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How can we help?

Using my Childsplay Account

You can sign in to My Account on the Childsplay website using your Childsplay account credentials or your Next account credentials. If you don’t have either you can sign up for a new account by clicking the “register’ button, which will create a single account you can subsequently use on the Childsplay clothing or Next websites.

To sign into your account, simply select ‘My Account’ and follow the steps below;

    1. Enter the email address you registered your account with
    2. Enter your password
    3. Click 'Sign in'

I’ve forgotten my password

If you have forgotten your password, you can reset it from the My Account screen by clicking ‘Forgotten Password’.


If you choose to reset your password, you will receive an email containing a temporary password. Use this to log in to your account and change your password by clicking on 'Change Details' and then ‘Sign in details’ on the left-hand side of the page. You may need to check your Junk/Spam folder for the password reset email.


Changing my personal details

You can change your address, telephone number and email address on your account by simply clicking onto ‘My Account’ and then ‘Edit your Details’.

Just make sure you change your details if you’ve recently moved before placing an order.

As we process orders quickly, we can’t change your address once you’ve placed your order. Orders placed before you updated your address details will be delivered to the address shown on your email confirmation.


How do I close my account?

We're sorry you’re thinking of leaving us, we would hate to lose you as a customer and would love to know if there's anything we can do to change your mind.


In order for us to close your account, please contact us by email or phone. Click here to view our contact options.

I want to change the marketing information I receive

If you’d like to update the Marketing information you receive from us, simply sign into ‘My Account’, tick/untick the box after ‘Communication Preference’ and click ‘Update’.

You can also unsubscribe at the bottom of a recent promotional email. Simply click on the ‘Opt out’ link and select ‘Unsubscribe’.

If you unsubscribe to our marketing emails you won’t receive information on the latest offers, reductions and or when the Childsplay or Next sale will be on our website.

It may take a few days for our records to be updated, so please don’t worry if you receive any emails within this time.

How do I place an order?

Simply browse and shop, adding items to your bag. When you're happy with your selection proceed to our checkout page , where you will be required to either log in or register for a new account.


If you have an existing Childsplay account you can use this to log in and complete your order; if you have an existing Next account you can use this to log in and complete your order.


Once logged in you will be presented with a selection of ways to pay to help you complete your order.


If you’d like to place your order by phone, we’re open Monday-Sunday 8am-10pm UK time. Please note we can only take orders over the phone if you’re paying by credit or debit card. The billing address of your credit or debit card must match your delivery address.


Site features to help you shop;


Home Page - You can get back to our home page when browsing by clicking on the Childsplay logo at the top of the page.


Navigation - You can navigate to main sections of the site by using the navigation bar at the top of each page. This includes access to search, help, your shopping bag & your account information.


View A Product - Simply click on any picture to see an enlarged view and other details including a description, sizes and colours. Then simply select a size, at which point we will let you know if the item is sold out then click "Add to Bag" to buy the item.


Search - You can search our site by item description, item number or a keyword.


Has my order gone through?

If you’re unsure if your order has been processed, please check if you've received an order confirmation email from us. This should be sent as soon as you’ve placed your order. If you haven’t received a confirmation email after an hour, let us know and we’ll check this for you.

Can I change or cancel my order?

We process orders quickly so that your items arrive as soon as possible. This means we’re unable to change your order once you’ve placed it.


The only exception to this is if you want to cancel an item that is on delay. Please contact us and we can help you with this.


When you receive your order, please take a look at the items. If you still feel they aren’t suitable, just return them to us for a full refund using your preferred method. Please be aware postage must be paid by the sender and won’t be refunded by Childsplay.

What are my delivery options?

Home Delivery

Delivery will be confirmed at checkout.

Great news, shipping is currently free for all orders over 250 USD. Orders under 250 USD will be charged at 15 USD for shipping per order.


We deliver orders using DHL Express. Please be aware that if you place multiple orders close to each other, they may be packed together to ensure you receive the goods as quickly as possible.


We’re sorry that shipping to an alternative address in another country is not possible.

Will I be charged customs fees?

You will be responsible for assuring that any products you order comply with state and federal government import regulations.


Our terms of sale to our customers in the USA are DDP - Delivered Duty Paid. That is to say, the amount paid by you is fully inclusive of delivery to the specified delivery address and all duties, taxes and customs clearance fees.

I have received an incorrect or faulty item


We’re very sorry you have received an incorrect or faulty item.


Please call us on 0018333640704.


