bear in mind that our order-fulfilment and shipping systems are designed to get orders on their way quickly and efficiently. Therefore, we cannot change or cancel an order once it has been placed. Please make your selections carefully. Once your order has been placed we are unable to make any modifications to the order including cancellations.
I have received an email requesting passport or drivers licence, why?
We need to be 100% sure we know our customers identity, before we send goods out. Please do not be offended if we request further ID from you, it is just to keep ourselves right. All information provided will be treated in accordance with the Data Protection Act 1998. These measures are taken as extra protection for you, to ensure your online shopping experience with us is as safe and secure as possible. You can read more about this here.
Unfortunately we are unable to amend your order if a discount code was not originally applied at checkout. A contract has been between us when you (the customer) clicks 'proceed' and this is for us providing you the goods at the price stated on the order.
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If you require any further information, please contact us, and we will get back to you within 24 hours.
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Where is my order?
You will receive an order confirmation once your order has been successfully processed. In addition, a shipping confirmation e-mail will be sent once your order has been dispatched and this confirmation will also include a consignment number.
All orders are sent out via Royal Mail.
You can track all parcels online clicking here (Royal Mail)
Prior to dispatch, you can login to your account using your email address and password, select ‘My Account’ at the top of the page and click the ‘Click here to review online orders’ link in the account options menu to view past orders and current orders that you have placed.
Any package that is then returned by royal mail, as it has 'not been called for' or 'incomplete address' (it is customers responsibility to ensure a full valid address is entered) - we will email you via your account section of the website & notify you of such. We can reship item, however must charge you again for postage costs. We will hold this item for you for 2 weeks, then will automatically cancel & refund this if no contact.
Delivery of your order will be attempted once. Should no one be available to sign for delivery, a card will be left. The contact number stated on your card is your local depot, you will need to call them directly to re-schedule further delivery or arrange a collection. You will also have your tracking number, which you can use to keep track of your package via Royal Mail & you will be able to rearrange delivery on this.
All orders are sent with a tracking number + are tracked up until they are delivered / posted to your address
If you live in communal flats, the courier may attempt to leave your parcel with a neighbour if you are out. Therefore, please double check with your neighbour(s) as they may have signed for your parcel on your behalf.
If you reside in Universities, please double check with your reception, as the courier would have delivered your parcel there.
Please wait two - three days after dispatch before contacting us about a missing order. If your order hasn't arrived seven days after dispatch, please contact us
As soon as you place your order, we will email you a confirmation of this with an order reference number. We aim to dispatch all orders within 24 hours of order being placed. We will email you with dispatch information as soon as this order has been dispatched. Please note that you can also find this information when you log into your account section of our website. It is the customers duty to keep track of the package via the royal mail website.
If 15 days after the date of dispatch, your order has not arrived please contact us so that we can look into this, as the Royal Mail will not consider an item as 'lost' until 15 working days have elapsed. We will then report the problem to the Royal Mail, who will investigate & try to get the 'lost' package to you. If they are unable to do so, we will offer you a replacement or a refund.
Please bear in mind some items are pre order or made to order items.
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If you require any further information, please contact us, and we will get back to you within 24 hours.
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Problems & Returns:
United Kingdom's Distance Selling Regulations : You have a right to cancel your order for any item purchased through our website with or without reason, under the distance selling regulations for refund. If you are unhappy with your purchase we accept unworn returns for replacement or refund within 7 days. You can read our returns policy in more detail here.
Please do not worry about this, as long as you email us within 7 days of reciept, letting us know that you intend to post this back for a refund or an exchange, then this is ok.
Please login to your account + click on the relevant order, there you will see a tick box beside each item, you can then tick what you wish to return to us and state whether you wish a refund or an exchange
We will then automatically email you a returns form + free post label to send this back to us - couldnt be easier than that. Please do note that the freepost label is a complimentary service we provide. If you chose to send back with this, please be aware there is no tracking available and as the sender you will be responsible if the item fails to reach us.
Alternatively click here to download our returns form
Our returns address is:
As soon as we receive this back, we will update this on your account & a refund or replacement will be issued within 30 days.
As soon as your return has been processed by our warehouse, we'll email you to let you know. In the unlikely event that you don't receive this email within 10 days of posting your parcel to us, please contact us, and we'll look into it.
If you have returned your parcel using Recorded Delivery or another service that can be tracked, please give us the tracking number when you contact us.
