PLEASE NOTE: We are no longer offering a 24hr delivery or first class service. Deliveries may take longer than anticipated due to the Coronavirus crisis. We rely on Royal Mail who estimate 3-7 working days. We appreciate your patience.
We make trips to the post office daily Monday to Friday to minimise waiting time during Lockdown.
How we deliver
We use Royal Mail for small packages and MyHermes for larger items. Our deliveries are usually packed and shipped the same day and should arrive with you within three to five working days but may take longer at busy times. If they don’t, please let us know.
If you placed your order via Down Your High Street, the tracking number provided is for Parcels to Go. Go to www.parcel2go.com and enter the tracking number to see the status of your order.
If any items become out of stock we will usually take them off the website and refund your payment.
However, if there’s been a “rush” and your item becomes out of stock, but we are able to order it in, we will email you with the option to wait, amend or to cancel your order. We often allow customers to pre order new products before they arrive in the store.
All orders are dispatched within 24 hours of being placed via Royal Mail Standard or for heavier items we use MyHermes. Royal Mail estimates that First Class post takes roughly 1 - 2 working days and Second Class takes 3 - 5 working days but please note, these are guidelines and not guaranteed time-windows during the pandemic.
Where's My Order?
Although we try to despatch all orders as quickly as possible, we do ask you to allow extra time at busy periods, especially in the run up to Christmas. However, please do let us know if your order is required for a birthday or any other special occasion - enter this in the special requirements box at checkout - we will do everything we can to meet your requirements.
On receipt of your order we will email you an order acknowledgement (please check your spam box if you don't think you've received it). Then, upon despatch, we will send you a despatch confirmation email providing more precise details about when your order will arrive, together (as appropriate) with tracking details for your order if available.
For larger orders we may also send text or messenger messages giving you more details about your delivery (please enter your mobile number as your phone number).
Depending upon the delivery option you select, we will despatch your order using either a Royal Mail or MyHermes. If you placed your order via Down Your High Street, the tracking number provided is for Parcels to Go. Go to www.parcel2go.com and enter the tracking number to see the status of your order.
Larger orders will require a signature upon delivery. If you are likely to be out when your order is due to be delivered, consider providing an alternative delivery address or enter delivery instructions during checkout to suggest a neighbour as a backup.
Occasionally parcels dispatched using Royal Mail can take longer than expected. The time frames given to us by this service are expected delivery times. We are not able to take any action in regards to delayed/missing parcels until it has been 14 days since dispatch.
Click & Collect in store - Free
You can also use our Click and Collect in-store option if you are local to Brighton, Hove or anywhere is East or West Sussex. All orders should be collected from our retail shop. We will send you more details about how to collect your toy safely. Choose this option at checkout.
Please see our updated COVID statement on delivery estimates during Lockdown.
EU Customers Brexit Update: Please see our delivery charges and important information regarding VAT and import duty.