Frequently Asked Questions

Below are some answers to questions we get asked frequently. The box on the left also contains some links to more detailed information on specific subjects. If you cannot find the answer to your question or would like further help then please feel free to give us a call or drop us an email - contact us.  

• Delivery
• Security and Privacy
• Returns
• Ordering
• My Account
• Wishlist, Reviews and Tags
• Gift Wrap and Gift Vouchers

Delivery

How long does delivery take?
Standard UK delivery takes 1-5 working days, UK next working day delivery takes 1 working day, please consult our delivery info page for International and Highlands and Islands delivery times. More Info...

How much does delivery cost?
Standard UK delivery is free on orders over £80, £4.50 on orders between £10 and £79.99 and £2.50 on orders below £10. More Info...

Do you ship products to countries outside the UK?
Yes, we can ship to the USA, Canada, Australia and most European countries, to obtain an international delivery quote please contact us. More Info..

My order has not arrived yet what should I do?
If your order has not been delivered within the specified delivery time then please let us know so that we can investigate it immediately.

What happens if I am not in when the delivery agent attempts delivery?
Within the UK we use a combination of Royal Mail and DHL to deliver your order. Both delivery agents will leave a card if they attempt a delivery and no one is at the address specified. The card contains instructions on how to arrange a re-delivery or collect the parcel from your local delivery depot. Please note that we can deliver your order to an alternative address such as a work place if this is more convenient. Simply specify a different delivery address when checking out.

Can you leave my parcel in a specified place?
In order to guarantee the security of your order our delivery partners will only leave your order with someone at the address specified, or in some circumstances with a neighbour if its deemed appropriate to do so. In addition next working day delivery always requires a signature.

Security and Privacy

Is this website safe and secure?
Yes, we use 128 bit SSL encryption to protect your personal information, our website is PCI compliant, we are part of the 'Verified by Visa' and 'Secure Mastercard' schemes and we do not store your card details. If you have any concerns about the security of purchasing on-line please feel free to give us a call and order over the phone. More Info...

Are my personal details kept private?
Yes, we do not pass on your details to any third party company. Occasionally we may pass your phone number onto our delivery partner however we will ask permission prior to doing so. More Info...

Returns

I am not happy with my purchase can I return it?

You can return any product to us within 7 days of receiving it, simply contact us for a returns authorisation number and so long as the product is unused we will refund your order within 30 days. More Info...

I have received a faulty product what should I do?
Let us know. We check all items prior to dispatch and package orders well to minimise the chance of damage in transit. However if you do receive a faulty item we are committed to resolving any issue as quickly as possible. More Info...

Ordering

How do I place an order?
You can place an order on-line by adding your desired products to your shopping bag and following the checkout process. Once the checkout process has been completed you will receive an order confirmation email with details of your order. Alternatively you can call us and place your order over the phone.

Can you provide an invoice?
Yes, you can raise a purchase order on-line (just let us know once your account is set up so we can enable this option), over the phone or via email.

A product is marked as out of stock, can I still order it?
No, to ensure that we do not disappoint customers our system will prevent out of stock items from being purchased. By all means give us a call and we can advise when the product will be back in stock or take an advance order, you can also sign up to be notified when a product comes back into stock from the product information page.

My Account

How do I view orders I have placed?
Follow the 'my account' link at the top of the page and click on 'my orders' link on the left hand side of the page once you are logged in.

How do I update my account information?
Follow the 'my account' link at the top of the page and then follow the appropriate link to update the relevant account information.

I have forgotten my password, what should I do?
Click the 'login' link at the top of the screen and click on the 'forgotten password' link, you will then be prompted to to provide your email address. Once you have provided your email address a new password will be emailed to you.

Wishlist, Reviews and Tags

How does the wishlist feature work?
Once you have an account set up you have the option to create a wishlist of products that interest you which can then be referred to at a later date or even shared with friends and family. This can be useful for creating a birthday or Christmas list or if you just want to keep a note of products that interest you.

How does the product reviews function work?
Once you have an account set up you have the option to add a product review. Product reviews are helpful for other customers as they provide an unbiased review of the product and can help other customers decide whether a particular product is what they are looking for. To review a product simply click on the review link in the product information page and include helpful details such as the quality, play value, educational benefit and value for money of the particular product in question.

What are product tags?
Product tags can be any words that are relevant to the particular product in question. By adding a relevant tag to a product you can make it easier for other customers to locate products and also give a greater insight to the product itself. For example you could add the tag 'machine washable puppet' to any of the baby puppets range, subsequently the puppet in question would be added to the search results of any customer searching our catalogue for machine washable puppets. Product tags can be added on the product information page.

Gift Wrap and Gift Vouchers

Can you gift wrap an item for me?
Yes we provide a gift wrap service. We have over 8 different gift wrap types for a variety of different occasions. Our gift wrapping service is charged at £3.00 per item. More Info...

Can I purchase a gift voucher?
Yes, you can purchase a gift voucher of any denomination. You have the option to purchase a virtual gift voucher which can be sent directly to a recipients email address with a personalised message or we can send a hard copy and card with the voucher directly to the recipient. More Info...