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ORDERING & DELIVERY
How long does it take to process my order?
We are quick as a flash! Order before 2pm and your items will be shipped the same day. Orders placed at weekends will be despatched on Monday.  
 
Who do you use to make deliveries?
If you live in the UK, your order will be delivered via Royal Mail or DPD. If you live overseas, we use Standard Airmail, Registered Airmail, DPD and Spring Global Mail.
 
When will my order arrive?
Depending on the shipping method you select when checking out your order, you should allow the following timeframes for your parcel to arrive:
  • FREE standard delivery – usually within 2 days, but allow up to 5 working days.
  • Royal Mail 24 – next working day, but allow up to 3 working days.
  • Royal Mail 48 – 2 days, but allow up to 5 working days.
  • Special Delivery 1pm – Guaranteed next day by 1pm when you order Mon-Thurs.
  • DPD Local – next working day to UK mainland; 2 working days to Highlands & Islands.
  • Standard Airmail – approximately 2 weeks on average, but allow up to 28 days.
  • Registered Airmail – approximately 2 weeks on average, but allow up to 28 days.
  • DPD International – within 2 to 5 working days.
  • Spring Global Mail – approximately 2 weeks on average, but allow up to 28 days.
How much does UK delivery cost?
Prices to UK addresses start from just £2.95 and we offer FREE standard delivery on orders of £65 or more.? Supplementary charges may be applied to larger parcels for Highlands & Islands addresses (including Channel Islands, Isles of Scilly, Northern Ireland, Isle of Wight, Scottish Highlands and Scottish Islands). This will be shown at the online checkout.
 
How much does International delivery cost?
Prices to overseas locations are based on the weight of your order. The online checkout will calculate your delivery price based on the weight of the items in your basket and the location of your delivery address. All prices are quoted and charged in GBP £ (British Pounds Sterling).
 
Why don’t you deliver to my country?
We probably do! We deliver to countries all over the world. If your country is not shown in the drop-down menu when adding a delivery address, you will need to use the Contact Us link at the top of our homepage to send us an International Shipping Quote request. Let us know your location and the list of items you require and we will produce a shipping quote for you.

What do I do if I haven’t received my order?
Check that you have allowed enough time from the date you received your confirmation of despatch email (see ‘When will my order arrive?’ above). Then get in touch with us either by telephone on 020 7226 1329 or use the Contact Us tab at the top of our homepage to send us an email. We will check your order details and work to resolve the issue for you as quickly as possible.

How will my order be packaged?
As part of our commitment to recycling, we sometimes re-use cardboard cartons to pack your delivery. However to ensure that no surprises are spoiled, all parcels are plain packaging and there is no mention of ‘Sylvanian Families Shop’ or the name of any of our products anywhere on the outside of the delivery boxes.


PAYMENTS
What type of cards do you accept?
We accept all types of Visa card, plus MasterCard, American Express and UK Maestro. We do not accept Laser cards.
 
Can I pay by PayPal?
Yes, the online checkout will give you the option to select payment via your PayPal account.
 
How do you keep my card details safe?
All online transactions are authorised in real time using secure payment services provided by SagePay. We will not store any of your payment card details in our site. All information requested is the minimum to ensure we provide a fast, efficient and secure service. 
 
What is 3D Secure and why is it necessary?
3D Secure, or Authentication, is required by card issuers on most Visa and MasterCard credit and debit card transactions to provide additional security for cardholders. This ensures that the card being used for payment can only be used by the cardholder themselves. In addition to the card details, the Verified by Visa and MasterCard SecureCode schemes will ask for your unique password. This service is provided by your bank and card issuer and is in place for your protection. If you are not yet registered with these schemes, there will be an ‘I am not enrolled’ option to click on.

I keep getting an error message every time I try to checkout my order. Is there something wrong with your site?
Probably not. All our online payments are processed via SagePay, including those paid with PayPal. SagePay uses the most up-to-date secure data encryption to process your payment safely. If you web browser has not been updated to its latest version to ensure the security settings are up to date, you may not be able to process your payment successfully. This applies to smartphones and tablets as well as desktop computers and laptops. If you are having difficulties, please update your Internet browser to the latest version, clear your internet history, and try to checkout again. If you are still unable to order, don't forget that you can always call us on 020 7226 1329.

