Delivery & Returns Policy

Imagination Toys is a small family run business, one of the main motivations for establishing Imagination Toys was wanting to find a better family / work / life balance, which is difficult to achieve with a 9 - 5 job and young children.

As such Imagination Toys currently dispatch orders on a Monday and Thursday afternoon. For example, order after noon on a Monday (excluding bank holidays) and your order will not dispatch until the Thursday afternoon. Order on a Thursday after noon and your order will dispatch the following Monday.

Once dispatched your order should be delivered within 1 - 3 working days.

If your order is needed in a hurry please email us at info@imaginationtoys.co.uk and we will do our best to accommodate your requests.

Delivery policy

  1. Introduction

1.1    In this policy we set out details of the delivery methods, periods and charges that apply to orders for our products made through our website, by telephone or email.

1.2    This policy is a legally binding document, and this policy shall form part of the contract of sale between you and us made under our terms and conditions of sale.

  1. Free delivery

2.1    We offer free STANDARD delivery to all mainland UK addresses on all orders over GBP £75 (including VAT).

2.2    All other orders will be subject to delivery charges as detailed in Section 5.

  1. Geographical limitations

3.1    We will usually be able to ]deliver to the following countries and territories: England, Scotland, Wales and Northern Ireland.

3.2    We may from time to time agree to deliver products to other countries and territories.

  1. Delivery methods and periods

4.1    The methods that we use to deliver our products, and the time periods within which delivery is usually completed, are as follows:

(a)    if your delivery address is on the United Kingdom mainland, you will be able to select Standard or Express Delivery and the typical period for delivery of products by this method is 3 working days standard or 1 working day Express.

(b)    all other locations will be sent via Standard delivery and may take 4 - 5 working days.

4.2    If you place your order by 12noon GMT/BST on a working day, these time periods run from the close of business on that day; if you place your order after 12noon GMT/BST on a working day, or on a non-working day, these time periods run from the close of business on the next following working day.

4.3    The delivery periods set out in this Section 4 are indicative only, and whilst we will make every effort to ensure that you receive your delivery in good time, we do not guarantee delivery before the end of the stated period.

4.4    We may conduct fraud screening checks before dispatching the product, and these checks may delay your delivery. If the delivery is likely to be delayed as a result of fraud screening checks, we will notify you.

  1. Delivery charges

5.1    Delivery charges will be calculated by our website and automatically applied to your order during the checkout process, or alternatively quoted by us.

5.2    Applicable delivery charges will depend upon the delivery method you select, the location of the delivery address, and the value of your order.

5.3    Our delivery charges are as follows:

(a)    in respect of STANDARD delivery, delivery charges will be £3.99 for orders below the value of £75.00.

(b)    in respect of EXPRESS delivery, delivery charges will be £6.99 for ALL orders regardless of value.

  1. Delivery tracking

6.1    Delivery tracking is available in respect of all orders for our products.

6.2    To track your delivery, enter your order number (which is provided in your order confirmation email)] into our delivery service provider's website as advised in the shipping notification.

  1. Receipt and signature

7.1    All deliveries must be received in person at the delivery address, and a signature must be provided, unless we have previously been instructed to leave in a safe place of your nomination.

7.2    Our delivery service provider will notify you in advance of attempting to make a delivery requiring signature.

7.3    By specifying a 'safe place' for the delivery to be left unsigned for, you agree that by leaving in the safe place, you have accepted / received the delivery, as if you would have if received for in person.

  1. Additional deliveries

8.1    If an initial delivery attempt is unsuccessful, our delivery service provider will make at least 1 more attempt to deliver the products in your order.

  1. Collection

9.1    If your products remain undelivered despite our delivery service provider making at least 1 more attempt to deliver them, the delivery service provider will leave a card at your address, with instructions on how you may collect your products, including a time limit for collection.

  1. Delivery problems

10.1  If you experience any problems with a delivery, please contact us using the contact details that we publish on our website or otherwise notify to you.

10.2  If our delivery service provider is unable to deliver your products, and such failure is your fault, and you do not collect your products from our delivery service provider within the relevant time limit, we may agree to arrange for re-delivery of the products; however, we reserve the right to charge you for the actual costs of re-delivery (even where the initial delivery was free of charge).

10.3  An indicative list of the situations where a failure to deliver will be your fault is set out below:

(a)    you provided the wrong address for delivery;

(b)    there is a mistake in the address for delivery that was provided;

(c)    the address for delivery is not reasonably accessible;

(d)    the address for delivery cannot safely be accessed;

(e)    if in-person receipt is not required, there is no easy and secure means of leaving the products at the address for delivery and there is no person available to accept delivery; or

(f)     if in-person receipt is required, there is no person available at the address for delivery to accept delivery and provide a signature.

