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Frequently Asked Questions

Q. How can I redeem the Buy Now, Pay Later offer?
A. The 90-day credit can be availed of when your order exceeds £1000.00 GBP worth of in-stock items only. This offer does not apply to any subsequent backorders.  Any outstanding invoices must be cleared on your account before the goods are shipped. Payment is due 90-days after purchase, and the code JULY90 can only be used once per customer. This offer does not apply to Proforma customers.

Q. How quickly will my toys be delivered?
A. We have a consistent next-day delivery service throughout mainland UK (Offshore deliveries will take 2/3 days).

Q. When do I have to place an order by to receive next day delivery?
A. All orders place by 12:00pm are delivered by the next day throughout mainland UK.

Q. What is your minimum order value?
A. We have no minimum order value but our carriage-paid order value is £150 goods total for mainland UK customers and £250 for offshore customers (i.e. Western Highlands & Islands, Isle of Wight, Isle of Man and Channel Isles).

Q. What is your carriage charge?
A. For mainland customers we charge carriage of £7.50 on all orders under £150 good value. For offshore customers (i.e. Western Highlands & Islands, Isle of Wight, Isle of Man and Channel Isles) we charge carriage of £15 on all orders under £250 goods value.

Q. What are your payment terms?
A. Payment terms are 30 days from date of invoice. New customers are required to pay pro-forma for the first order and then 30 days thereafter.

Q. I haven’t ordered from you before – do I have to set up an account?
A. Yes, an account will need to be set up before placing an order with us. Just simply fill in the ‘sign up’ form on this website or send an email.

Q. What happens when a product I want to order is not in stock?
A. All products not in stock at the time of order are placed on our backorder system. For mainland customers we wait until the value of your backorder amounts to more than £25.00 worth in stock and then send it to you carriage-paid. For offshore customers the backorder amount has to be more than £50.00.

Q. I want to pay my invoice by BACS – what are your bank details?
A. Our bank details for receiving payment by BACs are as follows:

Bank Name: HSBC plc

Sort Code 40-36-15

Account Number: 32567490

IBAN/BIC: GB90HBUK40361532567490 / HBUKGB4108R

Q. My goods have been damaged on delivery, what should I do?
A. Please contact us within 7 days in writing quoting your invoice or delivery note number, account reference and details of item(s).

Q. I have received goods that I have not ordered, what should I do?
A. Please report any wrongly delivered goods to us on 01779 478078 quoting your account reference and details of item(s).

Q. What should I do if I do not receive everything I’ve ordered?
A. Occasionally products may be out of stock. If this is the case it will be indicated “to follow” on your delivery note or invoice and you will not have been charged for this item. The product will be placed on our backorder system and sent when back in stock. However, if the item is shown as sent on the delivery note or invoice and you have not received it, please report this within 7 days on in writing quoting your delivery note or invoice number, account reference and details of item(s).

Q. Are your social media accounts monitored 24/7?
A. No, our social media accounts including Keycraft and all of our brands, are not monitored 24/7. The best way to get in touch with us is by emailing sales@keycraftglobal.com or calling us on 01779 478078.

Q. I have received an email to say my subscription is ending, what does this mean?
A. We want to ensure everyone who is receiving our marketing emails, wants to hear from us. If you do not open 11 or more of our marketing emails, your email address is automatically flagged as "unengaged" by our marketing system. You are then sent 3 emails over the course of 2 weeks, asking you to 1. Confirm your subscription, 2. to ask if you are still interested, and lastly - 3. that your subscription is ending. If you do not engage with any of these emails, you will be automatically unsubscribed on the 1st of the following month. If you do engage with any of the 3 emails, you will continue to receive our marketing emails (such as stock alerts, new product launches, news & insights). Whether you are unsubscribed or not, you will always receive order updates from your sales rep and customer services.

To remain subscribed, we recommend you open at least one of our marketing emails per month.

Browse Keycraft's wholesale pocket money toy range.