Frequently Asked Questions (FAQ)

1. Ordering & Payments

Q: How do I place an order?
A: Simply browse our collections on the site, add the toys you’d like to your basket, then proceed to checkout. You’ll be asked for billing and delivery details, choose your shipping option, and complete payment. Once the order is confirmed you’ll receive an email.

Q: What payment methods do you accept?
A: We accept major credit and debit cards (such as Visa, MasterCard), and may also support PayPal or other online payment options.

Q: Can I modify or cancel my order once placed?
A: If you need to change something (e.g., delivery address, one item removed) please contact us as soon as possible with your order number. We’ll do our best to help — if the order hasn’t been processed/shipped yet, changes may be possible.

2. Shipping & Delivery

Q: Do you ship to the UK only or internationally?
A: We ship to UK addresses. If you are outside the UK and would like to place an order, please check our shipping policy or contact us to confirm if international delivery is available.

Q: How long will it take for my order to arrive?
A: Orders are typically processed within 1-2 business days (once payment is confirmed). Delivery time then depends on the shipping option selected and your location. Please refer to our Delivery Info page for details.

Q: How much does delivery cost?
A: Delivery cost depends on your delivery address and the shipping option you choose.

Q: What if my parcel doesn’t arrive?
A: Please contact us with your order number and tracking details (if provided). We will investigate with the courier and work out whether a replacement or refund is appropriate.

3. Returns & Refunds

Q: What is your returns policy?
A: If you’re not completely satisfied with your purchase, you may return the item(s) within [30] days of receipt for an exchange or refund, provided the items are unused, in resaleable condition, with original packaging and tags intact. (Unless the item is faulty.)

Q: How do I return an item?
A: To return an item, please contact our customer service email or use the returns portal, stating your order number and reason for return. We’ll provide instructions and the return address.

Q: What happens if the item is faulty?
A: If you receive a faulty item, please contact us immediately stating the fault and including your order number. We’ll arrange for a return, and either repair, replace or refund as appropriate.

4. Product Information & Safety

Q: Are your toys safe and compliant with UK regulations?
A: Yes — all our toys are sourced and supplied in compliance with UK safety standards (such as the EN 71 Series for mechanical/physical, flammability and chemical properties). blog.qima.com We also ensure clear age guidance and warning labels.

Q: What age guidance do your toys have?
A: Each product listing clearly states recommended age(s), any small-part warnings (for children under 3), and suitability. Please ensure the toy is appropriate for the child’s age and ability.

5. Account, Privacy & Security

Q: Do I need to create an account to order?
A: You can check out as a guest if you prefer, but creating an account allows you to view your order history, track orders, save addresses and faster checkout in future.

Q: How do you protect my personal data?
A: We take customer data seriously. We use secure payment processing and store minimal personal data, only for as long as needed. Our full Privacy Policy explains how we collect, use and protect your data.

6. Promotions, Gift Options & Other

Q: Do you offer gift wrapping or message cards?
A: Yes — we offer gift-wrapping and the option to include a personalised message card for many products. You’ll see the option at checkout if available.

Q: Can I use a promotional code/voucher?
A: Yes — enter your promotional code or voucher at checkout. It must meet any terms (e.g., minimum spend, valid dates). If you have trouble, please contact us.

Q: Do you have a loyalty or rewards programme?
A: At present we don’t run a formal loyalty programme (or “Yes — we do: … [details]”) but keep an eye on our website and newsletter for special offers, seasonal deals and early-access promotions.

Still have questions?
If your question isn’t answered here, please contact us at:
Email: contact@toyfactoryuk.com
Phone: 0044 794 332 1470
We aim to respond within 24 business hours.