Wooden Toys UK
Frequently Asked Questions.
Can my credit cards details be stolen in online transactions?
Do you have Fraud prevention and credit card security measures?
I still don't trust credit card orders, what can I do?
What currencies do you accept?
What payment methods do you accept?
How Can I purchase items with US dollars?
What is your contact information?
Do you guarantee all your products are available?
To whom should we make Cheques payable?
Looking for a particular toy or other children’s game?
Will you consider buying my products?
Description and product details
How quick do you deliver orders?
Are all your toys safe for Children?
I am a student looking for information on toys?
How to Order?
This site utilises a shopping cart technology via secure processing servers. You can simply browse through our online catalogue pages and add the items you want to your shopping cart by clicking on the BUY NOW button. You can view your shopping basket at any time and remove items from it by clicking the bin symbol or increase items by amending quantity box.When you've finished shopping simply click on "Checkout" button on the Shopping basket page to enter our checkout page and select your payment method.
Your payment is first authorised by your card issuer at time of transaction when you have completed the process in WorldPay, but monies are not taken taken from your card until we have dispatched goods.
You may cancel from the checkout process at any time prior to submitting your order, or even change your mind in the payment processor.
We currently accept orders for delivery to your home address, your work or other UK postcode address, all our orders require a signature on delivery.
Alternative delivery address ADA, if you may not be in or if a present for someone then you can use our ADA service, just enter your neighbours, workplace or other third party address for us to deliver to them for you, don't forget to tell them its coming.
International customers can also order for delivery to a verified UK mainland postcode address, subject to country restrictions by us for online credit card transactions. Currently only countries in our checkout list accepted.
You can shop with us confident in the knowledge that your details are not disclosed to anyone under any circumstances, unless obligated by law.
We may email you from time to time with information regarding new products and promotions, but you will always have the opportunity to tell us that you don't wish to receive any further promotional information.
When buying goods and services on the Internet, you (the consumer) are entering into a legally binding contract.
Order acceptance and the completion of the contract between you and us will take place on the dispatch to you of the Products ordered, unless we have notified you that we do not accept your order, or you have cancelled it within your cooling off period (see note in returns policy).
We make every effort to check all orders as thoroughly as possible given the information submitted so please do not be offended if we have to contact you to make additional security checks after you have placed your order. At RLP Woodware fraudulent transactions will not be tolerated and are always reported to the relevant authorities. We are a member of an efficient anti-fraud program. IP addresses are logged for all completed and failed transactions.
Non-acceptance of an order, we will contact you immediately if there are any queries.
Order acceptance and the completion of the contract between you and us will take place on the dispatch to you of the Products ordered, unless we have notified you that we do not accept your order, or you have cancelled it in accordance with the instructions in How to Cancel an Order."
Non-acceptance of an order may be a result of one of the following:
The product you ordered being unavailable from stock,
Our inability to obtain authorisation for your payment,
The identification of a pricing or product description error.
Your failure to meet the eligibility to order criteria set out in the main Terms and Conditions.
Do you accept Credit Cards?
Yes, we accept Credit Cards such as MasterCard and Visa; also debit cards such as Delta and Switch / Maestro, processing is via WorldPay online secure transaction servers.
All product ordering is sent to us via e-mail, but your credit card information is kept within a secure sockets layer (SSL) high encryption, because of this no one has access to your credit card details, not even us. We use the facilities of large well-known companies for our credit card
transactions, their system verifies your card details via your card issuer or bank and confirms a payment to us, we do not see your card information, so remains very secure.
RLP Woodware reserve the right to refuse orders if information is not fully verified or flagged as potentially fraudulent by WorldPay systems.
See also [Payment Methods].
We accept the following cards for payments, all processed by WorldPay - part of the Royal Bank of Scotland. Logo links open in new pages.
Can my credit cards details be stolen in online transactions?
