FAQs

FAQs

Use the dropdown FAQs below to answer any questions you might have about Orchard Toys. If you need to find out more information, please feel free to email or phone us too.

  • What are your opening hours?View moreView less
  • Our offices are open from 9am-5pm Monday to Friday. We will be able to respond to any customer enquiries during this time.

  • Where can I buy Orchard Toys products?View moreView less
  • Orchard Toys are widely stocked in toy shops, gift shops, book shops, garden centres, as well as major supermarkets, department stores and online retailers.

    Alternatively, all of our games and puzzles can be purchased directly from us on this website, or by phoning us on 01953 859520.

  • How do I order a catalogue?View moreView less
  • Online:  To order a catalogue via the website or download a PDF version, click here.

     

    Phone:  To order a catalogue over the phone, call us on 01953 859520.   

                   

    Don’t forget that you can see our entire range on the website as well!

  • How much is delivery?View moreView less
  • Delivery is free on all UK orders* £25 and over.

    Next working day delivery on orders over £25 is an extra £2.50, please order by 2pm. Please note we are unable to offer next working day delivery to BFPO numbers.

    Free Delivery Offer

    *Our free delivery over £25 offer applies to UK Mainland postcodes only (excluding Scottish Highlands & Islands, Northern Ireland, ROI, Channel Islands, Isles of Scilly and The Isle of Man and BFPO numbers.)

    UK and Overseas Delivery - Summary

    Service Charge Delivery Window Delivery Time

    UK Economy Delivery (excluding BFPO numbers, excluding Scottish Highlands & Islands, Isles of Scilly, Isle of Man, Channel Islands, Northern Ireland and ROI – see table below)

    £3.50

    Mon-Fri 9am-5pm (Exc. Bank Holidays)

    2-3 working days

    Sent by DPD – Signature required

    Next Working Day Delivery (excluding BFPO numbers, excluding Scottish Highlands & Islands, Isles of Scilly, Isle of Man, Channel Islands, Northern Ireland and ROI – see table below)

    £5.75 for orders under £25

    £2.50 for orders over £25

    Order by 2pm Mon-Fri (Exc. Bank Holidays)

    24 hours next working day from dispatch

    Sent by DPD – Signature required

    Overseas Delivery (depending on country) excluding BFPO numbers

    From £9.50

    Mon-Fri 9am-5pm (Exc. Bank Holidays)

    4-9 days from dispatch (depending on country)

    Working days are Mon to Fri (Exc. Bank Holidays)

    Delivery Exceptions – Summary

    All prices shown above exclude Scottish Highlands & Islands, Northern Ireland, ROI, Isles of Scilly, Channel Islands and The Isle of Man. Delivery charges for these destinations are as follows. For details on delivery charges and times to BFPO numbers please call our mail order team on 01953 859520.

    Service Charge Delivery Window Delivery Time

    Scottish Highlands & Islands**

    £15.70

    Mon-Fri 9am-5pm (Exc. Bank Holidays)

    2-3 working days

    Sent by DPD – Signature required

    Isles of Scilly, Isle of Man

    £18.70

    Mon-Fri 9am-5pm (Exc. Bank Holidays)

    2-3 working days

    Sent by DPD – Signature required

    Northern Ireland

    £11.00

    Mon-Fri 9am-5pm (Exc. Bank Holidays)

    2-3 working days

    Sent by DPD – Signature required

    ROI

    £9.50

    Mon-Fri 9am-5pm (Exc. Bank Holidays)

    2-3 working days

    Sent by DPD – Signature required

    The Channel Islands (Jersey and Guernsey)

    £13.75

    Mon-Fri 9am-5pm (Exc. Bank Holidays)

    2-3 working days

    Sent by Parcelforce – Signature required

    **If you are not sure whether you are classed as the Scottish Highlands or Islands, here is a list of postcodes for these areas:

    Scottish Highlands Postcodes

    AB36-38, AB55-56. FK17-21, IV1-39, IV52-54, IV63, KW1-14, PA21-40, PH19-26, PH30-41, PH49-50

    Scottish Islands Postcodes

    HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE1-3

    UK Economy Delivery (2-3 working days)

    Your order will be dispatched via DPD if you are based within Mainland UK. DPD Deliveries are made between 8am and 8pm, Monday to Friday (excluding Bank Holidays), and a signature is required on receipt of delivery unless you leave a special instruction (e.g. leave in the shed or with a neighbour). 

    If you have supplied us with an email or phone number in the order process, you will receive a message telling you when your package will be delivered. We are happy to deliver your order to an alternative address; please enter an alternative delivery address when placing your order.

    Next Working Day Delivery (Monday to Friday)

    Orders placed before 2pm on a working day, will be delivered on the next working day. Therefore, orders placed before 2pm on a Friday will be delivered on the Monday (or on the Tuesday if Monday is a Bank Holiday).

