Thank you for taking an interest in our products !
Hopefully you will find the answer to your query below.
If not, don't hesitate to call us on 01943 968084 during Mon-Fri business hours
or email us at sales@greatgiftsandtoys.co.uk,
or write to us at
The Gift Shop, Unit 14 South, Greenholme Mills, Burley in Wharfedale, West Yorkshire LS29 7DB
Why do you need my phone number or email when I place an order?
We update customers on the progress of their order via email, so if you don't enter an up-to-date and correct email address, we can't tell you how your order is progressing. We like to have a contact telephone number in case of any order or delivery queries - if we can telephone you to clear up any queries, we can dispatch your order more quickly than if we have to wait for an email from you.
Do you use any of my details for marketing, or give them to other companies?
ABSOLUTELY NOT! We value your custom and undertstand that you value your privacy. In the future, we may send out the occasional email offering you a discount, or telling you we have a sale on, but nothing more. And we'll NEVER telephone you about anything other than your order.
I'm nervous about entering my card details online.
We understand this - we only use secure servers, and we personally never even see your card details - that's why, if we need to refund you for any reason, we'll have to contact you for them.
How much is postage on your items?
That varies depending on which items you're interested in. To check how much postage you will have to pay on an order, just add the items to your shoppping basket and go to the checkout. This will show you how much postage (if any) you would be paying. You can do this without committing to buying anything or entering any sensitive information. Generally we charge delivery for lava lamps and heavy items as we despatch via courier. For most other items there is no additional UK postage.
If I buy lots of items, can you make the overall postage cheaper?
If you wish to buy several items, do please give us a call or email us before buying, as we are more than happy to offer you the cheapest available postage option - we don't make a profit on postage. You might find this helpful if you are buying lots of items to fill party bags, or for a club or playgroup or such.
Do you offer any discounts?
If you buy five items or more, you will automatically receive a 10% discount off the total cost. If you're wanting to buy a large quantity of one item, please contact us as we may be able to offer a further discount.
What payment methods do you offer?
We accept all credit and debit cards except for American Express. You can also pay by Paypal, postal order and cheque. If you live locally, you can call in and pay by cash. Cheques and postal orders should be made out to The Gift Shop and sent to the address on our 'contact us' page, and you should include a printout of your order. Please kindly note that if you opt to pay by any method that is not an immediate payment (i.e. cheque, postal order, cash, bank transfer) you are given up to 14 days to submit your payment. If payment has not been received by then, your order will be cancelled and you will need to place a new order if you wish to buy from us.
When I place an order, what happens next?
Once you have placed an order, you will receive an email to confirm this. This is not a confirmation of payment received, just an acknowlegement that your order has been placed. When we see that you have placed an order, we will begin to process it, and you will then receive an email to say that your order status has been updated to 'processing'. As the status of your order changes - whether to 'awaiting dispatch', 'dispatched', awaiting payment' or any other change, you will receive an email from us. That way, you will be kept informed of any changes to the status of your order.
How quickly will my order be dispatched?
We usually dispatch orders within 2-3 working days. Please kindly note that we are CLOSED on Saturday and Sunday, so these are NOT working days for us. Please also note that DISPATCH time is not the same as DELIVERY time.
How soon will I receive my order?
From the date that you receive your email saying your order has been dispatched, you should have your goods within approximately one week, but you should allow up to ten days before contacting us if your goods have not arrived.
What delivery methods do you use?
We usually send heavier orders (1kg or over) via 3-5 working day courier; orders lighter than 1kg generally go by Royal Mail 2nd class post.
What if I need my order delivered urgently?
We are happy to offer alternative delivery services, such as next day delivery and recorded signed for, if you have special requirements. Please contact us BEFORE placing your order, with details of what you would like to buy, the date you need it to arrive at its destination by, and any other special requirements, and we will be able to offer you the best options. Please kindly note that, for a special delivery service, there will be an additional charge.
Can you deliver to a different address to mine?
Yes - when you place your order, you will se an option to enter an alternative delivery address to the billing address.
I might not be in when delivery is attempted - what can I do?
