Questions about an order
I need to change the delivery address of my order
This will depend on the status of your order. If your order status is 'Awaiting
Despatch' then it may be possible to amend it. To change your delivery address please
e-mail queries@knottoys.com with your Order
Number and include details of the amendment(s) required. We will then reply to your
e-mail to either confirm that the amendment has been processed, or to advise if it
has not been possible to amend the order for any reason.
If your order status is 'Shipped', no order amendments are possible. You will need
to return the order to us.
My order is a gift for someone. Can I add a message to it or have it gift-wrapped?
Yes. We offer a Gift Wrapping Service which is highlighted at the Shopping Basket page. This enables you to choose the type of Gift Wrap that you would like your toy wrapped in and also to state a different delivery address if required. If you would like a message adding to your gift then you can add this on the order checkout page. We will then gift wrap and despatch the order to the delivery address and the receipt will be sent separately to you at the billing address you specify.
Part of my order is missing
Please accept our sincere apologies. If you have received
your order and an item is missing please email queries@knottoys.com quoting
your order number and the missing item and we will investigate the matter further.
We will rectify the situation as soon as possible and advise you as to our course
of action.
Can I cancel my order?
Under the United Kingdom's Distance Selling Regulations you have the right
to cancel your order for any item purchased from knot toys, for a full refund. This
does not apply to items that cannot be returned for hygiene reasons, and have been
unsealed.
Order cancellations must be made in writing, quoting your order number, within
7 days of delivery of your item(s), and can be sent by e-mail to queries@knottoys.com
Once you have cancelled your order, the goods should be returned to us, in their
original condition, within 14 days of receipt. The item is your responsibility
until it reaches us. For your own protection, we recommend that you send the
parcel using a delivery service that insures you for the value of the goods.
I need to return an item
If you are not completely satisfied with your purchase, simply return the item or
items to us in their original condition within 14 days of receipt. We will issue
a full refund on receipt, or exchange the item if preferred. Please return items to:
Knot Toys
Pond House
Uppend
Manuden
Bishop’s Stortford
Herts
CM23 1BT
Please note If you require a different product you will need to
place a new order online and return the original item for a refund.
Faulty or wrong item
If the item you received is faulty or is not what you originally ordered,
please e-mail queries@knottoys.com quoting
your order number, your name and address, details of the product and the reason for
return, and whether you require a refund or a replacement. We will then advise on
how to proceed with the return.
How long will it take to refund me?
Please allow 2 working days from receipt of a return for us process a refund.
Once a refund is processed you will receive an email confirming this (the email
will be sent to the same email address as your Order Confirmation email was sent).
After receiving the return confirmation email, please allow a further 5-10 working
days for the refund to be credited to your account. This time frame is dictated
by your bank or card issuer and is outside of our control. (N.B Your refund will
be credited to the same card with which you made your original purchase. If for
any reason this is not possible, (i.e. the card had been declined or has expired)
we will send a cheque to your billing address within 2 working days).
When will I receive my replacement?
Please allow 2 working days from receipt of a return for us process an exchange.
Once the exchange has been processed please allow an additional 4 days for delivery of your replacement
item.
Part of my order is missing
Regrettably mistakes can happen. If you have received you order and an
item is missing please accept our sincere apologies and email queries@knottoys.com quoting
your order number and the missing item and we will investigate the matter further.
Do I have to pay for return postage?
If you are returning an item to us for a refund or an exchange then the
cost of returning the item to us is your responsibility.
Please note, the item is your responsibility until it reaches
us. For your own protection, we recommend that you send the parcel using a delivery
service that insures you for the value of the goods.
If the item you received is faulty or is not what you originally ordered, please
e-mail queries@knottoys.com quoting
your order number, your name and address, details of the product. We will then
advise on how to proceed with the return.
Why have you not refunded the delivery charge?
Delivery charges are non-refundable unless you have received a wrong or
faulty item from us.
You have refunded me the wrong amount
Regrettably mistakes can happen. If you think you have been refunded the wrong amount
please contact queries@knottoys.com by e-mail,
quoting your order number and the required refund amount.
If you still cannot find the answer to your question please email queries@knottoys.com
|
