Frequently Asked Questions
Delivery Information
Free Standard Delivery
- Free for orders over £50.00
- £3.95 for orders under £50.00
- Delivery timeframe: 2-3 working days (excluding weekends and bank holidays)
Additional Information for Standard Delivery
- Free delivery on orders over £50.00 applies to UK mainland only.
- We cannot guarantee delivery at a specific time, but you can provide an alternative delivery address, such as a workplace, family, or friend's address.
- For deliveries to and from Northern Ireland, the Isle of Wight, Isle of Man, and the Far North of Scotland, please allow one extra working day. Deliveries to and from the Scottish Islands may require up to five extra working days.
- Custom-made or supplier items may have extended lead times, which are noted on the product page.
Courier Service: All deliveries are handled by Amazon Logistics. You can track your order via our tracking page.
Express Delivery
- £4.99 for tracked delivery within 2 working days
- Orders must be placed by 3pm for 2 working day delivery (excluding weekends and bank holidays)
Additional Information for Express Delivery
- Orders placed after 3pm or on weekends will be processed on the next working day (e.g., Monday for weekend orders).
- We cannot guarantee delivery at a specific time, but alternative delivery addresses are welcome (e.g., workplace, family, or friends).
Courier Service: All deliveries are handled by Amazon Logistics. You can track your order via our tracking page.
We are currently unable to deliver to countries outside of the United Kingdom.
After placing your order, you'll receive a confirmation email along with a notification from one of our courier partners. This will include your tracking number, so you can stay updated on your delivery progress.
For added convenience, you can also log in to your online account to access tracking details and order information at any time.
Order Tracker
https://www.sensoryeducation.co.uk/pages/order-status
We have a very limited timeframe—often just a few minutes—to make changes to your order.
You can make amendments using the Order Confirmation or Order Status pages shortly after placing your order. However, once the warehouse begins processing and picking your order, changes can no longer be made.
Please note, this step is crucial as we start processing orders immediately after they are placed. Once the order has been selected for picking, the option to edit it will no longer be available.
Unfortunately, this means that modifications, including changes to the delivery address, cannot be made once the process is underway.
Certainly! During checkout, after entering your billing address details, you have the option to add a different delivery address.
Please ensure this step is completed accurately, as it's crucial to note that once your order is placed, processing begins immediately, and changes may not be possible.
No need to worry if you’re not home when your delivery is on its way! You’ll receive both an email and a text message in advance to keep you informed. Our courier will attempt delivery twice.
If you’re unavailable, you can use the tracking link provided to rearrange the delivery, request it to be left in a safe location, or have it delivered to a trusted neighbour—whatever works best for you!
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 sincerely apologise if you've received the wrong item in your parcel. We're committed to resolving this for you as quickly as possible.
Please contact us within 48 hours, ensuring you have your order number, along with the name and code of the missing product, ready when you get in touch.
Alternatively, you can log in to your online account and use the Returns Portal, which will help streamline the process and ensure a quicker resolution. Rest assured, we'll get this sorted for you promptly!
Sorry! We can’t deliver to any PO Box addresses in the UK.
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!
What should I do if I receive a faulty item?
We sincerely apologise for the inconvenience caused by receiving a faulty item. Rest assured, we are here to assist you in resolving this promptly.
To proceed, please log your return through the Returns Portal available in your online account, or click directly on the Returns Portal link. We'll take care of the rest!
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.
Placing Orders for Schools, Universities, Colleges, Councils, and National Charities
We are pleased to accept official purchase orders from schools, universities, colleges, council sectors, and many national charities. Orders can be placed via email, fax, or directly through our website. Below are the details for each method:
Important Information
- A minimum order value of £10 (excluding postage) is required for invoiced purchase orders.
- Postage is charged at £3.95 unless your order exceeds £50, in which case delivery is free for online orders.
- For orders under £10, payment must be made using a credit or debit card.
How to Place a Purchase Order
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By Email
- Send your purchase order as an attachment in PDF or Word format to accounts@sensoryeducation.co.uk.
- Orders must be on official letterheaded paper, signed by an authorised individual, or submitted as an official purchase order.
- Please allow 2–3 days for email orders to be processed, especially during busy periods such as Christmas or the end of the financial year.
- Include the following in your purchase order:
- A hard copy of the purchase order attached in PDF format.
- A unique purchase order number.
- Contact details for delivery and accounts, including a name, telephone number, and email address.
- An email address for order and dispatch confirmation.
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Online via Our Website
- The quickest and easiest method.
- Add items to your basket, proceed to checkout, and select Purchase Order/Invoice as the payment method.
- Orders placed online are typically processed and dispatched on the same day, ensuring faster delivery.
- Online orders over £50 qualify for free delivery, unlike email orders where postage is charged.
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By Fax
- Orders can also be submitted via fax using the same guidelines as email orders.
Additional Information
- Invoice terms for schools and local authority customers are typically 30 days but may be adjusted based on previous payment history.
- For the fastest processing and delivery, we strongly recommend using the online ordering option, especially during peak times.
By following these guidelines, we can ensure your order is processed and dispatched promptly. If you have any questions, please contact us for assistance
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.