Help & FAQs

Parenting is tough enough, so if you need anything at all, we’re here to help!


Before you contact us we may already have the answer to your question in our Frequently Asked Questions.


Our Customer Care opening hours are:

10am-4pm Monday - Friday
Saturday, Sunday, Bank Holidays & Days of Eid - Closed

If you contact us outside these hours, we’ll do everything we can to respond ASAP, but we really appreciate your patience.

Here’s how to get in touch:
Email –
Social – Instagram @onceuponadua_official
Post - Once Upon A Dua Ltd, PO Box 79813, LONDON, E1W 9TT


1. General Questions

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Are you a UK company?
Are you VAT registered?
What ages are your products for?
Personalised gift orders | How long will it take to receive my personalised order?
I've emailed you but haven't had a response
Can there be a difference in color between the product photograph on the website and the actual product?

2. Before placing an order with OUAD

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Can I add a Gift Message to my Order?
Do you offer Gift Wrapping?

3. Checkout

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Do you offer a first order discount?
My payment didn't go through but you seem to have charged me.
I'm seeing a pending transaction on my bank statement, but my payment was declined.
Why do I see an extra £1.00 charge on my statement?
What is Secure Customer Authentication? Why does my bank require it?

4. I’ve just placed an order

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I've just placed an order and realized I want to add something. Can I add to my order?
Can I cancel my order?
Can I change my Delivery option from Standard to Next Day, or Vice Versa?

5. UK & International Orders

1 article in this topic

How much does delivery cost? Do you deliver worldwide?