Can I pay in my own currency?
The online store accepts payments in GBP £ British Pounds Sterling only. Transactions are charged to your card in GBP. If your card is registered in another country the card issuer will automatically convert the total amount to your local currency.

Can I use my gift vouchers online?
Unfortunately not. Sylvanian Families Shop gift vouchers can only be used in our London store, or redeemed by post using our mail order service.

Can I send a cheque?
To pay by cheque or postal order, please contact us on 020 7226 1329 to place your order. We will then give you a final total and a reference number and you can then mail in your payment. Cheques are accepted up to a value of £50 sterling and postal orders are accepted for any value of purchase. Cheques/postal orders should be made payable to SSK Productions Ltd.


RETURNS, DAMAGES & FAULTY ITEMS
What do I do if an item I have received appears to be faulty?
We will replace goods deemed faulty by manufacturer guidelines immediately with an identical product (subject to availability). You must notify us immediately upon receiving the product. We will advise of how to deal with the return of the product on an individual basis. We will cover all re-delivery costs of faulty product replacements.

What do I do if an item on my order has been damaged in transit?
We can replace any items damaged in transit with an identical product (subject to availability), or we can offer a partial refund on any such items. You must notify us immediately upon receiving the product and provide photos of the damage. We will advise of how to deal with the return of the product on an individual basis. We will cover all re-delivery costs of damaged product replacements.

There is nothing wrong with my item, can I still return it?
We will accept returns for items up to 28 days after the date of despatch. Your returned product must be unopened, the packaging in mint condition, and proof of purchase supplied. We will then refund or exchange as required. All returns must be securely packaged to avoid any damage in return transit using cardboard boxes – no jiffy bags please. You will cover all return and re-delivery costs. Please contact us before sending any return either by using the Contact Us tab at the top of our homepage, or by calling us on 020 7226 1329.


CUSTOMER SERVICES
How do I get in touch with you?
There are four options for getting in touch. You can call us on 020 7226 1329; you can email us on sylvania@sylvanianstorekeepers.com; you can use the Contact Us tab at the top of our homepage to send us an enquiry, or you can visit us in person at our London shop.

How long will it take to answer my email or online enquiry?
We will respond to you as quickly as possible, but please allow up to 2 working days. If your enquiry is urgent or time-sensitive please call us on 020 7226 1329 so we can help you immediately.

When are you open?
We are open 6 days a week. Our telephone lines and London Shop are open 0900-1700 Monday to Saturday. We may be closed or operating shorter hours on some Bank Holidays. Please check the Our Store tab for any relevant alternations to opening times.

Can I visit your store?
Yes of course, our shop in London is open 6 days a week. You can find full details on where to find us by click the Our Shop tab at the top of our homepage.

GENERAL
Do you sell gift vouchers?
We sell gift vouchers for use in our London store, but these would need to be ordered with us by telephone on 020 7226 1329 or bought in store. Sylvanian Families Shop gift vouchers can also be redeemed by post via our mail order service.

Do you donate to charity?
As you can image we receive lots of requests to help good causes. Being a small independent toy shop we are not in a position to help everyone despite how much we would like to. Therefore we focus all our charitable support on our local London primary schools in our neighbouring boroughs of Hackney and Islington.

Do you sell wholesale?
No, unfortunately not. We only sell directly to the public and our products are not for resale. 
 
Do you buy pre-owned Sylvanian Families collections?
No, unfortunately not. We do not have the space sadly to deal in second-hand or pre-owned toys.

Can I have a discount?
We are committed to providing excellent value for our collectors all year round and regularly run promotions and offers. For this reason we don’t offer discounts.
 
What is your pricing policy?
We aim to offer excellent value at all times and price our items at recommended retail price or under where possible. Being a small independent retailer we are not in a position to offer price matching.

Can you order an item in for me?
We stock the widest range of Sylvanian Families and Li'l Woodzeez in the UK, currently over 500 different items. If there is a Sylvanian or Woodzeez item you cannot see on our site, please either give us a call on 020 7226 1329 or send us a message via our Contact Us tab, and one of our experts will check to see if this item is available, or whether it is something we will be stocking in future. It may be possible that it is no longer shown because it is discontinued, but our team will be able to advise you of this.

Can’t find the answer to your question above?
No problem! Just give us a call on 020 7226 1329 or use the Contact Us tab at the top of this page to send us a message. We’re here to help!