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| Product Related Queries |
| 1. Is this or that available, is it in stock? |
| The in-stock status of items reported on the website is accurate. As soon as we receive stock of an item, the website is updated immediately, so this is a reliable guide. If the website says an item is out of stock, we do not have any in the warehouse. The stock status of an item is displayed just underneath the price on the product information page. |
| last updated - 2012-01-04 18:46:29 |
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| 2. What are the dimensions of this or that? |
| Product dimensions are usually displayed in the product information page, in the product description text below the product image (towards the bottom). If this information is missing, please get in touch with us and we will provide you with this information and update the product description. |
| last updated - 2012-01-04 18:47:09 |
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| 3. I am looking for more information about a certain product, how do I find it? |
| We have included as much information as we have in the product descirpion text. This includes product dimensions, age suitability and stock availability. Please check the product description text first. If you do not find the information here, please get in touch with us and we will attempt to find the information for you. |
| last updated - 2012-01-04 18:47:22 |
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| Placing Your Order |
| 4. How do I place an order? |
To place an order on our website, please follow these steps:
- Adding
items to your cart
Add the items to your shopping cart by pressing the "add
to cart button either underneath the product thumbnail image, or to the
right of the image in the product information page
- Removing
items from your cart
To remove items, navigate to your shopping cart using the
link in the top right hand corner of the screen. Tick the checkbox to
the left of the product you want to remove and then press update
- Navigate to
checkout
When you have all items you wish to purchase added to
your cart, navigate to the checkout page by pressing checkout at the
bottom of your item list in
your shopping cart, or by
clicking
the checkout link in the top right hand corner of the screen
- Log in
If you have created an account previously, or have
ordered from us before, enter your email address and password to log in.
If you have created an account previously but have
forgotton your password, please resert your password using this link. If you do
not receive your password reset email or if it is not recognised, it
may be because you mis-typed your email during your oiringal
registration, if this is the case, please create a new account with the
correct email address.
- Create a
new account
If you have not
registered with us before, click the continue button to create an
account.
If creating a new account, please enter your name, address and contact
details. If you are have difficulty moving onto the next step of the
process, look out for error messages at the top of the screen. The
system will not let you progress if certain fields are not compelted
- Shipping
options
Click the correct option to indicate
whether you want your item to be shipped or if you would like to
collect your order from our warehouse. If you have any special delivery
instructions, please enter them here. Please note, specific delivery
dates or times CANNOT be chosen. Click continue.
- Payment
details
Enter your payment details. If you have a discount code, enter it below
the comments box, just above and to the left of the continue button
Click continue to progress your order. Note: Your card
will not be charged untill your review your order and confirm at the
next step.
- Order
summary and confirmation
Please review all the details of your order paying particular attention
to the shipping address and the items you have selected. If you wish to
add or remove any items from your order, please navigate back to your
shopping cart. Your order is final once the confirm button is clicked.
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| last updated - 2012-01-05 09:17:56 |
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| 5. Can I order by phone? |
| You can order by phone but it's quicker and safer to place your order online as the system sends it directly to the warehouse for processing. Phone orders must be placed manually and take longer to reach the warehouse for processing. Please also note that phone orders are also subject to human error. While we make every effort to understand your requirements, sometimes confusion does occur. In these cases, we cannot take responsibility for errors. |
| last updated - 2012-01-05 09:19:38 |
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| 6. I have a discount code, how do I use it? |
| If you have a discount code, enter it below the comments box on the payment information page, just above and to the left of the continue button. If the products in your cart are eligible according to the specific terms of your discount code, you will see your discount applied on the next screen. Please note that discount codes do not normally apply to items already discounted or to KidKraft items. Some codes only apply to specific ranges of products or brands. |
| last updated - 2012-01-05 09:20:28 |
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| 7. What methods of payment do you accept? |
| We accept all major card payments including credit cards, debit cards and laser cards. Payments may be subject to additional security checks and may be refused at our discretion and no reason provided. |
| last updated - 2012-01-05 09:20:54 |
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| 8. Can I have my order gift wrapped? |
| Yes, most products can be gift wrapped with the exception of large and awkwardly shaped items. Gift wrapping options can be chosen in the product information page, below the product description or in your shopping cart. If no gift wrapping option is displayed for a particular item, please contact us and we will confirm if wrapping is available or not. The gift wrapping charge depends on the size of the item. If gift wrapping is chosen for a bundled product, all items in the bundle will be wrapped individually and the wrapping charge is calculated accordingly. We use neutral coloured gift wrapping and affix a ribbon to the item. A gift card with your message will also be attached. |
| last updated - 2012-01-05 09:21:15 |
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| Tracking Your Order |
| 9. Where is my order? Has it been dispatched? |
| You can track your order by logging into your account here and then clicking on "show all orders" or by following this link.
Here you will see a list of all your orders and their current
status. You can find more information by clicking on the "view" button.
