Wooden Toys UK
Frequently Asked Question
|How to order?
Do you offer a gift wrapping service?
How to Order?This site utilises a shopping cart technology via secure processing servers. You can simply browse through our online catalogue pages and add the items you want to your shopping cart by clicking on the Add to Basket button. Prices shown do not include delivery charge, this can be viewed from basket or when in checkout.
You can view your shopping basket at any time and remove items from it by clicking the bin symbol or increase items by amending quantity box.
When you've finished shopping simply click on "Checkout" button on the Shopping basket page to enter our checkout page and select your payment method.
Your payment is first authorised by your card issuer at time of transaction when you have completed the process in WorldPay.
You may cancel from the checkout process at any time prior to submitting your order, or even change your mind in the payment processor.
We currently accept orders for delivery to your home address, your work or other UK postcode address, all our orders require a signature on delivery.
Alternative delivery address ADA, if you may not be in or if a present for someone then you can use our ADA service, just enter your neighbours, workplace or other third party address for us to deliver to them for you, don't forget to tell them its coming. You can store up to five alternative addresses in your account area.
International customers can also order for delivery to a verified UK mainland postcode address, subject to country restrictions by us for online credit card transactions.
Currently only countries in our checkout list accepted.
You can shop with us confident in the knowledge that your details are not disclosed to anyone under any circumstances, unless obligated by law.
We may email you from time to time with information regarding new products and promotions, but you will always have the opportunity to tell us that you don't wish to receive any further promotional information.
When buying goods and services on the Internet, you (the consumer) are entering into a legally binding contract.
We store the contract’s content and will send you the details of your order as well as our general terms via e-mail acknowledgement of receipt of your order. The general terms and conditions you can find here link to our general terms at all times. The details about your recent orders you can access any time in your customer account area when you login.
Our acceptance of an order takes place on despatch of the order, at which point the purchase contract will be made and you will be charged for your order, unless we have notified you that we do not accept your order, or you have cancelled it within your cooling off period (see note in returns policy).
We make every effort to check all orders as thoroughly as possible given the information submitted so please do not be offended if we have to contact you to make additional security checks after you have placed your order. At RLP Woodware fraudulent transactions will not be tolerated and are always reported to the relevant authorities. We are a member of an efficient anti-fraud program. IP addresses are logged for all completed and failed transactions.
Non-acceptance of an order, we will contact you immediately if there are any queries.
Order acceptance and the completion of the contract between you and us will take place on the dispatch to you of the Products ordered, unless we have notified you that we do not accept your order, or you have cancelled it in accordance with the instructions in "How to Cancel an Order."
Non-acceptance of an order may be a result of one of the following:
The product you ordered being unavailable from stock.
Our inability to obtain authorisation for your payment.
The identification of a pricing or product description error.
Your failure to meet the eligibility to order criteria set out in the main Terms and Conditions.
Do you accept Credit Cards?Yes, we accept Credit Cards such as MasterCard and Visa; also debit cards such as Delta and Switch / Maestro, processing is via WorldPay online secure transaction servers, now including PayPal.
All product ordering which includes your personal details are secured under our own site HTTPS certificate (SSL), but your credit card information is kept within a secure sockets layer (SSL) high encryption at WorldPay servers, because of this no one has access to your credit card details, not even us. We use the facilities of large well-known companies WorldPay for our credit card transactions, their system verifies your card details via your card issuer or bank and confirms a payment to us, we do not see your card information, so remains very secure.
RLP Woodware reserve the right to refuse orders if information is not fully verified or flagged as potentially fraudulent by WorldPay systems.
We accept the following cards for payments, all processed by WorldPay.
Please note that at no time does Wooden Toys UK have access to any of your financial information. By outsourcing to highly respected third party WorldPay and PayPal we can ensure that the highest possible security is used to safeguard your financial details.
Our Website is also secured certificated and encrypted for transactions by Go Daddy, look for the green flash and padlock symbol in your browser bar.
Can my credit cards details be stolen in online transactions?Please read the notes below for information concerning general Internet security. Risks are no greater, and usually less, than in the real world of the home shopper and the high street. The risks on the Internet are the same as in mail order. If you feel confident to buy by phone, fax or mail, you should be confident to buy on the Internet. In fact, your rights are the same whether shopping on the Net or in the high street. The Sale of Goods Act and the Trade Descriptions Act cover them. If you receive faulty goods from any UK source, you have the right to a full refund. Many people don't realise the extent of protection that their credit cards companies provide. It's simple. If you get transactions charged to your account, you can request verification via your credit card issuer. Web transactions are mainstream. Millions of pounds of transactions are now being conducted across the Internet every day. Thousands and thousands of purchases are taking place, and multi-million pound companies such as Tesco, Amazon, Dell and Currys are making the Web a major ordering mechanism, with many more joining. They would not do this if the system were fundamentally insecure.
