Delivery – COVID-19 UPDATE

COVID-19 UPDATE

Our physical shop in Covent Garden is currently closed from 5th November 2020 in line with government restrictions.

With regards to mail order deliveries. Our packing and shipping is done from a family run independent fulfilment warehouse outside of London. They adhere to the strictest hygiene conditions as normal good practice and are currently working two on site at one time in a warehouse of 650 square meters and adhering to social distancing in the workplace.

Orders via the website are despatched usually within one working day, however we are currently handling larger than usual volume of orders due to lockdown so please be patient and we are endeavouring to deliver within 7 days in the UK.  We will update you with tracking numbers although this service by the couriers is not always available. We are here to answer your questions by email.

Covid-19 safety June – Oct 2020:

We have implemented Covid-19 measures to make it safe to shop. We have returned to old fashioned shop-keeping. Ring a bell to alert us before entering. Hand sanitiser is provided. Please wear a mask like our shop team. They will be there to assist you so items are not touched regularly. There is a maximum group size of 4 inside the shop at one time. Please check our social media to see updates.

We are reserving Thursday for appointments. With an appointment you will be able to shop the theatres and antique material at your own leisure. Please email in advance for your appointment.

Please do NOT send anything to the shop address as it may not be deliverable. Please see the bottom of the page regarding RETURNS.

To shop the instagram feed in the virtual store: Please email us or message us over social media with your request. We will come back to you with stock availability, timeframe for delivery and payment options. Please note – items ordered from the virtual shop rather than our website are subject to a longer delivery timeframe as we are picking and packing ourselves whilst we have limited hours during Covid-19. These items are forwarded to our mail order warehouse before they come onto you.

LAST ORDER DATES FOR CHRISTMAS 2020

We are encouraging everyone to order as early as possible this year due to Covid-19 restrictions and are currently running at a 72 hour working day turnaround. Under the circumstances ee cannot make guarantees for shipping but we will do our utmost best to get your gifts to you in time.

We recommend getting your orders in by the following dates:

International: 4th December

USA & Europe: 12th December

UK: 20th December

For larger orders, please email us.

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. 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.

DELIVERY

  • We ship worldwide and if your items are in stock it will be despatched within the next working day (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/Royal Mail Signed For via website 3 – 5 Days £6.00 Free for orders over £60.00
UK Expedited Next Day Delivery (Mon – Sat) If ordered before 1pm £12.00

Europe

Delivery Type Time Cost
Europe Standard Delivery for orders up to £250.00 by Royal Mail Tracked 5 – 14 Days £15
Europe Courier Delivery for orders over £250.00 4-7 Days £30

Rest of the World

Delivery Type Time Cost
Rest of the World Standard Delivery for orders up to £250.00 by Royal Mail Tracked 5 – 14 Days £20
Rest of the World Courier Delivery for orders over £250.00 4-7 Days
(We use UPS and this can be as quick as 1-2 days from despatch to New York for example)
£40

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.

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.

RETURN ADDRESS

Benjamin Pollocks Toyshop Returns
Evanwood Limited
Unit 17, Ronald Close
Woburn Road Industrial Estate
Kempston
Bedford
MK42 7SH

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.

Sssh don’t tell anyone but here’s a pic of Santa’s office.