Question 1

Managing profiles for siblings

Accepted Answer

You can create an unlimited number of profiles within your account. When browsing, simply toggle between your children's profiles at the top of the catalogue to instantly shift the size recommendations and aesthetic filters to match that specific child.

Question 2

Updating growth curves

Accepted Answer

Children grow rapidly. We recommend updating your child's height measurement in the dashboard every 3 months. The algorithm will automatically adjust its recommendations, instantly adapting your shopping experience to their current size.

Question 3

Privacy of your child's data

Accepted Answer

The profiles you create in 'My Children' are heavily encrypted. We use this data exclusively to power your personalized sizing recommendations. We never use this data for marketing, nor do we share it with third parties.

Question 4

How the Sizing Algorithm works

Accepted Answer

The 'My Children' intelligence is our proprietary algorithm. By analyzing the exact measurements of hundreds of designers against the precise height and age profile you build for your child, it instantly filters out garments that run too small or too large, ensuring a perfect fit upon delivery.

Question 5

Gift Exchange Policy

Accepted Answer

If you receive a gift from Tinyo that is the incorrect size, you may exchange it without notifying the original purchaser. Contact our concierge with the order number found on the gift receipt, and we will issue the refund as store credit to your personal account.

Question 6

Are prices removed from gifts?

Accepted Answer

Absolutely. Whenever an order is marked as a gift, all original price tags are meticulously removed from the garments. A specialized gift receipt, entirely devoid of pricing information, is included in the package to allow for seamless exchanges.

Question 7

Adding a Luxury Gift Message

Accepted Answer

During checkout, select 'This is a Gift'. You will be prompted to type a personal message. This note will be hand-written by our team on heavy-stock, debossed Tinyo stationery and enclosed in a sealed envelope within the parcel.

Question 8

Cancelling a Pre-Order

Accepted Answer

Pre-orders can be cancelled for a full refund at any time before the item enters the fulfillment queue. Simply navigate to your Account Dashboard, locate the pending order, and select 'Cancel Pre-Order'.

Question 9

Joining a Waitlist for sold-out items

Accepted Answer

If an item you desire is sold out in your child's size, click 'Join Waitlist'. If a return is processed or we secure a restock from the designer, you will receive an automated, time-sensitive email granting you 2 hours to purchase before the item is released publicly.

Question 10

How do Pre-Orders work?

Accepted Answer

For highly anticipated designer collections, we offer pre-order windows. When you pre-order, your card is charged immediately to secure the allocation. The expected dispatch date is clearly stated on the product page and is subject to the atelier's delivery schedule.

Question 11

Requesting a tailored lookbook

Accepted Answer

If you lack the time to browse, simply email our styling team with your child's age and the occasion (e.g., 'Summer holiday in Positano'). Within 24 hours, we will compile a bespoke, shoppable digital lookbook containing curated, perfectly matched outfits.

Question 12

What is the VIP Concierge Service?

Accepted Answer

Our VIP Concierge is available to our most frequent clients. It offers priority handling, first access to highly limited drops, and a dedicated personal shopper who can actively source out-of-stock items directly from designer ateliers.

Question 13

Booking a Virtual Styling Appointment

Accepted Answer

Clients who have created an account gain access to our complimentary Virtual Styling service. Book a 30-minute video consultation with our in-house experts to curate a seasonal wardrobe tailored to your child's specific lifestyle and upcoming events.

Question 14

Our Zero-Plastic Packaging Promise

Accepted Answer

Our bespoke delivery boxes, tissue paper, and even the adhesive tape used to seal your parcel are 100% biodegradable and recyclable. We have entirely eliminated single-use plastics from our fulfillment centers.

Question 15

Ethical Manufacturing and Fair Wages

Accepted Answer

We do not support fast fashion. Every brand featured on Tinyo must pass a rigorous audit proving their supply chain is free of child labor, forced labor, and guarantees fair, living wages to their artisans, primarily based in Portugal, Italy, and the UK.

Question 16

Our Commitment to Organic Materials

Accepted Answer

Tinyo mandates that at least 80% of all cotton garments sold on our platform hold Global Organic Textile Standard (GOTS) certification. This ensures no synthetic pesticides or toxic dyes touch your child's skin or pollute the environment during manufacturing.

