FAQ's

Products

What are your toys made from?

All of our toys are handmade from natural wood. We use only non toxic materials, making them safe for children to handle and play with. No harmful chemicals, paints, or finishes are used in any of our products.

Are your toys safe for children?

Yes. All wood and materials used in our toys are natural and non toxic, and we take great care in how each toy is crafted and finished. Our toys are designed with children's safety in mind. If you have any specific concerns about a product, please contact us before purchasing.

Are your toys suitable for all ages?

Each product listing includes age guidance. Please refer to the individual product page for recommended age ranges. As with all toys, adult supervision is recommended for young children.

Are your toys handmade?

Yes, every single toy in our shop is handmade by us in London, UK. No two toys are exactly alike, each one is crafted and packed with care before it reaches your door.

Do you offer gift wrapping or personalisation?

We do not currently offer gift wrapping or personalisation. All orders are packed neatly and with care in standard packaging.

Can I request a custom or bespoke toy?

We do not currently offer custom orders through the website. If you have a specific enquiry, feel free to reach out to us at Contact@primerefrigerant.shop and we will do our best to help.

Orders

How do I place an order?

Simply browse our products, add your chosen items to your cart, and proceed to checkout. Payment is taken at the time of ordering and your order will be confirmed by email.

Can I change or cancel my order?

As we process and dispatch orders quickly, any changes or cancellations must be requested before your order has been dispatched. Please contact us as soon as possible at Contact@primerefrigerant.shop with your order number. If your order has already been dispatched, we are unable to cancel it, please refer to our Returns Policy once the item has been delivered.

I have not received an order confirmation email. What should I do?

Please check your spam or junk folder first. If it is not there, contact us at Contact@primerefrigerant.shop with the email address you used at checkout and we will look into it for you.

Shipping and Delivery

Where do you ship to?

We currently ship within the United Kingdom only, including England, Scotland, Wales, and Northern Ireland. We do not ship internationally at this time.

How much does shipping cost?

Shipping is completely free on every order. No minimum spend, no hidden charges, what you see at checkout is what you pay.

How long will my order take to arrive?

All of our toys are handmade to order. We aim to dispatch the same day or the next working day after payment is confirmed. Once dispatched via Royal Mail Tracked 48, delivery typically takes 2 to 3 working days. The estimated total time from order to delivery is 2 to 5 working days.

What is your order cut off time?

Orders placed before 6:00 PM (GMT or BST) Monday to Friday will be processed the same day. Orders placed after 6:00 PM, or on a Sunday, will be processed the following working day. We do not dispatch on UK Bank Holidays.

Which delivery service do you use?

All orders are shipped via Royal Mail Tracked 48. Every order includes a tracking number which will be emailed to you once your order has been dispatched.

How do I track my order?

Once your order has been dispatched, you will receive a confirmation email containing your Royal Mail tracking number. You can track your parcel at royalmail.com/track-your-item. If you have not received your tracking email, please check your spam or junk folder before contacting us.

My order has not arrived. What should I do?

If your order has not arrived within 5 working days of your dispatch confirmation email, please contact us at Contact@primerefrigerant.shop. We will check your tracking and liaise with Royal Mail to resolve the issue for you.

Can you deliver to a PO Box?

No. We are unable to deliver to PO Box addresses. Orders placed with a PO Box as the delivery address may be cancelled and refunded.

What happens if I entered the wrong delivery address?

Please ensure your delivery address is correct at checkout. We are unable to redirect parcels once they have been dispatched. primerefrigerant cannot be held responsible for orders lost or delayed due to an incorrect address provided at the time of ordering.

Returns and Refunds

What is your returns policy?

You have 30 days from the date you receive your order to request a return. Items must be unused, in their original condition, and in their original packaging. Please contact us before sending anything back, returns sent without prior approval may not be processed.

How do I request a return?

Email us at Contact@primerefrigerant.shop with your order number, the item you wish to return, and the reason for the return. We will respond within 24 hours (Monday to Friday) with instructions on how to proceed.

Who pays for return postage?

For all approved returns, primerefrigerant provides a free downloadable prepaid return shipping label, so there are no return shipping charges for our customers. Simply contact us before sending your item back, and once your return request is approved, we will email you a prepaid return label that you can download, print, and attach to your parcel. There are no restocking fees or hidden return costs for approved returns.e.

My item arrived damaged or faulty. What do I do?

Please contact us within 7 days of delivery at Contact@primerefrigerant.shop with your order number, a description of the issue, and clear photos of the item and packaging. We will arrange a full refund or replacement at no cost to you.

When will I receive my refund?

Once we receive and inspect your return, we will notify you by email. If your return is approved, we will process your refund within 7 business days to your original payment method.

I have not received my refund. What should I do?

First check your bank account and contact your bank or card provider, as processing times vary. If you have done both and still have not received your refund, contact us at Contact@primerefrigerant.shop and we will investigate immediately.

Payments

What payment methods do you accept?

We accept the following payment methods at checkout:

Cards: Visa, Mastercard, American Express, Diners Club, Discover, Maestro, UnionPay.

Digital Wallets: Apple Pay, Google Pay, Shop Pay.

Buy Now Pay Later: Klarna.

Is it safe to pay on your website?

Yes. Our store is powered by Shopify, which uses SSL encryption and is fully PCI DSS compliant. We never store your full card details.

When is payment taken?

Payment is taken at the time your order is placed. Your order will not be processed or dispatched until payment has been successfully confirmed.

Can I pay in instalments?

Yes. We offer Klarna as a buy now, pay later option at checkout, subject to eligibility. Klarna's terms and conditions apply independently of primerefrigerant.

My payment was declined. What should I do?

Please check that your billing address matches the one registered with your bank and that your card details are entered correctly. If the issue persists, contact your bank directly. You are also welcome to try an alternative payment method at checkout or contact us at Contact@primerefrigerant.shop for assistance.

Contact

How can I get in touch with you?

We are happy to help with any question not covered above.

Email: Contact@primerefrigerant.shop

Phone: +44 7868-260731

Response time: Within 24 hours, Monday to Friday

Address: 92 Clifton Road, London E16 4PS, United Kingdom