Delivery

Products that are in stock and ordered before 2pm, Monday to Friday, will be despatched the same working day.

Weighted Lap Pads, Shoulder Wraps and other handmade products may take 3-5 working days to be despatched, if not in stock. We will endeavour to contact customers whose orders may be affected by any despatch delays.

• Delivery is FREE on orders of £45 and above within Mainland UK (excluding Highlands, Offshore Islands and Northern Ireland).
• Mainland UK delivery charges are £3.95 Royal Mail and £5.95 for Courier delivery for orders under £45. 
• Small products are sent by Royal Mail. Larger products are sent by Courier for Mainland UK next day delivery. For smaller products that are in stock and ordered before 2pm, you can now select and pay for DPD Mainland UK next day delivery at the checkout stage.
• Please note we cannot deliver to a PO Box address.
• We are currently unable to ship outside of the UK.
• Bubble Tubes - Delivery to Mainland UK only.

Our Despatch Team will arrange for all orders before 2pm to be despatched on the same day from our warehouse to our designated Courier service. Please note that the estimated delivery times are provided by the Courier and we do not have any control or influence over these. We will do our best to deliver your order on time however delivery times are approximate, and we accept no liability in respect of late deliveries. If your order is required urgently or by a certain date, please email sales@sensetoys.com and we will do what we can to meet your deadline. 

Courier Estimated Delivery Times 

• UK Mainland - Next Day
• Northern Ireland - 2 Days
• Scottish Islands (HS1-9 , IV40-51 , KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE 1-3) - 2-5 Days
• Scottish Highlands (AB36-38, AB55-56, FK17-21, IV1-39, IV52-54, IV63, KW1-14, PA21-40, PH19-26, PH30-41, PH49-50) - 3 Days
• Channel Islands - Next Day
• Isle of Wight, Isle of Man, Scilly Isle - 2 Days

Weekend and Bank Holidays

Please note that our warehouse and sales office are closed on weekends and over all UK Bank Holidays, but you can leave us a message via sales@sensetoys.com. Please bear in mind that despatch will not take place during this time so orders may take a little longer following a Bank Holiday break.

Order Status

You can check the status of your order at any time by logging into your customer account via our website. A customer account will need to be created before placing an order, to use the order tracking service.  Please read our  'How do I Place and Order?' FAQ for more information.

On Receipt of Your Order

On receipt of your order please open all packages and thoroughly check for missing or damaged products as soon as possible.  You must notify SenseToys of any missing or damaged products within 3 days of the delivery. If we are not notified of missing or damaged products within 3 days we are unable to claim from the carrier and we will be unable to refund or replace the missing or damaged products. If the packaging appears damaged and you do not have time to check the products you should sign the carrier's paperwork and add the word "Damaged".

 Non-receipt of your order must be notified to SenseToys within 7 days of notification of despatch. 

Returns

We want you to be 100% happy with your purchase, but if you find that the product is not suitable you must return the product to us within 30 days of receipt for a refund or exchange of the same or similar.

Returns of a sales product must be within 14 days of receipt.

To receive a refund or exchange, products must be returned unused, in their original packaging and with all original documentation. It is not possible for us to make a refund or exchange if the goods returned are not in perfect condition or it is obvious to us that the goods have been used. 

Is There Anything That Cannot Be Returned?

Yes. We have a small number of products that due to hygiene reasons are not eligible for returns if any of their packaging has been opened. These are:

• All Chewbuddy™ products and all other branded Sensory Chews and Bangles.
• All Putty*/Sand/PlayFoam (*unless the inner protective bag remains unopened).
• Ear Defenders and High Fidelity Ear Plugs (Silicone Sensory Ear Plugs are non-returnable due to the nature of their packaging).

Sensory Direct's Weighted Lap Pads and Shoulder Wraps

Sensory Direct's Weighted Lap Pads and Shoulder Wraps carry a ‘Lifetime Workmanship Guarantee’. If your Weighted Lap Pad or Shoulder Wrap develops a fault, please call our friendly Customer Services Team on 0345 257 0849, Monday to Friday - 09:00 – 17:00, and they will happily arrange a repair or replacement.

Returns Process

Please ensure you complete the Returns Form* with your Purchase Order Reference ( e.g. SO048123 - you will find this on your paperwork or through our sales office) when sending back your products . You will find the Returns Form with your order.   Please email sales@sensetoys.com if you need a replacement form or cannot find your reference number.  *Without a completed Returns Form it is likely to delay your refund.

Please allow up to for 14 working days for your refund to appear in your account. 

What is the Cost of Returning a Product?

Unless the products are faulty or sent in error you are responsible for the cost of returning the products to us. We recommend you use Recorded Delivery and obtain insurance, as proof of posting is not proof of receipt. Where products are not faulty or not sent in error only the cost of the products excluding postage and packing will be refunded. For further information, please contact our sales office who will be able to advise.

Faulty Products

Please contact our friendly Customer Services Team either by phone on 0345 257 0849, Monday to Friday - 09:00 - 17:00 or by emailing sales@sensetoys.com where we can advise you on our process. 

Postal Address

SenseToys, Unit 11 Great Western Business Park, McKenzie Way, Worcester. WR4 9GN