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contact us:

01246 582225
toys@fivelittleducks.com

visit us:

Five Little Ducks
Church Street, Baslow, Derbyshire, DE45 1RY

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delivery

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This guide summarises the main points of Our Delivery and Returns Policy, which forms part of, and must be read in conjunction with our Terms and Conditions.


Our Delivery Service


"Would just like to say thank you very much for the lovely Pheobe duck we ordered for my daughter for Christmas, very fast delivery"           Natasha, Somerset


"Thank you for my delivery, I received them this morning.  They were beautifully wrapped and they are both gorgeous. I know my nephews will love them"    Sarah, Wiltshire

"I'd just like to say how impressed with the service I have received from yourself recently. I called up just before Christmas [23rd December 2013] and spoke to a lady (apologies I did not take down the name) but she was very helpful and straightforward with her answers, even though the item was not for xmas but more for a birthday on 2nd January... But surprising enough the you still managed to deliver the item before xmas on xmas Eve, which pretty much amazed me.  Speedy service, cannot go wrong with that."         Mr Akram, Scotland

 
At Five Little Ducks, we understand just how important it is that your toys arrive on time and in good condition, particularly if they are for a special occasion like a birthday or a new arrival. We endeavour to offer the best level of customer service that we can; which includes dispatching goods promptly and packaging them with care. Obviously, things sometimes happen that are out of our control, but you can be assured that we aim to make the delivery process as smooth as possible, and if a problem does arise then we'll do our best to sort it out for you.


Delivery Charges


Orders over £75 (exclusions apply):  FREE Standard UK Delivery*

Orders of £75 and under:  our Standard UK Delivery* charge is £3.95


*Sta
ndard UK Delivery excludes deliveries to non-mainland UK, Scottish Highlands and Islands, Isle of Man, Isles of Scilly, Channel Islands, Northern Ireland, BFPO and overseas addresses.

Free Standard UK Delivery* offer on orders over £75, excludes the value of Gift Vouchers and applies to the outward delivery costs from Five Little Ducks to the customer. The postage and packaging cost of any returns are to be paid for by the customer, unless the item is faulty (see our Returns Policy).  We reserve the right to withdraw this offer at any time.

At the checkout:  If the total value of items in your basket is over £75, the standard delivery charge will automatically be deducted from the amount to pay.

If however, your total order value is £75 or below, or if the Free Standard UK Delivery* offer is not applicable to your order (see exclusions), then please select the appropriate delivery option at the checkout. If the correct delivery option is not selected, we shall endeavour to contact you, as we are unable to process an order without the selection of an appropriate delivery option.


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    Click here to see Delivery Zones for Non Standard UK Delivery   




Please note:  If your order is for a small or lightweight item to one of the non standard UK postcodes, then please email us at 
info@fivelittleducks.com  with details of what you require, and we can check whether there is a more cost effective postage option for you.


Overseas, Channel Islands, and BFPO Orders - Unfortunately, we do not ship outside the UK, to the Channel Islands or to HM Forces BFPO addresses.


Express Delivery - Should you need your order urgently, then please call Customer Services on 01246 582225 for details and prices of our express delivery options. Depending on the time of the order and stock availability, we can advise whether next day delivery would be possible and let you know how much it would be.


Please Note for all Deliveries:

For most orders, a signature shall be required upon receipt of goods.

A telephone number is required at the checkout stage. This is useful if there is a problem with your order or delivery. It may be used by either ourselves if we need to contact you about your order, or by the delivery company if they need to get in touch with you with regard to delivering your parcel. See our Privacy Policy.

 

Delivery Times


Standard Delivery:  We aim to dispatch orders within 2 working days (or sooner if we can), stock permitting.


All orders are subject to stock availability.

We endeavour to hold good stock levels and can fulfil the vast majority of orders straight away. However, because the type of toys we sell are generally not mass-produced, and are often hand-made or hand-finished, some of our items may have a longer delivery time.  If this is the case, information about the approximate delivery time will be indicated in the product details if it is expected to be longer than normal.

Information about delivery times for made-to-order, personalised, or special order items can be found in the product details for these items.

If an item is out of stock, it should be indicated as such on the website, but occassionaly an item may become out of stock before the website is updated. If an item is temporarily out of stock, it may therefore take a little longer to deliver.  If an item you have ordered is temporarily unavailable, we shall attempt to notify you of any delay and let you know when it is expected to arrive. Should you wish to amend or cancel your order because an item is out of stock, then we will be happy to sort this out for you. Otherwise, we shall dispatch your item to you as soon as it arrives in stock.

Express Delivery:  Should you need your order urgently, then please call customer services on 01246 582225 for details of our express delivery options. Depending on the time of the order and stock availability, we can advise whether next day delivery would be possible and let you know how much it would be.



