FAQ

Trade

General

Q: I’m a new customer, can I get a trade log in?
A: Sure! Simply visit our home page and select ‘Trade’ > ‘Login / Register’ > Press ‘Request An Account’ > then fill in the form and click ’Send’. One of our team will get back to you.

Q: I’m interested in stocking your products, what do I need to do?
A: Please visit our home page and click on ‘Trade’ > then click ‘Log in / Register’ located on the grey banner > ‘Not Registered?’ then press ‘Request An Account’. Simply fill the form in and one of our team will get back to you.

Q: How can I pay if I don’t have an account?
A: If you are a consumer, you can make a purchase through one of our trusted Retailers. More details of where to find our toys can be located on each product page in the ‘Where to Buy’ section. If you are a trade customer, please access our trade website for more details.

Q: I’m not based in the UK; can I stock your products?
A: Absolutely. Please visit our home page and click on ‘Trade’ > then click ‘Log in / Register’ located on the grey banner > ‘Not Registered?’ then press ‘Request An Account’. Simply fill the form in and one of our team will get back to you.

Q: Why can’t I sign into my account?
A: Please ensure you have the correct log in details, your email address is usually your username and if you have forgotten your password then please click ‘Forgotten your password?’. Then follow the steps on the ‘Recover Your Password’ page and you should be sorted. If you do continue to have problems, please contact UK@casdon.com

Q: Do I need to have an account to be able to place an order?
A: You will need to have a trade account & log in to be able to place your order on our website. We require all new accounts to be established on a proforma basis until a trading relationship is formed. Once we have this, we can open you an account *subject to relevant checks.

Q: How do I create an account?
A: Visit our homepage and select the ‘login / register’ icon located on the grey banner, and then click ‘Request An Account’. Complete the form & one of our team will get back to you.

Q: How can I pay if I do not have a credit account?
A: We like to establish a proforma relationship with all new clients before opening a credit facility. *subject to relevant checks. For trade website transactions you will be able to choose your payment method once you check out, we accept Visa or Mastercard debit and credit cards.

Q: How do I get in touch with the UK Sales Team?
A: Please visit the contact us section located at the top of the home page.

Q: I’d like to close my Casdon account, what do I do?
A: We are sorry to hear this! Please contact us at UK@casdon.com

Q: Can I contact you if I’m not the account holder?
A: When the account is set up, we will need a record of authorised personnel who we can discuss the account with.

Q: Where can I find information on product dimensions?
A: Once you’re logged in to your account, if you visit the product page you would like the dimensions for, they are in a table at the bottom of the page. Simply click on the ‘Trade Data’ tab.

Q: The product I want is out of stock, can you tell me when it’s in stock?
A: If you go to the item product page, there is an option that notifies you of when the item comes back in stock. Simply click on this and input your email address, and you will receive an update when the item is back in stock.

My Account

Q: I’ve forgotten my log in details.
A: No worries. Simply hit ‘Forgotten your password’ on the login / register page and you will be prompted to input your email address. Then click reset password. You will receive an email from us giving a temporary password so you’re able to log in. It is recommended that you change this password once you have logged in.

Q: How do I reset/change my password?
A: Once logged in, if you visit ‘your account’ located on the grey menu bar, there is an option to change your password.

Q: How do you protect my information?
A: The protection of your information is important to us. We have a detailed Privacy Policy available, please read this by visiting https://www.casdon.com/privacy-policy/

Q: How can I make changes to my personal details?
A: Once logged in, if you visit the ‘your account’ section located on the grey menu bar, you can edit your contact details.

Q: How can I make changes to my details on my account?
A: If you are based in the UK or Ireland please email UK@casdon.com For anywhere else email toys@casdon.com and we will direct you to the correct team.

