Frequently Asked Questions
Please also see the information provided in our ‘Terms & Conditions’ Page.
Q. How secure are my data and card details?
Sensory Toy Warehouse is committed to providing you with a positive online shopping experience and to protecting your privacy and security, using our dedicated server. All your payments are redirected to your choice of payment provider; PayPal or Secure Trading; both are market leaders in fraud protection.
Sensory Toy Warehouse does not have access to or store your debit/credit card/PayPal details. Sensory Toy Warehouse only retains the information provided by you as is necessary to enable us to process your orders, including name, address and contact details. Sensory Toy Warehouse does not disclose, share or sell this information with others.
SecureTrading’s online payment system is the most sophisticated available. All financial transactions are processed securely behind protected firewalls, allowing them to safely process your card payment with the bank. Financial details are never left unencrypted on any part of their system, and are never sent by Internet email, so your card details are protected.
Q: Do you have a catalogue?
We are a dedicated internet company. We like to offer you new and exciting products each and every week. For this very reason we choose not to be restricted by the stock or prices displayed in a catalogue. This allows us to always endeavour to be the FIRST to bring inspiring new products to you throughout the year – and at the great prices that we do!
You can view our products on-line 24 hours a day, 7 days a week, 365 days a year… at anytime to suit you; without even having to leave the comfort of your home; no battle to find a parking space; no trudging around the high street in all weathers; and we will deliver right to your door!
Q. I can’t remember my password!
Do not worry – you can simply request a reminder at any time by clicking on the red ‘Login’ symbol (next to the Search bar) – there you can click on the link ‘Forgot Your Password?’ where you can enter your email and be sent a new password.
Q: How can I pay?
Sensory Toy Warehouse accept payment by all major debit and credit cards and also by PayPal. For all online payments you will be re-directed to our 2 secure payment providers, Realex and PayPal, to make your payment by card or by a PayPal account. We do not have access to your credit/debit card or PayPal details. If you do not have a PayPal account, you are also given the option to create one. We must receive payment before we dispatch your goods.
Public Sector note: Settlement is accepted by card, cheque or BACS – please see below.
Q: Do you accept Public Sector purchase orders?
Yes – but not during the run up to Christmas from November to December.
If you wish to set up an invoice account with us and pay by card, cheque or BACS, please email, fax, or mail your official purchase order to us. We require a purchase order number, invoice and delivery address details, telephone number, and it is essential for us to have an email address. Please be aware that we only accept back-orders if we can ensure we can supply the goods in the near future; we do not invoice you or take payment for items which are not available in stock or due in stock. Please refer to our ‘terms and conditions’ for invoice accounts.
Q: Where do you ship to?
We ship worldwide. From mainland & offshore United Kingdom – including Northern Ireland, Scottish Highlands, Scottish Islands, Isle of Man, Isles Of Scilly and Channel Islands – and just about to every European and International destination in the world.
Q: When will I receive my goods?
We endeavour to dispatch your order within 24 hours of receipt of your payment and online order. During busy periods, especially Christmas time, dispatch can be slightly delayed, however we always endeavour to dispatch all orders to arrive pre-Christmas or we will contact you. You will receive an email notification from us on the day of dispatch, confirming your order is on its way to you.
UK (offshore): Including Northern Ireland, Isle of Man, Isle of Wight, Scottish Islands, Scottish Highlands, Scilly Isles and the Channel Islands (Jersey, Guernsey, Alderney, Herm & Sark). Royal Mail 48 Packet Post service (up to 2kg) and Royal Mail 24 (over 2kg) – dispatch from warehouse within 1 to 2 days and delivery 1 to 2 (working) day service.
(Channel Islands: Please note our prices and postage include VAT – but VAT will not be charged on your invoice).
Europe and Worldwide: Royal Mail International ‘Signed-For’ or DPD road service, depending on the weight of your order (Europe 3 to 5 days, World 5 to 10 days). Orders may be split into more than 1 parcel to enable us to offer you the most cost effective shipping price. (Non EU Countries: Please note our prices and postage include tax – but VAT will not be charged on your invoice).
Q: How can I contact you?
You can email us through our ‘Contact Us’ page link – or email us direct at: firstname.lastname@example.org
You can telephone us on: 01915460191 however during busy periods, especially Christmas, it is preferable to email us.
Our hours of business are:
Monday to Thursday: 9.00am to 5.00pm (09:00 – 17:00)
Friday: 9.00am to 1.00pm (09:00 – 13:00)
You can write to us at:
Sensory Toy Warehouse
5-6 Agecroft Trading Estate
Reg No: 06262007
Q: Can I cancel/return an item/order?
Yes – please refer to our ‘Goods Returns’ Policy information in our ‘Terms & Conditions’ Page here: Goods Returns.
Q: If an item is not in stock, can I reserve it on back-order?
With your best interest in mind, we do not accept payment for back-orders; as we do not wish to take payment from you for items that are not available in stock, or that we cannot guarantee to supply, other than when there is a genuine stock variation. You are very welcome to contact us by email and we will gladly contact you with the anticipated arrival date of any product.
Q: Can I amend or add to an order already placed?
Please contact us and we will endeavour to change your order if possible before dispatch, subject to the collection times of our shipping services.
Q: I need more than the quantity you have available in stock!
Please contact our customer service who will be happy to check when our next delivery of that product is due to arrive, or we will gladly order the product for you, subject to availability.
Q: Do you accept trade/wholesale orders?
Yes – but in order to have trade/wholesale prices and benefits, you will need to apply to a Trade Account.
This can be done here https://wp.sensorytoywarehouse.com/trade-registration-form/