Delivery Policy

Christmas Delivery Order Deadline 2024

To simplify this year, we only have one deadline - 15th December 2024 Sunday.

Orders placed after this date do not necessarily mean they won’t arrive before Christmas. The deadline will allow us enough time to process and dispatch and have your parcels delivered in time. 

Having said that, ordering before or after the deadline or not, we generally cannot guarantee the final delivery time or date, which means we cannot guarantee your orders will 100% arrive in time for Christmas. The reason is that it depends on many variables, such as personalised items from other suppliers may get delayed in their proces, the time the couriers pick up your packages, the delivery addresses (e.g. Scotland / Northern Ireland addresses may take a little longer), and how much time it takes for the item to be sorted at their depots (and other factors that may cause delay). 

We will try to use the fastest delivery methods possible to us especially when it is closer to Christmas time, but we cannot guarantee for factors that we cannot control. Please kindly understand. We are likely to use DHL, UPS, Parcelforce, or Royal Mail (for smaller items) depending on the items and other logistics factors during this time. If orders are dispatched by our suppliers other couriers may be used including DX and DPD / DPD Local. 

Please feel free to contact us for further details.

Our Working Hours during Christmas and New Year

We are closed from 22nd December 2024 to 5th January 2025. During this period of closure and partial closure, please understand your enquiries will take longer for us to get to and respond. Although we will try to get new orders dispatched during this period when we have a chance, your orders are likely to get dispatched after the break.

 

Our last normal dispatches before our break will be sent on 20th December 2024 Friday. We cannot guarantee delivery before Christmas on things that we cannot control. To allow enough time, please kindly order your items by our last date deadline - 15th December 2024. 

 

Orders Between 16th December 2024 and 5th January 2025

If you have missed our final deadline for Christmas delivery (see above), we will dispatch your order as soon as possible before our last dispatch date on 20th Dec. However, ordering between the 16th and 19th December will not guarantee your orders to be delivered before Christmas.

During our closure or partial closure period, we may be able to dispatch some orders as well, although there is no guarantee. Please kindly expect your order to be dispatched after 6th Jan 2025.

If you are unclear and would like further assistance, please feel free to contact us.  Standard Delivery Policies apply. See below for further details.

 

1 UK Delivery

i. General Policy

Delivery is free on all orders of or over £120 within the United Kingdom, to destinations in the UK (including Northern Ireland, Isle of Wight and Isle of Scilly), and with a standard shipping charge of £5.49 for orders up to £120 (**please refer to section iv - Extra delivery charges below).

Please note that for Scottish Highlands & Islands, Isle of Wight, and Isle of Scilly, and some other addresses, there are likely to be an additional charge upon order to cover the additional postage**. We will be in touch if this happens. You are recommended to contact us prior to your order to enquire about if extra postage would apply.

Isle of Man is counted as an overseas address so please kindly contact us for a manual order and we will inform you how much your postage cost would be. 

We mostly use couriers with tracking ability, so you'll receive tracking information by text or email. Sometimes we use the Royal Mail standard parcel services and may not be trackable.

Please refer to our fulfillment email, or your order confirmation email (click on VIEW ORDER in the email) for tracking details of your items.

Please note that the time of delivery is not of the essence and that the delivery timeframes provided below are estimates only. 

ii. Standard Delivery Non-personalised Items

With our standard delivery service you should receive your item between 4-10 working days*. 

 

iii. Standard Delivery for Personalised Items

We currently have a delivery time of 7-15 working days* for personalised items. If the personalised items may attract a longer delivery duration, it will be highlighted in the product description on the product pages, or we would contact you upon your order for any delays. 

In reality, you will often find your items arrive much sooner than the standard timeframe. 

 

iv. **Extra Delivery Charges

We reserve the right to contact our customers to charge for an extra shipping cost should their shipping address attract a much higher than expected charge. For example, often addresses in the Scottish Highlands & Islands, also Northern Ireland result in additional delivery charges. Should this happen we will write to you via email and notify you what the extra charge would be. We then amend your order and send you the invoice for payment online before we can process your items. 