We are members of Trusted Shops /ISIS and have membership with IMRG,
You are able to give a review rating of Wooden Toys UK by clicking on links from Trusted Shops Logo and read what other customer are saying about us.Security and fraud prevention are very important to us, not only do we take measures to ensure our systems are secure but we join with our partners in ensuring your credit card information is protected.
Fraud prevention systems are in place to ensure that only a verified card holder payment has taken place.
For further peace of mind you can join your card issuer scheme, entirely optional.
This user authentication is offered by the major card schemes, Visa and MasterCard, Referred to as Verified by Visa and MasterCard SecureCode,
authentication requires the cardholder to enter a PIN over a secure connection with your credit card issuer.You can also use the V.Me Visa wallet with Nationwide accounts, or PayPal as secure payment options.
You can identify a secure area with the address starting with https:// and a padlock symbol showing at the bottom or top of your browser, our enhanced secure certification will show a green bar with our company name, both depending on browser type.
Once authenticated, the cardholder can proceed with the purchase.
Authentication is a method of ensuring cardholder identification by requesting a username and password. Authentication has been designed to reduce your exposure to fraud, and provides you with additional peace of mind and confidence in shopping on the Internet.
Cardholders are required to enrol for authentication with their issuing bank.
None of your personal information is seen or transmitted to us.
How to register
This is a one-off registration process and all future purchases at RLP Woodware and other participating merchants will be completed with added security.
UK customers can also use PayPal payments which is also processed for us by WorldPay systems.
Please use checkout and place your order, use the payment options, your order will be confirmed by email, goods are dispatched on verified and confirmed payment.
What currencies do you accept?£ Pounds Sterling, Euros, Dollars, all via WorldPay.
What payment methods do you accept?Online credit cards, accept Visa, MasterCard, Switch and Solo Debit cards Via WorldPay.
Cheques UK bank only accepted when confirmed address criteria is verified, items only dispatched to Cheque home address, clearance period of 10 days before dispatch.
Bank Transfer UK Bank accounts only for Direct Bank Transfers and made payable to RLP Woodware, reference with your order number orders dispatched immediately on our receiving transfer confirmation.
PayPal payments for UK customers only processed via WorldPay.
An order acknowledgement is e-mailed , which you can print for your records, you can also view orders anytime online when you login.
Place your order online and select payment type during checkout process.
How can I purchase items with US dollars?Place order normally online and dollars can be selected for our USA customers by selecting currency in WorldPay checkout area.
Do you guarantee all your products are available?We try to guarantee all products are always in stock if shown on website as available, items ordered in stock we will dispatch them normally within 3 working days on confirmed payment, quantities in stock are shown on product item page. If any items are inadvertantly out of stock we will email you within 24 hours to explain: this will tell you when the product is expected and ask you whether you wish to proceed with the order, wait for the missing item, or amend your order.
If you order more then we currently have in stock then a notification will flash up advising that part of your order will be to follow, you can amend quantity or continue with order at this point - we will advise you of delivery period of the balance items.
We have a large range of products, some of which are hand made or imported.
What is your contact information?RLP Woodware Ltd, 15 Pollards Green, Chelmsford, Essex. CM2 6UH. Tel: +44 (0) 1245 600444 24hr Answerphone - Fax: +44 (0) 1245 600444, e-mail via our contact form.
To whom should we make cheques & Bank Transfer payable?`RLP Woodware Ltd`, please include your order number as payment reference.
Do you supply wholesale?We are happy to discuss any quantity orders or discounts for trade, clubs, schools, councils or corporate supplies for larger companies.
Do you have a catalogue?No currently. For range of items, a catalogue would never be up-to-date as we are continually updating and establishing new products. All our ranges are available for viewing on website. A few items are hand made, and a continual supply cannot be guaranteed. Items shown in stock on site are in stock.
Keep an eye out for our online catalogue currently in development.
Looking for a particular toy or other children’s game?Email us if you’ve seen a product elsewhere and can’t remember where or what make it was. We will usually be able to help, even if we have to point you to another company to purchase. We can also offer special orders from our many suppliers for items we do not normally stock, e-mail us a request for product enquiry.
Where are your products made?We buy from a large number of sources and are always looking at new products. We use UK manufacturers and specialist companies in Europe or import from Third world countries i.e. Sri Lanka, China, and India etc. Where dealing with companies that trade with Third World countries, we try to only deal with companies that have a fair trading policy in place. Most Timber products are also sourced from sustainable forestation to ensure environmentally friendly. Most of our suppliers have their own environmental purchasing policies.
