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FAQ overview


Duncans Toys FAQ
Delivery Questions
Discount Coupons
Privacy and Security


Can I give my coupon to anyone else?

Absolutely. You can use your coupon yourself and/ or pass it to somebody else. You can simply e-mail the coupon code to your friends (that's all they need to use the coupon). 

You and your friends can use the same coupon several times. (Please see coupon for expiry date)

Cancel Items from an Order

You can cancel or amend any order placed with, provided that the order has not yet entered the packing process.

If the order you want to cancel is listed as "Items Dispatching Soon" or "Items Dispatched", you will need to wait until the order is delivered to you before you can cancel the order. Please read the Your Statutory Rights help page to find out more.

Do you have a shop ? Can I buy your products in the store?

We currently do not have a shop

How are my products delivered to me?

Standard Delivery

  • Deliveries are sent via Royal Mail, or Courier.
  • Delivery in 3 to 5 days
  • Monday to Friday
  • Free delivery over £40 appliers for the UK mainland only
  • We can’t deliver during a specific time slot, but if you are likely to be out we are happy to deliver to a work, family or friend address
  • International delivery is available at an extra cost

Express Delivery

  • Order by 1pm for next working day delivery
  • Orders placed after this time will take 1 - 2 working days
  • Express Delivery is not available to Scottish Highlands and Islands
  • Express delivery exludes weekends and public holidays.



How can I pay by bank transfer?

We no longer accept payments by bank transfer.

How can I pay for my order?

You can pay for your order by Credit Card (Visa, Master card), or with your Debit card (Solo, Visa, Maestro) or via PayPal

Please note that a contract of acceptance of your order has not been entered into, until your order has been shipped.

How do I buy items from your website?

Shopping on is simple and safe. Click the Add to Basket button next to the item you would like to order, and item will be added to your shopping basket, where you can later adjust quantity or remove items.

  • To complete your purchase: Press "Checkout " ( under basket subtotal) or "Checkout" ( top right of page)
  • To remove an item from your basket: Either click the x next to the item in your basket or, Click the "My Basket " link at the top of the page then click the bin icon next to the item, then continue shopping or go to checkout.
  • To add more of a particular item type the amount in the "Qty" then click "Update Shopping Basket 

How fast is my order processed?

Orders are processed and picked for delivery within 24 working hours.

Most orders are sent using Royal Mail 48 Hour service. These should arrive within 2 - 5 working days.

All orders are sent using RoyalMail basic tracking. Please ask us if you require your tracking number.

If you have selected Express Delivery, or your order is heavy/oversized it will be sent with out Courier company - Interlink Express/DPD. You will be sent tracking information by email if this is the case.

How many times can I use my coupon?

We have several types of coupons with different expiry dates and application times. Terms for each coupon are displayed on the coupon under the Coupon code. 

If you are having difficulty with coupon terms, contact us quoting the coupon code and will be happy to provide you with details.

How much is delivery?

Standard Delivery:

Free when you spend £40

or £3.99 for orders under £40

Express Delivery


How will I know whether or not my order went through?

At the time you place your order, a thank you letter will be emailed to you with a information about your order

Your will also be able to see your order by going to the "Your Account" section of the website

I have a discount coupon. How do I use it?

Using your discount coupon is very easy - just enter your Coupon code in the field on the basket page. Here are detailed step-by-step instructions:

If you are having any difficulty using your coupon, contact us quoting the coupon code and will be happy to provide you with details.

International Orders

Unfortunately we are not able to accept international orders due to Shipping costs, we do however ship to France and Germany as well as the UK

Is my credit card information secure online?

Absolutely. We use SSL (Secure Socket Layer) encryption to ensure that the information is safe from anyone trying to intercept it.

Privacy and Security - More information is committed to ensuring the security and privacy of all its web site visitors and customers.


Our site utilizes Security Sockets Layer (SSL), an advanced data encryption system designed to ensure the security and confidentiality of information exchanged between your browser and the e-commerce server. All of your personal information, including credit card numbers, is encrypted and then transmitted from your browser to our e-commerce system securely.


