adams help

Help
We have set out our answers to the most frequently asked questions below. If you cannot find the information you need, please contact us.
 
 

Please also refer to our terms and conditions.

The product/size I want is not showing

We do not show products on the site that are not currently available. Where a size is not currently available, it does not appear next to the product.

I need more information about a product

On each product page, you will find a description of the product, its relevant features, including fabric and care instructions. If a product has a size chart, you will find a link to it to the right of the main image.

Do you have a catalogue?

We don't currently produce a print catalogue. You can find all our products on the website, which is updated regularly as new products arrive.

Are all the items I can see on the site available to buy?

All of the items you see are available to buy. If a particular size is not available it will not appear on the product page.

How much does it cost?

Free Standard Delivery

This option with Royal Mail is available to all UK and takes 3 - 5 working days to anywhere in the UK.

Free Next Day Delivery

This option with DPD courier is available to UK orders with an item total of £35 or over. Normally it costs £4.99

*Orders placed before 5pm

**Orders are despatched and delivered from Monday to Friday

***Next Day Delivery is not available to certain postcodes including:

AB, BT, GY, HS1-9, IM, IV1-56, JE, KA27-28, KW1-17, PA20-78, PH19-50, TR21-25, ZE1-3.

Although we aim to get orders dispatched the same day, during busy periods and in unforseen circumstances there may be slight delays in recieveing your parcels and we may not be able to meet our next day delivery aim. This is very rare and we apologise if you have been affected by it. 

Free International Delivery

Tracked express delivery with Royal Mail is free free for orders above £35. Normally costs £4.99

5 working days to the Republic of Ireland

7-14 working days to the rest of the World

What is the last date I can order before Christmas?

 
UK   STANDARD        NEXT DAY   
20/12/2013 15:00             23/12/2013 17:00      


International customers we do not guarantee delivery before Christmas on orders made during the week commencing 16/12/13

 

How long will it take for my order to arrive?


Free International Delivery

Tracked express delivery with Royal Mail is free for orders above £35. Normally costs £4.99

5 working days to the Republic of Ireland

7-14 working days to the rest of the World

Which courier do you use?

UK deliveries: We use Royal Mail for standard UK service and DPD courier service to deliver next day within UK.

International deliveries: Most International parcels are despatched with Royal Mail.

Can I have the goods delivered to someone else?

If you want to change the delivery address after you have created your account, you can do so either by going to my address book in my account section and add your new delivery address.

Unfortunately we cannot change the delivery address after an order is placed.

Can you leave my delivery with a neighbour/in the garden?

Our free standard UK delivery is sent with Royal Mail and package will either be delivered through the letterbox depending on its size or left at a safe place.

The next day UK delivery through our courier will only be delivered to the designated address. If you are not in, they will leave a note for you to rearrange delivery.

International Standard Delivery Times and Costs

INTERNATIONAL DELIVERY

FREE TRACKED DELIVERY FOR ORDERS OVER £35. Normal Price: £4.99

 

