Shipping and Returns
How long will it take to pack my parcel?
I will always try to package your parcel quickly and get it on its way to you as soon as possible, the majority of your orders are packed and posted within a few working days. During busy times such as Christmas this may take a little longer but only by a day or two. You will receive an email notification letting you know that your order has been packed and is on its way.
What packing materials do you use?
I will reuse packaging materials wherever possible to minimise the amount of waste generated by Tinker Tray Play. I use tissue paper and stickers that can be recycled, and I buy degradable plastic envelopes. Your parcel may have a pre-loved look but it helps me minimise my environmental footprint. I will always package your order carefully, ensuring your items reach you securely.
What is the postage cost?
Postage costs are automatically calculated according to the weight and destination of your order. You will be able to see the postage cost at checkout before you commit to buy. Parcels will be sent using Royal Mail second class post although I may use a courier if Royal Mail is not the best solution. This will be based upon the size and weight of your total order.
How long will it take for my parcel to arrive?
Royal Mail advise 3-5 working days for delivery of their UK second class post.
International parcels may take a little longer and timescales vary according to the destination of your order. Europe will take approximately one week, further afield one to two weeks.
My item is ‘Direct Delivery’ – what does this mean?
Direct Delivery items are sent to you by the supplier direct. You will see a Direct Delivery badge in the item description to notify you if your item is direct delivery, and your email order confirmation will also advise you. The timescales will vary and will be in accordance with the terms and conditions of the individual suppliers. Handmade items will have a longer turn around time and may arrive later than other parts of your order. Please check the item details or contact me if you have any questions about a direct delivery item.
What happens if my parcel doesn’t arrive or it arrives damaged?
If your parcel does not arrive or you receive damaged goods, please inform me as soon as possible and take a photograph of the damage so that this can be followed up with the courier/Royal Mail. I will arrange for a replacement item or a refund to be issued to you.
I’m an international customer, how do I place an order?
If you are an international customer and unable to place an order using the shopping cart, it may be that a shipping zone has not yet been created for your country. Courier costs to locations outside of the UK can vary. Please contact me with details of your order and the delivery address and I will send you a quotation for you to approve. I’m sorry but at this point in time I do not ship to America or Canada.
RETURN & EXCHANGE POLICY
Can I return my order?
If you are not happy with your order for any reason at all please contact me as soon as possible to discuss. I will happily accept returns if the request has been made within 14 days of receiving your order and the item is in an unused condition. I reserve the right to refuse a return if the item is not in its original condition, or to make a deduction to the refund amount if the value of the item has been reduced as a result of its use prior to being returned.
If your item is a direct delivery item and you wish to return it please contact me to discuss. I will speak with the supplier to find out their return policy. Not all suppliers accept returns for goods that are not damaged/faulty, and those that do may expect you to cover the return courier cost.
Refunds will be made to your original payment method and will not include the original postage costs or the return postage costs which you will be responsible for.
Mon - Fri: 8am - 10pm
Saturday: 8am - 10pm
Sunday: 8am - 10pm