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Customer Services

We hope that you will find our selection of toys and games inspiring and find our website quick and convenient to use. Your privacy and security are also extremely important to us.

We hope that the following sections contain all the information you may require while shopping with us. However, if you still have a question or would like to make a comment about our products or your shopping experience with us please contact us - we would love to hear from you!

Click here to go to our 'Contact Us' page.


Toy safety

All our toys conform to European Safety Standards and bear the CE mark. Many also confirm to more stringent European and American standards. Some products, often because they contain small parts, are classified as suitable only for children over 36 months. However, many of these will provide excellent play value for children under this age with adult or older child supervision. These we have marked for your guidance.


Privacy and Security

Privacy of our customers
We place high priority on maintaining your privacy and will never release your details to third parties for marketing or direct mail purposes.

When you make a purchase from our website, we collect certain personal information from you in order to process and deliver your purchase. The information we collect, for example: your name, email address, delivery address and phone number will be processed on secure servers and will never be disclosed to third parties.

We comply with all applicable Data Protection and Consumer Protection legislation, and will always treat all your personal information as fully confidential.

In order to process your payment in the most secure and efficient manner we use Pay Pal.

Order Information

How to place an order
You can place an order via our secure website or by phone or even by mail.

To place an order by phone please call us at the shop on 01543 26 30 40 during our working hours: 9:30 to 17:00 Monday to Saturday and on Sundays 11:00 to 16:00.
To place an order by post please write to us at: Customer Service, Explore! Learn! Create! 26 Market Street, Lichfield, Staffordshire, WS13 6LH

How to use a promotion code
Add products to your basket in the usual manner. When you ready to proceed to the Checkout enter your Promotion Code in the Promotion Code box situated directly underneath your Shopping Basket. The relevant amount will be deducted from your total.

How to change or cancel an order
If you wish to change or cancel an order please contact us at the shop at your earliest on 01543 26 30 40 between 9:30 am and 5 pm Monday to Saturday and on Sundays 11am to 4pm.
Outside these hours, please send us an email to sales@explorelearncreate.co.uk. Please have the order number and date the order was placed to hand if you are calling and include it in your email. We will do our best to change or cancel your order unless the order has already been shipped to you.
If your order has already been shipped or products have already been delivered, then you will need to follow our returns procedure.

Payment Information
In order to process your payment in the most secure and efficient way we use Pay Pal. You need a Pay Pal account to use this method of payment and Pay Pal will set up an account for you as part of the paynment procedure if you do not have one already.

We also accept orders and payments by credit or debit cards over the phone during our shop opening hours.
Monday to Saturday 9:30 to 17:00 and on Sundays 11:00 to 16:00.
We will always notify you when your order has been shipped.

Delivery Information

We aim to despatch all orders received before 9 am Monday to Friday on the same day (subject to stock availability) except during very busy periods. Orders placed after 9 am on a Friday or over the weekend will be despatched on the following Monday. We have several delivery options, depending upon the destination and the urgency of your order.

FREE DELIVERY ON ORDERS OVER £75

We offer Free Standard Delivery to Mainland UK for orders over £75.

Standard Delivery Mainland UK - £4.99
Aims to reach you within 3 to 5 working days of your order.
Orders containing bulky items and/or items of high value may be sent by courier & will need signing for.

Express Delivery Next Working Day Mainland UK - £12.99
For next working day Express Delivery, orders must be placed before 9 am Monday to Friday and will be delivered on the next working day. For next day delivery on orders placed during the weekend or after 9 am on Friday, items will be delivered on the following Tuesday. Please note that a signature will be required upon receipt.

Please note that deliveries to the Scottish Highlands and Islands are not covered by the above delivery charges and options. The charges for deliveries to Scottish Highlands and Islands will depend on the size and weight of the item/s and will usually take slightly longer than UK Mainland deliveries, and Express Next Day Delivery cannot be guaranteed next day. Please contact us for delivery charges if you want your order to be delivered to such an address.

Deliveries to multiple addresses
If you'd like to have items sent to separate addresses, please complete a separate order for each address. Separate delivery charges will apply to each address.

What if I'm not in when you deliver?
Deliveries will usually be made on Mondays to Fridays between 9am and 5.30pm. If you or the intended recipient are not available, each time an attempt is made, our courier will leave a card at the delivery address confirming that they have tried to deliver. Follow the instructions on this card to rearrange delivery or to collect your products.

Returns, Exchanges and Refunds Information
We hope you will be pleased with your purchase. Should you wish to return anything bought from us, we will be happy to refund or exchange a product provided it is in fully re-saleable condition. Returns should be made within a reasonable time (usually 10 days) and in original, undamaged packaging.

If we find that the product has not been returned to us in fully re-saleable condition, we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount.

We will refund the price of the item to the purchaser or exchange the product once it is received by us. A refund of the delivery charge will be given in the instance of incorrect, damaged or faulty goods.

None of the above conditions affect your statutory rights when goods are faulty, or not as described.


Please send items you wish to return to:
Explore! Learn! Create!
26 Market Street
Lichfield
Staffordshire
WS13 6LH

Please ensure that you complete and enclose our Returns Form. We also recommend that you obtain Proof of Posting from the Post Office or send your returns by recorded delivery, because we would be unable to issue an exchange or refund for items lost in the post.


How long will it take to receive a refund from returned products?
The product you wish to return must be in a saleable condition in its original, undamaged packaging, and we will consider the overall condition of the product being returned when making a refund. We will refund the price of the item to the purchaser or exchange it as soon as it has been received and checked by us. The refund will be processed by Pay Pal. We will always notify you when the refund is made.

A refund of the delivery charge will only be given in the instance of incorrect, damaged or faulty goods.
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