Question 17

Silk Care Instructions

Accepted Answer

Our pure silk garments should be professionally dry-cleaned to maintain their luster. If hand-washing is absolutely necessary, use cold water and a pH-neutral detergent. Do not soak for more than 5 minutes. Rinse with a few drops of white vinegar to restore shine, and iron on the lowest setting while damp.

Question 18

Caring for Merino Wool

Accepted Answer

Merino wool is naturally antibacterial and odor-resistant, meaning it requires less frequent washing than cotton. When necessary, use a wool-specific detergent on a cold, delicate machine cycle. Never tumble dry. Pilling is natural; use a cashmere comb to gently remove surface bobbles.

Question 19

Preserving Linen Garments

Accepted Answer

Linen becomes softer with every wash, but its loose weave requires gentle handling. Wash on a cold, delicate cycle. To maintain its crisp, natural texture, iron the garment while it is still slightly damp using a medium-hot iron with steam.

Question 20

Are Archive Sale items returnable?

Accepted Answer

Yes. Unlike many luxury retailers, we believe you should never be penalized for shopping an archive sale. Items purchased during our bi-annual sales are subject to the exact same 30-day return mandate as our core collections.

Question 21

Returning items purchased with a Gift Card

Accepted Answer

If you return an item that was paid for partially or entirely with a Tinyo Gift Card, the refunded amount will be credited back to your digital Gift Card balance first. Any remaining refund amount will then be credited to your secondary payment method.

Question 22

Eco-Friendly Packaging Options

Accepted Answer

At checkout, you may select our 'Minimalist Eco-Packaging' option. While our standard bespoke packaging is entirely recyclable, the minimalist option removes the hard presentation box in favor of a soft, organic cotton dust bag to further reduce carbon footprint during transit.

Question 23

Global Shipping Beyond the EU

Accepted Answer

For clients outside the UK and EU, we utilize DHL Express for fully tracked international delivery. Please note that for rest-of-world destinations, import duties and local taxes are the responsibility of the recipient and are not calculated at checkout.

Question 24

Requesting a specific brand

Accepted Answer

We highly value our clients' refined tastes. If there is a particular niche luxury brand you wish to see on our platform, please inform our concierge team. Our buyers actively review client requests during market weeks.

Question 25

What is an 'Archive Sale'?

Accepted Answer

Our Archive Sales are bi-annual events where we clear past seasonal inventory to make room for new drops. These pieces are still flawless, but they are from previous seasons and are offered at a curated reduction.

Question 26

Understanding 'Core' vs 'Seasonal' Collections

Accepted Answer

Core Collections represent the timeless essentials—garments that are permanently stocked and never go on sale. Seasonal Collections are avant-garde drops specific to Autumn/Winter or Spring/Summer and are produced in strictly limited quantities.

Question 27

Authenticity Guarantee

Accepted Answer

Every garment sold on Tinyo.uk is 100% authentic. We hold direct, authorized wholesale accounts with every luxury house featured on our platform, entirely eliminating the risk of counterfeit goods.

Question 28

How we select our designers

Accepted Answer

Our buying team travels extensively to vet our partners. We look for uncompromising ethical manufacturing, sublime fabric quality, and a minimalist aesthetic. We curate out the noise, presenting only the absolute pinnacle of children's fashion.

Question 29

Price Matching Policy

Accepted Answer

Because we curate highly exclusive collections and operate our own bespoke fulfillment network, we do not price match against third-party retailers or department stores.

Question 30

First-time purchase benefits

Accepted Answer

We occasionally offer a welcome benefit for clients establishing their first account and subscribing to our journal. This unique code is automatically emailed to you upon registration and is valid for 14 days.

Question 31

Why is my promo code not working?

Accepted Answer

Ensure the code is typed exactly as provided (they are case-sensitive). Common issues include: the code has expired, it has already been used, or the items in your cart belong to a 'Core Collection' which is exempt from discounting.

Question 32

Our stance on sales

Accepted Answer

In alignment with our quiet luxury philosophy, Tinyo does not participate in frequent, aggressive discount cycles. We host highly curated seasonal archive sales twice a year. Subscribers to our Editorial Journal receive 24-hour early access.

Question 33

Applying Promotional Codes

Accepted Answer

Promotional codes can be applied at the checkout screen. Only one code can be utilized per order. Codes cannot be applied retroactively to orders that have already been placed and authorized.

Question 34

Can I refund a gift card?

Accepted Answer

Gift cards are strictly non-refundable and cannot be exchanged for cash under any circumstances. If you return an item purchased with a gift card, the refund will be credited back to the original gift card balance.

