We want to give our customers peace of mind that all eligible products purchased between 1st November 2024 and 25th December 2024 can be returned or exchanged until 31st January 2025.

Customers simply need to return the product(s) in their original re-sellable condition
together with the completed Returns Form.

Please note this excludes reporting missing or damaged products which must be
reported within 3 working days, so please ensure you open and check your order when it arrives.

 

We are able to take your calls Monday to Friday from 09:00 - 17:00.

You can call us on: 0345 257 0849.

You can email us on: sales@sensetoys.com.

Our postal address is:

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

We look forward to hearing from you.

We close our warehouse and sales office over the weekend and all UK Bank Holidays. Please bear in mind despatch will not take place during this time so orders may take a little longer following a Bank Holiday break.

The best way to place an order is by creating an account via the 'Account' tab on our website. Creating an account is quick and easy and will allow you to track your order. Alternatively, add products to the basket and you can checkout as a guest.

Payment methods:

• Debit or Credit Card
• PayPal
• Apple Pay
• GPay
• Shop Pay

Prefer to speak to a member of our Sales Team? Then give us a call on 0345 257 0849 to place your order over the phone. Orders can be placed between the hours of 09:00 - 17:00, Monday to Friday.

Yes, we accept Purchase Orders from Schools, NHS, Charities and Healthcare Professionals. A minimum order of £25 including VAT and postage applies.

Schools and NHS customers qualify for an instant £1000 credit account within 30 days.

If you require a larger credit limit, please email our Sales Team.

• The quickest way to place a Purchase Order is via our website. Simply enter your official Purchase Order Number at the checkout and once approved your order will be released.
• There is a minimum order of £25 including VAT and postage.
• An invoice will be sent to you on despatch.
• Free delivery on orders over £45 is available on online orders only for Mainland UK) delivery.

Alternatively, you can send a Purchase Order to sales@sensetoys.com.

A delivery charge of £5.95 will be applied to emailed orders.

Please note we do not accept Purchase Orders over the phone.

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.

Orders before 2pm Monday - Friday

• Products that are in stock and ordered before 2pm, Monday to Friday, will be despatched on the same working day. 
• Orders are sent by Courier for next day Mainland UK delivery. Very small products are sent by Royal Mail.
• 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.

Sensory Direct's Handmade Products

Weighted Shoulder Wraps, Lap Pads and other handmade products may take 3-5 working days to be despatched if not in stock.

Despatch Delays

We will endeavour to contact customers whose orders may be affected by any despatch delays.

Please note that we close our warehouse and sales office over the weekend and all UK Bank Holidays and Christmas Eve through to New Year. Despatch will not take place during this time.

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 an Order?’ FAQ for information on how to do this.

• Delivery is FREE for online 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 service. For smaller products that are in stock and ordered before 2pm, you can select and pay for DPD Mainland UK next day delivery at the checkout stage.
• Some larger products may be delivered directly from the manufacturer.  Delivery times may vary.  Please contact us for delivery dates.
• Please note we cannot deliver to a PO Box address.
• We are currently unable to ship outside of the UK.
• Bubble Tubes -Delivery Mainland UK only.

For more information on delivery times, please review the ‘Courier Estimated Delivery Times’ FAQ.

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 listed below are provided by the Courier and we do not have any control or influence over these.

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

Returns Policy

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

We advise that on receipt of your order you should open all packages and thoroughly check for missing or damaged products as soon as possible.

If your order arrives and products are missing or damaged, we are very sorry. To help us resolve your problem as soon as possible you must report any missing or damaged products within 3 days of the delivery. The best way to do this is by calling our Friendly Customer Services Team on 0345 257 0849, during the hours of 09:00 – 17:00 - Monday to Friday.

If we are not notified of damage within 3 days we are unable to claim from the carrier and we will be unable to refund or replace the missing or damaged items. If the packaging appears damaged and you do not have time to check the goods you should sign the carrier’s paperwork and add the word "Damaged".

