Frequently asked questions

Delivery is free on UK orders over £50. Below that it's £3.95. The exact cost for your order is shown at checkout before you pay.

We pack orders within 1–2 working days, and delivery within the UK usually takes another 2–4 working days after that. So most orders arrive within about a week of ordering.

These are working days and don't include weekends or bank holidays. Orders placed on a Friday afternoon are normally packed the following Monday.

All orders are packed and dispatched from the United Kingdom. There are no customs charges or import fees on UK deliveries.

[CONFIRM] — this answer must match the shipping zones set in your Shopify settings. If you're UK-only, say so plainly. If you ship to the EU or elsewhere, state which regions, the cost, the timeframe, and that the customer is responsible for any import duty or VAT charged on arrival.

[CONFIRM] — name the carriers you actually use, e.g. Royal Mail for smaller parcels and a courier for larger items like ride-ons and walkers. Don't promise a specific carrier if it varies by order; say which ones it may be.

[CONFIRM] — if you don't offer collection, say "We're an online-only shop, so all orders are sent by courier." Only mention a physical address if you genuinely have one customers can visit.

When your parcel is dispatched we email you a tracking number. Paste it into our tracking page, or open your order from the link in that email.

Carriers usually take a few hours to register a parcel after we hand it over, and sometimes it isn't scanned until it reaches the first depot that evening. If there's still nothing after 24 hours, email us with your order number and we'll chase it.

Check your spam and promotions folders first — order emails often land there. If it's been longer than 1–2 working days since you ordered and there's still nothing, get in touch and we'll confirm where your order is.

Check any safe place you've set up with the carrier and ask your neighbours — parcels are very often left next door. The carrier's tracking page usually names who signed for it or where it was left.

If you still can't find it, contact us within 7 days of the delivery date and we'll open an investigation with the carrier.

If it hasn't been dispatched yet, email us straight away and we'll change or cancel it if we can. Once it's with the carrier we can't alter it, but you can still return it once it arrives.

Under the Consumer Contracts Regulations 2013 you also have the right to cancel an online order from the moment you place it until 14 days after it arrives, without giving a reason.

Only before dispatch — email us as soon as you can. After that, most carriers let you redirect a parcel yourself from their tracking page.

You can return anything within 30 days of delivery for a refund, as long as it's unused and in its original packaging. Email us first and we'll tell you where to send it.

This is on top of your legal rights, not instead of them — see the next answer. Full details are in our Refund Policy.

Because you're buying online, the Consumer Contracts Regulations 2013 give you 14 days from delivery to cancel your order for any reason, and a further 14 days to send the goods back. We then refund you within 14 days of receiving them.

Separately, the Consumer Rights Act 2015 says goods must be of satisfactory quality, fit for purpose and as described. If something is faulty you have the right to a repair, replacement or refund depending on how long you've had it.

[CONFIRM] — state your actual practice. If the customer pays for change-of-mind returns, say so clearly. If an item is faulty or wrongly sent, you must cover the return cost.

Email us with your order number and a photo, and we'll sort a replacement or a refund. Please get in touch as soon as you notice — it makes any carrier claim much easier.

Once your return reaches us we process the refund within [CONFIRM] working days, back to the original payment method. Your bank may then take a few more days to show it.

[CONFIRM] — if you don't run exchanges, the usual answer is: return the original for a refund and place a new order, which is faster than an exchange.

[CONFIRM] — describe your catalogue accurately. Most items are solid wood such as rubberwood, beech or birch, but some include other materials. Don't claim "all solid wood" if any product uses MDF, plywood, silicone or plastic parts.

Every product page shows the manufacturer's minimum age. Please follow it — age markings on toys are a safety warning, usually about small parts that are a choking risk, not a guide to how clever a child is.

[CONFIRM — DO NOT PUBLISH UNTIL YOU HOLD THE DOCUMENTS] Only state this once you have the EN 71 test reports and UKCA declarations of conformity on file for the products you sell. Then say exactly what you hold, for which items. Leave this question out entirely rather than answering it vaguely.

[CONFIRM] — answer only from your supplier documentation. EN 71-3 covers migration of certain elements from toy coatings; if your test reports cover it, say so. Don't use words like "non-toxic" or "food-safe" unless a document supports it.

Wipe with a barely damp cloth and dry it straight away. Don't soak it, don't put it in a dishwasher, and keep it out of direct sun and radiators, which can make wood split over time.

[CONFIRM] — if a piece from a set goes missing, tell customers whether to email you and whether replacements are possible. It's fine to say it depends on the item.

[CONFIRM] — remove this question if you don't offer it.

[CONFIRM] — list only what's actually enabled at your checkout. List them here exactly as they appear when the customer pays.

Payments are handled by Shopify's secure checkout over an encrypted connection. We never see or store your full card details.

All prices are shown in pounds sterling (GBP) and include VAT where it applies.

No — you can check out as a guest. An account just makes it easier to see past orders and track a current one.

We only use your details to process your order and, if you've asked for it, to send you email updates. You can unsubscribe at any time. Our Privacy Policy explains what we collect and your rights under UK GDPR.