- What are your postage fees?
UK Standard Delivery (2-5 Working Days) = £2.95
Next Working Day Delivery (ordered before 13:00) = £9.95
- What payment methods do you accept?
- Are my card details secure?
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. We use two different online secure payment systems – Sagepay and Paypal. During your purchase information is encrypted during transmission with industry-standard SSL (secure socket layer) technology.
We never disclose personally identifiable information about your purchase history. You should see a padlock on the address bar at checkout confirming secure site.
- When will you charge my card?
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
- What is a pre order?
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.
- Ive seen a product in a magazine but cannot find it on the site?
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.
- What currencies do you use?
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 £.
- I have seen an item I like on your site, but it is cheaper on another site?
Contact us, and providing the item in the size and colour you want is in stock on the other website, we will offer a price match.
- Will I be charged VAT on my order?
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.
- Do you sell Gift cards / vouchers?
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 receive this email please contact us & we will look into this.
Delivery Details & Order Amendments:
- I have placed an order but have not been sent an email confirmation?
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.
- When will you ship my order?
We aim to ship all orders placed before 13:00, the same day. For more information on shipping please click here
- Can I amend my delivery address or order?
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.
- Can I cancel my order?
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 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.
- 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.
- I have not entered a discount code when I placed my order, can this be amended?
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.
Where is my order?
- How will I track my order progress?
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, or with DPD. 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.
- I have missed my delivery & it has been returned to your premises?
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.
- I have missed my delivery?
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.
- My order is showing 'delivered' but I have not received it?
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.
- I have not received my order?
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.
Problems & Returns:
- What is your returns policy?
United Kingdom's Consumer Contracts Regulations (June 2014) You have 14 days to return goods to us (including bank holidays and weekends). Goods must be back with us by the 14th Day. You can read our returns policy in more detail here.
- I live outside the UK & worried that if I send back a return it will be outside your returns policy timescale?
Please do not worry about this, as long as you email us within 7 days of receipt, letting us know that you intend to post this back for a refund or an exchange, then this is ok.
- How do I return a package to you?
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 , to send this back to us - couldnt be easier than that. Then take to post office and post back to us.
Please note you are responsible for return postage costs.
Our returns address is:
- Spoiled Brat Returns
- 8 Forrest Drive
- G61 4SJ
- How do I know if you have received my return?
As soon as we receive this back, we will update this on your account & a refund or replacement will be issued within 14 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 10 working days to be returned to our Warehouse, unless sent via special delivery. 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.
- Can I return my order in person?
Unfortunately, all parcels need to be returned via the post, as we operate from a warehouse.
- I have received an incorrect or faulty item?
- Your Order Number
- Product Code/Product Name
- Details of the fault
- 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 full refund or exchange (if available) and your postage costs will be refunded.
- Part of my order is missing?
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.
- When will my refund be processed?
We will process a refund within 14 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.
- Is postage refundable?
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.
- You have refunded the wrong amount?
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.
- Can I exchange my order?
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.
- I want to make a complaint?
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)