FREQUENTLY ASKED QUESTIONS
We hope the comprehensive frequently asked questions and answers below may help to answer any queries you may have. Please feel free to call us on 01842 824505 during office hours, or email us at firstname.lastname@example.org - emails are monitored until late evening and answered promptly.
Who is www.wrappedgrottotoys.co.uk run by?
We are Andersons Wholesale, a family owned and operated business started in 1987. We have extensive experience and expertise in buying, wrapping and sending out quality wrapped Christmas toys and gifts. Our large warehouse in Norfolk is where all the toys and gifts are wrapped.
Please see 'About us' for more details.
Who do you accept orders from?
We are a wholesale business, not a retailer, and we supply businesses, event organisers, shopping centres, schools, charities, groups and organisations. You do not have to be a business to order from us - if you are part of a community or fundraising group or PTA, or you are raising funds for a cause, we can accept your order, however, we do not sell to individual members of the public wishing to buy items for their own use.
When placing an order, via the website, email or verbally, you accept our Terms and Conditions. Please read these carefully before placing an order.
Can you donate an item for my fundraising event?
We get asked several times daily to donate goods, and as a family run business, we regret we are unable to do so. This would vastly increase the cost to our paying customers. Instead, we support local charities and good causes
What is your minimum order?
We have no minimum order.
Do I need to register with you to place an order?
No-one needs to register to place an order. However, if you wish to register, it will make it quicker for you to shop next time, as your details weill be auto-filled for you. All prices are as shown, and as we are a wholesaler not retailer, they are shown ex VAT.
To buy, you simply type in the box next to the product how many you wish to purchase and click on the 'buy' button to put them in your basket, it's as simple as that - your order will build in the blue column down the right hand side. If you wish to amend your order later on, go to 'click here to edit my order button' to alter and update your order. You'll have the opportunity at the checkout to put any special notes or instructions regarding your delivery, ie the latest date you require the order by, shopping centre opening times, or directions to a hard to find address.
How are the toys wrapped and packed?
All wrapped toys and gifts are wrapped in our UK warehouse by experienced and careful wrappers. They use age and sex appropriate paper and label toys with the age suitability of the child. Your orders are then packed in a variety of boxes according to their size and weight. To protect the environment, and to keep costs down as much as possible, we use recycled packaging wherever we can. So if you think your box has been used before, it probably has!
We have tens of thousands of items in the Toys in the Wrapped and Ready to Go and Budget Toys section and all of these are indeed, wrapped and ready to go! However, the items in the Individual Toys section are wrapped to order, so please allow plenty of time if ordering these.
How much will it cost for delivery of my order and how long will it take to arrive?
Free carriage is offered on all orders over £250.00 excluding VAT, to UK mainland addresses including the Highlands and Scottish Islands and Northern Ireland. Under this amount, carriage is just £10.00 inc VAT regardless of the order size.
We regret we cannot offer free carriage to the Channel Islands, Scilly islands, Isle of Wight or Isle of Man due to the high cost of delivery to these areas.
If you are in any of these areas, or overseas, please call or email us for a quote for delivery. Please note, delivery costs are calulated by both weight and volume, so may only be approximate when quoted.
We process orders as quickly as possible but please allow plenty of time to order for your toys to arrive before your event starts. Replenishment orders are sent very quickly, as we do not want Santa to be without toys to give to the children! But as stated above, some toys are wrapped to order.
We use a reliable and fast courier service and UK mainland orders usually arrive the next working day after dispatch. Please allow up to an extra 3 working days for Highland and Island orders. Overseas orders can take several weeks to deliver at peak times, so please allow penty of time if ordering.
What type of payments do you accept and is your server secure?
We accept credit and debit cards, PayPal, BACS and cheque payments. All card payment are handled by a 128 bit secure encrypted server and for enhanced customer security, we use the 3D secure payment processing system Sagepay, the premier online server. We do not see or store card details.
As we eed to wait for cheque or BACS payments to clear before we can despatch orders paid for by these methods, so we suggest customers pay by credit or debit card if in a hurry for orders.
When paying by card, initially the amount of your order is only pre-authorised by your bank. If, as occasionally happens, an item is out of stock and we need to adjust your invoice, then we only actually release the correct amount of funds. So though if checking your online statement you may see one amount initially, the amount actually charged to your card and shown on your invoice may change, as when we dispatch your goods and send you the invoice at the same time by email, the final amount actually charged is adjusted down to reflect any goods not charged for.
We cannot take more than the amount pre-authorised on your card, we can only adjust your final amount down, so if you wish to add to your initial order we will add the extra goods on and arrange to take another payment
We can only dispatch goods after a payment is made, so if selecting to pay by cheque or BACS please send the payment as soon as possible, and then allow 3-5 working days for your payment to clear before we can dispatch your goods. If we don't receive a payment within 14 days of you placing your order we will cancel it, as you may be tying up stock other people may wish to order.
We can only send goods to the address we receive on your order.
Please note, when making payment by Paypal*, you wuill not be given the option on our system to select a different delivery address(es) to those you have already registered with Paypal.
This measure is not put in place by us, but by Paypal to protect their customers. If you wish goods to be sent to a different address other than your home address or those you have already registered with PayPal (I.E A WORK ADDRESS OR SCHOOL) you must add more addresses to your PayPal account first, and then select the address to which you wish the goods to be sent .
*Please note if an incorrect address is given to us, there may be extra charges incurred if goods need to be redelivered by our couriers.
