What have our customers said?
a girl from malaga
Good evening! I've received my package, all great! Thank you very much for a fantastic service!
Total: 0.00 €FAQ´s
- Where´s my stuff?
- How long will my toys take to arrive?
- I need my stuff urgently!
- There´s something I want but I can´t find it on your website?
- Post Office said my parcel has been returned!
- When I enter my personal details and click "next" my details disappear and I go back to the beginning.
- I don´t want anything delivered to my house, can I collect the parcel from the post office or courier service?
- Can you ring before my parcel arrives?
- My credit card won´t work!
- Are my details private?
- What exactly will my parcel look like and what information will be on it?
- Are my credit or debit card details safe?
- Do you have a telephone number?
- I want to send a gift, can you send it without the invoice?
- Can I collect my parcel from the post office?
- What is a "gold" special delivery?
- What is a "platinum" special delivery?
- Why can´t I choose the cash on delivery payment method?
- Why am I only being given the option of paying by bank transfer?
- Does my product come with a compatible plug?
Firstly, please check your emails to see if we have written to you! If there is a query with your order we could be waiting for a reply from you before we send your toys.
When we post your order, we send you an email confirming that it has been sent, and we give you the post office reference number (or MRW reference if you have chosen courier). If you have received this email, we have already sent your order.
Post Office and Cash on Delivery
Normally our parcels take between 3 and 5 days to arrive, depending on your local post office. If the parcel has not arrived by this time, please take your reference number to your local post office and ask them to check if they have your parcel. (Sometimes the postman doesn´t leave a card). You can also check on the post office´s website (www.correos.es) using your reference number. If it says "en transito" check with your local office as this normally means that it is awaiting collection.
How long will it take for my toys to arrive?
Post Office:
Our orders normally take between 3 and 5 days to arrive. If you want to guarantee that your toys arrive more quickly, please choose the "Postal Express" or "MRW" options.
Postal Express:
Peninsula/Ceuta/Melilla between 1 and 2 days; Baleares between 2 and 3 días; Canarias between 3 and días.
MRW 24 hours:
MRW guarantee next working day delivery in España peninsular y Andorra, before 7pm.
MRW Urgente 10:
MRW guarantee next working day delivery before 10 am in main city´s or 15km from a city. All other, more rural areas will be delivered before 7pm.
MRW Saturday:
Collect your parcel from your local MRW office Saturday morning before 12.00pm.
MRW Same Day
Now we can offer a same day delivery. To enjoy this service, please note that we have to receive your order and payment BEFORE 9am in the morning. MRW guarantee delivery the same day before 7pm. This service is only available in limited areas.
MRW Collection Service
If you don´t want to receive your parcel at home or at the office, MRW offer a service where you can collect your parcel from their offices the next working day. If you choose this service, MRW will send you an SMS (if you provide us with a valid mobile number) telling you when your parcel is ready for collection.
Our parcels normally take 3 to 5 days to arrive. If you need your stuff urgently, we recommend using Postal Express or MRW.
There´s something I want but I can´t find it on your website.
Send us an email! We are always introducing new toys and love to hear which toys you would like to see. If you want something specific, just ask, we may be able to order it especially for you!.
Post Office said my parcel has been returned.
The post office may have returned your parcel for several reasons:
1. address incomplete or unknown.
2. person unknown at the address given.
3. if the parcel remained uncollected from the post office.
When your parcel is returned to us, we will contact you to arrange to send it back as fast as possible. Depending on the circumstances, we may ask that you pay the postage fee.
When I enter my personal details and click "next" my details disappear and I go back to the beginning..
This happens very occasionally and we are very sorry for the inconvenience. If it happens to you please email Laura and she will prepare your order for you. Please do not send Laura your credit or debit card details, she will explain how to make your payment yourself in a secure way.
I don´t want anything delivered to my house, can I collect it from the post office or courier service?