The environmental side
Many of our products are made from Rubberwood sourced from exhausted rubber plantations that are replanted every 10 – 15 years. We prefer to use recycled products when available for packaging – the majority of our outer packing cartons are already once used and the packing materials are either shredded paper or materials supplied by local retail outlets from their own deliveries. Some of products and packaging are all PVC free and we strive to avoid the use of excessive packaging where possible.
All our orders are individually packed for you to ensure protection during transit.
But what is always important to us is to ensure the contents arrive to you undamaged.
What is your Returns Policy?All our customers are important to us; if you have any problems please telephone 01245 600444 or email preferred in the first instance, and we will resolve your problem. You can purchase from us with complete confidence. We provide you with normal manufacturer's warranty on all items we sell. You should also be aware that you have a statutory right to a 14 working day "cooling off" period, which starts the day after the day you receive the goods. Simply inform us and return the goods as outlined below, you must notify us of cancellation within the cooling off period.
If you wish to return any item you have purchased, for any reason, please notify us within 14 working days and return the item within 14 days of you notifying us of cancellation. The item should be in original unused condition with all packaging intact, the product must be unopened and in perfect condition. You should also return a copy of original purchase receipt.
Where dimensions are stated, a restocking fee will be applied. This covers our postage and packing to you and depending upon the size of the order starts at £2.95 or 10% item value whichever higher. Refunds will be processed less this fee. Please take extra time to check the dimensions before placing your order. We do not refund the cost of returns postage, except where the return is the result of our error.
We will refund goods within 10 working days of our receipt, by original payment method for card payments
What are My Rights of Cancellation?You can cancel your order simply by notifying us within 14 days after the day you received the goods. You can do by fax or telephone but preferably in writing or e-mail. You can also exercise this right by returning the goods within the time frame with a note of cancellation included..
By notifying us about your wish to cancel within the stated time scale. You must not delay the return but have 14 days after notification to return items to us. Cost of return is your responsibility we would suggest that small parcels are within £5 cost and larger items up to £10 but will vary due to size and weight, posting costs within UK, international rate will be higher. The cancellation period will expire after 14 days from you day on which you acquire, or a third party as indicated by you, physical possession of the goods. Please also see Return Policy notes above. We know customer satisfaction is our highest priority. We will acknowledge a complaint the day we receive it and will handle it fairly, effectively and quickly. Sometimes when a complaint involves a third party manufacturer or supplier, time scales may be out of our control, but we will always keep you the customer fully informed and will work for a quick resolution. This statement does not affect customer's statutory rights.
Customers accepting the Trusted Shops Guarantee for Wooden Toys UK when completing orders have an additional 30 days Guarantee and can utilise the resources of Trusted Shops if we fail to respond.
Will you consider buying my products?If you are a wholesaler, importer outside the UK then possibly. Or if you are a craftsman or UK based manufacturer, if the products are wooden we may be interested. Please send a message for first contact along with a catalogue range. You do not need to have a large range or vast supply; we do purchase single or small lots of items, e-mail us with details and preferably a digital photo. Bona fide trading companies only.
Description and product details. Product details are kept as up to date as possible, but due to manufacturers changing specifications occasionally the pictures and details may vary slightly from those shown or supplied.
Wood is a natural product and as such is subject to variations in colour, texture and pattern of figuring, pictures will only denote example.
How quick do you deliver orders?We aim to process and dispatch all orders within 72 hours on a weekday, all weekend orders are processed on next working day normally Monday. All subject to verified payment being received, we will contact you if any queries. Delivery depends upon location and weight, for items that are in stock delivery is usually 2- 7 working days, rural areas often need additional time.
Please note that during times of peak seasonal demand (Valentine's Day, Father's Day, but especially Christmas) there may be a slight delay in the dispatch of your order, so please check our homepage for any special information and allow extra time for delivery.
Working days are Monday to Friday and do not include Saturdays or Bank holidays.
In the unlikely event, you will be notified by e-mail if an item is out of stock and given an estimated delivery time with the option to cancel or wait for the item.
We charge for our Standard delivery from £2.35 - 3.95 or heavier items up to £7.50 per order for postage and packing anywhere in the UK mainland - your carriage charges are shown on checkout when you select your delivery area. If you need a quicker time for your order, there is a next day from £7.50 per order, heavy item orders may incur additional charge from £7.50, shown when you checkout. Other areas, Isle of Man, Channel Islands, Northern Ireland, Scottish Highlands and Islands may be subject to additional delivery charge which will can be seen on ordering when in checkout, these are weight and time dependent.
Free delivery is available for order over £75 to one address on UK mainland, some postcodes are excluded.
Orders over certain weights for international may show an overweight box or nil delivery charge when ordering, click to continue, credit card processing no payment will be taken, though card will be authorised, at this stage and we will contact you to advise of the best delivery option additional charge rates as appropriate.Order will not be processed until delivery charge is agreed
International orders -Non-UK Delivery Charges Overseas Deliveries.
