Frequently Asked Questions (F.A.Q's)
Ordering
How do I place an order?
We are an online business and all orders are placed via our website. When you order online you get direct access to our full range of handmade products.
How do I know if my order has been received?
You should receive an order confirmation via email when we have processed your order, and a second email when it is dispatched
Do I need to register?
We ask all our new customers to register as part of placing their order. It is beneficial for you to register your details when placing your first order with us. Registering makes placing future orders a far simpler process. When visiting us again just enter your email address and password and the rest of your details will drop in automatically. You can also sign up to our newsletter for 15% off your next order.
Payments and Security
How do I pay for my order?
We accept all major credit / debit cards.
There is no processing fee for debit or credit card payments.
You may be required to enter a Verified by Visa / Mastercard password in order to confirm payment. If you have a query about this please contact your bank or card issuer.
We also accept PayPal
If you would like to pay via PayPal, simply select PayPal as the payment method on our order form. When you submit the order form, you will be transferred to PayPal to complete your payment.
Is toffeeapplestudios.co.uk secure for online payments?
Buying on-line is proving to be more secure than shopping in traditional stores or over the telephone. We have taken steps to ensure that toffeeapplestudios.co.uk is secure for you. All payment transactions are carried out over an SSL 128-bit encrypted secure connection. We do this using the latest industry standard technology. The padlock symbol (at the bottom of your browser window or to the left of the address bar depending on the browser) confirms this level of encryption. If you click on this, you will see our secure certificate, meaning that your data is visible only to us.
Do you store my payment information?
We deeply value the security and privacy of our customers' sensitive information. Rest assured that all credit card details are automatically and securely transmitted directly to the bank for processing. At Toffee Apple Studios, we adhere to strict data protection protocols, and as such, we do not retain any credit card or other payment details of our esteemed customers. Your trust and peace of mind are paramount to us
Delivery
How much does delivery cost?
For deliveries within the UK, we're pleased to offer complimentary shipping to all addresses.
For international orders, the delivery costs vary depending on the size and destination:
- Small items such as cards and hanging decorations incur a delivery fee of £3.50.
- International parcels are charged at a fixed rate of £25.00 for the USA, £20.00 for Canada, and £24.00 for Australia and New Zealand.
We continuously strive to provide the best shipping options for our customers. If we secure more favorable shipping rates, we'll promptly refund the difference to you.
If your country isn't listed, please don't hesitate to reach out to us by our contact form. We'll be more than happy to provide you with a personalized delivery quote.
How will Toffee Apple Studios deliver my order?
At Toffee Apple Studios, we utilize the reliable services of Royal Mail to dispatch all orders. Once your order has been posted, you can typically expect delivery within 2 to 5 days. We strive to ensure prompt and efficient delivery of your items, and we're here to assist you every step of the way.
Do you post internationally?
We currently offer shipping to the USA, Canada, Australia and New Zealand. Prices are fixed for the order however once we post the order if we find the delivery price cheaper than you have paid we will refund the difference.
If you have enquiries about a different country please use our contact from and tell us what you are interested in and where you want it to go and we can get you a quote for the order.
What is Toffee Apple Studios returns policy?
Products for Guinea Pigs
What are your Guinea Pig products made from?
At Toffee Apple Studios, we take pride in crafting our items with the utmost care and attention to detail. Here's a breakdown of the materials we use:
- High-quality Anti Pill Polar Fleece: Ensuring coziness and warmth for your guinea pigs.
- Printed cotton fabric: Adorning the outer layer of tunnels, houses, and beds, adding a touch of style to your pets' accessories.
- Robust 9oz Polyester Wadding: Used in our beds to maintain their shape and provide comfort for your furry friends.
- Robust 12oz Polyester Wadding: Incorporated into the structure of our hidey houses for durability and stability.
- Medium density foam: Utilized in our tunnels to maintain their shape while still being flexible for reshaping.
- American Style U-Haul fabric: Featured in our Pee Pads for its natural absorbency, ensuring cleanliness and hygiene for your guinea pig's living space.
- Zorb™: Serving as the core material in our Pee Pads, known for its exceptional absorbent qualities, keeping your pet's environment dry and comfortable.
We meticulously select these materials to guarantee the comfort, safety, and happiness of your beloved guinea pigs.
What is Zorb™?
Zorb™ is a highly absorbent fabric that we use in some of our products at Toffee Apple Studios. It's renowned for its exceptional ability to quickly and efficiently absorb moisture, making it perfect for items like our pee pads and bedding for guinea pigs. This innovative material helps to keep your furry friends dry and comfortable while also being gentle on their delicate skin.
Zorb™ fabric is designed to wick away moisture rapidly, keeping your guinea pigs' environment clean and hygienic. Additionally, it's machine washable, making it easy to maintain and reuse, which is both convenient and eco-friendly.
At Toffee Apple Studios, we are dedicated to providing high-quality products that prioritize the well-being and comfort of your pets, and Zorb™ fabric is just one example of our commitment to excellence.
Are your guinea pig product handmade?
Yes, indeed, all of our guinea pig items are lovingly handmade with care and attention to detail. Each product is crafted with the comfort and happiness of your furry friend in mind. We take great pride in the craftsmanship of our handmade goods, ensuring that they meet our high standards of quality and durability.
Are your guinea pig products safe to put in the washing machine?
Yes, all of our guinea pig items are indeed safe to be washed in the washing machine. To ensure the best results and maintain the quality of your products, we include a handy card with every order. This card provides detailed recommendations on washing procedures to help you achieve optimal results. We also have our guide to washing your items here on our website.
Do you offer custom orders?
While we do not currently offer custom orders, we greatly value your feedback and interest in our products. If there's a specific item you're interested in that we currently do not produce, please don't hesitate to reach out to us through our contact form. Your input is invaluable to us, and we'll certainly consider your suggestion for potential future offerings. We're committed to continuously enhancing our product range to better serve our customers' needs
Products for Humans
Can I personalise a greetings card?
It's absolutely possible! During the checkout process, you'll find a section labelled "special order instructions." Simply provide us with the text you'd like to include and specify your preferred background colour. We will ensure that your greetings card is tailored exactly to your specifications.
Will my Human and Guinea Pig products be sent together?
Yes, indeed! At Toffee Apple Studios, we pride ourselves on efficiency and convenience. As a small business, all our stock is housed in our studio, allowing us to ensure seamless order fulfilment. Rest assured, whether you're ordering items for yourself or your furry friend, all products will be shipped together. This not only simplifies the process for you but also helps minimize shipping costs and environmental impact.
If you can't find the answer to your question here, please feel free to email us at sales@toffeeapplestudios.co.uk, and we will be happy to assist you further.