Frequently Asked Questions
We’ve chewed our pencils and racked our brains, and tried to come up with all the questions we think you might have about our products and services. Don’t worry if you can’t find the answer to your question here. Simply email us with your question or phone 08705 352 352, and we’ll do our best to help.
Orders and delivery
When will my order be delivered?
Is premium delivery available for every order?
Can I leave special delivery instructions?
Can I return a product, exchange it or get a refund?
How do I know my order has got through?
Big Birthday Club
What is the Big Birthday Club?
How secure are my child’s details?
What do I get as a Big Birthday Club member?
How much does it cost to join the Big Birthday Club?
I signed up for the Big Birthday Club but didn’t receive my pack. Why?
Wish list
Can I set a reminder on my wish list for an important event?
Can I send my wish list details to friends and family?
Nurseries and pre-schools
How do I register to claim my 10% discount?
Am I eligible to join the nursery website?
How can I redeem my 10% discount?
Are there any restrictions on my 10% discount?
Can I continue to use my existing ELC childcare discount card?
When will my order be delivered?
Can I leave special delivery instructions?
Can I return a product, exchange it or get a refund?
How do I know my order has got through?
FiredupKids.com
Can I buy products from FiredupKids.com and elc.co.uk in one transaction?
Can I buy FiredupKids.com products over the phone or in store?
Orders and delivery
Q: How much does delivery cost?
A: Standard delivery costs £4.95. Premium delivery costs £6.95, regardless of how much you order. You can find out more about delivery charges and times by clicking here.
Q: When will my order be delivered?
A: We offer two delivery methods, standard and express delivery. (Please note that not all products are available via both these delivery methods –see below.)
When do standard deliveries arrive?
If you select standard delivery for your order, your toys will be delivered in 4 working days. For example, if you order at 9 am on Monday your toys will arrive on Thursday.
If you order AFTER 12.30 pm, your order will be delivered on Friday.
When do express deliveries arrive?
If you place your order BEFORE 12.30 pm, your toys will be delivered by the end of the next working day. For example, if you order at 9 am on Monday your toys will arrive on Tuesday.
If you order AFTER 12.30 pm, your order will be delivered in the next 2 working days.
For example, if you order at 4 pm on Monday your toys will arrive on Wednesday.
Special products delivery
Some products are despatched directly from the manufacturer, and therefore have different delivery times.
So please check whether any toy you’ve ordered has specific delivery information. You’ll find it on the page where the toy is shown.
Q: What are ‘working days’?
A: Monday to Friday are working days. Saturdays, Sundays and Bank holidays are not working days. We pack and dispatch orders only on working days, so we only count working days when calculating when your toys will be delivered.
For example, if you order at 3 pm on Monday using standard delivery, your toys will arrive by Friday.
Q: Is express delivery available for every order?
A: No. We try to offer express delivery as much as we can. But if the toys are particularly large or heavy, or if they need to travel a long way from our depot unfortunately we can’t offer the service. We can’t offer premium delivery if your order has to be sent in more than one parcel, or includes a heavy or large toy (such as an Art Centre).
We can’t offer express delivery if you want it sent to the Scottish Highlands or Northern Ireland. We hope to improve this in the future –please accept our apologies for now.
Q: Can I choose a delivery time?
A: No. Unfortunately, you cannot choose a specific time of day for your order to arrive. This is because we use a variety of courier companies and postal methods and it is impossible for us to know what time of day they will deliver your toys.
Q: Can I leave special delivery instructions?
A: Yes. When you place an order on the website, you can leave special delivery instructions, which we’ll pass on to the courier. So you can request that, for example, your toys be left with a particular neighbour, in the garden, or elsewhere if you are out when your order is delivered.
Obviously we can’t be responsible for your toys once the courier leaves them where you’ve requested –so make sure you choose somewhere dry, safe and secure.
Of course you don’t have to have your toys delivered to your home. You can arrange for your order to be delivered to your work address, or somewhere else, if that’s more convenient for you.
Q: Can I gift wrap my order?"
A: Yes, gift wrap is available on certain orders. For just £3.95, your entire order will be placed into an attractive gift box, with prices removed from each toy, which are individually wrapped in white Early Learning Centre embossed tissue paper. You can request a message to be placed on a gift card, which will be placed within the gift box. You cannot select individual items from your order to be gift wrapped.
Your order will be securely placed into an appropriate sized box - please see the smaller and larger gift boxes below:
Q: Can I return a product, exchange it or get a refund?
