Customer Help
Our team is always here to assist.
FAQ
Frequently Asked Questions
Orders and Shipping
Creating an account is quick and easy! Here’s how:
Click “My Account” (top-right corner of our website).
Enter your details: Full Name, email address, and a secure password.
Verify your email: Check your inbox for a confirmation link.
Start shopping! Enjoy faster checkouts, order tracking, and exclusive offers.
We are proud to offer international shipping through our partnership with DHL Express, which delivers to over 220 countries and territories globally. To confirm if we ship to your specific country, please begin the checkout process and enter your full delivery address. If DHL services your area, it will be available as a shipping option. If you have any questions or your country is not immediately visible, please contact our dedicated Customer Support team for assistance.
Double-check your address before checkout! Here’s how:
Before Your Order Ships:
Log in to your account → Go to “Addresses”.
Click the Shipping Address → “Add Shipping Address”
Note: Due to our fast processing, changes may only be possible within 1 hour of purchase.
After Your Order Ships:
Contact us immediately at support@kidyphyllisinteriors.com with your order number.
We’ll work with DHL to reroute your package (fees may apply).
Our products are handcrafted per order to ensure quality and customization. After placing your order, please allow:
2 weeks for production and quality checks.
3–5 business days for express shipping via DHL (worldwide).
You’ll receive tracking details once your order ships.
You’ll receive a DHL Express tracking number via email or SMS. To track your package in real-time click:
- DHL Tracking Portal or click the tracking link in your shipping email.
No updates after 3 weeks? Email us with your order number.
Your security is our priority. We never store your credit card details on our systems. Here’s how payments work:
Checkout Process: All payments are processed through PCI-DSS certified gateways for bank-level encryption.
100% Secure: We comply with global data protection standards (GDPR).
Domestic Customers (Kenya) : Our displayed prices include all costs with zero hidden fees. No surprises – the price you see is exactly what you pay!
Important Note for International Orders:
While our prices are all-inclusive, your local customs may charge import duties. DHL will contact you directly about any applicable fees before delivery.
Returns & Exchanges
We aim to respond to all inquiries within 24-48 business hours.
- Email: support@kidyphyllisinteriors.com
- Contact Form: Fill out the Contact form. This allows you to provide detailed information about your inquiry, and it will be routed to the appropriate support team member.
- Whatsapp: You can contact our customer support line during our business hours, Monday to Friday, 9:00 AM – 5:00 PM EAT.
Please refer to our detailed Returns & Exchanges for information on our return policy, including the timeframe for returns and the conditions for eligibility. Our customer support team is also available to assist you with any issues or concerns.
We sincerely apologize for the mix-up! Here’s how we’ll make it right:
Contact Us Immediately Email support@kidyphyllisinteriors.com with:
Your order number
Photos of the received item + packaging label
Our Solution
Free return shipping label (if needed)
Priority dispatch of the correct item
Processing Time: Resolved within 3 business days of notification.
Note: For hygiene reasons, your product must be unused/unopened for returns.
We’re deeply sorry your item was damaged in transit. Here’s our solution:
- Take clear photos of: The damaged product, the
packaging (show any external shipping damage) and the DHL shipping label Contact Us Within 48 Hours
Email support@kidyphyllisinteriors.com with:
Order number
Attached photos
Your Preferred solution: Replacement or Refund
We’ll Resolve Immediately
Free express replacement.
Full refund: Processed within 1 business day if preferred
Return logistics: We email a prepaid DHL label (no cost to you)
Note: For child safety, damaged car seats/carriers cannot be resold and must be returned unused.
Email us at returns@kidyphyllisinteriors.com to receive:
Your RMA (Return Merchandise Authorization) number
Prepaid DHL return label with our Authorized Returns Address
- Repackage Securely
Include original tags and packaging.
For car seats: Must be unused/unopened for safety compliance.
Ship Within 7 Days : Returns without an RMA number cannot be processed.
Made-to-Order Products: Production starts within 24 hours.
DHL Shipping: Once shipped typically 2 weeks post-order, changes are unavailable.
1. For Immediate Changes (Within 24 Hour of Ordering):
Email support@kidyphyllisinteriors.com with:
Order number
Requested change (size/color/address)
We’ll edit your order free of charge if production hasn’t begun.
2. For Cancellations:
Before Shipping: Full refund (processed within 14 business days).
After Shipping: Refund minus 15% restocking fee for unused items only.
We accept international returns within 14 days of delivery, provided items are unused, unwashed, and in original packaging. Car seats/carriers must have all safety tags attached.
Email returns@kidyphyllisinteriors.com within 14 days with:
Your order number
Photos of the item(s)
Reason for return
We’ll email you a Return Authorization (RMA) number and instructions within 24 hours.
