Shipping policy

NexoToys Shipping Policy

  • When will my order be dispatched?

  • We endeavour to dispatch orders 3-7 working days after the day of purchase, however, there are occasions where this may take slightly longer;

    • When ordering items with a longer production time.
    • During times of exceptionally high numbers of orders.
    • If our HQ is closed for an extended period.
    • When you use the Combine Shipping functionality.
    • When your order is placed 'On-Hold'.

  • How can I track my order?

  • You will receive an 'Order Dispatched' email when your orders status has been marked as "Dispatched" on our system. This will contain your tracking link.
    The tracking link will only update once the carrier has scanned your order at their depot centre. Therefore, the tracking information may take up to 48 hours to update and become visible on the carriers tracking page. 

    Once your parcel has reached the destination country, you can get more detailed tracking information from the order tracking page of your domestic postal service, by using the same Tracking Number supplied in your Order Dispatched email.

 

  • How long will shipping take?

  • This depend on where your order is being delivered to and the shipping method selected by you at checkout.  Please note, that the "estimated shipping time" refers solely to the period after your order has been marked as "Dispatched".

    Whilst our carriers do all they can to keep to these estimates, global events and force majeure may impact these timelines. We recommend monitoring your region for such events and adjusting your expected delivery time accordingly.

UK Delivery

Orders are dispatched as soon as possible 

  • Royal Mail Tracked 24- Delivery times are typically 1-3 working days from collection and can be fully tracked during delivery. Delivery times are not guaranteed.

 

US Delivery

Orders are dispatched as soon as possible

  • Royal Mail International Tracked  - Delivery times are typically 7 - 12 working days from collection and can be fully tracked during delivery. Delivery times are not guaranteed. We are unable to control the speed of Customs once your parcel arrives in the destination country. Tariffs and duties are prepaid by the sender.

 

European Delivery

Orders are dispatched as soon as possible 

  •  Royal Mail International Tracked- Delivery times are typically 10 - 15 working days from collection and can be fully tracked during delivery. Delivery times are not guaranteed. We are unable to control the speed of Customs once your parcel arrives in the destination country

 

Rest of the World Delivery

Orders are dispatched as soon as possible 

  • Royal Mail International Tracked - Delivery times are typically 10 - 15 working days from collection. Delivery times are not guaranteed. We are unable to control the speed of Customs once your parcel arrives in the destination country. 

 

 

  • I think my order is lost in transit?

  • Our international tracked packages usually arrive within 10-15 working days from the date of dispatch, and our UK tracked packages usually arrive within 2-5 working days from the date of dispatch. We understand it can be frustrating waiting for your awesome new stuff to arrive, especially if the parcel tracking appears to have 'stalled'. 

    Parcel tracking is not always 100% accurate, nor is it always updated in 'real time'. Parcel tracking only shows when, and at which checkpoint, your order was last scanned as it makes its way through the delivery process. Lack of an update does not mean it's not progressing on its journey.

    For significant delays, our shipping carriers allow us to open an investigation in to a suspected lost parcel only after 28 days of no movement. Investigations can take up to 14 days to complete. 

    On the rare and unfortunate occasion that a parcel has been identified as lost in transit, our Customer Support Team will work with you to find the best resolution.