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All bold green text shown on this page - and throughout this website - is a clickable link. To go to information for that topic, simply click on the green text.
Important information (please read before placing your order):
It is with considerable regret we are unable to send orders to Canada or the USA . However, if US or Canadian customers would like to make purchases for family or friends in the UK we are happy to be able to process these orders.
For all orders requiring delivery outside mainland UK and Northern Ireland, please use our overseas delivery quote form or contact us by email or telephone prior to placing your order, as delivery surcharges do apply to orders for overseas destinations. Please also read our information about overseas deliveries below.
All posted orders must be signed for at their destination.
We are only able to accept payments from UK banks and in GB Pounds.
As with any product, it's not possible to 100% guarantee against any skin, or other, adverse reaction, simply because everyone's different. However, our organic products offer the purest options for sensitive, delicate or eczema/allergy-prone skin and therefore minimise the likelihood of this. We do have customers who buy our toys specifically to address allergies and skin sensitivities and who have reported great success stories with the organic toys and the skincare products we stock.
Please click on any of the green text links below to take you directly to more detailed information on that topic:
Security
Ordering with Paypal
Ordering and Payment Methods
Stock Availability
Delivery Times
Delivery Information
Overseas deliveries (outside mainland UK and Northern Ireland)
Collecting Orders From Us
Returns and Exchanges
Terms and Conditions
The most important matter first... SECURITY
We’re committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure we use suitable physical and electronic procedures to safeguard and secure the information that you provide online via our website.
We offer a choice of trusted payment processing companies, including RBS WorldPay, Paypal (via WorldPay) and Google Checkout, to securely process payment of your order, ensuring your card details are SSL (secure socket layer) encrypted to the highest level available during transmission. Your full payment details are never shared with us. We only know whether or not a transaction has completed successfully.
These payment processing companies have procedures in place to automatically cancel an order if their anti-fraud detection systems have reason to suspect a transaction is fraudulent. As strongly advised by all payment facility providers, we take precautions to protect cardholders and ourselves against fraudulent transactions. In keeping with payment facility providers' anti-fraud guidelines, we may ask for proof of ID, address or signature if we have reason to suspect a transaction may have been made without the cardholder's knowledge or permission. We reserve the right to cancel an order if we have reason to suspect a fraudulent transaction.
ORDERING WITH PAYPAL
Please note that Paypal transactions on our website are processed by RBS WorldPay. Therefore, if you would like to pay for your order using Paypal please select the RBS WorldPay option first, from where the Paypal option will then be offered.
ORDERING AND PAYMENT METHODS
When ordering, please ensure you provide at least one valid telephone contact number and, if possible, a valid e-mail address so that we can confirm acceptance of your order and to notify you when your order has been despatched. We may need to discuss your order, for example, if any stock availability issues affect you. So please do provide a valid number so that we can avoid unnecessary delays in sending out your order, if we need to speak to you about it first for any reason. We won't pass your number to any other parties or pester you with unsolicited sales calls!
On-line:
You can place your order securely on-line using all major debit cards and credit cards, through RBS WorldPay, Paypal or Google Checkout (please see our Security policy above). Please note that if you would like to pay by Paypal, you need to select the WorldPay option first at Checkout!
Telephone:
Alternatively, you can order from us securely by telephone on 01843 600023. This method of payment is also processed by RBS WorldPay.
By post:
If you prefer to order by post, please click here to print off our order form which can then be posted with your cheque or postal order to us at The Organic Toy Company Ltd, Jasmine Cottage, Gladstone Road, Broadstairs, Kent, CT10 2HZ. Please contact us first though if you would like to pay by cheque or postal order. Please note that banks will be phasing out cheques in 2012.
Please don’t send cash through the post!
STOCK AVAILABILITY
From time to time, an item may be out of stock, particularly around busy times like Christmas. If you order a toy which isn’t in stock, we’ll contact you to see if you’re happy to wait for it, or if you’d prefer to cancel all, or part, of your order.
Many of our toys come back into stock very quickly but some can take several weeks in cases where they are hand made. Please feel free to telephone us prior to ordering, if you’d like to check stock availability, or if a product is stated as out of stock, as it may be expected to be available again imminently!
DELIVERY TIMES
We never just plonk your order in a box and bundle it off for despatch!
