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DELIVERY ONLY £3.95
General information
- How do I contact GLTC?
- How do I use this website?
- Is it safe to shop online at www.gltc.co.uk?
- When do I have to log in?
- What is my username?
- What happens if I forget my password?
- Is the site accessible?
- How do I request your latest catalogue?
- Do you sell gift vouchers?
- How does your wish list work?
- What's the 'Great Little Traders Club'?
- I've noticed that some products have a 'testing team hero' icon next to them - what does this mean?
- What does the lorry symbol mean next to a product?
- I think your products are great and would love my child to feature in your catalogue - how do I go about making this happen?
- On the back cover of my catalogue there's a catalogue code – what is this and how can I use it?
Ordering & delivery
- How do I place an order?
- How do I work out what size to buy when it comes to clothing?
- I don't have a postcode - how do I place an order with you online?
- How can I pay for my order?
- Can I cancel or change an order?
- Can I use promotional vouchers advertised in publications online?
- I can't seem to find a product online but it's in my catalogue/advertised in a publication - how can I buy this online?
- How do I know my order has been submitted successfully?
- How do I add to my order once I have submitted it?
- What is the credit card security code on the payment screen?
- Am I charged for the items as soon as I order them?
- Can I order from overseas?
- I live in the Channel Islands - will I be charged VAT?
- Do you refund VAT on orders sent to BFPO addresses?
- Do I have to pay for delivery?
- How long will I have to wait for my order to arrive?
- What do I do if my order hasn't been delivered after the specified time?
- What if I am out when the courier tries to deliver?
- Can I send my parcel to a different address?
- Can I have my items delivered to more than one address in the same order?
- If part of my order is out of stock, do I have to pay an extra delivery charge when it is sent to me?
- How long do I have to wait for an item on backorder?
- Can I ring Customer Services and place my order through them?
- Do you accept orders from companies and organisations ("trade sales")?
Returns & exchanges
- What is your returns policy?
- How do I return an item I have purchased?
- Do I have to pay for returns?
- How do exchanges work?
- How long will it take for a return to show on my account?
General information
- How do I contact GLTC?
For order or customer service enquiries
You can contact us in the following ways:Email: enquiries@gltc.co.uk Phone: 0844 848 6000 (8am - 8pm Mon-Fri, 10am - 4pm Saturday, Sunday & Bank Holidays) Post: Customer Services, Great Little Trading Co., PO Box 336, Birkenhead, CH25 9DN
Whichever way you choose it really helps if you let us know your order number or postcode and contact telephone number.
Trade orders & supplier enquiries
If you wish to place a trade order or are interested in supplying products to GLTC, please see further information for trade orders and suppliers.
Press enquiries
Please see further information on press enquiries.
back to top - How do I use this website?
Our website has been designed with you in mind and brings the widest range of beautiful practical things for your children and your home all together in one place. Shop by department or room, or use the search box to look for specific products. Once you have found what you're after, choose the colour and/or size from the options available (where relevant), add it to your shopping basket and proceed to checkout when you are ready to purchase. You can manage your account online and check the progress of your order(s) all from the ‘my account' section. For further information please click here.back to top - Is it safe to shop online at www.gltc.co.uk?
Yes. We use the Secure Socket Layer (SSL) encryption method; your details are encrypted before the information transfers from your computer to our system. You know when a page is secure because a padlock symbol shows at the bottom of the browser (or if the address of the web page starts with https). This method is the recognised standard for secure transactions. If you are still wary, please call Customer Services on 0844 848 6000.back to top - When do I have to log in?
You'll have to log in when submitting payment or personal details. This ensures your online shopping is safe and secure.back to top - What is my username?
Your username is your email address.back to top - What happens if I forget my password?
Don't worry, with so many passwords these days it's not surprising that we forget the odd one! Simply click here, enter your email address and click ‘Email me'. We will then send you an email with a special link which will let you enter a new password. For security reason, we never send out your password in an email.back to top - Is the site accessible?
We believe our website should be accessible to all visitors which is why we have coded using XHTML Strict for all our pages and have attempted to attain conformance to level Double-A of the W3C Web Content Accessibility Guidelines 1.0. Read our accessibility guide.
back to top - How do I request your latest catalogue?
If you've already placed an order with us this season, you'll automatically receive next season's catalogue unless you specifically request otherwise. If you haven't placed an order with us, you might like to request our latest catalogue, or if you are already a registered customer, you must log-in and then click "order the new catalogue" at the very top of the page. If you do not have an email address, or wish to request a catalogue over the phone, please call 0844 848 6000.
back to top - Do you sell gift vouchers?