Please read the notes below for information concerning general Internet security. Risks are no greater, and usually less, than in the real world of the home shopper and the high street. The
risks on the Internet are the same as in mail order. If you feel confident to buy by phone, fax or mail, you should be confident to buy on the Internet. In fact, your rights are the same whether shopping on the Net or in the high street. The Sale of Goods Act and the Trade Descriptions Act cover
them. If you receive faulty goods from any UK source, you have the right to a full refund. Many people don't realise the extent of protection that their credit cards companies provide. It's simple. If you get transactions charged to your account, you can request verification via your credit
card issuer. Web transactions are mainstream. Millions of pounds of transactions are now being conducted across the Internet every day. Thousands and thousands of purchases are taking place, and multi-million pound companies such as Tesco, Amazon, Dell and Comet are making the Web a major
ordering mechanism, with many more joining. They would not do this if the system were fundamentally insecure. Not sure? [Payment Methods].
We are members of ISIS and have accreditation with SafeBuy,
please click on logos for information on how safe shopping online can be.
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The ISIS Online Shopper Delivery Charter can also be downloaded as a PDF. download here.
Do you have Fraud prevention and credit card security measures?
Security and fraud prevention are very important to us, not only do we take measures to ensure our systems are secure but we join with our partners in ensuring your credit card information is protected. Fraud prevention systems are in place to ensure that only a verified card holder payment has taken place.For further peace of mind you can join your card issuer scheme, entirely optional.
This user authentication is offered by the major card schemes, Visa and MasterCard, Referred to as Verified by Visa and MasterCard SecureCode, authentication requires the cardholder to enter a PIN over a secure connection with your credit card issuer.
You can identify a secure area with the address starting with https:// and a padlock symbol showing at the bottom of your browser.
Once authenticated, the cardholder can proceed with the purchase.
Recently WorldPay our transaction partner introduced support for Verified by Visa and MasterCard SecureCode, allowing a cardholder's identity to be verified at the time of purchase.
Authentication is a method of ensuring cardholder identification by requesting a username and password. Authentication has been designed to reduce your exposure to fraud, and provides you with additional peace of mind and confidence in shopping on the Internet.
Cardholders are required to enrol for authentication with their issuing bank.
When cardholders enrol, they are asked for relevant billing information as well as personal information such as a password and a Personal Assurance Message. Once this data is collected and the issuer has verified the cardholder responses, the cardholder is enrolled for authentication.
You can now also help protect yourself by logging your card with Verified by Visa and MasterCard SecureCode. A popup screen will appear when in our secure https: credit card transaction area, enter your details if already subscribed or complete to enrol at the time, or you can just continue with purchase.
None of your personal information is seen or transmitted to us.
How to register
- During checkout, if your bank is participating, you will be asked to register for Verified by Visa or Securecode. Simply follow the online instructions to set up your Verified password.
- Contact your bank directly to register.
This is a one-off registration process and all future purchases at RLP Woodware and other participating merchants will be completed with added security.
It is entirely optional for you to enrol at this point, and does not affect your purchase from us in any way.
For further details go to [ Verified by Visa
]
or [MasterCard SecureCode
] or contact your card issuer directly.
I still don't trust credit card orders online, what can I do?
Our system is very safe 100% secure servers via reputable large companies, this method is safer than a restaurant for instance, but if you are still not sure, You can use Cheque or Postal Orders. Just put all your products in our shopping basket then complete the checkout form and change drop down menu when it requests methods of payment. This generates an order on our system, then just put the cheque or PO in the post to us with your order reference.Do you accept E-mail payment? No, we currently no longer accept payment by this method.
Please use checkout and place your order, use the payment options, your order will be confirmed by email, goods are dispatched on verified and confirmed payment.
What currencies do you accept?
£ Pounds Sterling, Euros, Dollars, all via WorldPay part of the Royal Bank of Scotland.What payment methods do you accept?
Online credit cards, accept Visa, MasterCard, Switch and Solo Debit cards Via WorldPay. Cheques UK bank only accepted when confirmed address criteria is verified, items only dispatched to Cheque home address, clearance period of 14 days before dispatch. UK Postal orders crossed and made payable to RLP Woodware, available from your post office, orders dispatched immediately on our receiving PO.An order acknowledgement is e-mailed , please print for your records.
