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FAQ Page

Below are answers to some of the most popular questions regarding the Good Toy Guide and our online shop.

If you have a question that isn’t listed below, please contact our Customer Services Team at theteam@goodplayguide.com and we’ll be happy to assist.

ONLINE PURCHASES

Making a purchase

Simply select the products that you wish to add to your shopping basket (including any variants such as sizes and colours where necessary) and click add to cart.  You can view your cart at any time and amend or remove products prior to check out.  At the top right-hand side of your browser you will always see a shopping cart icon.  Click the cart to see your basket and proceed through to the checkout.

Editing your cart

You can edit your cart at any time.  Simply click on the shopping cart icon (located at the top right-hand side of the screen) and you will be able to update the product quantities and variations prior to checkout.  You can continue shopping at any point and the changes that you have made to your shopping cart will be updated automatically.

Tax charges

VAT is charged at the prevailing rate on rateable items at the time of purchase.

Out of stock items

If you wish to order any item which is out of stock, you can sign up for an email notification when the product comes back into stock or add it to your wishlist to save for later.

If your order contains out of stock items then we will contact you to advise on the anticipated delivery date. If your item is not in stock we will not charge you until the item is available to dispatch.

Cancelling orders

Unfortunately we are unable to cancel orders once they have been processed, however you can refuse the product at delivery or return the product. Please see our returns policy for more information. 

Can I buy from outside the UK?

Yes, as long as shipping within UK Mainland and payment billing address is recognised.  Please be aware that your card provider or bank may levy a charge for transactions that originate outside of the UK.  Please check with your card provider or bank for more details. 

Amending orders

If you would like to request an amendment (e.g change of delivery address), please contact us as soon as possible. We cannot guarantee any amends to your order once it has been processed; however we will attempt to do our best to make any requested changes. 

Issues with my order

If you have any issues with your email, you can email our customer service team on customerservice@goodplayguide.com and we will endeavour to respond within 24 hours (excluding weekends and bank holidays).

What is your refund policy?

If you are unhappy with your order and would like to request a refund, please contact our customer service team on customerservice@goodplayguide.com to begin your returns process. We will endeavour to respond within 24 hours (excluding weekends and bank holidays).

You have the statutory right to return your order if you are either unsatisfied with the product or if the product is faulty. If you are unhappy with your item or it is unwanted, you have 14 calendar days to return an item from the date you received it.

 

We strive to ensure that all your purchases reach you in perfect condition, however we understand that in some instances products can arrive damaged. If you receive a delivery and the item is noticeably damaged, you can refuse the delivery. However if the product is not noticeably damaged or defective until you open your parcel, please notify us as soon as possible and we will replace it.

To be eligible for a return and refund, your item must be in its original packaging, unused, and in the same condition that you received it; unless your item is faulty.

 

Once we receive your returned product, we will notify you of our receipt, and inspect the item. If your item meets our return policy conditions, we will initiate a refund. Refunds will be applied to the payment method that you used to originally purchase the item. You should receive the credit within 14 days, however this may depend on your card issuer’s policies.

 

You will be responsible for paying for your own shipping costs for returning your item; unless your item is faulty, in which scenario the cost of returning your item will be included in your refund or covered by the Good Toy Guide. 

Please note that if your item was given as a gift then you will need to ask the purchaser to contact us to arrange the return and refund.

DELIVERY & RETURNS

COVID 19

Covid disclaimer:

 

Due to the unprecedented times that we find ourselves in, please note that orders may take longer than normal. 

 

Orders are usually picked, packaged, and dispatched within 24 hours, subject to the day the order is received. For example an order placed on Friday afternoon, would be dispatched on the Tuesday following – at the earliest – if the Monday is a UK Bank Holiday. 

 

Please note that, once the order is dispatched, it is then the responsibility of the appropriate delivery service. Orders are usually received between 3 to 5 business days after purchase, or the next working day if this option is chosen at checkout. It goes without saying that delivery services are working around the clock to keep deliveries happening despite the challenging situation that we all find ourselves in. But please bear with them (and us) and assume that a delivery may take a little longer than normal when placing your order. 

 

We are working hard to get orders out as quickly as we can and provide a great service in spite of the current pandemic.

What are the delivery options?

We offer standard delivery in 3 to 5 working days for £4.95 and next-working day delivery for £6.95 (if the order is placed before 1pm, excluding weekends). We also offer free standard delivery for all orders over £50. 
Please note, delivery costs may vary if you are located in Northern Ireland, the Channel Islands, Highlands & Islands or Isle of Man. The available delivery options and cost will be displayed at the checkout once you’ve confirmed your shipping address.

