FAQ

Selling

How do I sell on Kidching?

  1. Firstly, download the APP for free

  2. Click SELL/+ icon

  3. Take photos of your item and upload to the APP

  4. Describe your item, including the brand and the condition

  5. Set your selling price

  6. Select parcel size

  7. Click save

  8. Your Item is now live

Is Selling on Kidching free?

Yes. There are no fees to sell on Kidching. This means that once the transaction is complete you get 100% of the selling price

What can I sell on Kidching?

Clothing, accessories, toys, electronics, childcare equipment, basically anything that parents use and need for their children.

When selling an item, you must make sure they are clean. Any marks, defects or flaws must be mentioned in the product description and visible in the photos.

Ensure electrical items are safe to use. Any electrical item with any damage can cause a health risk and cannot be sold.

What can I not sell on Kidching?

  • Any clothing, accessory for over 16-year-olds

  • Counterfeit items that infringe copyright

  • Any items subject to age ratings with the labels removed

  • Food, drinks and perishable items

  • Electric blankets

  • Damaged electrical items

What is the best way to display my item?

  • Make sure your items are clean.

  • Get the lighting right, try to use the best lighting. If possible, take the picture during the daytime with natural light.

  • Use a solid background, preferable white. Avoid taking photos on colourful carpet or wallpaper, it is distracting for the buyers.

  • Take photos from multiple angles to upload.

  • Use the best photo as the main picture – preferably one that has the whole item in shot.

  • Take some close-up shots of the item to include things like labels, stitching, care tags and any original receipts and packaging (particularly for branded items to prove authenticity)

How do I price my item correctly?

Here is a rough guide to help you set the best price for your item.

  • New items with/without tags – 80%-60% retail price

  • Very good items – 60%-40% retail price

  • Good/ satisfactory items – 40%-20% retail price

It is worth bearing in mind that you can edit the price of your item at any point. It is also worth considering seasonality and possibly reducing the price slightly if selling out of season.

How do I get paid?

Your payment will be transferred to your E Wallet within the app as soon as the order is complete. You can transfer the money out of your E Wallet to your own account at any point, or keep it as credit in the Kidching app. Your payment will be transferred to your bank account within 2 days after the buyer has received their item.

Postage

How do I ship an item?

1. Once an item has sold, it would be a good idea to take photos of the item before packing

2. Pack up the item – Be sure to use sturdy packaging that is the correct size and strong enough to hold the item. Ensure you protect fragile items to prevent damage during shipping. Make sure the box is sealed properly and attach the label securely using tape and not glue. Make sure the barcode is clearly visible and any other previous labels have been removed.

Important – if an item is damaged in transit due to unsuitable packaging, we may cancel the order and refund the Buyer. Please check with the individual courier for more information.

3. You will receive a shipping label in the app, in the Track your order page.

Print and attach the shipping label clearly and securely on the parcel

4. Take your item to the drop location given on the shipping label with in 6 days of the sale to avoid the sale being cancelled.

5. Once you have sent your item you will be able to track its progress in the app through our in-app tracking.

Who pays for Shipping?

The Buyer covers the cost of shipping. The shipping cost is shown at the checkout page. This cost is automatically added to the final order.

How do I track a parcel?

If you have used our delivery service, then you can track your order via the track your item page in the app. This will give you up to date information from the courier.

How long will it take to receive my parcel?

This will depend on a number of things.

Firstly, the Sellers handling time – Sellers have up to 6 days to ship the item.

Secondly, it will depend on the courier and selected delivery method. Typically shipping takes 2-5 working days but bear in mind weekends and national holidays.

What are my shipping options?

Option One - Use a pre-paid shipping label generated by Kidching:

  1. DPD

  2. InPost

  3. Evri

These are tracked services and offer most protection for the buyer and seller

Option Two - Collect in Person

This option is only available if the seller allows it in the listing of the item

Buying

How do I purchase an item on Kidching?

  1. Search and find an item that you like

  2. If needed, contact the seller with any questions.

  3. Add item to your cart.

  4. Select your preferred shipping method

  5. Pay for the item – click Proceed to checkout

  6. Checkout – Add your details as requested and select payment method. The checkout page will give you a breakdown of the full price including shipping and Buyer Transaction Assurance.

  7. Press BUY NOW to confirm the order. Buyer Transaction Assurance will be automatically added to the item price. This means you will receive a full refund if the item doesn’t arrive, is damaged, or is significantly not as described.

  8. Receive your items – This will depend on the shipping option chosen. See Shipping questions

  9. Finally let us know everything is ok. Once your item has been delivered, you will have 2 options:

Complete Transaction – clicking this button will release the funds to the seller

Report an issue – Click this button if there is a problem.

