Delivery & Shipping

Last updated: 27 July 2026

Little Ones Universe is committed to processing and delivering orders as efficiently and transparently as possible.

This Shipping and Delivery Policy explains where we deliver, how long orders usually take to process, the delivery services available, and what to do if there is a problem with your shipment.

1. Delivery Area

We currently deliver to addresses within the United Kingdom unless a product page, checkout page, or written communication from us states otherwise.

Some locations may be subject to:

Longer delivery times.
Limited delivery services.
Additional courier restrictions.
Different shipping charges.
Product-specific delivery limitations.

These locations may include Northern Ireland, the Scottish Highlands and Islands, the Channel Islands, the Isle of Man, and other remote or offshore areas.

The delivery services available for your address will normally be displayed during checkout.

2. Order Fulfilment Location

Orders are prepared and dispatched through our United Kingdom fulfilment operations or authorised delivery partners.

Where an order contains multiple products, the products may be dispatched separately. In this situation, you may receive more than one parcel and separate delivery notifications.

You will not normally be charged additional shipping fees solely because we dispatch an order in multiple parcels.

3. Order Processing Time

Orders are normally processed within 1–3 business days after payment has been successfully authorised and the order has been accepted.

Business days are Monday to Friday, excluding UK bank and public holidays.

Orders placed during weekends or public holidays will normally begin processing on the next business day.

Order processing may include:

Payment verification.
Fraud and security checks.
Confirmation of product availability.
Order preparation.
Packaging.
Dispatch arrangements.

Processing time is separate from the estimated delivery time.

4. Order Verification

In some circumstances, we may need additional information before an order can be dispatched.

For example, we may contact you to:

Confirm billing or delivery information.
Verify payment details.
Review an unusual transaction.
Correct incomplete address information.
Confirm information required by the courier.

An order may be delayed while we wait for the requested information. Where we cannot complete the required checks, we may cancel the order and refund any payment received.

5. Delivery Options and Charges

The following delivery options may be available for eligible UK orders:

Economy Shipping

Estimated delivery time: 5–8 business days after dispatch
Shipping cost: Free

Standard Shipping

Estimated delivery time: 3–4 business days after dispatch
Shipping cost: £15

Available services may vary depending on:

The delivery address.
Product dimensions or weight.
Product availability.
Courier coverage.
Operational restrictions.

The delivery method, estimated timeframe, and applicable charge shown during checkout will apply to your order.

6. How Delivery Estimates Are Calculated

Estimated delivery times begin when the order is dispatched, not when the order is placed.

For example, an order may require up to three business days for processing before the delivery estimate begins.

Delivery estimates do not usually include:

Weekends.
UK bank or public holidays.
The order-processing period.
Delays caused by incomplete customer information.
Time required for security or payment verification.

All delivery timeframes are estimates unless we have expressly agreed to deliver by a specific date.

7. Delivery Dates

We make reasonable efforts to deliver orders within the timeframe displayed at checkout or otherwise communicated to you.

However, delivery estimates are not guaranteed dates unless we expressly confirm that delivery by a particular date is an essential or agreed term of the order.

Delays may occur because of circumstances such as:

Severe weather.
Transport disruption.
Courier delays.
Industrial action.
Public holidays.
Seasonal demand.
Road closures.
Technical or operational problems.
Events outside our reasonable control.

Where no specific delivery period has been agreed, products will be delivered within the period required by applicable UK consumer law.

UK distance-selling rules generally require goods to be delivered within 30 days unless a different timeframe has been agreed with the customer.

8. Order and Dispatch Confirmation

After placing an order, you should receive an order confirmation at the email address provided during checkout.

An order confirmation acknowledges that we have received your order. It does not necessarily confirm that the order has been dispatched.

When your order leaves our fulfilment facility, we may send a dispatch confirmation containing:

Your order number.
The products dispatched.
The delivery service.
A tracking number, where available.
A tracking link or courier information.

Please check your spam or junk folder if you do not receive an expected email.

9. Tracking Information

Tracking may be available for some or all delivery services.

Where tracking is provided, tracking information may not become active immediately. Couriers may require additional time to scan and update the parcel after collection.

Tracking updates are supplied by the courier and may occasionally:

Appear later than expected.
Remain unchanged while a parcel is moving.
Show an estimated date that is later revised.
Mark a parcel as delivered shortly before physical delivery is completed.

10. Providing an Accurate Delivery Address

You are responsible for providing a complete and accurate delivery address during checkout.

Before submitting an order, please check:

The recipient’s full name.
The building number or house name.
The street name.
The flat, apartment, or unit number.
The town or city.
The postcode.
The telephone number.
Any relevant access instructions.