    These are sent by DPD Courier and a signature is required. As the delivery comes to you via a courier, we cannot book a specific date or time.

    Next Working Day delivery is not available to the following areas: Scottish Highlands & Islands, Northern Ireland, ROI, Channels Islands, Isles of Silly, The Isle of Man and to BFPO numbers.

    Overseas Delivery – from £9.50

    We use Parcelforce, UPS and DPD to deliver to countries outside the UK, and delivery is calculated at the point of placing the order. Parcelforce deliveries are made between 8am and 6pm Monday to Friday, as are UPS. As the delivery comes to you via a courier, we cannot book a specific date or time.

    Please e-mail us at info@orchardtoys.com if you would like further information on our delivery charges.

  • How are my products delivered?View moreView less
  • We use DPD to deliver parcels within Mainland UK and Parcelforce or UPS to deliver to countries outside of the United Kingdom. 

     

    DPD Deliveries are made between 8am and 8pm, Monday to Friday (excluding Bank Holidays), and a signature is required on receipt of delivery unless you leave a special instruction (e.g. leave in the shed or with a neighbour). UPS deliveries are made between 8am and 6pm Monday to Friday, whilst Parcelforce deliveries are made between 8am and 6pm, Monday to Friday. 

     

    If you have supplied us with an email or phone number in the order process, you will receive a message telling you when your package will be delivered. We are happy to deliver your order to an alternative address; please enter an alternative delivery address when placing your order.

     

  • How long will it take for my order to arrive?View moreView less
  • Orders are generally despatched within 24 hours (Mon-Fri) by courier service. UK mainland orders are shipped by DPD on a Next Day or 3-5 day service, depending on which option is selected at checkout.

     

    DPD deliver between 8am and 8pm Monday to Friday and require a signature on delivery. Orders for delivery in the Scottish Highlands & Islands, Isles of Scilly, Isle of Man and ROI are usually dispatched on a 2-3 day service.

     

    European and International deliveries generally take between 4-9 working days. Orders to some countries may experience delays due to customs procedures. If your order has not arrived within 3 days of the service selected, please phone us on 01953 859520.

  • Can I change my order?View moreView less
  • If you need to amend your order, please contact us by telephone on 01953 859520. You can also email us at info@orchardtoys.com. We will do everything to help so long as your order has not already been dispatched.

  • How do I cancel my order?View moreView less
  • If you would like to cancel your order, please complete our Order Cancellation Form. We will contact you to confirm we have received your notification. Alternatively, you can ring us on 01953 859520.

     

    If we have already dispatched your goods you must return them, no later than 14 days after the day on which you confirmed your wish to cancel, in order to receive a refund. Please return the goods with your original delivery note to: Orchard Toys Ltd, Chestnut Drive, Wymondham, Norfolk NR18 9SB.

     

    Goods must be returned in their original packaging, undamaged and unused, in order for us to process your refund. Please ensure you receive proof of postage or use tracked postage as we cannot be held liable for returned items which do not reach us.

  • Am I entitled to return and get a refund?View moreView less
  • If you wish to cancel your order before we have dispatched your goods, we will refund the full cost of the goods and the original delivery charge within 14 days of receiving your notification of cancellation.

    If we have already dispatched your goods and you wish to cancel your order, we will refund the full cost of the goods and the standard delivery charge within 14 days after the day on which we receive the goods or, if earlier, the day on which we receive evidence that the goods have been returned. We will not refund the cost of returning the goods to us.

    If only part of your order was cancelled, we will not refund the delivery charge. For more information about our returns policy please email returns@orchardtoys.com or call 01953 859520.

  • If my order arrives incorrect or damaged, will you refund me?View moreView less
  • We will provide a full refund for goods, together with postage costs, which arrive incorrect or damaged. If your goods have been damaged in transit, are defective or do not match your order please contact our Customer Services team by emailing returns@orchardtoys.com or call 01953 859520. Please include your name, address, telephone number, order number and details of the issue and goods affected.

    Our Customer Services team will provide you with details on how to return your goods; you will not be expected to cover this cost.

  • How do you make your products inclusive?View moreView less
  • When designing our games and jigsaws we aim to not stereotype, discriminate or misrepresent any cultures, genders or disabilities. Although we always strive for positive representation, sometimes it is not always possible to demonstrate all options of gender, disability and race in every one of our products. Ensuring our products are inclusive and represent a range of children and characters is very important to us and we hope this shows in our games and jigsaws.

  • Do you sell abroad?View moreView less
  • Yes, we are proud to sell Orchard Toys in over 50 countries worldwide! You can also order directly on this website for overseas shipping to a number of international destinations. However, as we use global couriers we are dictated by postal costs and charges. Postal costs will be displayed at checkout when you place your order.