11.0   Delivery to an alternative address cannot be arranged once the order has been dispatched.

12.0 Damages, missing items and incorrect orders must be notified to Imagination Toys within 7 days of receipt.

Returns policy

We recommend using Recorded or Special Delivery when returning products since Imagination Toys Ltd. and the supplier will not be responsible for products lost or damaged in transit. Postage will be refunded only if products are faulty or an error has been made on the part of the supplier or Imagination Toys Ltd.

Imagination Toys Ltd comply with the distant selling regulations, however we reserve the right to deduct a re-stocking fee (up to 25%) of the original cost purchase price for items that are returned and that we cannot resell as 'new'. This can include but is not exclusive to:

- Items returned in damaged / ripped packaging
- Items returned in non-original packaging
- Items returned incomplete
- Items returned due to lack of delivery access

It is the senders responsibility to make sure the returned item is correctly and sufficiently packed to prevent damage in transit.

You must inform us of any damage prior to the return. Any claim for damage, not notified before the return, will be judged to have occurred during the return transit, and thus will be the responsibility of the sender / senders courier service.

  1. Introduction

1.1    We understand that from time to time you may wish to return a product to us.

1.2    We have created this policy to enable you to return products to us in appropriate circumstances.

1.3    This policy shall apply to all of our customers, irrespective of their geographical location.

1.4    This policy shall apply to all orders submitted through our website.

1.5    This document does not affect any statutory rights you may have as a consumer (such as rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015).

  1. Returns

2.1    If you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us and receive a refund in accordance with this policy if:

(a)    we receive the returned product within 30 days following the date of dispatch of the product to you;

(b)    the returned product is unused, in its original unopened packaging (with any seal or shrink-wrap intact), with any labels still attached, and otherwise in a condition enabling us to sell the product as new;

(c)    you comply with the procedure set out in this policy in relation to the return of the product; and

(d)    none of the exclusions set out in this policy apply.

  1. Returns procedure

3.1    In order to take advantage of your rights under this policy, you must contact us to obtain a return authorisation number, and then send the product to us with a covering note quoting that number.

3.2    Products returned under this policy must be sent by Royal Mail Signed For delivery, or another signed for service to the address provided with your returns authorisation, and NOT the address listed on this website.

3.3    You will be responsible for paying postage costs associated with returns under this policy.

  1. Exclusions

4.1    The following types of product may not be returned under this policy:

(a)     any product made to your specification;

(b)    any product made to order;

(c)    any product personalised or adapted for you; or

(d)     gift vouchers

(e)     any special order items advertised as Special Order.

  1. Refunds

5.1    We will give you a refund for the price you paid to us in respect of any product properly returned by you in accordance with this policy.

5.2    We will refund to you the cost of standard delivery charges relating to the original shipment of the product to you.

5.3    We will NOT refund to you the cost of delivery charges relating to the return of the product, unless it was originally sent to you in error or was received by you damaged.

5.4    We will usually refund any money received from you using the same method originally used by you to pay for your purchase.

5.5    We will process the refund due to you as soon as possible and, in any event, within 30 days following the day we receive your returned product.

5.6    The value of any refund will NOT exceed the value of the item in question.

5.7    Save as precluded by law, we will not be liable to you for any indirect or consequential loss, damage or expenses (including loss of profits, business or goodwill) howsoever arising out of any problem you notify to us under this condition and we shall have no liability to pay any money to you by way of compensation other than to refund to you the amount paid by you for the goods in question as above.

  1. Improper returns

6.1    If you return a product in contravention of this policy, and you do not have any other legal right to a refund or exchange in respect of that product:

(a)    we will not refund the purchase price or exchange the product;

(b)    we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and

(c)    if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.

  1. Our details

7.1    This website is owned and operated by Imagination Toys Ltd.

7.2  We are registered in England and Wales under registration number 15822028, and our registered office is at 128 City Road, London, EC1V 2NX, UNITED KINGDOM.

7.3  You can contact us (please DO NOT use for returns):

(a)    by post, to
Imagination Toys
Whitfield Business Hub,
184-200 Pensby Road,
Heswall, Wirral, Merseyside,
CH60 7RJ;

(b)    using our website contact form;

(c)    by telephone, on 0151 542 5091 or

(d)    by email, using info@imaginationtoys.co.uk

Last updated: 07/07/2024