A: Yes, you are welcome to –it’s no problem. Our no quibble returns policy means we will happily exchange an item or refund your money. This does not affect your statutory rights.
You can choose from 3 easy options:
- 1) Send the item back to us along with the advice note enclosed with your order. Simply fill in the advice note, and return it all to the address shown.
- 2) Take the item to any ELC store with the advice note.
- 3) Call 08705 352 352 and we will arrange collection.
Q: Does ELC deliver overseas?
A: No. We cannot deliver any orders overseas. We cannot accept any overseas orders from the web or over the phone.
We do however have stores in 14 countries outside the UK. Pleaseclick here to see our full list of overseas stores.
Q: How do I know my order has got through?
A: When you send an order through this website, we will reply to you with an email confirming everything. Please check that all the information is correct on this confirmation email. As soon as you send your order through the web, it is a firm purchase.
Q: Can I track my order online?
A: Unfortunately you cannot track your order online. When you place your order, we will send you an email confirming it. This will contain your unique order number, which we can use to track your order if you phone us on 08705 352 352.
Big Birthday Club
Q: What is the Big Birthday Club?
A: The Big Birthday Club is here to lighten the load when it’s your little one’s birthday. As a member, you’ll get loads of great ideas for parties and gifts.
We’ll also send your child a birthday treat and give you a money-off voucher to help make your child’s birthday extra special.
Q: How secure are my child’s details?
A: Very secure. We’ve invested heavily in web security at elc.co.uk, to ensure that any information you send us remains 100% private.
And elc.co.uk is independently validated by the Verisign Secure Site Programme. This is a well-respected scheme that enables secure communication between you and this website. We will never sell, rent or disclose your child’s details to anyone else.
Q: What do I get as a Big Birthday Club member?
A: The Big Birthday Club gives you and your child that extra something to make their birthday even more special.
As a member, you’ll receive birthday gift ideas carefully tailored to your child’s age –plus a 10% discount to help you buy that perfect present.
You'll also receive great birthday party game ideas, party invitations to print and send, animal masks and even an easy birthday cake recipe.
Q: How much does it cost to join the Big Birthday Club?
A: Nothing –it’s completely free.
Q: Can children of any age join?
A: Any child aged between 1 and 6 can join the Big Birthday Club.
Q: I signed up for the Big Birthday Club but didn’t receive my pack. Why?
A: We're really sorry to hear that. Please send an email to contactus@elc.co.uk letting us know when and where you signed up. We’ll do our best to find out what’s gone wrong and sort it out.
Wish list
Q: What is a wish list?
A: A wish list is somewhere you can store a list of toys don’t want to order today, but might want to buy in the future.
You can use a wish list to help you remember toys that would be perfect for Christmas or a birthday, for example.
Q: How do I create a wish list?
A: When you find a toy you would like to save for later, simply click the ‘add to wish list’ button. Then you can give your wish list a name and the toy will be saved for you to access at any time.
Q: Can I set a reminder on my wish list for an important event?
A: Yes you can.
It’s an easy way of making sure you’re well prepared for an important birthday or Christmas.
When you’ve created your wish list you can choose to receive a reminder email one month before the occasion for which you’ve created the list.
So there’s no need to worry about forgetting your wish list –or the 'important event'!
Q: Can I send my wish list details to friends and family?
A: Yes you can.
When you have added all the toys you’ve selected to your wish list, just click ‘Email to a friend’ and leave your friend’s name, email address and a message.
You can also choose which products to send to each friend, so you don’t have to worry about people buying the same thing.
Nurseries and pre-schools
Q: How do I register to claim my 10% discount?
A: Simply complete the short registration process, making sure you have your nursery registration number, assigned to you by your governing body. This number is also known as the Early Years unique registration number. We need this to validate you as a registered nursery or pre-school.
The governing bodies for England, Scotland, Wales and Northern Ireland are listed below. Please contact the relevant group if you need to find out your registration number:
England
Ofsted: 08456 404040
Scotland
Care Commission: 0845 6030890
Wales
Early Years Partnership: 02920 446446
Northern Ireland
Department of Education: 0289 1279279
Q: Am I eligible to join the nursery website?
A: To qualify you must be one of the following:
- An owner of a nursery or pre-school, or someone authorised to make purchases on their behalf.