We do not store credit card details nor do we share customer details with any 3rd parties

Refunds/Cancellations - 30 Days Money Back Guarantee

All products are covered by our 30 Days Money Back guarantee.

If you are unsatisfied with your purchase or if you change your mind, simply return the products to us in its original packaging and saleable conditions within 30 days from the date of order. We will then refund your money (minus postage charges) or do an exchange for you as you wish.

How to Claim: Please contact our friendly customer service and we will organise an exchange or refund to you. You MUST contact us first before returning the item.

Terms and Conditions:

  • Claim must be made within 30 days from the date of order
  • Items must be in original packaging and in saleable conditions
  • Return the item within 14 days after we issue you the return number.
  • Exchanges must be of the same value. If the replaced item is of greater value the customer agrees to pay for the difference.
  • Refunds will be issued by credit back to your credit / debit card

Terms and Conditions

<p>We are entitled to withdraw from any contract in the case of obvious errors or inaccuracies regarding the goods appearing on our website.</p>

<p>If an error or inaccuracy is discovered with regards to the advertised price of the goods that you have ordered, we will contact you as soon as possible by email. This will be to inform you of the correct price of the goods, and to ask you if you wish to continue with the order at the amended price, or to cancel the order altogether. If we are unable to contact you or we receive no reply from you, we will cancel your order.</p>

<p>We reserve the right to change prices listed without notice</p>

<p>We reserves the right to refuse to supply to any individual or company.</p>

WEEE Regulations

The Waste Electrical and Electronic Equipment (WEEE) Directive is now UK law. The legislation aims to make producers pay for the collection, treatment and recovery of waste electrical equipment. The regulations also mean that suppliers of equipment like high street shops and internet retailers must allow consumers to return their waste equipment free of charge.

The amount of WEEE we throw away is increasing by around 5% each year, making it the fastest growing waste stream in the UK.

Distributors of new Electric and Electronic Equipment (EEE) have a part to play in reducing the amount of WEEE going into landfill sites.

DuncansToys are obliged under these regulations to offer our customers free take-back of their WEEE on a like-for-like basis when you buy from us a new Electrical or Electronic product.

For example, if a customer bought a new Controller from us we would accept their old Controller and prevent it going into a landfill site by disposing of it safely. Customers must return their WEEE item to us within 28 days of purchasing their new item.

Under the Waste Battery Regulations, DuncansToys are now offering a take back scheme for all portable waste batteries (You can return your waste batteries to our business premises in person (PLEASE DO NOT POST)).

Alternatively, you can find your local waste portable battery recycling facility at

Most supermarkets and shops that sell batteries will have collection bins for used batteries, and some town halls, libraries or schools may also set up collection points. End-users may find stores in their local area more accessible.

If you wish to return your WEEE item, please contact us at the telephone number / E-mail address below: 01225 783280

Under the WEEE Regulations, all new electrical goods should now be marked with the crossed-out wheeled bin symbol shown below:

Goods are marked with this symbol to show that they were produced after 13th August 2005, and should be disposed of separately from normal household waste so that they can be recycled.

  • Much of the UK’s WEEE ends up in landfill, where the lead and other toxins it contains can cause soil and water contamination. This can have a harmful effect on natural habitat, wildlife and also human health.
  • Many electrical items that we throw away can be repaired or recycled. Recycling items helps to save our natural finite resources and also reduces the environmental and health risks associated with sending electrical goods to landfill.



What if there is nobody home when my order is delivered?

Deliveries are done between 9:00 a.m. and 5:00 p.m. from Monday to Friday.
Courier will make 1 attempt to deliver the package to your specified shipping address. If a delivery fails because there is nobody to sign for the parcel, the courier will leave a note in your postbox informing you about delivery attempt. After that you can pick up your order from the post office (address will be provided on the note)

Our couriers deliver to offices as well, so if you are at your work place between 9:00 am and 5:00 p.m. you can specify your work place as a delivery address.