FREQUENT QUESTIONS
1. ORDERS
1.1 Do I need to open an account to shop on the website?
No, it's not necessary. You can make purchases and pay as a guest every time.
However, creating an account with us will allow you to order without having to enter your details every time you shop with us. You can sign up right away, or you can start shopping and create your account before checking out on the cart page.
1.2 How can I/create an account?
Click “Login/Register” followed by “Create an account” and enter your personal details.
1.3 How do I order?
Purchase the items you want and add them to your cart. When you're done, you can proceed to your cart and check out. Please check and make sure all information is correct before confirming purchases and payment.
1.4 I'm having trouble adding items to my cart
You will be able to add items as long as they are available. There may be an instance where the item is in someone else's cart, so the status of the items is reflected as “Temporarily Unavailable”.
1.5 How do I pay for my orders?
We accept payments via all major credit and debit cards such as Mastercard and VISA, bank transfer, klarna installment payments. Or by cash on delivery with a higher cost.
Finally, you can also order and collect in store without any additional costs to the order
1.6 Can I modify and cancel my order?
You can cancel an order if it has not yet been shipped. However, it is advisable to check the order before placing it.
1.7 I have a discount code, how can I use it?
Type your voucher code in the “Voucher Code” field and click “Add” on the cart page before proceeding to check out. Please note that we are unable to manually apply the voucher code to your order if you have not entered it during check out. Please make sure all information is correct before confirming your purchase.
1.8 How do I know if my order is confirmed?
After placing your order, you will receive a confirmation email from us to confirm that your orders have been received. However, please note that orders will only be shipped when your credit card payment has been approved and your billing and delivery address has been verified. Alternatively, you can check the status of your order in “My Account” if you are a registered user.
2. SHIPPING AND DELIVERY
2.1 When will my order be processed?
All orders will be processed within 1/2 business days, excluding weekends and holidays. The time shown is based on Rome time (UTC/GMT +2 hours).
2.2 How long will it take to receive my order?
Express courier delivery times are approximately 2 working days from the time of order. This is only applicable to all Italy deliveries. Therefore, in the event of problems relating to full branches or infrequent problems, delivery within 48 hours is not guaranteed and times may be extended. We always strive to ensure the fastest possible shipping and delivery. For all international deliveries, the time taken depends on our logistics partners and their affiliates.
2.3 How can I track my delivery?
Once your order has been shipped, you will be sent a confirmation email with your tracking number. You can check and track the delivery status of your orders through the same.
2.4 How are the shipping costs?
Shipping is paid and is calculated in the cart after entering the delivery details.
2.5 Can I change my shipping address after my order has been confirmed?
Unfortunately, we are unable to redirect orders once the order has been confirmed. Therefore, please make sure you provide the correct shipping address.
2.6 There is an item missing from my order, what should I do?
We apologize for sending you an incomplete order. Contact our customer service team at info@animakids.it and we will reply to you as soon as possible.
2.7 I received a faulty item, what should I do?
We apologize for sending you an incomplete order. Contact our customer service team at info@animakids.it and we will reply to you as soon as possible.
2.8 I received an incorrect item, what should I do?
We apologize for sending you an incomplete order. Contact our customer service team at info@animakids.it and we will reply to you as soon as possible.
2.9 I purchased the wrong size or color
Contact info@animakids.it and we will understand if a change can be made.
2.10 I haven't received my package, what should I do?
Please email our customer support team at info@animakids.it if you have not received the package after 7 working days and we will help you accordingly
2.11 Will there be an additional cost for redelivery?
There are no additional costs for redelivery up to two times. It is chargeable from the third attempt onwards.
2.12 I have yet to receive my package within the given deadline. Who should I contact?
You can check the status of your package via “Track your order” at to find out why it may have been delayed. Alternatively, you can send us an email at info@animakids.it and we will help you further.