- An owner of another recognised childcare group (this might be a registered children's charity, children's healthcare organisation, or children's after school group or club), or someone authorised to make purchases on their behalf.
Q: How can I redeem my 10% discount?
A: You can redeem your 10% discount online, in store or by phone, once you have registered. We validate your registration immediately, so you can purchase as soon as you have finished registering.
To redeem online, simply log in when you visit and your discount will automatically be applied to your basket. There is no promotion code to enter. You will also benefit from free delivery on all online orders.
To redeem in store, print out the voucher available in your 'Nursery Details' page, and take this into store. You can only print this voucher if you are logged into the website.
To redeem by phone, call 08705 352 352 and quote your nursery registration number.
Q: Are there any restrictions on my 10% discount?
A: Your 10% discount will not apply to products that are already on offer; toys which are, for example, reduced in price or part of a Star Buy offer. In addition, you cannot redeem your 10% discount on gift cards. These restrictions apply when using your nursery discount online, in store or by phone.
Q: Can I continue to use my existing ELC childcare discount card?
A: If you already have an Early Learning Centre childcare discount card, you can continue to use this to purchase in store. However, you will not be able to use this card to purchase online.
Q: How much does delivery cost?
A: Delivery is free on all online orders for nurseries. You must be logged in to order and take advantage of free delivery. The standard delivery charge of £4.95 for order under £100 applies if you order by phone.
Q: When will my order be delivered?
A: Delivery for the majority of items is within 4 working days. Some products are despatched directly from the manufacturer, and therefore have different delivery times. So please check whether any toy you've ordered has specific delivery information. You'll find it on the page where the toy is shown.
Q: What are 'working days'?
A: Monday to Friday are working days. Saturdays, Sundays and Bank holidays are not working days. We pack and despatch orders only on working days, so we only count working days when calculating when your toys will be delivered. For example, if you order at 3 pm on Monday using standard delivery, your toys will arrive by Friday.
Q: Can I choose a delivery time?
A: No. Unfortunately, you cannot choose a specific time of day for your order to arrive. This is because we use a variety of courier companies and postal methods and it is impossible for us to know what time of day they will deliver your toys.
Q: Can I leave special delivery instructions?
A: Yes. When you place an order on the website, you can leave special delivery instructions, which we'll pass on to the courier. So you can request that, for example, your toys be left with a particular neighbour, in the garden, or elsewhere if you are out when your order is delivered. Obviously we can't be responsible for your toys once the courier leaves them where you've requested - so make sure you choose somewhere dry, safe and secure.
Of course you don't have to have your toys delivered to your home. You can arrange for your order to be delivered to your work address, or somewhere else, if that's more convenient for you.
Q: Can I return a product, exchange it or get a refund?
A: Yes, you are welcome to - it's no problem. Ourno quibble returns policy means we will happily exchange an item or refund your money. This does not affect your statutory rights.
You can choose from 3 easy options:
- Send the item back to us along with the advice note enclosed with your order. Simply fill in the advice note, and return it all to the address shown.
- Take the item to any ELC store with the advice note.
- Call 08705 352 352 and we will arrange collection.
Q: How do I know my order has got through?
A: When you send an order through this website, we will reply to you with an email confirming everything. Please check that all the information is correct on this confirmation email. As soon as you send your order through the web, it is a firm purchase.
Q: Can I track my order online?
A: Unfortunately you cannot track your online. When you place your order, we will send you an email confirming it. This will contain your unique order number, which we can use to track your order if you phone us on 08705 352 352.
FiredupKids.com
Q: What is FiredupKids.com?
A: Firedupkids.com is a new website, launched by Early Learning Centre, with a range of kits, games and toys designed to inspire and stimulate 5-10 year olds.
Q: Can I buy products from FiredupKids.com and elc.co.uk in one transaction?
A:Yes you can! Your basket is 'shared' between elc.co.uk and FiredupKids.com. This means you can switch between sites, and the items you add to your basket from either site will be collected in the same place. You only have to go through the checkout once, enter your credit card details once, and, most importantly, pay one delivery charge.
Q: Can I buy FiredupKids.com products over the phone or in store?
A:You can order FiredupKids.com products over the telephone by calling 08705 352 352 (you can also order ELC goods at the same time). Unfortunately you cannot see FiredupKids.com items on the shelf in stores, but if you know what product you want and the catalogue number you can order it in store for home delivery. The member of staff in store can check that it is in stock for you and delivery will cost £4.95.
