Frequently Asked Questions
FREE STANDARD DELIVERY -
Orders over £50.00
£3.95 - Orders under £50.00
Delivery is 2-3 working days (excluding weekends and bank holidays).
Additional Standard Delivery information
- Free delivery when you spend £50.00 applies for UK STANDARD mainland only.
- We're unable to deliver during a specific time slot, but if you are likely to be out we are happy to deliver to a work, family or friend's address.
- Please allow one extra working day for deliveries to and from Northern Ireland, the Isle of Wight, Isle of Man and the Far North of Scotland, and up to 5 extra working days for the deliveries to and from the Scottish Islands.
- Some custom made items or supplier items have extended lead times,these are always notifed on the product page for your information.
FOR ALL DELIVERIES WE USE AMAZON LOGISTICS.
You can track your order using our tracking page
Express Delivery
£4.99 Tracked delivery within 2 working days
Order before 3pm for 2 working day delivery (excluding weekends and bank holidays).
Additional Express Delivery information
- Order before 3pm for 2 working day delivery (excluding weekends and bank holidays).
- We're unable to deliver during a specific time slot, but if you are likely to be out we are happy to deliver to a work, family or friend's address.
- Orders placed on the weekend will be processed on the Monday
FOR ALL DELIVERIES WE USE AMAZON LOGISTICS.
You can track your order using our tracking page
We are currently unable to deliver to countries outside of the United Kingdom.
Dates coming soon
Once you've placed your lovely new order, you'll receive an order confirmation and an email from one of the couriers below. They'll provide you with a tracking number, so keep those eyes peeled for updates!
You can also login to your online account for this information
We have a very small window,often minutes to make changes.
You can do this using the order confirmation page and order status page for a short while after your order has been placed,however once the warehouse has picked your order we cannot make amendments at that stage.
Just remember, this step is pretty important because once you've placed your order, we start processing it right away.
Once the order has been selected for picking the option to edit will no longer show.
So, unfortunately, we won't be able to modify the delivery address once the process is underway.
Sure thing! Once you’ve filled in all your billing address info during the checkout, you can easily add a different delivery address.
Keep in mind that it’s super important to remember this step because once you’ve placed your order, we start processing it right away.
Not to worry if you're not home when your delivery's on its way! 😊 You'll get an email and a text message beforehand to keep you in the loop. The courier will give it not just one, but two tries to deliver.
But hey, if you're not around, you can easily rearrange the delivery, have it left in a safe spot, or with a friendly neighbour. Whatever suits your fancy!
Once we’ve sent your order, we’ll drop you a quick message with all the tracking info. That way, you’ll always be in the loop about where your lovely new items are!
Your dispatch note will now be sent to you with your items, and don't forget to check your confirmation email too! It'll have your order details on it.
Oh no, we're really sorry to hear there's missing items in your delivery. 😔 We'll get this sorted ASAP!
Just let us know within 48 hours through our contact us page. Make sure to have your order number and the name and number of the missing items handy. We'll take care of it right away!
It's then up to you, we can either send the missing item to you (if still in stock) or issue a refund.
We're really sorry to hear you've got the wrong item in your parcel. 😔 We want to make things right ASAP so please don't hesitate to contact us within 48 hours. Make sure to have your order number, the name, and the code of the missing product handy when you reach out.
Once we've got those details, we'll get it sorted.
You can also login to your online account and select the returns option which will speed up the process.
Sorry! We can’t deliver to any PO Box addresses in the UK.
Just a quick heads up: If you need to return two separate orders they would need two separate returns labels.
Sensory Education can't be held responsible for any damages or lost items during transit. So, hang onto that receipt as proof of your return, just in case.
Still need help? Follow these easy steps on how to use the returns portal:
- Visit our Returns Portal.
- Enter your order number.
- Complete your return request
If you need to return two separate orders then you would need two separate returns labels
We’ve got you covered! We’ll work our magic and aim to process your return within 7 days of receiving them. We’ll make sure to keep you in the loop once it’s all sorted and your refund is on the way.
Just so you know - give it about 7 working days for the funds to pop up in your account.
We really hope you’re loving your items, but in case you’re not, no worries!
Consumers have a whole 14 days from the day you receive it to send it back. After that, no returns, sorry!
Business to Business customers are governed by the terms of contract at point of sale.
Just a quick heads up though, there are a few things we can’t refund such as custom made items and made to order equipment.
Just so you know, when you return your items, it could take up to 7 working days for us to receive them. Once they're in our hands, we'll kick into action and process everything within 7 working days. We're lightning-fast, so it won't be a long wait.
We're super efficient, but if you haven't heard back from us within 14 working days after sending your items back, then get in touch, we'll sort things out for you in a jiffy!
We’re really sorry but we don’t allow direct returns. But don't worry - just head over to our returns portal and you’ll find everything you need to make your return. It’s super easy, we promise!
We've got you covered! We've already sent you a confirmation email with all the details about your order. 😊
Our couriers will keep you in the loop at every step of the delivery process.
If, by any chance, you haven't received your order, but the tracking info says otherwise, please do let us know as soon as you can. 📦
Get in touch with us as soon as you can, as we’re only able to cancel orders if they haven’t been processed by our warehouse team (we’ll do our best but they’re super speedy!).
If your order is already in progress we won’t be able to cancel it, but you can simply return it to us for a refund.
Once your payment is processed, our amazing dispatch team jumps straight on it, getting your order ready super fast. This means that we can’t add or remove things from your order at this point. But don’t stress, you’ll love what’s coming your way!
We're really sorry to hear that you're missing an item in your order 😔.
Firslty check the paperwork inside your box for any notes such as refunds noted or supplier to follow items.
