FAQs
Have a query? Here are the most common questions we receive all in one place so you can quickly and easily find your answer. If your question is more unique we would love to hear from you so don’t hesitate to get in touch with our helpful customer care team!
Service
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Do you have a store that I can visit?
Animigo is an online store so there is no physical shop you can visit. This means that we can source the best ingredients and make high-quality products whilst still offering competitive prices to our customers. Being online not only makes shopping quick and easy but also means we cut out the middleman and pass on the savings to you!
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How do I contact customer services?
There are a number of different ways you can get in touch with our friendly customer care team, simply click here to go to our Contact Us page. They can help you with any sort of query you may have, be it about a product, your order, delivery or more.
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What is your security policy?
We care about keeping your information safe, which is why we use the latest security methods and strictly follow the data protection act. This includes using Verisign security encryption technology and making sure we never store your card information or pass anything onto a third party.
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Is your website encrypted?
Yes, for your safety Animigo uses the latest in 256-bit SSL encryption technology to make sure that each and every one of your online transactions on the site is safe.
Payment
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Which payment methods do you accept?
We want to make things as easy as possible for our customers which is why we offer a range of payment methods. Apple Pay, For card, we accept Visa, Visa Electron, MasterCard and AMEX. Alternatively,
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How do I pay by Cheque or Postal Order?
You can still pay by cheque, however you will have to contact our customer service team who will take you through the steps to pay by cheque. It is fast and easy to pay via card.
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Can I place my order over the phone?
If you’d prefer to talk to someone when placing your order then please do so. Our friendly customer care team is on hand to have a chat and place your order for you with peace of mind.
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How will the transaction appear in my card/bank statement?
Your transaction will simply appear as 'AnimigoUK' on your bank or card statement.
Order Process
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Why do you need my phone number on the order form?
We won’t use your phone number to bombard you with countless annoying calls or surveys! We simply need your number in case we need to contact you about your order to either give you any information or to get any issues sorted as quickly and easily as possible.
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Are my personal details safe with you, or will I start getting unsolicited email/post?
We hate spam as much as our customers so don’t use your personal details for this. We will only use your information with your consent and will never send it to any third parties. If you would like to hear from us on a regular basis, you can sign up for our newsletter and get up to date information on what is happening on the site.
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I'm facing a technical issue on the site, what should I do?
Simply get in touch with our customer care team on +44 207 362 4027 and we’ll help you out over the phone.
Delivery & order status
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Which delivery services do you use?
We will only trust the very best delivery services to ensure that our customer's orders are delivered quickly and securely. We are proudly working with Evri to provide tracked services that allow you to receive your order with confidence. We offer a 24hr and 48hr option, and we also provide UPS services.
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What if I am not home when Evri attempts delivery?
Our Evri tracked service allows you to follow your order with the tracking code that we will provide you in your confirmation email. However, if you are unavailable to receive your order, Evri will leave a calling card so you can arrange re-delivery (at a convenient time for you), or alternatively they will return the following day to try and deliver again.
If the Evri 48hr tracked service has been chosen, no signature is required and the customer doesn’t have to be at home. Evri will leave the parcel at a safe place or squeeze through a letter box. Customers will only need to pick up or arrange redelivery incase parcel is too big and no safe place was found.
However if you have chosen the Evri 24hr service, your signature is must and someone needs to sign for it at the address given. In an event that Evri is unable to obtain signature, they will leave you a card for further instructions.
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When will my order arrive?
When your order will arrive will depend on the delivery option you have chosen. There are 4 delivery options in the UK that offer next day delivery before 1pm, next day delivery, 1-2 days or 3-5 days working days. For international delivery, depending on the country you can either select 3-5 working days or 5-10. Please remember when placing your order that any next day orders need to be placed before 4pm and that any order placed after 4pm on a Friday or over the weekend will not be dispatched until Monday (or Tuesday on bank holidays). All successful orders placed before 4pm will be despatched the same day.
Secure Payment
How long does it take to process an order?
1. Standard Online Orders
- When you place an order, the first step is payment confirmation. This usually happens instantly with credit/debit cards or e-wallets. Bank transfers can take 1–2 business days.
- Next is packing and preparation for shipment. Depending on the store size and order volume, this usually takes 1–3 business days.
- Overall, standard orders are typically processed within 2–5 business days before shipping.
2. Special or Customized Orders
- For personalized items, made-to-order products, or electronics that require assembly, processing takes longer due to production or quality checks.
- These orders usually take 5–10 days to be ready for shipment.
3. International Orders
- Besides internal processing, international shipments go through customs clearance and other import/export procedures.
