For most products, you have 14 days to notify the Partner or us – and or the small business who created your items – if you want to return or exchange the item and another 14 days to send them back. The return period will expire 28 days from the day on which you receive the goods you have ordered. This applies to cancellable goods (there’s a guide below to help you see what’s cancellable and what isn’t).
If your item arrives damaged you must inform us within 14 days so we can claim against our courier companies, who also have a time limit for damages of 14 days.
On some items for sale on our web site you may see items used to enhance the product and or maybe extras in the picture that are not for obvious reasons included in the sale of the item your are looking to purchase, please keep this in mind as any extras as above will not be included in the sale of the item you are looking at.
Please note that as many of our items are made from soft woods and are painted when in use they may loose paint and or chip, etc, as they are played with the children and used on a hard surface.
We are not responsible for any damage during your use of the item in question.
PLEASE NOTE:
You must send your return to us, by a tracked service, and send us the tracking number and service used. and keep a note of this yourself, we will refund your postage charge based on a cost effective rate using our standard next day delivery cost of £4.99, up to £50 and £5.99 above £50.
If you paid by card then we would not be able to refund the return postage onto that card if your refund is in full, we cannot put more onto the card then you paid with, so an alternative method for the return postage would be required.
We do not provide return labels anymore due to severe abuse.
Any items returned to us must be unused and in original packaging.
Please send by a tracked service by the cheapest method.
Our Returns address:
Learning Bugs, Unit 6, Union Street Business Centre, Scissett, Huddersfield, HD8 9JL.
Please include your name/address/order number.
As some of our Toys are made from soft wood and hand made/painted sometimes light marks etc may be detected, this does not effect the toy in anyway and as the child plays with the item it may or may not mark, these are not faulty items/seconds/customer returns, we therefore deem any light marks as normal and therefore not classed as faulty.
Some large/heavy items may be sent with duck tape around the packaging to protect it during transportation, this does not mean it is a used or customer return item.
Some products may be sent in its original packaging, as it arrives from our suppliers, which may show the brands name, etc, and may not have additional outer packaging on, if your item is for a gift then we can make sure your item arrives with plain packaging, please let us know if your item is a gift.
Some customers like and or ask us to reduce the amount of packaging.
How to cancel your order, or return or exchange a product
1. Contact the Partner or us to let them know that you wish to cancel your order, or return or exchange a product by either using the contact information on your delivery note or by contacting hey@learningbugs.co.uk
The cost of return postage will be at your expense unless the goods are faulty or the Partner or us– the small business that made or sourced your order – offers a ‘free returns’ service.
b. asking us to do this on your behalf – due to illness etc when you cant get out to post note that this may add a delay with the extra step added to the process
2. If already received, package the item up and send it back to the Partner within 14 days of letting us know that you want to cancel your order and return the product (we recommend you use a signed-for delivery service with proof of postage). Please note that you will have to bear the direct cost of returning the product.
3. As the seller’s payment agent, we will process the refund directly to your payment card, in no more than:
a. 14 days after the day the product is received by the Partner or us or
b. if earlier, 14 days after the date you provide evidence that you have returned the product to the Partner or us or
c. if there were no goods supplied, 14 days after the day on which you informed the Partner or us (via Step 1 above) about your decision to cancel your order.
Please don’t destroy or throw away any product and where relevant the external packaging, even if it’s faulty, before you’ve spoken to the Partner or us and agreed that doing so won’t affect any refund you may be entitled to.
Please note that you are liable for any diminished value of the product resulting from the handling of the product in any way other than what is necessary to establish the nature, characteristics and functioning of the product while you are responsible for it (this includes, in the context of a return, when the product is in transit back to the Partner or us).
Please note that if you request to begin the performance of a service during the above cancellation period that you will be liable to pay for the service you received prior to your communication to us that you intend to cancel the contract. This may apply to you if you have purchased an experience with us.
All Partners and us comply with our returns policy, giving you peace of mind when ordering. If you have any further questions, please get in touch with us by submitting a request to speak to our customer service team.