Place your order online complete checkout form and use dropdown box to select payment type.
Further information [ Payment Methods].
How can I purchase items with US dollars?
place order normally online and dollars can be selected for our USA customers by selecting currency in WorldPay checkout area.Do you guarantee all your products are available?
We cannot guarantee all products are always in stock, but as long as your items ordered are in stock we will dispatch them normally within 2-3 working days on confirmed payment. If any items are out of stock we will email you within 48 hours to explain: this will tell you when the product is expected and ask you whether you wish to proceed with the order, wait for the missing item, or amend your order. We have a large range of products, some of which are hand made or imported.Your card is not charged until item is dispatched.
What is your contact information?
RLP Woodware Ltd, 15 Pollards Green, Chelmsford, Essex. CM2 6UH. Tel: +44 (0) 1245 600444 24hr Answerphone - Fax: +44 (0) 1245 600444, e-mail via our contact formTo whom should we make cheques payable?
`RLP Woodware Ltd`Do you supply wholesale?
We are happy to discuss any quantity orders or discounts for trade, clubs, schools, councils or corporate supplies for larger companies. Some of our items where noted can be overprinted for quantity orders.Do you have a catalogue?
No currently. For range of items, a catalogue would never be up-to-date as we are continually updating and establishing new products. All our ranges are available for viewing on website. Many items are hand made, and a continual
supply cannot be guaranteed.
Keep an eye out for our online catalogue currently in development.Looking for a particular toy or other children’s game?
Email us if you’ve seen a product elsewhere and can’t remember where or what make it was. We will usually be able to help, even if we have to point you to another company to purchase. We can also offer special orders from our many suppliers for items we do not normally stock, e-mail us a request
for product enquiry. Where are your products made?
We buy from a large number of sources and are always looking at new products. We use UK manufacturers and specialist companies in Europe or import from Third world countries i.e. Sri Lanka, China, and India etc.
Where dealing with companies that trade with Third World countries, we try to only deal with companies that have a fair trading policy in place. Most Timber products are also sourced from sustainable forestation to ensure environmentally friendly. Most of our suppliers have their own
environmental purchasing policies.
The environmental side
Many of our products are made from Rubberwood sourced from exhausted rubber plantations that are replanted every 10 – 15 years. We prefer to use recycled products when available for packaging – the majority of our outer packing cartons are already once used and the packing materials are either
shredded paper or materials supplied by local retail outlets from their own deliveries. Some of products and packaging are all PVC free and we strive to avoid the use of excessive packaging where possible.
What is always important to us is to ensure the contents arrive to you undamaged.What is your Returns Policy?
All our customers are important to us; if you have any problems please
telephone or fax 01245 600444 or email preferred in the first instance,
and we will resolve your problem. You can purchase from us with complete confidence. We provide you with normal manufacturer's warranty on all items we sell. You should also be aware that you have a statutory right to a 14 working day "cooling off" period, which starts the day after the day you
receive the goods. Simply inform us and return the goods as outlined below, you must notify us of cancellation within the cooling off period.
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If you wish to return any item you have purchased, for any reason, please notify us within 14 working days and return the item within 21 days of you receiving it. The item should be in original unused condition with all packaging intact, the product must be unopened and in perfect condition. You should also return your original purchase receipt.
Please inspect all items immediately upon arrival advise us within three working days of damaged items. Advise us straight away of damaged goods received and noted on carrier delivery docket.
We will refund or replace items which you must return to us within 7 working days of notification.
If you wish to return a product for any other reason, please note we are unable to refund or exchange used or customer damaged items (customer's statutory rights not affected). Returned items must be in their original packing and are subject to inspection prior to refunds being issued. Please
note that we are not responsible for return postage and the delivery charge on the original order is non-refundable - you will be liable for the return postage costs.
We will refund goods within 7 working days of our receipt, by Cheque or original payment method.
I have a Complaint?
