faq
FAQ

Online Shop

    How can I buy from you directly?

    We like to support all of our toy retailers, therefore please visit your local Sylvanian Families stockist where you can also get friendly advice on age suitability and product benefits. A list of Sylvanian Families stockists is available here. If the stockist does not have the product you are looking for available or you do not have a stockist near you then please order from the Official Sylvanian Family Shop online at www.sylvanianfamilies.co.uk.

    To buy a product online just find the product you want and click ‘Add to Cart’. When you are logged in your shopping cart will be visible on the right hand side of the page. You can make changes to your order here before we ask for all the relevant payment & delivery details.

    Please note that we are unable to take payments over the telephone

    . If you have any questions, please get in touch by using our Contact Us form or emailing directly to customerservices@epochmakingtoys.com

    How can I change my Sylvanian Family Shop order if I have already paid?

    If you’ve ordered direct from the Sylvanian Families Online Store and have requested Standard Delivery then we can amend your order within 4 hours from when the order was placed. If you would like to make amendments to your order within the 4 hour time period please use the Contact Us form and select Order Enquiry or Cancel Order if you have changed your mind.

    If you have requested Next Day Delivery then unfortunately we are unable to amend your order as we normally pack and send orders as soon as possible to ensure a speedy delivery. If you would still like to amend or cancel your order then we can still do an exchange or refund once you have received the product. Please see the Exchanges & Returns chapter for more information on the terms and conditions of these processes.

    What payment methods do you accept?

    We accept the following major credit cards: Visa, MasterCard, Maestro and JCB.

    Will my personal information be secure when shopping online at the Sylvanian Families Online Shop?

    Please see our privacy policy for information on how we keep your personal information secure.

    When will you charge my credit card?

    We'll authorise your credit card at the time of your order. The exact time that the funds will show as having been paid on your credit card account depends on the rules set by your bank or other financial services provider - please ask them for details. We don't take responsibility for any additional charges that banks or other financial services providers might apply on international transactions.

    What is an out of stock item?

    Occasionally, if an item is very popular, we may not have enough stock to fulfill all orders immediately or new stock doesn't come early enough. Therefore if you select an item that is sold out then a warning message will appear and unfortunately you won’t be able to purchase that product at that time. If you would like to know when a product will be in stock please Contact Us.