At present we do not currently sell gift vouchers, but this is something we are looking at in the future.back to top - How does your wish list work?
Our wish list is a great way to let friends and family know what you'd like on our site. Once you have found what you're after, choose the colour and/or size from the options available (where relevant) and click on the ‘add to wish list' link, found underneath the ‘add to basket' button. The following message ‘This item has been added to your wishlist‘ will appear on screen to let you know the addition has been successful. To view your list, click on ‘wish list' on the header, and log in if necessary. Your wish list can also be accessed from ‘my account'. You have the option to print out your list, or email is to friends or family. Unfortunately, if someone orders something from your list, it isn't automatically removed, but it's a great way to start collecting ideas for presents.back to top - What's the 'Great Little Traders Club'?
The ‘Great Little Traders Club' section, found by clicking on ‘downloadable fun' on the header, is to help you get your children sitting around the kitchen table doing something interesting, or out in the garden getting pink cheeks and having fun. All the activities are downloadable documents, so you can just print them out whenever you like. There's also a competition page, with anything from products to family holidays up for grabs, so get your children busy and you could be off on a free holiday. All pages are updated regularly to reflect seasonal topics and special times of the year, and we really hope you find it helpful. But if you have any comments or suggestions they are always welcome! Please let us know by emailing traders@gltc.co.uk.back to top - I've noticed that some products have a 'testing team hero' icon next to them - what does this mean?
All our products are tested by at least one of our testing team - a group of around eight 2-10 year old tough task masters brought in to really put our products through their paces; if it's not a toy then it's tested by the team's parents. They aren't very easy to please so you can be sure if it's in our range, it's up to the job! The ‘testing team hero' icon highlights the products the team or their mothers really, really love. Further information about our testing team.
back to top - What do the lorry symbols mean next to a product?
Some larger items require a specialised delivery service, as indicated by the lorry symbol next to a particular product. There is no extra charge for this service. All orders over £50 are delivered for free, and orders under £50 will cost £5.95 for delivery.
Full delivery information
back to top - I think your products are great and would love my child to feature in your catalogue - how do I go about making this happen?
Has your child got what it takes to add a sparkle to our photography and to bring our products to life in our catalogue and on our website? We're looking for future GLTC stars aged between 2 and 10 years. See full details about ‘the stars of GLTC'.
back to top - On the back cover of my catalogue there's a catalogue code – what is this and how can I use it?
A catalogue code can be used online by typing it into the promotional code box on the basket page, or quoting it when you order by phone. This information allows us to work out lots of useful things, such as when the best time to send a catalogue is. Different customer groups get different codes and some may even give you a discount or free postage, so it's always worth typing in/quoting your code before you proceed to checkout.back to top
Ordering & delivery
- How do I place an order?
Placing an order on our website is easy. Once you've found the product, choose the correct colour and/or size (where relevant) from the options available and click ‘add to basket' – your product will be added to the mini shopping basket (found top right on the page). Once you have everything in your shopping basket, click ‘view basket' to continue to checkout.
Checkout is where you pay for your item(s). You will need to log in before giving any payment details as this takes you to the secure part of our website. If you have placed an order online with us before, simply type in your email address and password to log in. If you are a new customer you will need to take a few moments to create an account – a quick and easy process to do.
Alternatively, you can place your order via Customer Services (Monday – Friday, 8am – 8pm, Saturday, Sunday & Bank Holidays, 10am – 4pm) on 0844 848 6000back to top - How do I work out what size to buy when it comes to clothing?
We have great little tables to work out which clothing size is right for your child. These can easily be accessed from the product detail page, or from the 'sizing info' link on the footer.back to top - I don't have a postcode - how do I place an order with you online?
You can place an order online without needing to add in a postcode, even though the field shows on our site as ‘required'. Simply enter in all your address details, leave the postcode field blank, but (and this is the important bit!) make sure you choose your country correctly from the list of options. This will ensure you can continue with the checkout process successfully and place your order with us.back to top - How can I pay for my order?
We accept Visa, MasterCard, Maestro and Delta. For further information regarding international orders and payment, please click here.back to top - Can I cancel or change an order?
Yes, providing your order hasn't been despatched from our warehouse. Please contact Customer Services (Monday – Friday, 8am – 8pm, Saturday, Sunday & Bank Holidays, 10am – 4pm) on 0844 848 6000, and we will do our best to stop delivery or help you with the return of your item(s). If your item(s) has already been despatched, simply send it back to us following the returns procedure. A cancellation number is available on request, and a letter confirming your cancellation will be sent to you within a week of your order being cancelled. If you wish to change an order, again, this is possible providing your order hasn't been despatched from the warehouse. Please give Customer Services a call who will be able to assist you with your order. This does not affect your statutory rights.back to top - Can I use promotional vouchers advertised in publications online?
