What if I’m not in when you deliver?

You will receive a confirmation email and usually a tracking number. Please track any Hermes parcels on their website as they can be creative with their deliveries. If you or the intended recipients are not available, each time an attempt is made, our courier or Royal Mail will leave a card at the delivery address confirming they have attempted delivery. Please follow the instructions on the card to rearrange delivery or to collect your parcel. Alternatively, if you have a secure location at your property where you are happy for the parcel to be left, please include any instructions on your order under the ‘additional information’ section.

What if I receive a Damaged/Faulty item?

All goods are sent in good condition if damage occurs during transit please inform us and the carrier within 48 hours. Please don’t sign for goods if they are damaged. All of our toys are guaranteed for 3 months against faulty workmanship. If you have a faulty product please email and we will make arrangements to replace or refund the item.

Where is my order?

If you have waited the specified length of time for your order and it has still not arrived, it may be worth checking to see if your neighbours have taken the parcel for you. If this is not the case, please email us with your order details and we will look into it further for you.

I live in the UK but my delivery charge is very high why is this?

Some postcodes in the UK are charged a higher delivery rate by our couriers. Most of these postcodes are in Scotland, some are for the outlying Islands. If upon dispatch of your order we are able to dispatch for less than the amount charged, we will refund you the difference.

Do you gift Wrap?

Unfortunately we do not offer this service at the present time.

My Order is not wanted, what do I do?

Please email us as soon as possible informing us that you wish to return your item. Return the item with all the packaging intact so that it is in a resaleable condition, within 28 days of delivery. Enclose your order number and reason for return. The address for returns is The Hayloft, Gawsworth Business Court, North Rode, Congleton, CW12 2NX. You must return the goods to us as your own cost and we advise you to ensure the goods are insured during any return journey. Once we receive the item back we will issue your refund.

How will I get my refund?

Refunds are issued back on to the card the original order was made with.

Why isn’t my payment going through?

On the occasion that you may experience a problem with our website or making a payment, please contact our customer service team with as much detail of the problem and we will look into this for you.

What happens if I forget my password?

If you forget your password, you can request a new password to be emailed to you. To do this, click the ‘Log in’ link to go to the log in page. Underneath the normal Log In area, there is a ‘Forgotten your password’ section, please fill in the required information and we will email you a new password.

What is your phone number?

The number for our customer service team is 01260 223104. We are available to take your call Monday to Friday between 9:30am and 2:30pm.

WEEE Regulations
The Waste Electrical and Electronic Equipment (WEEE) Directive is now UK law. The legislation aims to make producers pay for the collection, treatment and recovery of waste electrical equipment. The regulations also mean that suppliers of equipment like high street shops and internet retailers must allow consumers to return their waste equipment free of charge.

Reducing Landfill
The amount of WEEE we throw away is increasing by around 5% each year, making it the fastest growing waste stream in the UK.
• Much of the UK’s WEEE ends up in landfill, where the lead and other toxins it contains can cause soil and water contamination. This can have a harmful effect on natural habitat, wildlife and also human health.
• Many electrical items that we throw away can be repaired or recycled. Recycling items helps to save our natural finite resources and also reduces the environmental and health risks associated with sending electrical goods to landfill.
Distributors of new Electric and Electronic Equipment (EEE) have a part to play in reducing the amount of WEEE going into landfill sites. is obliged under these regulations to offer our customers free take-back of their WEEE on a like-for-like basis when they buy a new Electrical or Electronic product from us.
For example, if a customer bought a Vtech item from us we would accept their old Vtech item and prevent it going into a landfill site by disposing of it safely. Customers must return their WEEE item to us within 28 days of purchasing their new item.