If you have not received your order we understand how frustrating this can be, but rest assured we will do our best to resolve the issue for you. To help us resolve your problem as soon as possible you must report the missing delivery within 7 days of notification of despatch. The best way to do this is by calling our friendly Customer Services Team on 0345 257 0849, during the hours of 09:00 – 17:00 - Monday to Friday.

Our Gift Vouchers are digital (known as eGift Vouchers) and are sent via email to the recipient.  You will not receive a physical Gift Voucher.

Our eGift Vouchers can only be purchased online and are available from £10 to £100.

Click here to purchase eGift Vouchers.

Your eGift Voucher is valid for 2 years from purchase.

Once your eGift Voucher expires it can no longer be used, and any remaining balance will be lost.

You will not be notified of your expiry date.

Sometimes emails can be blocked by spam filters.  If you haven’t received your eGift Voucher, please check your junk email folder.

It is easy to subscribe.  Simply scroll to the bottom of the page you will see a box requesting you to enter your email address - add you email to this box and click the subscribe button.

If you wish to unsubscribe at anytime, please see our ‘How do I Unsubscribe?’ FAQ.

You can unsubscribe at any time in the following ways:

• Click the unsubscribe link contained at the bottom of any marketing email we send to you and following the instructions which appear in your browser once you have clicked on that link.
• Sending an SMS message containing only the words “OPT OUT” in reply to any marketing communication we send by text message; or
• Sending an email to sales@sensetoys.com asking that we stop sending you marketing communications or by including the words “OPT OUT”.

Weighted Lap Pads and Shoulder Wraps apply a weight and deep touch pressure that children, teenagers and adults with sensory integration issues find soothing and calming.

The weight stimulates the touch receptors in the muscle joints and ligaments which benefit those with a poor proprioceptive sense (sense of body position).

The weight provides a grounding effect giving the user an improved awareness of their body, which in turn helps relaxation and sleep.

SenseToys have a complete range of Sensory Chews suitable for children and adults from mild to aggressive chewers. We understand that there is no ‘one-fits-all’ when it comes to Sensory Chews so we offer a complete range of varying strengths, colours, shapes and even some that provide additional sensory feedback – there’s something for everyone.

To choose the correct Sensory Chew, we recommend the following steps:

1. Consider the chewing habits of the individual. Some of our Sensory Chews are finished in a softer material which wouldn’t be suitable for an aggressive chewer.
2. Does the individual respond better to certain textures? We have a range of Sensory Chews with different finishes such as smooth, dimpled or ridged – great for additional Sensory feedback.
3. Weight is also an important consideration – Some of our Sensory Chews can be worn on the wrist, and when doubled up, provide a comforting weight to the individual.
4. Colour – We have a range of bright primary colours to choose from.
5. Age – Some of our Sensory Chews are discreet and more appropriate for young adults or those wanting to wear something more subtle.
6. Consider where the Sensory Chew will be worn – We have Sensory Chews suitable for wearing on a safety lanyard around the neck or on a wrist.

Safety is of great important to us, so all our Chewbuddy™ Sensory Chews are:

• Tested for compliance with all relevant safety standards (including phthalates and BPA).
• Made from medical grade materials – NO phthalates, PVC, BPA or Latex (so safe to chew).
• CE marked (quality assurance).
• Can be sterilised or cleaned by popping in the dishwasher.
• Provided with a detachable safety lanyard so the Sensory Chew can be worn around the neck.

We recommend that Sensory Chews are used under adult supervision.

Prefer to speak to someone? Then why not call our friendly Customer Services Team on 0345 257 0849 , Monday to Friday – 09:00 – 17:00.

A wedge cushion or wobble cushion can help to improve posture, build core strength and encourage “active” sitting.

This can help children sit and stay focused for longer. As body awareness is improved, the need to fidget is reduced.