FAQ

  • Returns and Exchange policy

  • Our toys are guaranteed against defects of workmanship. However, please note, that as these are handcrafted toys, there will be minor irregularities. If you have any questions or concerns, please contact us.

  • How do I care for my products?

  • Our beautifully handcrafted wooden toys are made from the best quality solid wood. It has a smooth finish and is safe for little hands to play with. Our toys are handmade and will naturally have variations and small imperfections. We think it only adds to the charm and makes each product unique.

    For cleaning and care please wipe it with a damp cloth and air dry. Suitable for children over 3 years of age. Adult supervision is recommended when the child is playing with the toys.

    If you have any questions about caring for a specific item, feel free to contact us at connect@birchandbug.com, and our team will be happy to assist you.

  • When will an item be back in stock?

  • We strive to restock popular items as quickly as possible, but availability can vary. To get updates on restocks, follow us on social media. You can also contact us at connect@birchandbug.com for more information on specific products.

  • Can I cancel or make changes to an order I placed?

  • Our in-house warehouse team processes orders promptly, making it challenging to modify orders once placed. Intercepting orders for cancellations, changes, or merging for combined shipping may not be possible. Shipping fees are non-refundable. Unwanted items can be returned following our Returns FAQs for a refund. For further assistance, please contact us at connect@birchandbug.com or during our opening hours.

  • Can I place an order over the phone?

  • Currently, we do not accept phone orders. You can easily place orders through our secure online platform for a seamless shopping experience.

  • When will my order ship?

  • We aim to process and ship orders promptly. However we take 7-10 business days to dispatch orders. You will receive a confirmation email with tracking information once your order has been shipped. Shipping times may vary depending on your location and the shipping method selected.

  • When will my order be delivered?

  • Delivery times may vary based on your location and the shipping method chosen during checkout. You can track the status of your order using the provided tracking information.

  • Do you offer free shipping?

  • We occasionally offer free shipping promotions. Keep an eye on our website for any ongoing free shipping offers.

  • Do you offer expedited shipping?

  • Currently , we don’t offer expedited shipping.

  • Will I receive tracking info?

  • Yes, you will receive a confirmation email with tracking information once your order has been shipped. This will allow you to track your order's progress and estimated delivery date.

  • What is your return policy?

  • Our return policy can be found in detail on our Returns page. We accept returns within 7 days of purchase, subject to certain conditions.

  • How do I make a return?

  • To initiate a return, please follow the instructions provided on our Returns page. If you have any questions or encounter any issues, contact our support team for assistance.

  • Who pays for return shipping?

  • Return shipping costs are generally the responsibility of the customer, unless the return is due to a mistake on our part or a defective product. Please review our return policy for more information.

  • How and when will I be refunded?

  • Refunds are typically processed once we receive and inspect the returned items. The refund will be issued using the original payment method, and the timing may vary depending on your bank or payment provider.

  • What happens if I receive damaged, missing, or incorrect items?

  • If you receive damaged, missing, or incorrect items, please contact us immediately. We will work to resolve the issue and provide you with further instructions on returning or replacing the items.

  • Can I exchange an item?

  • We do offer exchanges for eligible items. Please refer to our exchange policy for details and contact our support team to initiate an exchange.