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.

Also we can potentially deliver them to Isle of Man, Jersey, Guernsey and Channel Islands but please contact us as they will be counted as overseas shipping. We will need to manually create the order for you.  

Below table shows what postcodes and places we know of so far that will attract a surcharge on your MJ Mark horse orders for your reference. We can’t guarantee all postcodes outside these areas will not attract a surcharge. Should it be the case we will individually contact you upon your order.

Industrial Scotland + UK Mainland	DD; DG; DH; FK; KA; G; KY; ML; PA; PH; TD
Scottish Offshore Islands	IV; KA; KW; PA; PH; ZE; HS
Grampians + UK Mainland	AB
Highlands + UK Mainland	FK; IV; KW; PA; PA; PH
Scottish Offshore Islands	IV; KA; KW; PA; PH; ZE; HS
London + UK Mainland	E; EC; N; NW; SE; SW; W; WC
Devon & Cornwall + UK Mainland	EX; PL; TR; TQ
Dyfed & Powys + UK Mainland	HR; LD; SA; SY
Isle of Wight	Whole Island
Northern Ireland	Whole Country

 

v. Delivery during Nov-Dec 

During this busy season, we cannot guarantee your item will be delivered within the suggested standard delivery time frame above. You will be notified if there is any delay. 

Although there are likely to be some cut off dates for different types of products that we would set towards the Christmas period, we cannot guarantee any delivery time or date. It is simply because this is something out of our control. Even the couriers may have specified how many days their services would take to deliver the items, they don’t guarantee it to be the exact timeframe as it depends on the workload and situations with the couriers.

We always try to dispatch our items as soon as we can. It is best to order early to avoid any disappointment.

vi. *Working Days

Working days Include normal working weekdays, and do not include Saturdays, Sundays, and Bank Holidays. 

 

vii. Pre-Orders

For any items that you are pre-ordering from us, please refer to the specific product page for details about when the potential dispatch time maybe. Please understand we cannot guarantee dispatch time for pre-ordering items, because it is out of our control. By pre-ordering it usually means we will pay and reserve your items with our suppliers before the stock becomes available. 

viii. In Reality

We always do our best to dispatch items as soon as possible. Although we have set out our standard delivery durations above, more than often you could find yourself receiving your items earlier than what we suggest above, except for odd occasions.

If you require an order to be delivered by a certain date, and not sure if it would, please CONTACT US prior to making your order so we can give you a more realistic estimation for the delivery time. 

2 International Delivery

i. Products available for International Delivery

Depending on the items and destination, we may not be able to fulfill all international delivery requests. MJ Mark and Nattou rocking horses are some of the items that we are unable to fulfill an international shipping order. Please note that some rocking horses and bigger items will attract a very high postage cost due to their product weights and sizes. If you wish to purchase our products to be delivered overseas, please contact us at hello@therockinghorsetoyshop.co.uk for further assistance.

 

ii. Destinations for International Delivery

The Rocking Horse delivers to destinations outside the UK including Isle of Man, channel islands like Jersey & Guernsey, and European Union (EU) as well as selected destinations around the world for an additional charge.

These destinations in the EU and Internationally are:

Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Rep of Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Malta, Australia, New Zealand, Canada and the United States.

iii. Cost of the International Delivery

We do not have a standard delivery tariff as it depends on what items and values of the orders as well as the destinations and what courier services are available. Please contact us by email to hello@therockinghorsetoyshop.co.uk with the items you want to order, and the full delivery address for us to investigate and provide you with a shipping quote. Once agreed on the shipping quote, we will need to create the order manually for you to pay for via card only. We can sometimes accept paypal payments if you enquire. 

Please understand shipping quotes may change over time, so we reserve the right to do a requote before we create the order for you. 

 

iv. Import Duties and Taxes

Delivery of Products to International Delivery Destinations will be subject to applicable import duties and taxes payable by you. Prior to placing an order you should contact your local customs office for information on this.    

