FAQ
ORDINOLO is an online toy store serving customers in the United Kingdom. Our collection focuses on toys selected for play, creativity, learning, and everyday enjoyment.
Where does ORDINOLO operate?
ORDINOLO operates online and serves customers throughout the United Kingdom.
How can I contact ORDINOLO?
You can contact our customer service team by:
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Email: support@ordinolo.com
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Phone: +44 7446 385540
Our customer service hours are:
Monday–Friday: 09:00–18:00 London Time
We are closed on Saturdays and Sundays.
ORDERS
How do I place an order?
Choose the product you want, select the appropriate available options such as size or colour, add the item to your cart, and proceed through checkout.
Follow the payment instructions to complete your purchase.
Will I receive an order confirmation?
Yes. Once your order has been successfully submitted and payment has been processed, you should receive an order confirmation by email.
If you do not receive one, please contact customer service.
Can I change my order after placing it?
Please contact us as soon as possible if you need to change an order.
We will make reasonable efforts to help, but changes may not be possible once an order has entered processing or shipment.
Can I cancel my order?
Contact us as soon as possible if you want to cancel an order.
Whether an order can be cancelled may depend on its processing and shipment status. Applicable statutory cancellation rights continue to apply where relevant.
SHIPPING
Is shipping free?
Yes. ORDINOLO currently offers free standard shipping on eligible orders.
How long does handling take?
Our standard handling time is:
1–2 business days.
How long does delivery take?
Standard delivery generally takes:
4–7 business days.
The overall estimated timeframe, including handling, is approximately:
5–9 business days, depending on the destination city and circumstances.
Is delivery time guaranteed?
No. Delivery times are estimates rather than guaranteed delivery dates.
Courier operations, holidays, weather, seasonal demand, and other circumstances may affect delivery.
Do all UK cities have the same delivery time?
Not necessarily. Delivery times can vary depending on the destination and local delivery conditions.
What should I do if my order is late?
If your order has exceeded the expected delivery timeframe, contact:
Please include your order number so we can investigate.
What if my tracking says delivered but I haven't received the package?
First check your safe delivery locations, neighbours, household members, building reception, and any courier delivery notifications.
If you still cannot locate the package, contact us and we will assist where possible.
RETURNS & REFUNDS
Do you offer returns?
Yes. ORDINOLO offers a 30-day return period for eligible purchases.
How much does a return cost?
Eligible returns are offered at no cost.
Please contact us before sending a product back so we can provide the appropriate return instructions.
How long do I have to return an item?
You generally have 30 days from delivery to contact us regarding an eligible return.
What condition does an item need to be in?
Returned products should generally be:
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Unworn
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Unused
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Undamaged
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Clean
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In their original condition
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With original tags where applicable
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With original packaging where reasonably possible
What if I received a damaged product?
Contact us at:
Please provide your order number and photographs showing the issue where possible.
We will review the situation and help determine the appropriate solution.
What if I received the wrong item?
Contact us as soon as possible with your order number and details of the item received.
We will investigate the issue and assist with an appropriate resolution.
How long does a refund take?
Our refund processing period is generally:
Up to 7 days after the refund has been approved and processed.
The time for funds to appear in your account can also depend on your financial institution or payment provider.
Where will my refund be sent?
Approved refunds are generally returned to the original payment method used for the purchase.
PAYMENTS
What payment method do you accept?
ORDINOLO accepts payments securely through Shopify Payments at checkout.
Available payment methods may vary depending on your location and the options presented during checkout.
Is payment secure?
Payments are processed securely through Shopify Payments. Payment information is handled through Shopify's secure payment infrastructure.
ORDINOLO does not ask customers to provide their full payment details directly to us by email or phone.
What should I do if my payment fails?
If your payment is declined or fails during checkout, please check that your payment details are correct and that your payment method is active and available for online purchases.
You can also try another available payment method at checkout.
If you continue to experience problems, contact our customer service team.
CUSTOMER SERVICE
When is customer service available?
Our customer service hours are:
Monday–Friday: 09:00–18:00 London Time
Saturday–Sunday: Closed
How can I contact customer service?
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Email: support@ordinolo.com
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Phone: +44 7446 385540
For order-related questions, please include your order number so we can assist you more efficiently.
RETURNS ADDRESS
Where are returns sent?
Our UK shipping and returns address is:
ORDINOLO
104 Heathfield Rd
Handsworth, Birmingham B19 1HJ
United Kingdom
Please contact us before sending a return so that we can provide the correct instructions.
STILL HAVE QUESTIONS?
If you cannot find the answer you are looking for, our customer service team will be happy to assist.
Email: support@ordinolo.com
Phone: +44 7446 385540
Monday–Friday: 09:00–18:00 London Time