AWARD-WINNING CHILDREN'S RETAILER

AWARD-WINNING CHILDREN'S RETAILER

FAQs

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 or Live Chat.

VAT Number: GB 835 5029 30

Is it safe to shop 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 login?

When shopping on the gltc.co,.uk website you have two options. You can either checkout as a guest or create an account and log in to place your order.

The benefit of creating an account is that you can simply login to review your order history and status. 

What is my username?

Your username is your email address.

What happens if I forget my password?

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.

On the back of my catalogue there's a catalogue code, what is this and how can I use it? 

This code is an exclusive discount for you as a catalogue customer. 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. 

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 ‘Go to basket' to continue to checkout. Checkout is where you pay for your item(s). You will need to log in or sign in as a guest 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

How can I pay for my order?

We accept Visa, MasterCard, Delta, American Express and PayPal. We will take payment for your order when you place the order, this applies to items on a back order, pre order or a longer delivery time scale. 

Can I change or cancel my 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. If you wish to change an order, again, this is possible providing your order hasn't been diepatched 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.

Personalised orders can only be cancelled within 24 hours of the original order.

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 press@gltc.co.uk. For all genuine codes please enter them into the 'Gift card or discount 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 3 to 5 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 do I have to wait for my order to arrive?

Standard Delivery takes 3 to 5 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 in 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

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. You can find our returns policy here.

How do I return an item?

To make returning unwanted items as easy as possible for you, we have a number of options available, all of which are completely free of charge. See our returns policy for details. 

BASKET