Yes. We sometimes advertise with other websites and publications, such as Junior Magazine, and these promotions are open to everyone. However there are other “Discount voucher” websites which promote offer codes that often do not work, are out of date, or simply made up! We don't have control of these sites but if you find an offer code being promoted that isn't valid, please can you email the code, and a link to the site promoting it, to roguecodes@gltc.co.uk.
For all genuine codes please enter them into the 'promotional code' box on the basket page. The value of the promotion will automatically be deducted from your shopping basket sub-total. Promotions are not available in conjunction with any other offers. Promotions are not available on sale items.back to top - I can't seem to find a product online but it's in my catalogue/advertised in a publication - how can I buy it online?
Sorry, if an item is not viewable online, it is not available to buy.back to top - How do I know my order has been submitted successfully?
You will receive a confirmation email detailing items purchased and total amount spent. If for any reason you do not receive an email, first check it hasn't been delivered into your junk folder (check your “spam” filter settings and amend if this is the case) before calling Customer Services on 0844 848 6000.back to top - How do I add to my order once I have submitted it?
If you wish to amend your order, please contact our Customer Services team as soon as possible. We do our best to get your order to you as quickly as possible so it may be that it is too late for us to change your order, but we will certainly do our best.back to top - What is the credit card security code on the payment screen?
The security code, or Card Verification Value (CVV), is the last three digits on the back of your card. This code is used to validate your purchase and is an extra security measure to ensure that you have access and/or physical possession of the credit card itself. Your order cannot be fully processed without a valid security code. Once your order has been processed, your security code will not be held on file.
back to top - Am I charged for the items as soon as I order them?
No, you will not be charged until the goods are despatched from our warehouse. If your have ordered several items from us and one of these is on back order or currently out of stock, these will be despatched once they become available. You may therefore see several charges on your card, each one specific to the item(s) despatched at any given time.back to top - Can I order from overseas?
We regret we do not accept overseas orders or send catalogue requests to overseas addresses.back to top - I live in the Channel Islands - will I be charged VAT?
No, you will not be charged VAT.back to top - Do you refund VAT on orders sent to BFPO addresses?
We can refund VAT on orders sent to BFPO addresses, as long as the address is located outside the European Union. We are happy to refund the VAT to you after your order has been dispatched. To request a VAT refund after dispatch, please send us a copy of a VAT exemption form signed by your CO. Remember to include the order number with your request.back to top - Do I have to pay for delivery?
Standard delivery is now FREE for all orders over £50 to UK Mainland, BFPO, Northern Ireland, Channel Islands, Scottish Highlands & Islands and Isle of Man.
Orders under £50 will be subject to a standard delivery charge of £5.95.
We do not accept overseas orders.
back to top - How long will I have to wait for my order to arrive?
Most items on our website qualify for our standard delivery service which is 3-5 working days. If you choose our Express delivery service, an order placed before 2pm will arrive within 24 hours of placing your order (next working day); an order placed after 2pm will arrive within 48 hours of placing your order (2 working days). If an item takes longer than the standard 3-5 days, it will specifically say this on our website or in our catalogue, and could take anywhere between 2-8 weeks, depending on the product in question.back to top - What do I do if my order hasn't been delivered after the specified time?
Late deliveries could be due to a number of reasons. First check to see if your item has already been shipped. Log in to ‘my account' and click on ‘order status'. If it has left our warehouse, and you feel it's ‘severely overdue' please call Customer Services (Monday – Friday, 8am – 8pm, Saturday, Sunday & Bank Holidays, 10am – 4pm), quoting your order number, on 0844 848 6000.back to top - What if I am out when the courier tries to deliver?
Our couriers will leave a card at your delivery address with a phone number or instructions about how to contact your local depot to request a re-delivery. After 3 failed delivery attempts, your parcel will be automatically returned to our warehouse.
Extra heavy items requiring platinum delivery will be delivered to the room of your choice (but please ensure that fully assembled item(s) will fit through all access points to the room prior to ordering) and the packaging material will be taken away. On delivery, please ensure that you check your item(s) thoroughly while our crew are still on site. If for any reason you are not completely satisfied with the item(s), our crew will take them away immediately, free of charge, for a replacement or refund. Should you subsequently wish to return the item(s) after accepting delivery, you will be charged £50 for collection. Please note for platinum delivery: we require 48 hours notice if you are unable to be present for the delivery, otherwise a £50 re-delivery charge will be made. You are required to ensure clear access is provided to the delivery address including parking permits, permissions for access lanes etc. Should the delivery vehicle incur a penalty, this will be charged back to you.back to top - Can I send my parcel to a different address?
