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Customer Services



  • We offer a free UK standard delivery service for all orders of £100 or over. Standard delivery is usually delivered within 5-7 working days. For supplier direct orders there may be a longer lead time for delivery.  For orders of less than £100, a £3.95 delivery charge applies to smaller items and £7.95 for larger or multiple items.  You will be notified of the amount of delivery at the checkout.
  • A next working day/named day delivery service is available for £10.00 on smaller items and £15.00 on larger items.  We can make this pre-10.30am for an additional amount.
  • There are a small number of postcodes, usually in remote rural areas, where we cannot guarantee delivery within our usual timescale if you have requested Next working day delivery.  Please contact us if you think this may apply to you for more information.


SPECIAL OCCASIONS – if you need a product urgently for a special occasion, please give us a call and we will do everything we can to make sure you receive it on time.



  • Your privacy is of the highest importance to us, and we promise never to release your personal details to any outside company for mailing or marketing purposes.
  • When you make a purchase from our website, we collect certain personal information from you (for example: your name, email address, payment address and details). All such information is held on secure servers.  Toycraft complies fully with all applicable Data Protection and consumer legislation, and will treat all your personal information as fully confidential.


We use your information only for the following purposes:

  • Processing your orders;
  • For statistical or survey purposes to improve this Website and its services to you;
  • To serve website content and advertisements to you;
  • To administer this website;
  • If you consent, to notify you of products or special offers that may be of interest to you.

You agree that you do not object to us contacting you for any of the above purposes whether by telephone, e-mail or in writing and you confirm that you do not and will not consider any of the above as being a breach of any of your rights under the Privacy and Electronic Communications (EC Directive) Regulations 2003.



  • We will take all reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the Website.


Contract creation and electronic contracting

The technical steps required to create the contract between you and us are as follows:

  • You place the order for your products on the Website by pressing the confirm order button at the end of the checkout process. You will be guided through the process of placing an order by a series of simple instructions on the Website.
  • We will send to you an order acknowledgement email detailing the products you have ordered. This is not an order confirmation or order acceptance from
  • As your product is shipped we will send you a despatch confirmation email.
  • Order acceptance and the completion of the contract between you and us will take place on the despatch to you of the Products ordered unless we have notified you that we do not accept your order, or you have cancelled it in accordance with the instructions in Change or cancel an order

Non-acceptance of an order may be a result of one of the following:

  • The product you ordered being unavailable from stock.
  • Our inability to obtain authorisation for your payment.
  • The identification of a pricing or product description error.

Contract cancellation under the Distance Selling Regulations

Please note that you are entitled to cancel this contract if you so wish provided that you exercise your right and notify us no longer than 7 working days after the day on which you receive the Products.

Please see our Refund & Returns policy for further details.



Returns can be made through either of these options within 14 days of dispatch from us:

  • Returns via Royal Mail or courier

Fill out your reason(s) for return on the delivery note.

Enclose the delivery note with the product, and package up securely.  Items that have been insufficiently packaged may not be refunded.

Please remember to obtain a certificate of postage from the Post Office

  • Returns via the Toycraft Store

Simply take the delivery note or order confirmation and the product you wish to return or exchange to our store in Chester, and tell the sales assistant you bought it online.

  • If you have any other queries, call us on 01244 342706, 9am to 5pm on working days.
  • We want you to be happy with your purchase. If you're not, just return the product to us, and we'll exchange or refund it. Please see our returns policy below.


Under the Distance Selling Regulations, if you buy online or by phone, your consumer rights entitle you to a full refund if you request one in writing within 7 working days of receipt.


Proof of purchase

  • If you return a product to our shops for refund but don't have your original till or gift receipt, order confirmation or delivery note, we will give you gift vouchers to the value of the current selling price. Ordinarily we'll refund the original debit, credit or charge card used to purchase.


Condition of returns

  • If you return an item as unwanted, a refund or credit note will only be given if the product is in a sale worthy condition.  Items that are opened or used can only be returned if they are faulty or not as described.    Postage and Packaging charges will only be refunded on items returned because they are faulty.



  • The website will direct you to the Paypal website where you can pay by credit card or through Paypal.  If you are a School or Pre-School you can also pay by BACS, please phone 01244 342706 for details.
  • We occasionally have promotions available through our website, these are only available while stocks last and may not be the same as promotions offered in store.   We also may offer some products at different prices  from our store from time to time.


Thank you


Customer Services