Would you like to place an order at Kiddymoon but don't know how to do it? Are you unsure about payment, delivery or returns procedure? Or maybe you are hesitant about which product would be best for you and would like to get an expert opinion? You've come to the right place!
Below we have gathered answers to frequently asked questions to help you with any issues you may have. The questions cover topics such as placing the order, applying discount code, shipping and product returns, as well us choosing the ballpit and the number of plastic balls, or the assembly of some of our products.
In the rare event that you don't find the answer to Your question, please contact our Customer Support Team at firstname.lastname@example.org - our specialists are on hand to help and answer any questions you may have.
How can I place an order?
Once you have decided which item to order, click on the product so that it is displayed in a new window. Select the size / number of balls / colour or other options available in this particular item. Click on "Add to basket".
If you plan to purchase more items, select "Continue shopping" and search for other products you'd like to add to your basket. If you've already added all products you wish to purchase, click on "Go to basket". You will be transferred to a page that shows a list of products you have selected. If you have a discount code, you can apply it below the summary of the products.
Click on "Forward" and you will be taken to a new window where you can sign in to your account, either with your e-mail address or with Google/Facebook/PayPal.
If you haven't created an account in our store, you can register here:
Once you have logged in, there will be a possibility to choose the payment and delivery method. Payment methods include: PayPal, Stripe and bank transfer. If you wish to pay with a debit/credit card, choose payment via Stripe.
Click on "Next", and you will see the summary of your shopping cart. Remember to check the fields marked with asterisks:
Click on "Order and Pay".
The order is placed and an email with your order details will be sent. You can now make a payment for your order. Please note that we start the preparation of your order after receiving the cleared payment. Once we receive your payment, we will send you an email.
What is the preparation time of my order?
After we receive the cleared payment, we start the preparation of your order. Depending on the current number of orders we have, the preparation may take 1-4 business days.
Where are the orders shipped from?
All orders are shipped from the logistics center located in Poland.
What is the delivery time?
The delivery to the UK usually takes 3-5 business days, if there are no service disruptions (for example caused by customs clearance, delays of the carrier, snowfall). Delivery may take more time over the Christmas period or other high volume periods (for example Black Friday).
For the current delivery time you may check the DELIVERY tab.
How can I apply a discount code?
You can apply your discount code once you go to your basket. Below the summary of the selected items, there is a place to write your code:
Paste or write your code, and click on "Confirm the code". If the code was entered correctly, you will see the reduced price in your basket summary.
The status of my package is: Your parcel has cleared customs - what does it mean?
As our orders are sent from a warehouse in Poland, they must undergo the customs clearance procedure. If you can see this information in your tracking details, it means that the package has already cleared customs and it is on the way to the UK. It may take a few days before you can see new updates.
Will I have to pay any customs or additional charges?
We cover all charges related to customs clearance, which means that there are no additional payments that you will need to make.
Can I modify my order after it has been placed?
Once the order has been placed, there is no possibility to change, add or remove the products from it. We may cancel the order (and issue a refund), so that you can place a new order for the desired items. If you wish to cancel so that you can reorder the products, please write to us at email@example.com
Can I place an order to another country?
We ship to a few European countries, the full list may be found in the INTERNATIONAL DELIVERY section in DELIVERY tab.
How can I change the delivery/billing address once the order is placed?
If you wish to change the delivery or billing address in the already placed order, contact us at firstname.lastname@example.org. We will check at what fulfillment stage your order is, and if it is possible to change the address.
How can I cancel my order?
If you wish to cancel the order, contact us at email@example.com
If your order hasn't been paid for, we will be able to cancel right away. If you have paid for the order, we will forward the cancellation request to our fulfillment center. Please note that our orders are forwarded to shipment automatically as we strive to dispatch them as soon as possible. That's why at a certain fulfillment stage it may not be possible to cancel the order.
Once the order has been canceled, you will receive an email with the confirmation.
How can I pay for my order?
We accept payments via PayPal, credit/debit card, Stripe and bank transfer.
How can I make a payment via PayPal?
Once you have finished placing the order, click on "Pay" and you will be asked to select your payment method. Choose PayPal, and you will be transferred to a PayPal page and asked to complete your login information. Once you log in, you will have a possibility to pay for your order.
