FAQs

Frequently Asked Questions

How long will my order take to arrive in the UK?

Look for our SpeedyLlama badge on product pages. If every item in your basket carries that badge and you order before 3 pm Monday–Friday (excluding bank holidays), we’ll dispatch your package the same day. If any product is not SpeedyLlama-eligible, we’ll dispatch within approximately three working days.

How long will my order take to arrive outside the UK?

We dispatch international orders within one working day, Monday–Friday (excluding bank holidays). Delivery typically takes 5–14 working days, but customs or peak-season delays can extend this to around 30 days.

Can I change or cancel my order after payment?

We prepare and ship orders very quickly. If you need to amend or cancel, please email info@lenniestoys.com immediately. We can’t promise changes once your order is dispatched, but we’ll do our best to help.

I’ve received the wrong item or something’s damaged—what should I do?

We’re very sorry! Email info@lenniestoys.com with a description and photos if possible. We’ll arrange a replacement or refund as quickly as we can.

How do I return an item?

Email info@lenniestoys.com to let us know which items you’d like to return and why. If the item is damaged, please mention this. We’ll send you a prepaid returns label and process your refund or exchange once we receive the toy.

Where is my refund?

Refunds through Shopify Payments can take up to 10 working days to appear in your account, though often they arrive sooner. PayPal refunds to your balance are usually instant.

I didn’t receive an order confirmation—what now?

It’s usually a typo in the email address. Email info@lenniestoys.com and we’ll correct your address and resend the confirmation immediately.

I encountered a payment error but the funds left my account—will I get my money back?

Your payment sits in escrow until Shopify confirms the sale. If the order didn’t go through, your bank will reverse it automatically. Contact your bank if you need a faster reversal.

Can I request a VAT invoice?

Yes—you can now download your VAT invoice directly from the order confirmation email or your account’s VAT receipt section. Simply click the “Download VAT Invoice” link, and it will be generated instantly for your records. If you need any help, email info@lenniestoys.com.

Will my collector’s items arrive in perfect condition?

Every item is inspected on arrival and again before packing. If anything arrives damaged or incorrect, email callum@lenniestoys.com and he’ll make it right.

Are all your toys authentic and genuine?

Absolutely. We source only from UK-based, brand-authorised distributors, so every product at Lennie’s Toys is guaranteed 100% genuine.