Little Ones Universe is not responsible for delays caused by incomplete or inaccurate information supplied by the customer, except where we have failed to use information correctly provided to us.

11. Address Changes

We will make reasonable efforts to update the address before dispatch, but we cannot guarantee that a change will be possible once processing or shipping has begun.

For security reasons, a courier may be unable to redirect a parcel after dispatch.

If the parcel cannot be delivered because the customer supplied an incomplete or incorrect address, we may need to wait until it is returned before arranging a refund or re-delivery.

Where permitted by law, reasonable additional costs caused by customer-supplied address errors may be deducted from a refund or charged before re-delivery. This does not affect your rights where the delivery problem was caused by us or our delivery provider.

12. Delivery Instructions and Safe Places

You may be able to provide delivery instructions during checkout or directly through the courier.

Delivery instructions are requests and cannot always be guaranteed.

Where you expressly ask the courier to leave a parcel:

In a nominated safe place.
With a specified neighbour.
At another location chosen by you.

Responsibility for the parcel may be affected once the courier has followed those instructions correctly.

Do not nominate a location that is exposed, insecure, accessible to the public, or unsuitable for the parcel.

13. Delivery to Another Person

A delivery may be completed when the parcel is handed to:

You.
A person present at the delivery address.
A neighbour, where permitted.
A building receptionist or concierge.
Another person or location authorised by you.

Courier records, delivery photographs, signatures, GPS information, or other delivery evidence may be used when investigating a disputed delivery.

14. Failed Delivery Attempts

If nobody is available to receive the parcel, the courier may:

Attempt delivery again.
Leave the parcel in an authorised safe location.
Deliver it to a neighbour.
Take it to a collection point.
Return it to a local depot.
Return it to us after the permitted holding period.

The courier may provide further instructions through a delivery card, text message, email, or tracking page.

You are responsible for collecting or rearranging delivery within the period specified by the courier.

15. Unclaimed, Refused, and Undeliverable Parcels

A parcel may be returned to us where:

Delivery was refused.
The address was incomplete or incorrect.
The recipient could not be located.
Delivery attempts were unsuccessful.
The parcel was not collected within the courier’s holding period.

Once the parcel is returned and inspected, we will contact you or process the appropriate resolution.

Where the failed delivery resulted from information or instructions supplied by the customer, we may deduct reasonable delivery and return costs from the refund where legally permitted.

This does not apply where the delivery failure was caused by Little Ones Universe or its delivery provider.

16. Delayed Deliveries

Before contacting us, please:

Review the tracking information.
Check for courier messages or attempted-delivery notices.
Check with other people at the delivery address.
Check any authorised safe location.
Ask your building receptionist or concierge where applicable.
Confirm that the delivery address on your order is correct.

We will review the available information and, where necessary, contact the courier to open an investigation.

Courier investigations may take time, but we will keep you informed of material updates.

17. Significantly Late Delivery

Where an order is significantly delayed, we will work with you and the courier to determine an appropriate resolution.

Depending on the circumstances and your statutory rights, this may include:

Agreeing to a revised delivery date.
Sending a replacement.
Cancelling the affected order.
Issuing an appropriate refund.

Where delivery by a particular date was agreed as essential, or it was clear before purchase that delivery by that date was essential, additional legal rights may apply if the order is not delivered on time.

18. Lost Parcels

A parcel will not normally be treated as lost until the courier has completed its investigation or the courier’s required investigation period has passed.

If the courier confirms that a parcel has been lost before delivery, we will provide an appropriate remedy. Depending on the circumstances, this may be:

A replacement, subject to availability.
A refund to the original payment method.
Another resolution agreed with you.

You will not be required to bear the loss of a parcel that is lost while it remains under our responsibility or that of a courier selected by us.

19. Parcels Marked as Delivered but Not Received

If tracking shows that your parcel was delivered but you cannot locate it, please contact us promptly.

Before doing so, check:

The delivery address on your confirmation.
All entrances and safe locations.
Other members of the household.
Neighbours.
Reception, concierge, or mailroom areas.
Any delivery photograph or courier instructions.

We may ask you to complete a non-receipt declaration or provide information reasonably required for the courier’s investigation.

We will assess the courier’s evidence and the circumstances before providing a resolution.

20. Damaged Parcels and Products

Inspect the parcel and products as soon as reasonably possible after delivery.

If the packaging or product arrives damaged, contact us promptly and provide:

Your order number.
A description of the damage.
Photographs of the external packaging.
Photographs of the shipping label.
Photographs or videos of the damaged product.
Details of any missing components.

