FAQs
Here are some of the top questions we get asked by our wonderful customers.
How long will my order take to arrive? (Customers in the UK)
If you place your order before 1pm Monday to Friday, we will dispatch it the same day. We offer a 2-3 working day service or a 1-2 working day service.
How long will my order take to arrive (Customers outside UK)?
We will dispatch your order within 1 working day Monday to Friday. You should receive your items within 10-15 working days, however at the moment we have noticed significant delays of up to 1 month.
Can I change/cancel an order once I have paid?
We are super quick at preparing and sending out orders. Once this has happened we cannot change or cancel your order. However we will absolutely try our best. Please email info@lenniestoys.com at the earliest convenience and we will sort something out with you.
I have been sent the wrong items/ something is wrong with my order?
Firstly we are so sorry about this and we will make this right for you. Please email info@lenniestoys.com and explain the situation. Please include photos if possible. We will find a solution and get the issue resolved as quickly as possible.
I want to return an item?
No problem we understand. Please email info@lenniestoys.com and let us know what you want to return. If the item has any damage please let us know. We will send you a pre paid returns label and refund/exchange as soon as we have received the toy.
Where is my refund?
We use Shopify Payments as our main payment provider. If you have been refunded, then this can take up to 10 working days. However in most cases it should be quicker.
If you used Paypal and the money was in your e-wallet, then your refund should happen instantly.
I have not received an order confirmation.
Almost all of the time this is because you have mis-typed your email. We have all done it! Please email info@lenniestoys.com and we can update this email and resend your confirmation.
I got an error while trying to pay. The money has left my account but I don't think the order went through?
Please don't worry, the transaction on your bank statement will be reversed. When you pay your money sits in Escrow until our payments provider Shopify requests it from your bank. If Shopify cannot prove this sale went through then your bank won't release the money. If you need this money back quickly sometimes calling your bank will allow them to reverse the payment quicker.
Can I request a VAT invoice?
Absolutely you can. Please email info@lenniestoyscom and we will send it to you with 1-2 working days.
I am a collector, will my items come in good condition?
We love collectors at Lennies. Callum who runs Lennies is a collector of Pokemon cards and fully understands the need for everything to be in perfect condition. Every item is checked by Callum or a family member when the stock arrives at our storage facility. Our fantastic team check the items again before packaging. Sometimes items get damaged in transit, or sometimes the wrong item is sent by mistake. If you are not happy with the quality or your order is not fulfilled correctly please email Callum@lenniestoys.com and he will be more than happy to investigate how this happened and help to provide a satisfactory resolution to the problem.
Are all your toys authentic and genuine?
Everything we sell at Lennies Toys is 100% genuine. We buy all our toys from UK based distributors. All these distributors buy direct from the brands. When we set up our accounts with the UK distributors we gain authorisation to sell these fantastic brands.