Orders and Delivery

Q: Can I remove items once I have added them to my basket?
A:Absolutely, before you place your order, you can add and remove items from your basket as much as you want! If you click on to your basket, it will open your current order. If you click the ‘X’ it will remove that item from your basket. You also can amend the quantity too

Q: I have placed my order but need to make a change/cancel the order, what should I do?
A: Please contact UK@casdon.com within 24 hours of placing your order so that we can check the status of your order and discuss the amendments with you

Q: I’ve tried to amend the quantity in my basket to 7 but it jumps up to 12?
A: We sell our toys in full carton quantities, details of the carton quantities can be found on each product page. Our products cannot be purchased in single items, this means that if carton quantity is 6 and you add 7 to your basket the system will intuitively know that the next available quantity is 12. You can choose to select any quantity in multiples of each carton quantity to suit your needs

Q: Do you only deliver within the UK?
A: We can offer delivery all over the world, but not from this website. Please contact toys@casdon.com with your enquiry and we will make sure the Territory Sales Manager contacts you

Q: Where is my order?
A: Please get in touch with UK@casdon.com and provide your order number. We will look in to your query and get back to you

Q: Can I track my order?
A: Please email UK@casdon.com if you require tracking information

Q: Will I receive confirmation once my order has shipped?
A: Should you require tracking information please advise this when placing your order. Once shipped we can arrange for the tracking details to be sent to you

Q: What are my delivery options?
A: We offer Standing Shipping which is 5-7 working days from placing your order. You can place forward orders too by selecting your desired delivery date using the calendar at the point of check out

Q: Can I cancel or amend my order after I have placed it?
A: Sure, please get in touch with UK@casdon.com ideally within 24 hours of the order being placed. If your order has already been dispatched, I’m afraid you won’t be able to cancel or amend it. Should you still need to speak to someone, please contact UK@casdon.com to discuss

Q: Is VAT included?
A: VAT is not included on the list price. It is calculated at the end before you check out and will appear itemised before you check out

Q: What should I do if my order isn’t delivered?
A: Please contact UK@casdon.com

Q: There is a problem with my order.
A: We are so sorry to hear this, please get in touch with us UK@casdon.com explaining the problem and one of our team will discuss it with you

Q: I have received a damaged item,
A: We are so sorry to hear this, please send some images and a description of what’s gone wrong to UK@casdon.com

Q: I have received an item that I did not order.
A: We are so sorry to hear this, please get in touch with us at UK@casdon.com detailing a description of the item(s) and quantity received. A team member will get in touch with you to discuss

Q: Something is missing from my order
A: We are so sorry to hear this, please get in touch with us at UK@casdon.com detailing a description of the missing item(s) and quantity and one of our team will discuss it with you

Q: My order is under £250.00; how much is the delivery charge?
A: A £15.00 freight charge will be applied to all UK mainland orders under £249.99. For deliveries to Off Shore Islands and Countries please ask our team for further details by emailing UK@casdon.com

Q: Can I request a specific date for my order to arrive?
A: Absolutely, simply use the calendar when you check out to select your desired date

Q: Are there any limits or restrictions to how much or how little, I can order on the website?
A: There are no restrictions aside from ordering in full carton quantities. If the order is under £250 then carriage charges apply and you will be advised We encourage all customers to use our new trade site regardless of spend amount, so that you can log on and place orders quickly and get confirmation straight away! However, we have found that many customers who place smaller orders, enjoy placing their orders on the trade website and get most benefit When ordering big quantities of a certain item, it’s good to talk about availability and lead-times so when you do have a large quantity enquiry email UK@casdon.com and the team can assist

Q: Do I receive a confirmation email when placing an order online?
A: Yes, you will receive a confirmation email containing details of your order after it is placed

Q: Can I add additional delivery instructions to my order?
A: Absolutely! A free text box is provided at the point of check out

Q: I’ve cancelled my order after paying for it; how soon will my account be credited?
A: When cancelling the order we will check which method of payment has been used for the order

Q: What payment methods are accepted on the website?
A: You can pay using your Casdon Trade Account subject to having an authorised credit facility. Alternatively, you can pay by credit or debit card, using a Visa or Mastercard

Q: Do you offer next day delivery?
A: Unfortunately, a next day delivery service is not something we currently offer

Q: Can I split my order to multiple addresses?
A: You would need to place multiple orders on the website

Q: How are your products packaged?
A: The majority of orders are sent out in full colour retail boxes, in full outer carton quantities, encased in a strong brown box for shipping purposes which is Standard Casdon packaging We send orders with a variety of transport companies so depending on the size of your order it may arrive as loose boxes or boxes secured on a pallet If you have agreed specific packaging with your Casdon Sales Manager, then your order will be despatched as per the agreement For more information please contact UK@casdon.com

Can't find what you're looking for? Contact Us