Questions, answered

If it hasn’t been dispatched yet, yes — email us with your order number as soon as you can and we’ll sort it. Once it’s with the carrier we can’t stop it, but you can still return it once it arrives.

Check your spam and promotions folders first. If there’s nothing after an hour, email us with the name and address you ordered under and we’ll find it. It’s usually a typo in the email address.

Not at the moment.

Yes — orders go through the Phone too . If something is going wrong at checkout, email us and we’ll help you get it through.

We dispatch in 1–2 working days. Delivery normally takes another 3–5 working days after that. Working days don’t include weekends or bank holidays.

Shipping is 100% free on all orders across the United Kingdom. There are no hidden fees or minimum purchase requirements.

The United Kingdom only at the moment.

Use our Track Your Order page — you can look up an order with your order number and email, or go straight to the carrier if you already have a tracking number.

Carrier scans can sit still for a day, especially over a weekend. If nothing has moved for three working days, email us with your order number and we’ll chase it.

Check with neighbours and look for a card first — carriers sometimes scan a parcel before it reaches the door. If it still hasn’t appeared after 24 hours, email us and we’ll open a claim with the carrier.

Only before dispatch. Email us straight away with your order number. Once the carrier has it we can’t redirect it.

You have 30 days from delivery to send something back. It needs to come back unused and in its original packaging. Email us first with your order number and we’ll tell you where to send it.

Once the item is back with us and we’ve checked it, the refund goes back to your original payment method. Your bank then takes its own time to show it — usually a few working days.

If you’ve changed your mind, return postage is yours. If the item arrived damaged or faulty, it’s ours — email us photos and we’ll sort it out.

Email us within a few days of delivery with your order number and photos of the damage and the packaging. We’ll replace it or refund it.

Return the original for a refund and place a new order — that’s quicker than an exchange and means you don’t wait for the return to land before the new one ships.

Yes — the wooden wheel base detaches, so each one works as a plain soft toy as well.

No. Nothing we sell takes a battery.

Wipe the wooden parts with a damp cloth and dry them off. Spot-clean the plush rather than putting it in a machine. Keep wheels off wet grass and they’ll stay quiet.

Some of the larger items arrive part-assembled with instructions in the box. If anything is unclear, email us and we’ll talk you through it.

Usually. Email us the product name and we’ll tell you what we know.