FAQs
Character-Online FAQ's
Q) How much is postage and packaging on UK internet orders.
A) Postage for an order on our website is £4.99 (UK orders), however UK orders over £20 have free delivery.
Q) Can I order outside the UK?
A) For international delivery prices (all non UK deliveries), the cost of delivery depends on the size and weight of your order. This will be calculated during the checkout process. Some Items may be too large for International deliveries.There is a maxiumum order weight of 2kg for all international orders. If the order is over 2kg, please contact [email protected] for a quote.
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 email address and password are correct, please contact our Customer Services Team 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/incorrect items) please contact our Customer Service Team 0161 633 9808 to discuss further action.
Q) How can I pay for my online order
A) We accept the following cards for payment: Mastercard, Switch, Maestro and Visa via PayPal.
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 downloaded from the product webpage. Alternatively, please email our customer services [email protected] team who will send you a copy.
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) Please send an email requesting the parts you need. When writing, be sure to let us know the following:
- Name of Product
- When and where you purchased 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.
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
http://www.which.co.uk/consumer-rights
https://www.citizensadvice.org.uk/consumer/
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 email or write to 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 and we do not offer replacement products or spare parts 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) I would like to open a Trade Account with Character Options Limited.
A) Please contact our sales office on 0161 633 9800.
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) Is the solution inside the Chill Factor Unit (Inner Cup) safe if accidently consumed.
A) The contents of our Chill Factor range is brine water and would pose no health and safety issues if accidentally swallowed.
All our products comply with EN71 Toy Safety Standards set in Europe and the UK.
Q) What do I do if the liquid from inside a Mash'em 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 Mash'ems 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. The contact number for our Customer Services Team is 0161 633 9808 and we will be able to discuss the ingredients/reaction with the GP/Doctor.
Q) There is a funny smell when I open the Mash'em 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 Mash'ems 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 Mash'ems toys comply with all relevant toy safety regulations and testing standards in force in the United Kingdom and European Union.
The liquid inside Mash'ems 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.
Q) Who is our authorised EU Representative after Brexit?
A) EU Representative contact: [email protected]
Slime
Product Information:
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.
