Frequently Asked Questions

Do you offer a gift-wrapping service?
Yes we offer a gift-wrapping service and will include a hand-written message on your behalf. To request gift-wrapping for an item, remember to tick the box just before you add the item to your shopping basket. Please see our Gift-Wrapping page for further information.

How do I use a gift voucher?
If you are the lucky recipient of a gift voucher please use the unique code on the gift voucher at the checkout. The value of your gift voucher will be automatically deducted from your final total at the end of your transaction.

What if I don’t want to spend the full amount of my voucher at once?
No problem. Simply spend what you want to and retain your voucher. The remaining balance on the gift voucher will be calculated and you can use the balance for your next order.

How do I redeem a discount code?
If you have been given a discount code, simply shop as normal, then enter the code in the Code Box at the point of checkout. The value of your discount code will be calculated and automatically deducted from your final total before you pay. Unless specified the voucher cannot be redeemed against the cost of P&P.

Do you offer discounts for schools, groups, childminders, nurseries and the like?
We are delighted to offer discounts for schools, groups, childminders, nurseries and other individuals who place large orders with us. We can also invoice your school, organisation or nursery for school supplies on a 30-day credit account. Give us a call and we’ll be happy to discuss your requirements.

I have been notified that part of my order is out of stock, what happens now?
Whilst we do our very best to maintain our stock levels and receive new stock deliveries weekly, there are occasional unpredictable stock level fluctuations. If you have been notified that an item is out of stock after you have placed your order, you have the choice of either cancelling that item or having the item sent on once we have it back in stock (this is usually within the week). If you chose to have the delayed item sent out there will not be an extra charge for postage and packaging.

In the event of items being out of stock, we will dispatch the rest of your order immediately and contact you to discuss your preference regarding the items in question.

How much is your P&P?
Please see our Deliveries and Shipping page for up to date information.

Do you ship outside the UK?
Yes, we ship overseas, including the USA. Please bear in mind that due to the extra distance, there will be an added delay in getting your order to you, so do plan in advance, especially around the Christmas season. Please see our shipping page for rates.

What delivery company do you use?
It depends upon the size and weight of the parcel and its destination. We aim to provide the best possible service, so use a mix of Royal Mail and courier services.

How quickly is an order dispatched?
We aim to dispatch your order within 48 hours of receiving it. We are usually faster than that but can be very busy in peak times such as Christmas, so please be aware and leave plenty of time to avoid disappointment. We dispatch orders daily Monday – Friday inclusive.

Can I have my order shipped to a different address?
Yes, you can have your order sent to a different address to the billing address. You can make these changes during the checking and payment process. We cannot split an order between two addresses; you will need to place a separate order for each delivery address.

Do you offer a faster delivery service?
Yes, if you would like your order delivering fast, you can choose our 24hour delivery option. The cost of each of these delivery services is stated at the point of choosing ‘shipping’ during the checkout process. The cost of delivery will be automatically added to your final bill at the point of payment.
The tracking number for the courier parcels will be emailed to you once they have been dispatched.

How do I return an item?
The distance selling rules laid down by Trading Standards binds Grasshopper Toys Ltd. In this respect you are entitled to return goods within seven days of receipt for a full refund if they do not suit your needs. This does not include the cost of return postage.

Can I cancel my order?
If you change your mind after placing your order and wish to cancel, you may do so. As we try to dispatch as fast as possible, your order may be dispatched as quickly as an hour after you have placed the order. Once an order has been dispatched we cannot accept a cancellation. You must therefore email or call as soon as possible.
Should your order have already been dispatched your request for a cancellation will not be accepted and will be treated as a return which will incur a £4.90 charge for postage and packaging. Please also note that we cannot refund any costs you may incur for returning unwanted items to us.
Cancellations received before despatch will not incur a fee or handling charge.

What happens if my item goes missing in the post?
With the best will in the world, items can go missing in transit. We do our very best to offer you the best service we can in such a scenario, but request your patience whilst we work out where the parcel has gone to. Where an item simply cannot be traced we will refund or replace a missing item, but we reserve the right to wait the statutory 15 days required by Royal Mail before a claim for lost mail is made. This may affect how quickly you receive your refund or replacement.

What happens if the item I am returning to Grasshopper Toys Ltd goes missing in the post?
If you are returning an unwanted or faulty item to us, please request a proof of postage from your post office. We cannot be held responsible for items lost during return to us.

Are you VAT registered?
Yes Grasshopper Toys Ltd is VAT registered.
Our VAT registration number is:  GB 917678774. We charge VAT at the standard rate of 17.5% where applicable.

If you are an organisation or school who requires a VAT receipt, just let us know and we will be happy to provide a VAT receipt for your order.

Trades Descriptions
We have taken every care to ensure that pictures and descriptions of the goods we offer for sale are accurate. Natural variations in colour and design may occur, this is especially true of wooden and painted products. All sizes and weights are approximate.