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Delivery and Shipping

Free Delivery


Free standard shipping will activate for a purchase for home delivery over £40.00 at the thetoytank.com.


Standard Shipping


For Great Britain customers, order by 5pm for standard shipping within 2-4 working days.


Delivery is Monday to Friday, excluding public holidays. Any orders placed after 5pm Friday and over the weekend will not be dispatched until Monday, excluding Public Holidays.


Shipping is £3.99 on orders below £40.00.


We will make every effort to deliver all your items together and at the same time, however in some cases your order may arrive in separate consignments.


Delivery Failure


If you fail to take delivery of the ordered goods and they are returned to us, we will contact you upon their arrival via email. A refund of the cost of goods without shipping will be processed within 7 days unless you have notified us before then to advise that the goods are still required. If the goods are still required, you will be charged an additional shipping fee for a second delivery.


It is the responsibility of the customer to ensure there is someone at the delivery address at the specified date to sign for the parcel. If no one is present the courier may deliver the goods to a neighbour either side or directly opposite and should leave a card to advise where this parcel has been left. Alternatively, the parcel can be left in a safe location on the property, such as porches with a door, sheds or greenhouses and garages. If a parcel is showing as being delivered but you are claiming non receipt of a parcel, please contact Customer Services directly through our website. Notification of such failures must be made within 7 working days from last day of expected delivery. Please allow 3-5 working days from date of notifying us to allow us to investigate with the courier. If a refund is applied and the goods are later located then we reserve the right to place a debit for these goods unless you return them to us. Failure to raise a initial query within this time frame may result in failure to investigate with our couriers and redress may not be offered.


Please note that all our delivery times are only guidelines and are not 100% guaranteed due to certain factors which are outside of our control.

Returns

Unwanted Items


Simply return your unwanted item within 28 days of receipt unused, unopened, in its original condition and packaging, your return must be in a re-sellable condition.

All returns must be accompanied by a valid receipt or your dispatch confirmation email including your order reference (UK) number. You will be liable for the cost of returning the goods to us and must ensure that they are returned in protective packaging. Where an item is damaged or returned otherwise than as per our stated requirements above, we reserve the right to refuse redress.


Refunds


Once the item is received back to the warehouse it will be checked and granted it meets our return policy conditions we will then offer a refund for this item. Refunds will be applied to the payment method that was used to purchase the item.


Video Games


For your benefit and for reasons of product integrity and hygiene, we cannot offer refunds or exchanges, unless faulty or not as described, on the following items: Nursery items, gift cards, and Software Zone items including but not limited to: 

 

  • Digital downloads and ESD cards
  • Products containing downloadable content
  • Digital and games credit and subscriptions
  • Consoles and bundles
  • Computer or games software


Damaged in Transit


We strive to ensure all your purchases reach you in perfect condition. If you receive a delivery and the item is damaged please refuse the delivery and notify us within 24 hours via our online contact us form.  Where the damage is not noticeable until you open your parcel, after you have signed for delivery or where the parcel is delivered via Royal Mail which cannot be refused, then you must notify us within 48 hours via our online contact us form here. We will then advise on how best to proceed. Please check all contents on receipt of your order.


We are unable to accept a return of goods damaged in transit unless you notify us within 7 days of receipt of your order.


Faulty Item


In the unlikely event that you receive a faulty item, you may return this item to us in accordance with your statutory rights.


Please contact us within a reasonable time frame of receipt of the item to arrange a FREE return.


In all cases, this item will be inspected and if it is confirmed as faulty then we will issue a suitable form of redress (replacement/repair/refund).


If an item is not deemed faulty following inspection, then we are unable to offer a replacement or refund. A reason will be given as to why the product is in dispute. We will return such items to the customer at the customer’s cost.


In dispute items will be retained by us for 30 days from the date of notification to the customer that no fault has been found and may be destroyed by us after this time where the cost of re-shipping the item to the customer has not been received.