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Delivery to mainland UK and Northern Ireland destinations is £3.95 per address and orders to these destinations are usually sent using Royal Mail's 1st Class Recorded Delivery service.
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Important information (please read before placing your order):
We are only able to accept payments from UK banks and in GB Pounds.
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 able to accept 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. ROYAL MAIL WILL ONLY HOLD YOUR PARCEL FOR 7 CALENDAR DAYS (including weekend and Bank Holiday days - it's not 7 working days), if they have tried to deliver but nobody was home. So please do ensure you collect your parcel from their Delivery Office or contact them promptly to arrange re-delivery well within this time, if you have received a card through your door saying they've tried to deliver. Actual postage costs for re-posting will be payable by the customer if an uncollected parcel is returned to us. Actual costs may be higher or lower than our standard UK delivery charge. Most orders to UK destinations arrive the following working day, so please contact us if you've not received your parcel within 3-4 days of receiving our despatch notification.
Please make sure you are happy with your purchase before removing any tags, labels or manufacturers' packaging.
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. If you pay online in any way, 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, including for overseas orders, or 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 telephone number we can reach you on 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 initially select the WorldPay option 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:
Streamline have advised us that from 30 June 2011 the UK Cheque Guarantee Scheme will be closing and cheques will not be guaranteed. We will therefore not be accepting cheques after this date, so postal orders are now the only way we're able to accept payments by post. If you would like to pay by postal order, please contact us first. 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.
Often, our organic toys and organic skincare products come back into stock very quickly but as many of the toys are hand made or made to order, sometimes there can be a longer delay. 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.
If your parcel cannot be delivered at its destination, Royal Mail or the courier will leave you a card to advise you that they have tried to deliver. If the parcel is not collected (or a new delivery date arranged) within the time limit detailed on the card, the parcel will be returned to us. An additional charge will be payable for re-delivery of an order which has been uncollected and then returned to us.
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 £3.95 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.
Having held our postage costs through three Royal Mail increases, we have now had to raise our standard postage slightly. As we despatch by 1st Class Recorded Delivery this charge still represents excellent value for money. Your parcel will usually reach you very quickly (in normal circumstances this is typically the next postal 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 £130 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 (for UK and overseas destinations).
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 SINCERELY 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 £3.95 applied (even if choosing a non-UK delivery destination) but additional charges will be payable for overseas or guaranteed next day deliveries. In order to keep overseas or special delivery costs to you as low and as fair as possible, we quote each customer individually for the extra cost of sending an order by the required service. Therefore, please specify which items and their quantities you would like to order and the destination country or Special Delivery service required when contacting us for a quote. We will then weigh your entire order with packaging to keep your costs as low as possible and will let you know the additional cost. Our non-standard delivery costs reflect 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 when you receive your quote. .
Payment of surcharges
If you'd like to proceed with a non-standard delivery order that we've quoted you for, we'll create a custom "item" for you in a specially designated area of our Shop. This will allow you to place all the items of your order in the basket at one simple click of a button and will incorporate the non-standard delivery charges. Alternatively, you can make a payment over the telephone or we can email you a Paypal payment facility for the amount payable - you do not have to have a Paypal account to use this facility as it also offers the option to use your normal debit or credit cards. All of these payment options are secure and easy to use.
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.
If you have already placed an order through the website but you require a non-standard delivery service, we will contact you to let you know how much extra that service will cost before processing your order.
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, 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 in good condition: unused, unwashed and unmarked, with all original packaging and with tags and care labels intact. Please note that we cannot refund delivery costs for returning unwanted non-faulty 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 and please be aware that whenever buying goods or services on the Internet, the consumer is entering into a legally binding contract.
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