Trading AddressSSK Productions Limited
The Sylvanian Shop,
68 Mountgrove Road,
London N5 2LT.
Telephone: 020 7226 1329
Legal IdentitySSK Productions is the trading name of SSK Productions Limited. Registered office: Lynton House, 7-12 Tavistock Square, London WC1H 9BQ. Registered number: 3947874, VAT number: GB 512506092. Registration: Companies House. Directors: A F M Harwood and S T Harwood.
Ownership of rightsAll rights, including copyright in this website are owned by or licensed to SSK Productions Limited. Any use of this website or its contents, including copying or storing it in whole or part, other than for your own personal, non-commercial use* is prohibited without our permission. You may not modify, delete, distribute or post anything on this website for any purpose.
*We only allow the use of elements from this website for school projects, artworks or decoration of personal effects.
No details are passed onto any third party nor will be.
No credit/debit card details are held by the website. All financial transactions are carried out through SagePay, a secure e-Payments service.
The information we request is the minimum to ensure we provide a fast, efficient service.
We take every care to ensure that the contents of this website, in particular, the details, description and price quoted are correct at the time of publishing. All prices are displayed including VAT and exclusive of delivery charges. The total cost of an order is the price of the items ordered and the delivery charges are as set out in the delivery options of this website. The distributor and manufacturer do change the colour and contents of this range without notification. We endeavour to correct any change as soon as we are informed. 'Gripping' hands are available on figures where advertised in writing, photographs are for guidance only and we cannot guarantee that figures shown with 'gripping' hands in a photograph are actually available in that format.
We aim to offer the best value as possible right across our range of Sylvanian Families. However sometimes changes to the advertised prices may be necessary if there is an increase or decrease at the suppliers for a particular product. This website reflects our current price for each item. If this price differs to our annual printed Sylvanian Families Shop catalogue, the website price should be taken as the correct price for the item. All printed catalogue prices are correct at the time of going to print, but as the printed catalogue has a shelf life of up to 12 months, sometimes changes made during that time are reflected online but not in print. Please refer to this website for our current prices.
Prices & Availability
We aim to have 100% availability on all our products shown online as available to order. If an item is out of stock, even temporarily, we remove the 'Add to Basket' option to ensure you cannot order any item we do not physically have available for immediate despatch. If for any reason we cannot supply the item you have ordered, we will contact you to advise this and the options for how to proceed.
Ordering & DespatchOnline store orders will be despatched as quickly as possible – usually within 1 working day. If your order is urgent, please use the customer comments box to let us know. Most parcels to mainland U.K. addresses arrive the next working day, but please allow up to 5 working days from the date of despatch. You will receive a despatch confirmation email once your goods have been shipped specifying the delivery method.
Mainland UK delivery is FREE on all orders over £60 in value
Mainland UK orders between £40 and £59.99 cost an additional £4.95
Mainland UK orders between £20 and £39.99 cost an additional £3.95
Mainland UK orders under £20 in value will cost an additional £2.95
UK orders for Highlands and Islands addresses may incur additional supplements on larger parcels. The online checkout will indicate if any such charges are to be added.
Smaller parcels are shipped via 1st class Royal Mail, larger parcels and high value orders are shipped via courier post on next working day services. Once your order is shipped you will receive an automated confirmation of despatch by email.
Ordering from overseasOur online store offers automated ordering for over 45 countries. If you country is not shown in the list when entering your delivery details, please use the Contact Us tab above to send us your order details via email. We will then calculate your shipping costs based on your location and requirements. Smaller parcels are shipped via standard airmail and larger items via courier post. For any international delivery please allow up to 28 days, however most parcels arrive more quickly than this in the majority of cases. Please note that all prices are listed in GBP British Pounds Sterling (£) and payments and charges are made in GBP British Pounds Sterling and then converted to your local currency by your payment card issuer.
In some countries outside of the EU, customs charges may be applied to your parcel if the value is over a set level. You will need to investigate these charges with your local authorities or postal service before placing an order as we cannot advise on your country’s policies on import tax.
There may be occasions when the online checkout fails to calculate your shipping fee correctly. If your shipping fee is quoted at £0.00 for any non-UK order we will need to manually calculate your delivery fees for you. If this is the case with your shopping basket, please email us on firstname.lastname@example.org or call us on +44 (0) 20 7226 1329 and we will work through your shopping basket to give you the best possible shipping price.
Bulk Ordering RestrictionsAs a specialist stockist of Sylvanian Families we have an extensive range of Sylvanian products on offer and we only supply directly to collectors/customers. Our products are not available for bulk purchase and cannot be re-sold. Some products from our extended range may be labelled 'not for resale' on the packaging. If you require Sylvanian Families products in multiple quantities or to sell on, you will need to contact Epoch Making Toys Ltd, the UK distributors, for a wholesale account.
PackagingAs 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 in plain packaging and there is no mention of ‘Sylvanian Families’ anywhere on the outside of the boxes.
Additional Delivery InstructionsYou can use the 'shipping notes' box at the online checkout to supply us with any additional information regarding your order or delivery. Like 'leave with neighbour of out', for example. If you request for your parcel to be left in a non-secure location, or an outdoors location, for example 'leave on doorstep' or 'leave behind side gate' we will gladly add this to your parcel for you, but please note that we cannot accept responsibility for any loss or damage that occurs to your parcel once it has arrived, so please consider this carefully before requesting such action.
All parcels will include a despatch note, detailing the contents of the parcel so that your order can be checked upon receipt.
Returns, Damages & Faulty ItemsHere in the world of Sylvania, we are very lucky that faults are very rare with our products. However, if you do need to return an item the following applies:
Faulty goods will be replaced immediately with an identical product (subject to availability).
Items damaged in transit will be replaced immediately with an identical product (subject to availability).
With both of the above, 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. All re-delivery costs of faulty/damaged product replacements will be covered by us.
Returns for all other items are only accepted up to 28 days after the date of despatch. The product must be unopened, the packaging in mint condition, and proof of purchase supplied. We will then refund or exchange as required. Delivery fees are non-refundable and re-delivery fees for an alternative item(s) will be payable by you. All returns must be securely packaged to avoid any damage in return transit using cardboard boxes – no jiffy bags please. Please contact us before sending any return.
Ordering from our websiteYou are able to change any items on your order up to the point at which you click on ‘Confirm Order’ on the Shopping Basket page of our order process.
Sylvanian Families Collectors ClubThe Sylvanian Families Collectors Club has been replaced by Epoch making toys Ltd.'s Premium Sylvanian Families Fan Club. The Sylvanian Families Club Points offer ran from July 21st 2012 until November 15th 2013 and has now ended. Collectors Books are no longer valid and cannot be redeemed against free gifts.
Sylvanian Families Shop Loyalty Club PointsFrom April 1st 2017, you can save Sylvanian Families Shop Loyalty Club Points and claim a free gift when you reach 45 points. A Loyalty Club Point will be issued with every purchase of £10* and multiples thereof (£20 = 2 points) from SSK Productions Ltd. via the Sylvanian Families Shop in London, their website at www.sylvanianstorekeepers.com and their telephone mail order service. *Loyalty club points values will be on product purchases only and excludes any postage costs paid.
For full terms & conditions relating to the Loyalty Club Points Scheme specifically, please click HERE.
Help!Should you need help or advice about the site or products or if you would rather place your order by telephone, you can contact our Sylvanian Families Shop on 020 7 226 1329 to speak to one of our dedicated team – we are open 7 days a week.
Statutory RightsNone of the above affects your Statutory Rights under U.K. Law.