Of course! If you wish to collect your parcel from the post office, please use the "special instructions" box in the last page of the checkout to tell us that you wish to send your parcel "lista de correos". We need to exact address (street name, number, town and post code) of the post office where you would like to collect your order. We will send you the reference number by email and ask that you check with the post office in a few days to see if your parcel has arrived. Alternatively, we can send you order by MRW Collection - we, or MRW (if you provide us with valid mobile number) will contact you with the information required to collect your order.
Can you ring before my parcel arrives?
If you choose to have your parcel sent by MRW we can arrange for them to ring you before they deliver (please add this to the "special instructions" box in the last page of the checkout). Unfortunately the post office do not offer the same service.
Don´t worry you can still make a payment using the same order. Click on the "check your orders" link and login using your email address and password. At the bottom of the page there is a button called "pay". Click here to go the payment page and finalise your order. If you have any further problems, or wish to change your payment option, please email Sasha for further help.
We only ask you for the details we need to process your order. Your personal information is held on our secure system so that you can easily see the status of your current and preious orders, and can make future orders more easily and quickly. No-one else can see your orders except you, and we never give your personal information to anyone else. NEVER!
What exactly will my parcel look like and what information will be on it?
Your order will be packaged in either a plain, white padded bag or a plain cardboard box. Your address and the post office or MRW reference sticker will be on the front and our discreet return address will be on the back: APD169, Los Alcazares 30710 Murcia. That´s all.
Are my credit / debit card details safe?
All credit or debit cards are processed by PayPal who have the highest level of security available on the internet. Your details are kept private by paypal and we do not have access to your card number or details. You can find out more information regarding Paypal at www.paypal.es .
Do you have a telephone number?
At the moment, no! We answer all your queries via email, and aim to always respond either the same day or the next working day. This is one of the ways in which we keep our costs down and keep our toys at fair prices!
I want to send a gift, can you send it without the invoice?
Of course! If you ask to have your toys gift wrapped, you can choose whether or not to receive an invoice. We never put an invoice in our gift boxes unless you specifically ask for us to do so. Unfortunately, we cannot post an invoice to you separately, but you can print out the email receipt that you received when you placed your ordere.
Can I collect the parcel from the post office myself?
Yes! We can send your parcel as "lista de correos" which means that the post office will hold it in their office for you to collect. We will send you the reference number by email, please note that you will not receive any notification at your house! Please go to the correos in a few days to collect your parcel.
To do this we need the full address of the post office you wish to collect your parcel from. Please put these details in the "special instructions" box on the last page of the checkout and add a note to say that you want "lista de correos".
What is a "gold" special delivery item?
These items are not held in stock and may have to be ordered especially for you. For this reason, these toys cannot be paid for by cash on delivery. Delivery times for these items and specified in the item description and they may arrive separately from the rest of your order, but there are no additional postage costs to pay. If you want to pay for the rest of your toys by cash on delivery, please make a separate order.
What is a "platinum" special delivery item?
Some of the toys in our "luxury" collection have to be ordered and perhaps made especially for you. Ddelivery times for these items are specified in the iteem descriptions and they may arrive separately from the rest of your order, but there are no additional postage costs to pay. If you want to pay for the rest of your toys by cash on delivery, please make a separate order for them. Platinum special delivery items must be paid for by bank transfer.
Why can´t I choose cash on delivery as a payment method at checkout?
We do not offer the option of cash on delivery for the following reasons:
orders over 200€
special delivery items, and
some of our bespoke items
...sorry!
Why am I only being given the option of paying by bank transfer?
You have chosen a toy that is a platinum special delivery item. Some of the toys in our luxury collection have to be ordered and perhaps made especially for you. For this reason, we ask that these items be paid for by bank transfer only. Please email us if you would like more information or to make a special request.
Does my product come with a compatible plug?
Please note that unless otherwise specified, all eletrical products requiring plugs sold at eltocador.com are sold with plugs compatible with european electrical outlets only. If you wish to use these products outside of the european zone then an adaptor will be required. Eltocador.com cannot be held responsible for any damages caused via incorrect us eof adaptors or plugs.
If you have any further questions or queries, please check our customer services link or send us an This e-mail address is being protected from spambots. You need JavaScript enabled to view it .
