Delivery and Returns

Hello,
First of all, thank you for your support. We are so thankful for each and every order, especially during these difficult days.

As our parcels are oversized, they are not scanned until they reach the delivery depot, so don't worry if you see a slight lag in the tracking, but as always if you are concerned, don't hesitate to get in touch with us.

One thing is for sure, we adore our Totter + Tumblers and we want you to have your playmat as much you do. It won’t be long, promise. 🧡

In the meantime, take care,

Susie and the Totter + Tumble Team

 

Dispatch

Orders are collected by our courier partners Monday-Friday, excluding Bank Holidays, Christmas Eve and New Years Eve. Our wonderful team may sometimes process your order on the weekend, for your order ready to be collected by the couriers on Monday.  We aim to despatch all UK mainland orders placed before 12 pm Monday-Friday that same day. With current rates of Covid-infection in England, we support our warehouse team to work safely and we anticipate reduced staff as families are affected, which may impact on dispatch times.

Pre-Orders will have a different delivery schedule as detailed on the product page at the time of ordering and outlined in your order confirmation email. Please get in touch via info@totterandtumble.co.uk if you have any queries.

 

Mainland UK Delivery (including Mainland Northern Ireland)

As an introductory offer, playmat delivery within Mainland UK is currently free!

As a small business we happily stretch to make this happen for our Totter + Tumblers, but please note that free returns are not included. If you are unsure which playmat design would be best in your home, we recommend you reading our Design Insider article first.

You won't have to wait long for your Totter + Tumble playmat as we mainly use our courier partners Yodel. You should expect your playmat to be out for delivery within 4-5 working days and you will be emailed tracking information so you can keep informed. Your playmat will need to be signed for, however, due to COVID-19, our couriers are currently doing the physical scan for the customer.

If you are eager to get playing as soon as possible, customers in mainland UK have the option of paying for a Speedy delivery instead. For this we mainly use ParcelForce and your playmat should be with you 1-2 working days after dispatch, at the subsidised cost of £9.95.

Mainland UK is defined by the couriers used and may not include the northern parts of Scotland. We may need to get in touch if there are additional delivery costs to those areas.

 

UK Swatch Service

For swatches, we use Royal Mail. Our swatches are not tracked, though we do pay for a quick service and your swatches can fit through a standard letterbox, so there is no need to wait in.

Returns are actively encouraged as we seek a sustainable swatch service with minimal wastage and must be made within 30 days.

To return your swatches, all you need to do is seal the swatches and the accompanying card in the original box. Apply the Freepost returns label over your delivery address on the original label and pop it in your local post box- and it will get back to us! No returns address or queueing at the Post Office.

Once we have received your returned swatches, your refund will be processed within 10 days. Please note that initial postage costs are not refunded.

 

 

Delivery outside of Mainland UK 

If you are ordering from Mainland Europe or the British Isles then you will usually only have to wait a week, unless there is a delay at customs - this is out of ours and the courier's hands! Delays are sporadic and seem to be occurring mostly after clearing customs. 

Please note, a local mobile number should be supplied for all European orders, this is for the couriers use only.

 

Taxes, Duties and additional Charges

Please make sure you read all the information below, but here are the key points:

 

  • All Totter + Tumble playmats are listed as the same price for everyone. For deliveries to Non-UK addresses, your playmat is zero rated, meaning there is no GB VAT to reclaim from us.
  • Playmats delivered to non-mainland UK will be subject to local taxes, duties and customs charge which are payable by the recipient.
    • Early indications suggest this is approximately €40 though it is your responsibility to check.
  • To counterbalance this for our non-UK Totter + Tumblers, we have greatly subsidised your courier charge instead. Please see the table below.

 

The Details

Playmats delivered to destinations outside of the mainland UK may be subject to taxes, fees, customs duty, levies or other charges as a result of local legislation or customs formalities. 

The recipient of your order is responsible for all customs formalities for the import of the playmats, and may be required to pay any additional charges for delivery, including import duty, formal customs entry, taxes, levies and other charges that may be levied outside mainland UK.

The recipient of the playmats, not the person placing the order, will typically receive a separate request for payment of these charges when the goods arrive in the country of destination. If you are ordering playmats to be delivered to someone else, please ensure they’re aware that they’ll be responsible for these additional charges. 

Unfortunately, we have no control over these charges and cannot predict what they may be, so we are unable to offer any assistance on these processes. We advise that you check any customs formalities and the import charges applicable in any Non-mainland UK Country before ordering Totter + Tumble playmats to be delivered there.

 

However, some EU Totter + Tumblers are initially indicating they were liable for taxes, duties and charges totalling approximately 40 Euros.

 

If the recipient wishes to return the product, they must request a refund of the customs duties and tax directly with their local customs office and must present proof of return.

 

GB VAT on Orders from outside mainland UK (including international, EU, Jersey and Guernsey) from 2021

Where you have requested delivery to a non-mainland UK address, the products and the delivery service will be zero-rated  i.e. not subject to UK VAT. However the price paid by you for the products and/or the delivery service will remain the same as shown on the website. As no VAT has been charged there is no tax to reclaim from us.

However, to transfer this and help our non-UK mainland Totter + Tumblers, we do offer shipping at a greatly subsidised rate. Prices per playmat are shown below:

  

Zone

Countries (mainland only)

Subsidised Cost

1

Jersey, Guernsey, Ireland, France, Belgium, Netherlands, Luxembourg, Germany, Czech Republic, Hungary, Poland, Denmark

£5.95

2

Austria, Lithuania, Slovakia, Slovenia, Spain*,

£8.95

3

Italy, Sweden, Portugal, Latvia

£10.95

4

Croatia, Estonia, Finland, Romania, Bulgaria

£12.95

5

Liechtenstein, Greece, Switzerland, Norway

£19.95

6

Serbia, Iceland

Please email us

 

Shipping to Spain is currently paused due to local delivery issues. We will keep reviewing this and will open when we are certain orders will arrive safely and without problems during transit.

Returns

Totter + Tumble want you to be 100% happy with your purchase so we offer all customers a no-questions-asked money back guarantee. If you are reading this because you are unsure about which playmat design would suit your interiors best, take a look at this Design Insider article on choosing the perfect design for your home style. It also includes information about our swatch service.

 

As stated in the Terms & Conditions at purchase, the only conditions applying to returns are as follows:

1. All returns must be unused and in their original condition (including all original, inner and outer protective packaging intact and as it arrived to you) - a baby might use it after all. 

2. You must complete your return within 30 days of the date of your order and you are responsible for arranging the return and all related costs.

Please note that you must inform us of any imperfections on the playmat within 7 days of receiving it.

3. The original shipping costs to you are not refunded.

4. Sale items may not be eligible for return.


If you wish to return a playmat, please contact us at info@totterandtumble.co.uk

If you are reading this unsure about which playmat to choose for your interior and don’t want to make the wrong choice, you may find this article useful. Alternatively, get in touch via email at info@totterandtumble.co.uk as we can help!

 

Our Delivery and Returns Policy forms part of our Terms and Conditions accepted at purchase.