Frequently Asked Questions

Choose the products you would like, add them to your basket and complete checkout. Please check your delivery address and contact details carefully before submitting your order.

Please contact us through live chat or email info@olliesplayhub.co.uk as soon as possible. We will do our best to make changes or stop dispatch, but this may not be possible once your order has been packed or dispatched. This does not affect your statutory right to cancel eligible online purchases and return the goods. See our Refund Policy for the cancellation period and return instructions.

Contact us as soon as possible through live chat or email. If your order has not yet been dispatched, we may be able to update the address. Once a parcel has been dispatched, changes may not be possible.

We currently deliver within the United Kingdom only.

Orders are normally dispatched within 1–3 working days. After dispatch, delivery usually takes 2–4 working days, depending on the parcel size, destination and carrier. Please allow approximately 3–7 working days from placing your order. Delivery to some remote areas may take longer.

Delivery charges are calculated according to the weight and size of your order and are shown at checkout before payment. UK orders of £65 or more qualify for free standard delivery.

We normally use Royal Mail or Evri, depending on the size and weight of the parcel. Larger wooden toys may be sent using a suitable tracked parcel service.

When tracking is available, the details will be included in your dispatch confirmation. Please allow a little time for the carrier's tracking page to update after the parcel has been collected.

Check the tracking information in your dispatch email first. If the estimated delivery window has passed or the tracking has not updated, contact us through live chat or email info@olliesplayhub.co.uk and we will help investigate.

For eligible online purchases, you can cancel without giving a reason by notifying us within 14 days after the day you receive your goods. You then have a further 14 days to send them back. Sale items have the same statutory return rights as full-price items.

Please return all parts and accessories and provide proof of purchase. Use the original packaging or packaging that provides equivalent protection. You may inspect the item as you would in a shop; handling beyond what is necessary to establish its nature, characteristics and functioning may result in a deduction for loss in value.

Statutory exceptions may apply, including goods made to your specifications or clearly personalised. Your rights relating to faulty, damaged or misdescribed goods are unaffected. See our Refund Policy for full details, including return postage and gift cards.

Please contact us before sending anything back, either through live chat or by emailing info@olliesplayhub.co.uk. We will provide return instructions. You do not need our approval to exercise your statutory right to cancel.

Returns should be sent to:

OLLIE'S PLAY HUB
Unit 101F, The Argent Centre
60 Frederick Street
Jewellery Quarter
Birmingham
B1 3HS
United Kingdom

Please contact us before posting your return so we can provide instructions. This does not affect your statutory cancellation rights.

For change-of-mind returns, you arrange and pay for return postage. The actual cost charged by your chosen carrier depends on the packed dimensions, weight, number of parcels, collection location and service selected. We recommend a tracked service and keeping proof of postage. A prepaid return label is not automatically provided.

For larger or heavier toys, including play kitchens and tool benches, please contact us before posting to confirm suitable packaging and return arrangements. You may choose a suitable carrier. We do not charge an additional large-item return fee or return handling fee.

If we help arrange return shipping, we will confirm the direct transport cost and obtain your agreement before booking. Any deduction from your refund will be explained and agreed in advance.

If the item is faulty, damaged on arrival or incorrect, we will cover reasonable return shipping costs. Please contact us to agree a suitable return method. See our Refund Policy for full details.

Please contact us as soon as possible through live chat or email info@olliesplayhub.co.uk. Include your order number, a description of the problem and clear photographs of the item and packaging. We will review the issue and arrange an appropriate solution.

To receive a different item, contact us for return instructions and place a new order separately. Returns and refunds are handled in accordance with our Refund Policy. Your statutory cancellation rights do not depend on our approval.

For a statutory cancellation, we will refund you without undue delay and within 14 calendar days of receiving the returned goods or evidence that you have sent them back, whichever is earlier. If the goods have not been dispatched, we will refund you within 14 calendar days of being informed of your cancellation.

Refunds are made using your original payment method unless you expressly agree otherwise, without a refund fee. If you cancel your entire order, we also refund the cost of our least expensive standard delivery option; additional charges for upgraded delivery are not refundable. Any lawful deduction for diminished value or an agreed return transport cost will be explained to you.

Your bank or payment provider may need additional time to display the refund. See our Refund Policy for full details.

Please check the recommended age, safety information and product details shown on each product page. Children should use toys under appropriate adult supervision. If you are unsure whether a product is suitable, contact us before ordering.

We aim to show products as accurately as possible. Colours may appear slightly different depending on your screen, and manufacturers may occasionally update packaging without changing the product itself.

Gift cards are delivered digitally by email and can be used at checkout on OLLIE'S PLAY HUB. Any unused balance stays on the card for future purchases. If your order exceeds the balance, you can pay the difference with another accepted payment method.

Gift cards are not exchangeable for cash except where required by law. Any applicable statutory cancellation rights are unaffected. See our Refund Policy for details.

You can contact us through live chat or email info@olliesplayhub.co.uk. Please include your order number when contacting us about an existing order.