We dispatch all orders before 2 pm each working day to ensure you receive your items fast. We know that, when you order a toy, your first concern is the delivery and the way your goods are packaged.
That’s why our items are being discreetly delivered in plain envelopes or brown boxes, so no one can know what they contain. No labels stating the name of the products inside the box, no logos or any other hints.
Track your order anytime, to make sure it’s on its way to your house or the nearest Post Office, with the tracking code you receive from us, via email (when selecting the Tracked Delivery service at the checkout). Your goods will be dispatched on the same day if you place the order before 5 pm, so they can arrive at you as soon as possible.
If you’re out when your order arrives, you will receive a card telling you where you need to go to pick up your parcel from. Usually, the parcels are taken to the nearest delivery office, where you can collect them from. However, you can always reschedule the delivery day and choose one when you’re available to receive the parcel.
Every shipment is checked carefully and each item is packed as compact as possible, to ensure the best protection of your order. Also, we pack using only top quality mailing materials and we send our goods discreetly packaged. That means no company names, logos or product titles. Our items come in plain bags or boxes. All the dolls and larger orders are being dispatched in boxes. However, we can pack any item in boxes as long as you select the Next Day Delivery option and leave us a comment on the order, stating you'd like to receive the item packed in a box.
Once we process and dispatch your order, you will receive an email to inform you about the status of your purchase. Usually, our goods should arrive at the destination the next day after they’ve been dispatched.
If you are not satisfied with one of the products you’ve bought from us, we are here to help you. We care about your happiness so we can offer you alternatives, in order to fix the issue.
Return your product
Our return policy lasts for 30 days. Before asking for a refund/replacement, please make sure that the 30 days haven’t gone by since your purchase.
Keep your receipt or any other proof of purchase, so we can make sure that the item you want to return was bought from our company. Also, the proof needs to contain your order number and the confirmation of the address where the products have been delivered to.
Once we receive your item, we will inspect it and we will contact you via email to notify you of the approval or rejection of your refund. If your refund is being processed, a credit will be applied to your credit card (or the method of payment you used) in 3 to 5 working days.
Please do not send us goods which aren’t supplied by us. We do not take responsibility for repairing or returning them. Also, please remember that our warranty does not cover damages caused by improper care, negligence, normal wear or tear or any accident. We can repair the previously mentioned damages, for a reasonable fee.
In case you realize that your product has a defect, please stop using it and inform us about the problem.
Make sure that your product is within its guarantee period and check to see if you can get a refund, based on the circumstances you are in. You can also ask for an exchange, by sending your item with your order number toLucidtoys15 Station Field Industrial Estate, Kidlington, Oxfordshire, OX5 1JD.
Please check your purchase account, to see if the refund has been posted. If nothing shows up, please contact your credit card company/bank. Remember that there is some processing time before a refund is officially posted.
If you’ve contacted your bank and you still have not received your refund yet, please contact us via email.
Before returning your product, please email us first, letting us know about the situation.
Please keep in mind that shipping costs are not refundable, so in case you receive a refund for your item, the cost of return shipping will be deducted from it. That means that you will be responsible for paying for your own shipping costs for returning the goods for exchanges or non-faulty product issues
We kindly ask you to let us know if you are satisfied with our products and services, so we can constantly improve ourselves, in order to make our customers happy.