Order Status
Please see information below about your order
Order Placed
You placed your order on 14/06/2020.
The estimated date it will leave our warehouse is 15/06/2020
Your order contains 2 shipments
Shipment #1
Items in this shipment
1x Thomas & Friends Trackmaster Engine Percy
Dispatched
We’ve dispatched your order from our warehouse and it’s currently on it’s way to the courier.
With Courier
Our courier has received your parcel and it will be on it’s way to you very soon!
Your estimated delivery date is between 17/06/2020 and 18/06/2020
#deliveryday
Our courier has delivered your parcel. We hope you enjoy your order.
For full tracking details please click
Hermes Tracking Number - 1362914692821178
Shipment #2
Items in this shipment
1x Thomas & Friends Trackmaster Engine Percy
Dispatched
We’ve dispatched your order from our warehouse and it’s currently on it’s way to the courier.
With Courier
Our courier has received your parcel and it will be on it’s way to you very soon!
Your estimated delivery date is between 17/06/2020 and 18/06/2020
#deliveryday
Our courier has delivered your parcel. We hope you enjoy your order.
For full tracking details please click
Hermes Tracking Number - 1362914692821178
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Top 5 FAQ
Where can I track my parcel?
Please enter your order details in the search bar on the left to view your parcel tracking.
Where do I enter my voucher code?
- Once you have added an item to your basket, select “view basket and checkout”
2. Select “Enter your voucher code”
3. Enter your code and hit “submit”
4. Continue with checkout!
What will happen to my parcel if I am isolating?
Good question! All our couriers are currently running “contactless deliveries” this means they will leave your parcel in a safe place. You’ll receive an email straight away to let you know your parcel has arrived.
If you have any problems please don’t hesitate to get in touch.
How do I contact you?
Please use "contact us" situated at the menu to the left to send us a message, alternatively get in touch on our live chat in the bottom right hand corner.
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Returns & Refunds
I have a question about a return/refund
How can i return an order?
Order Issues
My item is faulty
I have received the wrong item
I want to cancel an order
I'm missing an item
My item is damaged
Payment & Promotional
I have a problem at the checkout
Technical
I’m having trouble logging in
I’m having a problem shopping
I want to change my account details
Other
I need something else
Covid-19
Will my order be delivered on time?
Yes! While we have made changes in our warehouse facility and office to cope with social distancing measures there has not been any change to the great service we provide!
Can I still contact you?
Of course! The easiest and most efficient way to get in touch is through our contact form, we promise to get back to you within one working day (normally much quicker). If you prefer to reach out to us by phone you can do so between 9-5 Monday-Thursday.
What will happen to my parcel if I am isolating?
Good question! All our couriers are currently running “contactless deliveries” this means they will leave your parcel in a safe place. You’ll receive an email straight away to let you know your parcel has arrived.
If you have any problems please don’t hesitate to get in touch.
Has my parcel been packed in a safe environment?
We carry out regular risk assessments, stuck arrows to the floor, given extra breaks, hand sanitiser, masks and gloves to all our hard working warehouse team to ensure we keep everyone safe!
How long do I have to return an item?
We’ve extended our return time from 30 to 60 days in light of the pandemic, this means that you don’t have to worry if something goes wrong or you need to return an item and you are shielding/isolating.
Please get in touch as early as you can to let us know you intend to return something so we can expect it back when you’re ready.
Delivery
Where can I track my parcel?
Please enter your order details in the search bar on the left to view your parcel tracking.
My tracking hasn’t updated, is that normal?
Standard delivery tracking can take up to 48 hours to update, if you don’t see an update please contact us and we’ll chase this for you right away.
Can I request a specific delivery time?
Will the couriers leave my parcel with a neighbour?
If you are not home when the courier arrives to deliver your order, they may try and deliver it to a neighbour so that your delivery isn’t delayed. A card will be left for you to locate this when you get home.
I gave you the wrong address, what do I do?
