Welcome to TP Toys's Customer Service

Common FAQs
Delivery

Delivery Information 

Our delivery charges are as follows:

Standard Delivery – within 5 working days to UK mainland addresses

Order Value

Carriage Charge

£0 to £9.99

£3.95

£10.00 to £29.99

£5.00

£30.00 and upwards

£10.00

 

Express Delivery

Delivery within 2 working days is available as an option and costs £15

Standard  and Express delivery is provided  Monday to Friday excluding Public Holidays for orders received before 12 noon. We do not offer compensation for  failed deliveries in the rare instance this may happen. We request your understanding in this respect. Orders placed after 12 noon on a Friday will be processed the following Monday.

Saturday Delivery

Saturday delivery is available as an option and costs £20.00 in addition to the standard delivery charge. Orders requesting Saturday delivery must be placed before 12 noon on Friday. Orders placed after this time cannot be processed for delivery the next day and will be processed for delivery the following Saturday unless instructed otherwise

These delivery charges apply to UK mainland only, excluding the Highlands. If you would like delivery to any area outside of UK mainland ,  please call our customer services for a delivery quotation on 01609 881911.

 Cancellations and Returns

 Your right to cancel

Our cancellation policy does not affect your legal rights.

Before your item is dispatched. Your order can be cancelled up to the point of dispatch.

After your item has been dispatched. Once your order has been dispatched we are unable to cancel it. If you wish to return goods you may do so within 14 working days after the day of delivery at your expense. This will cancel your contract with us. Please phone us on 01609 881911 or  use the help with my order form  to arrange this. We can arrange for a courier to collect from your home and will provide a quotation for this service on request.

Alternatively you can arrange the return of your order via a courier of your choice. You remain responsible for the goods until they have been signed for at our warehouse. We recommend that you insure any goods you are returning to us.

The returns address is TP Spares, Adventure Toys, Southolme Farm, Little Smeaton, Northallerton, North Yorkshire, DL6 2HJ. It is your responsibility to ensure that your items are packaged adequately to protect against damage. Please note that if you fail to take reasonable care of the goods before they are returned to us, we will charge you a reasonable sum for the reduction in value the goods have incurred. If you have assembled a product it cannot be returned unless found to be faulty.

Within 7 working days of our receipt of the goods, providing the goods are unopened and  in a fully saleable condition, we will reimburse to you (by the method you used to pay for the original transaction) the amount in relation to goods which you have returned. If your entire order was returned, this will include the cost of standard delivery if a delivery charge was applied to your purchase. We will not refund the supplementary costs arising if you chose a type of delivery other than our standard and least expensive method of delivery

 If you refuse delivery from our carrier you will be responsible for the return charge of these goods (£20.00 for orders in Mainland UK, £55.00 for orders in Northern Ireland) and their condition in transit.

Faulty Goods   In the unlikely event that your delivery is incorrect or your goods are faulty we require you to notify us within 48 hrs of receipt. Please phone 01609 881911 or use the help with my order form completing an online form.  We will arrange the collection of the faulty goods. Without prejudice to your right to cancel orders under this clause 5, at our discretion we may then do one of the following: deliver any goods not supplied or following collection and inspection replace damaged or defective partsor provide a refund for the amount paid for you for the goods in question including the cost of standard delivery. We will not refund the supplementary costs arising if you choose a type of delivery other than our standard and least expensive method of delivery.

Items ordered incorrectly If you order the incorrect parts then we can arrange to collect them and send the correct parts once these are purchased.  This service may incur an admin and restock fee which will be advised at the time of contact to arrange.

None of the above affect your legal rights as a consumer.

Security & Privacy

 We are Robovision Ltd. We are a company registered in England and Wales with company number 02044441 and our registered address is at Unit 11, Enterprise Way, Flitwick, Bedfordshire, MK45 5BX

At Robovision Ltd t/a TP Toys, we attach great importance to the privacy of visitors to our website.  This policy explains how any personal data we collect from you, or that you provide to us, will be processed by us. This privacy policy is part of our Terms and Conditions.

We are the 'data controller' of the information you provide to us. This is a legal phrase used to describe the person or entity that controls the way information is controlled and processed. 

We are registered under the Data Protection Act with the Information Commissioners Office in the UK . Our registration number is Z3156527

In submitting personal information the visitor consents to the processing of such data for the purposes of the Data Protection Act 1998 

What information do we collect?

