Delivery Policy

Delivery Policy

Delivery Policy

Shipping & Delivery

We offer a two different shipping and delivery options. Requirements and cut off times may vary depending on your region so please check the specific requirements for your region carefully.

Express Shipping (2 Working Days)

UK excluding Scottish Highlands and Islands and Northern Ireland

For Great Britain customers, order by 3pm for 2 working day delivery, excluding orders being shipped to the Scottish Highlands and Islands and Northern Ireland. You will receive an email on dispatch of your order. Working days are Monday to Friday, excluding public holidays. Any orders placed over the weekend will be considered as being placed the following working day.

Express shipping is £20 for all GB orders.

Unfortunately, we are unable to offer this service to our Scottish Highlands and Islands and Northern Ireland customers. 

Standard Shipping (3-5 Working Days)

UK including Scottish Highlands and Islands.

For UK customers, order by 3pm for standard shipping within 3-5 working days. You will receive an email on dispatch of your order. Working days are Monday to Friday, excluding public holidays. Any orders placed over the weekend will be considered as being placed the following working day.

Standard shipping is £3.95 for all UK orders under £50.

Standard shipping is FREE for all UK orders over £50.

Please note that we try our best to offer the most competitive shipping rates. Shipping fees incured are only covering the cost of the shipping as charged by our third party delivery company. In these cases, we have no alternative but to pass this shipping charge to our customers. Where possible, we subsidise the shipping charge and do not pass this to our customers.

Please note that these delivery times are only guidelines and are not 100% guaranteed due to certain factors which are outside of our control.

Delivery Failure

If you fail to take delivery of the ordered goods and they are returned to us, we will contact you upon their arrival via email. A refund of the cost of goods without shipping will be processed within 7 days unless you have notified us before then to advise that the goods are still required. If the goods are still required, you will be charged an additional shipping fee for a second delivery.

It is the responsibility of the customer to ensure there is someone at the delivery address at the specified date to sign for the parcel. If no one is present the courier may deliver the goods to a neighbour either side or directly opposite and should leave a card to advise where this parcel has been left. If a parcel has been delivered but you are claiming non receipt of a parcel then please allow 3-5 days from date of notifying us to allow us to investigate with the courier. If a refund is applied and the goods are later located then we reserve the right to place a debit for these goods unless you return them to us.

Stock Outs

Usually everything displayed on our site as In Stock is present in our warehouse and available for immediate dispatch. In the unlikely event that any ordered goods are not readily available to us, we reserve the right to cancel your order. You will receive an email notification of any order cancellation as a result of stock out confirming that any pre-authorisation has been released or payment refunded as relevant in line with our Payment Terms, To the extent that the out of stock item forms part of a larger order, all other goods ordered by the customer will be dispatched in the normal way.

Delivery Timeframes

It is our objective to achieve on time delivery on all orders. We monitor our delivery partners and our experience is that delivery is successfully effected within the chosen delivery time period in 99% of cases.

We use a number of third party courier service providers and on occasion human error may cause a package to be misdirected. Once despatched, the on time delivery of a package is the responsibility of the relevant courier company and Smyths Toys cannot be held responsible for a package not reaching its destination on time.

In order to avoid disappointment, we suggest that customers place orders well in advance of parties and Christmas to allow for any unforeseen delays.

For advice and help in the event that you do not receive your package when expected, please email us at thomas@shopthomas.co.uk