Whoops...All parcels will be sent to the address that we have been provided with. If you gave us the wrong address you need to contact us as soon as possible (preferably within 2 hours). Once the item is dispatched, we will not be able to guarantee that the address can be changed although we will try our best to get this done for you!
I’ve ordered a few items, will they arrive all in one delivery?
We will do our best to send all of your items together in one parcel. If we cannot fit them all in one parcel, they will be split and sent separately. Please note that they may arrive on different days!
What do I do if my order doesn't arrive?
All time frames are indicative only. We do endeavour to get all products delivered within the time prescribed. If your purchase has not arrived and you have allowed a reasonable amount of time please contact us here directly and we will try our best to resolve this for you!
Returns
Can I return something if I order the wrong item by mistake?
Yes! As long as it comes back to us in a completely resalable condition, we will refund you when we have received the item back.
Can I return something if I’ve opened it?
Unfortunately, if an item is not in resalable condition we are unable to accept a return.
I returned an item but I haven’t heard back yet, what do I do?
During peak times (November-December) it can sometimes take up to a week to receive a refund from a returned item. Hang in there, we haven’t forgotten about you!
I’ve decided I no longer want my item, can I return it?
Yes! As long as it comes back to us in a completely resalable condition, we will refund you when we have received the item back.
My item is not working, what can I do?
If you have received a faulty item please get in contact with us as soon as possible and we will do our best to resolve this for you!
My item has arrived damaged, what do I do?
Please contact us here and upload a picture and someone will get back to you to get this resolved ASAP!
Orders
How do I make an order?
To make an order, first select the item and add it to your basket. From here you can either continue shopping or head to the checkout page.
If you have finished browsing, simply click the basket symbol in the top right hand corner of the page to continue to check out.
How do I cancel my order?
My parcel arrived but one of the items is missing, what do I do?
It is possible that your order has been split due to the size of the items, If you are missing an item from your order, please contact us here immediately so that we can get this resolved for you.
My parcel arrived, but you’ve sent me the wrong one, what do I do?
In the unlikely event that you receive the incorrect item, please contact here us immediately so that we can arrange to get the wrong item back and have the correct item sent out. Please contact us here to send us a picture of the item you have received.
I have a discount code but can’t find where to enter it
Please see the the image here which indicates where in the checkout process to enter the code
I have forgotten to enter my discount code
If you've already checked out unfortunately there is nothing we can do to apply the code at this point but please don't worry as the code will still work on a future order.
Where do I enter my voucher code?
- Once you have added an item to your basket, select “view basket and checkout”
2. Select “Enter your voucher code”
3. Enter your code and hit “submit”
4. Continue with checkout!
Payments
How long does it take for my money to be refunded?
Once a refund has been issued, it could take up to 3 working days to reach your account. If the refund hasn't come through within 48 hours, please don't hesitate to contact us here and we will have a lookn into this for you!
What methods can I use to pay?
We accept cards from all major providers, including American Express as well as PayPal, Apple Pay and Klarna!
Why is the item cheaper here than on eBay/Amazon?
Our prices are very competitive. You may find that our products are higher prices on eBay and Amazon. This is due to very high selling fees on these channels.
Are you VAT registered?
Yes, we are VAT registered. If you require a VAT receipt please contact us here and we will get that arranged for you.
Other
I didn’t receive a confirmation email?!
Email confirmations are sent automatically when you complete your order. If you haven’t received one, we suggest checking your spam, especially if you haven’t purchased from us before. If you checked out with PayPal the confirmation will go to the email address associated with your PayPal account. If you have checked your inbox and your spam and haven't recived a confirmation email within 30 minutes of ordering, please contact us here and we will have a look into this for you.
Where can I keep up with your current deals and offers?
How do I open an account?
When you checkout you will be given the choice to either open an account or not. The benefit of opening an account with us is that it will make it easier to track your orders and you will not need to re enter your details should you choose to shop with us again!
Can I unsubscribe from your marketing emails?
Click here to unsubscribe from our mailing list