Large or bulky items are typically products that weight over 30kg. However some items may be classed as large or bulky items even if they weigh less than 30kg due to the products dimensions.
Shipping FAQs
How long does it take for an order to be delivered?
Mainland UK Orders (exclu highlands &islands)
For Great Britain customers, all orders placed before 5pm will be delivered the next working day, excluding orders placed on the weekend and on public holidays. Working Days are Monday to Friday. Any orders placed over the weekend will be out for delivery the following Tuesday. You will receive a text message and email the evening before delivery.
Please note this excludes orders with large bulky items and weekend delivery. Orders with large bulky items are delivered within 3 - 5 working days and the courier should contact you in advance to arrange a suitable date and time. Large, bulky items are typically products that weigh over 30kg. However some items may be classed as large or bulky items even if they weigh less than 30kg due to the products dimensions.
Northern Ireland Orders
For Northern Ireland customers, all orders placed before 2pm will be delivered within 2-3 working Days. Working Days are Monday to Friday. Please note this excludes orders with large bulky items and weekend delivery. Large bulky items are typically products that weigh over 30kg. However some items may be classed as large or bulky items even if they weigh less than 30kg due to the products dimensions. Orders with large bulky items are delivered within 4 – 5 working days.
Highlands & islands Orders
For highlands and islands customers, all orders placed before 5pm will be delivered within 2 working days. Working Days are Monday to Friday and exclude public holidays. Any orders placed over the weekend should be out for delivery the following Wednesday.
If you want to check the status of your order please view Your Most Recent Orders in the My Account area of our website.
Please note that these delivery times are only guidelines and are not 100% guaranteed due to certain factors which are outside of our control. If you have not received your parcel please let us know immediately so we can investigate.
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How much will my shipping costs be?
Free Shipping applies to all orders over £40 excluding orders with large or bulky items. Large or bulky items are typically products that weight over 30kg. However some items may be classed as large or bulky items even if they weigh less than 30kg due to the products dimensions. Should free shipping not apply to your order you will see the shipping cost displayed when you click ‘Add to Basket’
Standard Shipping Charges if order is £40 or under:
Great Britain shipping charge: £4.99
Northern Ireland shipping charge: £4.99
Shipping Charges for Large Bulky Items:
Depending on the size and weight of these items, shipping charges vary from £4.99 to £49.99. This applies to Mainland UK and Northern Ireland. Please note that we try our best to offer the most competitive prices for shiping.
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How will my order be delivered?
Great Britain
Orders with standard parcels (typically items up to 30kgs *) are delivered via DPD.
Large, bulky orders (typically items over 30kgs *) are delivered via Arrow XL
*Please note that this is not an exact rule and some items may be classed as a large or bulky item even if they weigh less than 30kgs due to the product dimensions (ie. the length iof the product falls outside that of a standard parcel)
Northern Ireland
All Northern Ireland orders are delivered via Express Parcels.
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What shipping options are available?
There is currently one shipping option available for Great Britain and Northern Ireland orders as outlined above.
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What time of day will I receive my delivery?
Orders are delivered between 8.00am and 6.00pm.
For standard parcels in Great Britain, you will receive an email and SMS notification on the delivery day from our delivery carriers advising a one hour time slot that your order will be delivered. If this is inconvenient you can re-schedule the delivery date. Please note this option is not available in Northern Ireland.
If convenient, we can deliver your order to your work address. Therefore, when ordering please enter your work address. If applicable, include the company name.
For delivery of large, bulky goods the courier will contact you by phone prior to delivery to arrange a convenient time and date.
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What happens when I am not at home when my delivery arrives?
Our delivery carriers will leave a calling card advising that they tried to deliver the order and they will also send an email and SMS notification to advise you of the attempted delivery and allow you to rearrange an alternative date.
In some cases, your order may be left with your neighbour if there is no one to sign for the parcel. Our delivery carriers may attempt to deliver at a neighbour either side of the delivery address or directly opposite at which point a signature and address is recorded. You will also receive a card to advise your parcel has been left with a neighbour and can view the details when you track this order.
Our delivery carriers will automatically attempt delivery on two consecutive days. If unable to deliver they will hold the parcel in the local depot for a further 2 days, awaiting a response from the receiver. If at this stage, no further delivery instructions are received, the parcel will be returned to our warehouse.
Once this order has been returned to our online warehouse we will process a refund for the order. If you still require this order you will need to re-order.
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Why has my order not been delivered and returned to you?
The most common reason for this is because our delivery carriers attempted delivery and was unable to obtain a signature for delivery. You can check the reason by following the tracking link that was e-mailed to you by our delivery carriers. This order will be returned to our online warehouse and we will refund you for the items, you may incur a shipping charge.
