FAQs

Our offices are open from 9:00 am to 6:00 pm Monday to Friday. We will respond to any customer enquiries within these hours.

All our games are designed in the small market town of Wymondham, in the UK. We are proud to be made in India.

We take product safety very seriously and we work closely with testing laboratories, to ensure our products exceed the BIS toy safety testing standards. 

When designing our games we aim to not stereotype, discriminate or misrepresent any cultures, genders or disabilities. Although we always strive for positive representation, sometimes it is not always possible to demonstrate all options of gender, disability and race in every one of our products. Ensuring our products are inclusive and represent a range of children and characters is very important to us and we hope this shows in our games.

We have accounts on Facebook and Instragram. You can also find our product videos on YouTube. free to follow us on any of these platforms for the latest product news, competitions and educational tips. You can also contact us on social media with any customer service enquiries, our accounts are checked daily during working hours and we will endeavour to reply to your request within 48 hours.

Orchard Toys are widely stocked in toy stores, gift shops, book shops, as well as some department stores and online retailers. Alternatively, all of our games can be purchased directly from us on this website, or by phoning us on +91 75063 37406.

Our orders typically have a lead-time of 1-3 working days, In the event that you would like a particular product sooner than the lead time, please contact us at info@orchardtoys.in or +91 75063 37406, and we will try our best to help you out. Expedited or hand delivery charges may be applicable.

Please review your billing address, shipping address and payment information, and ensure that you are using the latest version of your web browser. Please ensure that you click “PLACE MY ORDER” only one time to avoid multiple authorizations. If you are still receiving an error message, please contact us at info@orchardtoys.in or +91 75063 37406.

Orders typically have a lead-time of 1-3 working days. Lead-time refers to the number of days within which an order will be dispatched from our warehouse. This does not include the shipping duration taken by the courier companies to get the parcel delivered. Please note that orders are not shipped on weekends or holidays. You will receive an email and/or text message with tracking details once your order has been dispatched. The transit time for metros is typically 2-3 working days; other locations could take up to 5 working days.

If you need to change or add something on your order, we request you to check the order status. If the order has not been dispatched, you may cancel it and place a new order with all the items that you want. Alternatively, you can contact us at info@orchardtoys.in or +91 75063 37406. If your order has not been dispatched, we will make the change or cancel the order. If, however, your order has been processed, we will unlikely be able to make the change.

Unfortunately, this will not be possible, as courier companies do not permit these requests. Please ensure that the shipping address is correctly entered at the time of placing the order.

Unfortunately, due to logistical and operational reasons, we ship all items from one order to one shipping address only. In order to ship items to different addresses, we request you to purchase items in separate orders.

For shipping within India, you will have to pay Goods and Service Tax (GST). GST is calculated automatically by the system, and is included in the price of an item as displayed on our website. 

Don’t worry, we can help! We offer a Misplaced Pieces Service, where we offer up to three misplaced pieces free of charge. Plus additional misplaced pieces over three are charged at Rs. 100 each. Please note a postage and packaging charge of Rs. 100 is applied to every order. Just click here to find out more.

Please accept our apologies for the missing item in your new Orchard Toys product. All of our games are packed by hand and despite our best efforts, there are occasions when a piece is missed by our packing teams. We will of course replace your missing pieces for free. Please head to our Missing Pieces page for more information and to fill in our contact form. Once we have received the form, we will send you your new pieces immediately.

The instructions for all our current games and a selection of discontinued games can be found to download as PDFs on our website product pages and also on our Lost Instructions Page.

If you cannot find the instructions you need, please email us at info@orchardtoys.in or send us a message on our Facebook or Instragram page and we will be happy to send you them.

Orchard Toys accepts Cash on Delivery, all major Debit and Credit Cards, Online Net Banking, Offline Bank Transfer, PayTM and PayPal. 

As soon as you place an order with us and make a payment, you will receive a Confirmation Email with an Order Number, to the email address entered at the time of the order. Your payment will be deducted immediately, as we need to receive full payment in order to process the order. In the rare event that any of the items you have ordered is not available, you will be contacted with 24-48 hours regarding the cancellation. We will refund the amount charged for unavailable items.

Please ensure that you click “PLACE MY ORDER” only one time to avoid multiple authorizations. If you have clicked only one time, rest assured that you were only charged once. If you have just placed your order, what you are seeing on your bank account/email/text message, is an authorization message. This is common banking practice for handling Credit Card transactions, to ensure sufficient funds and account authenticity. This authorization will clear depending on your bank, typically within 48-72 hours. 

Orchard Toys does not accept returns or make exchanges unless the product is damaged from our end. Please refer to the Shipping and Returns Policy for more details.

In the event that a product reaches you damaged, please email us at info@orchardtoys.in within 24 hours of receiving your order along with images of the damaged product and we will help replace the product or provide store credit for the same.

Yes! At Orchard Toys, your personal online security is important to us. Please be assured that your personal information is kept private and confidential and at no point will be rent or sell this. Please refer to our Privacy Policy in full to understand this better.

No! A cookie is a piece of information that is stored on your computer’s hard drive by your web browser, which tracks your movement within websites. We use cookies to keep track of how often you visit our website, the contents of your shopping bag, previous purchases and to deliver contents specific to your interests. Please refer to our Privacy Policy in full to understand this better.