Environmental Packaging Note

As a retailer of children's toys, we believe it is important to help to protect the planet for our children's future. We therefore try to minimise our impact on the environment, by re-using packaging materials and using recyclable packaging wherever possible, whilst still taking special care to make sure that your goods reach you in great condition.

We also make a conscious effort to sell toys that are responsibly packaged.  We try to steer clear of over-packaged toys where we can, and aim to use suppliers who are committed to environmental responsibility.

If you visit our shop, you'll find that we use recyclable paper carrier bags or re-usable cloth bags for customers to take their purchases home in.

Personalised and special order items are made-to-order and therefore cannot be cancelled, exchanged or refunded, (unless you make an error and contact us immediately, preferably by telephone if it is within our opening hours, or by email if not, explaining the mistake and then get a response from us in return that we have not yet commissioned your order. In which case, if we have not yet commissioned your personalised or special order, then we may agree at our discretion, to allow you to amend the details or cancel the order.)

Please note: Any made-to-order, personalised item or special order item, once it has been commissioned, whether the order has been amended or not, shall not be eligible for an exchange, or refund, unless it is faulty, damaged or incorrect as a result of an error made by ourselves. You are therefore advised to take extra care when specifying names, dates, spellings, colours, sizes, details etc. with any personalised or special order items.

With the exception of damaged or faulty goods, returns are sent at your expense and the postage charges are not refundable. Please note that the returned parcel is your responsibility until it reaches us, including any goods damaged in return transit back to ourselves. You may therefore wish to send your parcel by Recorded Delivery and keep a proof of postage, or for more expensive items you are advised to take out additional insurance by using a service such as Special Delivery or Standard Parcel with additional compensation.  Please take care when you repackage a product, that you wrap it well and surround it in enough packaging to give it sufficient protection to avoid it getting damaged in the post on its way back to us. Upon receipt, we shall inspect the returned item/s and providing they are in the original condition that they were sent to you in and if you are entitled to a refund, we shall arrange to return any sum due to you within 30 days of us receiving of the return.

Please note: An unwanted item must be returned in perfect re-saleable condition in its original undamaged packaging, if a refund is required.
(If we have wrapped your product in some outer tissue paper and/or ribbon, we do understand that you will probably have had to take the tissue paper/ribbon off to have a look at the item. As such, the outer tissue/ribbon wrapping does not count as the product's original packaging.)

Many of our toys are made from natural wood and may differ slightly in shade and wood grain appearance or contain ‘knots’ or slight indentations. This should not be considered a fault, but rather as a unique characteristic of a beautiful natural material. We shall not accept goods to be damaged or faulty if the perceived defect is deemed to be a natural characteristic of the wood. Of course, you are free to return any product which you are not happy with, excluding personalised and special order items, within 28 days of receipt, at your postage and packaging expense.

If you wish to return an item, please email us at toys@fivelittleducks.com ,or telephone Customer Services on 01246 582225, for a return authorisation code, before you return any products to us.  Please include details of the item, your order number and the reason for the return.

Once you have been issued with a return authorisation code, the address to return goods to is:
Five Little Ducks - Returns
Church Street
Baslow
Derbyshire
DE45 1RY

If you have changed your mind or want to amend something, having only just placed an order, please e-mail us immediately or telephone our customer services team if it is within our telephone opening hours and we shall attempt to cancel or amend your order if it has not already been dispatched.  If your order has already been dispatched, then we are unable to cancel the delivery. However, you are still able to return the items to us for a full refund less any outward postage and packaging and/or gift wrapping charges, at your return postage and packaging expense, providing they are in the original condition that they were sent to you in, and we shall arrange to return any sum due to you within 30 days of us receiving the return. This does not include personalised or special order items (see above).

We pride ourselves in selling high quality products and check our products for any signs of fault or damage before they leave our premises. In the unfortunate event that you receive an item that was damaged or faulty at the point of sale, please accept our apologies and telephone our Customer Services team immediately on 01246 582225. If an item is discovered to have been faulty at the point of sale, you shall be entitled to receive a replacement or full refund, provided you have proof of purchase from our site and that the faulty item is returned complete with all its components within 28 days from the original date of purchase. Please note: you shall not be entitled to a replacement or refund in respect of fair wear and tear to a product.

Your statutory customer rights are not affected by our returns policy.




Returns Policy

We do hope that you will be delighted with your purchase.  If however for any reason you are not completely happy, you can return your item within 28 days of receipt, in its original re-saleable condition and packaging, with any manufacturers' tags or labels still attached, for a full refund of the purchase price (less any outward postage and packaging and/or gift wrapping charges). 
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