Shipping policy

Last updated: 5th May 2026

At Fidget & Sensory Squad, we aim to provide a reliable and straightforward delivery service for all our customers. Please read our shipping policy before placing your order.

This policy explains how we process, dispatch and deliver orders, how tracking works, and what happens if a parcel is delayed, lost, damaged or returned to us.

1. Shipping Methods and Delivery Costs

All orders are dispatched using Royal Mail tracked delivery services.

Shipping costs are calculated at checkout based on the weight, size and delivery service available for your order. Our delivery prices start from £3.50, with the final cost displayed at checkout before you complete your purchase.

Any free delivery offers will be subject to the terms displayed on our website at the time of purchase.

Please ensure that you select the correct delivery option and provide accurate delivery details at checkout.

2. Order Processing and Dispatch

Orders are processed and dispatched within our stated processing timeframe.

During busy periods, including product launches, sales events, holidays, weekends and periods of adverse weather, processing and dispatch may take longer than usual.

We will make reasonable efforts to dispatch orders promptly. However, dispatch times are estimates and may vary depending on order volumes and circumstances outside our control.

You will receive an email confirmation when your order has been placed and tracking information when your order has been dispatched, where tracking details are available.

3. Delivery Times

Delivery estimates provided by Royal Mail are guidelines and are not guaranteed delivery dates unless expressly agreed otherwise.

Delivery may be affected by circumstances including:

  • Adverse weather conditions.

  • Postal strikes or service disruption.

  • Seasonal and peak-period demand.

  • Incorrect or incomplete delivery details.

  • Other circumstances affecting the postal service.

We will make reasonable efforts to assist with delivery enquiries and investigate problems where appropriate.

Unless we have agreed a different delivery period with you, we will deliver your order without undue delay and within 30 days of the order being placed.

4. Tracking Information

Once your order has been dispatched, we will provide tracking information by email where available.

You can use the tracking number supplied to check the progress of your parcel through Royal Mail.

Please check your tracking information regularly and contact us if you have concerns about the delivery of your order.

5. Incorrect or Incomplete Delivery Addresses

Please check your delivery address carefully before completing checkout. Make sure your house number, street, town, postcode and any relevant flat or unit number are correct.

If you discover an error, contact us as soon as possible. We cannot guarantee that an address can be changed once an order has been processed or dispatched.

If a parcel is returned to us, delayed or cannot be delivered because an incorrect or incomplete address was supplied by the customer, we will assess the circumstances and any available options.

Where a parcel is returned to us because of an incorrect address, additional postage may be payable if you would like us to resend the order. We will confirm any applicable charges before arranging redelivery.

If a parcel is lost or cannot be recovered because of an incorrect address supplied by the customer, we may submit a claim or enquiry with the delivery service. Any resolution will depend on the circumstances and the outcome of that investigation.

6. Delayed or Lost Parcels

If your order has not arrived within the expected delivery period, please contact us at support@fidgetsensorysquad.co.uk with your order number.

We may need to allow Royal Mail's applicable investigation timeframe to pass before opening a lost-parcel enquiry or claim.

We will review the tracking information and take reasonable steps to investigate the matter.

Where an order is lost in transit before it reaches you, we will deal with the issue in accordance with our legal obligations.

7. Damaged Parcels or Items

Please inspect your order as soon as it arrives.

If your parcel or any item arrives damaged, or an item appears faulty or incorrect, please contact us at support@fidgetsensorysquad.co.uk as soon as possible.

To help us investigate, please provide:

  • Your order number.

  • Clear photographs or video of the affected item.

  • Photographs or video of the outer packaging and shipping label, where relevant.

  • A description of the problem.

We request that damage, faults and incorrect items are reported within 24 hours of delivery, in line with our Refunds & Returns Policy, so that we can investigate promptly.

8. Refused, Unclaimed or Returned Deliveries

If a parcel is refused, remains unclaimed or is returned to us, we will review the reason for the return before deciding the appropriate next steps.

Where a parcel is returned because the customer supplied an incorrect or incomplete address, or because the customer did not collect or accept the parcel, we may require payment of applicable additional postage before arranging redelivery.

Original delivery charges are not refundable. Any refund of delivery charges will be handled in accordance with our Refunds & Returns Policy and applicable consumer law.

