1.Where are you dispatching my order from and how long will it take to arrive?
We stock and dispatch the majority of our products from our U.K. headquarters, or bulky items from our warehouse in Germany.
Super saver delivery takes approximately 5-7 working days or less for delivery, unless stated otherwise on the individual product pages. Priority delivery usually takes up to 1-2 working days. Upgrading to our priority service means your order will be prioritised above others which shortens the usual handling time. Please note our delivery times are not guaranteed however the majority of our parcels arrive on time. We do not offer compensation in the event of a late delivery. During busy seasonal periods e.g. Christmas, we always recommend placing your orders in good time. Ball pits can take 2 weeks, or up to 3-4 weeks during the Christmas period.
2.Who will deliver my parcel?
We use the shipping companies Parcelforce (bulky items) and Royal Mail. This will depend on the size and weight of your order. Please do not make a purchase unless you are happy to accept a service from these shipping companies. As a Royal Mail business account member we are proud that all of our parcels are managed through the business account tracked postal service. This means that parcels are scanned at every stage of their journey by a GPS (Global Positioning Scanner) so you will always know where your parcel is. You will also receive the tracking information by email and SMS (if you opt to leave a mobile number) to follow the journey of your order from beginning to end. On the day of your delivery, orders dispatched by Royal Mail will benefit from a two hour delivery window, so you can know exactly when to expect your order. If you are not at home, or your parcel cannot be securely delivered through your letterbox, you can be rest assured that your parcel will be taken to your local sorting office. If there are any problems we have a dedicated Royal Mail customer account manager who will thoroughly investigate any issues.
Please note, if you have ordered more than one product, you may receive more than one delivery. For example, large bulky items or items requiring personalisation are often shipped separately. Please allow 7 working days for your order (or the time specified) to be fully completed before contacting us.
3.How much are your shipping charges?
Our shipping rate is £3.60 or £6.99 for priority handling. We try to competitively price our shipping which also encompasses a complimentary gift wrap service where appropriate for many of our products. Express shipping is available on many of our items. If your items are eligible for express shipping, this option will automatically be displayed and offered to you at checkout.
Unsuccessful deliveries will be held at your local delivery office for 7 days. If the item is not collected it will be returned to us*** and a refund will be processed (less delivery charges). If you qualified for free delivery a flat rate charge of £2.99 will be deducted from your refund for clothing and accessories, or £10.00 if your order contained a ball pit. If you require redelivery this will incur a £2.99 charge for clothing and accessories or £10.00 charge for ball pits. We hold the right to refuse redelivery or future orders you might place in the case of repeated delivery failure.
***We do not take responsibility for the loss of parcels which are not successfully returned as a result of failure to report the parcel as missing within 14 days of placing an order (see section 7).
4.Can I send my order as a gift?
We do not include invoices or prices in our parcels therefore you can confidently send directly to a friend or family member. Our returns service is paperless and in order to initiate a return you must email us for further instructions email@example.com. Please see our returns policy page for more information.
5.How will my parcel be packaged?
Clothing and accessories are neatly folded and tissue wrapped. Our shipping bags are unbranded and plain blue polyplastic material. Although we try to use a minimal amount of plastic we also need to ensure waterproof carriage. Bulky items will be plastic wrapped and arrive in cardboard boxes.
6.My delivery is late. What should I do?
For standard shipping, on time delivery is within 7 working days for all products apart from nursery furniture or large bulky items which are estimated to arrive in 2 weeks. We meet our on time delivery target 97% of the time, however due to COVID-19 we are aware of courier delays. Delays also occasionally occur due to stock inventory errors, seasonal pressures or (as a small family business centred around our two young children Tilly (3) and Reuben (0) we may experience unexpected events that impact our processing speeds. If this is the case we will email you to inform you of this. All other delays are usually beyond our control due to courier delays. If ordering for an occasion we recommend selecting priority delivery where available, or for items where this is not available ensuring you have plenty of time to receive the parcel. In the case of lost items, this also ensures we have time to send out a replacement item to you.
7.My parcel has not arrived? What should I do?
As a Royal Mail Business Account customer we are proud to announce that all of our parcels are sent by a premium secure service which includes GPS (Global Positioning) scanning at every point of the journey. As a result, you can be reassured that loss is extremely rare. Most customers usually locate their parcels at their local sorting office or with another member of their household.
Therefore if your order has not arrived please take the following steps:
If the tracking indicates delivery, please check with members of your household before contacting us. Then please ask at your local Royal Mail sorting office. As 95% of our parcels are delivered by your regular postman, it is also helpful to ask them about the delivery.
If the parcel remains missing then please notify us within 14 days of your order at firstname.lastname@example.org and include your order number. We will then escalate the issue to our dedicated Royal Mail account manager. As the parcel is scanned at every stage of the journey they will contact the last person who scanned the parcel and identify the last scanned GPS location point.
Please note: We do not provide refunds, replacements or compensation for lost parcels. We send our parcels by one of the world’s most secure tracked business services in order to prevent loss or damage and therefore loss is extremely rare. Parcels are tracked moment by moment through GPS barcode scanning at every point of contact, so that we can even provide you with a specific delivery time (within two hours). We will seek compensation from the courier company for loss which will be reimbursed to you if granted. Please note that if the last GPS position was at the designated address assigned for delivery the Royal Mail are unlikely to agree compensation for your order.
Once our 14 day sales policy period has passed we may not be able to provide the evidence you require to submit a missing parcel claim.