Customer Service

Making A Purchase
Shipping & Delivery
Privacy & Security
Returns & Replacements
Ordering
Payment, Pricing & Promotions
Viewing Orders
Updating Account Information

Toys By Mail Order are dedicated to ensuring your total satisfaction. If you have any suggestions or comments please either telephone or email us.

Our Contact details:
Toys By Mail Order
Unit 7d, Castle Road, Chelston Business Park, Wellington, Somerset, TA21 9JQ United Kingdom
Telephone: 0844 482 2990
Fax: 0844 482 2991
Email: You can email us via the Contact Us option at the bottom of this screen
Making A Purchase
: Making a purchase could not be easier. Just browse our Catalog, and click on any items that you wish to buy and put them into the shopping cart which is next to each product. After you have finished your selection, click on "Checkout" and you will be asked for a few details that we need to be able to satisfy the delivery and payment of your order.

We accept credit card payments online. If you are shopping from North America or anywhere else, place your order and your credit card company will convert the transaction to US Dollars or your own currency.

We accept Visa, Mastercard, Solo, Switch and Delta. You may send your credit card information via phone, fax, post or over the Internet.

If you have selected to pay by post with a cheque payment, you should make your cheque payable to Toys By Mail Order.

We reserve the right to change prices, descriptions, modify, or substitute products without notice. Any orders received represents an offer to buy products indicated by you, this not a binding contract until acceptance of the order and we have dispatched the goods. This means that if the price, description or any other information about the product is incorrect Toys By Mail Order shall not be obliged to sell you the product.


Shipping & Delivery: Standard Mainland UK Delivery

Our standard delivery charge is £3.95 for orders up to £100.00, orders over this amount (excluding gift wrap charges) are free. Standard delivery charges apply to mainland UK only. Delivery to mainland UK addresses can take up to 14 days, from the date of placing your order. Some large items may incur an additional charge, you will be notified of this charge before your order is processed. Deliveries for the majority of our orders happen Monday to Friday 9-5pm. Please state a delivery address where someone is most likely to be in. This can be a work address.

Please note that for certain heavy items, a carrier surcharge may be applied to your order. This will be indicated at the point of checkout.

Premium 2 Day Delivery

Your order will be dispatched the same day or the next working day if your order is placed over the weekend or on a bank holiday. We guarantee you will receive your order within 2 working days of placing your order (a working day is Monday to Friday), in many cases this will be the next working day, however this is dependent on the time of day your order is received. Please contact us if you require this service and require your goods next day, we will be able to inform you if this will be possible for your order. If any item you order using this service is out of stock we will contact you immediately and offer you a full refund, an alternative choice or an estimate of when this item will be available with the option to receive the premium 2 day delivery service on the day the item arrives from our supplier. Deliveries for the majority of our orders happen Monday to Friday 9-5pm. Please state an address where someone is most likely to be in.

International Delivery

For international delivery our charges are £10.00 for goods up to £10.00 in value, £16.00 for goods between £10.01 and £40.00 in value, orders of £40.00 and over will be charged based on the size, weight and destination of the order. We reserve the right to apply a surcharge for International Orders, where an item is particulary large or heavy. We are unable to ship certain items outside of the UK. You will be notified of any additional charges, prior to them being applied to your payment card.

If your international order is particularly heavy, there will be an additional carriage charge on top of our standard international shipping rates, at a cost equal to that of our international carrier. If an additional charge is payable, you will be notified of this prior to shipping. You will have the oppertunity to cancel your order for a full refund or change your order so that you do not incur this additional charge. If you would like a specific quotation before processing your order, please email mail@ToysByMailOrder.co.uk stating the destination address and items required.

We are not responsible for any charges levied to our international buyers via customs ports, airport, or couriers. Any charges that are made for vat, tax etc are your responsibility.

Shipping to the USA

We find that many wooden toys are too heavy to ship to the USA at econmical shipping rates from the UK. If you are wanting to purchase a wooden toy from us to be shipped to the USA, please expect there to be an additional carriage charge. The shipping rates quoted are at cost and are the most econimal rates we can obtain from our couriers.

Shipping to BFPO Addresses

We are unable to ship any order over 2Kg in weight to a BFPO Address.

PO BOX Addresses

We are unable to ship any order to a post office box number.

If there is any items missing (which we have not been notified to you) or your order is damaged, you must inform us within 48 hours of receipt of your order via telephone or email.

Please note that if goods are returned to us because you provide an incomplete, or incorrect address you will only be refunded for the cost of the goods.

