FAQs

Our offices are open from 9am - 5pm Monday to Friday. 

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.

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!

Delivery is free on all Mainland UK orders* £30 and over.

Next working day delivery on orders over £30 is an extra £2.50, please order by 1:30pm. 

UK and Overseas Delivery - Summary

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

Unfortunately we cannot deliver to BFPO addresses at this time.

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.

**If you are not sure whether you are classed by DPD as the Scottish Highlands & Islands, below is a list of postcodes for these areas:

AB31- AB38, AB41-AB56, FK17-FK21, HS, IV1-IV56, IV63, KA27-KA28, KW, PA20-PA78, PH15-PH50, ZE

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 Thursday)

Orders placed before 1:30pm on a working day, will be delivered on the next working day. Therefore, orders placed before 1:30pm 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 and The Isle of Man.

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.

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.

Orders are generally despatched within 24 hours (Mon-Fri) by courier service. UK mainland orders are shipped by DPD on a Next Day or 2-3 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.

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.

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 retrieve proof of postage or use tracked postage as we cannot be held liable for returned goods which do not reach us.

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.

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.

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.

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.

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.

Don’t worry, we can help! We offer a Misplaced Pieces Service, where we offer up to three misplaced pieces free of charge. Plus additional misplaced pieces over three are charged at £1 each. Please note a postage and packaging charge of £1.30 is applied to every order. Just click here to find out more.

Unfortunately, due to the nature of the product, we are now unable to replace lost jigsaw pieces. Each jigsaw puzzle is individually produced and therefore we are unable to guarantee that the new piece would fit your puzzle. Sorry for any inconvenience caused.

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.

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.

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.

For more information about each of our educational symbols, click here.

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.

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!

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.

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.

We are proud to be one of the few toy companies that still manufacture the majority of our products in the UK. All our games and jigsaws are designed in the small market town of Wymondham in Norfolk.

We do not have a retail outlet on site and due to COVID restrictions, we cannot offer a collection service at this time. Thank you for your understanding

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.