Help Center
The Help Centre contains all of our FAQs helping make it as easy as possible for you to find the answers you're looking for.
1. Can I add another item or make changes to my order?
Since orders are processed automatically and sent to our fulfilment network immediately, we cannot add additional items or make changes to your order once payment has been made. However, if you drop us an email at customerservice@toywell.co.uk we will be able to cancel your order if it has not already been despatched.
2. I want to place an order for an assorted item, is there any way to guarantee I receive a specific item from that assortment?
Unfortunately, if a product has the description "Assorted" or "Assorted. One Supplied", we're unable to guarantee which variant from the assortment you will receive. However, when ordering multiples of the same assorted item, our warehouse team will do everything they can to ensure that we do not send out duplicates.
3. Can I cancel my order?
Cancelling your order may not be permitted after you have placed your order, and we have started processing your order. However, if you send us an email at customerservice@toywell.co.uk before it has been sent to our warehouse for dispatch, we should be able to cancel your order for you.
4. There was a problem with my order - what can you do?
To help us sort it out quickly and make sure it doesn't happen again, please reach out to us via email at customerservice@toywell.co.uk and our customer care team who will be more than happy to help.
5. How long will it take for my order to arrive?
We aim to process, pick and despatch all in stock orders within 2 working days and 3 days after any bank holiday weekend.
Our normal delivery time is 2-3 working days after dispatch on our standard delivery service and our express service has a recommended delivery time of 1-2 working days. Please note, our warehouse does not fulfil orders on the weekends, so any orders placed on the weekend will not be dispatched until the following Monday.
6. Where do you deliver to?
We only deliver to addresses in Great Britain. Unfortunately, we do not currently offer international shipping.
7. How much will it cost to ship my order?
Free standard UK delivery on orders over £25. Standard delivery charge of £3.95 on orders under £25. Express delivery charge of £5.95 for any order placed.
8. Can I have my order shipped to an address other than the billing address?
Sure! You can have your order delivered to another address, enter your preferred shipping address at the checkout stage.
9. Can I track my order?
Yes, all our delivery services are fully tracked and will include a tracking number which will be available shortly after your order has been despatched.
10. My tracking information doesn’t seem to be working?
Please not even if you have been assigned a tracking number, this will not always mean the parcel has left our warehouse. Once we have confirmed your parcel has been dispatched, it can take a short amount of time for your tracking information to be updated.
11. I’ve have changed my mind and would like to return anitem that I’ve ordered?
Should you decide you no longer want an item, you have 30 days from the delivery date to return it for a full refund and should email us at customerservice@toywell.co.uk to start the return process. Please note that you will be responsible for the postage for returning the unwanted item to us.
12. What to do if the item I purchased is faulty or doesn’twork?
If you would like to return a faulty item to us, please get in touch via email at customerservice@toywell.co.uk. We will provide responsibility for shipping cost and will provide our free postage return label to you for returning a faulty item to us.
13. I have a question that isn’t stated in the Help centre..
Please contact us via email at customerservice@toywell.co.uk if you have any questions at all and our team will be happy to help.
14. What is your operating time?
Our warehouse and customer care team operate at the following times. Monday – Friday 9am -5pm Saturday and Sunday - Closed
