Active Toys Customer Service

PRIVACY POLICY - We only collect information when you order an item from the site, enter a competition or subscribe to our mailing list. In these cases you will be asked to complete some or all of your personal details, credit card details and delivery details. These details are passed to our accounts system via a secure server and not available to any other parties other than our Payment Solution Provider - ishop, who will not use your details for any reason other than processing your order. All information is collected lawfully and in accordance with the Data Protection Act 1998.
Most areas where we collect information will have an opt-out option, so you can ensure that you do not receive any further information from us. If there is no opt out option (e.g. the secure order form) then you can safely assume you will not be added to our mailing list. We only send emails to customers who choose to receive them. We never pass your information on to any 3rd parties.
We do not send random emails and you will always have the option to be removed from our mailing list.
We use cookies within the ordering process on the website to allow the shopping basket to function. These cookies always expire within 24 hours and hold no personally identifiable information.

SECURITY POLICY - Since inception the ishop system has processed over 150,000 items to over 35,000 unique customers. We take security seriously and our systems are monitored 24/7. We are an approved payment solution provider for Barclays Merchant Services, Nat West Streamline and The Bank of Scotland. As such, our security systems have been vetted.

DELIVERY - All items for sale are usually kept in stock or are available from our suppliers for immediate dispatch. If for any reason we cannot dispatch your order within 72 hours (excluding weekends) we will notify you by telephone or email. You will be given the opportunity to cancel the out of stock items or will be given an expected date of delivery.

ANTI-FRAUD MEASURES - We operate a strict security check procedure, to ensure that your credit card details are being used by only you. This may occasionally delay the dispatch of your items if any of the following are applicable:

1. Your order is being delivered to an address other than that registered to your credit card.
2. Your card details are not available for address verification from the bank (usually cards registered overseas)
3. Your card details have failed the address verification from the bank.
4. The security number on the reverse of the card has been entered incorrectly.
5. The order is for delivery overseas.
6. In addition, higher value orders are more likely to be checked more thoroughly.

Returning Defective Items
If you have received a defective item, you should contact us within 14 days of receiving the item. You must then return the product within 30 days of receiving the item. You should include paperwork with your original order number. We recommend using Royal Mail's letter or parcel service (whichever is most appropriate) in all cases. Always request the cheapest method of returning the item.

When the item arrives back with us, we will refund your card for the cost of the item and delivery charges, and the cost of returning the item to us. You must include a receipt for the return postage. Alternatively you can choose to have a replacement item (if available). We will review the condition of the goods before issuing a refund or replacement and contact you if the claim is in doubt.

Cancelling Your Order - Items Not Required or Not Suitable
You can cancel your order before it has been dispatched and receive a full refund if your card has been debited.

If you wish to return an item which is not suitable or no longer required, you should return it within 14 days of receiving the item. You should include paperwork with your original order number stated.

When the item arrives with us we will refund your card the item but NOT the delivery charge or cost of returning the item to us. You can choose to have a replacement item (if available). The goods must be unused and we will review the condition of the goods before issuing a refund or replacement and will contact you if the claim is in doubt.

If the product has not yet arrived with you, you can choose to refuse a delivery from our couriers. The item will be re-routed back to us via the same courier service and we will treat the item as not required or not suitable. We will refund your item, but will deduct the cost of re-routing the delivery.

If we fail to deliver the correct goods or if they arrive damaged, please notify us as soon as possible after delivery and we will arrange for replacement goods to be dispatched immediately. We may at our discretion collect the faulty or wrongly delivered goods at no expense to you. If you are requested to return them your postage will be refunded.

DELIVERY CHARGES - Our delivery charges vary from product to product as some items are supplied directly from a number of different manufacturers and vary substantially in size & weight.
You can always find the delivery charge for the items that you intend to order within the shopping basket (accessed by clicking the CHECKOUT button) before you finalise the order and process payment. You must select the appropriate delivery service. 'Standard Delivery' is mainland UK only. Extra charges will apply for non-mainland UK orders - please contact us if you would like a quote for delivery. By selecting standard delivery to a non-mainland UK destination, we are not obliged to send your goods. You will be contacted regarding extra payment. Items that can be posted with Royal Mail standard letter or packet service (e.g. dart flights etc) will not usually be subject to an extra charge.

COMPLAINTS - Should you have any complaint regarding this site, the services offered, or given, please email us at enquiries@activetoys.co.uk. We will respond in detail within five working days during which time we may need to contact you. You will be kept well informed at all times.