To get this sorted ASAP, drop us a message through our Contact Us page within the next 48 hours. Make sure to have your order number and the name and number of the missing items handy. We'll take care of it right away!
It's then up to you, we’re happy to either send the missing item to you (if still in stock) or we’ll get you a refund sorted.
We're really sorry to hear you have a faulty item. But don’t worry, we’ll get this sorted!
Please get in touch with us within 48 hours through our Contact Us page. You'll need to provide your order number, name and code of the faulty items, along with a short description of what's wrong with it.
Once we receive the faulty item back, we'll promptly issue a full refund for the item and cover the cost of any postage. 😊
You'll find your dispatch note, which contains your order invoice and returns info in your online account.
In your order confirmation email, you’ll find important stuff like your order details and returns info.
We're sorry for any inconvenience this may have caused! It's rare, but sometimes a popular item can go out of stock during the processing of your order.
The good news is we'll always offer a full refund for the item that has gone out of stock.
Don't stress - we'll be in touch really soon to double-check a few details. Don't forget to check your spam folder!
The card issuer may have a few questions about the info you provided in the checkout. Once they’ve got everything sorted and confirmed, we’ll get back to processing your order.
You can contact our Customer Service team if you have any questions.
Absolutely! We've got you covered when it comes to security and have invested in a secure and safe website for you to shop. 🔒
We use extremely secure payment systems such as 'Verified by Visa' and 'Secure by Mastercard' that add an extra layer of safety so your bank can verify your order.
Once you're in the checkout, we encrypt all your details using TSL/SSL.
Absolutely! Our savvy team of expert buyers are always on the lookout for the best prices and we take pride in offering you the best deals on genuine items.
We're sorry to hear you’re having trouble signing in to your account. If we don't recognise your details then try this:
- Double check you're entering the right email and password you registered with.
- Can't remember your password? No worries. Enter your email and click the “Forgotten your password” option.
- We'll then drop you an email with a link on how you can reset your password.
Still having trouble? Let us know through the Contact Us page and we'll take a look.
It's easy! Visit our Contact Us page to find out more.
You can see all your fantastic orders when you sign into My Account.
Once you're in, you can select the 'My Orders' tab.
We're sorry for any inconvenience you're experiencing while trying to proceed to the checkout. Your security is important to us, so we have advanced firewalls in place to ensure a secure checkout process.
If you ever notice the checkout acting a bit strange, it’s probably because there’s a lot of stuff going on in the background on your device, so the checkout may not load correctly.
It's all very rare, but if this does happen try and clear your browser history. This clears the cache and you should be able to buy your favourite items - easy peasy!
It's so simple! To change your details just head over to your My Account section. Then select the tab you want to update and follow the steps.
If you don't have an account with us yet then it’s super easy to create one. You can select the My Account icon next to the basket and follow the simple instructions.
No need to stress if you forget your password. Just follow these super easy steps:
- Head to the sign-in page and enter your email. Then click 'Forgotten your password'.
- We'll send you an email with a 'reset your password' link.
- Follow the steps in the email and you can set yourself a brand-spanking new password.
We'll drop you a note to let you know your password is reset. Now try to remember this one!😉🔑
We're sorry to hear that your favourite items are disappearing. Our website is constantly being updated to provide you with the best shopping experience, which includes real-time stock availability.
If you come across this problem, just refresh the page. It may be that the item/size selected has sold out.
If you're still getting this problem, get in touch with us through our Contact Form. We’re here to help!
We take pride in offering you high-quality products at incredibly low prices. However, there are rare instances where we might need to issue a product recall.
This would be notified both via product recall email alerts and social media accounts.
We are happy to accept orders from Schools, Universities, College's and Council Sectors and many National Charities, we can accept an official purchase order via fax or email or by placing the order online. Please read this document about placing your order as it contains very important information which will allow your order to be processed.Minimum order of £10 of goods plus postage of £3.95 is required to process a purchase order so you can be invoiced, please note if your order is under £10 you can still order but you would need to use a credit or debit card on a prepaid basis.
Purchase orders and orders which require invoicing for goods can be placed in 3 ways:
- Email- accounts@sensoryeducation.co.uk if you choose to send your order by email it is important you send your order as an attachment in either PDF or word document format.
We cannot accept your order as a stand-alone email, the order must be on official letter headed paper signed by somebody authorised to make an order or the order should be on an official purchase order.With emailed orders please allow 2-3 days for these to be inputted into our system by staff.
- Online through our website and select Purchase order / Invoice at checkout
This is the quickest and easiest way for you to place your website and does not require credit or debit cards for payment, you simply add the items to your basket and then proceed to checkout and select the invoice option, this means your order will be processed on the same day and dispatched, so its quicker and easier.
Please note ONLINE orders do not require a credit or debit card and you will be invoiced for your order, all you need to do is select the Purchase order/invoice option at the checkout stage.Online orders are usually dispatched the same day whereas orders sent by Email can be delayed especially during busier times such as Christmas or End of Financial year.So if at all possible we ask you enter your order on our website and doing it this way also means you qualify for free delivery on orders over £50 whereas emailed orders we will charge postage on each order on all values.Please include the following information on your order if you are sending it by email:
- A hard-copy of your official purchase order enclosing the order as an attached PDF document
- 2. Your order must have a purchase order number.
- 3. A contact name for delivery and accounts.
- 4. A contact telephone number for the delivery.
- 5. Contact email address to confirm the order and dispatch.We will then be able to invoice your school or charity for goods on credit terms.
Invoice terms are typically 30 days for schools and local authority customers however maybe reviewed if payments have been made late previously by your organisation.
You can login to your online account to request a copy of your invoice.Credit account orders will also be emailed a copy as standard upon dispatch of the order.