Anything you want to know? I truly value your custom and would love you to become a regular part of my world. If you have any suggestions on how I can improve my service, please don’t hesitate to get in touch at email@example.com
Can I get my order gift wrapped?
Definitely! Everything is gift wrapped in recyclable tissue and decorated with my Love From Aunty stickers. No need to specify this at check out, I do it for every order that is placed except for the large dolls' houses and big playsets.
Can I include a message?
Of course! If you look in your Cart, there’s a box for you to type your message. I will hand write this on a complimentary postcard and include it in the delivery. If you include a card in your order, I will write the message on the card instead. Also the name on the account is written on the delivery note so the recipient can see who has generously sent it.
Are the prices listed on the delivery note?
No. The delivery note just lists the items that are in the delivery. No prices.
Is your packaging recycled?
Items are carefully shipped in a brown cardboard box which is made from 60-90% recycled content and are verified as FSC. I only use paper kraft tape to secure the boxes. Inside the cartons, any extra space is filled with environmentally friendly 100% recycled void fill to ensure the items don’t move around while they’re in transit. Everything can then be recycled by the recipient. The gift wrap is also recyclable. I am really careful with the amount of plastic waste I produce and am always looking for ways that I can do more to protect the environment.
I can't log into my account
No problem, if you can't log in, just check out as a guest.
Can I amend my order?
Orders that have already been shipped cannot be changed or cancelled, but I can make changes to orders that have not yet been shipped. Just send me an email firstname.lastname@example.org. In the email subject please write (in all capitals) URGENT ORDER AMEND and I will prioritise your email.
Can I cancel my order?
Yes, you can, if you contact me ASAP before it is shipped email@example.com. In the email subject please write (in all capitals) URGENT CANCEL ORDER and I will prioritise your email. If it’s already been dispatched then unfortunately you can’t cancel your order.
I gave you the wrong shipping address. Please can you change it?
Yes but be quick! My record for processing an order is 11 minutes from receiving it to it being out the door! Please email me from the same email address you used on your order. I need the postcode and house number of the new address and the name of the recipient. I then change this on Royal Mail's portal so don't worry if your order shipping confirmation email still shows the wrong address.
How much is UK delivery?
- Free if the order is over £50 (3-5 working days)
- £3.95 if the order is under £50 (3-5 working days)
- £5 to upgrade to First Class (2-3 working days)
What is your standard UK delivery time?
I wrap and pack orders on the day I receive them. I take them to the Post Office at 4pm during the week and midday on Saturdays. Royal Mail’s delivery time is 3-5 working days. It might arrive sooner than this but this helps to avoid any disappointment caused by unexpected delays. You can upgrade at check out to Royal Mail's First Class delivery service which is 2-3 working days for £5.
Can you prioritise my order?
If you need extra aunty brownie points send me an email (firstname.lastname@example.org) and I will try to do my best to get your items in the post as quickly as possible. Just a cheeky reminder that Christmas is on the 25th December every year!
Do you ship to Europe?
No. Shipping to European addresses has been temporarily suspended. This is due to new VAT rules coming into effect on 1st July 2021 which require a fiscal representative in every country I ship to. This is prohibitively expensive. Until the government come up with a better policy, I am unable to ship to Europe.
Do you ship outside of Europe?
Yes. I use Royal Mail's International Signed service.
**Due to COVID-19, international deliveries are taking up to 3 weeks longer than usual.**
Delivery outside of Europe takes 8-10 working days and is tracked in the UK with a signature taken on delivery. If you're shipping internationally the recipient may be liable for additional duties and taxes which will delay the shipment if they're not paid on time.
How much is international shipping?
- USA £33
- Canada £22
- Australia and New Zealand £23
- Middle East £22 (I don't ship to PO boxes as they don't accept parcels)
- Asia £22
Don't forget to factor in local duties and taxes the recipient may have to pay to import their items.
Country isn't listed above?
If you want to place an order for a country that isn't included in the above zones, please send an email to me and I'll create a zone just for you email@example.com. Ballpark delivery will be around £22 unless you want it sent to a very remote island somewhere.
Do you deliver to BFPO addresses?
Yes but I can’t refund or send out a replacement package if the original goes missing. If I’m sending to a BFPO I will inspect the contents and remove anything that might cause issues. Please don’t include food in your orders. Fun story, ten years ago, my siblings were all posted around the world and I thought it would be nice to send them all china Easter egg cups with some chocolate in. D’oh. Expensive mistake. I now keep up to date with BFPO rules. As Northolt don’t sign for deliveries the parcels can’t be tracked once they are in the system. They also don’t offer any time scale for delivery or compensation for lost parcels. For this reason, if you want to place an order for a BFPO address you are accepting the risk. I won’t replace it if it goes missing. If you have lost items in the past while using this service, maybe use a different address instead.
Can I get a refund on all or part of my order?
I really want you to be happy with your new things. If the products you selected don’t work out, I can accept returns for most items within 14 days of delivery. Items must be returned in unused condition in their original packaging. All return information can be found here. Unfortunately return shipping costs are your responsibility and the original shipping cost will not be refunded. I can only refund the original credit card.
I have requested a refund, how long will it take to reach my bank account?
Once I have refunded your order, it can take up to 14 days for your credit card company to process. PayPal is up to 30 days! It’s not me, it’s them! I’m sure they’ll process the refund much faster but these are the times listed on their websites.
The items have arrived damaged. What can I do?
If you have any issues with quality or damages, please let me know so that I can provide you with a refund or replacement. There’s more information about faulty goods here.
How do I become a supplier?
If you have a great brand that you think will make my product offer even better, please send an email with the details to firstname.lastname@example.org. I am always happy to look at new and exciting products. Please don’t send unsolicited samples. I will not return these.
How do you check the safety of the products?
All items are tested to relevant product safety standards per UK regulations. I am very hot on toy safety having been in this field for 20 years. I only work with trusted suppliers and everything has the UK/CA or CE mark and is tested to EN71 if applicable. I also stay informed of factory audit results. Sourcing products from ethical suppliers is very important to me. I have visited a number of toy factories in my career, particularly in China, and have seen first-hand how manufacturers run their lines.