FAQ

Frequently Asked Questions

Q. I am a retailer who wants to stock your products. What should I do?

A. Please contact our sales department. To do this, please call 0161 633 9800 and ask for sales.

Q. I require an instruction manual for my product. What should I do?

A. If a instruction manual is available for a product, it will be downloadable on that products webpage. Alternatively, please email our customer services team who will be able to send you a copy.

Q, Where can I buy a Character Options product?

A. Our products can be purchased on our website, as well as from the retailers listed HERE 

Q. I have an idea for a new product. Does Character Options accept outside submission ideas? How can I present my idea?

A. As you can imagine, we receive many contacts and enquiries about submitting new product ideas. While we appreciate hearing from our customers, we must advise that we do not accept unsolicited submissions for new products. We depend on our employees, other organizations and professional inventors with whom we deal with on a regular basis for such ideas.

A good way of getting products into the toy industry would be to read the Toy and Game Inventor’s Handbook by Levy and Weingartner. This book contains information about how to proceed professionally in the Toy Industry.

Q. My product was missing parts/had defective parts. What should I do?

A. You may send an email requesting the parts you need. When writing, be sure to let us know the following:

Name of Product

When you purchased/received the product

The exact parts required

Alternatively, you can call our Customer Service Team on 0161 633 9808, Mon-Fri 9am-5pm.

Q. I need to order a replacement part for a Character Options product.

A. Please see our spare parts section HERE for a list of the parts we have available to purchase online. Alternatively you can contact our customer services team by EMAIL or telephone to see if the part you require is available.

Q. How much is postage and packaging on internet orders.

A. Postage for order on our website is £4.99. If your order exceeds £25, postage will be free of charge. Please note, this offer is not applicable on orders for delivery outside the UK.

Q. How long does delivery take?

A. We use Royal Mail Track 'n' Trace to send out all UK orders. We currently quote 3-4 days for delivery. The delivery is a tracked service, so you can check the status of your order online.

Q. Where can I find my tracking number?

A. On the day that your order is despatched, your tracking number will be uploaded to your account. Your order can then be tracked at the Royal Mail website. Alternatively, if you email our customer services team with your order number they will be able to provide you with your tracking number. (Please note, a tracking service is only available for UK orders.) 

Q. How do I find a product I am looking for?

A. The easiest way to search for a product would be to use the ‘Search’ box on the left hand side of the webpage screen. Simply type the title of what you are looking for into the box and click ‘search’. The best results are often obtained if you enter just one or two key words from the title of the toy. Searching is not the only way to find what you are looking for – browsing the site is also an option. The main areas of the site are shown in alphabetical order on the left hand side of the homepage – under the title ranges.

Q. I cannot access my Character Options account why has this happened?

A. If you cannot access your account try signing in again, being careful to check your e mail address and password as you type them. If you have forgotten your password, click on the forgotten password box and re-enter a new password. An email will be sent to you with a link to confirm your new password.

If you believe your e mail address and password are correct, please contact our Customer Service Team on 0161 633 9808 who will be able to check your details and help regain access to your account.

Q. Can I order outside the UK?

A. We do offer international shipping. To see international delivery rates, please click here.

Q. Do you have a returns procedure?

A. Yes. If you have received our order, in accordance with the Distance Selling Regulations, you can cancel your order upto 7 days after you have received it. If you have a problem with your order (ie, faulty product) you can also return your order to us.

To return an order, please contact us to obtain a returns number (EMAIL or tel: 0161 633 9808), and send the item back to us, along with the returns form which can be downloaded HERE. The return address is:

 Please note that we can not accept returns without a returns number or form.

Q. I have purchased a faulty/incomplete item. What should I do?

A. If you have purchased the item from a retailer. You will need to contact them, to arrange a refund or replacement, as per the legally binding contract that was entered with them at the time of sale.. A refund or replacement will be issued (provided you have relevant receipt or proof of purchase).

If you require more information on this contract, this can be found below.

Trading Standards Consumer Helpline Number - 08454-04-05-06

http://www.tradingstandards.gov.uk/

http://www.berr.gov.uk/consumers/fact-sheets/page38311.html

If the item was purchased direct from us, please use the returns procedure detailed above.