We take time and care to ensure the items you've ordered leave us in perfect condition (as much as manufacturer's packaging allows) and we do our very best to make each individual customer's shopping experience with us a personal and entirely positive one. Despite the additional time this level of care takes, most orders are despatched on the same day of receipt of cleared payment. This is subject to receiving your order during normal working hours and stock availability, but to be on the safe side, we do ask you to allow 2-3 working days for goods to be despatched. If an item is out of stock, or if we anticipate any possible delay in sending your order, we will try to reach you by telephone or alternatively, by e-mail. Delivery within mainland UK is usually the next working day following despatch, although this is not guaranteed. Overseas delivery times vary, depending on the destination country, but we can advise you of the carrier's guideline delivery times when you contact us for overseas delivery costs.
DELIVERY INFORMATION
Please note:
All deliveries, whether to UK or overseas addresses, need to be signed for at their destination. We are therefore unable to deliver to PO Box addresses. If you require multiple delivery destinations, each separate delivery address will attract separate delivery charges, so please enter items for each address as separate orders.
Standard delivery:
All references on this website to our standard delivery charges means 1st class Recorded Delivery to addresses within mainland UK and Northern Ireland only. Our standard delivery charge is £3.50 per destination. Surcharges do apply for specially requested mail services or destinations outside standard delivery areas. Please use our overseas delivery costs form or contact us to establish these costs, prior to placing your order and see our Overseas Deliveries information below.
We have not raised our postage costs through two Royal Mail price increases and do our very best to maintain this charge. As we despatch by 1st Class Recorded Delivery this charge represents excellent value for money. Your parcel will usually reach you very quickly (usually the next working day after despatch) and on the extremely rare occasions that one of our parcels has gone missing in the postal system, it has proven to be much easier for Royal Mail to identify, locate and deliver a delayed parcel as it will carry an unique reference number.
Free delivery:
We offer free delivery for orders of £120 and over (to addresses within mainland UK and Northern Ireland only).
Delivery services:
All orders will need to be signed for at their destination. We usually use Royal Mail’s 1st Class “Recorded Signed For” post for orders weighing under 1kg and various Royal Mail services or other carriers for heavier parcels.
Royal Mail's UK delivery time guidelines for 1st Class Recorded Delivery state 1-2 days, but we do find that the majority of mainland UK orders arrive the next working day after despatch. For overseas deliveries, please contact us for delivery costs and times to the required destination country. We usually use Royal Mail's "International Signed For" delivery service for overseas deliveries. Please do read our Overseas Delivery information below
Please note none of the stated delivery times are guaranteed and we can't be held liable for delays once orders are in transit. Whilst we will always do our utmost to despatch your orders as swiftly as we possibly can, please allow for delays within the postal system during busy periods such as Christmas and during postal strikes. Please contact us for availability and charges for a Guaranteed Next Day Delivery Service.
For orders weighing over 1kg, delivery times may vary, depending on the service used, but generally we’d expect your parcel to reach you within 1-5 days of despatch. Please do contact us if your parcel hasn't arrived within one week of having received notification from us that your order has been despatched.
Guaranteed next day delivery:
If you need your order in a hurry and would like a guaranteed next day delivery service, please telephone us on 01843 600023, prior to placing your order as conditions and surcharges will apply. (Please see our information about Payment of Surcharges below). We will always do our utmost to accommodate specific delivery service requests but we cannot guarantee that we will be able to meet this on every occasion. Please note though that it is company policy to use a delivery service which requires a signature on delivery for all mailed orders (UK and overseas).
Damaged outer packaging on arrival:
If the outer packaging has been damaged in transit, please ensure you state this, in writing, alongside your signature of receipt, to enable a claim if the goods inside have been affected.
OVERSEAS DELIVERIES - outside mainland UK and Northern Ireland:
If you require delivery to any other region outside mainland UK and Northern Ireland, please contact us for delivery costs prior to placing an order, as these areas do not qualify for our standard delivery charge or free delivery offers. WE REGRET WE ARE UNABLE TO DELIVER ANY ORDERS TO THE USA OR CANADA.
All orders placed through the website will automatically have our standard UK charge of £3.50 applied (even if choosing a non-UK delivery destination) but further charges will be payable in addition to the £3.50 charge, for overseas (or guaranteed next day) deliveries. In order to keep overseas delivery costs to you as low and as fair as possible, we need to provide each customer individually with the extra cost to send to an order to the required overseas delivery destination. When you contact us for these cost, we will need to know which items you would like to order and to which country they are to be sent, so that we can weigh your entire order with packaging. Once we have established your parcel's weight, we will let you know the additional cost. The cost we charge for overseas parcels reflects very closely the actual cost to us for the postage and packaging of your parcel - we do not inflate the price to you in order to profit from delivery costs. Naturally, you are under no obligation to proceed with the order. If you would like to pay the overseas charges and continue with your order we will email you a Paypal payment facility for the amount payable.
