FAQS

You can place an order either online through our website or by visiting our shop in person. To order online, simply explore our products at www.sensoryplayground.co.uk,(http://www.sensoryplayground.co.uk) select the items you would like and add them to your basket. When you are ready, proceed to checkout and follow the steps to complete your purchase. Existing customers can log in to their account to check out quickly. If you are a new customer, you will be asked to create an account during checkout and follow the instructions provided. You can also visit our shop at Old Kent Market in Margate, where you can browse our products and purchase directly. We also offer local pickup from our shop location, which can be selected during checkout. You will be notified when your order is ready for collection. Online payments are processed securely and we accept all major debit and credit cards, along with Apple Pay and Google Pay. In store we accept card payments and cash.

We ship throughout the United Kingdom using Royal Mail Tracked services, including Northern Ireland, the Scottish Highlands & Islands, Isle of Man, Isle of Wight and the Scilly Isles. We also ship to the Channel Islands and the Republic of Ireland using Royal Mail international services. Shipping costs are calculated automatically at checkout based on your delivery location and the estimated parcel weight.

We aim to dispatch all orders within 1 working day of an order being placed. Orders placed over weekends or bank holidays will usually be dispatched on the next working day. We send orders using Royal Mail Tracked 24 or Tracked 48 services. Estimated delivery times from dispatch are: • Royal Mail Tracked 24: usually 1–2 working days • Royal Mail Tracked 48: usually 2–3 working days Please note these delivery times are estimates and not guaranteed. Delays may occasionally occur due to circumstances outside our control, such as severe weather, postal disruption or industrial action. If your order has not arrived, please contact us and we will investigate with Royal Mail. If a parcel is confirmed as lost, a replacement or full refund will be offered once 15 working days have passed from the dispatch date, in line with Royal Mail’s lost item policy. Royal Mail may leave parcels in a safe place or with a neighbour if deemed appropriate. Details of this will be shown on the tracking information provided with your order.

Yes, we offer free in-store collection from our shop at Old Kent Market. As some of our stock is stored in different locations, your order may need to be prepared before it is ready for collection. Please allow until the next working day for your order to be ready. We will email or text you when your order is ready to collect. Please wait for this confirmation before visiting the shop. When collecting your order, please bring your order number as proof of purchase. Our shop opening hours are: • Monday: Closed • Tuesday: Closed • Wednesday: 12:00 – 17:00 • Thursday: 12:00 – 17:00 • Friday: 12:00 – 17:00 • Saturday: 10:00 – 17:00 • Sunday: 11:00 – 16:00 Please note that local delivery is no longer available, but customers are welcome to place orders online for collection. Orders will be held for collection for 30 days from the date you are notified they are ready. If an order has not been collected within this time, we will contact you to arrange an alternative solution, which may include cancelling the order and issuing a full refund.

If your order arrives damaged or faulty, please contact us as soon as possible so we can arrange the return process. You must notify us within 30 days of receiving your order. To help us resolve the issue quickly, we may ask you to provide photos of the damaged item and the packaging. Please keep all packaging materials until the issue has been resolved, as they may be required as evidence if we need to submit a claim with Royal Mail for damage in transit. Once the issue has been reviewed, we will arrange either a replacement or a full refund where appropriate.

As a small family-run business, we take great care when packing every order. However, on rare occasions mistakes can happen and an incorrect item may be sent or an item may be missing. If this happens, please contact us as soon as possible so we can investigate and resolve the issue. You must notify us within 14 days of receiving your order. Once we have been notified, we will review the issue and provide instructions where necessary. Where appropriate, we will arrange either a replacement item, the missing item to be sent out, or a full refund. Please check your order upon arrival before disposing of any packaging, as this may be required when investigating packing errors.

If you change your mind about your purchase, you may return most items within 14 days of receiving your order, provided they are unused, in their original packaging, and in a condition suitable for resale. Please contact us before returning any items so we can provide return instructions. However, for hygiene and safety reasons, we cannot accept returns once opened or used for certain products. This includes, but is not limited to: • Chewable sensory products or oral sensory tools • Oral hygiene products such as toothbrushes or toothpaste • Ear defenders and other wearable sensory items once used • Shoelaces once fitted or used • Products intended for babies or young children (0+ months) • Items supplied in sealed packaging where the seal has been broken Items must be unused, complete, and in their original packaging to be eligible for a return. If you are unsure whether your item is eligible for return, please contact us before sending it back and we will be happy to help. Unless the item is faulty, damaged, or incorrect, customers are responsible for the cost of returning items to us. We strongly recommend using a tracked postal service when returning items. The customer remains responsible for the item until it has been safely received by us, and we cannot issue refunds for items that are lost or damaged during return transit. This policy does not affect your statutory rights under the Consumer Rights Act 2015.

We make every effort to ensure that product photos and descriptions accurately represent the items we sell. However, many sensory and toy products are manufactured in batches, and small variations can occur between production runs. As a result, minor differences in colour shades, facial expressions, shapes, mould details or finishes may occur compared to the images shown. These slight variations are normal and do not affect the function, quality or intended use of the product. Product images are provided as a general representation of the item, and minor manufacturing differences should be expected. If the exact appearance of an item is particularly important to you, please feel free to contact us before placing your order and we will do our best to assist. This does not affect your statutory rights under the Consumer Rights Act 2015.

Our mystery boxes are designed to be a fun surprise and a great way to try a variety of sensory items, especially if you are unsure what to choose. You can select your preferred bag colour when placing your order. If you have a favourite colour or one item you would particularly like, you are welcome to leave a note at checkout and we will do our best to accommodate this if stock allows. However, as the boxes are intended to remain a mystery, we cannot guarantee specific products or colours. The only guaranteed choice is the bag colour selected when ordering, and the majority of items included will still be a surprise.