FAQ


About our toys

Where are the toys designed?

All of our toys are designed in the United Kingdom by our highly talented design team, whose passion is to create toys to educate and entertain young minds. Our team is a collective of researchers, developers, illustrators, and talented product designers.

Where are the toys made?

All of our toys are designed in the United Kingdom by our highly talented design team, whose passion is to create toys to educate and entertain young minds. Our team is a collective of researchers, developers, illustrators, and talented product designers.

Where can I find instructions on how to assemble your toys?

All our instruction sheets are available to view on our website here: wooden toys/instruction sheets (make this a link). If you can't find what you are looking for please contact us and we will come back to you as soon as possible

What type of wood is used in the toys?

Our toys are made from high quality replanted woods, such as Rubberwood, plywood, and high-grade MDF. Rubberwood is a by-product of the rubber industry, we use it once its life as a rubber tree has ended and recycle it to become beautiful toys. We also make sure that our wood comes from sustainable forests, supporting local farmers and their communities, pledging to replant and replace what we use.

What kind of paint is used?

Our paints as well as all the components of our toys (wood, fabric etc) are rigorously tested at all stages of the design and production process to ensure they meet and exceeding the mandatory safety regulation in each territory.

Can I become a stockist of Le Toy Van toys?

Please get in touch with us by phone, email or post and a personal consultant will come back to you with all the details.

Are Le Toy Van toys sustainable?

Ethically made - The same people have been making our toys, from sustainably sourced forests, for over 25 years. We know them, trust them and support their ethical working practices.

Is your packaging recyclable?

Since 1995, Le Toy Van’s wooden toys and most of our packaging have been biodegradable. We have significantly reduced the use of single-use plastic in our packaging, and aim to be 100% plastic free by 2021.

Are Le Toy Van toys safe for my child?

Kid safe, always – The safety of your child is our number one priority. We rigorously test and regularly exceed toy safety standards. We only ever use safe, non-toxic paint and work hard – from design to manufacture – to ensure kid safe edges on our toys, for safe play every day.


Educational benefits

What is Montessori learning?

Montessori is a method of education that is based on self-directed activity, hands-on learning and collaborative play. Le Toy Van wooden toys provide children with layers of discoveries to support the Montessori learning method.

Real play vs Screen time

Technology is everywhere, and it is here to stay. At Le Toy Van we believe in a healthy balance between real play time, screen time and physical activities to aid development of senses, refine motor skills, create problem solving skills, improve social interaction and creative imagination

Why wooden toys?

Sustainable wooden toys are environmentally friendly and biodegradable. They are long lasting, robust and can be passed on from generations to generations. Wood is also a great material to teach little ones about weight, shapes and textures as well as stimulation their creativity


Placing an online order

Where can I purchase?

You can purchase our toys in your favourite traditional toy shop to get all the professional advice and service or through our online certified partners. Still can’t find what you are looking for? You can also try our website letoyvan.com

Can I change my order once it's placed?

Yes – it is possible to change your order before you have received the shipment confirmation email

What do I do if the payment for my order is declined?  

If your payment is declined, try with a different payment option or contact us to pay over the phone on 0208 979 2036

How do I place an order?

Simply go onto the product pages of the toys that you would like to purchase and click on the “add to cart” button. You can review your shopping basket by clicking on the cart icon top right of your web page. If you are a retailer, please go to our B2B website to place your order, see the stock levels and review your account.

I'm not sure if my order has gone through or not, what should I do?

A confirmation email will be sent out to the email address you filled in during checkout. Check your inbox and also sometimes your junk mails. If you have not received the confirmation email, you can always email us at info@letoyvan.com and we will get you the confirmation.

Why are some items out of stock?

Our toys are handmade - so it’s unique just for you and may take time before it’s ready to be sent to you.

What payment methods do you accept?

We accept a wide range of payment methods such as: credit card (VISA, MAESTRO, AMEX) Google Pay, PayPal, and Amazon Pay.

I've cancelled my order, when will I get my money back?

Le Toy Van will refund you the money on receipt of the unused, undamaged goods being returned to our head office 160c Walton Road, KT8 0HP East Molesey, Surrey


Delivery and shipping

What are your delivery options?

Currently we dispatch using Royal Mail 1st Class or Parcel Force, with deliveries arriving within 3-5 working days.

Do you ship internationally?

Le Toy Van toys are sold in more than 65 countries worldwide. We have fantastic distributors in foreign territories that would be delighted to help you. Please email us at info@letoyvan.com and we will re-direct you to the best point of contact depending on your location

It's a gift! Can I ship to a different address to my home address?

Yes of course, shipment to a different UK address is possible

How long will my order take to arrive?

Orders are delivered with 3 to 5 working days in the United Kingdom. For busy periods such as Christmas, please allow up to a week to be on the safe side.

Can I add delivery instructions to my order?

Yes you can add some delivery instructions when placing your order. Alternatively, please email us after placing your order with your instruction so that we can relay to our carrier

What if i'm purchasing from outside the UK?

We love shipping our products all over the world, we accept payment in £ sterling, therefore all our products are shown in £ sterling. If you are based overseas you can pay in £ sterling and your card provider will convert this to your currency at the agreed bank exchange rate.

What days do you deliver?

We deliver every working day, from Monday to Friday.

Can I change my delivery address?

Yes of course – before you receive the delivery acknowledgment you can amend your order by calling Le Toy Van at +44(0)208 979 2036

My order hasn't arrived yet?

We deliver in the UK within 3-5 working days. If your order still hasn’t arrived after this time please call us on 0208 979 2036 with your original order details and confirmation number


Security and privacy

Does Le Toy Van save my personal information?

We ensure that all your personal information is secure and we fully comply with the latest GDPR regulations.

What is your privacy policy?

Find out more about our privacy policy here

What is your cookies policy?

Find out more about our cookie policy here


Returns

What is your returns policy?

Unused, undamaged items can be returned within 28days, from receipt of delivery

What is your refund policy?

For unused, undamaged items in their original packaging, returned to us within 28 days, a full refund will be issued. The cost of return shipping is to be paid by you.

How will you refund me?

We will refund to the same payment method you used to make the purchase.

How long does it take to get my money back?

Refunds are usually processed within 2-3 working days.

What is your returns address?

For UK orders, please use: Le Toy Van head office, 160c Walton Road, KT8 0HP East Molesey, Surrey, UK

I've received a damaged or faulty item

In case you are not fully satisfied with your Le Toy Van wooden toy, please contact our after sales service team. Please have your batch code, which you can find on the packaging and place of purchase to hand when you contact us customerservice@letoyvan.com

How do I get a refund?

Return your items to us in their original packaging, within 28 days and a full refund will be issued. The cost of return shipping is to be paid by you.

Have you received my returned items yet?

Please contact us to check on your returned items: info@letoyvan.com or 0208 979 2036

I no longer have my original packaging, what do I do?

You can always email us at info@letoyvan.com for customer support

Help! Something is missing from my order

If something is missing from your order, please contact us at info@letoyvan.com or call us on 0208 979 2036

Do you refund delivery charges?

Le Toy Van will refund the goods in full if returned within 28 days but the cost of return shipping is to be paid by you.

Can I exchange my items for something else?

We currently do not offer and exchange option, but you can return your unwanted items for a refund before buying another Le Toy Van toy

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