How can I make a payment via Stripe?
Click on "Pay" and choose Stripe as your payment method. You will be transferred to the Stripe page and asked to complete your card details. When you enter all required information, you will have a possibility to pay for your order.
How can I make a payment by bank transfer?
Below you can find our bank account details:
Sort code: 20-89-56
Account number: 50587990
IBAN format: GB11BUKB20895650587990
Please include your name and order number so that we can easily identify the payment. As soon as we receive your payment and mark your order as "paid", you will receive an e-mail.
How can I track my order?
Once the order has been sent, you will receive an e-mail with the dispatch confirmation and the parcel tracking number. You can track your package on DPD UK website here.
My package does not change the status on the parcel tracking website
It is a common situation that the parcel status does not change even for 4 days. Package status can be changed even on the day of delivery. Let us know if you don't receive the package within a week of posting it.
What is the return period?
We offer a 30-day period to return your order.
How can I return my order?
If you decide to return the order, contact us at firstname.lastname@example.org
For the UK orders, we may offer a free DPD collection. Once we receive a return request from you, we will ask you to indicate the best day for pick up, and we will arrange the collection accordingly. Please note that the printer will be required as you will need to print a return label. In some cases DPD collection may not be possible, we will then instruct you on the further steps to return your order.
Please note that returned items cannot be used, and need to have all the tags and labels, as well as original packaging.
Can I return/exchange the balls and keep the ballpit?
If you have ordered an empty ballpit and a set of balls separately, you can return the balls (we do not offer exchanges, if you wish to replace an item you should return it for a refund, and place a new separate order for the new item). However, if you have purchased a ballpit with balls as a ready-made set, you'll need to return the balls together with the ballpit, as all was purchased as one item.
When will I receive a refund for the returned order?
Once we receive your return parcel, we will check the returned products and issue a refund to the original payment method. We aim to issue refunds as soon as possible. This usually takes around 1 business day, but may take up to 14 days.
How can I subscribe to the newsletter?
You can subscribe to our newsletter on the homepage, when you scroll down to this window:
Enter your e-mail address and click on "Subscribe". You will receive an e-mail from us, asking you to confirm your subscription. When you confirm, you will be receiving our e-mails with the information on our products, new arrivals and special offers.
Is there a possibility to order wholesale quantities?
If you're interested in purchasing larger quantities in a B2B model of cooperation, contact our Customer Support Team at email@example.com.
Provide information about your company, the products and the quantities you're interested in, and we'll reply with more details.
How can I find KiddyMoon on social media?
We are present at:
What are the available ballpit sizes, and which one will be the best?
In KiddyMoon, we offer a variety of options so that you can choose the ballpit that will best fit your needs. If you hesitate which one to choose, consider such aspects as the number of children that will be playing in the ballpit, and the available space in the kids' room or playroom. Depending on these conditions, different size and even shape may be required.
Have a look at what types of ballpits we offer:
- round ballpits of 90cm diameter, height 30cm or 40cm
- round ballpits of 120cm diameter, height 30cm
- square ballpits of 90cm side length, height 30cm or 40cm
- square ballpits of 120cm side length, height 30cm
- quarter angular (corner) ballpits of 90cm side length, height 30cm
What number of balls will be appropriate for my ballpit?
Depending on the ballpit, you can choose it to be filled with from 100 to even 1000 balls. The most standard ballpits – round 90x30cm – are usually ordered with a set of 200 or 300 balls. The bigger the ballpit size, the more balls can be placed inside. More balls = more fun!
Of course if you think the set included with the ballpit is not enough – you can also purchase an additional set of balls separately – you can choose from 50 to 600 balls (7cm diameter) or 1200 balls (6cm diameter) in different colour combinations.
Are KiddyMoon ballpits and balls safe for kids?
Our foam ballpits and plastic balls are fabricated in the EU and they're made of the highest quality materials – non-toxic and safe for children. The balls are BPA free. KiddyMoon balls and ball pits have been thoroughly inspected by an independent Eurofins laboratory for flammability, heavy metals and Phthalates. They successfully passed all the tests according to strict ASTM norms. All products meet the EU safety standards and have a CE certificate.
What age are KiddyMoon toys intended for?