I'm buying goods for a charity event, can I buy them VAT free?
We cannot supply these goods VAT free. HM Revenue and Customs require us to charge all customers VAT on all applicable goods and issue a VAT invoice. It is then up to the customer to reclaim the VAT if they are able to. Please see the HM Revenue and Customs guidance pages regarding charitable purchases.
Can I have my order delivered to a different address or left in a safe place?
Yes, goods can be delivered to a different address, and it is often it is easier to have goods delivered to a work address, as some-one will need to be available all day on the day of delivery.
Please see the important note above, if paying by PayPal.
If the delivery address is different to the ordering card-holder's address, we may undertake enhanced security checks to protect the card-holder.
You may give us instructions to leave goods in a safe place ( i.e in a porch or with a neighbour) but when doing so, we cannot be held responsible for these goods if they go missing. Please note however, we are unable to deliver to empty buildings, PO BOX addresses or anywhere goods cannot be left securely.
I've navigated away from the website by accident, or need to check my order with someone else before paying.
Don't worry - as long as you have cookies enabled, if you return to our website using the computer you were building the order on, your order will still be there, as orders stay available and able to be altered and completed for up to 14 days. Under certain circumstances, we may be able to see the order you started building on our system too, and help you complete it through to the payment stage, particularly if you have entered your email address.
What can I do if I can't find a particular item, you are out of stock of an item I need, or I am being told I can only order a certain number of an item?
Our automated stock control system will only allow orders to be placed for the amount of an item we actually have in stock - however, we have stock deliveries daily, so please do contact us. It may be we have just received replenishment stock and can offer you more of the item you wish to buy than the automated sytem shows, or we may be soon due to receive a new item you wish to purchase.
Can I add to an order once I've placed it?
Orders are processed and sent out as quickly as possible once they are received. If you wish to add to your order please contact us as soon as you can to let us know - preferably by phone to ensure the message is received and acted upon swiftly - before placing the subsequent order.
If your first order hasn't already left us, you can then place a further order and we can combine the 2 orders, refunding any excess carriage costs paid. However, if the order has already left us then unfortunately, you will need to pay for carriage on any further orders you place if applicable.
We prefer all orders to be placed via the website as this both reserves the stock for you and processes your payment automatically. Please add in the special instructions section on your subsequent order - even if you have already spoken to us by phone - that you wish to combine it with another already placed, and give us that order number too. If you experience any difficulties and wish to speak with us we can usually sort arrangements out for you by phone, and take a manual card payment - we're very friendly!
I'm not very good with computers - can I come to the warehouse to shop instead, or place my order by phone?
If you'd like to call to discuss your requirements, please call our friendly team on 01842 824505 or email email@example.com with your details and a convenient time for us to call you, we'd be happy to discuss your needs and budget.
We are not a cash and carry, and we regret we cannot accept visitors to our busy warehouse.
My order is later arriving than I expected, what should I do?
Once dispatched, most orders sent to UK addresses arrive the next day, though during very busy seasonal times, or after a bank holiday, they can take considerably longer.
We can't offer timed deliveries, and we find that many people who contact us saying their goods haven't arrived had 'just popped out,' maybe to the shops, or to take the children to school, when the courier attempted to deliver their parcel! Or the parcel may have been signed for and left with a family member, colleague or work receptionist.
We can track a delivery from the time it leaves us and tell you who signed for it and at what time.
So before calling us, please check whether you've received a card through your door asking you to rearrange a delivery time with your local depot, or if a friend or colleague has accepted your delivery on your behalf.
If a delivery is rearranged and you fail to be in a second time, or you haven't made contact with the depot within 3 days of the card being left, the goods may be returned to us, and there will be a further delivery charge to send them to you again. If instead, we offer to refund you, we cannot refund any carriage charges incurred, including those we are charged for having the goods returned to us.
Can I return an item ?
We cannot accept any wrapped or seasonal items for return unless faulty. Please see our Terms and Conditions page regarding this.
Why are your prices shown excluding VAT?
Andersons Wholesale trading as www.wrappedgrottotoys.co.uk is a wholesale business not a retail organisation. Companies showing prices which include VAT are usually selling to the general public rather than trade. We do not sell to indivdual members of the public. Items purchased and carriage are subject to the addition of VAT at the current rate of 20%.
What do the prices in the box under the product mean?
We list the price for a single item in the quantity in which it is sold. If you purchase larger quantities of an item, you can take advantage of the price breaks available to you. These are shown in the boxes beneath each item. Quite simply - the more of a particular item you order, the cheaper it becomes!
For example,a singlefrom our Budget Range is £1.30 ex VAT, if you buy 200, each toy comes down to just £1.00 each.
Can I use images from your website?
Only customers purchasing from us are permitted to copy and/or use any images from our website. We allow you to use images only of the items you have purchased from us.
I've spotted an error in an image or description....
Then please do get in touch! We try to describe and show our products as accurately as possible, but very occasionally, errors occur. Please help us to lessen these occurrences by telling us if you do spot a mistake.
Do your items carry CE labels?
Where appropriate, our items contain the required CE labelling.
How can I tell the age suitability of an item?
Unless specified, all toys are unsuitable for chidren under 3 years of age.
Can you send me a brochure?
We are an online wholesaler. Stock changes too frequently for us to produce catalogues, and not doing so helps us to keep costs as low as possible.
The savings we make not producing brochures mean we are able to supply goods at the most competitive prices possible! This enables our customers to make the most amount of profit for their business or good cause.
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