Frequently Asked Questions
This is where you will find some answers to our most frequently asked questions at our Toy Hospital. Our work is quite unique and therefore comes with quite a few questions in regards to things like soft toy repair and antique doll mending and restoration.
If you’ve been sent a doll or teddy booking form link, here are some FAQs which might provide some useful information!
Why do you have a booking form?
We’ve reached capacity for our toy repairs and restoration at present! We can’t take in any more dolls or teddies at the door or in by post, so we’ve implemented a booking system whereby once we have space, you can send us in your toy. This also means you have less time away from your toys.
The next available slot isn’t for a few months, can I get a repair sooner?
If we do move through our list faster than expected or have cancellations, there’s a chance the lead times may reduce, but currently we are working a few months ahead.
How long will the repairs take?
We will aim to have repairs and restorations completed within a month. If there are any delays in this (for example materials taking a long time to arrive), we’ll be in touch.
My child can’t be parted from their toy for very long. Can you do a fast turnaround?
Get in touch with us, and we’ll do our best to accommodate.
The repair is for a special occasion, but there are no repair slots available before that date. Can you help?
If we don’t have space currently to do the repairs in time for a special occaision, we also offer gift vouchers!
Can I cancel or move my repair slot?
If you don’t want to go ahead with the repair or can’t get your toy to us for their appointment please let us know, so we can offer the slot to someone else. If we’ve already received your toy and you don’t want to go ahead with the repairs offered, we do ask that you either come to collect your toy, or pay for return postage (please note the deposit is non-refundable). If you’d like to move your slot, get in touch and we’ll let you know whether it’s possible.
Can I drop off my toy at the hospital before its booking date?
We prefer to receive all toys for mending at the hospital in the month just prior to when your toy is booked in. If you need to drop in sooner than that (for example you’re visiting Edinburgh and would like to drop off), please contact us to see if we have the space to take it in early.
Something’s come up and I can’t get my toy to you for the right date, what shall I do?
Contact us and we’ll try and help.
Will you contact me before my repair slot to remind me?
Yes, we’ll contact you the month before your toy is booked in, reminding you to send us in your toy. We also recommend making a note for yourself as a reminder to send us your toy at the appropriate time.
What happens after I send you my toy?
We have many new patients arriving every month and we try to let every person know when their toy arrives safely. Including your details with your toy when you send them to us helps the toy nurses check them into the ward quickly. After having their before photo taken they go for a consultation with our expert repairers, who will look them over to confirm the estimate we have given you. Then, you can choose which repair options you would like to go ahead with. Once repairs are confirmed and any materials ordered, your estimate will be converted into an invoice.
When/how do I pay?
Payment is due on receipt of the invoice (around the time we start work on your toy). You can pay online, over the phone or by direct bank transfer. Details for payment will be provided at the same time as your invoice. If you are coming to collect your toy we can also accept cash payments.
How should I package my fragile toy?
For fragile toys especially dolls, we recommend double boxing – putting your doll in a box inside a bigger box. You can pad the doll with all sorts of things, shredded or balled up paper is very good.
Most soft toys do not require the same amount of packaging, as long as they are snugly secure inside a box or posting packet with your details included. For posting within the UK we recommend Royal Mail’s Special Delivery service which is tracked, guaranteed and we would return toys by the same service where possible.