Frequently Asked Questions
How do I contact you?
We are open Monday-Friday 0900 - 1700.
We are closed all UK Bank Holidays. No despatch will take place during this period.
You can call us on: 0345 257 0849
You can email us on: firstname.lastname@example.org
We look forward to hearing from you, the SenseToys Team.
It is very easy to place an order with us! You can shop online and make your order using our website, or if you wish you can also order by phone and email.
Online: Explore our products at www.sensetoys.com, select the products that you need and add to your basket. On checkout you can chose to pay using Shop Pay, PayPal, GPay or Card. If you create an account you can save your details for an even easier shop.
By Phone: Simply call 0345 257 0849 and we will be happy to take your order over the phone.
By email: email us at email@example.com and we will process your order and send you an invoice.
Yes, we accept Purchase Orders from Schools, NHS, Charities and Healthcare Professionals.
The quickest way to place a Purchase Order is via email. Send your order with a PO reference to firstname.lastname@example.org.
Once approved, your order will be released. An invoice will be sent to you on despatch. You have 28 days to pay your invoice.
Please note we are unable to accept Purchase Orders over the telephone.
Products that are in stock and ordered before 11am, Monday to Friday, will be despatched the same working day.
Weighted Lap Pads and Shoulder Wraps and other handmade products may take 2-3 working days to be despatched, if not in stock.
Small items are sent by Royal Mail Recorded Delivery. Larger items are sent by DPD for next day delivery.
*Please note that we close our warehouse & sales office over all UK Bank Holidays, you can leave us a message via email@example.com. Please bare in mind that despatch will not take place during this time so orders may take a little longer following the bank holiday break.
Do you accept Returns?
We want you to be completely happy with the goods you have purchased from SenseToys.
If you are not 100% satisfied with the goods you have purchased you may return them within 30 days of receipt for a refund or exchange. To receive a refund or exchange, goods must be returned unused, in their original packaging and with all original documentation.
Putty/ Sand/ Clay/ PlayFoam – due to hygiene reasons these products are not eligible for returns unless there is a fault with the product.
Sensory Oral Chews / Chewbuddy’s – cannot be refunded where the packaging has been opened.
The Sensory Direct Weighted Lap Pads & Shoulder Wraps carry a ‘Lifetime Guarantee’. If your Weighted Lap Pad or Shoulder Wrap develops a fault, please call our friendly Customer Services Team on 0345 257 0849, 09:00 – 17:00, Monday to Friday and they will happily arrange a repair or replacement. Alternatively email us on firstname.lastname@example.org.
Refunds for goods which are returned used, in an unsaleable condition or after 30 days will be at the discretion of SenseToys.
Please ensure you complete a returns form when sending back your goods - this is sent with your order. Please email email@example.com if you need a replacement. Without a completed form your refund may be delayed.
Shortages & Non receipt
Shortages and breakages must be reported to SenseToys within 3 days of receiving your order. Non receipt of an order must be reported to SenseToys within 7 days of notification of despatch.
SenseToys, Unit 11 Great Western Business Park, McKenzie Way, Worcester. WR4 9GN
I've not received my order or my order has arrived and items are missing - what do I do?
If your order arrives and items are missing or damaged, we are very sorry. To help us resolve your problem as soon as possible you must report any missing items or breakages within 3 days of receiving the order. 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 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 following the 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.
Please allow 10 working days for your refund to be processed.