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Why has my order been cancelled?
There are a number of reasons why we cancel an order. The most common reason is because the billing address details provided by the customer do not match the details that the customer's bank has on record for them. Please make sure that that the billing address you provide is the address that the card is registered to. Once an order has been cancelled it cannot be reactivated. Please place a new order making sure all address details are correct.
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My parcel is shown as having been delivered but I have not received it.
If our courier was unable to reach you when they tried to deliver your goods, they may have delivered the parcel to one of your neighbours – please check the tracking link provided by the courier. If having tried your neighbours your parcel is still missing, please contact us and we will investigate further.
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My order has been cancelled but it appears that I have still been charged.
Once your have entered your payment details your bank will place an authorisation against that full order amount in your account. This will show as a pending amount on your statement but will not actually be taken by us. As soon as we cancel an order we automatically send information to your bank to ask them to release any outstanding authorisation. This process will take up to 5 days depending on your bank's procedures.
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I have received the wrong items
If you believe you received the wrong items in your parcel, please contact us and we will investigate further.
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How do I track my order?
There are two ways you can track your order. Click here for information.
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I am missing item's from my order
From time to time orders will be delivered on different dates, so first of all, check your delivery note to see if any of your items will be arriving separately. You will not be charged any additional postage costs. If the delivery note says an item should be in your parcel but it is not, please contact us and we will investigate.
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How can I get my items to arrive faster?
We offer a Next Working Day delivery service for GB orders placed before 5pm Monday to Friday, excluding large, bulky items and NI orders. Anything outside of this will be delivered within 2 to 3 working days.
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Can I ship to multiple addresses?
Currently, we are unable to ship to multiple addresses.
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Where do you deliver to?
We now deliver to all postcodes in the UK, including the Scottish highlands and islands. Please note that the service to the Scottish highlands and islands is a 2 day service.
We do not deliver outside of Ireland or the United Kingdom
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Do you deliver outside of Mainland UK?
Currently, we do not deliver outside of Mainland UK.
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Are there any rules and restrictions I should know about?
Please note the following
- To qualify for next working day delivery you must place your order before 5pm Monday to Friday
- We do not deliver on weekends so orders place on Friday will be delivered the next working day
- You do not qualify for delivery on the next working day on public holidays. Orders placed on a public holiday Monday will be delivered on the Wednesday
- Large Bulky items do not qualify for next working day delivery or free shipping.
- We cannot deliver outside Mainland UK.
- We cannot deliver to Channel Islands, Isle of Man, Scottish Highlands, Orkney and Shetland or Oban and Arran
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Can I request a specific delivery date / time when I place my order?
Currently, you cannot request a specific delivery date or time when you place your order. However, on the date of delivery you will receive an email and SMS notification of your one hour time slot. If this is not convenient you will be given the option to re-schedule this delivery. This option does not apply to Northern Ireland orders or orders with large, bulky items.
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How is order status different from tracking information?
Your Order Status is supplied by Smyths Toys, and details what is happening with your order between the time you place it and the time it is dispatched from our warehouse. Once your order is processed and leaves our warehouse, it is handled by our delivery carriers. Our delivery carriers may provide Tracking Information allowing you to keep track of your order when it leaves our warehouse. When tracking information is available you can view it from Your Most Recent Orders in the My Account area of our website.
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What if the delivery date has passed and I still don't have my order?
Please note that delivery dates are estimates only, and are not guaranteed. Due to many factors, delivery dates can also change. We do our best to provide accurate estimates and provide you with resources for tracking your order, such as order detail and tracking links. Orders that are shipped via our delivery carriers will have tracking information. There are two ways you can track your order. Click here for information.
Please note the following:
If the tracking information indicates the package has been delivered it will state the date and time of delivery and who signed for the parcel. In some instances, your order may be left with your neighbour if no one is home to sign for the parcel. They will attempt at a neighbour either side of the delivery address or directly opposite at which point a signature and address is recorded. You will also receive a card to advise you of this.
2. If the tracking information indicates the package is being returned to us, or if the address is incorrect, it may have been undeliverable. Our delivery carriers will automatically attempt delivery on two consecutive days. If unable to deliver they will hold the parcel in the local depot for a further 2 days, awaiting a response from the receiver. If no further delivery instructions are received, the parcel will be returned to our warehouse
3. If there is no tracking information, or you cannot locate the package and it is not being returned as undeliverable, please contact us
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Are all orders delivered by your couriers discreetly packaged?
Unfortunately not all orders can be discreetly packaged. Some larger items may be delivered in original packaging which may display the product on the outside of the box. Please consider getting these delivered to relatives or neighbours if you are purchasing large items for Christmas presents.
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