Toyville — store policies

Delivery:

We are currently posting orders to all areas of mainland UK. Delivery costs £3.99 on orders under £50 and is free on orders of £50 or more.

Please order by 6pm on Thursday 18th December for pre-Christmas shipping. Orders are sent by Royal Mail Tracked 24.

Parcels are usually sent by Royal Mail Tracked 48. Please be aware of this when posting your order.

Returns Policy

If there is a problem with your order please give us the chance to put things right.  We want our customers to be happy and should be able to quickly resolve any issues.

If you change your mind for any reason, you may return any part of your order to us within 30 days of receipt, provided they are in a saleable condition and in the original packaging. You will be responsible for paying return costs and we recommend that you use a recorded form of delivery. Please send your returns to Toyville, 9 North Street, Bedminster, Bristol, BS3 1EN.

Very occasionally orders get damaged in transit or contain faulty items. We will of course put things right as quickly as possible. Please contact us on 0117 985 3515 or [email protected] to arrange a refund or replacement. Faulty items must be returned within 30 days and we will refund the cost of your return postage.

Please see our full Terms & Conditions for more information and for details of your right to cancel.

Collect in store

Our shop is based at 9 North Street, Bedminster (South Bristol).
All of our stock is stored on the premises so if something says “in stock” then it will be available for almost immediate collection from the shop (rare discrepancies in stock levels can occasionally occur).

There is no minimum spend for collection. Collection orders placed overnight are generally ready just after 10am the next morning. Orders placed during working hours are usually ready in an hour but generally much quicker. We will email you to let you know when your order is ready to collect.

If you’d prefer not to come in to the shop you can ring the doorbell to the left of the door and we’ll bring your order to you.

Delivery details

Please ensure that your address details are correct and that you have provided us with accurate contact details in case we need to contact you regarding your order.

We aim to keep all items shown on our website in stock but mistakes do occasionally happen.  In the event that an item you have ordered is out of stock, we will contact you as soon as this becomes apparent in order to discuss how you would like to proceed.

Welcome to our website. If you continue to browse and use this website, you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern Toyville Limited’s relationship with you in relation to this website. By continuing to use this website you are accepting and consenting to our terms & conditions. Should you have any queries about these terms & conditions, or any other aspect of this website then please contact us on 0117 985 3515, or email us at [email protected]

The term ‘Toyville Limited’ or ‘us’ or ‘we’ refers to the owners of the website whose registered office is 9 North Street, Bristol, BS3 1EN.  Our company registration number is 10033808 registered in England and Wales and and we are registered for VAT purposes with number GB250729900. The term ‘you’ refers to the user or viewer of our website.

Please note that we reserve the right to amend these terms and conditions from time to time and that the new terms will come into effect as soon as they are published.

1. General Terms of Use

The content of the pages of this website is for your general information and use only. It is subject to change without notice.

This website uses cookies to monitor browsing preferences.

We acknowledge copyright of third party images, products and brand names used on this website.  Original images, text, logos and intellectual property on the website are the property of Toyville Limited and must not be reproduced, other than in the course of browsing or ordering products from us.

From time to time, this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).

Your use of this website and any dispute arising out of such use of the website is subject to the laws of England and Wales.

2. Descriptions

If an item in your order has been incorrectly priced or described, we will contact you for instructions on how to proceed.  We reserve the right to cancel your order and will notify you by email with the details.  In particular, if there is an obvious pricing error which could have been easily recognised by you, we do not have to provide the goods at the incorrect price.

Product descriptions are for information purposes only and we cannot guarantee that they are 100% accurate.  If you have very specific requirements, for example with regards to product dimensions, please contact us as we would be more than happy to assist.

3. Price and Payment

Prices shown do not include delivery costs.  Details of delivery costs can be found here.

All prices include VAT where applicable.

Full payment must be received before any orders can be dispatched. We accept payment by Visa, Visa Debit, Mastercard, American Express and PayPal.  Receipt of payment and our subsequent acceptance will be confirmed by email to the address you provide us with. This represents a legally binding contract between us.

4. Orders

When you place your order, you will receive an automated order acknowledgement email from us.  Please note that this is not an acceptance of your order and only confirms that your order has been received.