You have 2 days from the date the item was received to let us know that the item has arrived damaged or significantly different from the description. You also have 2 days from the item marked as arrived but hasn’t actually been delivered to let us know.

If you do not respond in 2 days, the funds are automatically released to the seller, and you will no longer be able to raise an issue with the item.

What is buyer transaction assurance?

Buyer Transaction Assurance (BTA) is a fee paid for by the buyer. We want to ensure everyone is safe and protected while using Kidching.

BTA is there to protect your purchases. Your money will not be transferred to the Seller until the item has safely arrived and matches the description.

If the item is either:

  1. Significantly not as described

  2. Arrives damaged

  3. Doesn’t arrive

Then, press the Report an Issue button within 2 days of the item being marked as delivered. We will ask you for some evidence and proof to support your claim and will ensure you get refunded for your purchase.

BTA is a variable amount ranging from 8-25% of the agreed price of an item.

BTA is mandatory for all orders through Kidching and is automatically added to the price of an item at checkout.

Our support team is on hand to ensure the process is as smooth as possible.

What would be classed as significantly not as described?

Here are a few examples we would consider to be significantly not as described:

  1. Wrong Colour

  2. Wrong size

  3. Missing parts

  4. Bundles with missing items

  5. A rip, stain or damage that wasn’t detailed in the description or in the photos.

  6. Counterfeit

  7. Different material to what was described in the listing.

What is not included?

  1. Items that you don’t like or you have changed your mind

  2. Items that don’t fit but were listed with correct

  3. size sent

  4. Minor differences to an item which do not affect its use

How do I return an item?

  • If your item arrives and is significantly not as described, you can return the item and receive a refund.

  • If your item has been damaged in transit, you should contact us, and we will do our best to sort it out.

If the item doesn’t fit or you do not like the item, you can ask the Seller if they would be prepared to refund you, but Kidching will not assist with this.

If returning an item, it must be returned to the Seller in the condition it was received, i.e. you cannot wear it and wash it. The Buyer is responsible for the cost of returning the item.

  1. Initially you must inform us by clicking the Report an issue button within 2 days of the item being marked as delivered.

  2. Send proof to us and the Seller – this must include showing the damage to the item, clearly visible, the items packaging if there was any damage, and the parts of the item that do not match the description.

  3. This will put a hold on the funds.

  4. Kidching will review the case and the information provided above and inform both the buyer and seller of what they need to do next.

You must ensure you do this within 2 days of the item being marked as delivered, as the funds will be automatically released to the Seller, and you are no longer able to claim a refund through Kidching.

If it is agreed you are owed a refund, we will then give the seller 2 days to send their returns details. You will need to arrange the return as we do not issue returns labels. You will then have 3 days to send the item using a tracked shipping method (unless the seller agrees otherwise)

You must then send us the following:

  1. Valid tracking number

  2. Photo of the item in the packaging

  3. Photo of the shipping label with tracking code, sender and recipients' names and address visible.

  4. We will check this information and send you the refund if everything is correct or once the seller claims the parcel.

It is important that you do not miss the 3-day time frame to send the parcel, or we cannot offer you a refund. We will complete the order and release the funds to the Seller.

Also, if the Seller disputes your claim, we will investigate the issue further.

What do I do if an item is counterfeit?

If you think an item may not be genuine, please contact us. We will investigate this and help you solve it.

If there are strong indications that the item is counterfeit, then you may not need to return the item.

Selling counterfeit goods is strictly forbidden on Kidching.

Your will receive your refund in your E Wallet as soon as the refund has been agreed. You can then transfer your refund into your own bank account.

Your refund will cover the full amount you paid, including the item cost, shipping and Buyer Transaction Assurance.

What is your refund policy?

When you buy through Kidching, you are also paying for our Buyer Transaction Assurance (BTA) which means you can receive a refund if your item:

  1. Fails to arrives

  2. Is damaged in transit – we highly recommend refusing the parcel if it has been visibly damaged in transit – this will help you in getting a refund.

  3. Is significantly not as described

If your purchased item doesn’t fit or you don’t like the item, unfortunately, Buyer Transaction Assurance doesn’t cover you in these cases. You can still contact the seller and discuss return options between you, but it is up to the seller to accept or not.

Please see how to return an item section for further details.

Is buying on Kidching safe?

As a Buyer you pay a small fee for Buyer Transaction Assurance on your purchase. This protects your money, adding an extra layer of protection to your purchase. As this covers you in the unlikely case of your item being lost in the post, damaged in transit or significantly not as described. All you need to do is let us know with in 2 days of your item being marked as delivered.

As a Seller, we ensure that your money is kept safe and is transferred to you as soon as the order is complete.