We collect and process the following data about you:

  • Information that you provide to us by filling in forms on our site. This includes your name, address, phone number, email address and credit/debit card details, the products you have purchased and where you purchased them from.
  • Details of transactions you carry out through our site and information relating to the fulfilment of your orders.
  • Correspondence you may send to us with regard to an order or enquiry
  • Information you provide us with if you choose to complete market research surveys on our site or  when you choose to review a product/s you have purchased.
  • Any information you choose to provide us with from time to time, by email or social media
  • Your social media content where this is in the public domain and any messages you send us direct via social media. This information can include posts and comments, pictures and video footage on sites such as YouTube, Facebook and Twitter
  • Details of your visits to our site and the parts of our site that you choose to access. No personally identifiable information is extracted in this process.
  • Visitors to our website who are under the age of 18 are asked to seek the consent of a parent or guardian prior to submission of personal information.
  • Cookies - We may obtain information about your use of our website by using a cookie file which is stored on your browser or the hard drive of your computer. Please find more details about the cookies on our website here. The purpose of the cookies to allow us to improve our website and give you a better and more personal experience when you visit us. Some of the cookies we use are essential for the site to operate. We may also use cookies to track the patterns of behaviour of visitors to our site. In addition to helping us to make our site work more efficiently, cookies are used on our website to store the contents of your shopping basket once you have selected an item and   to store delivery addresses if you choose to use the address book functionality.You can block cookies by activating the setting on your browser, which allows you to refuse the setting of all or some cookies. Please note it is possible that if you use your browser settings to block all cookies (including essential cookies) you may not be to able to gain access to some or all of our website. Unless you have adjusted your browser setting to ensure you refuse cookies, our system will issue cookies as soon you visit our site.
  • If you register with us or if you continue to use our site, you agree to our use of cookies.

How  do we store your personal data?

We store your data in accordance with our own internal data procedures and the law. Please be aware the transmission of information via the Internet is not completely secure. We will do our utmost to protect your data but we cannot guarantee the security of your data transmitted to our site; any transmission is at your own risk

How we use your data

To communicate with you we may use carefully selected specialist data and email marketing partners who act on our behalf as data processors only 

Your data may be used in a number of ways

  • To request that you review the product you have purchased and the service you received.
  • To ensure the information we provide for you on our website is presented in the best way for you.
  • To provide you with information about products or services that you request from us, or which we feel may interest you. We will also use your data to inform you of any special offers, competitions and promotions that we are running. We will only do this where a visitor has provided an e-mail address and has indicated a desire to receive further communications from us.  This communication will be sent to you via our carefully selected specialist data and email marketing partners
  • To fulfil our obligations arising from any contracts entered into between you and us.
  • To allow you to participate in interactive features of our service, when you choose to do so.

A visitor may notify us that he/she no longer wishes to receive communications by e-mail by clicking on the "unsubscribe" option or by emailing directsales@tptoys.com.

Who do we share your data with?

Robovision Ltd t/a TP Toys will not sell or release any information gathered from its website to any third party, without your permission. The exceptions to this are as follows:

  • When we need to share this data to process your transaction successfully or to process the enquiry you have sent us via the website in relation your spare parts or a warranty claim. In this case your data will be shared with our authorised spares and warranty partner,  Adventure Toys Limited, who operate the website on our behalf.
  • When we share this data to provide our services to you and to obtain feedback from you on the services you have received. To do this we use carefully selected service providers including specialist data partners and  information technology experts, who host our email servers and securely store the data that we collect from you on our behalf. 
  • Our professional advisers including our lawyers and out technology consultants when they need it to give us their professional advice
  • When required by the law to do so
  • When required in connection with the sale of any part of the business.

Where to go if you want more information about your Privacy Rights

The Information Commissioner's Office (ICO) regulates data protection and privacy matters in the UK. They make a lot of information accessible on their website  and they ensure that the registered details of the data controllers such as ourselves are publicly available. You can access the ICO's website here: https://ico.org.uk/

You can make a complaint to the ICO at any time about how we use your information. However we hope you would consider raising any issue or complaint with us first. Your satisfaction is very important to us and we will do our best to solve any problems you may have. You are welcome to get in touch with us to discuss your information at any time. Please contact our Marketing Department with any queries at Robovision t/a TP Toys, Unit 14, Finepoint, Finepoint Way, Kidderminster, DY11 7FB, or by email to directsales@tptoys.com.


Robovision Ltd t/a TP Toys reserves the right to amend its privacy policy from time to time. English law governs the TP website, including this privacy policy, and the English courts shall have exclusive jurisdiction in respect of the same.


Thank you very much for taking time to read this document.