We aim to dispatch goods promptly after receiving your order so we cannot guarantee that amendments will be possible. Should you wish to amend your order then please call 0117 985 3515 or email [email protected].

By placing an order with us you agree that:
Any information provided by you will be accurate and complete
You are the authorised holder of any payment card you may use on the website
We may collect, store and use information about you in accordance with our Privacy Policy

5. Delivery

We aim to process and dispatch orders placed before 2pm Monday to Friday on the same day (excluding public holidays).

Please ensure that your address details are correct and that you have provided us with accurate contact details in case we need to contact you regarding your order.

We aim to keep all items shown on our website in stock but mistakes do occasionally happen.  In the event that an item you have ordered is out of stock, we will contact you as soon as this becomes apparent in order to discuss how you would like to proceed.

6. Your right to cancel

If your goods have not been dispatched: We will cancel your order and refund you at the earliest opportunity.

If you have received your goods and wish to cancel the contract: In line with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have 14 days in which to cancel your order, starting the day after the day on which you received the goods. The order must be returned to us within 14 days of your notice to cancel.  You will be responsible for paying return costs and we recommend that you use a recorded form of delivery.  We will reimburse you at the earliest opportunity and in any case, no later than 14 days of receiving your returned goods or, if earlier, 14 days from the day we receive proof that the goods have been returned.  We will also refund the original delivery costs.  The order must be returned in a saleable condition and in original packaging to Toyville, 9 North Street, Bedminster, Bristol, BS3 1EN.

7. Returns Policy

If you change your mind for any reason, you may return any part of your order to us within 30 days of receipt, provided they are in a saleable condition and in the original packaging.  You will be responsible for paying return costs and we recommend that you use a recorded form of delivery.  Please send your returns to Toyville, 9 North Street, Bedminster, Bristol, BS3 1EN.

Very occasionally orders get damaged in transit or contain faulty items. We will of course put things right as quickly as possible. Please contact us on 0117 985 3515 or [email protected] to arrange a refund or replacement. Faulty items must be returned within 30 days and we will refund the cost of your return postage.

If there is a problem with your order please give us the chance to put things right.  We want our customers to be happy and should be able to quickly resolve any issues.

8. Safety & Regulations

Safety is extremely important to us and all of the toys we sell have been tested to the relevant safety standards. Please check the labelling on the product packaging, as this will indicate the age group for which the product is suitable. You must also carefully follow instructions for proper assembly and use and inspect toys from time to time for signs of breakage or wear and tear.

We sell a great range of children’s toys but please note that, if you are under 18, you should only use the Toyville website under the supervision of a parent or guardian.

Privacy and Cookies

You can review our Privacy and Cookies page here.

The new GDPR regulations come into force on 25 May 2018. You will have more rights concerning your personal information and organisations will be more accountable for the information they hold.

We at Toyville are committed to looking after your details as if they were our own.  The privacy policy below sets out in full how your personal information will be used.  If you need any more information about how we use your personal information please contact us at [email protected].

In short, we only gather the information we need to allow us to function as a business. We will not share data with third-parties (unless listed below, such as Mailchimp and Google Analytics – two services which assist us in the running of our business). We will not sell your information and promise to keep your data safe on our secure website, hosted on UK-based servers. 

By continuing to use this website you are accepting and consenting to the practices described in this Privacy Policy.  For additional conditions of use, please see our Terms & Conditions.

The data controller and owner is Toyville Limited.  We are registered with the Information Commissioners Office and our registration number is ZA188257. Our data protection officer is Lindsay Meyer-Nicholas.

Orders

• If you place an order with us, your personal data will be used to provide the information we need to properly fulfil your order. We will not use your details to send you marketing information, nor will we pass your details on to third parties. We may use your information to contact you in case something has gone wrong with your order or if there has been a recall notice on a product.
• Order data will be kept for 6 years from the end of the last company financial year it relates to, in line with HMRC guidance.
• You can contact us on [email protected] at any point if you would like us to remove the data we hold on you, in line with the GDPR right to be forgotten.