We know customer satisfaction is our highest priority. We will acknowledge a complaint the day we receive it and will handle it fairly, effectively and quickly. Sometimes when a complaint involves a third party manufacturer or supplier, time scales may be out of our control, but we will always keep you the customer fully informed and will work for a quick resolution. This statement does not affect customer's statutory rights.Will you consider buying my products?
If you are a wholesaler, importer outside the UK then possibly. Or if you are a craftsman or UK based manufacturer, if the products are wooden we may be interested. Please send a message for first contact along with a catalogue range: click here. You do not need to have a large range or vast supply; we do purchase single or small lots of items, e-mail us with details and preferably a digital photo. Bona fide trading companies only.Description and product details Product details are kept as up to date as possible, but due to manufacturers changing specifications occasionally the pictures and details may vary slightly from those shown or supplied.
Wood is a natural product and as such is subject to variations in colour, texture and pattern of figuring, pictures will only denote example.
As with all wood products care in placing next to heat, or humid areas, and should be kept out of direct sunlight for continuous periods. Dusting with dry cloth or polish with proprietary wax finishes is suitable in most cases for general cleaning.
How quick do you deliver orders?
We aim to process and dispatch all orders within 72 hours on a weekday, all weekend orders are processed on next working day normally Monday. All subject to verified payment being received, we will contact you if any queries. Delivery depends upon location and weight, for items that are in stock delivery is usually 2-5 working days, rural areas often need additional time.Please note that during times of peak seasonal demand (Valentine's Day, Father's Day, but especially Christmas) there may be a slight delay in the despatch of your order, so please check our homepage for any special information and allow extra time for delivery.
Working days are Monday to Friday and do not include Saturdays or Bank holidays.
You will be notified by e-mail if an item is out of stock and given an estimated delivery time with the option to cancel or wait for the item.
We charge for our standard delivery from £2.95 - £7.50 per order for postage and packing anywhere in the UK mainland - your carriage charges are shown on checkout when you select your delivery area. If you need a quicker time for your order, there is a 48hr service at from £5.85, or next day from £7.55 per order, heavy item orders incur additional charge from £7.50, shown when you checkout. Other areas, Isle of Man, Channel Islands, Northern Ireland, Scottish Highlands and Islands may be subject to additional delivery charge which will can be seen on ordering when in checkout, these are weight and time dependant.
Orders over certain weights will show an overweight box when ordering, click to continue, no payment will be taken at this stage and we will contact you to advise of the best delivery option charges.
International orders -Non-UK Delivery Charges Overseas Deliveries.
Charges to EU European Union Countries are shown on checkout when you select your delivery area, note: maximum weight limits apply to order to these areas due to the much higher delivery costs.
Our normal express delivery rates do not apply outside UK mainland and all orders are normally dispatched by Airsure / International signed For services.
If you have any queries with delivery please e-mail prior to ordering.
Due to the nature of the products we stock some items can be expensive to ship to Europe due to weight. So unfortunately currently to these countries weight and size limits apply.
Orders over certain weights will show an overweight box when ordering, click to continue, no payment will be taken at this stage and we will contact you to advise of the best delivery option charges.
We only accept orders to certain EU (European Union) countries as listed. Please select correct area in checkout.
USA -United States we can only offer small items for shipping to the USA.
Orders over certain weights will show an overweight box when ordering, click to continue, no payment will be taken at this stage and we will contact you to advise of the best delivery option charges.
We cannot currently accept delivery to PO boxes or BFPO address's.
[Additional Postage Information]
UK small packages are normally sent Royal Mail, UK larger items, orders and special deliveries are sent by Royal Mail or BusinessPost parcel carriers. Special delivery arrangements can be made for an extra charge (terms apply) and for other special
deliveries AM, PM or Saturday, please add delivery instruction comments on order form if required and we will advise a price, or e-mail before ordering:
All our deliveries require a signature, Royal Mail and our Carriers will leave a calling card for contact with your local office if no response. The holding offices will only keep items for limited periods normally 5-7 working days, if no instructions for re-delivery
are received then parcels will be returned to us.