CountryStandard delivery times in working days (Mon - Fri)
Afghanistan Within 15
Aland Islands Within 10
Albania Within 7
Algeria Within 10
American Samoa Within 8
Andorra Within 7
Angola Within 10
Anguilla Within 10
Antigua and Barbuda Within 10
Argentina Within 10
Armenia Within 9
Aruba Within 10
Australia Within 10
Austria Within 6
Azerbaijan Within 10
Bahamas Within 10
Bahrain Within 9
Bangladesh Within 9
Barbados Within 10
Belarus Within 7
Belgium Within 6
Belize Within 10
Benin Within 10
Bermuda Within 10
Bhutan Within 10
Bolivia, Plurinational State of Within 10
Bosnia and Herzegovina Within 7
Botswana Within 10
Bouvet Island Within 10
Brazil Within 10
British Indian Ocean Territory Within 10
Brunei Darussalam Within 10
Bulgaria Within 9
Burkina Faso Within 10
Burundi Within 10
Cambodia Within 10
Cameroon Within 10
Canada Within 8
Cape Verde Within 11
Cayman Islands Within 11
Central African Republic Within 10
Chad Within 10
Chile Within 10
China Within 11
Christmas Island Within 10
Cocos (Keeling) Islands Within 10
Colombia Within 10
Comoros Within 10
Congo, the Republic of Within 10
Congo, the Democratic Republic of the Within 10
Cook Islands Within 8
Costa Rica Within 10
Cote d'Ivoire Within 10
Croatia Within 9
Cuba Within 9
Cyprus Within 6
Czech Republic Within 7
Denmark Within 6
Djibouti Within 10
Dominica Within 11
Dominican Republic Within 10
Ecuador Within 10
Egypt Within 11
El Salvador Within 7
Equatorial Guinea Within 10
Eritrea Within 10
Estonia Within 9
Ethiopia Within 10
Falkland Islands (Malvinas) Within 7
Faroe Islands Within 7
Fiji Within 11
Finland Within 8
France Within 6
French Guiana Within 8
French Polynesia Within 8
French Southern Territories Within 10
Gabon Within 10
Gambia Within 10
Georgia Within 9
Germany Within 6
Ghana Within 10
Gibraltar Within 7
Greece Within 7
Greenland Within 11
Grenada Within 10
Guadeloupe Within 8
Guam Within 10
Guatemala Within 10
Guinea Within 10
Guinea – Bissau Within 10
Guyana Within 8
Haiti Within 8
Heard Island and McDonald Islands Within 10
Holy See (Vatican City State) Within 10
Honduras Within 8
Hong Kong Within 11
Hungary Within 9
Iceland Within 9
India Within 11
Indonesia Within 10
Iran, Islamic Republic of Within 9
Iraq Within 10
Ireland Within 6
Israel Within 9
Italy Within 8
Jamaica Within 10
Japan Within 11
Jordan Within 9
Kazakhstan Within 9
Kenya Within 10
Kiribati Within 8
Korea, Republic of Within 11
Kuwait Within 9
Kyrgyzstan Within 8
Lao People's Democratic Republic Within 10
Latvia Within 9
Lebanon Within 9
Lesotho Within 10
Liberia Within 10
Libyan Arab Jamahiriya Within 10
Liechtenstein Within 7
Lithuania Within 9
Luxembourg Within 6
Macao Within 11
Macedonia, the former Yugoslav Republic of Within 9
Madagascar Within 10
Malawi Within 10
Malaysia Within 10
Maldives Within 11
Mali Within 10
Malta Within 8
Marshall Islands Within 12
Martinique Within 8
Mauritania Within 10
Mauritius Within 11
Mayotte Within 10
Mexico Within 10
Micronesia, Federated States of Within 10
Moldova Republic of Within 9
Monaco Within 6
Mongolia Within 10
Montenegro Within 7
Montserrat Within 10
Morocco Within 11
Mozambique Within 10
Myanmar Within 7
Namibia Within 10
Nauru Within 8
Nepal Within 7
Netherlands Within 6
Netherlands Antilles Within 7
New Caledonia Within 8
New Zealand Within 11
Nicaragua Within 7
Niger Within 10
Nigeria Within 10
Niue Within 10
Norfolk Island Within 10
Northern Mariana Islands Within 10
Norway Within 6
Oman Within 8
Pakistan Within 9
Palau Within 10
Panama Within 7
Papua New Guinea Within 8
Paraguay Within 10
Peru Within 10
Philippines Within 11
Pitcairn Within 10
Poland Within 9
Portugal Within 8
Puerto Rico Within 10
Qatar Within 9
Reunion Within 10
Romania Within 9
Russia Federation Within 9
Rwanda Within 10
Saint Barthélemy Within 10
Saint Helena, Ascension and Tristan da Cunha Within 10
Saint Kitts and Nevis Within 10
Saint Lucia Within 10
Saint Martin (French part) Within 10
Saint Pierre and Miquelon Within 8
Saint Vincent and the Grenadines Within 10
Samoa Within 11
San Marino Within 6
Sao Tome and Principe Within 10
Saudi Arabia Within 9
Senegal Within 10
Serbia Within 7
Seychelles Within 11
Sierra Leone Within 10
Singapore Within 11
Slovakia Within 7
Slovenia Within 9
Solomon Islands Within 8
Somalia Within 10
South Africa Within 11
South Georgia and the South Sandwich Islands Within 10
Spain Within 8
Sri Lanka Within 11
Sudan Within 10
Suriname Within 8
Svalbard and Jan Mayen Within 10
Swaziland Within 10
Sweden Within 6
Switzerland Within 6
Syrian Arab Republic Within 8
Taiwan Within 11
Tajikistan Within 9
Tanzania, United Republic of Within 10
Thailand Within 11
Timor-Leste Within 10
Togo Within 10
Tokelau Within 9
Tonga Within 8
Trinidad and Tobago Within 11
Tunisia Within 11
Turkey Within 7
Turkmenistan Within 8
Turks and Caicos Islands Within 11
Tuvalu Within 8
Uganda Within 10
Ukraine Within 9
United Arab Emirates Within 9
United States Within 8
United States Minor Outlying Islands Within 10
Uruguay Within 10
Uzbekistan Within 9
Vanuatu Within 10
Venezuela, Bolivarian Republic of Within 10
Vietnam Within 10
Virgin Islands, British Within 10
Virgin Islands,U.S. Within 10
Wallis and Futuna Within 10
Western Sahara Within 10
Yemen Within 10
Zambia Within 10
Zimbabwe Within 10