You agree to comply with all applicable laws of the country to which Products are delivered and we shall not be liable for any such violations.]

Please note that we are unable to refund any duty and/or tax paid on the items returned to us either faulty or unsuitable as this is a contract between the purchaser and own country Customs & Excise. 

 

v. International delivery shipping duration

Please contact us at hello@therockinghorsetoyshop.co.uk for the relevant shipping duration estimations to the country you wish to ship to. It is usually between 5 and 20 working days.

 

vi. Delivery during Nov-Dec

During this busy season, we cannot guarantee your item will be delivered within the suggested standard delivery time frame above. You will be notified if there is any delay. The general cut off time for international delivery for Christmas is 30 November but there may be exceptions. We will get a quote and estimated timeframe when you contact us to request for an international shipping quote, We cannot guarantee delivery by a certain date.

Although there are likely to be some cut off dates for different types of products that we would set towards the Christmas period, we cannot guarantee any delivery time or date. It is simply because this is something out of our control. Even the couriers may have specified how many days their services would take to deliver the items, they don’t guarantee it to be the exact timeframe as it depends on the workload and situations with the couriers.  We always try to dispatch our items as soon as we can. It is best to order early to avoid any disappointment.

 

3 General Delivery Policy

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.

 

4 Damaged Items on Arrival

For most couriers, claiming for compensation due to damaged items on arrival and during transit requires us to file the claim within 14 days of it being delivered either directly to the recipients, their household members, or neighbours, or to where it was safe around the property, not defined by when you actually receive it. 

*Please TAKE PHOTOS of the original postal box / packaging and the product packaging and the product if any of these have been damaged on arrival. 

Please contact us within 10 days from the delivery date to allow enough time for us to make a claim for compensation with the courier and offer you a refund or replacement. 

If you know that you will not be around for more than a few days (such as going on a holiday) upon the date of your order, please notify us in advance or straight after your order before dispatch, for us to delay our dispatch until when you can receive the parcels. 

**We are only able to assist with any damages or missing parts for shipments to UK addresses. If you have the items to be sent to a UK address (e.g. to a shipment agency) from which the goods will be forwarded overseas, we will not be able to offer a refund or replacement for any faults, damages, or missing parts as we are not responsible for the second shipment made internationally to your final destination. Please seek insurance with your shipping agency / company directly to cover any potential damages. 

If your orders are to be shipped directly to an overseas address from us, please note that we will not be able to offer any replacement for any missing or damaged parts. We may be able to offer a partial refund, but your shipping cost that you paid for the original shipment will not be refunded. You can however, still send your item back to us for a voluntary return at your own expenses. Please first contact us so we can provide you with the correct return address. 

Order Cancellations, Returns, and Faulty Items

1 Order Cancellation

Right to Cancel

Your legal right to cancel an order starts from the date on which you receive the Dispatch Confirmation. Your right to cancel the order depends on what you have ordered and how it is delivered, as set out in the following clause below.

You have a legal right as a consumer to cancel an order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 during the period set out below:

If during the relevant period you intend to cancel the Order with us, you can notify us of your decision and receive a refund. 

However, you cannot cancel the Order in any of below cases: 

• Any personalised items (with the exception of the items in the ‘Personalised items that can be cancelled or returned’ collection)
• once the Products are unsealed and opened.
• if Products are mixed inseparably with other items after their delivery.

 

Your Order	End of the cancellation period
Your Order is for a single Product or multiple products that are delivered together (which is not delivered in instalments on separate days).	14 days after the day on which you received the Product. Example: if we provide you with a Dispatch Confirmation on 1 April and you received the Product on 10 April you may cancel at any time between 1 April and the end of the day on 24 April.
Your Order is for either of the following: ·        one Product which is delivered in instalments on separate days. ·        multiple Products which are delivered on separate days.	14 days after the day on which you receive the last instalment of the Product or the first of the separate Products ordered. Example:  if we provide you with a Dispatch Confirmation on 1 April and you receive the first instalment of your Product or the first of your separate Products on 10 April and the last instalment or last separate Product on 15 April you may cancel in respect of all instalments and any or all of the separate Products at any time between 1 April and the end of the day on 29 April.

