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Delivery & Returns Policy

Customers with queries about existing orders and returns or refunds can contact us by email to [email protected]

We only deliver within the United Kingdom.  We do not deliver to the Channel Islands, BFPO addresses or overseas. 

All of our orders are despatched for secure delivery and marked do not leave outside.  Please make sure that someone is home to accept delivery, request a different delivery date or designate a neighbour to accept the delivery for you. 

Standard delivery (UK Mainland):
Orders usually arrive within 3 to 5 working days (excludes Sunday and Bank Holidays) but please allow up to 5 working days. Deliveries are between 7 AM and 9 PM. Emails and text messages to advise you of delivery date and time and full online delivery management. No parcel shop delivery options are offered with the standard delivery option.  Safe and secure delivery with signature required. - £3.95

 Express Delivery (UK Mainland):
Express delivery to UK mainland addresses.  Text messages, emails and parcel designated parcel shop delivery options offered. Safe and secure delivery with signature or picture in an open doorway required.- £7.99
Orders must be placed before 12 noon Monday-Thursday for delivery within 1 to 2 working days (Monday to Friday delivery only between 7AM and 9PM).  Delivery times are from date of dispatch, not from date of order.
Orders placed before 12 noon on Friday will be delivered on Monday or Tuesday, or on Tuesday or Wednesday on Bank Holiday weekends. Orders placed after 12 noon on Friday, Saturday or Sunday will be dispatched the following Monday for Tuesday or Wednesday Delivery, except on Bank Holdays.
Please note that our Express service does not support delivery to The Highlands, Islands or Northern Ireland.
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Highlands, Islands and Northern Ireland - £14.99

Adverse Conditions

We reserve the right to change our order and delivery deadlines in the event of adverse weather conditions, road traffic accidents or unforeseen incidents affecting our courier’s ability to make deliveries.

Your Delivery

All orders are dispatched via couriers who deliver between the hours of 7am and 10pm Monday to Friday. All orders have a tracking number and require a signature. During busy periods, such as the Christmas season, delivery may be attempted slightly earlier or later than this window and couriers may deliver on weekends in busy times.

Please make sure that someone is available to take delivery of your order as we cannot be held responsible if our courier is unable to deliver your parcel(s) because there is no one available to sign for your order.  Any orders returned to sender will incur a courier charge of £9.50.  This will be deducted from any refund for the goods ordered in addition to the outbound delivery charge.  If you contact us to cancel the delivery of your order after it has been dispatched and request it be returned back to us you will incur the above return to sender charge of £9.50 per parcel plus the outbound delivery charge.

If our courier is unable to deliver your parcel because you are out, you will either receive an email (for express delivery only) or a card will be left at your delivery address advising you to reschedule the delivery.  Please note, if you change the delivery address after your order has been dispatched, such as to a parcel shop, delivery can take an additional one to two working days.  

If you make a special delivery request, for example Please leave next door or Please leave in the porch, please leave with neighbour etc we cannot guarantee that our courier will follow these instructions when a signature is required. We advise against special such delivery requests, in particular those asking that parcels be left in open or public areas, in porches, sheds and/or outdoors. Similarly, deliveries to businesses, hotels or other addresses that you may not be the person signing for the delivery are not advised. Any such special delivery requests are entirely at your own risk, you assume full responsibility and we cannot be held responsible if you do not receive your order.

Our couriers will email you (express delivery only) and/or leave a card if no one is home when they have tried to deliver your order. You are responsible for coordinating your delivery with the courier if you are not home for them to deliver.  Our couriers will make 2 attempts to deliver your order, a 3rd delivery attempt can be made but you will need to contact the courier within 24 hours of the previous delivery attempt to schedule this as it is not automatic. After 2 attempts if you have not reschudeled a 3rd delivery or after 3 attempts your order will be returned back to us. There will be a charge of £9.50 for the return which will be deducted from your refund in addition to the outbound delivery charge.

Lost or Damaged orders:  If our couriers lose or damages your order while it is in their possession we will send you a claim form to complete, sign and return back to us.  We cannot replace or refund you without a completed claim form.

Theft of Orders: If an order has been delivered by our couriers while you are not home and is left on your doorstep or within the boundary of your property and you are unable to locate it, this theft must be reported to the police just as any other crime would be.  You will be required to obtain a police incident number and return this to us along with a completed claim form. The courier's investigations department will use this incident number to liase with the police.

Incorrect Address/Delivery Details: you are responsible for ensuring that you provide the correct address and postcode for delivery. If you make a mistake when you place your order please contact us immediately.  If your order is delivered to an incorrect address because of mistakes made on the address you assume full responsibilty.  If our courier returns an order because you made a mistake with the address, postcode or delivery address your order willl be returned to us and the £9.50 per parcel returns fee charged by the courier plus the outbound postage charge will be deducted from your refund.

