What happens, and when

• Your order lands with us
  Within minutes
  A confirmation email goes out straight away. If it isn't in your inbox after ten minutes, look in the spam folder before you worry.
• We pack it and hand it over
  24 to 48 hours
  Your toys are picked, checked and packed, then given to the carrier. This is the moment your tracking number is emailed to you.
• It travels to you
  8 to 15 days
  Our toys ship from overseas, which is why this leg is the long one. Tracking usually goes quiet for part of it. That's normal.
• It's at your door
  Day 9 to 17, counting from the day you ordered
  That's the honest window. We'd rather give you the real one now than a shorter one you'd check against the calendar.

Your tracking hasn't moved in days

This is the question we get most, and the answer is almost always the same: your parcel is fine. Tracking only updates when a parcel passes a scan point, and on the international leg there can be three to five days between two of them.

If ten full days go by with no new scan at all, email us with your order number and we'll chase the carrier ourselves.