 

Order cancellations must be made in writing, quoting your order number, within 14 working days beginning the day after the day on which the item is delivered.

If you wish to cancel your order you can notify us preferably by email to hello@therockinghorestoyshop.co.uk, or via our Social Media messaging platforms before we have dispatched the goods to you.

Where goods have already been dispatched to you, the goods must be returned to us in accordance with the 'Returns Policy' section below.

Please note: For personalised items, please check your order on screen carefully as we cannot refund most personalised products, which have been misspelt.

We reserve the right to cancel your order at any time and issue a full refund.  We reserve the right to cancel any order that we deem offensive.

The provisions of this clause do not affect your statutory rights.

 

2 Return Policy

 

i. General Return Policy 

You have 14 days from the date of receipt of your purchase to make sure what you ordered from The Rocking Horse Toy Shop is right for you. If you aren’t 100% satisfied with your purchase, you can return your order for a refund. Please refer to the table below to demonstrate when the end of the return period is. 

Your Order	End of the return period
Your Order is for a single Product or multiple products that are delivered together (which is not delivered in instalments on separate days).	14 days after the day on which you received the Product. Example: if we provide you with a Dispatch Confirmation on 1 April and you received the Product on 10 April you may cancel at any time between 1 April and the end of the day on 24 April.
Your Order is for either of the following: ·        one Product which is delivered in instalments on separate days. ·        multiple Products which are delivered on separate days.	14 days after the day on which you receive the last instalment of the Product or the first of the separate Products ordered. Example:  if we provide you with a Dispatch Confirmation on 1 April and you receive the first instalment of your Product or the first of your separate Products on 10 April and the last instalment or last separate Product on 15 April you may cancel in respect of all instalments and any or all of the separate Products at any time between 1 April and the end of the day on 29 April.

 

Please note that any product you return needs to be in new condition and with the original tags or packaging to be eligible for a refund or exchange. Any opened and/or unsealed packaging will not qualify for the return.

We reserve the right, at our sole discretion, to determine whether a returned product is in new condition. We will return/refund the full amount you paid less the shipping.

We may charge a deduction if we feel that the item has been subject to damaged packaging and excessive handling – this is up to 50% of the value of the item which has been returned – as the value of the item will have been reduced due to excessive damage or handling and would not be suitable for resale.

Please ensure your return is adequately packed for postage and insured to the value of the purchase price – we recommend returning in the same packaging you received the item in. You are responsible for return shipping charges and any damage that may occur in transit. If the items are lost in transit or arrived damaged to us, we will not be able to provide a refund.

 

ii. Your rights to return the goods to us will not apply in the following circumstances:

• any personalised items (with the exception of the items in this ‘Personalised items that can be cancelled or returned’ collection)
• once the Product packaging is unsealed and opened.
• where, in our opinion, you have not taken reasonable care of goods whilst in your possession and have not been returned with the original packaging.
• if Products are mixed inseparably with other items after their delivery.

 

iii. How To Return the Products

To cancel your order and return your products, you need to contact us in writing, preferably via email at hello@therockinghorsetoyshop.co.uk, where circumstances fall within the terms and conditions and time frame described in the General Return Policy section. 

Please quote your order number (which will be given in our order confirmation email) in your message and your order details (name and shipping address etc.) for us to identify your order correctly. 

Please do not send any returned items without speaking to us in advance as the return address of your items may vary depending on the products and situations.

 

iv. If you return your item we will:

• Refund you the price you paid for the Products after deducting any reduction in the value of the Products that have been caused by your handling them in an unacceptable manner. 
• Refund you the price as said above, excluding any shipping cost paid by you
• Refund to you on the credit card or debit card, or the payment method used by you to pay. 

