Delivery Information

Delivery Overview

1. Standard delivery is free of charge on orders of more than £50 to UK postcodes - this does not include some Scottish Mainland postcodes, the Scottish Highlands, Northern Ireland & Any Other Off Shore Locations that we are charged a surcharge by the couriers or are unable to deliver to. Sadly, we cannot ship to the Channel Islands, Isle of Wight or the Isle of Man at present.

2. We use our own courier service as well as 3^rd party couriers including Royal Mail, APC, DX and a Pallet service. Free Standard delivery is 7 – 14 days though we do try to get your order to you as soon as possible. We offer expedited delivery to certain postcodes, if these are available you will be offered them at checkout.

Items that we Dropship directly from the manufacturers (BERG,  Kidkraft, & Smoby) will have delivery times set by the relevant manufacturers; this is generally between 7 – 10 working days from your order date. We are unable to offer a faster delivery service.

In purchasing from Outdoortoys you agree to allow us to share your name, delivery address, phone number or email where applicable to our 3rd party courier in order to deliver the item to you, furthermore in the event that there is an issue with the delivery you agree to allow us to resend this information on your behalf only for the purpose of locating the delivery or in regards to any claims that may arise from a lost item.

3. You will receive a shipping notification email on the day that we dispatch your order and any items being delivered by courier should also result in you receiving tracking emails as the items pass through each stage of the delivery process.

4. If there is an issue with your order we will notify you as soon as possible, please ensure you have provided the correct phone number and email address. If the item you have ordered is out of stock we will phone and then email, if there is no response, to discuss your order and offer alternatives if possible. If we have not heard a response from you within 48hours we will refund your order in full back to the payment method (this may take between 3 - 7 days due to banks procedures)

5. Like every other internet or mail order retailer, we have no control over problems that occur in transit that lead to delays in delivery of your order. Whilst we completely understand the frustration that delays cause, we cannot be held responsible for any delays caused by 3rd party couriers and therefore cannot offer discounts or compensation for delivery delays.

6. Please make sure that you are able to be at home for delivery if a day/date has been confirmed, as some failed deliveries are liable to redelivery costs at a rate of 50% of our original delivery charges.

7. Please do not reject a delivery if the box is damaged. We do our best to ensure that all of our products are adequately protected during transit, so a damaged box will very rarely result in a damaged product. In the event that your item is damaged, we operate a 48 hour spare parts service and carry thousands of brand new spare parts in stock for immediate dispatch. Where possible, we will ALWAYS replace parts before accepting returns where items arrive damaged or develop a fault that can be fixed with a replacement part.

8. If we are arranging collection of a faulty item from you, someone from customer service will discuss the details with you over the phone to arrange a suitable day. Once the collection request has been made with the courier you will receive an email from us confirming the details of the collections including the date, courier etc. if you are unavailable on the arranged date contact us as soon as possible, if the collection fails we will have to charge for arranging a second collection.

You will also receive the Returns Form which you will need to attach to the items packaging as well as details of how the item needs to be packaged for the courier to accept it, items that have not been properly repackaged may be refused by the courier and we will have to charge if a second collection needs to be arranged.

Delivery:

Deliveries generally take place between the hours of 8am and 8pm Monday to Friday (we are closed at weekends and Bank Holidays and therefore do not deliver on those days, orders, where 48 Hour Delivery has been selected but are placed either after 2pm or on a weekend or Bank Holiday, will be despatched the next working day)

If there is a chance that you will not be home when delivery is due to take place and you have a safe place for the driver to leave your order please let us know by contacting customer service on 01686 212009 or via email at info@outdoortoys.com In the event of a failed delivery, we will need to reschedule the delivery and there may be a delay, especially during busy periods.

The majority of our orders are sent via our own courier service though we also use APC, DX & Royal Mail. Larger items can also be delivered via a specialist heavy goods carrier PALLEX.

It is your responsibility to check your delivery on receipt of your order and notify us as soon as possible if there are any missing parts or damage.

Damaged item or missing parts when you receive your order:

Once your item has been delivered you should check the contents of your order immediately for any missing parts or damage and notify us within 14 days of any issues, if you fail to notify us within this time but then later contact us regarding an issue you will not be eligible for a refund and we will supply parts in order to rectify any damage or offer a repair at our discretion. Please note that is it your responsibility to check your order is correct and undamaged once it has been delivered, even if the item is being stored for a time before use it should be checked to make sure it is all present and in working order within 14 days of delivery.

In the event that your item is delivered damaged or there are any missing parts please contact us immediately at info@outdoortoys.co.uk with your order number and delivery address as reference as well as details of the damage, providing images of the damage will help speed the process so we can sort the issue and get you up and running as soon as possible.

Non-receipt of Order:

If you do not receive your order as planned, please notify us within 30 days of your delivery dispatch email, so we can help track your order. You can contact us by email at info@outdoortoys.com or via phone on 01686 212009. In the event you have a missing order (non-receipt item) there are a series of steps that we will need to complete in order to rectify the issue.

Please check with neighbours to see if they have taken delivery of the order on your behalf as in many instances couriers will leave items with a neighbour to ensure you get your order on time and prevent you from having to go to the trouble of arranging a redelivery.

If your order has not been received we will ask you to do the following:

1: Confirm the delivery address including postcode.

2: Complete and sign a non-receipt form which we will send to you.

3: We may request you obtain a police reference number if the tracking states your item was delivered to the address on the order but you haven’t received it.

We will then instruct the courier that you have not received your item and request that they forward us the up to date POD and GPS tracking for your order. If the courier confirms that your order was delivered to the address on the order we will then request that the driver returns to the delivery address, and is interviewed with regards to this.

