Shipments and Delivery

We are delighted to offer a number of different shipping and delivery options to cater to our customers' requirements. We try to offer the best and most competitive shipping rates and any charges are only covering the cost of shipping as incurred by us from our third party delivery service providers. Where possible, we subsidise the shipping charge and do not pass this on to our customers.

Delivery Failure

If you fail to take delivery of the ordered goods and they are returned to us, we will contact you upon their arrival via email. A refund of the cost of goods without shipping will be processed if you contact us within 5 days unless you have notified us before then to advise that the goods are still required. If the goods are still required, you will be charged an additional shipping fee for a second delivery +3% for packing.

It is the responsibility of the customer to ensure there is someone at the delivery address at the specified date to sign for the parcel. If no one is present the courier may deliver the goods to a neighbour either side or directly opposite and should leave a card to advise where this parcel has been left. If a parcel has been delivered but you are claiming non receipt of a parcel then please allow 3-5 days from date of notifying us to allow us to investigate with the courier. If a refund is applied and the goods are later located then we reserve the right to place a debit for these goods unless you return them to us.

Stock Outs

Usually everything displayed on our site as In Stock is present in our warehouse and available for immediate dispatch.
In the unlikely event that any ordered goods are not readily available to us, we reserve the right to cancel your order. You will receive an email notification of any order cancellation as a result of stock out confirming that any pre-authorisation has been released and/or payment refunded for the goods in question, in line with our Payment Terms. To the extent that the out of stock item forms part of a larger order, all other goods ordered by the customer will be dispatched in the normal way.

Delivery Timeframes

It is our objective to achieve on time delivery on all orders. We monitor our delivery partners and our experience is that delivery is successfully effected within the chosen delivery time period in 99% of cases.
We use a number of third party courier service providers and on occasion human error may cause a package to be misdirected. Once despatched, the on time delivery of a package is the responsibility of the relevant courier company and Smyths Toys cannot be held responsible for a package not reaching its destination on time.
In order to avoid disappointment, we suggest that customers place orders well in advance of parties and Christmas to allow for any unforeseen delays.

Returns

We are happy to exchange or refund goods if returned within 28 days of purchase, provided the goods are unused, unopened, in their original condition and packaging with all materials, manuals and accessories intact. All returns must be accompanied by a valid Best4toys receipt or, for online returns, your order reference  number. Our returns policy does not extend to computer or games software where the seal has been broken or Nursery items.

Refunds

We aim to process all refunds as quickly as possible. During our busy season (October through to December) please allow up to 14 working days for refunds and replacements to be processed. All refunds will be made using the same payment method where goods are purchased in store and using the same card or PayPal account used at the time of placing the order for good purchased online.
The customers' statutory rights are not affected.
Please note that the time taken to process a refund and/or release any pre-authorisation taken on your card may vary depending on your bank or credit card provider. In our experience, it can take up to 8 days. This processing time is completely outside of our control and any delay is not on the part of Best4toys.


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