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Frequently asked questions


Which countries do you ship to?


We only deliver within the United Kingdom.

How long is the delivery time?

The delivery time is usually 2-5 workdays.

What are the shipping costs?

Delivery is free for all Mainland UK orders £40 and over. Postage for orders under £40 is £2.95.
Delivery is free for Scottish Highlands & Islands, Isles of Scilly, Channel Islands and The Isle of Man on orders over £100. Postage for orders under £100 is £19.95.

Which service provider is used for shipping?

Your ordered goods will be delivered to you by our logistics partner DPD.

What payment methods are available?

We offer the following payment methods:
•    Credit card (Visa, Mastercard)
•    direct debit
•    PayPal
Your payment will be recorded in the system immediately so that your order reaches you as quickly as possible.

Returns Policy

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (the “Regulations”), if you are contracting with us as a consumer either online or by phone, you have the right to cancel your contract (order) at any time up to 14 calendar days after the day on which you received the goods.
If you wish to return an item. Please contact our Customer Services team on 0116 478 5230 or email shop-uk@hapetoys.eu with your full name, order number, address, telephone number and the date on which your order was placed/received. We will contact you to confirm we have received notification of your wish to cancel. We will arrange collection free of charge.
As soon as we have received the return, we will credit the corresponding amount to your original form of payment within 14 days.

Have you received a defective or incomplete item?

Of course we will look into your case. Please contact our Customer Services team on 0116 478 5230 or email shop-uk@hapetoys.eu with your full name, order number, address, phone number and information concerning the damaged toy:

•    picture of the damage
•    detailed description of the damage
•    copy of invoice / receipt

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