Frequently Asked Questions

We hope we can help answer some of your Pickle questions which may pop up from time to time, however, if you can’t find an answer, please write to us at

Mr Pickles

PO Box 92

Saxmundham

IP17 9BB

or send an email info@hellomrpickles.com

Placing and Paying for an Order

How do I place an order?

If you are browsing around www.hellomrpickles.com, use the navigation bar and the jumbo menus to explore what we have on our website. Alternatively, if you have a particular thing in mind, use the search option at the top of the page. If you find something you like and would like to buy it, click on buy now and this will add to your bag in the top right-hand corner. When you are ready to pay for your purchase click either on “My Bag” to review what you have bought or “Checkout” to start the payment process.

Is it possible to order over the phone?

We like to keep everything secure and top secret, therefore, we can’t accept telephone orders, unfortunately.

Do I need to set up an account to place an order?

we like to make it as easy as possible for you, so you don’t need to set up an account to buy from www.hellomrpickles.com.

How do I know which size to buy from the website?

All our toys have a size indicated on the website. This length is measured from the top of an animal’s head to the bottom of its toes. This means, for example, the perky ears of a bunny are not included in the measurement. We provide a size guide on each listing page, just click on the tab and you will see the various sizes.

How can I pay for my Pickle order?

There are many ways to pay. We accept: Visa, MasterCard, Delta; Maestro, UK Electron, American Express and PayPal.

Is it safe to use my credit card to pay?

Without spoiling any of the fun, we take security very seriously. When you are ready to enter your payment details, you will be redirected to a secure payment gateway provided by our website host. They are the biggest supplier of ecommerce website, so they know what they are doing when it comes to payment safety.

How will I know everything has worked when placing my order?

As soon as payment has been accepted and the transaction has gone through, you will receive an order confirmation email from us with your order number. Please do keep this in a safe place. If you have not received this email within a couple of hours, please do not hesitate to get in touch with us.

When will you take payment for my order?

We will take payment for your order immediately and your new Pickle product will be prepared to shipment.

Does my payment include VAT?

Yes, we include VAT in the pricing on www.hellomrpickles.com, we like to make it all as simple as possible for you.

Where can I find my order number?

Your order number will be confirmed at the last stage of the checkout process. It will also be sent to you in an order confirmation email.

Dispatch of your order

Can I cancel an order once it is placed?

Yes, please make contact with us as soon as possible and we can cancel your order, if it’s already left our studio you will need to return the item to us and we will issue a full refund.

Can I add anything to an order once it is placed?

As with cancelling, our super speedy automated system will mean your order is picked and packed as quickly as we can Monday to Friday. Therefore it is a little difficult to make changes as it progresses through its journey. However, please always do get in touch and we will make the utmost effort to make things happen!

Can I change the delivery address once the order is placed?

This may be possible in some cases if the order has not yet left our studio, please contact our Pickles team and they will be able to assist.

How will I know my order is on its way to me?

We will keep you informed every step of the way including when your order has left us here in the UK with a shipment confirmation email.

Delivery of an order

How much does delivery cost?

The standard deleivery fee is only £2.95 for UK orders, for international orders, this is calculated at checkout, depending on your location.

How long does delivery take?

Delivery time will depend on the time of year, normally UK orders are received within 2 – 4 days from dispatch, overseas orders depend on your location, but we aim for 10 working days.

Is it possible to track my order?

For deliveries within the UK and overseas orders that can be tracked, we will provide you the tracking information on the dispatch email alert you will receive.

What do I do if my order has not arrived within the detailed timeframe?

If you have selected a tracked option, please do follow the link through to the tracking details on your dispatch confirmation email. It’s always worth making contact with us so we can have a look into things from our side.

Can I send different things in my order to different places?

We’re afraid we are not able to offer the option of choosing different destinations for different purchases. Everything in one order can only go to one delivery address.

Gift Options

Can I send a gift straight to the person I would like to receive it?

This is no problem at all! Please select an alternative delivery address during the checkout process. If you’re looking to pop in a gift message, let us know via email and we will add this in free of charge.

Can I add multiple gift messages to an order?

Unfortunately we are only able to add one gift message to one order.

Returns

What can I do if something is wrong with my order?

We have a 30-day fuss-free returns policy.

Can I have an exchange?

Unfortunately, we are unable to offer an exchange, but we will happily offer a refund for a returned purchase.

Our toys

Are your toys tested?

All our toys are tested to the European Safety Standard (EN71 parts 1, 2 & 3), and the the UK safety standards

Can I give a Mr Pickles toy to a baby?

All our toys are tested for all ages and are suitable from birth except where they have an age recommendation hang-tag. Please check all hang tags of any item purchased before giving to a child. For more information or to find out more about a particular product, contact the Pickles team, we will happily assist.

How do I look after a Mr Pickles product?

Basically, with lots of love, Mr Pickles's products are designed to be loved, cuddled and cherished, the more love you give them, the more love they give. But if accidents happen and they need a good clean, we recommend a hand wash and left to dry naturally. They will be ready for more hugs in no time, please do check the sew-in label on each product as washing guidelines may vary.

What should I do if I am not happy with the quality of the toy on arrival?

We do our utmost to ensure your new purchase arrives with you in a way we are happy for it to be sent out. If though, upon receipt of your order you are not happy with your new toy, please do not hesitate to return it to us via the methods explained in our Returns and Cancellations policy

What should I do if I am not happy with the quality of the toy at any other point?

Please do not hesitate to get in touch with us at any point if you have any queries or concerns about the quality of a Mr Pickles product at any point in its lifetime.