Do you delivery outside of the UK?

We do not currently ship outside of the UK Mainland.

When will my order arrive?

Tracking information is provided with every order, on your email confirmation. If you have not received an email confirmation please check your spam folder. Speak to our customer service team if you’re still having problems locating the tracking information.

Returning an item

If you are unhappy with your order and would like to request a refund, please contact us.

You have the statutory right to return your order if you are either unsatisfied with the product or if the product is faulty. If you are unhappy with your item or it is unwanted, you have 30 calendar days to return an item from the date you received it.

 

We strive to ensure that all your purchases reach you in perfect condition, however we understand that in some instances products can arrive damaged. If you receive a delivery and the item is noticeably damaged, you can refuse the delivery. However if the product is not noticeably damaged or defective until you open your parcel, please notify us as soon as possible and we will replace it.

In the unlikely event that we cannot satisfy your order because the item is not available, we will contact you to offer an alternative.

 

To be eligible for a return and refund, your item must be in its original packaging, unused, and in the same condition that you received it; unless your item is faulty.

Once we receive your returned product, we will notify you of our receipt, and inspect the item. If your item meets our return policy conditions, we will initiate a refund. Refunds will be applied to the payment method that you used to originally purchase the item. You should receive the credit within 14 days, however this may depend on your card issuer’s policies.

 

You will be responsible for paying for your own shipping costs for returning your item; unless your item is faulty, in which scenario the cost of returning your item will be included in your refund or covered by the Good Play Guide.

 

Please note that if your item was given as a gift then you will need to ask the purchaser to contact us to arrange the return and refund.

My order has not arrived

Tracking information is provided with every order, on your email confirmation. If you have not received an email confirmation please check your spam folder. Speak to our customer service team if you’re still having problems locating the tracking information. 

How are products packaged for delivery?

Where possible, all items will be delivered in unbranded packaging, ensuring that no Christmas or birthday surprises are spoiled during delivery. However, some products on our site are shipped directly from the manufacturer, so we cannot guarantee the packaging style on these occasions. 

PAYMENT OPTIONS

What payment options do The Good Toy Guide accept?

We accept Visa, Mastercard and Switch/Maestro. Payment is taken through Stripe, a secure and safe payment gateway.

Promotion codes and discounts

If you have a valid discount or promotion code, you can enter in during the checkout phase of your oder.  You will receive instant confirmation if the code has been accepted, and the discount or promotion will be applied to your basket automatically.  if you have any questions regarding the use of a discount or promotion code, please contact our customer support team for further assistance.

How do I purchase gift cards?

Gift cards are available to purchase on our online store.  Simply search for ‘gift cards’ and view the product.  You can select the amount that you wish to include on the card, together with choosing from one of our pre-loaded designs (or upload your own).  You will then be asked to enter the recipient’s name and email address, together with your details and a message for the recipient.  Once the gift card has been purchased, the gift card will be emailed to the recipient, together with a digital gift card code that they can use on the site.

How do I use gift cards

All our gift cards come with a digital code which you can use during the checkout process.  When you visit your cart, look for the option that asks whether you would like to use a gift card, and click on the tab.

What currencies can I use to place an order?

All orders will be processed in GBP. Please note that your provider may convert from your local rate at an additional fee, and so we would recommend that you check this first before placing an order if you are concerned. 

TERMS AND CONDITIONS

Privacy, Cookies and Personal Information

Privacy policy

Dr Gummer’s Good Play Guide is home to The Good Toy Guide and The Good App Guide. Here at the Good Play Guide we are committed to safeguarding and preserving the privacy of our visitors. This Privacy Policy will explain how our organisation uses the personal data you provide to us, or that we collect from you when you use our website.

We do update this Policy from time to time so please do review this Policy regularly.

 

Information That We Collect

In running and maintaining our website we may collect and process the following data about you:

  • Information about your use of our site including details of your visits, such as pages viewed and the resources that you access. Such information includes traffic data, location data and other communication data.
  • Information provided voluntarily by you. For example, when you register for information or make a purchase.
  • Information that you provide when you communicate with us by any means.

How do we collect your data?

There are a number of ways in which you may be required to provide us with your personal information. What we do with this is determined by the means in which you provided it to us.

 

Type of Entry?

What is this for?

Why do we need it?

Account Creation & Guest Checkout

To identify you and enable you to make the most of our website’s features. It also helps us ensure we’re able to deliver items to you safely and securely!

