Customer Service

How Can We Help?We've worked hard to make our website as user friendly as possible, whether you're shopping with us on your laptop, ipad or mobile phone. However, if you have any questions about shopping with us, we've compiled a list of our most common questions below.

If your question isn't answered here, simply get in touch and we'll do our best to help!

 


 

How do I place an order with you?

Once we receive your order we will package and dispatch on the same day or the next working day, depending what time we receive your order. You will automatically receive an email receipt once you have placed your order and a delivery notification email will keep you informed when your order gets dispatched at our end.

What's the best way to find what I'm looking for?

If you know the item you're looking for, you can type the product name or type into the search bar found in the top right corner of every page to see the results. If you aren't looking for anything specific, simply start your search using our department categories found under our header - you can then use our filters on the left hand side of the screen to narrow down your choices by price, type, age range and lots more!

What payment methods can I use?

You can pay by credit or debit card during the checkout process via our secure payment gateway with Paypal. You can use your existing Paypal account or checkout as a guest and pay by credit or debit card (a Paypal account is not required to place an order with us).

Can I amend or cancel my order?

We are geared up for sending out orders the same day, if you place your order before 1pm. Once you checkout and you have received an email confirmation from us, we have a small window to make changes. Please get in touch with us by replying to your email confirmation with any requests and we'll do our best to help. However, once you receive your dispatch confirmation from us, this means we've posted your order so we are unable to make any further changes or amendments. However, you can still return or exchange any unwanted items.

What are my delivery options?

We offer Standard Delivery options for both the UK and the EU.

UK Orders

Our Standard Delivery service will arrive with you within 3-5 working days.  Free for orders over £25!

Overseas Orders

Our Standard European Delivery takes  5-7 working days. Please note, if you are placing an order for a Special Delivery item, such as a pedal car (Special Delivery Items are large and bulky items and are marked on the product page), please note we will get in touch with you to confirm your delivery date.

I'm in a hurry.... how soon can I receive my order?

If you are in a hurry, please get in touch before you place your order and we'll do our best to help.

Can I return or exchange an item I've bought online?

We know you'll love our products. If on the rare occasion you simply change your mind, then we have a no hassle returns policy. Find out more about our Returns Policy here.

I can't order the quantity that I require...

If you are looking for a larger number of items than we currently have in stock, fear not. Get in touch with your request and we'll do our very best to get you the quantity that you need, when you need it. 

Do you offer discounts on bulk orders for large events and parties?

Yes! If you are planning a party or event and require a large number of toys or party pieces, get in touch with us and we'll be happy to discuss this with you. 

I've received the wrong item

Please accept our apologies. We do our best to check and double check every order before it leaves us so we rarely get it wrong. However, if we have made a mistake, get in touch with us and we'll sort this out for you as soon as we can. If the correct item is still in stock we’ll send it out to you straight away. If it isn’t, then we’ll let you know how long it will take until the item is back in stock, or suggest a replacement.

My item has arrived damaged or faulty

Let us know and we’ll arrange a refund or replacement. We may not even need the item back if you can provide a photo. Find out more about our full returns policy here.

My parcel hasn't arrived yet

We detail the recommended delivery times from our postal suppliers so if this time has passed and your parcel from us hasn't arrived yet, then we can help.

Most of the parcels we send out are too big for a letterbox, so cannot be delivered if there is no one in. If this happens, Royal Mail or Parcelforce will leave you a note with details of how to rearrange the delivery or collect it from your local collection office. We recommend the following before getting in touch with us:

- Check that all your delivery details are correct in your email confirmation from us - one error with your post code or town could cause it to go astray.
- Double check to see if a delivery card has been posted through your letterbox and has got mixed up with your other mail.
- Check with your next door neighbours to see if they have taken a parcel for you whilst you were out.
- Check your “Safe Place” outdoors. If you regularly arrange for larger deliveries to be left in your shed or log store, then it's possible the postman has remembered this.
- If you still cannot find it, contact us and we’ll find it for you. You can also get in touch by replying to your email confirmations from us.

Are my details safe?

Yes! We do not store your card details on our system once you place an order, so your bank details are always safe. We do not sell any email addresses so if you decide to subscribe to our Newsletter, you can be assured that you will only receive occasional emails from us with news and promotions.

Why do you need my email address and telephone number?

We ask for this information so that we can email you your order confirmation and to let you know when we dispatch your order. We will only get in touch by telephone if there are any issues relating to your order or delivery.

Why should I Register for an Account with you?

If you register for an account with us, we've got lots of time saving features to make life easier. Simply click on "My Account" which can be found in the top right hand corner of every page and type in your details. Now you can view previous orders or save your favourite items to your Wishlist and email these to friends and family members for pressie ideas or feedback before you buy. You can also check the status of any current orders or update your saved addresses and Newsletter preferences. 

Do you offer trade prices?

No - we are a retail shop and sell to consumers only.

What if I'm having trouble online?

The easiest way to report a problem with our website it to use our contact us form or email us at info@vintage-toys.co.uk. We want to be able to fix the problem as quickly as possible, so if you can supply us with any information that can help we'd be ever so grateful, such as what browser you're using, if you're on a laptop or mobile phone etc. Better still, take a screenshot and email us!

 Any suggestions?

Get in touch with us as we'd love to hear your feedback or suggestions!