Our couriers notify you by email and text message (express delivery only) when they will be delivering your order and when it has been delivered. You must notify us by email within 48 hours of being notified of delivery if you have not received the delivery or if the order has been delivered items are missing or damaged. If your order has not been received within 6 days of placing your order please email us at [email protected] so that we can have our courier firm trace the package. We cannot accept claims for missing orders more than 6 days after the date of order as the courier firms have a 7 day limit on filing claims which starts from the date that they collectyour order from us.  If we send you a courier claim form it must be returned to us withing 3 days to meet the couriers claims deadline.

Please contact us if you have any questions about delivery or any other questions at all. We’re here to help.

If you have a particular delivery deadline or require email and text message delivery updates, we recommend you select our Express Delivery option.

Unfortunately we do not deliver to the Channel Islands, BFPO addresses or overseas.

At WoodenToyShop.co.uk, if a toy is displayed as In Stock, then you can be sure it is in stock. If we don’t have the toy, we won’t take your money. Occasionally we discover that items have been miscounted in our warehouse and are no longer in stock. If this happens we will refund your order immediately or send you any missing item(s) as soon as we have new stock - whichever you prefer.

Our No Quibble returns policy is detailed below:

Returns Policy

At WoodenToyShop.co.uk we understand how important it is to choose the perfect toy for each child and we aim to make your shopping experience as easy and pleasant as possible. As of October 1st 2015 under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations you have the right to cancel and return your purchase, without having to give a reason, within 14 days of receipt of your order. However, we offer a 30 days from date of purchase returns policy. Orders placed in October through December can be returned up until 15th January. However, we want you to have full confidence in all your selections so we operate a very simple yet fully flexible returns policy which incorporates the following features:

  • A full refund on all purchases: if you are not fully satisfied with any of your purchases you may return them to us within 30 days for a full refund.  We do not pay for the return postage costs. Add on services such as gift wrapping and express delivery charges are non refundable.  When returning an item please include a copy of the packing slip included with your order and write on it if you would like to exchange it or receive a refund.
  • Duty of Care. Customers have a duty of care towards all products during this time period and we advise that goods are returned with their original packaging to ensure that they are not damaged in transit. We recommend that you use a tracked signed for delivery service and ensure that your courier of choice has adequate compensation coverage to reimburse you if your return is lost or damaged.  We reserve the right to reject a return for refund or to reduce the sum refunded for goods which show evidence of use beyond the handling required to inspect items. As a rule of thumb, this means that you can inspect the goods as you would in a shop and return them in the same condition that you would expect to receive them. Flat pack items that have been opened and assembled are not returnable as they would not be in saleable condition as a new item or in the same condition that you would expect to receive them in.
  • Missing or Damaged Items: You must notify us by email within 48 hours of receiving your order if items are missing or damaged. If your order has not been received within 6 days of placing your order please email us at [email protected] so that we can have our courier firm trace the package. We cannot accept claims for missing orders or missing items more than 7 days after the date of order. If we send you a courier claim form it must be returned to us within 3 days in order to meet the couriers claims deadline. We cannot refund you or replace items lost or damaged by a courier without a completed and signed claim form.
  • Faulty, Damaged Goods or Missing Parts -   If a part is missing from a product, or a part is damaged, then a replacement part will be sent rather than an entire new product. In such cases there is no need to return an item. If you are able to send us photographs of the fault or damage we may be able to to replace the missing or damaged parts or items without asking you to return them to us. Please contact us by email to [email protected] regarding faulty or damaged items..

If you have any queries regarding returning any of your purchases please contact us via email at [email protected] or refer to the information and instructions below. 

Where do I send my returns?

Please return your order to the address shown on the front of your invoice or packing slip.

Send your returns, including a note containing your original receipt number and (if possible) the reason for return to the following address:

WoodenToyShop.co.uk Returns

Unit 4 Bee Mill

Preston Road

Ribchester

Lancashire

PR3 3XJ

Please retain proof of postage for your return. This will allow you to track your package if it fails to arrive on time at our returns centre.

How long will it take to process my refund?

Refunds are processed within 14 days of receipt of your return to our warehouse. (In practice refunds are generally processed the same day as a return is received.) During November and December returns may take up to 14 days to refund.  Special order items such as gift wrapping and express delivery charges are not refundable. When we issue a refund you will receive an email advising you of this.  It will take your bank 3 working days (Monday through Friday) to credit your account from the date that we process your refund.