Question 35

Checking your gift card balance

Accepted Answer

You can check your exact remaining balance at any time by navigating to the Gift Cards section in the footer, entering your card number, and clicking 'Check Balance'. Alternatively, our concierge can verify it for you.

Question 36

Gift card expiration policies

Accepted Answer

Our gift cards do not expire. They remain valid until the balance reaches zero, granting the recipient the freedom to curate their child's wardrobe at their own pace over multiple seasons.

Question 37

How to redeem your gift card

Accepted Answer

At the checkout stage, enter your unique 16-digit alphanumeric code into the 'Gift Card or Promo Code' field. The balance will be instantly deducted from your order total. Any remaining balance will be saved to your account for future use.

Question 38

Purchasing a Digital Gift Card

Accepted Answer

A Tinyo Gift Card is the ultimate gesture of refined gifting. Available in denominations from £50 to £1000, they are delivered instantly via email with a customizable luxury digital envelope and personal message.

Question 39

Identifying phishing attempts

Accepted Answer

Tinyo will never ask for your password or full credit card number via email. All official communications will originate from an @tinyo.uk domain. If you suspect an email is fraudulent, forward it to our security team immediately.

Question 40

Managing communication preferences

Accepted Answer

We believe in quiet luxury, which means no spam. You can meticulously control what emails you receive—from exclusive sale alerts to editorial journals—in the 'Preferences' section of your dashboard.

Question 41

Two-Factor Authentication (2FA)

Accepted Answer

For elevated security, you can enable 2FA within your settings. Upon login, a unique, time-sensitive code will be sent to your mobile device, ensuring that only you can access your order history and saved payment methods.

Question 42

How to delete your account

Accepted Answer

You maintain full sovereignty over your data. To permanently delete your account and all associated history, navigate to Account Settings > Security > Request Data Deletion. This action is irreversible and executes immediately.

Question 43

Our Data Protection Guarantee

Accepted Answer

Your privacy is paramount. We employ military-grade encryption for all personal data. We are strictly GDPR compliant and categorically refuse to sell your information to third-party data brokers or marketing networks.

Question 44

Leather footwear maintenance

Accepted Answer

Wipe leather shoes with a slightly damp cloth to remove dirt. Condition the leather monthly with a high-quality natural cream to prevent cracking. Always use a shoe horn when putting them on to protect the heel counter structure.

Question 45

Removing stubborn stains

Accepted Answer

Act immediately. Gently blot the stain with a clean, damp cloth; never rub, as this pushes the pigment deeper into the fibers. For organic materials, avoid harsh chemical bleaches. We recommend consulting a professional eco dry-cleaner for severe blemishes.

Question 46

How to store seasonal garments

Accepted Answer

When storing garments out of season, ensure they are perfectly clean—even invisible stains attract moths. Fold knitwear rather than hanging it to prevent stretching. Store in breathable cotton garment bags alongside natural cedar blocks or lavender sachets.

Question 47

Washing Organic Cotton

Accepted Answer

Our organic cotton is highly durable but sensitive to high heat. Machine wash at 30°C on a gentle cycle. Avoid biological detergents containing optical brighteners as they degrade natural dyes. Tumble drying is not recommended; air dry to preserve structural integrity.

Question 48

Caring for Cashmere

Accepted Answer

Cashmere demands respect. Never machine wash. Hand wash gently in cool water using a specialized cashmere shampoo. Do not wring or twist; press the water out gently. Lay flat on a clean towel to dry, away from direct sunlight or heat sources.

Question 49

Returning faulty or incorrect items

Accepted Answer

Our garments undergo rigorous quality control. However, if you receive a flawed piece, please contact our concierge team immediately with photographic evidence. We will arrange an expedited replacement and a complimentary priority return label.

Question 50

Exchanging for a different size

Accepted Answer

If you require a different size, we recommend initiating a standard return for a refund and simultaneously placing a new order for the correct size. This guarantees the item won't sell out while your return is in transit.

Question 51

When will I receive my refund?

Accepted Answer

Once our quality assurance team receives and inspects the returned garments (typically within 48 hours of arrival), your refund is immediately processed. Please allow 3-5 business days for the funds to clear back to your original payment method.

Question 52

How to initiate a return

Accepted Answer

Log into your account, select 'Initiate Return' next to the relevant order, and choose the items you wish to send back. A prepaid, printable courier label will be generated instantly. Package the items securely in their original bespoke packaging.

