Same day UK dispatch offered from Monday to Friday, 9am–1pm

Customer Services


No matter what you need help with when using our website, your question should be answered in one of the sections below. If it is not, or you would like to speak to us directly about your query or concern, please feel free to contact our team using one of the options listed below.

Shipping & Delivery


We aim to dispatch orders placed before 2pm on the same day (depending on stock availability). If you place an order after 2pm and select one of our next day delivery options, we cannot guarantee that you will receive the goods the next day.

Any orders placed after 2pm on a Friday or over the weekend will be dispatched on the following Monday.

UK Standard Delivery is free when you spend £20 or more in one order. This should be reflected on the payment screen at the end of your order.

Click or tap here for our delivery options

Privacy & Security

Privacy & Cookies

Konfidence Ltd do not disclose buyers' information to third parties. Cookies are used on this shopping site to keep track of the contents of your shopping cart, store delivery addresses, and store your details if you select the 'Remember Me' option. They are also used after you have logged on as part of that process. If you turn off cookies, you will be unable to place orders or benefit from the other features that use cookies. Data collected by this site is used to: (a) take and fulfill customer orders, and (b) administer and enhance the site and service. For more details on our Privacy Policy and Cookie Handling Policy, please click here.

Credit Card Security

All credit card details are entered by the customer on the secure servers of SagePay, our chosen Card Payment Provider and a fully approved Level 1 payment services provider, which is the highest level of compliance.

No card details are received by, or held by, Konfidence Ltd in the processing of card transactions on this site.

To find out more about the security and credentials of SagePay, please click here (link leads to an external website).

Returns & Replacements


Should you wish to return or exchange any item you have purchased through our website, please follow the returns procedure guidelines illustrated as follows. We will endeavour to make the exchange process as easy as possible. We require notification for exchange or refund within 14 days of receipt for unwanted goods and 30 days of receipt for faulty/damaged goods. We will only exchange/refund goods upon prior notification and agreement.

  1. Please e-mail customerservices@konfidence.com or call 01566 777887 to confirm that you wish to exchange or return the goods. We will then provide a brief returns/exchange form for you to complete.
  2. Send the item back to us. We strongly recommend obtaining proof of postage and using a recorded delivery method. We cannot take responsibility for any goods lost in transit.
  3. Once received, and confirmed to be in a resalable condition (see paragraph below), we will send out the replacement product(s) or process your refund as applicable.

Please note: In the case of an exchange being required due to you being sent incorrect products – in other words, you did not receive the item(s) that you ordered, due to an error on our part – we will send out the correct goods and include a postage paid postal bag for you to return the incorrect items to us. Konfidence reserves the right to amend this process at any time.

All goods for exchange/refund (other than faulty items) must be returned in a resalable condition, along with all labels and hang tags. Please include a copy of your original receipt of payment and your contact details. Please also note that we cannot offer a refund/exchange for any goods that have been used in water (unless faulty), therefore if you are at all concerned about sizing, we highly recommend garments are tried for size on 'dry land' first.

If goods are returned for a refund, upon receipt of the goods, Konfidence will refund the value of your goods to the payment card used within 5 working days. Please note that if a delivery charge was applied at the time of purchase then Konfidence will refund the standard delivery charge that was applicable at the time the goods were purchased. If the goods were shipped free of charge then no delivery charge refund will apply.

For all goods that are returned for exchange, please specify the product code, size and colour that you require in return. If the goods for exchange are not faulty, an additional postage and packing charge may be applicable. This will generally depend upon the size and weight of the item(s). We will confirm agreement for exchange with you and notify you at that time whether there will be any additional charge.

These statements do not affect your statutory rights. Your rights to return goods are protected under the Consumer Protection (Distance Selling) Regulations 2000, which can be found here (link leads to an external website).

Ordering Products


Making a purchase could not be easier. Simply browse our store and add any items that you wish to buy into the shopping basket. After you have finished your selection, click on 'Checkout' and you will be asked for a few details that we need to be able to complete the order.

We accept credit card payments. If you are shopping from outside of the UK, place your order and your credit card company will convert the transaction to your own currency. All orders on our website are processed in Great British Pounds (GBP, £).

When confirmation of order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an invoice. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.

Tax


Most of our products are zero-rated for VAT. Exceptions are floats, toys and accessories, changing mats, and all adult products. These are all charged at the standard 20% VAT rate. All prices displayed are inclusive of any applicable VAT, unless otherwise indicated.

How to Contact Us


At Konfidence, we follow a simple rule of treating our customers as we would wish to be treated. It works well for us and ensures that we are always completely open and honest with our customers.

It works even better when its a two-way deal, so if you have any suggestions or comments at all, we would love to hear from you. Please contact us using the form below or any of the following methods.

  • By post: Konfidence Ltd, 27B Pennygillam Way, Launceston, Cornwall, United Kingdom, PL15 7ED
  • By phone: 01566 777887 (Monday to Friday, 9am to 5pm)
  • By email: customerservices@konfidence.com

And just in case you need it, our VAT Number is GB709286514 (it's always such a pain when you have to call companies for info like this!).

Please use the form below to contact us and we will respond to your enquiry as soon as possible.

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