Live demo — five different builds
FAQ 1
Live demo of the SF FAQ 1 section — five expertly-customized variations on one page.
Questions from parents
Everything we get asked most often about how the toys are made, tested and mended.
Safety and ages
What do the age labels actually mean?
They're a safety guide, not a skill level. A 3+ label means the toy has passed the small-parts test for children over three — it doesn't mean a four-year-old will find it easy.
Are the paints and finishes non-toxic?
Everything is water-based and certified to EN71-3. The wooden pieces are finished with a beeswax and linseed rub that we mix ourselves.
Do you test for small parts?
Every batch goes through a small-parts cylinder test before it leaves the workshop, and we keep the certificates for six years.
Repairs and spares
My child has lost a piece. Can I get one?
Yes, and it's free for the first five years. Email the toy name and which piece is missing and we'll post a replacement.
Can a broken toy be mended?
Send it back and we'll try. Wooden joints and axles are almost always fixable; we only charge return postage.
Delivery, answered
We deliver Tuesday to Saturday in our own vans, so most of these have a straight answer.
Common questions
How late can I change tomorrow's box?
Up to 10pm the night before. After that it's packed and on a pallet, and we can't get into it without unpacking forty other boxes.
What happens if I'm out when it arrives?
The box is insulated and packed with sheep's wool and ice packs — it holds temperature for about twelve hours. Leave a safe-place note at checkout.
Can I skip a week?
As many as you like, from your account, with no penalty. Some people order fortnightly and skip every other week permanently.
Where does the meat come from?
Four farms, all within sixty miles, all named on the packing slip. If a cut isn't from one of them we tell you before it ships.
Is the packaging recyclable?
The wool liner is compostable, the box is card, and the ice packs are refillable — hand them back to the driver and we reuse them.
Before you book the car in
Straight answers about warranties, courtesy cars and what we will and won't do without asking you first.
Booking a service
Will a service affect my manufacturer warranty?
No. Block Exemption rules mean an independent garage using approved parts keeps your warranty intact, and we stamp the book either way.
Do you have courtesy cars?
Six of them, free, but they book up about ten days ahead. Ask when you book rather than on the day.
Costs
Will you call before doing extra work?
Always. Nothing beyond the quoted service happens without a phone call and your say-so, however small.
Are your parts genuine?
We fit OEM as standard and will quote an aftermarket alternative if you'd rather. The invoice lists part numbers so you can check.
What if it fails the MOT?
You get the report and a quote, and you're free to take it elsewhere. The retest is free within ten working days.
Shade, skin and subscriptions
The four things almost everybody asks before their first order.
How do I know which shade is mine?
Order the shade-finder card for £2 — it's refunded on your first purchase. Swatches beat any screen, ours included.
What if the shade is wrong?
Tell us within thirty days and we'll send the next shade up or down free, even if the first one is half used.
Is any of it tested on animals?
No, and we don't sell in markets that require it. We're Leaping Bunny certified and re-audited every year.
Can I pause my subscription over summer?
Pause it for up to three months from your account. Nothing ships and nothing is charged until you start it again.
The questions IT always asks
Written for the person who has to sign this off, not the person who wants to use it.
Frequently asked
Licences
Can I move a seat between people?
Yes, as often as you like. Seats are named but not locked — reassign from the admin panel and it takes effect immediately.
What happens if we go over our seat count?
Nothing breaks. We invoice the extra seats pro-rata at the end of the month and email you before we do.
Data and exit
Where is our data stored?
In London and Dublin, never outside the UK or EU. Backups are encrypted and kept for thirty-five days.
If we leave, can we take everything with us?
Export the lot as CSV or JSON at any time, no request needed. We delete our copy thirty days after you close the account.