Legally we need this. But rest assured, from the moment you purchase an item to the moment it is delivered to you. It’s important for us to ensure you have a safe and positive shopping experience with us.

Newsletter Sign up

To enable you to stay informed with regular updates to our services.

Signing up is optional, but any exciting developments and updates we have to offer, we’ll be sure to let you know!

Contact Form

To enable you to contact and receive a response from us securely.

Whether you’re browsing or buying, we want you to be able to reach out to us with anything we can do to help make your experience with us better.

How will we use your data?

Our company collects your data so that we can give you the best possible customer experience. That is only achievable when we achieve the most complete picture of who you are, by combining the data we have about you.

We may use this information therefore:

  • To perform the contract we are about to enter into or have entered into with you.
  • To provide information to you that you request from us relating to our products or services.
  • To provide information to you relating to other products or offers that may be of interest to you. Such additional information will only be provided where you have consented to receive such information.
  • To inform you of any changes to our website, services or goods and products. If you have previously purchased goods or services from us we may provide to you details of similar goods or services, or other goods and services, that you may be interested in.
  • To comply with a legal or regulatory obligation.

Use of Cookies

Our website uses cookies to collect information and to distinguish you from other users on our website.

Cookies are small data files that are sent to your browser and stored temporarily on your computer to help retain the information that you have entered whilst you browse our site. Pixel tags are used to help us see if emails from us have been received safely and at what time they were read.

A cookie will typically contain the name of the domain from which the cookie has come and the ‘lifetime’ of the cookie. Cookies do not give us your personal information, they provide us with non-personal information such as remembering your browser settings, what types of software you are using etc. Using all of this we can work with the site to make it as easy to use as possible, for you and all our visitors.

Certain cookies sent to your browser will help us to save you time. For example, cookies allow you to stay signed; and if you’re halfway through an online purchase, our cookies will allow you to browse other areas of the website and then return to your purchase.

 

What types of cookies do we use?

  • Site functionality – This will enable you to navigate our site and make use the features we have in place such as Add to Cart.
  • Site analytics- These cookies are used to measure and analyse how you use the site, to improve both its functionality and your shopping experience.
  • Targeting or advertising cookies – these cookies are used to deliver ads that we believe are relevant to you. They also limit the number of times that you see an ad and help us measure the effectiveness of our marketing campaigns.

How to manage cookies. 

Most browsers automatically accept cookies but you can both delete existing cookies from your browser and, by editing your browser options, choose not to receive cookies in future. Please visit www.allaboutcookies.org for more information on this.

Please note that if you choose not to receive cookies then some areas of the website may fail to function as they were intended and so degrade your user experience.

 

How do we store your personal data?

Our company securely stores your data internally within our company here in the United Kingdom. By providing your personal data to us, you agree to this transfer, storing and processing. We do our utmost to ensure that all reasonable steps are taken to make sure that your data is stored securely.

Unfortunately the sending of information via the internet is not totally secure and on occasion such information can be intercepted. We cannot guarantee the security of data that you choose to send us electronically, sending such information is entirely at your own risk.

Our company will keep your personal information for 5 years after a final interaction on https://goodtoyguide.com. Once this time period has expired, we will delete your data from our systems.

 

Who has access to my data?

The Good Play Guide is made up of a small team of professionals. Only necessary personnel working for us will have access to your data, and only  in order to fulfil their job role.

All of our staff are subject to an internal data protection policy and have committed themselves to confidentiality when handling or accessing customer information.

We never give your details to third parties.

If you have agreed to receive marketing you retain the right to opt out at a later date.

 

Disclosing Your Information. 

We will not disclose your personal information to any other party other than in accordance with this Privacy Policy and in the circumstances detailed below:

  • In the event that we sell any or all of our business, and only to the buyer.
  • Where we are legally required by law to disclose your personal information.
  • To further fraud protection and reduce the risk of fraud.

Your Data Protection rights? 

The Good Play Guide intends to ensure that consumers are fully aware of their data protection rights. Every user is entitled to the following:

  • The right to access:  You have the right to request The Good Play Guide for copies of your personal data, however we may charge you a small fee.
  • The right to rectification:  You have the right to request The Good Play Guide correct any information you believe is inaccurate or incomplete.
  • The right to be forgotten:  Once you no longer deal with our business, any electronic data held on the web server is automatically deleted after 30 days.  Customer records, including email and any accountancy and product details, will be held for as long as is reasonably required as per the original contract.  If you are a previous client, please contact us to check if we hold data belonging to you so we can ensure it is deleted.
  • The right to restrict processing:  You have the right to request that The Good Play Guide restrict the processing of your personal data, under certain conditions.
  • The right to object processing:  You have the right to object to our processing of your personal data, under certain conditions.
  • The right to data portability:  You have the right to request that The Good Play Guide transfer the data that we have collected to other organisation, or directly to you, under certain conditions.  To make a request please contact us via email. We have 30 days to respond to your request.

