Help!
Help.
If you are having any difficulties with our site or our service, then please take a look through the information here. If you still need help, then please contact us directly.
The BNT Team
Frequently Asked Questions
Delivery Help & Information
Returns & Refunds
Frequently Asked Questions
When can I expect my order to arrive?
Standard delivery takes up to 10 working days though we make every effort to ensure your items are delivered as quickly as possible. Larger items may take longer - Any differences are highlighted within the Product Details.
How long do I have to wait for out of stock items?
Unfortunately we are unable to advise you when products will be available. We replenish stock on a frequent basis and would ask you to check the site regularly.
Can I deliver to a different address than the one on my credit card?
Orders can only be placed from and delivered to UK Mainland and Northern Ireland addresses. If this is your first order, we only deliver to your billing address. This is to protect our customers against fraud. Subsequent orders may be delivered to an alternative address.
I still need some help, what should I do now?
If you have read through this section and still need some assistance, then please drop us a line!
Please email us: customerservice@bignametoys.com
When contacting us, please quote your order number to help us respond to your enquiry promptly. We aim to respond within 48hrs.
Please note we can only assist with queries from the UK mainland and NI.
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Delivery Help & Information
How much do you Charge for Delivery?
As items cost us different amounts to ship based on their size and weight, delivery charges are added to your order once the items are in your shopping basket for you to approve. As we use the Royal Mail's postage rates in our calculations, it is often cheaper to send several items at once than it would be to send them individually. Our system reflects this and passes this saving on to you.
When will I receive my order?
We use the Royal Mail to deliver our products by First Class post, which is normally dispatched within 4 days of us receiving your order and payment.
How can I find out where my order is?
To find out the status of your order, click on the "Your Account" link on the top of any web page and sign in. Next, click on the "Order History" link. This will let you know if your order has been despatched
If your order has been despatched, click on the order number associated with that order. It is here that you will be able to find the tracking number and track your package (where available)
My order is late, what can I do about it?
If you are having any problems with your order, please contact us at customerservice@bignametoys.com
How can I track my delivery?
Once your order has been despatched you can track your delivery by going into the "My Account" section of our website (to do this, click on the "My Account" link located on the top of each page and sign in).
Once there, click on the "My Orders" link. Your orders will be listed in date order with despatched orders identifiable by a despatched status. Click on the order number associated with the order you would like to track. It is on this page that you will see the tracking number. Click on the number to see where your package is (you may need to cut and paste the tracking number into the carrier’s web site).
Do all orders have tracking numbers?
Our Service with the Royal Mail is not delivered with a tracking number. Please Contact Us if you require assistance with one of these items.
How will my order be delivered?
We currently use the following carriers to deliver your orders: Royal Mail,
In addition, some of the larger items we sell are despatched directly from the manufacturer. These items will be delivered separately by the manufacturers’ own couriers.
What time of day will I receive my delivery?
Your order will be delivered between 8am and 5pm.
Unfortunately we cannot specify a time of day for your order to be delivered, and we are also unable to confirm whether your order will arrive in the morning or the afternoon.
What happens if I am not at home when my delivery arrives?
If you are not at home when your delivery arrives the Royal Mail or our appointed courier will post a card through your door asking you to contact them to arrange redelivery.
What happens if my order is returned to you because it is undeliverable?
Every once in a while, we will have a package returned to us because the Royal Mail or our appointed couriers were unable to deliver it to you. When this happens, we will attempt to contact you to establish if you would like your order re-despatching or refunding. If we cannot contact you within 2 weeks of receiving your parcel back into our warehouse, we will issue a full refund (excluding delivery charges).
Why would my package be returned to you as undeliverable?
We can receive packages as undeliverable for the following reasons:
* We received an incorrect address
* Failed delivery attempts (i.e. no-one was home to sign for the delivery)
* Refused by the recipient.
My order is late, what can I do?
If you are having any problems with your order, please Contact Us
I have received my order but there is problem with it, what can I do?