How can I track my order?

Once your order is on its way, you’ll receive a tracking number via email.


To track your parcel, simply click on the link in the email and you’ll be directed to the courier website. If you can’t locate the tracking email, please make sure you’ve checked your spam and junk folder.

Returns Information

How can I return an item?

Not completely satisfied or ordered the wrong size/colour? You can return any unworn items (in their original condition) within 28 days of receiving your order for a full refund. This doesn’t affect your rights to return faulty items. Also, cosmetics, grooming products, certain jewellery and items with a security seal can only be returned if faulty.


Our returns process is simple, just use the returns note in your parcel and follow the steps below:

Returns by Post

  • Complete and detach the returns note on the right of your delivery note and enclose it in your package. We need this information to refund you. If you don’t have a returns note anymore, please contact us so that we can help you.
  • Remove any old labels and barcodes from the outside of the parcel.
  • Attach the new label to the front of your package with the following address details:

    Next

    Global Response

    3580 NW 56 St

    Suite 100

    Ft Lauderdale

    FL 33309, USA

  • Return the package via the post; you’ll be required to pay the postage, which won’t be refunded by Next.
  • Please allow 14 days for your refund to be processed.

Returns using Smart Label

A Smart Label is a quick and easy sticky label. It allows you to return your package(s) via the U.S. Mail from a location most convenient to you, e.g. at home, work or your Post Office.


No postage is paid at the time of making the return, as we'll deduct $7 from your refund. We pop one inside all U.S. deliveries!


Just follow the steps below:

  • Complete and detach the returns note on the right of your delivery note and enclose it in your package. We need this information to refund you.
  • Write your address on the Smart Label, then simply peel off, and stick to the outside of your package. Please make sure you remove any old labels and barcodes first from the outside of the parcel!
  • Drop your package in the U.S. Mail wherever is most convenient. If you prefer, you can arrange a USPS collection from your address (where available) by scheduling a 'carrier pickup' at www.USPS.com
  • Please allow 14 days for your refund to be processed.

You can track your return with the tracking number on your Smart Label at: http://Returnstracking.shipmentmanager.com/1389

Items not returned in line with the above policy may not be refunded, may be refunded at the last/current selling price or may be retained by Childsplay.

Do I pay for returns?

Yes, we don’t offer free returns at the moment. No postage is paid at the time of making the return using a Smart Label, as we'll deduct $7 from your refund. If you choose to return by post, postage must be paid by the sender and won’t be refunded by Childsplay.

Can I exchange an item?

We’re sorry, we don’t offer an exchange service. However, you can simply return any unsuitable items to us for a full refund as per our ‘Returns Policy’ and place a new order for the item(s) you want.


When will I receive my refund?

As soon as the returns are received at our warehouse, they will be automatically refunded within 28 days (from the day you sent your return parcel) to the method of payment used for the order.


You'll receive a confirmation email when the item has been refunded. If you paid by card, please make sure you check your bank statement from the date of the order onwards, as your refund may be shown against the order date.


If you paid using another payment method, please check with the payment provider/issuer to locate the refund.


I haven't received my refund

You'll receive a confirmation email when the item has been refunded. If you paid by card, please make sure you check your bank statement from the date of the order onwards, as your refund may be shown against the order date.


If you made your original payment with a card that is now expired or cancelled, please contact your bank. The refund will always be processed to your original method of payment and can’t be sent to another card.


If you paid using another payment method, please contact the payment provider/issuer to locate the refund.


Please keep your returns tracking number until you receive your refund – you may be asked to provide this if we've not received your item(s). If you didn’t choose a tracked service for the return and only have a postage receipt, you'll need to file a claim with the postal service directly.

Help with returns

I've lost my returns note

Don’t worry if you no longer have the returns note or label that was included in your parcel, we can send you a new one by email. You must return the items together with the returns note to avoid any problems processing your refund.


If you would like to speak to us about your return, you can call us on 0018333640704*.

What payment methods do you accept?

  • All major credit and debit cards such as Visa, Visa Electron, MasterCard, Maestro and American Express
  • PayPal

We are unable to accept cards that are due to expire within the next 5 days. Payment details are checked and verified by a third party and goods are despatched once authorisation has been obtained.

What is a credit card security number?

The card security code for most cards is a three digit number found on the reverse of your card on the signature strip. It is preceded by part or all of your card number, but is always the last three digits.


For American Express the security code is a four digit number on the front of your card above the card number.


