Delivery & Returns
Dispatch Times and Delivery
As our items are handmade to order, dispatch times can vary between 1-10 working days from the date your order is placed. If your item is in stock, we aim to dispatch it the next working day.
In the unlikely event that dispatch is expected to take longer than 10 working days, we will contact you to keep you informed.
We will dispatch via Royal Mail Tracked 48 (or alternative courier) which provides an estimated delivery within 2–3 working days.
Please contact us if you would like an estimated timeframe for your order.
We recommend that when placing your order, you ensure it is delivered to an address where it can be received by you (the recipient) or your nominated person.
If you request your parcel to be left in a nominated safe place, please note that this is done at your own risk. If you choose this option, we are not responsible if an item is damaged or lost.
Please note: Working days, Monday-Friday not including Bank Holidays.
UK Delivery Costs
We offer free delivery on all UK orders over £50.00
For orders under £50, the delivery costs are calculated by Royal Mail. You are able to see the delivery cost in the Checkout section prior to payment.
We are using Royal Mail Tracked 48 and keep the costs as low as possible by using their online Click and Drop service.
International Delivery
While we hope to expand soon, we currently only offer delivery to UK addresses.
Returns, Cancellations & Exchanges
We hope you love your purchase, but if it's not quite right, you can request a return or exchange. You will need to notify us within 14 days of receiving your order to arrange a return. After notification, you have 14 days to return the item(s) to us.
Items must be returned in a brand new, unused condition, with all original tags and packaging and in a resellable condition.
To start a return, you can contact us at mail@sweettoothtoys.co.uk
If your return is accepted, we’ll send instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Please note: Return and exchange postage is the customer's responsibility unless the item is faulty. We recommend using a tracked service to ensure safe return.
Refunds
We will notify you once we’ve received and inspected your return. We will then let you know if the refund was approved or not. We reserve the right to refuse refunds on used or damaged items (unless the item arrived faulty or damaged)
If approved, you’ll be automatically refunded on your original payment method. Refunds are issued within 14 days of receiving returned items. Please remember it can take some time for your bank or credit card company to process the refund to you.
Faulty or damaged goods will be replaced or refunded in full. For all other returns or exchanges, the customer is liable for postage costs and refunds will exclude the cost of the original P&P.
Faulty or Damaged Items
In the unlikely event that your item arrives damaged, faulty, or if you receive the wrong item please contact us within 14 days so that we can evaluate the issue. We’ll need you to send us some details and photos along with your order number.
Please email these to mail@sweettoothtoys.co.uk
We will arrange a replacement or refund and cover any return postage costs.
Damaged Deliveries
If your parcel arrives with visible damage, please accept the delivery and immediately take photos of the parcel showing the damage and shipping label before opening.
Open the parcel and photograph the damaged items. Keep all packaging and contents until the claim is complete.
Please contact us via our email address mail@sweettoothtoys.co.uk within 48 hours of delivery so that we can resolve the issue with the courier as soon as possible.
Undelivered Parcels
If a parcel is returned to us due to non-collection or incorrect address details, a redelivery charge will apply before the item can be resent.
Missing or Delayed Parcels
If your order hasn’t arrived 10 working days after dispatch, please contact us so we can investigate with the courier. We may ask you to complete a non-receipt declaration to help us process a claim and replacement.
If you have any further questions or need assistance, please don't hesitate to contact us.