FAQ’s

How soon can you get my order to me?

All orders placed by 4 pm, Monday to Friday, will be despatched the same day, using Royal Mail or Courier. Our aim is to ensure your order is received as quickly as possible.

For UK Mainland only we offer the following postal services, orders must be received by 4pm (Monday to Friday)

Standard 2-4 Working Days (Monday to Friday) £2.75 – £3.90

Next Day Guaranteed by 6pm (Monday to Friday) £4.50

Next Day Guaranteed by 10.30am (Monday to Friday) £9.50

Saturday Guaranteed by 10.30am £14.50

Is my area exempt from a guaranteed delivery day service?

Unfortunately we are unable to offer a guaranteed delivery day service to parts of Scotland and the Highlands including Aberdeen, Kirkwall, Shetland Islands, Kilmarnock, Paisley, Perth, Outer Hebrides and Inverness. Standard delivery will be between 2-4 working days. Please contact our sales team for an exact delivery timescale on 01438 300 301 or email [email protected]

 

Will I have to sign for my parcel?

Lightweight parcels will be despatched by Royal Mail post and therefore will not require a signature. Heavier parcels, will be despatched via courier and will require a signature. Carriers generally deliver between 8am and 6pm, Monday to Friday, please ensure you state a DAYTIME delivery address and telephone number. This is for both yours and our security. If we have your email address or mobile telephone number, we will contact you on the day of despatch to advise of your delivery slot the following working day, which can be changed online if this is not convenient.
What happens if I am not in when your carrier arrives?

Our carrier will leave a card indicating the day and time they attempted to deliver. The card will advise what has happened to the parcel and give contact details, telephone/internet to arrange re-delivery. The courier will make two attempts to deliver your parcel, after the second attempt the parcel will be returned to us.


Can I send my parcel to a different address?

Yes, you can send your parcel to a different address, just complete the details where specified, and ensure the invoice address, is that of the account holder/card holder.

Can I collect My Order From You?

You are more than welcome to place an order with us via the website, email or phone, and come and collect it from our office. Please note we do not have the facility to browse around a store, and orders do need to be placed before coming to collect from us. We are open Monday to Friday 9am – 5.30pm. We kindly ask for at least 4 hours notice from placing an order, to coming to collect, so that we have it all ready for you. At busier times of the year such as Christmas we do ask for up to 24 hours notice before collection. Unfortunately we are unable to accept collections on a Monday. If you have any queries on this service please do not hesitate to contact our sales team either by phone on 01438 300 301, or by email at [email protected].co.uk

Our address for collection is:

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How will I know if something is out of stock?

Items are displayed as ‘Out of Stock’. If you add the item to your basket we will ship the items as soon as they become available at NO extra cost. (Please note, if you select one of our guaranteed delivery day services, the out of stock items to follow will be sent on our standard 2-4 working day delivery service once back in stock.) Items listed as ‘Out of Stock – to follow’ are anticipated for delivery within 7/10 days of placing your order, any other items that may not fall within this lead time will be indicated accordingly. If your order contains more than one out of stock item, these items will be shipped all together once everything is back in stock. Discontinued items will be flagged, and will not be placed on back order. For non account holders, items are charged for at the time of placing your order.
Is it safe to shop online at www.koolkidztoys.co.uk?

Yes, it is safe to shop online at www.koolkidztoys.co.uk. We use the Secure Socket Layer (SSL) encryption method; your details are encrypted before the information transfers from your computer to our system. You know when a page is secure because a padlock symbol shows at the bottom of the browser (or if the address of the web page starts with https). This method is the recognised standard for secure transactions. If you still have any concerns please give us a call on 01438 300 301 or e-mail [email protected]
When placing my order over the internet, how will I know if it has gone through correctly?

You will receive an e-mail confirmation the same day, quoting your Delivery Note number, your order can also be tracked online, using My Account, if  however you are still unsure, just give us a call on 01438 300 301 or e-mail [email protected].co.uk
How am I able to track the order I have just placed?

If you have placed an order via our website you can simply check the status of your order by signing in, via My Account link at the top of the screen. You will then be able to access your account details and view any previous or current orders you have placed. If the status of your order shows Despatched click on Track, this will then take you to the couriers website where you will be able to view the current status of your order.

Will I be able to amend my web order once it has been submitted?

You will need to immediately contact our Sales Department either by telephone 01438 300 301, or e-mail [email protected] If your order has not been packed ready for despatch, we will gladly add the item(s) to your order, however, orders are processed quickly and efficiently. If we are unable to add the item(s) to your original order, we will contact you either by telephone or e-mail, as it will be treated as a separate order thus incurring an additional carriage charge.

Do your prices include VAT and what is your procedure for organisations that are exempt from paying VAT?

Yes all prices include VAT where applicable. Organisations that are exempt from paying VAT are advised to order their goods and pay the VAT, they then need to make their own arrangements to claim it back. We are unable to deduct this for you. Channel Islands pay no VAT.
Haven’t answered your question?

Just give us a call on 01438 300 301 or email [email protected]