Keep the packaging and damaged product until we confirm what action should be taken.

Depending on the circumstances, we may arrange:

A replacement.
A refund.
A return.
Supply of a missing component.
Another remedy consistent with your statutory rights.

21. Missing or Incorrect Products

Contains an incorrect product.
Is missing a product.
Is missing parts or accessories.
Contains the wrong quantity.

Please retain the packaging and provide photographs where requested.

We will review our fulfilment and delivery records and arrange an appropriate resolution.

22. Orders Containing Multiple Parcels

Products from the same order may arrive separately.

Before reporting an item as missing, check:

Your dispatch confirmation.
Whether more than one tracking number was issued.
The delivery status of each parcel.
Whether part of the order is still being processed.

If all parcels are shown as delivered or the final estimated delivery date has passed, contact us for assistance.

23. Product Availability

All orders are subject to product availability.

If a product becomes unavailable after you place an order, we may:

Contact you with an estimated availability date.
Offer a suitable alternative, subject to your agreement.
Dispatch the available products separately.
Cancel and refund the unavailable product.
Cancel and refund the entire order where appropriate.

We will not substitute a materially different product without your agreement.

24. Pre-Orders and Back-Ordered Products

Products described as pre-order or back order may have different processing and delivery estimates.

Any expected availability or dispatch date is an estimate unless expressly confirmed otherwise.

Where an order contains both available and pre-order products, the entire order may be held until all products are ready, or products may be sent separately.

The applicable arrangement should be displayed on the product page, during checkout, or communicated to you after ordering.

25. Public Holidays and Busy Periods

Processing and delivery may take longer during:

UK bank and public holidays.
Seasonal sales.
Promotional events.
Black Friday and similar high-demand periods.
Christmas and New Year.
Severe weather.
Major courier disruptions.

Order early where delivery is needed for a specific occasion. An estimated delivery date does not become guaranteed merely because the order is intended for a birthday, holiday, or other event unless we expressly agree to that deadline.

26. Risk and Ownership

Where we select the courier, products generally remain at our risk until they are delivered into your physical possession or to a person identified by you to receive them.

Different rules may apply where you independently arrange for a carrier that was not offered or selected by Little Ones Universe.

Ownership of the products may pass only after we have received full payment, but this does not alter the rules governing risk during delivery.

27. Delivery Restrictions

We may be unable to deliver certain products to particular locations because of:

Courier restrictions.
Product dimensions or weight.
Safety requirements.
Legal restrictions.
Manufacturer conditions.
Remote-location limitations.

Where a restriction applies, it may be displayed on the product page or during checkout.

If we discover after ordering that a product cannot be delivered to your address, we will contact you and provide an appropriate refund for the affected product.

28. Events Outside Our Reasonable Control

We are not responsible for delays caused solely by events outside our reasonable control, provided that we take reasonable steps to minimise the effect of the disruption and fulfil our legal obligations.

Such events may include:

Natural disasters.
Extreme weather.
Widespread transport disruption.
Industrial action.
Government restrictions.
Public-health emergencies.
Major network or infrastructure failures.

We will contact affected customers where practical and provide information about revised arrangements.

This section does not remove any statutory right you may have to cancel an order or receive a refund where delivery does not take place within the legally required or agreed period.

29. Your Statutory Rights

This policy does not exclude or restrict any right or remedy available to you under UK consumer law.

Unless another delivery time has been agreed, online orders must generally be delivered without undue delay and within 30 days after the contract is made.

If an order is not delivered within the agreed or legally required timeframe, you may be entitled to:

Require delivery within an additional appropriate period.
Cancel the contract in certain circumstances.
Receive a refund for the affected order.
Exercise other remedies available under consumer law.

The exact remedy depends on the circumstances, including whether delivery by a particular date was essential.

30. Changes to This Policy

We may amend this Shipping and Delivery Policy to reflect changes in:

Delivery services.
Courier arrangements.
Shipping prices.
Delivery areas.
Business operations.
Applicable legal requirements.

The revised version will be published on this page with an updated revision date.

The terms applying to an order will generally be those presented when the order was placed, subject to any mandatory legal rights.

31. Contact Us

For questions about shipping, tracking, delivery delays, missing parcels, or damaged orders, contact:

Little Ones Universe
63–66 Hatton Garden
London EC1N 8LE
United Kingdom

Website: littleonesuniverse.co.uk
Email: contact@littleonesuniverse.co.uk
Telephone: +44 20 8829 9526

Business hours:

Monday to Friday: 9:30 AM–5:00 PM
Saturday: 9:00 AM–5:30 PM
Sunday: Closed