SHIPPING
DELIVERY
We always aim to dispatch within 24 hours. This may not be possible during busy periods. Our standard shipping aims to deliver your parcel within 3-5 working days, and our express shipping within 1-2 working days once your order has been processed and you have received your shipping notification. We use Royal Mail Tracked 24 and 48 and Parcelforce for our larger items for all deliveries. The amount we ask you to pay is totally dependent upon the weight and size of your item and is calculated as you enter the checkout process.
INCOMPLETE OR WRONG ADDRESS
Please ensure you check your address once your order has been dispatched. We are not able to amend your delivery address and you will be responsible for deliveries to incorrect or incomplete addresses. An admin fee of £3.95 or the cost of your postage will be payable due to an incorrect or incomplete address supplied at the time of ordering. A payment request will be sent for parcels that are to be reposted which will need to be paid before a parcel is re-sent. If you choose not to have your order reposted we will deduct the postage cost from your order when we process your refund.
IN-STORE COLLECTION
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 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:
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Monday: Closed
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Tuesday: Closed
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Wednesday: 12:00 – 17:00
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Thursday: 12:00 – 17:00
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Friday: 12:00 – 17:00
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Saturday: 10:00 – 17:00
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Sunday: 11:00 – 16:00
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
DAMAGED
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
WRONG GOODS RECEIVED
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.
CHANGED YOUR MIND
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:
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Chewable sensory products or oral sensory tools
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Oral hygiene products such as toothbrushes or toothpaste
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Ear defenders and other wearable sensory items once used
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Shoelaces once fitted or used
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Products intended for babies or young children (0+ months)
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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.