FAQ

Find answers to our most commonly asked questions below. If you can't find what you're looking for, please don't hesitate to get in touch.

Orders & Shipping

Where do you deliver?

We currently deliver to addresses within the United Kingdom only. Unfortunately, we're unable to offer international shipping at this time.

How long will my order take to arrive?

Orders are processed and dispatched within 1–3 business days. Once dispatched, delivery typically takes 5–7 business days. You'll receive a confirmation email with tracking information once your order is on its way.

Is there a cut-off time for same-day dispatch?

Yes. Orders placed before 2:00 PM GMT on a working day (Monday to Friday, excluding bank holidays) will typically be processed the same day. Orders placed after this time will be processed the next working day.

How can I track my order?

Once your order has been dispatched, you'll receive an email with tracking information. You can use this to follow your parcel's journey to your door.

Can I change my delivery address after placing an order?

If you need to change your delivery address, please contact us as soon as possible at support@totterley.com. We'll do our best to update it before dispatch, but we cannot guarantee changes once an order has been processed.

My order hasn't arrived – what should I do?

If your order hasn't arrived within 10 business days of receiving your dispatch confirmation, please contact us at support@totterley.com and we'll investigate straight away.

Returns & Refunds

What is your returns policy?

We offer a 30-day returns policy. If you're not completely happy with your purchase, you can return it within 30 days of receiving your order.

How do I return an item?

To start a return, please contact us at support@totterley.com with your order number and reason for return. We'll provide you with the return address and instructions. Please don't send items back without contacting us first.

Do I have to pay for return postage?

It depends on the reason for return:

  • Damaged, faulty, or incorrect items: We'll cover the return postage costs.
  • Change of mind: Return postage is at your own expense. We recommend using a tracked service.

What condition do items need to be in for a return?

Items should be unused, in the same condition as received, and in their original packaging where possible. Please include proof of purchase.

How long do refunds take?

Once we receive and inspect your returned item, refunds are processed within 7 days to your original payment method. Depending on your bank or card provider, it may take a few additional days for the funds to appear in your account.

Can I exchange an item?

We don't offer direct exchanges. If you'd like a different product, please return the original item for a refund and place a new order.

Payments

What payment methods do you accept?

We accept secure online payments through Stripe, including:

  • Visa
  • Mastercard
  • American Express
  • Maestro
  • Apple Pay
  • Google Pay

Is my payment information secure?

Absolutely. Our website uses SSL encryption, and all payments are processed securely through Stripe, a PCI Level 1 certified payment provider. We never see or store your full card details.

When will I be charged?

Payment is taken in full at the time you place your order. Your order is only confirmed once payment has been successfully received.

My payment was declined – what should I do?

Please check that your card details were entered correctly and that your card has sufficient funds. If the problem persists, try an alternative payment method or contact your bank. If you still need help, get in touch with us.

Do you offer payment plans or buy now, pay later?

We currently only accept full payment at checkout via Stripe.

Products

Are your wooden toys safe for children?

Yes. All our wooden toys are designed with safety in mind and are suitable for the age ranges specified on each product page. We select products made from child-safe materials and finishes.

What age are your products suitable for?

Age suitability varies by product and is clearly displayed on each product page. Our range includes items suitable for babies, toddlers, and young children. Always check the recommended age before purchasing.

Are your play mats non-toxic?

Yes. Our baby play mats and crawling mats are made from non-toxic, BPA-free materials that are safe for little ones during tummy time and play.

How do I clean your products?

Care instructions vary by product type:

  • Wooden toys: Wipe with a damp cloth. Avoid submerging in water.
  • Play mats: Wipe clean with a damp cloth and mild soap. Allow to air dry.
  • Baby walkers: Wipe plastic surfaces with a damp cloth. Check product instructions for specific guidance.

Do your products come with instructions?

Yes. Products that require assembly or have specific usage guidelines come with clear instructions included in the packaging.

Are your products suitable as gifts?

Absolutely. Our wooden toys and baby products make wonderful gifts for baby showers, birthdays, and special occasions. If you're ordering as a gift, let us know in the order notes and we'll ensure no pricing information is included.

General

How can I contact you?

You can reach our friendly team by:

We aim to respond to all enquiries within 24–48 hours during business days.

What are your customer service hours?

We're available Monday to Friday, 9:00 AM – 5:00 PM GMT (excluding bank holidays).

Do you have a physical store?

No, we're an online-only retailer. You can browse and shop our full range at totterley.com.

Do you offer gift wrapping?

We don't currently offer gift wrapping, but all orders are carefully packaged to arrive in perfect condition.

How can I stay updated on new products and offers?

Sign up for our newsletter at the bottom of our website to be the first to hear about new arrivals, special offers, and helpful tips.

I have a question that isn't answered here – what should I do?

No problem. Just drop us an email at support@totterley.com or give us a call on +44 (0)795 155 2774. We're always happy to help.

Still Have Questions?

We're here for you. Contact our team at support@totterley.com or call +44 (0)795 155 2774 and we'll get back to you as soon as possible.