FAQ's
Here you will find a selection of queries that we hope will re-assure you about your purchase. If your specific query is not covered here please feel free to contact us by email at thetoyteam@bigbrandtoys.co.uk
Q: Can I collect my items directly?
A: Sorry collections are not available from our premises
Q: Do you use stock images?
A: No, we take our own photos of the products we stock.
Q: Do you offer Pre-Orders?
A: No, we only sell items that we physically have in stock.
Q: How will my parcel be packed?
A: Items are packed in boxes with protective packaging
Q: Can I track my package?
A: Yes, a tracking number is added once your order has been dispatched and this will take you through to the carriers website from your order page or from the links that the carrier provides. We supply the email you provided to the carrier who should also send you updates on your parcels progress.
Q: The courier says my parcel has arrived but I cannot find it?
A: If you have received a delivery notification but are unable to locate the parcel please let us know via email as soon as possible. We will make contact with the carrier to identify where the parcel has been left. If you are still unable to locate the parcel we will open a case with the carrier and ask for further information to help locate the parcel. On the rare occasion where a parcel cannot be found we will initiate the carriers Denial of Receipt (DOR) process and send a form through for you to sign confirming that you have not received the parcel. This will be forwarded to the carrier. This process will need to be completed and the claim accepted before we are able to issue a refund.
Q: What if my item arrives damaged?
A: Although packed carefully, if on the rare occasion an item arrives damaged (beyond any damage specified on the item page and beyond general wear due to the age of some of our items) we gratefully ask you to contact us within 24hrs by email at thetoyteam@bigbrandtoys.co.uk . Wherever possible we ask customers to send us images so that we can understand any issue fully before offering a resolution.