This security code gives extra protection when shopping online, as only the person who holds the card will have access to the code.


We are unable to proceed with your order without this security number.

PayPal

You are able to pay using PayPal.

PayPal is a secure payment method you can use to make a payment online. You only need your email address and password to make a payment.

Payment Queries

I can't make a payment

Some banks require further security checks before allowing a card payment to be processed. If your card payment is declined at the checkout, please contact your bank directly who will be able to advise you further. Please also make sure that your payment card is set up by your card issuer for international payments.


Has my payment gone through?

Check if you’ve received an order confirmation email from us. This should be sent as soon as you’ve placed your order. If you haven’t received a confirmation email after an hour, let us know and we’ll check the status of the payment for you.

Can I pay by Gift Card?

We’re sorry, it’s not possible to pay with a gift card online. Gift cards can only be purchased and used in the UK.

Help with saved card(s)

I want to update my saved card(s)

Simply go to ‘My Account’ and select the option ‘Manage Saved Cards’. Choose the card that you want to update and you will see the ‘Edit Card’ screen.


Deleting a saved card

Simply go to ‘My Account’ and select the option ‘Manage Saved Cards’. Choose the card you’d like to delete, and select the ‘Delete Card’ option. This will be removed from your account immediately.


If you have any further issues with making payments, you can call us on 0018333640704*.

Product Recall Returns Methods

Account returns

If you have purchased an item on your Childsplay account which is later recalled, call us on 0333 777 4551 to arrange a return.

Technical

Our search is the perfect fast fashion tool to help you find exactly what you’re looking for.


Select from the department drop down menu's or by using the search box at the top of the page, and we’ll show you all our related products in an easy to use format.


Narrow down your search


From here you can narrow down your search by using our extensive filters in the left hand column. Whether it’s by gender, category, colour, price or more!


Ordering your results


Use the 'sort by' drop down box to order your results by;

  • Most popular
  • Alphabetical
  • Price

Like a product? Want to add it to your shopping bag?


To add a product to your bag, click on the images to be taken to the product details page, select your size and colour, and click on the green 'Add to Bag' button.


On the product details page you’ll also be able to zoom in for greater detail and view alternative images.


Security

What you should know


If you’re concerned that your Childsplay account or your personal details may have been used without your permission, please give our Accounts Investigations Team a call straight away on 0333 777 8901*.


This could include any of the following:

  • I think someone may have accessed my account.
  • I’m not a Childsplay or Next customer but I’ve received mailings.
  • I’ve received a parcel but I’m not a customer with Childsplay.
  • I’ve received a parcel for someone who used to live at my address.
  • My credit / debit card has been used with Childsplay but I didn’t make this purchase. (It’s really important you let your bank know in the first instance & then give us a call, we’ll make sure this is investigated right away.)
  • There’s an order on my account that I didn’t place.
  • There have been changes made to my personal details on my Childsplay account that I didn’t make.

If you receive any letters for the previous occupier of your address, just send them back to us marked ‘No Longer at this Address’. We’ll update our records but please securely dispose of anything further you receive while this is in progress.


If you believe you’ve been a victim of fraud it’s really important that you contact the company concerned first. If your details have been used with our Accounts Investigation Team (0333 777 8901*, 8am to 11pm, 7 days a week) will be on hand to help resolve this as quickly as possible.


If you believe you’ve been a victim of identity theft you can report this to Action Fraud (a Police and Government website) via www.actionfraud.police.uk. Here at Next, we aim to report every allegation of fraud to Action Fraud once we’ve fully completed our investigations. If you have an Action Fraud reference number we’ll report the crime under the same reference which will provide a better picture of the crime to the police.


You can also register your details with CIFAS this is an organisation that will put a security flag against your details so if credit searches are carried out in your name, those companies who have also registered with CIFAS can see you have previously been a victim of identity theft.


We take your personal information very seriously & have put various security checks in place to protect your account. This includes sending letters, emails & texts if you update/change your account details. If you receive an email, letter or text alert from us to notify you that details have been changed but you haven’t made these changes, please contact us straight away on 0333 777 8901*.


*For call charges contact your service provider.


Phishing Information

Phishing is an attempt to acquire sensitive information, often through social engineering, using a variety of communication methods. These can be, but are not limited to, messages delivered via email, instant messaging, social media, websites and phone calls.


Examples of sensitive information acquired through phishing are: usernames, passwords, credit card details, financial details or intellectual property.


