Checkout+ | Free returns & package protection
Free returns and protected delivery, in one tick
Add Checkout+ at checkout for a prepaid UK return label, plus cover if your parcel is lost, damaged, or stolen on its way to you.
Shop knowing you're covered both ways
Free returns
Wrong size or change of heart? Send it back on a prepaid label. No return postage to pay.
- Prepaid label on eligible UK Checkout+ orders
- Start a return in our returns portal
- International return postage isn't included
Delivery protection
If your parcel goes missing, arrives damaged, or is taken from your doorstep, claim online and Swap will sort a replacement or refund.
- Lost in transit
- Damaged on the way
- Stolen after delivery
Fast resolution
File a claim online in a few clicks. Swap reviews it and aims to get back to you quickly, often within 48 hours, with a replacement or refund.
Three simple steps
Tick Checkout+
Choose it at checkout. The price is based on your basket and shown before you pay. Skip it if you'd rather.
We send it protected
Your order travels covered, and your free UK return label is ready if you need it.
Return or claim online
Use the returns portal to send something back, or the claims portal if your parcel has a problem.
With and without Checkout+
| Checkout+ | Standard | |
|---|---|---|
| Prepaid UK return label | Included | You pay postage |
| Lost parcel cover | Included | — |
| Damaged in transit | Included | — |
| Stolen after delivery | Included | — |
| Online claims portal | Included | — |
Questions, answered
Need to send something back or report a parcel problem? Head straight to the right place.
Start a returnReturns portal→ Make a claimLost, damaged or stolen→What is Checkout+?
Checkout+ is an optional add-on at checkout, powered by Swap. It bundles free UK domestic return labels with package protection for loss, damage, or theft in transit — in one opt-in.
How do I add Checkout+ to my order?
Checkout+ appears as an optional add-on when you check out. Select it to add it to your order. If you prefer not to, leave it unselected or remove it before placing your order.
Does Checkout+ include free returns?
Yes. On opted-in UK domestic orders, eligible returns use a prepaid return label so you don’t pay return postage. Start your return via https://returnsportal.shop/merino-kids-uk. International return labels are not covered by Checkout+ unless we say otherwise at the time.
Help! I added Checkout+ by mistake.
You can remove it before placing your order. If you’ve already ordered and the order hasn’t been despatched, contact our team and we’ll help where we can.
How long do I have to make a claim?
If tracking shows “Delivered” but you didn’t receive it, please allow a few days before claiming. For parcels presumed lost (not marked delivered), wait several days from the last tracking update. All claims must be submitted within the window set in Swap’s terms (typically within 30 days of order).
I need to make a claim — what do I do?
Open https://claimsportal.co/merino-kids-uk with your order number and email, then follow the steps. Swap’s team reviews claims and will contact you about the outcome.
What happens after my claim is submitted?
Swap reviews the claim and aims to get back to you quickly (often within 48 hours) with next steps, which may include a replacement or refund depending on availability and the claim outcome.
Can my claim be rejected?
Claims can be declined if they’re outside the claim window or if the service appears to be misused. Full terms are set by Swap.
Is Checkout+ the same as Merino Kids' product guarantee?
No. Checkout+ is separate from Merino Kids' own product guarantee / returns policy. Checkout+ covers transit issues and free UK returns on opted-in orders — not product defects already covered by our guarantee / returns policy.
Does Checkout+ cover international orders?
Package protection may still apply where offered at checkout. Free return labels under Checkout+ are modelled for UK domestic orders.
Checkout+ is provided with Swap. It is a support and claims service for opted-in orders, not a consumer insurance policy sold by Merino Kids. Free returns apply to eligible UK domestic returns on Checkout+ orders. Merino Kids' product guarantee and returns policy remain separate.