Please note:
The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
The cost of returning the item to us is your responsibility.
The parcel can take up to 7 working days to be returned to our Warehouse, unless sent via special delivery
If you return an item without proof of postage and it is lost in transit we reserve the right not to issue a refund. You are responsible for the item until we receive it therefore we suggest you return the parcel using Royal Mail Recorded (Signed For) Delivery or similar.
We will not refund the postage paid by the customer on unwanted returned items or sizing issues (so please contact us regarding sizing prior to ordering if you are unsure).
This returns policy does not affect your statutory rights
I am sorry but we are online only & do not have an office or customer service desk, only a warehouse. Please post this item back to us.
Every so often mistakes do happen, but we do our best to sort them out as smoothly as possible. We're only human, so occasionally the wrong item does get sent out. If this has happened to you, we're very sorry. If you have noticed that we have made a mistake with your order, please contact us and let us know.
We don't want our customers to receive items that are anything less than top quality, so if you think anything in your order is faulty, please get in touch with us within 7 days of delivery, and we'll see what we can do about it.
Please contact us and let us know the following details...
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Your Order Number
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Product Code/Product Name
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Details of the fault
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If you want a refund or replacement
Goods then must be sent back for inspection, before a refund will be issued. If the product is found to have a defect you will be offered a refund or exchange (if available) and your postage costs will be refunded.
Sometimes we don't send everything you've ordered at the same time, so first of all, check your delivery note or dispatch emails to see if any of your items will be arriving separately.
If the delivery note says an item should be in your parcel but it isn't, please contact us. Please contact us immediately to notify us of this, so that we can investigate further. Let us know the Order Number and the Product Name of the item you wanted, and we'll look into it.
We'll usually be able to send you the item we missed out, but in on the rare occasion that isn't possible, we'll refund the money you paid for it, or offer a replacement.
We will process a refund within 30 (as per Distance Selling Regulations) days of receiving your parcel, and email to let you know we have received and processed it.
After you've received your email, please allow another 5-10 working days for the refund to be credited to your account. The amount of time this takes will depend on which bank or card issuer you're with, and we have no control over it.
We will credit your refund to the same card you used when you placed your order. If we can't do this (i.e. if the card has been declined, cancelled or has expired), we'll send a cheque to your billing address. Please also note that International customers choosing to pay by bank transfer, and then returning / cancelling orders after payment is made, will be refunded by credit note, or will be refunded, by transfer, minus the bank fees for international bank transfers (approx £32.00)
We are sorry, but the delivery cost you originally paid is non-refundable. If you are returning items because you have changed your mind, this will also be at your own cost, and we can't refund your postage. However if you have been sent the wrong item, or faulty item, we will refund your postage costs. The delivery charge, which would only be refunded under cancelled orders made under Distance Selling Regulations or if the goods are faulty.
Regrettably mistakes can happen. If you think you have been refunded the wrong amount please contact us quoting your order number and the required refund amount.
Please note:
Delivery charges are non refundable so you will be refunded the full value of the items returned less the delivery charge.
If a discount was applied to your original order, and the refund of a returned item means that the original discount would no longer apply, the amount refunded will be adjusted to reflect this.
Yes of course you can, please download our returns form & detail on this what you would like to do (please always include your order reference)
We will not charge you for exchanging the same item (to a different size)* but if you are changing your order for a new item / model then we will bill you for the return postage costs. *If you wish to return an exchanged item, for a refund, then we will deduct the cost of all postage costs from this refund (i.e returning an item to exchange for a different size, then returning for a refund)
We will process your replacement item within 3 days of receiving your parcel, and email to let you know we have received and processed it. We'll then email you again when your replacement order is on its way to you.
We will contact you about postage charges for delivering your replacement order, and delivery will take as long as it did for your initial order.
If we are unable to exchange your item for what you have requested, we will email you straight away to notify you and give you the choice of an alternative or a refund
We operate a complaints handling procedure which we will use to try to resolve disputes when they first arise, please let us know if you have any complaints or comments here (always quoting your reference number)
If we are unable to resolve this complaint, you can us the links below to involve a 3rd party.
SpoiledBrat is are a member of IMRG, the leading industry body for global online retailing, which promotes the highest possible industry standards and best practices, to ensure honest and truthful online transactions. And a member of SafeBuy.
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If you require any further information, please contact us, and we will get back to you within 24 hours.
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