Scroll to the comments box at the bottom to find more information
about the processing of your order. You will receive an order
dispatch email once your order has left our
warehouse. |
| last updated - 2012-01-05 15:11:32 |
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| 10. How do I track my order? |
| You will receive an order dispatch email once your order has left our
warehouse. This email will contain your order tracking number and
instructions to find more tracking information from the carrier's
website (usually An-Post). |
| last updated - 2012-01-05 15:51:50 |
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| 11. Can I amend my order? |
| If your order has not yet left our warehouse, it may be possible to amend
it. Please send us an email with your instructions and if it is
possible to amend your order, we will do so and let you know. |
| last updated - 2012-01-05 15:13:03 |
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| 12. I missed a delivery, how do I get my stuff? |
| If you missed your delivery you will receive a calling card with
instructions about how to collect your goods.You have 5 days to collect
your order after which your order will be returned to us. If your order
is returned to us, you will be refunded less a restocking fee of €8.50. |
| last updated - 2012-01-05 15:52:28 |
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| Shipping |
| 13. How long will it take for my order to reach me? |
| You order will be dispatched on the same day if placed before 12 noon. Orders for delivery to Ireland usually arrive next day. See our shipping information page for more details. |
| last updated - 2012-01-06 14:42:59 |
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| 14. How much will shipping for my order cost? |
| Free next day shipping is available on qualifying orders. Please see
our detailed shipping information on this
page. |
| last updated - 2012-01-05 15:13:54 |
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| 15. Do you ship to this or that country? |
| We ship to the following coutrnies: Australia, Austria, Belgium,
Canada, Cyprus, Denmark, France, Germany, Greece, Hungary, Iceland,
Ireland, Israel, Japan, Netherlands, Norway, Poland, Sweden,
Switzerland, United Kingdom, United States, Northern Ireland |
| last updated - 2012-01-05 15:15:39 |
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| 16. My country is not listed in the drop-down box - how do I have my order shipped there? |
| Unfortunately if your country isn't listed, it means we can't ship
there. |
| last updated - 2012-01-05 15:16:35 |
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| 17. Can I collect my order? |
| Yes, we offer an order collection service. There is a small collection
fee and storage charges for late collection of orders. Please see full
details on this page. |
| last updated - 2012-01-05 15:17:13 |
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| 18. What kind of packaging will my order arrive in? Will it be obvious that it's a toy? |
| We're aware of this issue and make sure to send orders in benign brown
cartons with no give-away signals! |
| last updated - 2012-01-05 15:17:50 |
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| Returns |
| 19. What is your returns policy? |
| Please see our returns policy on this
page.
Please ensure you have a return authorisation from us before you return
your item, otherwise, the warehouse will be unaware of your return and
a refund cannot be made |
| last updated - 2012-01-05 15:18:51 |
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| 20. I have arranged for a return, where do I send it? |
| If you have a return authorisation, please return your order to our warehouse at the address on this page. Please ensure you have a return authorisation from us before you return
your item, otherwise, the warehouse will be unaware of your return and
a refund cannot be made |
| last updated - 2012-01-05 15:20:15 |
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| 21. I received an item that is damaged or faulty, what do I do? |
| Please review our return conditions on this page and contact us to arrange a return. Please ensure you have a return authorisation from us before you return
your item, otherwise, the warehouse will be unaware of your return and
a refund cannot be made |
| last updated - 2012-01-05 15:21:17 |
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| 22. What is your warehouse address? |
| Please see our returns address on this
page |
| last updated - 2012-01-05 15:22:57 |
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| 23. How do I get to your warehouse? |
| Please see our location on google maps.
Please note that our customer support staff are not physically located
at the warehouse and so cannot provide reliable directions! Please
print out directions and ensure your return has been authorised before
arriving at our warehouse otherwise, the warehouse will be unaware of
your return and
a refund cannot be made. |
| last updated - 2012-01-05 15:25:12 |
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| Security |
| 24. Is your site secure? Are my personal details safe? |
| All
your details are transmitted using state of the art 256 bit encryption
technology meaning that it is not possible for a third party to access
your data. You can verify this by clicking on the padlock symbol in
your browser's address bar. |
| last updated - 2012-01-05 15:26:12 |
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| 25. Are my credit card details secure? |
| We don't store your card details, so it's impossible for them to be compromised. |
| last updated - 2012-01-05 15:28:39 |
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| 26. Will you pass on my details, sell my email address or do other very unsporting stuff with my personal information? |
| No!
We sell quality children's toys, not information. We use your details for processing your order and for no
other reason. If you opted to receive our newsletter during the
registration process or signed up to our mailing list, we will send a
newsletter to your registered email address around once per month on
average. |
| last updated - 2012-01-05 15:43:41 |
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| 27. Why do I need to register? |
| Registration is required to make re-ordering from our site easier for you. You can then benefit from services like our permanent shopping cart facility. All items which you add to your cart will be remembered and will be
there for you the next time you logon. Items remain in your cart untill
you check out or remove them. |
| last updated - 2012-01-05 15:44:39 |
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| 28. How can I subscribe to your newsletter |
| We send one per month on average. Just pop your details into this form |
| last updated - 2012-01-05 15:45:46 |
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| 29. How do I unsubscribe from your newsletter |
| Not
interested anymore? There are two ways to unsubscribe - click on the
unsubscribe link at the bottom of each email we send, or unsubscribe using this link |
| last updated - 2012-01-05 15:46:24 |
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| Press or Media |
| 30. I am a member of the press or media and would like to get in touch - how can I |
| We'd love to hear from you. Please drop us a line using our contact form with your contact details and we'll be in touch in a jiffy. |
| last updated - 2012-01-05 15:48:13 |
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| Supplier Query |
| 31. I have goods or services to offer - how do we get in touch |
| Email us using our contact form here and if we're interested we'll be in touch. Please don't call us. |
| last updated - 2012-01-05 15:54:03 |
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