Question 53

Our 30-Day Return Mandate

Accepted Answer

We offer a generous 30-day return window from the date of delivery. To qualify for a full refund, garments must be unworn, unwashed, devoid of any odors, and possess all original Tinyo and designer tags still attached.

Question 54

Requesting an invoice

Accepted Answer

A digital receipt is immediately emailed upon purchase. If you require a formal VAT invoice for accounting purposes, simply navigate to your Order History, select the order, and click 'Download Official Invoice' (PDF format).

Question 55

Why was my payment declined?

Accepted Answer

Declines are entirely handled by your issuing bank. Common reasons include mismatched billing addresses, triggered fraud algorithms for international purchases, or insufficient funds. We recommend contacting your bank's authorization department to clear the transaction.

Question 56

Understanding VAT and Taxes

Accepted Answer

For UK orders, children's clothing is zero-rated for VAT. For EU orders, local VAT rates are applied dynamically at checkout based on your delivery destination. You will always see the fully landed cost before completing your purchase.

Question 57

Modifying an existing order

Accepted Answer

Our fulfillment team operates with extreme velocity. You have exactly a 30-minute window after placing an order to modify sizes or cancel it entirely via your Account Dashboard. After this window, the order enters the picking phase and cannot be altered.

Question 58

Accepted Payment Methods

Accepted Answer

Tinyo accepts all major credit cards including Visa, Mastercard, and American Express. All transactions are securely routed through our PCI-compliant Securepaycard widget. We do not store your raw card details on our servers at any time.

Question 59

What happens if I miss my delivery?

Accepted Answer

Our courier partners will typically attempt delivery twice. If both attempts fail, the parcel will be held at a secure local depot for 5 days before being returned to us. Please use the courier's tracking portal to reschedule delivery if you anticipate being unavailable.

Question 60

Do you ship to P.O. Boxes?

Accepted Answer

Due to the high value of our garments and our requirement for a delivery signature, we strictly cannot deliver to P.O. Boxes or freight forwarding addresses. A residential or verified business address is required.

Question 61

Tracking your luxury parcel

Accepted Answer

Once your order departs our fulfillment center, you will receive a tracking manifest via email. You can also view real-time GPS tracking by logging into your Account Dashboard and selecting the specific order under 'Order History'.

Question 62

European Union Shipping

Accepted Answer

We utilize an expedited cross-border network for our EU clients. Transit times range from 3-5 business days depending on the destination country. All import duties and taxes (DDP) are calculated and collected seamlessly at checkout, guaranteeing no unexpected fees upon delivery.

Question 63

UK Delivery Options

Accepted Answer

We offer two premium tiers for UK mainland: Standard Delivery: 2-3 business days. Next Day Courier: Delivered the following business day if ordered before 2 PM GMT. All parcels are fully tracked and require a signature upon arrival.

Question 64

Understanding 'Relaxed Fit' vs 'Tailored Fit'

Accepted Answer

A Relaxed Fit implies the garment is cut generously to allow for layering and fluid movement, typical of our knitwear. A Tailored Fit is structured closer to the body, common in our formalwear and shirting. Both adhere to our core sizing blocks.

Help Center

The 'My Children' intelligence

Gifting services

Pre-orders & waitlists

Personal styling & concierge

Sustainability & ethics

Product care

Returns & refunds

Shipping & delivery

Brands & collections

Promotions

Gift cards

Account & security

Orders & payments

Size & fit guide

Getting started

Popular Articles

Managing profiles for siblings

Updating growth curves

Privacy of your child's data

How the Sizing Algorithm works

Gift Exchange Policy

Are prices removed from gifts?

Adding a Luxury Gift Message

Cancelling a Pre-Order

Still need assistance?

Help Center

The 'My Children' intelligence

Gifting services

Pre-orders & waitlists

Personal styling & concierge

Sustainability & ethics

Product care

Returns & refunds

Shipping & delivery

Brands & collections

Promotions

Gift cards

Account & security

Orders & payments

Size & fit guide

Getting started

Popular Articles

Managing profiles for siblings

Updating growth curves

Privacy of your child's data

How the Sizing Algorithm works

Gift Exchange Policy

Are prices removed from gifts?

Adding a Luxury Gift Message

Cancelling a Pre-Order

Still need assistance?