Yes. Enter in an alternative shipping address at checkout. On ‘Step 2' of the checkout process, enter in details of a new delivery address and click ‘continue'. Alternatively, continue through checkout until you reach ‘Step 3' and enter in an alternative delivery address at this stage.back to top - Can I have my items delivered to more than one address in the same order?
No, you can only get them sent to one address. However, you can always do multiple orders with different addresses for each (sorry, but you will have to pay delivery on each order under £50).back to top - If part of my order is out of stock, do I have to pay an extra delivery charge when it is sent to me?
No, you will only be charged delivery costs once per order.back to top - How long do I have to wait for an item on backorder?
Expected delivery dates are displayed on the product detail page. We do our best to ensure our product arrives on time, as per our published due dates, however from time to time we can experience delays.back to top - Can I ring Customer Services and place my order through them?
Yes, please call Customer Services (Monday – Friday, 8am – 8pm, Saturday, Sunday & Bank Holidays, 10am – 4pm) on 0844 848 6000.back to top - Do you accept orders from companies and organisations ("trade sales")?
Yes, minimum order value is £100 and a Purchase Order will be required. Please email tradeorders@gltc.co.uk for more information.back to top
Returns & exchanges
- What is your returns policy?
We hope you are happy with any product purchased, but if you wish to return a product to us for any reason you may do so within 30 days of the despatch date. It must be in a saleable condition and in its original undamaged packaging. We will refund the price or replace the product. We may withhold up to 20% of the purchase price of returned goods if the product or packaging is in such a condition that the item is not fully resaleable. Return delivery charges will only be refunded in the event of faulty or incorrect items. This does not affect your statutory rights.
Please note due to reasons of safety, hygiene and security we are unable to exchange or accept the return of certain products once the packaging has been opened unless faulty: mattresses, mattress protectors, duvets & pillows, toilet accessories, car seats and personal grooming products.
We cannot refund or exchange personalised products unless faulty. We cannot refund or exchange self assembly items if they have been assembled, unless faulty or damaged.
What to do: there is no need to contact us before you return anything – just fill out the Returns form included in your parcel and send it back with the item; we'll process your refund or replacement as soon as it arrives back with us.
If an item(s) is delivered to you and assembled on site by one of our crew, and at a later date you wish to return it, please call Customer Services on 0844 848 6000 who will advise you what to do. Please do not attempt to dismantle the item(s) before calling Customer Services as this will revoke your returns claim. This does not affect your statutory rights. For further information, please click here.back to top - How do I return an item I have purchased?
UK: Fill in the Returns Form enclosed with your item(s), pack everything up securely as detailed in our returns policy (don't forget to include the form) and post it back to us. You are responsible for any returned goods until they reach our warehouse. We strongly advise that you obtain a proof of postage certificate which are available, free of charge, from the post office. To have an item collected, for details of how to return an item that was assembled on site by one of our crew, or for further and more detailed information about making a return, please click here.
Our returns address is:
GLTC Returns
FREEPOST RSLY-RULX-CGTC
Phase 1 , Prolog
Annesley
Nottingham
NG15 0DJback to top - Do I have to pay for returns?
UK: You can now return your items for free, by sending it to the FREEPOST address on our returns page, or if the item is too large to post, call Customer Services on 0844 848 6000, who can arrange a collection on a working day of your choice. If the goods are not available for collection on the agreed date, a £10 charge will be applied for each subsequent collection attempt. Items delivered with a 2 man delivery service need to be checked thoroughly while our crew are still on site. If for any reason you are not completely satisfied with the item(s), our crew will take them away immediately, free of charge, for a replacement or refund. Should you subsequently wish to return the item(s) after accepting delivery, you will be charged £50 for collection unless the item is faulty or damaged.back to top - How do exchanges work?
You will need to complete the Returns Form enclosed with your purchase, detailing item(s) you would like to receive in exchange for item(s) purchased, and fill out any additional payment information if exchanging for item(s) of a different price.back to top - How long will it take for a return to show on my account?
All refunds or exchanges (where the replacement goods are in stock) will be processed as soon as possible after the returned goods arrive into our warehouse and generally no longer than 10 days. Please allow a few extra days on top of this for your credit/debit card to be credited.back to top
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