Charges to EU European Union and other Countries are shown on checkout when you select your delivery area, note: maximum weight limits apply to order to these areas due to the much higher delivery costs.
Republic of Ireland ROI we now offer a special Airmail rate for small orders and a fixed rate for larger.
Our normal express delivery rates do not apply outside UK mainland and all orders are normally dispatched by RM International signed service, RM International Tracked and carrier service YODEL or ParcelForce Worldwide services..
If you have any queries with delivery please e-mail prior to ordering.
Due to the nature of the products we stock some items can be expensive to ship to Europe due to weight. So unfortunately currently to these countries weight and size limits apply.
Orders over certain weights will show an overweight box note when ordering, please contact us to agree arrange a delivery charge or advise of the best delivery option charges.
We only accept orders to certain EU (European Union) countries as listed. Please select correct area in checkout.
USA -United States only offer small items for shipping to the USA. Contact us.
CA -CANADA - details as USA
AU -Australia we can only offer small items for shipping to Australia.
NZ -New Zealand - details as Australia.
Orders over certain weights will show an overweight box note when ordering, please contact us to agree arrange a delivery charge or advise of the best delivery option charges.
We cannot currently accept delivery to PO boxes or BFPO address's. (we hope to be able to offer BFPO options soon).
UK small packages are normally sent Royal Mail, UK larger items, orders and special deliveries are sent by Royal Mail, YODEL or RM Parcelforce carriers. Special delivery arrangements can be made for an extra charge (terms apply) and for other special deliveries AM, PM or Saturday, please add delivery instruction comments on order form if required and we will advise a price, or e-mail before ordering.
All our deliveries mainly require a signature, Royal Mail and our Carriers will leave a calling card for contact with your local office if no response. The holding offices will only keep items for limited periods normally 10-19 working days, if no instructions for re-delivery are received then parcels will be returned to us.
Do you deliver to alternative address?
We can deliver to an alternative address to your Credit card registered address for UK postcode address's only. We can deliver to your workplace, neighbour or direct to friend or relative for you. Enter the alternative address when in checkout area, you can save up to 5 address's within your account area.
Do you offer gift wrapping service?
We currently do not offer a gift wrapping service, but we can include personal message with your order.
All the products sold on this website are sourced from responsible manufacturers. All the toys conform to the European safety standard (look for the CE mark on packaging or the product), and have been independently certified at the expense of the manufacturer.Every manufacturer or first supplier in the Community must place a CE mark on his toy to indicate that it has been made in conformity with the essential safety requirements of the directive.
It is an enforcement mark (not a sign of quality or safety) and was established to ensure free movement of product throughout the European Union - a sort of passport for toys. It has to appear, along with the first supplier's name and address "in a visible, legible and indelible form" on the toy or its packaging.
For further information go to [www.euroconform.com] .
If you see this symbol This pictogram began appearing on toys in 1995 and means Warning - do not give the toy to children less than three years, nor allow them to play with it. With the symbol or in instructions included in the pack will be given details of the hazard, e.g. "because of small parts".
This symbol will gradually replace the current warning "not suitable for children under 3 years", which has often been confused with age advice - those discretionary guidelines used by the manufacturer to help the buyer match the product with a child's age, interest and ability. Beside an item it means that there is a reason that this toy is NOT SUITABLE FOR CHILDREN UNDER 3 YEARS OF AGE. The most common reason is small parts but it can also be due to fibre loss in soft toys.
I am a student looking for information on toys?We are happy to answer general questions about our products but for more detailed information and a range of links to books, publications, British Standards and manufacturers listings. Please follow this link to the [British Toy and Hobby Association] BTHA, who have a wealth of information and a specific students page. Hope this helps and good luck with your studies.
We collect information about you for two reasons: firstly, to process your order and second, to provide you with the best possible service, cookies are also active on our site.
We will not e-mail you in the future unless you have given us your consent. We do not send random marketing emails to personal email addresses (spam). We will give you the chance to refuse any marketing email from us or from another trader in the future. The type of information we will collect about you includes: your name, address, phone number, email address.
No credit/debit card details are collected by us.
The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly. The personal information which we hold will be held securely in accordance with our internal security policy and the law.
Information obtained at the time of ordering by RLP Woodware Ltd is collected lawfully and in accordance with the Data Protection Act 1998.
Please note this address is not a shop, for correspondence only. We are an on-line retailer.
Quality Wooden Puzzles and Toys
Order online anytime or need help?
Ring 0844 870 8697
or 01245 600 444
Order online anytime or need help?
Ring 0844 870 8697
or 01245 600 444