Help
Questions about the online shop
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1. Customer account and guest access
- Do I have to create an account?
- What are the advantages of a customer account?
- How do I register?
- How can I use the wish list function?
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2. Password
- How do I choose my password?
- What can I do if I have forgotten my password?
Please note: Your password must be between 8 and 20 characters long, at least 1 capital letter, 1 number and 1 special character. Permissible special characters are the following characters: .,-_%# (period, comma, hyphen, underscore, percent, hash).If you have forgotten your password, simply click on "Forgot your password?" when logging into your account. Enter your e-mail address on the "Reset password" page. You will then receive an e-mail with a link to reset your password. Please then enter a new password in the online shop to gain access to your customer account. -
3. Shipping costs and delivery
- What are the shipping costs?
- How can I have it delivered?
The delivery charges to the UK are as follows:
- Orders up to £10.00 delivery cost is £2.95
- Orders above £10.01 delivery cost is £10.00
- Orders to the Channel Islands and the Republic of Ireland are £15.00 per orderOur orders are delivered by UPS and our delivery time is 5 working days. Once the goods have been dispatched you will receive an email with your UPS tracking Number.Deliveries that are too large for a parcel delivery may be delivered to you by a forwarding agent. In such a case, the carrier will contact you beforehand to book in the delivery. -
4. Payment methods
- How can I pay?
You can pay online using the following payment methods: Visa Debit, Visa Credit, Mastercard, American Express or PayPal. -
5. Customer service and complaints
- How can I contact customer service?
You can call our customer service team on 01268 490184 or send an e-mail to info@lechuza.co.uk or click on the contact form on our website.
Alternatively you can write to us at the following address:
Playmobil/LECHUZA UK Ltd
Customer Service Department
Regency House
1 Miles Gray road
Basildon
Essex
SS14 3RW -
6. Cancellation and return of goods
- How can I cancel my order?
- How do I return an item?
You have the right to cancel this contract within 7 days without giving reasons. The right of withdrawal is 7 days from the day on which you or a third party named by you, who is not the carrier, took or has taken possession of the goods.
In order to exercise your right of withdrawal, you must inform our LECHUZA customer service department in writing within 7 days.
Further information on the right of withdrawal and cancellation can be found in the Terms and Conditions.You can return an item to our customer service department. The item must be in its original packaging and unused, the return address will be on the bottom of your invoice. Please make sure that it is packaged sufficiently to avoid damage in transit. A full refund or an exchange will be processed once the item has been received back in our office.
We do not offer a free returns policy so it will be at your own cost to return an item. However, if you would like to call our customer service department we can arrange a collection on your behalf but there will be a charge.
However, if an item was received damaged or faulty we will arrange the collection free of charge.
No, a customer account is not mandatory. You can also send orders via a guest account. To do this, click "Checkout" in your shopping cart and then select "Go to checkout as a guest".With an online customer account, you enjoy many advantages. Registered customers have the possibility to change their customer data (e.g. e-mail address and password) or view completed orders, and saved wish lists as well as manage their addresses in the address book or reminders. You will not be able to do this with a guest account.
You can delete your customer account at any time in the online shop. Simply log into your customer account.Log in conveniently during the ordering process by clicking on "Checkout" and then on "Create account now". Please enter your first name, last name, e-mail address and a secure password (according to the guidelines under point 2). You will need to agree to the Terms and Conditions and the Privacy Policy.You can only use the wish list function as a registered customer with an online shop account. You can then share your personal wish list with a friend by e-mail.