faq
FAQ

Order Status

    How do I cancel my order?

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

    If you have requested Next Day Delivery then unfortunately we are unable to cancel 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.

    When will my order be delivered?

    It will depend on the postage option that you selected.

    Next working day delivery – If you have ordered before 1pm then you should receive your order the following working day. Please note that Next Day Delivery is only applicable for United Kingdom residents. We unfortunately are unable to offer this service to residents in the Republic of Ireland.
    Standard Delivery – You should receive your order within 5 working days of when you placed your order.

    We cannot guarantee the delivery time of any order.

    I'm not sure if my order went through. How can I find out if I placed it successfully?

    A confirmation email will be sent to you once the order has been authorised. It will also appear in your Account Page under Order History.

    If you have not received an email please Contact Us and we will be able to inform you if it was placed successfully, if it was placed successfully we will update you on its status. If we cannot see it on our system then we won’t have received the order or payment so you will need to order again.

    Please check your ‘junk’ or ‘spam’ folder as the email may have been sent there by your email provider.

    Will I get an order confirmation?

    We'll send you an order confirmation email to the address you supplied. This may take a few hours to arrive in your inbox. Please also check your ‘spam’ or ‘junk’ folder in case the confirmation has been sent there by your email provider.

    Will I get a shipping confirmation?

    We’ll send you an email when your order has been shipped. For most orders, this email will include a tracking number so if you have any questions regarding your order then you can quote that number when contacting us and you will also be able to track your order on the courier’s website.

    How do I view my order history and status online?

    If you are logged in you will be able to access your order history on the right hand side of the page. This page will show the date of your order, the products that you ordered and the value. If you wish to know the status then please Contact Us .