FAQs

Please also see the information provided in our 'Terms & Conditions' Page. 

Q. How secure are my data and card details?

Sensory Toy Warehouse is committed to providing you with a positive online shopping experience and to protecting your privacy and security, using our dedicated server; shared only by the companies of Elizabeth Howard.  All your payments are redirected to your choice of payment provider; PayPal or Secure Trading; both are market leaders in fraud protection.

Sensory Toy Warehouse does not have access to or store your debit/credit card/PayPal details. Sensory Toy Warehouse only retains the information provided by you as is necessary to enable us to process your orders, including name, address and contact details. Sensory Toy Warehouse does not disclose, share or sell this information with others.

SecureTrading's online payment system is the most sophisticated available. All financial transactions are processed securely behind protected firewalls, allowing them to safely process your card payment with the bank. Financial details are never left unencrypted on any part of their system, and are never sent by Internet email, so your card details are protected.

Q: Do you have a catalogue?

We are a dedicated internet company.  We like to offer you new and exciting products each and every week.  For this very reason we choose not to be restricted by the stock or prices displayed in a catalogue.  This allows us to always endeavour to be the FIRST to bring inspiring new products to you throughout the year  - and at the great prices that we do! 

You can view our products on-line 24 hours a day, 7 days a week, 365 days a year... at anytime to suit you; without even having to leave the comfort of your home; no battle to find a parking space; no trudging around the high street in all weathers; and we will deliver right to your door!

Q. I can't remember my password!

Do not worry - you can simply request a reminder at any time by clicking on the red ‘Login' symbol (next to the Search bar) - there you can click on the link 'Forgot Your Password?' where you can enter your email and be sent a new password.

Q: How can I pay?

Sensory Toy Warehouse accept payment by all major debit and credit cards and also by PayPal.  For all online payments you will be re-directed to our 2 secure payment providers, Secure Trading and PayPal, to make your payment by card or by a PayPal account. We do not have access to your credit/debit card or PayPal details. If you do not have a PayPal account, you are also given the option to create one.  We must receive payment before we despatch your goods. 

Public Sector note: Settlement is accepted by card, cheque or BACS - please see below.

Q: Do you accept Public Sector purchase orders?

Yes - if you wish to set up an invoice account with us and pay by card, cheque or BACS, please email, fax, or mail your official purchase order to us.  We require a purchase order number, invoice and delivery address details, telephone number, and it is essential for us to have an email address.  Please be aware that we only accept back-orders if we can ensure we can supply the goods in the near future; we do not invoice you or take payment for items which are not available in stock or due in stock.  Please refer to our 'terms and conditions' for invoice accounts.

Q: Where do you ship to?

We ship worldwide.  From mainland & offshore United Kingdom - including Northern Ireland, Scottish Highlands, Scottish Islands, Isle of Man, Isles Of Scilly and Channel Islands - and just about to every European and International destination in the world.

Q: How much is shipping?

Please see our 'Delivery Information' page.  Our shipping rates are automatically calculated by the weight of your order and the destination.  We endeavour to dispatch from our warehouse within 1 to 2 (working) days of receipt of your online order. Our standard postage costs (UK mainland) starts at only £3.99 for Royal Mail 48 (2-3-day service) to our maximum postage of only £6.98 for Interlink (Next Day, 'signed-for' service, not guaranteed). We also offer a range of upgraded services including secure 'signed-for' services and guaranteed next day services for those who like a secure and speedy dispatch.  You can always view the postage cost of your goods at anytime in your basket before checkout and before payment is taken.  

Q: When will I receive my goods?

We endeavour to dispatch your order within 1 to 2 (working) days of receipt of your payment and online order, but usually much sooner, and within 30 days or we will advise you of any delays.  During busy periods, especially Christmas time, dispatch can be slightly delayed, however we always endeavour to dispatch within 1 to 5 (working) days and for orders to arrive pre-Christmas or we will contact you.  You will receive an email notification from us on the day of dispatch, confirming your order is on its way to you.