What you can’t send back
Unfortunately, some items are non-cancellable and non-refundable:
Anything that’s made to your specific requirements (i.e.: outside of standard customisation options offered by the Partner to all customers), is personalised or otherwise can’t be resold due to a bespoke element
Perishable products (like food or flowers)
Creative pieces that are specially commissioned when you place an order, like art, sculpture and ceramics
Personal items sold with a hygiene seal (like cosmetics or underwear) where the seal is broken.
To avoid disappointment, please check whether an item is cancellable or non-cancellable before ordering.
How do I cancel my order?
If your order hasn’t been accepted or dispatched just yet, the best thing to do is contact the Partner or us – the small business that made or sourced your order – to let them know that you wish to cancel the order by contacting us at hey@learningbugs.co.uk
When will I be refunded?
Refunds or exchanges will be made to you within 14 days of receipt of the returned goods, provided you have followed all of the procedures and time frames set out in our return guidelines.
As the Partner’s payment agent, we will process the refund directly to your payment card, in no more than:
1. 14 days after the day the product is received by the seller; or
2. if earlier, 14 days after the date you provide evidence that you have returned the product to the Partner; or
3. if there were no goods supplied, 14 days after the day on which you informed the Partner or us about your decision to cancel your order
4.Refunds are normally made on the day the item returns to us.
Have my orders been received?
For information about whether items have been received by the Partner (the small business who created or sourced it) use the contact information provided by hey@learningbugs.co.uk
My order arrived faulty
We hope that every purchase will reach you in a perfect condition, but, in the rare case it doesn’t, please get in touch with the Partner to let them know.
Some of our Partners are the small creative businesses who sell through Learning Bugs.
We also sell our own goods.
You must inform us with 14 days of any issues/damage to any goods.
We also supply our own sourced goods via our web site.
Please send the same day a picture of the faulty item and packaging to hey@learningbugs.co.uk
If your item is faulty then you will have to return to us and we will refund your reasonable postage cost for what we paid to send it to you, for items under £50 this is £4.99, above £50 then it will be £5.99.
We have to deal with the returns this way in the case of user error with the product or the user cannot use the product.
Wrong Item Sent
In the rare event of us or our partners sending you the wrong item, please return using a tracked service and we will refund you in full plus the return post £4.99 up to the value of the Order of £50 and £5.99 above £50.
My orders
You can find the option to contact the relevant Partner in the confirmation email you received when ordering.
It’s necessary to include as much information as you can about the issue and if possible also provide some pictures that show any damage to the product and where relevant, the external packaging. Please don’t destroy or throw away any product or packaging, even if it’s faulty, before you’ve spoken to the Partner or us and agreed that doing so won’t affect any refund you may be entitled to.
Our Partners and we aim to respond to all enquiries within 24 hours and will let you know how best to proceed. Should you still require assistance after contacting the Partner, please do contact us directly.
Can I return any order purchased from the site
Unfortunately, some items are non-cancellable and non-refundable:
Anything that’s made to your specific requirements (i.e.: outside of standard customisation options offered by the Partner to all customers), is personalised or otherwise can’t be resold due to a bespoke element
Perishable products (like food or flowers)
Creative pieces that are specially commissioned when you place an order, like art, sculpture and ceramics
Personal items sold with a hygiene seal (like cosmetics or underwear) where the seal is broken.
To avoid disappointment, please check whether an item is cancellable or non-cancellable before ordering.
My Item is personalised but I don’t like it
If an item is personalised or specifically made to order it cannot be returned or refunded unless it is faulty. See our returns policy for more information. We always try to ensure that the images of products on our website are as realistic as possible and that the product details include all the information you need to decide if the item is suitable for you.
You can always contact the Partner or us – the small business that made your item – to ask them questions or ask for their advice on how best to proceed if you have an issue. They should respond to you directly, usually within 24 hours. To receive and respond to their messages please log into your account, visit the ‘my orders’ section and use the ‘Contact the seller’ button, or just follow the link below to log in:
I have a complaint about a purchase
The terms in place between us and our Partners or us make it clear that no product should be uploaded to the site or offered for sale or supply if it’s unlawful in any way. This includes a requirement that all items meet relevant standards in respect of their manufacture and are fairly sold.
We pride ourselves on being able to provide customers with full, complete and accurate product descriptions so that they can make informed decisions about whether or not to buy something. If the description didn’t live up to your expectations, or you felt it was misleading in any way please contact the Partner by logging into your account, visit the ‘my orders’ section and use the ‘Contact the seller’ button or just head to my orders.