You are welcome to enter a work address or a neighbour's address or similar as your delivery address, if that is more convenient. You can also ask us to add a note to your parcel, such as 'can be left with neighbour if out' or 'can be left in porch if no one at home' or such. Please do this IMMEDIATELY you place your order, to make sure we see it in time to add the information to your parcel before it is dispatched.
My order has not arrived and it should have been here by now
Please allow 7-10 days before contacting us about an undelivered order. Remember that not all our delivery services offer tracking facilities, so if it is vital to you to be able to track your order, please ask us to proivide a trackable service. There is likely to be an extra charge for this. Royal Mail do not consider a parcel missing until THREE WEEKS after the date of dispatch, and so we are unable to offer a refund or a resend until that time has elapsed. remember that if your parcel won't fit through your letterbox, it may have been taken to your local sorting office, so please contact them to check if it is there - postal workers don't always put a card through your letterbox to tell you where it is, even though they should!
My order has arrived but something is missing or damaged
Contact us IMMEDIATELY. In the case of a damaged item, retain all packaging and broken parts, etc, as we will need photographic evidence of this. We rarely ask you to return damaged items but we ALWAYS need to view the extent of the damage - without this we will be unable to help you.
My order has arrived but an item is faulty, it doesn't work
Again, contact us straight away, and don't throw any part of the item away. In the case of electrical items such as lava lamps, do some basic checks first - check the bulb and the fuse. If replacing either of both of these solves the problem, contact us as we will be able to reimburse you for the cost of replacing these, provided you can provide a receipt for the purchase of the replacement part. If that doesn't work, check that the socket you are plugging the item into is functioning. If the item still doesn't work, contact us ans we can provide a replacement. If it's a battery powered item, try new batteries.
You've sent me the wrong item!
If you've checked your order and we are definitely in the wrong, do please let us know - we try to be perfect but we're not there yet! Well be happy to help you rectify the situation and get the right item out to you - and we may not even ask for the wrong item to be returned to us! (This is at our discretion and we reserve the right to ask you to return the incorrect item - we will cover the cost of the return postage if we were at fault.)
My item has arrived but I've changed my mind - can I return it?
You can indeed, provided you agree to the following conditions:
1. The item is returned in exactly the same condition as it was when we dispatched it to you.
2. returns cannot be accepted unless the customer has contacted us to request a return.
3. Return postage will be paid by the customer.
4. Original postage will NOT be refunded.
5. When returning goods, a proof of posting MUST be retained by the customer and held until we have confirmed receipt of the item.
I've just placed an order but want to change it
You need to contact us IMMEDIATELY, preferably by telephone. We will then locate your order and make the changes, and we will also ask you to confirm your changes in writing, i.e. by email.
If I need a refund, how will this be done?
Refunds will be given via the same method as the original payment was made. We do not retain any card details, etc, so we will contact you to ask you for these.
Can I place an order over the phone?
You certainly can - we love to talk to our customers in person! We do like to send you an email confirmation of your order, though, so we know we've got it right, so please have your email address to hand when you call us. We can take credit and debit card payments over the phone; we have a card terminal in our premises to process payments. Once we've successfully taken payment, card details are ALWAYS shredded in our heavy-duty shredder, never to be seen again!
I've seen a product of yours for sale cheaper elsewhere - can you beat their price?
Well, we can't promise anything, but we're happy to give it a try! Call us and we'll do what we can. Usually we do need to be able to confirm the cheaper price, by, for example, going to that store's website, or telephoning them to check their price.
I want one of your items, but you don't have the colour/design/size (etc) I want
Give us a call - we may well be able to get it for you! For example, we only have a dozen or so Frith bronze sculptures listed, but we have access to every sculpture that Frith manufacture, if you ask us! We can often place special orders for you, for items which we don't normally stock, but we may ask for a deposit, usually 50%.
I want more information about a product before I buy
Just give us a call or drop us an email, we'll be happy to help! Our speciality is lava lamps, the boss has a large lava lamp collection of her own, so she knows most of what there is to know about them. And we can provide extra information about any of our products - if we don't know the answer, we'll find someone who does!
I'd love to work for The Gift Shop - have you got any job vacancies?
We do have seasonal vacancies occasionally, and normally start recruiting around August/September for the holiday season. Send us a full CV with a covering letter telling us why you'd make a perfect Gift Shop staff member, then cross your fingers! :)