Need Some Help? Email Us or Call us on 01691 888924
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Need Some Help? Email Us or Calls Us on 01691 888924

FAQs

Our Products and Service

ShowWhat products would you recommend for a particularly small garden?

What products would you recommend for a particularly small garden?

We think it’s important to get kids active and if you are lucky enough to have a garden or even just a small space, we have lots of experience and expertise in helping families choose the best possible play equipment for their space and their budget. Not only that but we specialise in a wide range of trampoline sizes to suit your space as well as modular climbing frames allowing you to leave off or replace a bulkier item, for example.

If you just don’t have space for a climbing frame then a playhouse is a great option. They have the smallest footprint of all outdoor play equipment and provide lots of fun for your children and their friends.

Let us help your imagination run riot – our products come in all shapes and sizes!  For advice, please give us a bell or email your enquiry.  Click here for our contact details.

ShowWhat is the PLAY POINTS Scheme?

We want to thank you for your custom; without our customers, we wouldn’t be in business. It’s a bit like a store loyalty card - each time you shop with Outdoortoys.co.uk, you earn a reward - PLAY POINTS – on your purchases. These pile up over time and their financial value can either be redeemed as a discount on your next purchase or saved up so that the entire order can be paid for.

ShowHow do I sign up for the Play Points Scheme?

You will automatically be given free membership of the Play Points Scheme as soon as you register a customer account with us. For more information on our play points scheme, please click here.

ShowDo your prices include VAT and what is your procedure for organisations that are exempt from paying VAT?

Yes, all our prices include VAT where applicable. Organisations exempted from paying VAT are advised to order their goods and pay the VAT and then should make their own arrangements to claim it back. We are unable to deduct it for you.

ShowDo you offer an assembly and installation service?

Yes, the products we offer assembly and installation on will have details of the service and price on their product page as well as the option to select the service. Our larger items however are deliverd flat packed with a full set of straight forward assembly instructions. You can call our experts for more details on the assembly and installation service we offer, or if you decide on self-assembly for advice in putting it all together, on 01691 888924.

Your Order

ShowHow do I place my order?

For security reasons, we can only accept orders placed through our website - we take your online security very seriously and invest thousands of pounds every year on SSL certificates that encrypt your information.

Placing an order online with our quick and easy steps -

    1. Decide on the product(s) you would like to purchase then click ‘add to basket’. This will then open a new window which will say ‘continue shopping’ and ‘checkout now’. Click continue shopping until you have added all products to your basket that you wish to purchase. Then click ‘checkout now’.
    2. If you have not opened an account with us already, you will need to do this now. We will need information such as your billing postcode. Click the ‘Find address’ button to pick your address from the drop down menu. Enter the information requested such as name and contact details. You will then be given an option to deliver to this address or a separate delivery address.
      NOTE: If you have a voucher code you can only use it after registering and / or being logged in. You can then see the voucher / coupon field at the bottom of the basket page.
    3. Click ‘Continue’. You will now be presented with a choice of delivery options. Click to confirm your choice and click ‘Continue’.
    4. You will now be taken to the Payment screen. Here you have a choice of all Credit and Debit Cards or PayPal. Click to confirm your choice.
      1. If paying tby card, you will now be asked to enter your card details.
      2. If you are paying through PayPal, you will be redirected to another page where you will need to log into your PayPal account.
    5. Click ‘Continue’. You will now see a review of your order. If this is correct, click ‘Place Order’. If you have forgotten something or you would like to amend the delivery address, click ‘edit your basket’.
    6. Once you have selected to place the order, you will be taken to the Purchase Authentication screen if you have chosen to pay by card. Enter your details and click ‘Submit query’.
    7. You will receive an email order confirmation form us within the hour.

You’re all done!

ShowDo I have online security protection?

Absolutely. You can order securely and with confidence from Outdoortoys.co.uk. Our privacy policy outlines our full privacy protection commitment – please click here for more information. We confirm we do not store any debit or credit card information and confirm we look after your personal details with care. No details are provided to third party providers outside of shipping information required to deliver your order.

ShowHow will I know if something is out of stock?

A message will appear on the product details page explaining that the item is out of stock. Where possible we'll also give an approximate date when we expect to receive more stock of that item.

ShowHow do I know my order has gone through correctly once I’ve placed the order?

You should receive an email confirmation with your unique order reference number within 24 hours of your order. If, for any reason, you don't receive an email confirmation from us then contact our Customer Services Department either by telephone: 01691 888924 or via  email: info@outdoortoys.co.uk.  

ShowHow soon can you get my order to me?

Please click here to go to our Delivery Information page.

ShowCan I amend my order after I have placed it?

Outdoor Toys use a fully automated ordering process, which means that all orders are locked onto the system as soon as you have placed and paid for the order. This ensures that your order is dispatched on time. Therefore, it is likely that we are unable to add, edit or remove any items on your order. Although there is is a chance we may be able to change a product from your order, this is not guaranteed. Please let us know as soon as you wish to make any amendments and we will do our best to assist with your request.

ShowHow do I keep track of my order?

Check the status of your order by signing in via 'Your Account' link at the top of the screen. You will then be able to access your account details and view any previous or current orders you have placed by clicking on 'Your Previous Orders'. If the status of your parcel shows ‘Dispatched" then click on 'Track' next to the consignment number. This will take you to the courier’s website where you will be able to view the current status of your delivery.

Please note that if your order is being delivered by Royal Mail it cannot currently be tracked.

In addition, when your order is dispatched, you will be notified by email with a link to track your order (if tracking is available).

ShowCan I cancel my order?