You can also find the option to contact the relevant Partners or us in the confirmation email you received when ordering, but of course if you still require assistance after contacting the Partner or us, please get in touch with us directly and we’ll be more than happy to help.
Are return costs reimbursed?
The cost of return postage will be at your expense unless the goods are faulty or the Partner – the small business that made or sourced your order – offers a ‘free returns’ service.
If your item is faulty then you will have to return to us and we will refund your reasonable postage cost for what we paid to send it to you, for items under £50 this is £4.99, above £50 then it will be £5.99.
We do not provide return labels due to severe abuse.
if you have simply changed your mind then we reserve the right to deduct from your refund the delivery charge and or a re-stocking fee up to 50% of the cost of the item subject to the condition it arrives back at our warehouse.
We have to deal with the returns this way in case of user error with the product.
Shades of colour may differ depending on how and what you view the products on.
Delivery Policy.
Most of our orders are shipped to arrive next day by DHL or Royal Mail, as standard, subject to weight and size dimensions, If we have the product in stock.
80% Plus of our items are held in stock.
We only ship to the UK from the UK.
Delivery is £4.99 under £50 and free delivery over £50.
Last orders are 3pm Monday-Friday for delivery next day.
Please note that due to Worldwide stock and shipping issues and ongoing strikes deliveries, this can lead to our deliveries been delayed reaching you we are trying our best in what are very difficult times.
This has a knock-on effect so sometimes we can’t send for next day delivery, so there could be a delay please keep this in mind.
We are trying our best.
We have had to introduce a Minimum spend of £25 in order for us to offer the best deals, with free/subsidised shipping and up to 10% discounts.
Some items we sell are from smaller brands and maybe personalised, bespoke and made-to-order products, and they ship direct, which can take from 3 to 7 days to reach you.
We ship Monday to Friday for next day delivery, (Friday orders may not arrive until the Monday) orders must be placed before 3pm each day for next day delivery, orders placed after this time may be delayed by one day.
We cannot offer an exact timed delivery service, and we cannot offer a Guaranteed next day due to the cost, but, 99% are delivered the next day.
Once your goods have left us then it’s between you and DHL/Royal Mail, so if you need to rearrange delivery or to a safe place etc all can be done with the tracking info you receive.
DHL will text/email to give you a one hour time slot normally, when the parcel is picked up from us.
We can only ship to the address you put on your order, if you need to change this when your item has been shipped you can do so by the DHL email/text you receive ie: to a safe delivery place or DHL pick up point.
You must inform us or DHL if you wish to change the delivery date and or safe place or DHL pick up point if you are not going to be in.
Once the parcel is delivered it is then it’s your responsibility.
We do offer a click and collect from our central warehouse, Unit 6 HD8 9JL, discounts are offered for collection of large bulky items.
If your item ships in more than one box you may not receive them in the same delivery.
Please Note:
Delivery options are unique to each of our sellers. Delivery costs for each product are displayed in the cart. Each item is shipped directly by the seller of that product.
All our sellers offer flat rate standard shipping depending on the size of the product.
Multiple products of the same size from the same seller won’t increase the delivery cost.
You can see the total delivery cost on the checkout page.
Please note that personalised, bespoke and made-to-order products Dropship items may take 3 to 7 days to make maximum.
All our sellers offer flat rate standard shipping depending on the size of the product.
In order to reduce our footprint over waste, we may use recycled packaging/box’s to ship our items more so in larger items we ship, we hope you understand, and may not contain the product name you have purchased on the box/packaging.
Some products may be sent in its original packaging, as it arrives from our suppliers, which may show the brands name, etc, and may not have additional outer packaging on, if your item is for a gift then we can make sure your item arrives with plain packaging, please let us know if your item is a gift.
Some customers like and or ask us to reduce the amount of packaging.
All our DHL Yellow shipping Packets/Bubble wrap and paper is recyclable.
Xmas orders last orders 22nd December, but, not guaranteed due to strikes and volume of traffic at this time of year.
We are closed 23rd 24th 25th 26th 27th 31st December and 1st 2nd January.
Deliveries resume 28th 29th 30th December, 3rd January.