FAQs
Looking for an answer to a question about Orchard Toys? Our FAQs page brings together helpful information about our products, orders, delivery and services, so you can quickly find the support you need.
About Orchard Toys
Yes! You can follow Orchard Toys on Facebook, Instagram, YouTube and LinkedIn for the latest product news, competitions, activities and educational tips!
You can also contact us via social media with any customer service enquiries. Our accounts are monitored daily during working hours, and we'll aim to respond to your enquiry within 48 hours.
You can also contact us via social media with any customer service enquiries. Our accounts are monitored daily during working hours, and we'll aim to respond to your enquiry within 48 hours.
Our offices are open from 9am - 5pm Monday to Friday, excluding Bank Holidays.
Our Products
Instructions for all our current games, as well as a selection of discontinued games, are available to download as PDFs. You can find them on the relevant product page on our website or on our Lost Instructions page.
Unfortunately, we're unable to replace lost jigsaw pieces. Each of our jigsaws is individually produced, so we cannot guarantee that a replacement piece would fit your puzzle correctly.
We're sorry for any disappointment or inconvenience this may cause, and thank you for your understanding.
We're sorry for any disappointment or inconvenience this may cause, and thank you for your understanding.
Don't worry, we may be able to help! Our Misplaced Pieces Service allows you to order up to three misplaced pieces free of charge. If you need more than three pieces, additional pieces are charged at £1.00 each.
Please note that a £1.40 postage and packing charge applies to every order.
Please note that a £1.40 postage and packing charge applies to every order.
Orders and Returns
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2015, if you place an order online, you have the right to cancel your order within 14 calendar days of receiving your goods.
To cancel your order, please contact us via the General Enquiries form on the Contact Us page. You must then return the goods within 14 days of notifying us of your cancellation. Please include the original delivery note and send the items to:
FAO Cancellations
Orchard Toys Ltd
Chestnut Drive
Wymondham
Norfolk
NR18 9SB
You are responsible for taking reasonable care of the goods while they are in your possession. Items must be returned unused, undamaged, and in their original packaging. Handling should be limited to what is reasonably necessary to inspect the goods, as you would in a shop. Please ensure returns are packaged securely, as we cannot be responsible for items lost in transit.
We will refund the cost of the returned goods and the standard outbound delivery charge within 14 days of receiving the goods back, or earlier if you provide proof of return. If only part of an order is cancelled, the original delivery charge will not be refunded. Return postage costs are the customer's responsibility.
To cancel your order, please contact us via the General Enquiries form on the Contact Us page. You must then return the goods within 14 days of notifying us of your cancellation. Please include the original delivery note and send the items to:
FAO Cancellations
Orchard Toys Ltd
Chestnut Drive
Wymondham
Norfolk
NR18 9SB
You are responsible for taking reasonable care of the goods while they are in your possession. Items must be returned unused, undamaged, and in their original packaging. Handling should be limited to what is reasonably necessary to inspect the goods, as you would in a shop. Please ensure returns are packaged securely, as we cannot be responsible for items lost in transit.
We will refund the cost of the returned goods and the standard outbound delivery charge within 14 days of receiving the goods back, or earlier if you provide proof of return. If only part of an order is cancelled, the original delivery charge will not be refunded. Return postage costs are the customer's responsibility.
If your goods arrive damaged, faulty, or do not match your order, please contact us via General Enquiries on the Contact Us page. Where goods are damaged, defective, or incorrect, we will refund the affected items and the original delivery charge unless a free replacement is provided.
Delivery
Yes! If you're ordering from outside of the UK but would like your order delivered to a UK address, our standard UK delivery charges will apply.
All our prices are shown in UK Pounds Sterling (GBP). When you pay, your bank or card provider will convert the amount into your local currency. Please check with your bank for the latest exchange rate and any applicable fees.
All our prices are shown in UK Pounds Sterling (GBP). When you pay, your bank or card provider will convert the amount into your local currency. Please check with your bank for the latest exchange rate and any applicable fees.
Orders are despatched (Mon-Fri) by courier service. UK mainland orders are shipped by Royal Mail on a Next Day service, if your order has been placed by 2pm Monday-Friday (excluding bank holidays and Black Friday weekend)
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.
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.
UK Delivery
FREE Next Working Day delivery on orders over £30 placed by 2pm Monday – Friday (except on bank holidays and Black Friday weekend)
A delivery charge of £3.95 will be applied to all mainland* UK deliveries, FREE if you spend over £30. Delivered by Royal Mail next working day if ordered by 2pm (except on bank holidays and Black Friday weekend), otherwise please allow two working days.
*Excludes Scottish Highlands & Islands, Isles of Scilly, Isle of Man, Channel Islands, Northern Ireland and ROI.
If you have supplied us with an email or phone number, you will receive tracing information.
Scottish Highlands & Islands, Isles of Scilly, Isle of Man, Channel Islands, Northern Ireland and ROI:
Scottish Highlands & Islands:** A delivery charge of £7.62 applies. Sent by Royal Mail Tracked 2-3 working days.
Isles of Scilly, Isle of Man: A delivery charge of £7.62 applies. Sent by Royal Mail Tracked 2-3 working days.
Northern Ireland: A delivery charge of £5.95 applies. Sent by Royal Mail 2-5 working days.
The Channel Islands (Jersey and Guernsey): A delivery charge of £7.62 applies. Sent by Royal Mail Tracked 2-3 working days.
**If you are not sure whether you are classed by Royal Mail 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
BFPO Addresses
Unfortunately, we cannot deliver to BFPO addresses.
FREE Next Working Day delivery on orders over £30 placed by 2pm Monday – Friday (except on bank holidays and Black Friday weekend)
A delivery charge of £3.95 will be applied to all mainland* UK deliveries, FREE if you spend over £30. Delivered by Royal Mail next working day if ordered by 2pm (except on bank holidays and Black Friday weekend), otherwise please allow two working days.
*Excludes Scottish Highlands & Islands, Isles of Scilly, Isle of Man, Channel Islands, Northern Ireland and ROI.
If you have supplied us with an email or phone number, you will receive tracing information.
Scottish Highlands & Islands, Isles of Scilly, Isle of Man, Channel Islands, Northern Ireland and ROI:
Scottish Highlands & Islands:** A delivery charge of £7.62 applies. Sent by Royal Mail Tracked 2-3 working days.
Isles of Scilly, Isle of Man: A delivery charge of £7.62 applies. Sent by Royal Mail Tracked 2-3 working days.
Northern Ireland: A delivery charge of £5.95 applies. Sent by Royal Mail 2-5 working days.
The Channel Islands (Jersey and Guernsey): A delivery charge of £7.62 applies. Sent by Royal Mail Tracked 2-3 working days.
**If you are not sure whether you are classed by Royal Mail 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
BFPO Addresses
Unfortunately, we cannot deliver to BFPO addresses.
Orders are despatched (Mon-Fri) by courier service. UK mainland orders are shipped by Royal Mail on a Next Day service, if your order has been placed by 2pm Monday-Friday (excluding bank holidays and Black Friday weekend)
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.
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.