If our courier attempts to deliver your parcel and you are not in they will leave a calling card. It is your responsibility to telephone the number on the card and arrange a re-delivery. If this does not happen within 24 hours they will try again. If you do not respond to the calling card within 24 hours and then they return the parcel to us there is a restocking charge of £13.50 per parcel plus VAT and this will be applied before refunds are given for your order.

Due to the number of deliveries which carriers make each day, it is not feasible for our carriers to telephone prior to delivery.; Goods Requiring Signature

All orders are either sent by Royal Mail or using one of our 3rd party Courier companies. Where possible, please use a delivery address where someone is likely to be in during the day Monday to Friday to ensure a successful delivery of your order. Where possible, please also provide details of a neighbour where goods can be left safely. To protect your goods, items will not be left unsecured. Where goods can not be delivered or left with a neighbour and you do not respond to a courier card left through your door, we reserve the right to make a charge for the return of the goods back to our warehouse.

Toys By Mail Order Recycling Statement

When ever possible we will use recycled materials in the packaging of your order, we are also committed to the minimum use of packaging to conserve materials. You can rest assured that we shall always use sufficient packaging to ensure the safe arrival of your order. We hope that our recycling statement can go some way to help conserve the environments natural resources.
Privacy & Security
: Toys By Mail Order do not disclose buyers' information to third parties. Cookies are used on this shopping site to keep track of the contents of your shopping cart once you have selected an item, to store delivery addresses if the address book is used and to store your details if you select the 'Remember Me' Option. Data collected by this site is used to:

a. Take and fulfill customer orders

b. Administer and enhance the site and service

c. Only disclose information to third-parties for goods delivery purposes

d. We will use your details to contact you regarding promotional offers and products which we feel will be of interest to you, should you wish to be taken of our list this can be done by emailing unsubscribe@ToysByMailOrder.co.uk. The email should contain your name and address in order that we may locate your records.

e. We do not send random marketing emails to personal email addresses (spam).

f. We conform with the requirements of the Data Protection Act, 1998.; Credit Card Security; All credit card numbers are encrypted in the software when the order is placed using 128 bit encryption. They are only decrypted after they reach our computer. They are not held in clear text on any web site.
Returns & Replacements
: In the unlikely event that goods arrive damaged we ask our customers to inform us within 7 days. Should your goods arrive damaged and they have been delivered by courier, we do ask that you write on the courier intructions that the goods have arrived damaged. We will issue you with a return authorisation number and notify you of our returns procedure.

If you are not satisfied with the goods for any reason you may return them within 14 days. In order for a return to be made, please contact us. Goods must be returned in the original packaging and in the condition received. All delivery, return costs and gift-wrapping charges will not be refunded.

If our courier attempts to deliver your parcel and you are not in they will leave a calling card. It is your responsibility to telephone the number on the card and arrange a re-delivery. If this does not happen within 24 hours they will try again. If you do not respond to the calling card within 24 hours and then they return the parcel to us there is a restocking charge of £13.50 per parcel plus VAT and this will be applied before refunds are given for your order.


Ordering: Delivery Schedule; We aim to process your order the same day, and orders normally arrive within five working days. Orders can take up to 14 working days to arrive. If you are shopping from outside the UK, please contact us for our delivery schedule.; Guarantee; If you are not satisfied with the goods for any reason you may return them within 14 days. In order for a return to be made, please contact us. Goods must be returned in the original packaging and in the condition received. You will be given a full refund. All delivery, return costs and gift-wrapping charges will not be refunded.; Back Orders; If your item is not in stock and we are not able to deliver your toys within 14 days of your order or by the date specified on your order, we will try and email you with the option to back order the goods, amend the order, or to cancel the order for a full refund if you wish.

Payment, Pricing & Promotions
: Tax Charges; For orders made from the UK or the European Union, 20% VAT is included in the price of goods where applicable.


Viewing Orders: By logging onto your account online, you are able to access your order history information. Should you have any further queries regarding any order which you have placed with us, please do not hesitate to contact us either by email or telephone.
Updating Account Information: Reaching Us; If you need to reach us, please email us on Mail@ToysByMailOrder.co.uk , alternatively, you can call on 0844 482 2990 (International +44 844 482 2990) or fax us on 0844 482 2991 (International +44 844 482 2991) or write to us at Unit 7d, Castle Road, Chelston Business Park, Wellington, Somerset, TA21 9JQ, United Kingdom

AOL USERS

Our preferred method of communication with our customers is by email. Please could AOL users ensure that they set up their email systems to accept emails from Orders@ToysByMailOrder.co.uk to ensure that you receive communications from us regarding your order.