Payment of surcharges
Once you have confirmed acceptance of surcharges for a non-standard delivery service (for example, for overseas destinations or for guaranteed next day delivery) you can either make your payment either by telephone, or by using a secure payment facility which we will send to you by email. This can be for either the entire order, or for just the surcharge itself (if you have already placed your order through the website where you will have already been charged the standard £3.50 p&p cost automatically).
The payment facility that we will email to you is a Paypal "Request Funds" facility, which will allow you to pay securely, easily and quickly online. You do not need to have a Paypal account to pay in this way. This facility does offer the option to pay through your Paypal account if you do have one, or alternatively it will enable you to simply pay with your normal debit or credit card, if you prefer. Receiving the Paypal payment facility does not place you under any obligation to proceed with your order and if you decide you don't want to go ahead, simply let us know. You'll never receive any pestering reminders and we'll cancel the Paypal request. Upon receipt of cleared funds, your order will usually be despatched on the same day, provided we have enough time to package it and meet last post deadlines.
COLLECTING ORDERS FROM US
If you live locally to us you can place a telephone order and collect from us, subject to stock availability. Please ensure you telephone us on 01843 600023 in advance, to check availability and also as collection is strictly by prior arrangement only. We regret we are unable to accept cheques or postal orders for items to be collected from us or delivered locally, where there would be insufficient time for the payment to clear. Payments can instead be made in cash or by card payment.
RETURNS AND EXCHANGES
In cases of all returns, please contact us by telephone, or e-mail as soon as possible prior to returning the item(s).
It’s really important to us that you’re happy with your purchase and we’ve taken a great deal of care in choosing quality toys when selecting which toys to stock. We appreciate that it’s very disappointing and inconvenient to order something and then find it arrives with a problem or isn’t quite what you expected, especially when you haven’t been able to see or touch the item prior to purchase. We do, therefore, strive to provide realistic and clear photos with detailed and honest descriptions. Please do make sure you're happy with the age recommendations, washing instructions and sizes of toys, when making your choice. All of this information is available on each product's dedicated page. We do also carefully check your toys prior to despatch, to the best of our ability, within the limitations of not interfering with manufacturers’ packaging.
Sending goods back:
When returning items to us, we strongly recommend that you choose a postal service which provides a tracking facility and adequate compensation to cover the value of the returned item(s) as we're unable to give refunds or exchanges for returns that don’t reach us. Similarly, we can't reimburse for returns which have been damaged during their journey back to us, if the damage is clearly due to the item being inadequately or inappropriately re-packaged when returning it to us.
Faulty, damaged or incorrect goods:
In the unlikely event that you should receive an item which is faulty or damaged, or if you’ve been sent an incorrect item in our error, please contact us as soon as possible by telephone or e-mail prior to returning the item. We’ll refund or exchange, as you prefer, to the value of the returned item(s), including your original postage costs. We'll also reimburse your costs for returning faulty, damaged or incorrect items and this element of the refund will be paid by cheque. (For card purchases, we're unable to refund back to the card more than the original transaction value). Please ensure you enclose proof of purchase with your return.
Unwanted goods:
If you simply change your mind about the item you’ve bought or you’re not entirely satisfied with it, we’ll refund or exchange to the value of the goods, including original postage costs, provided they are returned to us within 14 days of receipt, along with proof of purchase. This complies with and exceeds the requirements of The Distance Selling Regulations 2000.
All non-faulty items must be returned unused, unwashed and unmarked, with all original packaging, tags and care labels intact and in good condition. Please note that we cannot refund delivery costs for returning unwanted goods to us.
We reserve the right to refuse an “unwanted goods” return if reasonable care hasn’t been taken to keep any returned item in the same condition in which it was received, or if it’s been washed, used, contains smells such as perfume, smoke, etc or has been marked or is dirty.
Refunds:
Refunds can only be made by the same method of payment that was used when placing the order with us, except in the case of postal orders which will be refunded by cheque. Card refunds can only be credited to the card originally used for the transaction and in cases of payments made by cheque or postal order, we will refund by cheque once the funds from the purchasing cheque/postal order has cleared. Any cash payments made in person will be refunded by cheque. Reimbursement of postal costs for returning faulty or damaged goods will be made by cheque.
Exchanges:
In cases of exchanges of items of different values, we’ll first issue a refund to the value of the returned goods, including any refundable postal charges. We will then raise a completely new order for replacements of the returned goods.
PLEASE NOTE: All of the above information forms part of our Terms and Conditions
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