For 'Interlink Next Day' deliveries you will be notified by email on the morning of arrival or your parcel with the name of your driver and a 'one hour time window' in which your parcel will be delivered.  If this is not convenient, you can simply click on the link provided to rearrange delivery to a more convenient day.  And with this 'one-hour time slot' - there is NO waiting in all day for your delivery.  AND... with our excellent Interlink service, if you provide your mobile number you will even receive a phone call when your driver is just 15 minutes away... always handy just in case you just sneaked out (for any of a million reasons including the school run or a pint of milk) ...and this gives you the 'heads up' that you need to get quickly return back home for your delivery.  How good is that!

(Please note that Friday dispatches will arrive Monday - unless you upgrade to one of our 'Guaranteed Saturday' services).  

UK (offshore):  Including Northern Ireland, Isle of Man, Isle of Wight, Scottish Islands, Scottish Highlands, Scilly Isles and the Channel Islands (Jersey, Guernsey, Alderney, Herm & Sark).  Royal Mail 48 Packet Post service (up to 2kg) and Royal Mail 24 (over 2kg) - dispatch from warehouse within 1 to 2 days and delivery 1 to 2 (working) day service.

(Channel Islands: Please note our prices and postage include VAT - but VAT will not be charged on your invoice).

Europe and Worldwide:  Royal Mail International 'Signed-For' or DPD road service, depending on the weight of your order (Europe 3 to 5 days, World 5 to 10 days).  Orders may be split into more than 1 parcel to enable us to offer you the most cost effective shipping price.  (Non EU Countries: Please note our prices and postage include tax - but VAT will not be charged on your invoice).

Q: How can I contact you?

You can email us through our 'Contact  Us' page link - or email us direct at: info@sensorytoywarehouse.com

You can telephone or fax us on: +44 (0)151-647 0864

Our hours of business are:

          Monday to Thursday: 9.00am to 4.30pm  (09:00 - 16.30)

                                 Friday: 9.00am to 4.00pm  (09:00 - 16.00)

You can write to us at:

          Sensory Toy Warehouse
          Unit 90, Woodside Business Park
          Shore Road, Birkenhead
          Merseyside
          CH41 1EP
          United Kingdom

Q: Can I cancel/return an item/order?

Yes - please refer to our 'Goods Returns' Policy information in our 'Terms & Conditions' Page here: Goods Returns.

Q: If an item is not in stock, can I reserve it on back-order?

With your best interest in mind, we do not accept payment for back-orders; as we do not wish to take payment from you for items that are not available in stock, or that we cannot guarantee to supply, other than when there is a genuine stock variation.  You are very welcome to contact us by email and we will gladly contact you with the anticipated arrival date of any product.

Q: Can I amend or add to an order already placed?

Please contact us and we will endeavour to change your order if possible before dispatch, subject to the collection times of our shipping services. 

Q: I need more than the quantity you have available in stock!

Please contact our customer service who will be happy to check when our next delivery of that product is due to arrive, or we will gladly order the product for you, subject to availability.

Q: Do you accept trade/wholesale orders?

Sorry but we are not a wholesaler.  As a dedicated internet company our prices are extremely competitive, and therefore we are not able to offer discounts or bulk price breaks.

Q: Can I claim VAT Exemption?

If you're an individual or a registered charity you may be eligible for VAT exemption on specific items of our sensory equipment.  You'll be able to buy our sensory equipment which is eligible for VAT relief if you're chronically sick, have a long-term illness or you're disabled and you're buying them for your own personal or domestic use.  Personal or domestic use means that the goods are supplied for your own private use, rather than for business purposes.  Also they must be just for your own use - not for use by anyone else, or any other chronically sick or disabled people in general.  You have to complete and sign our VAT Exemption Form before we can offer your VAT relief on your order, this is a written declaration stating that you're chronically sick or disabled and are entitled to buy qualifying goods VAT free.  Your declaration has to give us enough information to show that you qualify.  We're only able to offer the zero rated VAT on our sensory equipment which has been specifically designed and manufactured for the sole use of people with a disability - the sensory equipment which qualifies will state this in its description on our site.  We will provide a zero VAT sales invoice showing VAT at 0 per cent.  This means that you won’t be charged or have to pay the VAT on that item/s.  You do not have to pay the VAT and then claim it back from HM Revenue & Customs (HMRC).  If you are in any doubt as to whether you are eligible to receive goods zero-rated for VAT you should consult notice 701/7 VAT reliefs for disabled people or contact the National Advice Service on telephone number 0845 010 9000 before signing the declaration, as there are penalties for making false declarations.