FAQ's
Where do you ship to?
We ship all over the world, simply add your address when checking out and your shipping will be calculated for you.
What is your processing time?
As our items are made in house, they take a little time to design, print and packaged with care.
Our standard processing time is 3-5 working days.
Express is 1-3 working days.
How do I track my order?
When your order is dispatched you will receive an email with your tracking information on.
Delivery info
We pack orders Monday–Friday.
Express (RM Tracked 24): dispatch in 1–2 working days
RM Tracked 48: dispatch in 3–7 working days
Evri Tracked: dispatch in 3–7 working days
Delivery time starts after dispatch. RM Tracked services aim to deliver in their timeframe (not guaranteed).
Returns
How do I return an item?
Please pop us a message with the reason for your return, we always strive for first class customer service and will help to resolve any issues where possible.
When contacting us please include your order number and reason for requesting a return.
Personalised items are none returnable.
How long does it take to process my return?
Providing your item isn't personalised and it's within 30 days we can accept your return.
Once we have your item we will process any exchange or return with 10 working days unless otherwise agreed.
Can I exchange for a different item?
We can sometimes offer this depending on the item you are looking to exchange.
Please email us on orders@stimz.com with your order number to discuss.
Safety and care
AGE, SUPERVISION AND MOUTHING
Most of our products are for ages 3+, however some ranges are recommended for older users - please check the product page before use. Adult supervision is recommended for all users. Not designed for chewing or biting. If the user is likely
to mouth items (this can happen beyond age 3), choose a chew-safe product designed for that purpose and use close supervision.
SMALL PARTS / CHOKING HAZARD
Some items contain small parts or moving parts. Keep away from children under 3 years and pets. Stop using if anything becomes loose, cracked or damaged.
CHECK BEFORE USE
Before use, and from time to time, check for wear, damage, cracks or loosened parts. Discontinue use if anything looks compromised.
INTENDED USE
Designed for gentle fidgeting and sensory play. Please donʼt force parts, over-bend, pull sharply, or use in ways the item isnʼt designed for.
CLEANING AND CARE
Wipe clean with a damp cloth or rinse with water where suitable. Avoid dishwashers and harsh/abrasive cleaners. Allow to fully dry before use.
HEAT AND FULL DETAILS
Keep away from extreme heat and prolonged direct sunlight (e.g. radiators, hot cars, windowsills). Item-specific safety and care information is always available on the product page before purchase.
VAT Relief
HOW DO I APPLY?
Click the green "Eligible for VAT relief" badge on any qualifying product page, or click Apply for VAT relief in your basket. Fill in the short application form (your name, email address, and the eligibility declaration). It takes about a minute.
Do I need to apply on every order?
No. You apply once. After your account is activated, eligible products are zero rated automatically on every order you place while signed in.
Activating your account
After applying, you will receive a confirmation email with a link to activate your account. You must click the link, set a password, and sign in. Until you have activated and signed in, the prices on the website will still show the standard VAT inclusive amount.
I never got the activation email.
Check your spam, junk, and promotions folders. The email comes from our store address with the subject "VAT relief approved". If you still cannot find it after 10 minutes, contact us and we will resend it or activate your account manually.
The relief is not showing in my basket
Try one of the following:
- Refresh the basket page.
- Add another eligible item or change the quantity of any item by 1, then change it back. Either action prompts the basket to recalculate and the relief will appear.
- Sign out and sign back in.
- Make sure you are on the same store you applied for relief on. The relief is per store.
If none of those bring the relief through, contact us with your account email and order details and we will investigate.
The product I want does not have a green badge. Why?
Only products that have been classified as eligible by HMRC's rules carry the green badge. Items not designed for chronically sick or disabled people, or items not for personal or domestic use, cannot be sold with VAT relief.
Some items in my basket are zero rated and some are not.
That is correct. Only items with the green badge can be sold with VAT relief. Other items in the same order will be charged at the standard 20% VAT rate. The basket and checkout will show the relevant lines separately.
Will I see the discount at checkout or in my basket?
Both. The basket shows a per item indicator that the item is zero rated. The checkout summary will show the discount applied to your order total.
Pausing VAT relief for one order
VAT relief is a personal entitlement. If you are buying an eligible product as a gift for someone who does not qualify, or for a purpose outside your original declaration, you should pay full VAT on that order. Pausing lets you do that for a single order without losing your relief on future orders.
How do I pause?
Open your basket and click Edit VAT status, then click Pause VAT relief for this order. The relief is removed from your basket and the full 20% VAT is charged at checkout.
How long does the pause last?
The pause lasts until your current order is paid. As soon as payment completes, your account is automatically restored to VAT relief eligible. Your next order will be zero rated again with no action from you.
Am I eligible?
You are eligible if you are "chronically sick or disabled" for VAT purposes. This means you have a physical or mental impairment with a long term effect on your ability to carry out everyday activities, you have a condition that doctors treat as a chronic sickness (for example diabetes), or you are terminally ill. You can also claim on behalf of a child or person you care for, and registered charities can qualify in certain circumstances.
Is my eligibility checked with HMRC?
We do not share your details with HMRC unless we are required to as part of an audit. Your declaration is a personal statement that you meet HMRC's criteria. It is an offence to make a false declaration.
Will applying for VAT relief affect my benefits or tax?
No. VAT relief is a price adjustment at the point of purchase. It does not register with HMRC against you personally and does not affect any benefits or other taxes you may receive.
I placed an order before applying. Can I get a VAT refund on it?
We can only zero rate orders placed after your account is approved. We do not retroactively refund VAT on past orders.
Can I buy for a child, a person I care for, or a relative who qualifies?
Yes. Apply on your own account but note in the application form that the items are for the person who meets the criteria. The declaration covers purchases made on their behalf.
Can a registered charity claim?
Yes. Charities can claim VAT relief where the conditions are met. Please contact us before placing your first order so we can guide you through the right declaration.
