FAQ's

Our Most Frequently Asked Questions

General information
How do I contact GLTC
For order or customer service enquiries You can contact us in the following ways: Email: customercare@gltc.co.uk Phone: 0344 848 6000 (9am - 8pm Mon-Fri, 10am - 4pm Saturday, Sunday & Bank Holidays) Post: Customer Services, Great Little Trading Co., PO Box 336, Birkenhead, CH25 9DN Live Chat: Speak to a member of our team now 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.
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 have any questions about security, please call Customer Services on 0344 848 6000.
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.
what is my username?
Your username is your email address.
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.
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 0344 848 6000.
do you sell gift vouchers?
Yes, you can buy them here.
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.
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.
ordering
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 0344 848 6000
I don't have a postcode - how do I place an order with your 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.
How can I pay for my order
We accept Visa, MasterCard, Delta and PayPal. For further information regarding international orders and payment, please click here.
Can I cancel or change an order?
Yes. Please contact Customer Services to cancel or amend an order. If your item(s) have 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.
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
delivery
Do I have to pay for delivery?
Standard delivery costs £5.75 and will take up to 3 working days. Next day delivery costs £7.95. Your order must be placed before 7pm to be delivered the next working day. Named day delivery costs £8.95. Here you can specify the day you would like your order to be delivered. Named day delivery AM costs £10.95. Your order will be delivered before 12pm on the day you specify. For more information about our Delivery options please visit the Delivery Information page.
How long will I have to wait for my order to arrive?
Standard Delivery takes up to 3 working days. Next Day Delivery will be delivered on the next working day providing the order is placed before 7pm. Named Day Delivery gives you the available days when you checkout. For the AM option this will be before 12pm on your specified day.
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 overdue please call Customer Services quoting your order number, on 0344 848 6000.
returns and 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 0344 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.
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 0DJ For returns from non-UK delivery addresses, please contact Customer Services for advice.