If you no longer want your order, please contact us to explain that you wish to cancel it. Simply refusing a delivery or allowing a parcel to be returned does not necessarily amount to clear notification that you are exercising your statutory cancellation rights.

9. Returns, Cancellations and Refunds

Our Refunds & Returns Policy explains the process for requesting a return, the condition items must be in, the evidence required for damaged or faulty items, and how refunds and exchanges are handled.

Please read the full policy here:

https://www.fidgetsensorysquad.co.uk/policies/refund-policy

The following information summarises how returns and refunds relate to shipping.

9.1 Change-of-Mind Returns for Online Orders

For most online purchases, you have a statutory right to cancel your order without giving a reason.

You must notify us that you wish to cancel within 14 days of receiving your goods. Once you have notified us, you generally have a further 14 days to send the goods back.

Please contact us at support@fidgetsensorysquad.co.uk before returning any item. Once your return request has been reviewed, we will provide the returns address and instructions.

For change-of-mind returns:

  • You are responsible for the direct cost of returning the goods, provided this requirement has been made clear before purchase.

  • Items should be returned in accordance with the applicable cancellation rules and our published Refunds & Returns Policy.

  • Original delivery charges will be refunded where required by law. If you selected a more expensive delivery service than our least expensive standard delivery option, we may limit the delivery refund to the cost of standard delivery.

  • We may withhold a refund until we receive the returned goods or you provide evidence that they have been sent back, as permitted by law.

  • Where goods have been handled beyond what is necessary to establish their nature, characteristics and functioning, a deduction may be permitted for any resulting reduction in value, in accordance with the law.

Please note that the statutory cancellation period is not the same as a voluntary returns period. Our policy will not be applied in a way that removes your statutory cancellation rights.

9.2 Return Eligibility and Product Condition

For voluntary returns and where applicable under our Refunds & Returns Policy, items should be unused, in the same condition as received, include their original packaging and tags, and be accompanied by proof of purchase.

Please contact us before sending any items back. Returns sent without prior communication may be delayed while we establish the reason for the return.

Some exceptions to cancellation rights may apply to particular products under UK law. Any restriction relating to hygiene, safety, opened packaging or product condition will be applied only where legally permitted.

Our policy concerning opened or used fidget and sensory toys, removed tags, popped or burst toys, overstretched items, misuse, breakages and general wear and tear is explained in our Refunds & Returns Policy.

These conditions do not remove statutory rights where an item is faulty, not as described or otherwise does not conform to the contract.

9.3 Faulty, Damaged, Incorrect or Misdescribed Items

If an item arrives faulty, damaged or incorrect, or does not conform to the contract, please contact us at support@fidgetsensorysquad.co.uk with your order number and supporting evidence.

We ask that these issues are reported within 24 hours of delivery, as stated in our Refunds & Returns Policy. This allows us to investigate promptly, but it does not remove statutory rights that may apply beyond that timeframe.

Where we are responsible for supplying faulty, damaged, incorrect or non-conforming goods, we will provide the remedy required by law. This may include a refund, repair, replacement or reimbursement of reasonable return costs, depending on the circumstances and the applicable statutory rights.

Customers will not be required to pay return postage where the law requires us to cover that cost.

9.4 Refund Processing

Approved refunds will be processed in accordance with our Refunds & Returns Policy and applicable law.

Where a statutory cancellation applies, refunds will be issued within the legally required timeframe. For goods, we may generally wait until the goods have been returned or evidence of return has been provided, whichever happens first, where permitted by law.

Any refund of delivery charges, deductions for diminished value or other adjustments will be handled in accordance with the applicable legal requirements.

For our full requirements and procedures, please refer to our Refunds & Returns Policy:

https://www.fidgetsensorysquad.co.uk/policies/refund-policy

10. Customer Support

If you have any questions about shipping, delivery, tracking or a return, please contact us before sending anything back.

Email: support@fidgetsensorysquad.co.uk

We will do our best to assist with your enquiry and resolve any issues fairly.

11. Our Shop

Fidget & Sensory Squad
Unit 5 Market House Arcade
Launceston, Cornwall
PL15 8EP

Opening hours:

  • Monday: Closed

  • Tuesday: 12pm–4pm

  • Wednesday: Closed

  • Thursday: 12pm–4pm

  • Friday: 12pm–4pm

  • Saturday: 12pm–4pm

  • Sunday: Closed