This page explains how orders from Mascot Toys are processed, shipped, and delivered, along with costs, timeframes, tracking, and what to do if something needs sorting out along the way. Have a read before placing your order so you know exactly what to expect.

All prices and charges mentioned here are in GBP (£).

Where We Deliver

At the moment, we only deliver within the United Kingdom. We’re a growing business, and shipping to other countries is something we may introduce later on. If we do, we will update this policy so it reflects the change.

If you are not sure whether we can deliver to your address, get in touch through our Contact Us page before placing your order.

Shipping Cost

We charge one flat rate on every order, regardless of size or weight.

£17.99, shown clearly at checkout before you pay.

Order Cut Off

Orders placed before 3:00 PM UK time on a working day usually begin processing the same day. Orders placed later, or over the weekend and on public holidays, are picked up the next working day.

How Long Processing Takes

Once payment goes through, our team typically needs 1 to 2 working days to prepare your order. This covers checking your order details, packing everything carefully, and handing it to the courier.

During busier periods, like sales or holidays, this can sometimes take a little longer.

Delivery Timeframes

After dispatch, most orders arrive within 2 to 5 working days, depending on where in the UK you are located.

Taking processing and delivery together, most customers receive their toys within 3 to 7 working days of placing an order. These are estimates rather than guarantees, since courier performance can vary.

What Counts as a Working Day

We treat Monday to Friday as working days, excluding UK bank holidays and any days our courier partners are closed.

Couriers We Use

Depending on your location, your order may be delivered by:

• Royal Mail
• Evri
• DPD
• Yodel

We choose whichever courier makes the most sense for your delivery area.

Tracking Your Order

Every order includes tracking, sent to your email within 24 to 48 hours of dispatch. You can also check progress anytime through our Track Your Order page.

Making Changes to an Order

Get in touch as soon as possible if you need to change or cancel something. We can usually help before your order has entered fulfillment, but once it has been handed to the courier, we are no longer able to make changes.

For anything related to returns after delivery, see our Return Policy and Refund Policy.

Double Check Your Address

Please make sure your delivery address is complete, including house or flat number, street, town, county, and postcode. If a parcel is returned to us due to an incorrect address, an extra fee may apply to send it out again.

Delivered but You Cannot Find It

If tracking shows your order as delivered but it is nowhere to be found, check around your property, with neighbours, or in a communal area first. Sometimes couriers mark parcels as delivered slightly early. Still missing after 24 hours? Contact us and we will look into it with the courier.

Delays

Weather, high order volumes, and courier issues can occasionally cause delays outside our control. We will keep you updated with any information we receive.

Lost Parcels

If your order appears to be lost, let us know and we will open an investigation with the courier. A resolution will follow once that investigation is complete, in line with our Return Policy and Refund Policy.

Damaged on Arrival

If your order arrives damaged, contact us within 48 hours of delivery with your order number, a couple of photos, and a short description of the issue.

Orders With Multiple Items

Larger orders may occasionally be split into more than one parcel. If this happens, you will receive tracking information for each one.

Busy Periods

During major sales or holiday seasons, order volumes rise across the industry, which can add extra time to processing and delivery. Ordering a little earlier than usual during these times is always a good idea.

Get in Touch

Business Name: Mascot Toys
Email: support@mascottoys.store
Phone: +44 1758 904481
Business Address: 585 Uttoxeter Road, Longton, Stoke-on-Trent, ST3 5LT, UK
Customer Support Hours: Monday to Friday, 9:00 AM to 3:00 PM
Time Zone: GMT+00:00, British Summer Time (BST, GMT+01:00) applies March to October
Live Chat: Available 24/7

Reach us anytime through our Contact Us page.