Character Options Ltd,
Lees Brook Mill,
Customer service team
+44 (0) 161 633 9808
Q) What is the last day I can place my order for pre-christmas delivery ?
Q) How do I remove non-replaceable batteries from a product.
A) Click Here
Q) How much is postage and packaging on internet orders.
A) Postage for an order on our website is £4.99 (UK orders) UK orders over £25 qualify for free delivery.
Q) Can I order outside the UK?
A) We do offer international shipping. The cost of delivery is dependant on the size and weight of your order, and is calculated during the checkout process (there are some exceptions to this rule and you will be contacted prior to dispatch). If you are ordering from Brazil, please e mail your order reference number with a CPF Number. Some Items may be too large for International deliveries.
Q) Who is our authorised EU Representative after Brexit?
A) EU Representative contact: [email protected]
Q) How long does delivery take?
A) We use Royal Mail to send out all UK orders. We currently quote 3-4 working days from dispatch for delivery (excluding Christmas and Bank Holidays). International orders will take longer dependent on the delivery country.
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 Internet department on 0161 633 9808 who will be able to check your details and help regain access to your account.
Q) Do you have a returns procedure?
A) Yes. If you have received your order, In accordance with The Consumer Contracts (Information, Cancellation & Additional Charges) Regulations 2013, you can cancel your order up to 14 days after you have received it, any postage costs would be at the cost of the consumer.
If you have a problem with your order (ie, faulty product) you can also return your order to us.
To return an order, please send to our address below together with your full name/address and order reference:
Internet Returns Department
Character Options Limited
Lees Brook Mill
We accept the following cards for payment: Mastercard, Switch, Maestro and Visa. All debit and credit cards are processed for you by Character Online through Paypal.
Character Options Limited.
Q) How do I get a copy of an instruction manual for my product ?
A) If an instruction manual is available for a product, it can be downloadable on that products webpage (manual Icon is shown under the product image). Alternatively, please email our customer services team who will send you a copy.
Q) Where can I buy a Character Options product?
Q) I have an idea for a new product. Do Character Options accept outside submission ideas ?
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 organisations 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.
Also please clink on the link BTHA
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 - Thurs 9am - 5pm and Fri 9am- 2.30pm
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) 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.
Citizens Advice Consumer helpline - 08454-04-05-06
If the item was purchased direct from us, please use the returns procedure detailed above.
Q) I would like to approach Character Options for a Charity Event Donation how do I go about doing this?
A) Please e mail or write into us providing full registered charity number and specific event details together with full contact address and telephone numbers and we will respond as soon as possible.
Q) I am outside the UK and have a problem with a missing part/faulty item what do I do.
A) Character Options Limited are the UK Distributor. Unfortunately we do not offer aftersales outside the UK.
If you have had a problem with a missing part or faulty item, it is advisable to contact the seller/retailer for further assistance.
Q) Do you have a catalogue of your products?
A) We do not produce a catalogue. Most of our range is avaialble to view on our website HERE
Q) I would like to open a Trade Account with Character Options Limited.
A) Please contact our sales office on 0161 633 9800.
Slime Toys Safety 14-12-2018
Following the recent release of a Which? Report that questions the safety of some slime toy products Character Options Limited would like to assure customers of the safety of its slime toy brands Cra-Z-Slimy Creations® and Elasti Plasti™.
“Children love to play with slime, and as a company we can wholly recommend the products that we supply as fun, creative and also SAFE.”
“We can confirm that all our products that include slime have passed all required safety tests. These include: Cra-Z-Slimy Creations®: Slimy Fun Kit, Silly Slimy Fun Kit, Chalkboard Slime, Slime Squish Ball Maker, the award-winning Super Slime Studio, Pre-made Slime tubs and Cra-Z-Slimy retailer exclusives, Scooby Doo: Goo Pods and Monsters of Terror Towerand also Elasti Plasti™.
“Safety is of the highest priority to Character Options and our recommendation is to purchase a brand that you can trust and to do so from a reputable retailer.”
Should you wish to receive further information about the brands supplied by Character Options please do not hesitate to call the Customer Service Team on 0161 633 9808 or visit online at www.character-online.com.
Q) How do I remove slime/goo/putty substances from clothing/upholstery?
A) Slime/goo/putty may get sticky when it becomes warm or has been left in direct sunlight. When it stays on clothing or upholstery, simply let it dry out, brush away with a firm brush and wash away the remaining residues with warm soapy water.
Q) What do I do if the liquid from inside a Mashem toy gets onto skin?
A) Wash the skin lightly with clean water. If the liquid gets into the eye, rinse with fresh water. If any allergic reaction appears please seek medical advice.
Q) What if I have swallowed the Mashems Liquid?
A) Be assured that the liquid has been assessed for its safety even if consumed. The liquid consists mainly of water with a little preservative. There is no fragrance added. In the unlikely event that a child accesses and ingests some or all of the liquid please seek medical advice as some children may exhibit a previously unknown allergic reaction to preservatives. Take the toy and packaging with you. There is a contact number for our Customer Services Team who will be able to advise the Medical person accordingly.
Q) There is a funny smell when I open the Mashem packaging. Is it ok?
A) The smell will disappear after the toy has left the packaging. There is a small amount of Xylene used in one of the finishing processes which will evaporate after a short period. This is safe.
Q) What is the rubber or plastic part of the Mashems made of?
A) It is made out of a material called TPR, which stands for Thermo Plastic Rubber. This is a non-toxic material which should not cause any irritation to skin. The TPR material does not classify as a rubber allergen.
The Mashems toys comply with all relevant toy safety regulations and testing standards in force in the United Kingdom and European Union.
The liquid inside Mashems is safe for use in toys given foreseeable contact by the skin, eyes, oral cavity or ingestion. This does not mean there may not be a reaction in a small amount of cases such as skin irritation (e.g. as with lemon juice) and that this should not pose any immediate or long term health issues.
Character Options Ltd would always recommend that, as with any contact with a substance that causes a reaction, this is checked by the medical profession.
For information on our Stretch range of products, please select link below :-
Q) The SD card is showing an initial error.
A) Please could we ask that you follow the steps below (as recommended by the manufacturer) :-
1.Turn off the projector.
2.Remove the SD card from the projector.
3.Turn on the projector, wait to see that you receive an Insert Card message 4.Gently insert the SD card into the projector head.
5.Do not use the cards in other units.
If after the above, your SD card is still faulty/damaged, please email your address details to [email protected] for a replacement card to be sent out to you.