FAQ

Our animals are made of new synthetic materials in responsible factories which do not employ child labour. They pass all required European safety standards but any tags should be removed before giving the gift to children under three.

• When will my parcel arrive?
• My parcel hasn't turned up. What next?

• Is ordering online safe and secure?
• Can I pay by Cheque or Postal Order?
• What Credit Cards do you accept?
• What currencies do you accept?
• Do you send any confirmation emails?

• Is it in stock?
• I can't see what I want on the website. Do you have any other products?
• How do I order online?
• I'm not in the UK can my parcel delivered elsewhere?

• How do I remember where the site is?
• What is your returns policy?
• What can you do about my complaint?
• Do you offer goods wholesale?

• Would you design my site?
• Whats your favourite animal?
• Where's my favourite animal?

When will my parcel arrive?

• Most UK parcels are shipped by first class mail or courier within one working day. Royal Mail aim to deliver more than 90% of First Class letters by the next working day but this cannot be guaranteed.

  Express Delivery for guaranteed next working day delivery in the UK only can be added in your shopping basket.

  Delivery aims for the rest of the world are as follows:
  

  Western Europe 2 to 10 working days
  Outside Europe 4 to10 working days
  

  You should receive an email when you place your order and when the order is shipped if you have given a valid email address.

My parcel hasn't turned up. What next?

• Royal Mail ask us to allow up to 2 weeks from the date of dispatch for your parcel to arrive in the UK, rest of the world, 4 weeks. Check all your email accounts as we will contact you if there is a delay in dispatch. Do make sure that the parcel has not been 'attempted' by the postman and has been taken back to the depot. The card left by the postman may have been mislaid. Check with your local post office to see if the parcel awaits you there. Still no joy? Contact us and we'll soon sort it out.

Is ordering online safe and secure?

• Ordering through My Favourite Animals is Safe and Secure. When shopping online look out for the Padlock symbol or addresses that start https:// on any page that is asking for credit card details.
  My Favourite Animals uses WorldPay as their payment service provider. WorldPay use Thawte 2048 bit encryption systems. At the browser 128 Bit SSL is used.
  When the shopper fills in the payment form and clicks the submit button, their details are not sent straight away. What actually happens is that a secure link is set up between the shopper's browser and WorldPay and an encryption code is requested and received, which then wraps the order and transaction details before leaving the shoppers premises.
  Should you have any questions regarding security please contact Phil Creasey

Can I pay by Cheque or Postal Order?

• Yes, you can pay by cheque or postal order if you are in the UK and in British Pounds Sterling ONLY.
• Use the shopping system to choose the items you want (and add it all up for you). Then pick paying by post from the Payment Method selection before filling out your order details and sending it to our FREEPOST address. There are on-screen instructions to help you.

What Credit Cards do you accept?

• Visa, Maestro, Mastercard, Delta, Solo, Electron and American Express.
• You can opt to pay using PayPal if you like.

What currencies do you accept?

• For credit card orders:
  • British Pounds Sterling (£)
  • US Dollars ($)
  • Euros (€)

Do you send any confirmation emails?

• You will receive two emails, one immediately after you place your order and one when the goods are dispatched. This second email called Order Shipped is your electronic VAT receipt and should be kept.
  You must give a valid email to receive these notifications.

Is it in stock?

• Yes, if it's on our site, it's in stock. When something goes out of stock, we mark it as such on the site, and you will be unable to buy it.

I can't see what I want on the website. Do you have any other products?

• Everything we stock is available on the website. We regret we are unable to help with single items which are not listed. If you let us know what animal you are looking for we will consider adding it to our wonderful menagerie for you.

What is your returns policy?

• We have a 30 day no quibble return and refund or replacement policy. Should you wish to return unwanted goods please send them back in their original condition and packaging with any tags intact for a refund. This will not include postage costs. If the goods are faulty or we sent them in error, we will offer the option of refund or replacement and we will refund your return postage costs.

How do I order online?

1. Add goods to your basket by clicking the'Add to Basket' button next to each item.
2. When you can carry no more move to the Payment Method page and choose from credit or debit card.
3. Once fill out all necessary details for us to transport your exciting parcel rapidly to your door.
4. Move to the secure payment page (button at bottom of page) fill in your credit card details and press the submit button.
5. Please be patient while your details are processed. They are finding out if your card is being used against your wishes.
6. When the order is processed you will reach a screen thanking you. It's a good idea to print this as proof of your purchase. In addition you will receive an email confirmation within minutes.
7. Now sit back, relax and soon you'll be opening a box full of fun.

I'm not in the UK, can my parcel be delivered elsewhere?

• We can ship parcels to many destinations world wide however there are some countries we do not ship to. If your country is not in the drop down list in the shopping basket we are sorry but we cannot send parcels to you.

How do I remember where the site is?

• The easiest way to remember the site is to Bookmark it (add it to your Favourites).

What can you do about my complaint?

• My Favourite Animals wants you to be completely satisfied with our service and is eager to resolve any problems. Should you have a complaint we will endeavour to respond within 3 working days. Please contact Customer Services giving as much as much information as possible regarding your order to help us sort out the problem quickly.

Do you offer goods wholesale?

• No, we are not distributors so cannot offer the goods from our website wholesale.

Would you design my site?

• Possibly, make us an offer.

What's your favourite animal?

• We love Tigers, Lemurs and Cats.

Where's my favourite animal?

• There are so many animals in the world that it is simply not possible to have them all, but we do try. Let us know what your favourite one is and we'll try to find it for you.

Privacy