Our website uses cookies to ensure you get the best possible experience while browsing our products and placing your order. See our Policy for more info.

Terms & Conditions

Trading Address
SSK Productions Limited
38 Church Street
RG28 7AS
Telephone: 01256 895511
email: sylvania@sylvanianstorekeepers.com
Legal Identity
SSK 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 rights
All 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. 
Privacy Policy
We are committed to protecting your privacy.
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 Opayo, a secure e-Payments service.
The information we request is the minimum to ensure we provide a fast, efficient service. 
Content Accuracy
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.
Prices & Availability
We aim to offer the best value as possible right across our range of products. 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 any printed SSK catalogue, the website price should be taken as the correct price for the item. Any 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.
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 & Despatch
Online store orders will be despatched the same day when ordered by 2pm. If your order is urgent, please use the customer comments box to let us know. Delivery time will depend on the shipping option you select when checking out your order. You will receive a despatch confirmation email once your goods have been shipped confirming the delivery method. 
Shipping costs will vary depending on the delivery method you select at the checkout. 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.
Ordering From Overseas
Our online store offers automated ordering for over 70 countries. If you country is not shown in the list when entering your delivery details, please use the Contact Us link 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 UK, 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. From January 1st 2021 this will also apply to EU countries as the Brexit transition period comes to an end. We are not members of the IOSS scheme, and therefore any applicable tax or charges will be charged by your local authority at the point of delivery.
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 sylvania@sylvanianstorekeepers.com or call us on +44 (0) 1256 895511 and we will work through your shopping basket to give you the best possible shipping price.
Bulk Ordering Restrictions
As 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. We reserve the right to cancel, in part or in full, any order we believe to contain goods that have been purchased with the intention of reselling.
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 in plain packaging and there is no mention of ‘Sylvanian Families’ anywhere on the outside of the boxes. 
Additional Delivery Instructions
You 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 Items
We are very lucky that faults are very rare with our products. However, if you do need to return an item the following applies:
We will resolve goods deemed faulty by manufacturer guidelines immediately with replacement parts/dolls (subject to availability). You must notify us immediately upon receiving the product.
Items damaged in transit will be replaced immediately with an identical product (subject to availability). If only the packaging is damaged in transit, a partial refund will be offered rather than a replacement.
With both of the above, you must notify us immediately upon receiving the product, and provide photos of the issue. 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/damaged product replacements.
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 Website
You are able to change any items on your order up to the point at which you click on ‘Pay Now’ on the Shopping Basket page of our order process. 
Should you need help or advice about the site or products, you can contact us on 01256 895511 to speak to one of our dedicated team.
Statutory Rights
None of the above affects your Statutory Rights under UK Law.