Shipping policy
Packaging
Most orders are packed on site by Rexalpha. We choose packaging that protects your items during transit, including tissue paper, paper cushioning, kraft paper, cardboard boxes and plastic protective packaging where needed.
Clothing packed by Rexalpha is placed in a protective plastic bag to help keep it clean and dry. Where additional protection is needed, boxes may be wrapped in black protective film to help prevent water damage and maintain their integrity.
Some products, including our footwear, are made and dispatched directly by a trusted production partner. Packaging for these products may differ from the packaging described above.
We avoid unnecessary packaging and use recyclable or reused materials where practical. Most of our cardboard boxes are purchased specifically for shipping, but we may reuse suitable boxes and packaging that are clean, sturdy and in good condition.
Items dispatched directly by Rexalpha are shipped in plain, discreet outer packaging with no Rexalpha branding. Partner-fulfilled products may display the production partner’s return details or other information required for delivery and customs clearance.
International customs paperwork may identify Rexalpha, OBP Creations Ltd, our production partner or the relevant return sender, and accurately describe the parcel’s contents.
Labelling and customs
UK shipping labels display the recipient’s delivery details, along with any information required by the carrier.
International parcels include the customs declarations and commercial documentation required for their destination. These may show our registered company name, the contents and their value. Product descriptions must accurately describe the goods for customs purposes.
Any import duties, taxes or customs clearance charges payable in the destination country are the recipient’s responsibility and are not included in our shipping charges.
Dispatch and delivery
Dispatch means the handover of your parcel to the postal service or courier. Delivery means the arrival of your parcel at the delivery address. Dispatch times are separate from the carrier’s delivery times.
Ready-made toys and in-stock items
Orders placed before 1 pm UK time on a working day are normally dispatched the same day. Orders placed after this time, at weekends or on UK bank holidays are normally dispatched on the next working day.
Custom toys
Custom toys are made to your specifications and are normally dispatched within two working days of ordering.
During particularly busy periods, production may take longer. When this happens, we display an announcement at the top of our website showing the current production time.
Orders containing both custom and in-stock items are dispatched together once the custom items are ready.
Order processing
Orders are processed in the order they are received. We do not offer priority production or queue-jumping. Ready-made items may dispatch sooner because they do not require manufacturing.
Working days are Monday to Friday, excluding UK bank holidays. Dispatch estimates are a guide rather than a guaranteed delivery date.
Split deliveries and partner-fulfilled products
Some products, including our footwear, are made and dispatched separately by a production partner.
If your order contains footwear together with other Rexalpha products, it will be delivered in more than one parcel. The parcels may be dispatched from different locations, use different carriers and arrive on different days. Separate tracking information will be provided where available.
This does not mean that part of your order is missing or has been forgotten.
