Frequently Asked Questions

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Frequently Asked Questions

Customer Helpline: 01225 783280

Here you will find answers to most common questions.
If you have any questions that are not answered by the FAQ or any other page on the site, then please get in contact with us and we will get back to you as soon as possible.

Shopping online

	How do I buy items from your website?
	How do I pre-order an item?
	How can I pay for my order?
	Which credit cards do you accept?
	How can I pay by bank transfer?
	Is my credit card information secure online?
	How will I know whether or not my order went through?
	What is your return policy?

Delivery Questions

	How are my products delivered to me?
	How much is delivery?
	How fast is my order processed?
	What if there is nobody home when my order is delivered?
	Do you have a shop ? Can I buy your products in the store?
	International Orders?

Discount Coupons

	I have a discount coupon. How can I use it ?
	How many times can I use my coupon?
	Can I give my coupon to somebody else ?

Shopping online

How do I buy items from your website?

Shopping on DuncansToyChest.co.uk is simple and safe. Click the "Add to Basket " button next to the item you would like to order, and item will be added to your shopping basket, where you can later adjust quantity or remove items.

To complete your purchase: Press "Checkout " ( under basket subtotal) or "Checkout" ( top right of page)
To remove an item from your basket: Either click the x next to the item in your basket or, Click the "My Basket " link at the top of the page then click the bin icon next to the item, then continue shopping or go to checkout.
To add more of a particular item type the amount in the "Qty" then click "Update Shopping Basket "

How do I pre-order an item?

There are two main ways to either pre-order and item or to be kept informed of its arrival. (remember you can always call our sales office on 01225 783280

How can I pay for my order?

You can pay for your order by Credit Card (Visa, Master card), or with your Debit card (Solo, Visa, Maestro), or by Cheque.

To pay by cheque select "Cheque / Money Order " at checkout. Fill out your details then print out the confirmation invoice once checkout is complete. Attach a cheque or postal order to the invoice and send it to us at - Duncans Toy Chest, Unit 13 Midlands Ind Est, Holt, Trowbridge, Wiltshire, BA14 6RU.

Which credit cards do you accept?

At present, we accept MasterCard, Solo, Visa, Maestro and Purchasing.

How can I pay by bank transfer?

We no longer accept payments by bank transfer.

Is my credit card information secure online?

Absolutely. We use SSL (Secure Socket Layer) encryption to ensure that the information is safe from anyone trying to intercept it.

How will I know whether or not my order went through?

At the time you place your order, a thank you letter will be emailed to you with a information about your order

What is your return policy?

If you take delivery of a package from us and the contents have been damaged in transit, we will exchange the damaged items without charge to you, provided you return the damaged item(s) to us within 30 days of taking delivery.

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Delivery Questions

How are my products delivered to me?

For local deliveries in the UK
We send most orders using Royal Mail, We no longer offer a choice of 1st or 2nd, but most items are sent 1st class.

Some deliveries can also be sent via Courier, including most orders weighing over 2kg.

International delivery:

International deliveries are sent by Airmail.

How much is delivery?

See our delivery page for more information and prices

How fast is my order processed?

Orders are processed and picked for delivery within 24 hours. Courier service will then deliver the order within 3 working days.

Some items take 3 - 5 days to be sent. You can check the delivery time of your items by checking the "Stock Availability" column on each item.

Just to let you know that whilst most items arrive with our customers within the estimated delivery times, Royal Mail delays do occasionally happen. So we'd ask you to wait for a period of 14 days for UK deliveries, and 21 days for overseas deliveries before contacting us to report a missing delivery.

What if there is nobody home when my order is delivered?

Deliveries are done between 9:00 a.m. and 5:00 p.m. from Monday to Friday.
Courier will make 1 attempt to deliver the package to your specified shipping address. If a delivery fails because there is nobody to sign for the parcel, the courier will leave a note in your postbox informing you about delivery attempt. After that you can pick up your order from the post office (address will be provided on the note)

Our couriers deliver to offices as well, so if you are at your work place between 9:00 am and 5:00 p.m. you can specify your work place as a delivery address.

Do you have a shop ? Can I buy your products in the store?

We currently do not have a shop

International Orders

Orders can be placed and paid from anywhere in the world.
For deliveries in EU, the cost of the shipping depends on the weight of the ordered items. You will see exact cost of shipping for your order during checkout, where it will be calculated based on the weight of the items.

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Discount Coupons

I have a discount coupon. How do I use it?

Using your DuncansToyChest.co.uk discount coupon is very easy - just enter your Coupon code in the field on the basket page. Here are detailed step-by-step instructions:

If you are having any difficulty using your coupon, contact us quoting the coupon code and will be happy to provide you with details.

How many times can I use my coupon?

We have several types of coupons with different expiry dates and application times. Terms for each coupon are displayed on the coupon under the Coupon code.
If you are having difficulty with coupon terms, contact us quoting the coupon code and will be happy to provide you with details.

Can I give my coupon to anyone else?

Absolutely. You can use your coupon yourself and/ or pass it to somebody else. You can simply e-mail the coupon code to your friends (that's all they need to use the coupon).
You and your friends can use the same coupon several times. (Please see coupon for expiry date)

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Privacy and Security

DuncansToyChest.co.uk is committed to ensuring the security and privacy of all its web site visitors and customers.

Security:
Our site utilizes Security Sockets Layer (SSL), an advanced data encryption system designed to ensure the security and confidentiality of information exchanged between your browser and the OldenWisdom.com e-commerce server. All of your personal information, including credit card numbers, is encrypted and then transmitted from your browser to our e-commerce system securely.

Privacy:
We will not provide any personal identifying information about you to any other company without your specific knowledge and prior consent.

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WEEE Regulations

The Waste Electrical and Electronic Equipment (WEEE) Directive is now U K law. The legislation aims to make producers pay for the collection, treatment and recovery of waste electrical equipment. The regulations also mean that suppliers of equipment like high street shops and internet retailers must allow consumers to return their waste equipment free of charge.

The amount of WEEE we throw away is increasing by around 5% each year, making it the fastest growing waste stream in the UK.

Distributors of new Electric and Electronic Equipment (EEE) have a part to play in reducing the amount of WEEE going into landfill sites.

DuncansToyChest are obliged under these regulations to offer our customers free take-back of their WEEE on a like-for-like basis when you buy from us a new Electrical or Electronic product.

For example, if a customer bought a new Controller from us we would accept their old Controller and prevent it going into a landfill site by disposing of it safely. Customers must return their WEEE item to us within 28 days of purchasing their new item.

If you wish to return your WEEE item, please contact us at the telephone number / E-mail address below:

help@duncanstoychest.co.uk 01225 783280

Under the WEEE Regulations, all new electrical goods should now be marked with the crossed-out wheeled bin symbol shown below:

Goods are marked with this symbol to show that they were produced after 13th August 2005, and should be disposed of separately from normal household waste so that they can be recycled.

Much of the UK’s WEEE ends up in landfill, where the lead and other toxins it contains can cause soil and water contamination. This can have a harmful effect on natural habitat, wildlife and also human health.
Many electrical items that we throw away can be repaired or recycled. Recycling items helps to save our natural finite resources and also reduces the environmental and health risks associated with sending electrical goods to landfill.

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