Here you'll find answers to the most common queries, if you need extra assistance please email us using the Contact page.
I've found something I love but it’s out of stock - What can I do?
If the item you are wanting is out of stock, it’s always worth sending us an email and we will do our best to help.
I’m having problems placing my order.
Please don’t hesitate to contact us if you are having problems. Email us at email@example.com or message us on social @smalltot and we’ll get back to you as soon as possible.
I need some gift inspiration - Help!
No need to worry, simply contact the Smalltot team and we will be happy to suggest a selection of products so you can find the perfect gift.
All orders are delivered beautifully and can be sent directly to the receiver.
The discount code I have been sent isn’t working.
Discount codes are limited to one per order and some have minimum spends, this will be always be made clear when you receive it so make sure you read the T&Cs on the email/post. If you are still experiencing problems, please email us and the Smalltot team will be happy to help.
What payment methods do you accept?
We accept all major credit/debit cards as well as PayPal. All payments are made via Shopify Payments which is an approved secure payment gateway.
I would like to make changes/cancel my order.
We understand that occasionally you change your mind or would like to change the details on your order. Please get in touch as soon as you can and we will do our best to help, if an order has already been processed we may not be able to make changes.
How long will my order take to arrive?
Standard Delivery - £2.99 Royal Mail
Free Delivery over £50 within the UK. No need for a code, the shipping will automatically be deducted at the checkout.
Europe Delivery - £15
Worldwide Delivery - £15
* The delivery time for some furniture and playtime items can be a little longer than the standard shipping time. Please check the specific delivery information provided for each product on the product page prior to checkout.
Any additional charges incurred during delivery or customs are to be paid by the customer.
We aim to dispatch orders within 48 hours, larger items may be dispatched the following day due to their delivery methods but should still be with you nice and quickly.
Please note that orders placed during promotions and sale periods may take a little longer to dispatch than our usual quick turnaround due to the higher order volumes. Please allow an extra couple of days for your order to arrive, but if you would like an update just email firstname.lastname@example.org or message us on social @smalltot.
What’s your returns policy?
We understand that sometimes you change your mind, we offer a 14 day returns policy on all items that are unused and in new condition. please leave any tags on and keep the item in it’s original packaging and include details of:
- Order number
- Delivery address
- Item you are retuning
- Reason for returning
The cost of returning the item is the responsibility of the buyer, unless the item is faulty.
We strongly recommend that you send the item back using a trackable service as we cannot refund items that fail to reach us. Return postage is non-refundable unless the item was sent incorrectly.
Please return the item to: Smalltot, 17 Bar End Road, Winchester, SO23 9NT, UK.
We aim to process returns within 24 hours and the refund will be with you within 10 days.
If the item is faulty, please contact us with your order number and full details of the fault. Please include photos if possible. faulty items are goods that arrive with a fault and does not include wear and tear of a product.
At this time we are unable to offer exchanges, however if you place a new order for the alternative product please email us and we will be happy to refund the new shipping cost.
Returns information can also be found on our returns page.