Delivery
Orders via the website are despatched usually within one working day. We will update you with tracking numbers. We are here to answer your questions by email within working hours.
Please do NOT send anything to the shop address as it may not be deliverable. Please see the bottom of the page regarding RETURNS.
Our website
Our online ‘Benjamin Pollock’s Toyshop runs on Shopify, a safe and secure e-commerce platform serving over 165,000 stores around the world. Shopify’s Level 1 PCI certification – industry jargon for top-flight security – covers our online shop, its shopping basket and web hosting. You can find Shopify’s certification on the Visa and Mastercard lists of certified systems.
The final stages of checkout from our web store takes place on Shopify’s secure servers at https://checkout.shopify.com. So do not be concerned when the address in your browser leaves pollocks-coventgarden.co.uk
ORDERING & PAYMENT
- We accept payment by credit card or debit card or via Paypal.
- Privacy Policy : We do not store credit card details, nor do we share customer details with any third parties. (link to privacy policy)
- We are VAT-registered so all merchandise prices and UK shipping already include VAT, except those which are VAT-exempt under UK law. European orders currently carry 20% UK VAT. This is because we are a micro business under the threshold of having to register for VAT in your country and the Brexit rules do not allow us an easier option. We are working to understand this better for the future. Please think of it as the same as if you were to visit us in London and you would expect to pay the 20% tax on a smaller gift item in a shop and not reclaim it at the airport/port. If you are planning on a larger order over £135.00 then please email us direct. European Trade customers please email us. For the rest of the World, you will not be charged VAT on your orders.
- Our VAT number is GB 260 554906
- Once your order has been despatched you will receive a notification that it is on its way.
If you are sending as a Gift, enter the Shipping Address First selecting Different Billing Address to put in your own address details. - Please Note: International orders will require you to meet your country’s import duties, taxes and charges. We are not liable for any charges levied or for the delay in customs.If your order has not arrived with you in the times set out above, please email us on [email protected] and we will do what we can to help sort it out.
DELIVERY
- Items are sent from a warehouse (not the shop in Covent Garden and your orders will be processed within 1-2 working days. (weekends and UK Bank Holidays excluded)
- Our cut-off time for orders is 1pm (GMT) to ensure we can meet the delivery times shows. Orders received after this time each day will be carried over to the following day.
UK
| Delivery Type | Time | Cost |
|---|---|---|
| UK Standard/DHL or DPD | 1 – 3 Days | £6.00 Free for orders over £60.00 |
| UK Expedited/VIP with DHL/DPD/UPS | Next Day Delivery (Mon – Sat) If ordered before 1pm with gift wrapping | £10.00 |
Europe:
| Delivery Type | Time | Cost |
|---|---|---|
| Europe Standard Delivery for orders up to 10kg with DHL | 3 – 7 working days | £15 |
| Europe Courier Delivery for orders 10-20kg with DHL | 3 – 7 working days | £25 |
Orders to the European Union
From May 8th 2025 Benjamin Pollock’s Toyshop will collect import taxes and any applicable customs fees at the point of purchase on our website. Benjamin Pollock’s Toyshop will subsequently pay these taxes over to the relevant EU tax authority. This means that the price you pay on our website is the final cost of your order and you will not be required to pay any other additional taxes or fees to receive the order.
USA/Canada/Australia/NewZealand/Singapore
| Delivery Type | Time | Cost |
|---|---|---|
| Rest of the World Delivery for orders up to 2kg by DHL | 4 – 7 Days | £20 |
| Rest of the World Delivery for orders from 3.5kg-5kg by DHL | 4 – 7 Days | £25 |
| Rest of the World Delivery for orders from 5 – 15kg by DHL | 4-7 Days | £35 |
| Rest of the World Delivery for orders from 15kg + by DHL | 4-7 Days | £100
|
If you would like to order from a country not listed above then the above will give you a guideline, however you will not be able to purchase online directly. Please contact us for more information.
Please Note: International orders will require you to meet your country’s import duties, taxes and charges. We are not liable for any charges levied or for the delay in customs.
If your order has not arrived with you in the times set out above, please email us on [email protected] and we will do what we can to help sort it out.
Shipping address
Please ensure that when placing your order that you provide the correct delivery details. Loss of items due to an incorrect shipping address or the return due to non payment of customs duties are the sole responsibility of the purchaser.
Gifts
If sending a gift to a recipient in the UK then you can add a printed gift message at a cost of £1. We do not recommend that you send a gift to recipients outside of the UK – this is because a customs charge could be levied or a package not collected if the recipient is not aware of the delivery which can lead to your item being returned.
Returns
If you wish to return an item to us, please ensure it is returned unused and in its original packaging, within 10 days of receipt.
Please email us first with the reason for the return and enclose a copy of our confirmation email with the item.
Please send your unwanted items back to us using a ‘signed for’ service so you can ensure it is trackable. We will only refund the item not any shipping costs associated with your order. A refund processing charge of £3.00 will be deducted from your refund to cover costs as we are a small business and we wish to cut down on unnecessary returns for sustainability reasons.
RETURN ADDRESS
Benjamin Pollocks Toyshop Returns
PBS Warehousing Ltd
Unit 8 Corsham Commercial Centre
Potley Lane
Corsham
Wiltshire
SN13 9RH
If an item in your order arrives damaged or is wrong, please get in touch with us via [email protected] so that we can arrange a replacement.