Frequently Asked Questions.
How much is your P&P?
Please see our shipping page for up to date information.
Do you ship outside the UK?
Yes, we ship to a wide number of countries, including most of Europe as well as Australia and New Zealand. Please see our shipping page for rates. We no longer ship to the US and Canada due to the high cost of public liability insurance.
Am I entitled to a free gift?
We have a variety of special offers and free gifts. You will be offered some gifts at checkout and these must be added to your basket if you wish to claim them. Free gift entitlements will not be added to your parcel unless they are part of the order agreed by you at checkout and cannot be sent out subsequently, so please make sure you add them! (This service is not available at the moment)
When can I collect a a ‘Collect from Store’ order?
I am in the unit from 9-1pm Monday to Friday. Please let me know when you wish to come and collect or I can leave your order with Reception.
How do I use a discount voucher?
Discount vouchers can be used during checkout in accordance with the terms of the voucher. The full cost of the voucher will be redeemed against the value of the order, however the order must be greater than the cost of the voucher. The voucher cannot be redeemed against the cost of p&p. Vouchers may be given as equal in value top&p at PlayMerrily’s discretion but must be redeemed against a cost of goods equal to the voucher.
Part of my order is out of stock, what does this mean?
Some items can be temporarily out of stock; with over 2000 lines between our 2 shops, perfect stock levels can be difficult to achieve. However, we receive regular deliveries and normally send on an item within a week. We do not believe a customer should incur any additional cost for a split delivery and send items on at no extra charge. If an item is marked as “to follow” on your order, we will contact you to ask if you are happy to wait for it or if you prefer a refund. Our stock control system is so good that this almost never happens!
How do you package your deliveries?
The vast majority of our deliveries are sent out boxed and packaged with air pillows. Most boxes will be plain but we DO REUSE as much of the packaging sent by our suppliers as we can as we believe this is environmentally responsible. We NEVER reuse packaging which has previously gone through the post itself and we work in a pet free, smoke free business environment within an industrial unit. As a result of our packaging policy, some items may arrive in a box which has some printed wording on the outside, such as a supplier name, or the name of an item such as “Hama”. Please ask us if you need something to come plainly boxed and we will endeavour to comply!
What delivery company do you use?
We currently use Royal mail and DPD Couriers. Items sent by DPD can have a text alert if a mobile number is added to the address.
How quickly is an order delivered?
We pack our orders on a daily basis and are work Monday to Friday. Items ordered by 12pm will normally be posted that day. Please be aware that we may take slightly longer during busy periods.
Can I have my order shipped to a different address?
Yes, you can alter the shipping address during the checkout process. For easy use of payment systems, please ensure your invoice address matches the address that your card is registered too, or alter it accordingly during the payment process. An order cannot be split between addresses, so please place a separate order for each shipping address.
Do you offer a gift wrapping service?
We don’t currently offer gift wrapping.
Do you offer expedited delivery?
In addition to our standard UK postage rates, you may also pay for a tracked and couriered parcel. This is normally £6.95 within the UK and the shipping number will be emailed to you at the time of collection. The office is open from 9am till 1pm daily but couriered orders, depending on the area it is going to, may need to be received by 11am to be despatched that day. Give us a call or drop us an email and we’ll help 🙂
How do I return an item?
Please see our returns page.
If you change your mind after placing your order and wish to cancel, you may do so. You must email or call as soon as possible to do this as a cancellation cannot be accepted after despatch. Please bear in mind that most parcels are despatched within 24 hours and if an order is placed just before 3.30pm, it may be sent out within minutes to catch that days postal collection, A cancellation received after despatch will count as a return. Cancellations received before despatch will incur no fee or handling charge.
Please note, cancellations received after despatch will be handled as per our returns policy WITHOUT EXCEPTION.
What happens if my item goes missing in the post?
We aim to offer a friendly, efficient, reasonable and no-quibble policy in this regard. We do ask for time to make enquiries, we also ask that you contact your local sorting office as most parcels are found by this method and you are likely to know your area better than we can and so are more likely to know the right office to try. We will refund or replace a missing item, but reserve the right to wait the statutory 15 days demanded by Royal Mail before a claim for lost mail is made, which may affect how quickly you receive your refund or replacement.
Do you do discounts for groups or professional toy and craft material users?
If you plan to place a large or regular order for a group or as a professional user of toys and craft materials, please email us. Discount codes will be given at our discretion. Please bear in mind we are a small business and cannot give away products for free 🙂
We are happy to supply groups, schools, hospitals and other establishments using a purchase order. Please email the order to email@example.com. Ideally, to ensure stock is available, please also place the order for the required items on our website and choose the appropriate option at checkout; payment will not be required immediately. Please follow this up with an official purchase order by email from an official email address.
Specifications, Colours, Weights and Sizes.
We reserve the right to alter specifications without prior notice. All sizes and weights are given as a guide only and are approximate. Representations of colour are approximate due to the limitations of photographic images and calibrations of different output devices. A name given to a product is not necessarily representative of the colour – for example a “blue block could have red writing on it. Accessories supplied to co-ordinate with the main product may differ in shade; this is normally caused by the manufacturing process and is not a fault.
Wood is a natural product and the grain or shade will vary from piece to piece, manufacturers normally use different grades of wood for items. The majority of our wooden items are hand made individually and therefore each item will be unique.
In the event of an item being out of stock, a similar product may, on occasion, be substituted. For example, one brand of wooden blocks could be replaced with another of similar or greater value. This is a rare occurrence and only likely to be used if an item is unexpectedly discontinued.