I’d like express shipping, do you offer this?
All of our parcels are sent on a 24 hour service with DHL, you will be sent full tracking when you checkout. If your order comes with reduced shipping such as cards, books or smaller items of clothing then we use Royal Mail.
The product I’d like to buy is out of stock, what should I do?
Please sign up to our stock notifications and as soon as it comes back in stock, you’ll be the first to know!
Do you have everything available in your bricks and mortar shop?
We try to have a full range available in our shop but at times we can’t have every item available in store. If you are looking for an exact item, please let us know beforehand and we will make sure it’s in store for you. We are unable to sell Maileg in our store but you can click and collect.
I have purchased a pre-order product, what does this mean?
For some items we offer them on pre-order but the estimated due in date may vary as we are reliant on the brand, international shipping partners, customs and the boarder to run smoothly to enable the product to be available on time. Whilst this is always possible, changes may occur in our estimated delivery times.
I don’t have the option for free shipping but my order is over £60.
We have some exceptions to our free delivery offer. Exempt postcodes are: AB31 – AB38 AB40 – AB56 IV1 – IV28 IV30 – IV32 IV30 – IV36 IV52 – IV54 IV63 KW1 – KW14 PA21 – PA38 PH4 – PH41 PH49 – PH50 BT. HS IV41 – IV49 IV51, 55 & 56 KA27 – KA28 KW15 – KW17 PA20 PA41 – PA49 PA60 – PA78 PH42 – PH44 ZE Isle of Man (IM) Channel Islands.
Our Covid-19 Update
- We use DHL and Royal Mail as our delivery partner and we work with them really closely to ensure that parcels are delivered in a timely fashion.
- For the time being, all international deliveries have been suspended due to the delivery networks being disrupted and unreliable.
- We work in our own warehouse, all orders are packed by a small team (1 or 2 people) so social distancing is adhered to at all times, therefore it may take longer to pack your orders.
- As a small, family run shop and juggling small children at home, so please be patient as we adapt our business to this new normal. If you need anything, please drop us a line and we will always do our utmost to get back to you ASAP and help resolve any issue.
Thank you for your support!
For more help with your order, please contact firstname.lastname@example.org
Do you ship to my country?
International shipping is on hold for the time being due to postal disruptions worldwide.
Could I collect my items from you instead of paying for shipping?
Of course! Just select the Local Collection option at checkout. You will receive our standard dispatch email when your item is ready to collect. Currently our click and collect service is available on Fridays 10-12 until we are able to reopen our store on April 12th 2021.
How safe are the toys you sell?
All the toys that we sell are tested to EN71 and CE standards. We are very picky about the toys we stock and ensure that they comply with EN71 and CE standards. You can read more about these standards here.
If I need to return an item, what should I do?
Please have a look at our return section for full details on how to return an item. We have tried to make it as fuss-free as possible but please let us know how we can help if you are having any issues.
What does the sign-up code not include?
Discount is not available on sale items, in conjunction with any other offer code (orders may be liable to be cancelled).
When are you reopening your shop?
We are opening our shop and take away service on April 12th.
Could you tell me more about Klarna?
We got it covered – see below for lots more information and FAQ!
Who is Klarna?
Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than 200,000 online stores. Over 85 million consumers worldwide have trusted Klarna to securely handle their payments.
Pay in 30 days
How does Pay in 30 days in 3 interest-free instalments work?
Pay in 30 days in 3 interest-free instalments will allow you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by Acorn & Pip and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. You can always monitor your payments’ schedule in the Klarna app.
Am I eligible for Pay in 3 in 3 interest-free instalments?
To use Pay in 3 in 3 interest-free instalments you must be at least 18. Whilst this option is widely promoted, Pay in 3 interest-free instalments is subject to your financial circumstances. When choosing Pay in 30 days in 3 interest-free instalments, our assessment will not affect your credit rating.
How can I increase my chances of being accepted for Pay in 30 days in 3 interest-free instalments?
Klarna is unique and offers Pay in 30 days in 3 interest-free instalments based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay in 3 interest-free instalments by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for a Klarna payment method before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.
What do I need to provide when I make a purchase?
If you want to make a purchase with Klarna using Pay in 30 days in 3 interest-free instalments, you’ll need to provide your mobile phone number, email address, current billing address and a debit or card card. The mobile number is required in case we need to reach you. All communications will be sent to your email address. It’s very important that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information.
Will a credit search take place against me?
Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor Acorn & Pip run credit searches against you that could impact your credit rating.