Your order should reach you in complete and good condition. Please check your order before signing the delivery driver’s paperwork - please mark any missing or damaged items on the delivery driver’s paperwork. This will help us to process any replacement item or refund requests.
Item missing from order: If you have received your order and you are missing an item, please do the following:
* Part of your order may still be on its way to you. Check your Order Status to see if your order was sent out in multiple deliveries. To do this, click on the "Your Account" link at the top of every page. Sign in and click on the "Order History" link. Click on the order number to check the Order Status of each item.
* If you are still missing an item, please Contact Us for help
Wrong item received: If you have received an incorrect item in your order please Contact Us for help
Faulty item received: If you have received an item that does not work correctly, please Contact Us and we will provide a Returns Authorisation code.
Damaged item received: If you have received an item that does not work correctly, please Contact Us and we will provide a Returns Authorisation code.
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Returns & Refunds
Returns
* What is your policy for returning an incorrect or unwanted item?
* What is your policy for returning a damaged or faulty item?
* How do I return an item to you?
* When will my refund be processed?
* What is refunded when I return an item?
* How do I obtain a replacement item?
* How do I pack and send my return?
* How do I obtain a replacement delivery note?
* The collection of my return is late, what can I do?
What is your policy for returning an incorrect or unwanted item?
If you change your mind we accept returns as long as the following conditions are met:
* You contact us within 7 working days starting with the day after the delivery date.
* The item is returned in the original packaging, with all pieces and in original condition.
* All video and computer software and systems are returned in original, factory sealed, unopened packaging.
* It is your responsibility to ensure that your returned items are in appropriate protective packaging.
You will need a Returns Authorisation code to return any item to us. To obtain this please Contact Us.
Refunds will be applied to the credit card that was used to purchase the item.
When no proof of purchase (receipt or delivery note) is provided, refunds for merchandise will be given at the discretion of management, in which case a credit note will be issued equal to the item's prevailing price.
* Identification is required for all refunds where no receipt is provided.
* If the item being returned was a gift, any refund will be given in the form of a credit note.
What is your policy for returning a damaged or faulty item?
If you have received a damaged or faulty item from us you can return it for a repair, replacement or refund.
How do I return an item to you?
* Post the items back using our address below*. Please Contact Us to obtain a Returns Authorisation Code prior to sending the goods back.
Returns Address:
BigNameToys.com, The Corner Cottage, Bull Lane, Chislehurst, Kent, BR7 6NY.
Please note - if the product you wish to return was despatched directly from the supplier (indicated on your Delivery Note) then you must Contact Us to arrange the Return.
When will my refund be processed?
If you choose to send the item back to our warehouse, your refund may take up to 10 business days from the time we receive your item. The refund will be applied to the credit card that was used to purchase the item.
What is refunded when I return an item?
When you return an entire order you will be refunded the price of the item paid at the time of purchase, and the delivery charge (only if within 7 days). When you return less than the entire order you will be refunded just the price of the items returned.
How do I obtain a replacement item?
If you have received a damaged or faulty item and you require a replacement please Contact Us to obtain a Returns Authorisation code.
Once we have received the original item back from you, we will despatch a replacement. This will normally be delivered to you within 4 working days (it may take longer for remote/rural postcodes, large bulky product or items despatched directly from our Supplier).
How do I pack and send my return?
To ensure that your refund is processed as quickly as possible, please do the following when packing and sending your product:
* Send the product in its original packaging.
* Please pack the product so that it will not be damaged during the return shipping process.
* Include a copy of the delivery note. If for some reason you do not have this, please include your name, address, phone number, order number and Returns Authorisation code along with the product.
Returns Address:
Big Name Toys Ltd, The Corner Cottage, Bull Lane, Chislehurst, Kent, BR7 6NY.
How do I obtain a replacement delivery note?
If you ordered an item that you want to return but can't find the delivery note, you can still return it. Please contact us using the details above and we will arrange your return.
If you received the item as a gift and you need to return it, please contact the person who sent you the gift for the order number. Please note that if you return an item received as a gift the refund will be credited to the credit card that was used to purchase the item.
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