Shipping policy

DELIVERY + PREORDER POLICY

QUICK NOTES

Playmat orders are dispatched daily on working days, with orders placed before 12pm shipped the same day.
Playmat delivery in mainland UK (including NI) is FREE
- We use a tracked and signed for service
- 98% playmats are delivered within 3 working days, but we say to allow for 5 working days.
- We do not offer free returns, so please use our Design Guide and Swatch Service first if you are unsure.
- If you are in an apartment, a delivery to a concierge or communal area will be considered a successful delivery, even without a signature. If your order is stolen from a communal area, we recommend filing a police report.
- Deliveries to Northern Ireland must be to a residential address. In light of the new Windsor Framework which is in effect from 1st May 2025, please allow up to 10 working days for your delivery.
- There is a charge for playmat deliveries to Jersey, Guernsey, Isle of Man, and some remote addresses.
Swatches and Letterbox Gift Service are delivered with Royal Mail
- Most are delivered within 7 working days
- Service is untracked and posted through your door
- Please note, non-mainland orders do not have a freepost return for the swatches.

THE DETAILS

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.

Please be aware that orders going to the British Isles, Scottish highlands and Northern Ireland may take a few extra days to dispatch.

Preorders

Preorders will have a different delivery schedule as detailed on the product page at the time of ordering and outlined in your order confirmation email. This is an estimate timeframe and any changes will be updated on the product page. Please get in touch via info@totterandtumble.co.uk if you have any queries.

Mainland UK Delivery (including Mainland Northern Ireland)

Standard 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 Guide and Swatch Service first.

You won't have to wait long for your Totter + Tumble playmat. We use DX as our courier partners for most consignments and DPD for smaller runners. In Mainland UK you should expect your playmat to be out for delivery within 5 working days from dispatch, for Northern Ireland (residential addresses only) and remote postcodes it should be within 10 working days from dispatch. As we rely on third parties for delivery, this timeframe is not guaranteed.

You will be emailed tracking information so you can keep informed and your playmat will need to be signed for. Please note, the couriers may deliver to a neighbour if durect delivery is not possible. It is the responsibility of the customer to rearrange delivery for a convenient day via the tracking link provided.

If there is any damage to your order in transit, please ask the courier to mark the delivery as damaged. You must retain the packaging and inform us within 7 days if there are any issues.

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.

Mainland UK Swatch & Letterbox Gift Service

For Swatches and our Letterbox Gift Service, 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. We usually expect them to arrive with you between 7-10 working days - although during peak periods this may be longer.

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 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.

See our full Returns + Refunds Policy here.

Delivery outside of Mainland UK (Jersey, Guernsey and Isle of Man)

If you are ordering from the Channel Islands or the Isle of Man then you will usually only have to wait a week for your order, 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, this is for the couriers use only.

For Non Mainland UK Swatch Service orders, unfortunately our Freepost returns service is not applicable from these destinations. You are responsible for arranging the return back to our UK warehouse and are responsible for all related costs and customs paperwork, as required. Once we have received your returned swatches, your refund will be processed within 10 days. Please note that initial postage costs are not refunded.

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

Where you have requested delivery to a Jersey or Guernsey 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	£5.95

RETURNS