Please note: returned and refused deliveries may require additional postage and handling charges before re-delivery, we will advise per order.
Are all your toys safe for Children? All the products sold on this website are sourced from responsible manufacturers. All the toys conform to the European safety standard (look for the CE mark
on packaging or the product), and have
been independently certified at the expense of the manufacturer.
Every manufacturer or first supplier in the Community must place a CE mark on his toy to indicate that it has been made in conformity with the essential safety requirements of the directive.
It is an enforcement mark (not a sign of quality or safety) and was established to ensure free movement of product throughout the European Union - a sort of passport for toys. It has to appear, along with the first supplier's name and address "in a visible, legible and indelible form" on the toy
or its packaging.
For further information go to [www.euroconform.com] .
If you see this symbol 
This pictogram began appearing on toys in 1995 and means Warning - do not give the toy to children less than three years, nor allow them to play with it. With the symbol or in
instructions included in the pack will be given details of the hazard, e.g. "because of small parts".
This symbol will gradually replace the current warning "not suitable for children under 3 years", which has often been confused with age advice - those discretionary guidelines used by the manufacturer to help the buyer match the product with a child's age, interest and ability. Beside an item it means that there is a reason that this toy is NOT SUITABLE FOR CHILDREN UNDER 3 YEARS OF
AGE. The most common reason is small parts but it can also be due to fibre loss in soft toys.
It is the responsibility of the purchaser to ensure proper supervision of a child when a product is used and that the product is not misused. To this end, manufacturers provide guidance on the age-ranges a product is suitable for as well as noting any significant hazard. Where possible reference
is made to this information.
You will sometimes also see an age recommendation beside a toy, this is where a manufacturer believes that a child of a certain age will benefit from the toys design, as children are all very different in their ability, this is only a guide to help you. Some items we sell are not classed as toys
and so do not need to be tested like our toys. Although these gifts are perfectly safe if used properly, we strongly recommend care in their placement and use, especially around young children.
If you need any more information on a particular toy or item please ask us.
Please remember that small toys, or component parts, can pose a choking hazard to small children. The Royal Society For The Prevention Of Accidents [(RoSPA)] website is an excellent source of information and links on safety matters
For any general info. you could also try your local Trading Standards Office, they have loads of literature.[ www.tradingstandards.gov.uk]
I am a student looking for information on toys?
We are happy to answer general questions about our products but for more detailed information and a range of links to books, publications, British Standards and manufacturers listings. Please follow this link to the [British Toy and Hobby Association] BTHA, who have a wealth of information and a specific students page. Hope this helps and good luck with your studies.What is your privacy policy?
We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998). We collect information about you for two reasons: firstly, to process your order and second, to provide you with the best possible service.We will not e-mail you in the future unless you have given us your consent. We do not send random marketing emails to personal email addresses (spam). We will give you the chance to refuse any marketing email from us or from another trader in the future. The type of information we will collect about you includes: your name, address, phone number, email address.
No credit/debit card details are collected by us.
The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly. The personal information which we hold will be held securely in accordance with our internal security policy and the law.
We may use technology to track the patterns of behaviour of visitors to our site. This can include using a "cookie" which would be stored on your browser, You can usually modify your browser to prevent this happening. It is normally required to enable us to track your orders and to remember you when visiting us again. JavaScript should also be enabled in your browser to allow full functionality of the website.
If you have any questions/comments about privacy, you should contact us
LEGAL REQUIREMENTS
Information obtained at the time of ordering by RLP Woodware Ltd is collected lawfully and in accordance with the Data Protection Act 1998.
Registered under Data Protection Act 1998 - registration Z9010136.
Wooden Toys-UK and RLP Woodware are the trading names of RLP Woodware Ltd.
Registered office 15 Pollards Green, Chelmsford, Essex, CM2 6UH.
Company registration 4542766. Registered in England.
United Kingdom law is the applicable law.
please note this address is not a shop, for correspondence only.