Shipping policy

Totter + Tumble Delivery Policy

This policy explains how Totter + Tumble dispatches and delivers orders for individual and trade customers. Please read it alongside our Terms and Conditions and Returns and Refunds Policy.

Quick notes

• Orders are dispatched Monday to Friday, excluding bank holidays, Christmas Eve and New Year’s Eve.

• Most mainland UK orders placed before 12 pm are dispatched the same working day, but this is not guaranteed.

• Customers placing orders online before 1 pm must be ready to receive delivery from the next working day.

• The delivery address entered at checkout must be accurate, complete and suitable for the delivery service selected.

• Where tracking or booking links are provided, customers must use these to manage delivery preferences and availability.

• Orders with fewer than 10 units are sent with our Standard courier partners. 

• Orders of 10 or more units may be sent by pallet delivery, with an Economy or Next Day service as selected.

Standard delivery

Standard playmat delivery within mainland UK is generally free.

Most individual orders, and some smaller trade orders, are delivered by standard courier service. Tracking details are emailed where available so customers can monitor and manage deliveries directly with the courier.

Estimated delivery windows from dispatch:

• Mainland UK: up to 5 working days

• Northern Ireland and some remote postcodes: up to 10 working days

These delivery windows are estimates only and are not guaranteed because we rely on third party couriers.

Being ready to receive delivery

All customers ordering online are responsible for being ready to receive from the next working day after ordering.

Customers should:

• monitor tracking updates

• ensure someone is available to receive the order

• rearrange directly with the courier if a delivery day is not suitable

• make sure address and contact details are correct at checkout

If you do not want a parcel left with a neighbour, safe place or communal area where the courier allows this, you must update those preferences directly with the courier before delivery where possible.

When delivery is complete

Delivery is complete when Products are delivered to the address provided at checkout, or to another safe place or alternative recipient authorised by the customer in line with the courier service and our Terms and Conditions.

For flats and communal buildings, delivery to a concierge, secure communal area or postal area may be treated as successful delivery where this is consistent with building rules and courier practice.

For houses and maisonettes, delivery to a neighbour may be treated as successful delivery where allowed by the courier and not opted out of by the customer.

For pallet deliveries, delivery is complete when the palletised products are left at the curbside of the shipping address given. 

Trade pallet deliveries

Some customers place larger orders through our website or trade hub. Where an order is for 10 or more units, we may offer either Economy (up to 5 working days) or Next Day (GB only) pallet delivery to a single delivery address, as shown at checkout.

Trade orders below this volume may still be sent by standard courier delivery under the usual rules above.

For pallet deliveries, the trade customer must ensure that:

• the address is suitable for pallet delivery

• there is safe access for the vehicle

• someone is present on the delivery day to receive the pallet

• suitable people or equipment are available to move goods from kerbside into the premises

Orders cannot be split between multiple addresses. If Products are needed at different addresses, separate orders must be placed for each address.

Failed trade pallet deliveries

If a pallet delivery fails because no one is available to receive it, the delivery address is wrong or incomplete, access is unsuitable or unsafe, or the site refuses or cannot accept the pallet on arrival, or a second delivery attempt is made, we may charge the trade customer for the failed delivery and any storage, return or redelivery costs charged to us or reasonably incurred by us.

If a pallet order is cancelled or returned to us after a failed delivery caused by the trade customer, any refund may be reduced to reflect those reasonable costs. This is estimated to be around £5.00 per playmat ordered.

Swatches and Letterbox gifts

Swatches and Letterbox Gift Service orders are usually sent via Royal Mail. These are generally untracked and designed to fit through a standard letterbox.

Most swatch orders arrive within 7 to 10 working days, although this may be longer during busy periods.

For non mainland UK swatch orders, Freepost returns may not be available and customers may need to arrange and pay for return postage.

Delays, service issues and damage

Totter + Tumble uses reasonable care and skill to arrange delivery within the timeframes indicated.

If delivery is delayed or the service is poor, but Products are ultimately delivered and undamaged, Totter + Tumble’s responsibility is limited to any rights the customer has under our Terms and Conditions or by law, and to correcting delivery errors we are responsible for where appropriate.

We do not offer compensation for inconvenience, loss of earnings, missed appointments or similar costs where Products are ultimately delivered and are not damaged, except where required by law.

If an order appears damaged on arrival, please ask the courier to mark the delivery as damaged where possible, keep all packaging, and contact us promptly with photos and your order details. 

Please note that our playmats are shipped in protective transit boxes. These boxes are designed to safeguard the playmat in delivery and are not considered gift packaging or part of the purchased product. Marks or damage to the outer box alone do not qualify for a refund or replacement.

Contact us

For any delivery questions, email info@totterandtumble.co.uk and include your order number where possible. For Trade customers, please use Trade@totterandtumble.co.uk