We offer a variety of toys which can be used by children at different age, or at different stages of development:
- foam ballpits are recommended for babies that can already sit on their own (depending on the individual development it will be from approximately 6-9 months of age)
- foam playgrounds are recommended for children that can walk alone well and climb small objects (like for example the foam step). The more developed the child's motor skills are, the more fun they will have using the playground as they will be able to climb, jump, slide or build an obstacle course with various elements. Therefore a playground will be a great idea for children from approximately 1,5 years of age.
- foam blocks - recommended for children who can grab objects with their hands, stack and throw, so from approximately 1 year of age. Older children can take advantage of them as well, and use them for creating their own original constructions or even learning numbers and shapes (blocks with print)
- plastic balls - recommended for babies who can grab and hold objects with their hands, from approximately 6 months old
- soft rockers - suitable for children from 2 years of age
- wooden rockers - suitable for children from 2 years of age
- balance boards - suitable for children from 2 years of age
- balance boards with rollers - for children from 3 years of age
- walkers - recommended for children that can stand up alone and are starting to take their first steps, so approximately from 10 months of age
- kitchen helpers - recommended for children from 18 months to 7 years of age
- slides - suitable for children from 2 years of age
- table and chair set - suitable for children from 2 years of age
How do KiddyMoon toys support the child's development?
By choosing our KiddyMoon toys, you can wisely support your child's development. Each of the KiddyMoon toys can perform a different function.
Colourful plastic balls stimulate the eye and can be helpful in learning colours. Children can throw the balls, catch them, squeeze or sort them by colours, and all these activities help to develop their fine motor skills, and improve eye-hand coordination.
They can also practice gross motor skills on bigger toys – ballpits, foam playgrounds, rockers, balance boards or climbing triangles. When they jump into the ballpit, climb on the wooden picklers or rock on the rockers they stimulate their body and brain. They learn to be independent and to deal with obstacles.
When they are learning to walk, a walker is a great addition, as it provides support to your child and may boost their confidence while taking the first steps. When you want them to help you in your daily chores, a kitchen helper might come in handy, as it will allow your child to do a lot of things by themselves, while keeping them safe at the same time.
What elements of the playground can I buy if I already have the ballpit?
When you already have our ballpit, you can simply buy additional elements to create a fun playground at your home! We offer such soft play elements as:
They may be purchased separately, or as the following sets:
The elements are available with a regular covers (colours: light grey, pink, dark blue) or velvet ones (colours: desert pink, forest green)
How to assemble the children’s playpen?
Have a look at our video showing how to assemble the playpen:
Can I create my own set of ballpit and balls ?
Do you wish to purchase a set of ballpit and balls in a different colour combination? Not a problem! You can order a ball pit and balls separately in these 2 simple steps:
My ballpit looks distorted - what should I do?
Your child has played in the ballpit so intensely that the toy lost its proper shape? Has the bottom of the pool started to rise? Is the pool tilted to one side? No need to panic! As it is made of a soft foam and a cover that is not permanently attached, it is normal that after some time it may look a bit distorted.
If the ballpit lost its shape, or the bottom foam has started to rise - we recommend taking the cover off and then putting it back on.
If one side of the ballpit has changed its shape, perhaps this one side is used more often when the child is climbing in and out of the pool. Remember that the ball pit needs to be turned over from time to time and the sides need to be 'used' evenly. This will prevent the deformation.
How to clean the ball pit and balls?
When you want to clean the ballpit, start from taking the cover off using the zipper at the bottom. The cover can be machine washed at 30 degrees C. We recommend using a mild detergent that is safe for children. Don’t put the foam in the washing machine! If you want to clean it, use a soft, damp cloth and gently wipe the foam.
Balls can be washed in a bathtub or shower with a mild cleaning agent. When they are clean, wipe or let them dry.
You can read more tips on how to take care of your ballpit here.
How to apply the cover correctly?
The cover is easy to take off and put back on thanks to a zip closure at the bottom. When you want to put the cover on your ball pit, remember that it should be evenly distributed. If there is too much material on one side, it will result in being too tight on the other side, and the ballpit will not have its original nice shape. If you still struggle to apply the cover correctly, have a look at our video:
How to put down a pop up play tent?
The video shows detailed instructions on how to put down the tent. Don't be discouraged, make a few tries before you succeed.