Shipping & returns.
How orders leave our facility, when they arrive, and what happens if something is not right. Lead times below are typical planning ranges — the confirmed dates always appear on your proforma invoice.
1. Order processing
Production starts when the deposit is received and the pre-production sample (if required) is approved in writing. Artwork, colour and packaging approvals are part of the critical path — delays in approval move the shipping date by the same amount.
| Stage | Typical time | Notes |
|---|---|---|
| Sample (existing item) | 3–5 business days | Stock colours; custom samples 7–10 days |
| Pre-production sample | 7–12 business days | After deposit and artwork confirmation |
| Bulk production | 20–35 business days | Depends on quantity, tooling and season |
| Inspection & packing | 2–4 business days | Batch testing, carton check, export documents |
2. Shipping methods
We quote EXW, FOB, CIF and DDP depending on destination and buyer preference. Sea freight is standard for bulk orders; air and express are used for samples and urgent replenishment.
| Method | Typical transit time | Best for |
|---|---|---|
| Express courier | 3–7 days | Samples, small urgent orders |
| Air freight | 7–12 days | Launch quantities, seasonal top-ups |
| Sea freight (FCL) | 25–45 days | Full-container bulk orders |
| Sea freight (LCL) | 30–55 days | Smaller programmes, consolidated cargo |
Transit times are port-to-port or door estimates and depend on carrier schedules, customs clearance and destination inland transport. We share the booked schedule and tracking details once the shipment is on its way.
3. Packaging & documents
Standard export packing is designed for the product and the route: retail-ready cartons where required, protective inner packing for fragile items, and palletisation for container loads. The following documents are prepared as standard for export orders:
- Commercial invoice and packing list
- Bill of lading or air waybill
- Certificate of origin (on request)
- Test reports and declaration of conformity for the destination market
- Product specification sheet and approved-sample reference
If your market requires additional certification, labelling or language versions, tell us at the quotation stage so it is built into the cost and the timeline.
4. Damaged or incorrect goods
Inspect the shipment on arrival. If cartons are visibly damaged, note it on the delivery receipt before signing where possible. For any damage, shortage or incorrect item, contact us within 7 days of delivery with:
- Photos of the outer carton and the shipping label
- Photos of the affected units, including the packaging
- Quantity affected and the order or invoice number
We check the claim against the approved sample and the pre-shipment inspection record, then confirm replacement, repair or credit. Production defects confirmed by us are covered by replacement or credit; transport damage is handled with the carrier under the agreed shipping terms.
5. Returns & warranty
Because most orders are produced to order, returns are accepted for confirmed production defects, not for change of mind or over-ordering. The standard warranty period is 12 months from delivery for manufacturing defects under normal use.
- Raise a return request through our team before sending anything back.
- We issue a return authorisation (RMA) with the correct address and reference.
- Goods must be returned in the condition received, with the original packaging where possible.
- Confirmed defects are replaced, repaired or credited at our discretion.
Customised products, clearance items and products damaged by misuse, modification or incorrect cleaning are not returnable. This does not affect your statutory rights as a consumer where applicable.
6. Warranty exclusions
The warranty does not cover normal wear, colour variation within the approved tolerance, damage from improper cleaning or storage, or use outside the age and play guidance. For consumer purchases, the retailer's statutory obligations remain unaffected.
Planning a launch date?
Share your target in-market date and we will work backwards through production, inspection and freight to tell you if it is realistic.