 

Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.

We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country - you may want to contact your local customs office before ordering for further information.

Most orders will be shipped with Royal Mail

There is an item missing in my order or you have sent me the wrong goods

If there is an item missing in your order or you have received the wrong goods, please contact support department on information@adams.co.uk and provide us with your order id and a list of products that were missing from the order or the details of the goods sent to you that were incorrect.

You must notify us within 48 hours of receiving the order that an item was missing. Otherwise we will assume that you have received all of the products that you ordered.

I want to return / exchange an item

If you would like to return an item please send it back to the address given below within 30 days from date of receipt.

Adams Kids, Big Yellow, Unit P11

399 Uxbridge Road, Ealing, London UB1 3EW

Please include details of the goods you are returning and any replacements you may want. We will not charge you any postage for exchanging an item.

 

Christmas Returns Policy


Adams offers a special Christmas Returns Policy. If for any reason you are not satisfied with any item bought as Christmas Gifts from the  website after the 1st of December 2013, you may return them to us up until the 31st of January 2014 for an exchange or refund provided that the item is returned to us in its original condition. Please ensure to quote your order number on all correspondence.

Please note, when returning an item for a refund/exchange we are unable to reimburse the return postage charge.



I have worn my item. Can I still return it?

The item must be in its original packaging, with the relevant tags still in place and in a condition that would enable us to sell the item to someone else as new. In the case of shoes, this means they must not have been worn outside. In the case of underwear and swimwear, the item must not have been worn.

Can I return an item to one of your stores?

Unfortunately not. If you wish to return an item, please follow the process "I want to return an item".

Do I have to pay to return the item?

If you are returning an item because it is faulty or we have sent you the wrong item then the cost of returning the item is our responsibility. We will refund the cost of postage.

If you change your mind after purchasing an item, the cost of return postage will be payable by you.

You have refunded the wrong amounth3>

When we calculate the amount to refund you, we take into account:

- Any vouchers or promotions in the original purchase

If you think we have incorrectly calculated the refund amount, please contact our billing department on information@adams.co.uk and provide us with your order id and details of what you think the refund should be.

Why have you not refunded the delivery charge?

We only refund the delivery charge (P&P charge you originally paid to have the order delivered to you) if:

- You have returned an item which is faulty

How do I start shopping at adams kids

Welcome to adams kids! Shopping at adams kids is easy and simple. The following guidelines have been provided to help you shop online.

The top of the site contains the key areas of the site.  Click on any one of these sections to begin your shopping experience.  For example, click on girls.  You will be taken to girls main page and here you will see the main product categories and any offers available.  To view girls tops, simply click on tops.  You will then be taken to the product list page, which displays all girls tops.