Should you wish to cancel your order for any reason, please contact our Customer Services team as soon as possible. However, please be aware that once your order has been placed, there is only a small window of opportunity for them to complete your request. Please note that Customer Services are open Monday to Friday 9am – 5pm. If your request is received after these hours, during weekends or UK designated Bank Holidays, it may not be possible for them to complete your request.

If we are unable to cancel your order, you may return it to us by following our Returns instructions.

ShowWill I have to sign for my order?

Yes, the carrier will not leave a parcel without a signature. This is for your and our security. Please make sure that you give a daytime delivery address & a MOBILE number as our carriers generally deliver anytime between 8am and 5.30pm Monday to Friday.

ShowWhat if the item I ordered is not suitable or not what I expected?

Simply return the item to us within 14 days and we will give you a refund of the goods value. Items should be in their original packaging and in resalable condition. For more information on how to return an item, please refer the FAQ in our Returns Policy section.

ShowWhere is my order?

If your order has been dispatched and you do not have it, it may be that that the courier has delivered the order to a neighbour if you were unavailable to accept it. A signature will have been obtained from the occupier of the property it was left at along with the address. It is your responsibility to collect it from the address specified on the tracking information or the calling card that would have been left at your address. Unfortunately, once an order has been signed for we are unable to consider claims for compensation against loss or late delivery. If you encounter any problems in retrieving your goods from your neighbour, please contact us and we will put you in touch with the relevant courier service, who will be able to assist you further. Alternatively, you can contact them directly using the information on the calling card they will have left at your address at the time of delivery.

Delivery

ShowWhat happens if I am not at home?

A card will be left and delivery will be attempted the next working day. Most couriers will attempt two deliveries, after which point the item will be kept at the depot until you arrange delivery. Items delivered by Royal Mail will be returned to your local sorting office and you will need to collect them. Please note that you are liable for any redelivery charges if we book in a delivery and you are not there to accept the delivery.

ShowCan I specify a specific delivery time?

Unfortunately, time specific deliveries are not possible at present - deliveries take place between 8am - 5.30pm Monday to Friday, we do not offer Saturday Delivery. If Next Day delivery is chosen on a Friday before the despatch cut off time your order will be delivered on Monday, unless it is Bank holiday in which case your order will be delivered on Tuesday.

ShowCan I track my delivery online?

Yes, all courier deliveries include email tracking that provide you with your consignment number and a link to the courier’s website. Please keep an eye on your emails and double check your junk mail / spam filter occasionally in case your spam filter is too sensitive.

ShowCan I redirect my order to an alternative address?

It is normally possible to redirect an order if it is in the same delivery area. Please use the contact form at the bottom of the page if you would like to arrange a redirection.

ShowWhat are the delivery options and charges to the UK mainland?

Delivery timescales

We aim to dispatch all orders within 24/48 hours of us receiving your order and the vast majority are delivered the next working day following dispatch although this is not guaranteed. Deliveries generally take place between the hours of 8am and 6pm and a calling card will be left if there is no-one at home to sign for your order. We use Royal Mail for small items under 2kg, A multitude of couriers for larger items.

If your order is placed on a non-working day then it will not be shipped until the next available working day.

WE OFFER FREE DELIVERY TO UK MAINLAND ADDRESSES WHEN YOU SPEND £50 OR MORE.

All orders under £50 are subject to a delivery charge, see delivery tab on the product page.

The UK Mainland

The UK mainland consists of England, Scotland (excluding Highlands & Islands) and Wales. If your order is being delivered to one of these locations then the below delivery information is relevant to you. Please note that for the purposes of this definition, Northern Ireland, Isle of Man, Scilly Isles, Scottish Highlands & Islands, Jersey and Guernsey are not considered part of the UK mainland, and for details relating to these destinations, these will be explained during the CHECKOUT process.

For an At-A-Glance view of our delivery charges and times, please click here to be directed to our Delivery Information page.

ShowWhat are the international delivery options and charges?

All delivery options and charges to destinations outside the UK mainland will be explained during the CHECKOUT process.

For an At-A-Glance view of our delivery charges and times, please click here to be directed to our Delivery Information page.

Returns Policy

ShowWhat is your Returns policy?

Our returns policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. We do not offer a refund on packaging and postage

Damage caused in transit is completely outside of our control, so we would hope that you would be understanding if this does occur. Because of this, we carry spares for most products that we sell and can arrange delivery of parts to you within 24hrs of your making us aware of the problem.

To complete your return, we require a receipt or proof of purchase.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. Please allow up to 10 working days for this payment to show in your account.

If you have not received your refund within 10 working days, please contact us at info@outdoortoys.co.uk.

ShowHow can I return my order?

Please read our Returns Policy before returning your order. Do not send your purchase back to the manufacturer.

When you send the items back, please include a covering note including your order number, name and reason for return. Without your order number, we will be unable to refund you.

As per our returns policy, any items will need to be returned at your own cost. We recommend using a tracked service to return items to us, although this is entirely your choice, but we are unable to accept proof of postage as proof of receipt. We also recommend that you use www.parcel2go.com to return anything over 1kg.

All returns need to be packaged securely and sent to: T A JONES, HENFAES LANE, WELSHPOOL, POWYS, SY21 7BE

Warranties

ShowIs there a warranty on my purchase?

Yes, a warranty is provided by the manufacturer unless imported by Outdoor Toys, in which case we are responsible for the warranty. Please note that any spare parts required to resolve an issue will come directly from the relevant supplier and not from us.

Manufacturer warranties are generally offered for 12 months following receipt of your order, unless stated on the individual product page. Please check the individual product page for more information about warranties specific to the product in question. Many of our products contain consumable parts that have specific warranty conditions.

Customer Service

Contact Us

Click here to visit our contact page

FAQs

Click here to visit our FAQs section

Delivery & Returns

Our policies explained, click here