  • Can I order from abroad and ship to a UK address?View moreView less
  • Yes. If you are based abroad but would like your order shipped to a UK address, standard UK delivery charges will apply.

     

    All our prices are in UK Pounds Sterling. Your bank will convert your payment to your own local currency. Please refer to your bank for current exchange rates.

  • What happens if I lose a piece from my game?View moreView less
  • Don’t worry, we can help you with this! We will happily send you your missing piece through our Free Parts Replacement Service, provided they are in stock. Just click here to find out more details and fill in our contact form.

     

    We do not charge for this service but if, as a token of appreciation, you would like to make a small donation to our nominated charity East Anglia's Children's Hospices (EACH) on our JustGiving page it would be greatly appreciated.

     

  • What happens if I lose a piece from my jigsaw?View moreView less
  • Unfortunately, due to the nature of the product, we are now unable to replace lost jigsaw pieces. This is because we cannot guarantee that our replacement pieces will fit your product. Sorry for any inconvenience caused.

     

    Please click here to find out more about our Free Parts Replacement service. 

  • A piece is missing from my brand new game/jigsaw.View moreView less
  • Please accept our apologies for the missing item in your new Orchard Toys product. All of our games and jigsaws are packed by hand and despite our best efforts, there are occasions when a piece is missed by our packing teams.

     

    We will of course replace your missing pieces for free. Please head to our Missing Pieces page for more information and to fill in our contact form. Once we have received the form, we will send you your new pieces immediately.

  • What if I forget my password?View moreView less
  • If you go to log into your account and have forgotten your password, simply click the ‘Forgotten your password?’ link. All you have to do is provide your email address and we will send you an email with a link to reset your password. This will give you a replacement password which you can then change in your account.

     

    You can change your password directly in your account by clicking the ‘Change Password’ tab once logged in on the Account homepage.

  • Is my child too old/too young for the product I have chosen?View moreView less
  • We indicate the age range that we feel is most appropriate for each product; however, children develop at different rates, so please treat the age ranges as a guide only. If you are still unsure as to what to buy, why not read some of the game or puzzle reviews on our website or head to our educational benefits page to learn more about how they might help your child.

  • What do your educational symbols mean?View moreView less
  • For more information about each of our educational symbols, click here.

  • Are Orchard Toys products safe for children to use?View moreView less
  • We take product safety very seriously and we work closely with Intertek, one of the UK’s largest UKAS Accredited testing laboratories, to ensure our products exceed the EN71 toy safety testing standards. Not only do our products also bare the CE Mark, but we are proud to say that Orchard Toys’ are members of the BTHA, which allows us to display the Lion Mark on our products too.

  • Where can I find product reviews?View moreView less
  • You can find reviews for different products on the individual product pages of the website. These are all honest reviews from people who have bought, used or tested Orchard Toys, and are not edited by us in any way.

     

    We also work with a large number of parenting bloggers who provide honest reviews in exchange for product samples; we share these on our social media accounts so keep an eye out for these too!

  • What is your best selling game?View moreView less
  • Shopping List has consistently been our most popular and successful game for many years! It is a huge hit with children, parents and childcare professionals across the country and internationally. This deceptively simple lotto game can be purchased directly on our website or at many other retailers.

     

    To see a list of all our best selling games and jigsaws, click here.

  • I’ve lost the instructions to my game, where can I find a copy?View moreView less
  • The instructions for all our current games and a selection of discontinued games can be found to download as PDFs on our website product pages and also on our Lost Instructions Page.

     

    If you cannot find the instructions you need, please email us at info@orchardtoys.com or send us a message on our Facebook page and we will be happy to send you them.

  • Are your games and jigsaws designed and made in the UK?View moreView less
  • We are proud to be one of the few toy companies that still manufacture in the UK. All our games and jigsaws are designed and created in the small market town of Wymondham in Norfolk, from first conception to packing the final product.

  • Can I buy products in person from your offices?View moreView less
  • We do not have a retail outlet on site. However, if it would be more convenient for you to collect your order from our premises here in Wymondham, Norfolk, please phone us in advance on 01953 859520 and we can prepare your order ready for collection.

  • Where can I find Orchard Toys on social media?View moreView less
  • We have accounts on Facebook, Twitter, Instagram, Pinterest, YouTube and LinkedIn. Feel free to follow us on any of these platforms for the latest product news, competitions and educational tips.

     

    You can also contact us on social media with any customer service enquiries, our accounts are checked daily during working hours and we will endeavour to reply to your request within 48 hours.

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Registered in England and Wales No. 1460458 Registered Office: Cawley House, Canal Street, Nottingham, NG1 7HR