Once all checks are completed and we have established your order is missing we will send out a replacement item on the fastest delivery service available. We do not issue refunds for non-receipt items.

Customers who arrange to have their items sent on to a new address:

If you independently arrange to have an item shipped from the delivery address stated on your order to a different address, for example to another country, it is your responsibility to completely check the item for any damage or manufacturing defects before the item is shipped to the new address and contact us immediately to report any issues.

We will not be held responsible for any damage that is caused by courier companies that have not been contracted by Outdoortoys, and you will be required to prove that any damage found was caused during the manufacturing process or by our courier when it was first delivered to the address on your order.

Likewise in the event of an incorrect item being sent, it is your responsibility to check the item is correct before sending it to a new address. Again we strongly recommend that you check the item thoroughly as soon as it is delivered and notify us of any issues immediately.

We will not be held liable for an incorrect item being shipped by yourself to a new address or the courier costs to send the item to or retrieve the item from the new address.

We will only arrange collections from or replacements or parts to be sent to the original delivery address we have on your order.

Change of Delivery Address

We are unable to change a delivery address once an order has been placed, if you have an issue entering a different delivery address when placing your order please contact customer service who will be happy to assist.

Failed Deliveries

If a customer refuses delivery or misses multiple attempted deliveries of their order and the item is returned back to ourselves as undelivered, we are happy to refund or resend the order, however, there will be a charge to cover the attempted deliveries, return delivery and admin costs.

Cancelling orders

If you wish to cancel an order that has NOT been dispatched you must contact us immediately as we try to dispatch all orders as soon as possible. If you have not contacted us within 15 minutes of placing your order we will be unable to stop dispatch so we recommend that you phone customer service to cancel any orders, if we are able to stop the orders dispatch you will be refunded in full.

Should you wish to cancel goods that have left our Warehouse, orders will be subject to a returns charge plus an admin charge. Returns charges can vary depending on the size of the product and are determined by our courier company, you will be informed of this charge once we have confirmation that the item is on its way back to our warehouse and the charge will be deducted from the refund when it is issued.

Delivery Excess:

Certain shipments to parts of Mainland Scotland, the Scottish Highlands, Northern Ireland, Republic of Ireland, Europe and other remote or offshore locations in the United Kingdom can take an extra day or two and are subject to an additional 'Excess' delivery charge that is imposed on us by our couriers - you will be contacted prior to dispatch to advise you of this charge. We do try to include all affected postcodes in the following list, but there are others than can apply depending on the courier company used to deliver your order. Please get in touch with us prior to placing your order if you live in an area that usually requires an extra delivery cost.

TRAMPOLINE INSTALLATION: We cannot provide our Trampoline Home Installation Service for the following postcodes (other restrictions may apply please contact customer service for more information).

BERG Products: Please note that BERG products are dispatched directly from the manufacturer and there are some restrictions on delivery outside of Mainland UK meaning that it may not be possible to deliver to certain postcodes (even if your order goes through at checkout this does not mean that we are able to deliver to your postcode or that the delivery you have paid is accurate, our checkout is an automated service and as such we are unable to adjust it for individual manufacturers). If we can arrange delivery for these postcodes there may be an extra delivery charge, please contact customer service for a quote on delivery before placing your order.

Scottish Mainland

AB10 - AB29, AB31 - AB32, AB39, DD, DG, EH1 - EH55, FK1 - FK18, G, KA1 - KA26, KA29 - 30, KY, ML, PA1 - PA19, PH1 - PH14, TD

Please note, an extra day for delivery needs to be added to the following postcodes(s):

AB30, DD8 - DD9

Scottish Highlands

AB41, AB46 - AB51, FK19 - 21, IV1 - 20, IV25, IV30 - 37, IV63, PA21 - 35, PA37 - 39, PH15 - 26, PH32, PH49, PH50

Please note, an extra day for delivery needs to be added to the following postcodes(s):

AB33 - 38, AB42 - AB45, AB52 - AB56, IV21 - 24, IV26 - 28, IV40, IV52 - 54, KW1 - 14, PA36, PA40, PH30, PH31, PH33 - 41

Scottish Offshore

Please note, the following postcode(s) are two – five day services:

HS1 - 9, IV41 - 51, IV55 - 56, KA27 - 28, KW15 - 17, PA20, PA41 - 49, PA60 - 78, PH42 - 44, ZE1 - 3

Northern Ireland

BT1 - 17, BT18 - 46, BT47+

Eire, Dub 1 – 24 & County

Eire, Dublin 1 – 24 and including Dublin County

Isle Of Man

WE ARE UNABLE TO DELIVER TO THESE POSTCODES

Isle Of Wight

WE ARE UNABLE TO DELIVER TO THESE POSTCODES

Channel Isles

WE ARE UNABLE TO DELIVER TO THESE POSTCODES

Alderney, Herm, Sark

WE ARE UNABLE TO DELIVER TO THESE POSTCODES

 

We will contact you as soon as possible following receipt of your order if there is any additional excess payment to make towards the delivery of your order. Please also note that some of our larger items are also unavailable for delivery to certain offshore or remote locations in the UK. This also applies to certain Items that come directly from our suppliers, which may also include an additional delivery surcharge - you will be notified of this as soon as possible following receipt of your order.

Goods will be dispatched to the postal address you have given in your order. Please note we will not dispatch to PO Box addresses. We will make the necessary arrangements for dispatching and delivering the goods to you. Should there be no one at the address to take delivery, our courier will leave a card, giving full instructions for you to re-arrange a more convenient time of delivery.