Contact Us and FAQ's

Please see the list of common questions and answers, hopefully it will help you with any query you have.

If you need to ask us something else or have a query with an order drop an email to our in-house support team (support@woodentoyshack.co.uk) who are on-hand to deal with all enquiries and we’ll get back to you post-haste.

Delivery and Shipping

Q:

What delivery options do you offer?

A:

Our highly competitive delivery rates are shown below:

ECONOMY (3-5 days unless under offer): £3.95
STANDARD (2-3 days): £4.95
NEXT DAY (order before 3pm Mon to Thurs): £6.95
SATURDAY DELIVERY (order before 3pm Fri) £12.95

Q:

Do you offer next day delivery?

A:

Yes, we do provide a next day delivery service for just £6.95 (providing that you make the order before 3pm Monday to Thursday).

Q:

Can I have a delivery on Saturday?

A:

Indeed you can. Our Saturday delivery rate is £12.95. Just make sure you order before 3pm on the preceding Friday.

Q:

Do you ship internationally?

A:

We currently only deliver to the UK.

Q:

Will someone need to sign for my package?

A:

Yes - our delivery staff our avid autograph hunters.

Your Order

Q:

How do I know when my order will arrive?

A:

Waiting with baited breath? As soon as your order has been dispatched from our warehouse we’ll send you an email with an approximate E.T.A.

You can then track the order using the instructions provided.

Q:

What happens if I need to change my delivery details?

A:

Sorry, but if your item has been dispatched from our warehouse we can’t change the delivery details. However, if you need to contact us urgently please contact our support department and we will to do our very best to help.

Q:

Help! My order has not arrived?

A:

We obviously endeavor to get all orders dispatched and delivered on time. However, if you think your toy has not arrived within the stated timeframe, please contact our support team, quoting your name and order number. We will track down the errant item and advise post haste.

Q:

Do you provide gift-wrapping and personalisation?

A:

No not yet, but we’re busy practicing practicing our wrapping skills, so do hope to introduce this service soon.

Q:

Do you include invoices or prices in the order?

A:

Don’t worry, your secret’s safe with us. We do include a despatch note inside the box but never include price details. If you do need a copy invoice, simply lets us know and we’ll email one over.

Q:

Woops made a mistake - can I cancel my order?

A:

We all slip up, know need to worry. Let our Support Team know toot-suite and we’ll do everything we can to stop it. Sometimes we can’t so please don’t hate us. Worst-case scenario; you can return it to us (for free) for a full refund.

Q:

Do I need to create an account?

A:

Short answer: No.

Long answer: When you first enter the checkout process you’ll be presented with the option to complete your transaction as a ‘guest’ without all the bother of creating an account. However, if you change your mind and want to get all the cool account benefits (like faster checkouts, notifications of offers and new products etc.), you’ll be offered the chance to upgrade the initial ‘guest’ checkout as an account at the end of the purchase.

Or you can by via Paypal and there are no details to enter at all.

Q:

I’ve forgotten my account password - how do I reset it?

A:

Follow the reset your password link and enter your email address and hey presto - a new password will arrive in your inbox!

Returns and Refunds

Q:

Do you offer free returns?

A:

Yes, we do offer a no quibble, free returns policy. If you’re unhappy with your order or unlucky enough to receive faulty goods, we’ll try and make the returns process as pain free as possible.

Simply use the label which comes on the bottom of your shipping confirmation and return the item to us within 30 days of purchase and be sure to keep your Post Office receipt safe until we’ve confirmed your returns arrival.

If you want us to also refund your postage costs just pop an email to support with a copy of your postage receipt up to a value ot £5 (photo from your phone is fine) and order number and we'll refund everything once the goods have arrived at our warehouse.

Q:

Can I get a refund or exchange the item?

A:

We offer a No Quibble Promise’ returns policy, so if your order arrives damaged or you’re not happy in any way, we’ll offer a full refund (provided this is within 30 days of the purchase date).

Please ensure the item is returned with its original, undamaged packaging and contained within either the protective outer packaging that is was shipped with or similar. For small animals please ensure holes are included to provide enough air.

We don't usually offer an exchange. Just send the item back using the return slip and we will issue a full refund including the postage costs.

This way you don't have to wait for the item to arrive at the warehouse and be processed.

Q:

Do you offer an extended return window for Christmas?

A:

We realise when it comes to the festive period customers may need more time to return gifts. Our extended Christmas returns period between the 1st November and the 15th January.

Q:

What do you do with those returned or unwanted toys?

A:

Most retailers attempt to recoup the costs of returned goods by offering them for resale (often as a Sale item). We believe that companies where possible should help those less fortunate so have made a commitment to donate a selection of returned goods to a children’s charity of our choice.

Q:

Can’t think of any more questions, so please tell me a joke.

A:

Doc, I can't stop singing the 'Green Green Grass of Home'.

He said: 'That sounds like Tom Jones syndrome'. '

Is it common?'I asked.

'It's not unusual' he replied.