If a Product has been delivered to you prior to your decision to cancel your order, then you must return it to us without undue delay and in any event not later than 14 days after the day on which you let us know that you wish to cancel the order.

Please contact us before organising your postage of the product for the return address as it may vary depending on the items. 

You are responsible for return shipping charges and any damage that may occur in transit. If the items are lost in transit or arrived damaged to us, we will not be able to provide a refund.

You will be responsible for the cost of returning the Products to us except where the Product is faulty. Please refer to our Faulty Items and Parts or Missing Parts section below for more details.

 

3 Faulty Items and Parts or Missing Parts

i. Faulty Items or Parts

Products are classified as faulty if they are received damaged, or incorrect product parts being supplied.

In the unlikely event that you receive a damaged or faulty item, we will give you the option of a replacement. 

Please understand, sometimes not the entire item is faulty. There may be cases where certain parts are faulty that lead to a certain level of fault or inability of using the product. If there are faulty parts on bigger items like the MJ Mark horses, or a wooden kitchen, the suppliers can offer to send out relevant parts instead of a full replacement.

Please note that damaged items as a result of wear and tear are not considered to be faulty. 

 

ii. Personalised Items

For all personalised items, we are not responsible for the fault due to incorrect information provided by you in your order for the personalisation. In such a case, it is not qualified for a refund or replacement. 

We have a selected range of rocking horses and animals, baby walkers and ride on toys (items included can be found within the ‘Personalised items that can be cancelled or returned’ collection here) that can be personalised. Please note that it is purely a free service done via vinyl name stickers, which can be removed relatively easily by hand. 

• If you provided us with the correct name but the name personalised on the product is misspelt, or accidentally placed on the wrong side of the rocking base, or we accidentally missed out personalising the name, we will provide you with a new set of vinyl name stickers for you to correct it. 
• In the incident where rare human errors occur that put the name on the wrong side of the rocking base, if you forcefully assemble the rocking horse to the wrong side of the rocking base without notifying us before assembling, we reserve our full right NOT to provide you with a replacement or refund. 
• If you have misspelt the name when requesting at checkout, we can also provide you with a new set of vinyl name stickers for you to correct the mistake. 
• This is not counted as a faulty item because the name stickers are not original product parts and the stickers can be easily replaced. It is an additional service provided by us as a gesture of goodwill. 

 

iii. Missing Parts

In the event that it is likely that you have received the item with some missing parts, such as screw kits, nails, and joints to assemble the product, please contact us immediately. 

If you used your own tools or methods to assemble the product and damage the original parts, and/or if you didn’t follow the given instructions whenever possible, we reserve the full right NOT to offer you a replacement, or refund.

 

iv. What to do

Please contact us within 7 days of receiving your order if your item has been delivered and you believe it to be faulty – we will require photos/videos of the fault. Please send these to hello@therockinghorsetoyshop.co.uk 

We will require photos/videos of the fault. Please DO NOT THROW AWAY any packaging and postage wrapping and boxes until further notice. Some couriers ask for that so they may inspect the item themselves.

Please send this evidence to hello@therockinghorsetoyshop.co.uk quoting your order number, your name, and address, details of the problem.  

Unfortunately, we are unable to proceed with a claim if photographic/video evidence is not received.  Queries placed outside of this timeframe may not qualify for a refund. If we feel the initial evidence provided is not sufficient, we will contact you to ask for more details. 

If we do receive notification within this time frame, we will normally offer an exchange for any faulty item received, or a replacement for the faulty parts, and if we have no replacement stock, you will receive a refund.

Refunds cannot be given if the fault is as a result of misuse or mishandling (such as assembling the item not according to the instructions given).

For faulty items, we may not ask for the item to be returned to us. But if we do, we will cover your return shipping cost. We can organise the delivery for you as much as possible. For example, we will set up the shipment online and send you the shipping label to attach to the parcel, or the supplier may organise a collection from your address directly. 

Sometimes we will ask our supplier to contact you to organise it to be collected to be returned to them. Your contact details will be passed onto them for this purpose.