 

Third Party Links.

We include links to third parties on this website. Where we provide a link it does not mean that we endorse or approve that site’s policy towards visitor privacy. You should review their privacy policy before sending them any personal data.

 

Access to Information.

In accordance with the Data Protection Act 1998 you have the right to access any information that we hold relating to you.

 

Contacting Us. 

If you have any questions about Dr Gummer’s Good Play Guides privacy policy, the data we hold on you, or you would like to exercise one of your data protection rights, please do not hesitate to contact us via the form below.

Additionally, if you wish to report a complaint, or you feel that our company has not addressed your concern in a satisfactory manner, you may contact the Information Commissioner’s Office.

The Good Toy Guide

The Good Toy Guide is part of Dr Gummer’s Good Play Guide; an organisation dedicated to helping children develop skills through play. We provide independent expert advice on a range of topics including play, toys, apps, children’s tech, e-safety, child development, special needs and other parenting issues. For more information on the Good Play guide, you can visit our website here.

 

Disclaimers & Copyright

DISCLAIMER

 

The Good Play Guide (inclusive of the Good Toy Guide and Good App Guide) is the Trading Name and Registered Trademark for The Good Toy Guide Ltd.

The information contained in this website has been prepared solely for the purpose of providing information about The Good Toy Guide and the products and services offered. The Good Play Guide Ltd reserves the right to make alterations and corrections to the information contained in this website at any time without notice.

This website is provided ‘as is’ without any warranty or implied terms of any kind, either express or implied, including but not limited to any implied warranty or implied terms of merchantability, fitness for a particular purpose or non-infringement. All such implied terms and warranties are hereby excluded. By accessing this website you agree that The Good Play Guide Ltd will not be liable for any direct, indirect or consequential loss arising from the use of the information material contained in this website or from your access of other material on the internet via web links from this site.

The above exclusions and limitations apply only to the extent permitted by law. All The Good Play Guide Ltd terms and conditions apply.

 

COPYRIGHT

 

The copyright in the material contained in this website and any Good Toy Guide or The Good Play Guide Ltd trademarks and brands included in that material belong to The Good Play Guide Ltd. No person may copy any part of this material from this website subject to the following conditions:

  • The material may be used only for that person’s own personal use and for non-commercial purposes.
  • The copies must retain any copyright or other intellectual property notices contained in the original material.
  • The products, technology or processes described on this site are protected by copyright, trademark and other intellectual property laws and may not be reproduced or appropriated in any manner without written permission from their respective owner(s).

ACCOUNT CREATION

How do I create an account?

When you place an order, you will be asked whether you are a returning customer.  If you are a returning customer, please enter your details for billing and shipping.  An account will automatically be created so that your details are securely saved if you visit the website and wish to make a purchase in the future.

 

You can also register to create a new account by heading to the My Account page and entering your email address. Once you have registered, check your email account and look for an email from The Good Toy Guide informing you that your account has been created. A password will be automatically generated but you can change this by logging into your account dashboard and resetting it to a password of your choice.

How do I login to my account?

You can login into your account and view pervious order history and update your details by heading to the My Account page here

How do I update my account details?

Login into your account here to update your personal details.

How do I delete my account?

If you wish to delete your account, please contact our customer services team customerservice@goodplayguide.com. We will close your account within 96 hours and remove all data pertaining to your account from our records.

I have note received an email with my password

If you do not receive your account creation confirmation email or password reset email within 2 hours of creating an account, please check your junk folder within your email account.  If you have still not received it after this time, please contact customerservice@goodplayguide.com

CONTACT US

For all queries relating to online shopping

You can email our customer service team on customerservice@goodplayguide.com. or send us a message via our contact page and we will endeavour to respond within 24 hours

Can I submit a toy for Good Toy Guide testing?

Yes! If you would like to submit your product for independent, expert review, then please do get in touch. More information can be found here

How do you test toys?

Every toy featured in the Good Toy Guide is subject to independent, expert testing. All products are reviewed by age-appropriate children, on multiple occasions, and child development experts. More information on how we test toys can be found here.

Feedback

We welcome all feedback and if you have any comment or suggestions, please contact our customer service team at customerservice@goodplayguide.com