An instant message, email, phone call, website or social media post can all be easily spoofed to make it appear as if they are actually from Next PLC.


Never respond to any unsolicited emails, phone calls, messages on social media, messages delivered through an app or website. If in doubt, please contact Next Customer Services on 0333 777 8901*


For further information about phishing please visit Get Safe Online


*For call charges please contact your service provider.


Company Details

Head Office Information


Next Retail Ltd.
Desford Road,
Enderby,
Leicester.
LE19 4AT

Head Office Directions: Printable Map


Company Registration Number: 4521150.

VAT Registration Number: 179 7658 90.

Authorised and regulated by the Financial Conduct Authority for credit-related activity.


Company Secretary: S.L Anderson.


Should you require any further assistance or information, you can email us using our contact form. On the contact form select ‘Next Directory/ Online’, then ‘Other’.


Corporate Information


Link to: http://www.nextplc.co.uk/


Right to be Forgotten

What Is Right To Be Forgotten?


Right to be forgotten is a right under the General Data Protection Regulation (GDPR), which enables an individual to request the deletion or removal of their personal information, where there is no reason to keep processing it.


If you exercise your right to be forgotten, you will be required to provide your personal information again, should you wish to open an account.


Should you wish to continue shopping with us and would just like to stop receiving marketing communication, you can leave your account open and simply amend your contact preferences by:

  • Signing into My Account with your password
  • Selecting Change Details
  • Selecting Contact Details

You can manage many of your account preferences when signed into your account on the Next website.


Should you wish to close your account, you can do this by getting in touch with our Customer Service team on 0333 777 4551* who will be able to assist you further.


*For call charges please contact your service provider


How Do I Apply To Be Forgotten?


The right to be forgotten cannot apply where there is a reason why we would need to continue to retain or process your personal information; however, if you meet the following criteria we will remove your personally identifiable information from our operational databases:

  • Payments for any outstanding balances and/or orders should be made and cleared
  • There must be no orders waiting to be or in the process of being dispatched

Please be aware that if we forget you, this will not remove any credit searches or updates which may have been made to your credit file, as these are maintained by third party credit reference agencies; however, we will inform the credit reference agencies the account has been closed.


If you would still like to be forgotten, we just need you to complete the request form, which you can print now by clicking here or by getting in touch with our Customer Service team on 0333 777 8000* who can send the form to you. Once we receive your request, we will assess whether we are able to forget you fully or remove your personal information from our operational databases.


Clearing any outstanding balances can be done at any time; we do not require a request to be forgotten first; however, it may take longer to forget you if we are waiting for any payments to be received. Your account will also be closed as part of the right to be forgotten process.

You can send your request by post to:


You can post this form to us at:

Next Retail Ltd
Gedding Road
Leicester
LE5 5DW


Or you can email the form to:

RTBF@next.co.uk


Once we’ve received the completed form, we will contact you within 30 days to let you know the outcome of our assessment and confirm what action we will take next.


*For call charges please contact your service provider


How Will You Remove My Personal Information?


The process for removing your personal information will be to remove it from our operational databases and place one copy in a secure location. Access to your personal information is controlled and limited to our Data Protection Officer, which can be held for a maximum of 6 years after the account was closed, after which time it will be permanently deleted from all of our records.


Placing your personal information in a secure location will prevent us being able to recognise who you are and stop us using or processing your personal information in the future; however, we will still be able to contact you in the event there is a legal requirement to do so e.g. an item you have ordered from us has been recalled due to health and safety concerns or you wish to contact us with a query or complaint.


Before we can put your personal information into a secure location, all outstanding balances must be cleared, all orders must have been fulfilled and, if you have an account, the account closed.


Clearing any outstanding balances and closing your account can be done at any time; we do not require your request to be forgotten first; however, it may take longer to forget you if we are waiting for any payments to be received or your account to be closed.


How Long Will It Take?


Once we’ve received your written request, we will contact you within 30 days to confirm we have received your request and begin the process; however, we will aim to get back to you much quicker than this.


In the confirmation you are sent, we will let you know how long we anticipate it will take to deal with your request.


Before we can put your personal information into a secure location, all outstanding balances must be cleared, all orders must have been fulfilled and, if you have an account, the account closed.


Clearing any outstanding balances and closing your account can be done at any time; we do not require your request to be forgotten first; however, it may take longer to forget you if we are waiting for any payments to be received before closing the account.


Get in touch

By phone: 0018333640704

By mail: help@mail.childsplayclothing.co.uk