The menu on the left hand side is designed to help guide you through your shopping experince at adams kids.  You can browse by offer, by season, by age, by price and so on.  Click on any one of these areas to narrow your search.  Click on a picture to go to the product detail page, where you can find further information about the product.  Select a size and then click on the 'add to basket' button to buy that item.  To go back to the previous page you were on, click on the 'back' button. Or you can continue to navigate the site by clicking on other sections.

To view your bag at any time whilst shopping at adams kids, simply click on the shopping bag link at the top right corner of your screen.

When was Adams relaunched

Adams Online was relaunched on a brand new platform in August 2010. The business is trading stronger than ever and we are offering new collections every month.

Can I change my order?

Unfortunately we are not able to make changes to the order after you have placed it. If you no longer wish to receive the goods please return them to us for a refund.

Can I cancel my order?

You can request that the order be cancelled and we will do our best to prevent the order being shipped. However it is not always possible to stop an order once it has been placed. If your order has been despatched, you will need to return the goods ( see "I want to return an item") .

What is your privacy policy?

We are committed to protecting your privacy, while providing you with the best service available. Our privacy policy sets out how we will deal with the information we receive about you and is subject to the conditions of use.

By using this site, you agree that you do not object to us contacting you for any of the reasons outlined in our help section and that you do not consider this to be a breach of your rights under the Telecommunications (Data Protection and Privacy) Regulations 1999.

On all our newsletters, there is an option to unsubscribe. Our customers can choose to no longer receive any marketing communication from us. Further information can be requested by writing to

Customer Services, Adams Kids, 2 Lord Hills Road, London W2 6PD

Email: information@adams.co.uk

What information do you collect and how do you obtain it?

We collect information from you when you register on our site and when you make a purchase from us (Personal Information). We use your Personal information to:

- Process your orders

- Contact you if there are any queries in relation to your orders

- For statistical purposes to improve this website and its services to you 

- To administer this website

- If you agree, to tell you about products or special offers that we think may be of interest to you.

In almost all cases, when you go to a web site, web servers log your interaction with the site in something called a log file. Standard log files like ours contain basic information like what time what pages were viewed, and the IP address of the visitor. We use this information to analyze trends, administer the site, track user's movement, and gather broad demographic information for aggregate use. We make no effort to identify IP addresses with individual users.

Do you share my personal information?

We will not provide your Personal Information to any third party for mailing or marketing purposes. We may need to share your information with third parties, e.g. delivery companies or credit card companies, in relation to your order or because we are required to do so by law.

What cards do you accept?

We accept the following Debit and Credit cards: Visa, Mastercard, Maestro and Solo.

You can also pay us using your Paypal account.

What currencies can I pay in?

At present we can only accept payments in £ sterling for orders shipped to UK and internationally. 

Is it safe to order online?

adams kids online is secure.

We realise how important it is to securely store any information that you provide, so we maintain the highest levels of security. Our site uses high-level SSL encryption technology, the most advanced security software currently available for online transactions. You can therefore rest assured that we take the privacy and security of your payment and personal details very seriously.

Can I purchase a gift voucher. Can it be used to buy goods online?

In November 2012, we have introduced the facility for customers to buy Gift vouchers online. When you purchase a gift voucher from us online, we will send you an email with a gift voucher which can be forwarded to whomever you wish to gift to.

Gift vouchers are valid for a year and can be used to purchase any product from the site.

My login details and or password dont work

If you are having difficulty logging in. Click on "my account" at top of the page. This will take you to the login page, where you can enter your email address on "Forgotten your password" and click submit.  The system will automatically send you an email with details of resetting the password.

If you forgot which email address you had used or are having problems please email information@adams.co.uk

Other problems with the website

If you are experiencing problems while trying to place an order we recommend you try using a different browser like a newer version of some of the most popular ones listed below:

Internet Explorer

Firefox

Google Chrome

These internet browsers can be downloaded for free.

If you are having any other issues with the website, please contact customer services on information@adams.co.uk