Frequently Asked Questions
🧸 Products & Safety
Are your products handmade?
Yes, all our products are lovingly handmade with care and attention to detail.
Are your toys safe for babies and children?
All our products are EN-71 certified, meaning they have passed European safety standards and are tested to be safe for children. Each item is carefully crafted with child safety in mind, making them ideal for newborns, babies, and young children.
What age are your toys suitable for?
Our toys are suitable from birth onwards. Age recommendations are listed on each product page.
When will I get my order?
What materials are used in your products?We use OEKO-TEX certified yarn, hypoallergenic filling, and safety eyes that meet all safety standards.
What does OEKO-TEX certified yarn mean?
OEKO-TEX certification means the yarn is tested and certified to be free from harmful substances, making it safe for babies and children.
Do your toys meet UK / EU safety standards?
Yes, all our products comply with UK and EU toy safety regulations. More info
✨ Personalisation & Custom Orders
Can I personalise a product?
Yes, you can personalise selected products.For animals and dolls, you can add a name using our Personalised Name Embroidery Service.For rattles and dummy clips, we offer our Personalised Wooden Name Engraving Service.
How do I add a name for embroidery or engraving?
Simply select the Personalised Name Embroidery Service/Personalised Name Embroidery Service option on the product page and enter the name in the text box provided.
Can I request custom colours or designs?
Yes, please contact us at info@joygiftlondon.com to discuss any custom requests. We’ll be happy to help and will do our best to accommodate your needs.
Are personalised items refundable?
Personalised items cannot be returned.
Will personalisation affect dispatch time?
Personalised items may require additional production time. Please check the product page for specific timelines.
🚚 Shipping & Delivery
Where do you ship from?
We ship from London, United Kingdom.
How long does production take?
Production typically takes 5-7 business days. Personalised items may take longer.
How long does delivery take?
UK delivery takes 2-3 business days. International delivery varies by destination.
Do you offer express or next-day delivery?
Express delivery options are available at checkout for UK orders. (DPD, Royal Mail 24)
Do you ship internationally?
Yes, we ship worldwide. Shipping costs and delivery times vary by location.
Will I receive tracking information?
Yes, you'll receive tracking information via email once your order is dispatched.
Which shipping carriers do you use?
We use Royal Mail and DPD for UK deliveries, and trusted international carriers for overseas orders.
🔁 Returns & Refunds
What is your return/refund policy?
We accept returns within 30 days of delivery for non-personalised items in original condition. https://joygiftlondon.com/policies/refund-policy
Can I return a personalised item?
Personalised items can only be returned if they are faulty or damaged.
What should I do if my item arrives damaged?
Please contact us immediately with photos of the damage. We'll arrange a replacement or refund.
What if my order hasn't arrived?
Please check your tracking information first. If there's an issue, contact us and we'll investigate.
How long do refunds take?
Refunds are processed within 5-7 business days of receiving the returned item.
🧼 Care Instructions
How do I wash and care for the products?
Hand wash only, Do not bleach, Do not tumble dry, Reshape whilst damp, Air dry only
Can the toys be machine washed?
Our toys are not machine washable. We recommend gentle hand washing only
How should I dry the toys?
Do not tumble dry; reshape whilst damp and allow to air dry only.
🎁 Orders & Gifting
Can I send an order as a gift?
Yes, absolutely, You can send your order as a gift. At the product page, you can choose to add a Standard Gift Box, Premium Gift Box, or a Doll Box before checkout.
Can I include a gift note?
Yes, you can add a gift message in the order notes at product detail page.
Can you ship directly to a hospital or alternative address?
Yes, we can ship to any address. Please ensure all delivery details are correct at checkout
📦 Wholesale & Business
Do you offer wholesale or bulk orders?
Yes, we offer wholesale pricing for retailers and bulk orders. You can view our wholesale catalogue and pricing directly on Faire:
https://joygiftlondon.faire.com
For event orders, organisations, or custom bulk requests, please visit:
https://joygiftlondon.com/pages/events-organisations-wholesale
How can I apply for wholesale pricing?
Wholesale prices vary depending on the product and order quantity. Please email us with your business details and the items you are interested in, and our team will get back to you with pricing information.
Do you work with boutiques or retailers?
Yes, we partner with boutiques and retailers. Get in touch to discuss opportunities. info@joygiftlondon.com
📱 App, Discounts & Payments
Do you offer discount codes?
Yes, sign up for our newsletter to receive exclusive discount codes and offers
• 10% off on our app with code APP10
• 5% off your first order with our Welcome code
• Free shipping on orders over £100
• 10% off on orders over £200
Can I use multiple discount codes?
Yes, you can use more than one discount code, depending on the type of discount.
Is there a mobile app discount?
Check our mobile app for exclusive app-only discounts and early access to sales. Enjoy 10% off with code APP10.
What payment methods do you accept?
We accept all major credit cards, PayPal, Mastercard, Visa, American Express, Shop Pay, Apple Pay, Google Pay, Klarna, Bancontact, Diners Club, Discover, JCB, Maestro, UnionPay
Is my payment information secure?
Yes, all payments are processed securely through Shopify's encrypted payment system.
📩 Support
How can I contact customer support?
You can reach us via email (info@joyfiftlondon.com), contact form, or social media. We aim to respond within 24 hours.
What are your customer service hours?
Our customer service team is available 24/7
