Delivery & Return

UK delivery charges

We deliver to UK addresses. Delivery is charged by product range rather than order value; the delivery charge is shown at checkout before you pay.

Products	Standard UK delivery
Smaller toys and other products on our standard delivery rate	£4.95
Little Bird Told Me rocking animals, walkers and ride-on toys	£4.95
MJ Mark rocking horses	£14.95

If your basket contains items from different ranges, the delivery charge is shown at checkout. Items may arrive in separate parcels. Some MJ Mark delivery addresses attract an additional postcode surcharge; please check the MJ Mark surcharge table below before ordering. You can contact us with your postcode for a quote.

We use tracked couriers for most orders and send dispatch details by email or text where available. Some smaller parcels travel by Royal Mail without tracking. Standard delivery is usually within 4–10 working days; working days exclude weekends and bank holidays. Please check the product page for pre-order estimates. If you need your order by a particular date, contact us before ordering.

Additional delivery charges

Some addresses, including remote areas and islands, may incur an additional courier charge. We will email you with the amount and send a payment request before dispatching. If an extra charge is unacceptable, contact us to cancel the order. Any delivery offer or discount does not cover postcode surcharges.

Shipping surcharges on MJ Mark horses: 

Due to the changes the couriers have applied to the shipping charges, our supplier has informed us that Northern Ireland, most addresses in Scotland including Highlands & Islands, even some addresses in England are now attracting a surcharge. The surcharge could be between £10 and £80. We will contact our customers individually to notify them of the surcharge amount and will process your orders once you have paid the shipping surcharge.

For MJ Mark horses, below shows some potential surcharge costs. We reserve the right to request a different rate should circumstances change. We cannot guarantee all postcodes outside these areas will not attract a surcharge. Should it be the case we will contact you upon your order.

November and December delivery

Couriers are busier in November and December, so please order early. Delivery estimates are not guaranteed, and we will contact you if we know of a delay. Any Christmas cut-off dates will be published separately.

Pre-orders

For pre-orders, check the product page for the estimated dispatch date. We will contact you if the supplier's schedule changes.

General delivery details

We will deliver the Products ordered by you to the address, which you give for delivery when you make your order. You may specify a delivery address, which is different from your billing address, if, for example, you would like us to deliver the Products directly to the recipient.

Please ensure you enter all information correctly at the checkout, including the shipping address, contact person, email address, and phone number. Often we will provide your email address and / or your mobile number when booking our courier deliveries, so ensuring your details entered correctly will allow the courier’s delivery process more smoothly, and allow us to be able to contact you regarding the orders. 

We do not take responsibility for the items to be delivered to a wrong address if that was what you provided us on the order and didn’t notify us prior to the dispatch. If you require us to send out your item to a different address after it has been returned then there will be a charge for posting it out again.

Delivery of an Order shall be deemed to be completed when: 

(i) we deliver the Products to the address given by you;

(ii) we deliver the Products directly to you; or 

(iii) a carrier organised by you to collect Products from us collects the Products from us 

and you will be responsible for the Products from that time. 

We will let you know the estimated delivery date which is normally within the specified number of working days stated in the above paragraphs for different items, after the date of the Dispatch Confirmation. You will be sent a notification email regarding the dispatch. Sometimes this email may be filtered into your spam folder. Please kindly check there before contacting us. 

Our delivery date may occasionally be affected by Circumstances Beyond Our Control, in which cases we will contact you directly.

Some postal addresses in Northern Ireland, some offshore islands and some remote areas of Great Britain may not be covered by our normal delivery services and so we may have to contact you to advise you of extra postal charges.

We reserve the right to wait up to 10 working days from the date of dispatch before replacing an undelivered item.

Upon receipt of full payment (including all applicable delivery charges) you will be the owner of the Products. 

If we fail to deliver Products within 30 days of the date on which you ordered the products, then you may cancel your order if any of the following applies to you if you notify us by email at hello@therockinghorsetoyshop.co.uk: 

1. a) we have refused to deliver the Products;

2. b) delivery within the delivery deadline was essential considering relevant circumstances; or

3. c) you informed us prior to putting in your order that delivery within the delivery deadline was essential.

 

Damaged items on arrival

If a parcel or product arrives damaged, please contact us as soon as you can at hello@therockinghorsetoyshop.co.uk, quoting your order number. Photos of the outer box, packaging, product and affected parts help us investigate and make a courier claim. Please keep the packaging while we look into the issue if you can. A delay in reporting damage or an inability to supply photos does not automatically remove your legal rights.

