Shipping policy

Delivery 

Under normal circumstances we will ship your toy box 6 – 8 weeks from receipt of your order. If for whatever reason that isn’t quick enough, please give us a call on 0744 9794050 and we’ll do everything in our power to speed things up. Delivery of bespoke orders we will confirm at the time of order. If, due to circumstances beyond our control, your order is delayed we cannot accept any liability.

All of our toy boxes are packaged in a custom-made chipboard crate to protect them when in transit. Because of this your toy box can weigh up to 70KG.

All toy boxes will be dispatched by our courier DPD on a 8am – 6pm Monday to Friday to door delivery service. Once your order has been completed we will contact you by email to arrange a suitable weekday delivery. If you require a Saturday delivery, this can be provided at an additional cost. You will need to be home to sign for the delivery and to help the courier take the toy box from the van to your front door. If you are unable to do this, you can refuse delivery and DPD will arrange to re-deliver using a low loader van and pallet truck. However, this will be subject to availability.

No couriers are allowed to enter your property for health and safety reasons or take the toy box into your home. If you live in a flat or up a stairway please do let us know before you place your order.

Signing for your toy box – IMPORTANT: You will be asked to sign for the consignment. When you sign for the item – make sure you sign for it as DAMAGED. You need to actually write the word ‘DAMAGED’ instead of a signature on the paperwork or on the screen of the courier scanner. This does not affect you in any way. It simply allows you time to open the crate and inspect the toy box without detaining the driver.  

It is very important that you open the chipboard crate and check there is no damage to your toy box straight away. Do not leave it until the following day or later. Do not take the crate with the toy box inside to another destination without checking for damage first. You will need a screwdriver and 2 people to open the crate and remove the toy box. If you do not open the crate and check the toy box for any damage and report it to us by the end of the delivery day, we / DPD cannot be held responsible for any damages. This is DPD’s T&Cs which we have to abide by.

If there is no one at the shipping address to sign for the delivery, then the courier company reserve the right to deliver to a neighbour if they are willing to sign for it. If the courier has made 2 attempts to deliver your parcel and there is no one available to take delivery, the parcel will be returned to us and a second delivery charge will need to be made.

TOTBC will not accept any liability for damage to a toy box or the customer’s property that occurs after the customer has signed for it. TOTBC cannot be held liable for any injury to persons moving or taking delivery of a toy box no matter how it is caused.

TOTBC cannot be held liable if we are not able fulfil any last-minute changes to your shipping address. Any requests to change a Shipping or Billing address must be put in an email and we will do our best to accommodate. If we are not able to change your address we will notify you by phone/email. If your order has been completed and we have informed you but you are unable to take delivery, TOTBC will store the toy box for a maximum of three months after which period, if the customer has not requested delivery, we will deem the order cancelled without refund. Whilst we will take every care to protect your item while we store it until you are ready to take delivery, TOTBC cannot be held responsible for any damage or movement that may occur.

Please note that we are mostly able to track the orders with our courier but cannot be held responsible for their service. If you require delivery with full tracking, please contact us on: +44 (0)1608 644 178.

Damage in Transit

All goods must be inspected on delivery and any damage must be reported to us within 24 hours of delivery. All orders being transported overseas by the customer must be unwrapped and checked upon delivery and any damage reported to us within 24 hours before being taken out of the UK. No claims for damage will be accepted after 24 hours. Goods will not be left without a valid signature from the Customer or a responsible person. On occasion, by the courier, goods can be left with a neighbour, the customer accepts this and cannot hold TOTBC responsible for any damages caused unless specified on date of order by the customer.

All packaging must be kept if any returns are to be made. Couriers can sometimes request to see an image or even inspect the goods and packaging directly. This is part of their T&Cs which TOTBC and the customer must abide by. If packaging is disposed of before a claim has been made, we may not be able to issue a refund or replace the damaged item.

All delivery notes added to the order will be added to your delivery notes. The couriers will do their best to accommodate but cannot guarantee all requests can be carried out. TOTBC cannot be held responsible for delivery requests. If a request is made to leave the parcel somewhere, this is the responsibility of the customer and TOTBC are not able to take any action if the parcel gets lost or stolen.

Loss in transit

The loss of a toy box in transit is beyond our control. Once an order leaves our workshop we are then bound by the Terms & Conditions of the courier. If your toy box has been lost in transit, we must comply with all search procedures they have to do. This can take several days. Once the courier has determined the location of your toy box, it will be sent on to you as soon as possible. If the toy box cannot be located, then we have to comply with the couriers claims procedures. This can take up to 6 weeks for the courier to arrange a refund and then a week for TOTBC to arrange the refund back to the customer. The timescales are beyond our control and are legally binding. We will do everything we can to help speed up the process and in the meantime we will keep the customer informed of progress.

Overseas Orders

We are happy to arrange for your oak toy box to be shipped overseas and will be pleased to provide a quotation for the additional costs. Please be aware that there may also be Customs charges and handling fees. Shipping times to overseas countries will vary. We will provide you with a tracking number so you can see when to expect your parcel. Customs may or may not delay your parcel, for which we cannot be held responsible.