Why have I not been offered Pay in 3 interest-free instalments?
Although Pay in 30 days in 3 interest-free instalments is widely promoted it is not always universally available. The Pay in 30 days in 3 interest-free instalments payment option is automatically generated by algorithms that are dependent upon a number of factors including address details, cardholder details, amount of order, the online store, previous order history and item availability.
What are my payment options with Klarna?
Payment for your Pay in 30 days in 3 interest-free instalments will automatically be collected from the debit or credit card you entered at checkout. The first payment is taken when the order is confirmed. The second and third instalments are collected 30 and 60 days, respectively, after the first instalment. You can always monitor your payments’ schedule in the Klarna app.
What happens if I cancel or return my order?
As soon as Acorn & Pip have accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due. The return will be reflected in the Klarna app immediately.
What happens if I don’t pay for my order?
Klarna will automatically attempt to collect your payment for your Pay later in 3 interest-free instalments purchase at Acorn & Pip from the debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment and you can always monitor the due date in Klarna app at your convenience. Your credit score will not be impacted by using Klarna’s ‘Pay in 30 days’ product even if you have failed to pay on time.
I have been asked to go to the Klarna site. Is this correct?
You can view all of your Klarna purchases and payment schedule in the Klarna app or by logging onto Klarna.com/uk.
Is my payment information safe?
Payment information is processed securely by Klarna. No card details are transferred to or held by Acorn & Pip. All transactions take place via connections secured with the latest industry standard security protocols.
Can I pay before the due date?
Yes. Just go to the Klarna app or log onto Klarna.com/uk and pay off early.
Have you received my payment?
Klarna will notify you via email and push notification from the Klarna app when a payment is due and when this has successfully been collected, or in the unlikely event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can always check the status of your order and payments in the Klarna app or by logging in at www.klarna.com/uk.
What happens to my statement, when I’ve returned the goods?
Once Acorn & Pip has received the return (partial or full) and you have received their confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you’ve made a partial return. With a full return, we shall refund any payments collected and cancel any future scheduled payments. You are always able to monitor the status of your order in the Klarna app.
I’ve received a statement, but I’ve not yet received my goods.
In the event that your goods have not been received please email Acorn & Pip to check on your order and delivery status. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.
I have cancelled my order. How long will it take until I receive my refund?
As soon as the store has registered your cancellation or your return, the refund will be processed within 5-7 business days. I have asked for a refund.
How will I be refunded?
Refunds shall be issued back to the debit or credit card which was originally entered at checkout. I haven’t received an email with my statement/payment information. You can log in the Klarna app or at www.klarna.com/uk, where you will find all of your orders and payment schedule information.
I still have questions regarding payment, how can I get in touch?
Visit Klarna app or Klarna’s Customer Service page for a full list of FAQ’s, live chat and telephone options.
Pay in 30 days
How does Pay in 30 days work?
Once your order is confirmed, you’ll receive an email with payment instructions within two days from Klarna. You’ll then have 30 days to try on your order and only pay when you’re happy. Complete the payment online, at your convenience, with no extra cost. You can pay via credit or debit card in Klarna.app or by logging into www.klarna.com/uk.
Am I eligible for Pay in 30 days?
To use Pay in 3 in 30 days you must be at least 18. Whilst this option is widely promoted, Pay later in 30 days is subject to your financial circumstances. When choosing Pay later in 30 days, our assessment will not affect your credit rating.
How can I increase my chances of being accepted for Pay in 30 days?
Klarna is unique and offers Pay in 30 days based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay in 30 days by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have had Pay in 30 days before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.
Why have I not been offered Pay in 30 days?
Although Pay in 30 days is widely promoted it is not always universally available. The Pay in 30 days method is automatically generated by algorithms that are dependent upon a number of factors including amount of order, the online store, previous order history and item availability. Alternatively, you are able to complete your order by paying by credit or debit card at the checkout.
What happens if I don’t pay for my order?
Payment is due 30 days after the item is shipped. To help you pay on time, we’ll alert you two days before payment is due – you’ll receive a push notification from the Klarna app or email reminders to pay – and, if very late, we’ll also send you a text or letter, too. Your credit score will not be impacted by using Klarna’s ‘Pay later in 30 days’ products even if you have failed to pay on time.
I have been asked to go to the Klarna site. Is this correct?
If you have chosen to Pay later in 30 days, Klarna will send you an email with further details on how to pay. Your email will contain a link to Klarna where you can settle your payment with your credit or debit card. You are always able to view payments instructions in the Klarna app.