Cancellations, returns and faulty items

Changing your mind: your right to cancel

For online purchases, you can cancel without giving a reason by telling us within 14 days after the day you receive your goods. If an order is delivered in separate parcels, this period ends 14 days after the day you receive the last item. You can also tell us you wish to cancel before delivery. Email hello@therockinghorsetoyshop.co.uk with your order number and a clear statement that you wish to cancel. You can use the optional cancellation form below, but you do not have to.

Please contact us before sending any item back so we can provide the correct return address and instructions. Your cancellation takes effect when you clearly tell us within the cancellation period; you do not need to wait for our reply. Send the goods back without undue delay and within 14 days of telling us you wish to cancel.

Returning an item

For a change-of-mind return, you are responsible for the direct cost of sending goods back where we provided the required information about return costs before purchase. Please pack items securely. We recommend a tracked and insured service appropriate to the item.

For larger items, including rocking horses, we may need to liaise with the supplier to confirm the correct return address or arrange a collection. For a change-of-mind return of an MJ Mark rocking horse that cannot normally be returned by post, supplier-arranged collection is currently estimated from £43.20. The actual charge may be higher depending on the collection postcode and the supplier’s current courier rate. We will confirm the exact charge and obtain your agreement before booking the collection. Return arrangements and costs for other supplier-dispatched items will be confirmed case by case.

For a change-of-mind return of a Little Bird Told Me item sent directly by the supplier, please contact us first so we can let them know to expect the parcel and confirm the return instructions. Where you are responsible for return carriage as explained above, you arrange and pay for it; the cost depends on the packed dimensions, weight, service and postcode. Pack the item securely in an outer transit carton to protect its display packaging. Include the delivery note if you have it, or a note with your order number. We recommend a tracked and adequately insured service and keeping proof of postage. When we have confirmed that the item should go back to the supplier, send it to: Little Bird Told Me, Block E (3rd floor), Bowers Mill, Branch Road, Barkisland, Halifax, HX4 0AD. If your item was dispatched from our own stock, we will give you the appropriate return address instead. Your legal rights to inspect goods, cancel an online order and seek a remedy for faulty goods still apply.

You may open the packaging and inspect a product as you reasonably would in a shop. If handling beyond what is needed to inspect it reduces its value, we may make a reasonable deduction from your refund to reflect the actual loss in value. We will explain any deduction. Opening the packaging alone does not automatically prevent a return. We do not charge a cancellation or restocking fee.

Refunds for change-of-mind cancellations

If you cancel the entire order within your legal cancellation period, we will refund the amount paid for the goods and the standard delivery charge paid for your address, including any required postcode surcharge. If you chose a more expensive delivery service, we need only refund the standard delivery amount. If you return only part of an order and keep other items, we will assess any delivery refund according to the items returned and the delivery charge applied to that order.

We will refund you without undue delay, using your original payment method, within 14 days of receiving the goods back or receiving evidence that you have sent them, whichever is earlier. Any lawful deduction for reduced value will be explained to you.

If we agree to accept a change-of-mind return outside the legal cancellation period, we will explain its terms before you send the item back. We do not normally refund the original delivery charge for these additional returns. This does not affect your rights if goods are faulty or not as described.

Faulty, incomplete or incorrect items

If a product or part is faulty, missing, damaged or not as described, please contact us at hello@therockinghorsetoyshop.co.uk with your order number and a description of the problem. Photos or a short video can help us resolve it quickly, but they are not an automatic condition of your legal rights. We will assess the issue and provide the remedy required by consumer law. If a return is needed for a valid fault claim, we will cover reasonable necessary return costs.

Please follow the assembly instructions provided with your product. If something does not fit, stop assembly and contact us before drilling, cutting, modifying a part or forcing a fitting. We are not responsible for damage caused by incorrect assembly, misuse or a modification made after delivery, such as drilling an additional hole. We will assess the cause of the issue; a modification does not automatically remove your rights concerning a separate fault that was present when the goods were supplied.

For missing parts or assembly questions, please contact us before using replacement parts or making alterations. We may liaise with the supplier to send a suitable part or arrange another appropriate remedy.

Optional cancellation form

You may copy and email the following if you wish. You may also cancel using any other clear statement.

To: The Rocking Horse Toy Shop, hello@therockinghorsetoyshop.co.uk
I hereby give notice that I cancel my contract of sale for the following goods:
Goods: __________
Order number: __________
Ordered on / received on: __________
Customer name: __________
Customer address: __________
Date: __________