- Internal processing may be similar to standard orders, but total delivery time can range from 7–21 days or longer, depending on the destination country and shipping service.
In summary:
- Standard orders: 2–5 days
- Customized orders: 5–10 days
- International orders: 7–21 days or longer
Do you ship internationally?
Yes, we ship to most countries worldwide. Shipping times and rates vary by location, and all available options will be shown at checkout.
Track Order
How can I check the status of my order?
1. Check Your Email
- Most stores send a confirmation email when your order is placed.
- They often follow up with a shipping or tracking email once your order is on its way.
- Look for a tracking number or a link to check the order status online.
2. Log In to Your Account
- If you created an account on the store’s website, log in and go to “My Orders” or “Order History”.
- You should see the current status (e.g., “Processing,” “Shipped,” “Delivered”) and sometimes the estimated delivery date.
3. Use the Tracking Number
- Once your order has shipped, you can usually track it via the carrier’s website (like FedEx, UPS, DHL, USPS).
- Enter the tracking number to see real-time updates on location and expected delivery.
4. Contact Customer Service
- If you can’t find information online or via email, reach out to the store’s customer service.
- Provide your order number and email to get updates on your order.
What should I do if my tracking hasn’t updated?
Tracking updates may take 24–48 hours to appear, especially during busy seasons. If the status remains unchanged for more than 3 days, feel free to contact our support team—we’ll help you check the progress of your package and ensure it’s on the way to you.
Orders & Shipping
Can I modify or cancel my order after placing it?
1. Before the Order Is Processed
- If the order is still pending or not yet processed, most stores allow you to modify or cancel it.
- You usually need to do this within a few hours after placing the order.
- Actions you can take may include:
- Changing the shipping address
- Updating the payment method
- Adding or removing items
2. After the Order Is Processed
- Once the order is processed, packed, or shipped, modifications are often not possible.
- You might be able to request a cancellation, but it may be treated as a return once delivered.
3. Customized or Made-to-Order Products
- If your order is personalized or custom-made, cancellations or modifications may not be allowed once production has started.
4. How to Cancel or Modify
- Check your confirmation email for a link or instructions.
- Log in to your account on the store’s website to see if there’s a “Modify” or “Cancel” option.
- Contact customer service immediately with your order number—they can tell you what’s possible.
How long does shipping usually take?
Standard shipping typically takes 3–7 business days, while express shipping arrives within 1–3 business days. Delivery times may vary slightly depending on your location and seasonal demand, especially during holidays when kids’ clothing orders increase.
Payment & Store Credit
How does Store Credit work?
1. What Store Credit Is
- Store credit is a prepaid balance issued by a store that you can use to pay for future purchases.
- It’s usually given as a refund when you return an item, or as a gift from the store.
- Store credit is not the same as cash, but it acts like money within that store or platform.
2. How to Use Store Credit
- At checkout, select “Store Credit” as a payment option.
- The order total will be deducted from your store credit balance.
- If your order exceeds your store credit, you can pay the remaining balance with another payment method (card, digital wallet, etc.).
- Some stores allow you to combine store credit with promo codes or discounts, but check the store’s rules.
3. How Store Credit Is Issued
- Returned items: If you return a product, the store may offer store credit instead of a cash refund.
- Promotional offers: Sometimes stores give store credit as part of a promotion, loyalty reward, or gift card redemption.
- Cancelled orders: If your order is canceled after payment, some stores issue store credit instead of refunding the original payment method.
What payment methods do you accept?
We accept all major credit cards, PayPal, Apple Pay, and popular digital wallets, making checkout fast and secure. All payments are encrypted to ensure a safe shopping experience for parents.
Returns & Refunds
What is your returns and refunds policy?
We want you to love your purchase! If you’re not completely satisfied, you can return your item within 30 days of receiving it. Simply ensure the product is unused, in its original condition, and includes all packaging.
Once we receive your return, we’ll process your refund within 5-7 business days. Refunds will be credited back to your original payment method. For more details on how to start a return, visit our Returns page or contact our support team—we’re here to help! Shop confidently knowing we’ve got you covered.
How does Store Credit work?
Store Credit can be used on any kids’ clothing item and never expires. You can apply it at checkout just like a discount code. If your credit doesn’t cover the full amount, you can pay the remaining balance with any of our accepted payment methods.
Account Info
Do I need an account to place an order?
No, you can check out as a guest.
However, creating an account allows you to track orders, manage returns, save your shipping details, and access Store Credit or rewards more easily.
How do I update my account details?
You can update your name, email, password, or saved addresses by logging into your account dashboard.
All changes are saved immediately and used for your future orders.