You pre-ordered a copy of ThE ToYMaKeR’s KeY and of course you want it to arrive ASAP! The below pre-orders are expected to release on the following dates, as listed in each item’s description. You will receive an email when your order ships!
A Pre-Order is where a customer places and order for an item that we do not yet have in stock. In this event, we reserve the customers’s order and when we have the required item(s) in stock, we despatch them to the customer.
If you would like to get in touch please contact us and we’ll get back to you as soon as possible. We usually respond to emails within 2 working days but this can take longer as we are receiving a much higher volume of emails than usual.
Unless otherwise stated in the product’s description, none of our items come with a certificate of authenticity. This is because most of our items are signed in-house by the artists and/or writers involved.
Our secure system accepts MasterCard, Visa, Visa Debit, American Express and Maestro (Only UK issued Maestro cards are accepted). We also accept PayPal and Pay in 4 options.
At the moment we do not offer a next-day delivery service, however we do offer VIP express delivery for the UK so your order can be with you within 3 days
Afraid not! If you’ve placed an order and missed an item or wish to add more you’d just need to cancel it through ‘Your Account’ and place a whole new order online. If you are unsure of what to do please reach out to us on hello@thetoymakerskey.com
If you need to change the card, delivery details or cancel any items you can do this through Your Account by going into the Open Orders section and clicking into the order you want to update. Once you’ve successfully updated the card details or delivery address on an order you’ll receive email confirmation confirming that change.
If you checked out as a Guest and need to change your address urgently we strongly recommend creating an account and doing this manually as this is the quickest way to change those details. We can close the account for you on request once the order has been completed.
You can also email us to request an address change but due to a high volume of enquiries we may not be able to amend your details until the order has already been shipped out to you. We advise checking your orders regularly to ensure that they are being delivered to the correct address. We cannot update your card on your behalf.
Yes, we can deliver orders outside the United Kingdom. If you are an EU resident, your postage rates are calculated for you at the checkout stage. If you are living outside Europe our current worldwide shipping rates are: Standard Tracked Shipping (10 – 15 Working Days) £15
Please be aware that when a package is delivered within the EU or internationally, it may be subject to import taxes, customs duties, and/or fees imposed by the destination country such as handling fees.
These charges can vary widely and are often based on the price and type of item, package weight and dimensions, origin country, and the taxes, duties, and fees of the destination country. The customer is responsible for paying these fees and we cannot verify what they will be prior to shipping.
Please be aware that due to changes in UK and international law in 2021 with regard to importing and exporting regulations, we cannot always ship items to a BFPO or PO Box address.
We will attempt to deliver items to these addresses, however if the parcel is returned to us as a failed delivery we can only issue a refund for that shipment, and we won’t attempt re-delivery to the same (or an alternative) address.
We advise where possible to select an address where someone is available to physically receive the parcel, especially when placing larger orders that are shipped by courier as these usually require a signature or alternative confirmation of delivery.
We understand that some customers use freight forwarding services to get their parcels delivered internationally.
You can use these services for shipping of your order, but please note that The Toymakers Key is only responsible for delivery to the address you provide for your order, and cannot be held accountable for further delivery arrangements once it has been received at a freight forwarding address.
Please also be aware that we do not currently provide tracking numbers to the majority of our shipments with a total value of £45.00 GBP or less, and that some forwarding agents require this information to process your package.
For orders valued at £35.00 or under going to mainland UK addresses we use Royal Mail Second Class and we don’t have tracking information for these shipments.
For shipments or single products over the value of £45.00, we will use DPD for UK delivery. You will receive a tracking number separately via email that becomes active once DPD have scanned your parcel at their depot.
For shipments of international orders below £50.00 we will use standard international airmail, and we do not have tracking information for these shipments.
For shipments or single products over the value of £50.00, we will use DPD for most EU destinations and Parcel Force or DPD for the rest of the world. You will receive a tracking number separately via email that becomes active within 24 hours of being emailed.
Please note if you have multiple orders with us with items charged and ready to ship we might combine these orders into a single shipment on despatch. This will increase the overall value of the shipment and result in it being sent by courier.
Our contracted courier services will usually leave a calling card if they’re unable to deliver to your address. Please follow the instructions on the card to re-organise delivery or pick-up directly with Royal Mail or DPD.
If you require further information regarding the attempted and failed delivery of your parcel(s) please contact us and we’ll get back to you as soon as possible
If we have not yet charged or shipped your order, you can cancel by logging into Your Account online and selecting the relevant order. You do not need to contact us.
If your order has been marked ‘Charged’ please contact us and we’ll get back to you as soon as possible.
If you would like to return a purchase, you may do so within 14 days of receiving your order, or if you notify us within 14 days of receiving your order, you have 14 days from that date to return your unwanted item(s). The item(s) must be in resalable condition and sealed in its original undamaged packaging, complete with its original undamaged external box where applicable.
Please securely repackage your unwanted item(s) and either use the returns sticker on your despatch note or post them back to the following address:
The Toymakers Key
78 Mill Lane, London, United Kingdom, NW6 1JZ
Please note you would need to pay postage for this return.
Please ensure you include a note with your order number inside the package so we can trace the return back to your order and process that refund for you. We’ll issue your refund once we have confirmation that your return has been received at our returns department; the refund usually shows in your account within two working days of being processed.
Please see the Terms and Conditions for further information.