Toyalty Points Loyalty Scheme

• If you join our loyalty scheme in store, we will collect information on your orders in order to give you points which can be used for discounts on future purchases. If you sign up in store, the only personal data we collect is your name and email address.
• Your loyalty points information will be stored for as long as you are an active customer but you can request to be forgotten at any time by contacting [email protected]
• When you join our loyalty scheme you will receive an email asking if you would like to join our mailing list. If you do not subscribe, you will not receive any marketing emails from us.
• We will not pass your information on to any other organisations.

Email newsletter

• If you sign up to our newsletter we may use your email address to send you information about products or services.
• We use a third party provider, MailChimp, to deliver our newsletters, approximately 4 times a year.
• Your email address will only be used to send these infrequent newsletters via Mailchimp, relating to Toyville’s news, products and events. We will not pass your details on to other companies.
• Any email we send through MailChimp will contain an easy-to-use link to unsubscribe at any time, or you can contact us on [email protected] to be removed from our mailing list.

Social media contact

• If you send us a private or direct message via social media the message will be stored by the relevant social media application (Facebook, Twitter or Instagram). It will not be shared with any other organisations. You can request for a message to be deleted at any time, in line with your GDPR right to be forgotten.

Website contact form

• If you use our website contact form to get in touch with us, we will collect data on your name, email address and enquiry. We will use and keep this information for the purpose of dealing with your query only, and will not pass your details on to any third parties (unless you have explicitly requested this)
• Your contact form submission will be stored on our web server for as long as it is needed and you can request that all details of your enquiry be deleted at any point by emailing [email protected]

Cookies & monitoring

• This site uses cookies – small text files that are placed on your machine to help the site provide a better user experience. In general, cookies are used to retain user preferences, store information for things like shopping carts, and provide anonymised tracking data to third party applications like Google Analytics. As a rule, cookies will make your browsing experience better. However, you may prefer to disable cookies on this site and on others. The most effective way to do this is to disable cookies in your browser. We suggest consulting the Help section of your browser or taking a look at the About Cookies website which offers guidance for all modern browsers
• When someone visits toyvilleshop.co.uk we use a third party service, Google Analytics, to collect standard internet log information such as the IP address of your computer and details of visitor behaviour patterns. We do this to find out information such as sources of traffic to our website and the number of visitors to various parts of the site. This information is only processed in a way which does not identify anyone. We do not make, and do not allow Google to make, any attempt to find out the identities of those visiting our website. We collect this information in order to make ongoing improvements to our website and to see our most popular sources of business.
• We use a cookie consent plugin to show a pop-up message to notify you of cookies on our website. This plugin puts a cookie on your computer so that you’re not shown the message again once you have accepted it. This plugin does not gather any personal information such as IP address.

Complaints or queries

• Toyville strives to meet the highest standards when collecting and using personal information. We encourage you to get in touch if you think that we are being in any way misleading about the information we collect, or if you think any aspect of our data collection is inappropriate. Any complaints we receive will be taken extremely seriously.
• If you have any suggestions on how we can improve the way we deal with data then please do contact us! We are a small, family run business and have interpreted advice from the ICO and other sources to the best of our ability.
• If you want to make a complaint about the way we have processed your personal information, you can contact the ICO – www.ico.org.uk/concerns.

Access to personal information

We want it to be easy to find out if we hold any personal information on you. To do so, you can contact us at Toyville, 9 North Street, Bristol, BS3 1EN or [email protected]. If we do hold any information on you we will:

• give you a description of the data;
• tell you why we are holding it;
• tell you who it could be disclosed to; and
• let you have a copy of the information

If we do hold information about you, you can ask us to update your information or correct any mistakes in our data

Disclosure of personal data

We may disclose your personal data:

• If we sell our business as a going concern, your data such as loyalty scheme points and order data for accounting purposes, will be passed on to the new owner(s). If you are signed up to our mailing list, this will also be passed on to the new owner(s), and we will ensure that this is for the purpose of emailing you about Toyville only.
• In cases where we are required by law to pass on information or if we believe action is necessary for fraud, cyber crime or to protect the website, rights, personal safety of person/s.

To find out what information we hold on you, or to update or correct any of this information, please contact the data controller at [email protected].

Changes to this privacy notice

Our privacy notice is under regular review. This privacy notice was last updated on 16 December 2019.