FAQs

Trade Account
How do I apply for a trade account?

You will need to apply to become a stockist by completing our trade application form and placing an order that is a minimum of £200 net. Your application will be considered at our absolute discretion. Please refer to our Trade Terms and Conditions for guidance. If you need assistance then please contact us

Where am I allowed to sell Lanka Kade products?

Subject to your application being accepted; you will be able to sell Lanka Kade products from your shop address and/or website address registered with your trading account. 

Can I sell Lanka Kade products on my website?

Your website will need to be reviewed by us to check that it complies with our standards for online and website trading as outlined in our Trade Terms and Conditions

Can I sell Lanka Kade products through third party websites?

No we do not allow our products to be sold on third party sites such as Amazon, Ebay, Not on the High Street, Ethical Market, Etsy or similar. 

My business is based outside of the UK. Can I still become a Lanka Kade stockist?

Yes, please complete our trade application form and a member of our team will contact you. 

Ordering
How do I place an order online?

Simply visit our shop by using the navigation bar at the top of this page. View products and easily add them to your basket. When you are ready to place your order, click on the basket icon in the top right corner of the page and follow the instructions through to the checkout. 

Do I need an account to place an order?

No you do not need an account to place an order. However, by creating an account you can store addresses to save time in the future, view your order history and create a wish list. 

How do I create an account?

You will need to place an order then proceed to payment. At this stage you will be asked if you would like to create an account or checkout as a guest. Please select create an account and follow the instructions. If you need assistance then please contact us.

How do I delete my account?

Please contact us so that a member of our team can delete your account. Please note that account deletion is permanent and any details associated with the account cannot be recovered. 

Do I have to place orders through the website?

No, you can also place orders over the phone or by email. Please refer to contact us.

What if the item I want is out of stock?

Stock is updated daily and an estimated date of availability will be shown on the product listing. If an item is out of stock then you will not be able to order it through the website. If you still wish to order the item the please contact us.

Can I change or cancel my order once it has been submitted?

Yes as long as your order has not been despatched. All cancellations or changes to an order must be made promptly via phone to +44 (0)1858 463850. If your order has already been despatched then our returns and refund policy will apply. 

I cannot find the product I want to order.

Try the search bar at the top of the page which responds to a wide range of searches including product type, name, colour and theme. If you still cannot find the product you want then please contact us.

My voucher code is not working . . .

Before you contact us, please note the following: 

  • Voucher codes are case sensitive and should be entered exactly as quoted. 
  • All voucher codes have an expiry date. Please check the voucher code quotation.
  • Some items and services are exempt from voucher codes. Please check the terms of the voucher code. 
Product
How can I find detailed information on a particular product?

Please click on the product and view the product description which will list product dimensions, material of manufacture, age suitability, description and contents. 

Where are the Lanka Kade products made?

All Lanka Kade products are handcrafted in Sri Lanka by skilled artisans. 

Where are the Lanka Kade products designed?

All Lanka Kade products are exclusively designed in house by our UK design team. 

Are Lanka Kade products safe for children?

Yes. All Lanka Kade toys are regularly tested to ensure compliance with EN71 European Toy Safety Directive. You are advised to refer to the individual product specification for age suitability information. Please contact us if you require further information or guidance. 

Are the paints used on Lanka Kade products non-toxic?

Yes. All paints used in Lanka Kade products are regularly tested in the UK to ensure compliance with EN71 Part 3 (European Toy Safety Standard). Please contact us if you require further information or guidance. 

Why is Lanka Kade’s address and / or the product code printed onto the product?

All Lanka Kade toys comply with the EN71 European Toy Safety Standard which stipulates that products must have permanent traceability marks that identify the manufacturer and the product. 

Do Lanka Kade offer manufacturer services?

Yes we are able to offer manufacturer services but do require detailed product artwork and specification before advising if we are able to manufacture the product. Please contact us for more information. 

Delivery
How much does delivery cost?

The following delivery costs apply to our retail website: 

UK mainland
Standard delivery cost of £3.00, free delivery on orders of £40.00 and above. 

Channel Islands, IOM, IOW, NI, RoI, Scottish Islands and the Scottish Highlands
Standard delivery cost of £10.00 per carton

Denmark, France, Monaco and The Netherlands
Standard delivery cost of £12.00 per carton

Austria, Spain and Switzerland
Standard delivery cost of £20.00 per carton

Finland, Norway and Portugal 
Standard delivery cost of £25.00 per carton

Please refer to our Delivery Information page.

We are unable to deliver to countries which are not listed above. 

When will my order be delivered?

Orders for delivery to the UK mainland should be delivered within 3 working days. Delivery outside of the UK mainland varies dependent on location. Please contact us to seek further guidance.

Do you deliver outside of the UK?

Yes but delivery charges and estimated timescales vary dependent on location. Please refer to Delivery Information to seek further guidance. 

How do I know when my order has been shipped?

You will receive an email notification with a tracking number that will allow you to track the progress of your order. 

Do Lanka Kade offer express, timed or weekend delivery?

No we only offer standard delivery. 

Can I collect my order?

Yes you can collect your order but you will need to contact us to arrange an appropriate date and time. 

Payment
What payment methods do you accept?

We accept payment by Maestro, Visa and Mastercard. We endeavour to have all of these payment methods available at all times, but this cannot be guaranteed. Cash and cheque payment is not accepted. 

I have made my payment from a non-GBP bank account. Why is the transaction value on my bank statement different to my invoice?

We only accept payment in GBP (£). If you have made your purchase using a non-GBP bank account then an exchange rate may have been charged by the card processing company (Worldpay). We are not responsible for any price difference caused by this. 

I have made my payment from a non-UK bank account. Why is there an additional charge on my statement?

When you make a purchase using a non-UK bank account your bank may charge an international transaction fee. This is not a charge imposed by Lanka Kade and is outside of our control.

Returns and Refunds
What is your returns policy?

Please refer to Lanka Kade's Returns and Refunds policy. 

How do I return my order?

Please refer to Lanka Kade's Returns and Refunds policy. 

How long do I have to return my order?

You have 28 days to return an order but must provide notice of intention to return an order within 14 days of receipt. Please refer to Lanka Kade's Returns and Refunds policy for further guidelines. 

Will postage costs be reimbursed?

The costs of return postage will be at your expense for unwanted goods. Postage will be reimbursed for faulty goods once the fault is confirmed by us. It is advised that you return all goods using a signed for delivery service and retain proof of postage. We will only be able to refund lost goods if proof of delivery is provided. 

When will I be refunded?

Refunds will be made to you within 14 days of receipt of the returned goods, provided you have followed all of the procedures and time frames set out in our Returns and Refunds policy. 

Can I exchange items for anything else on the site?

We do not offer exchange of goods. If you wish to replace a returned item with another item, then please place a new order. Any new order will be processed independent of returned items and we will endeavour to process the order as quickly as possible. 

I bought a Lanka Kade product from another retailer and it is faulty. Who do I need to contact to resolve this issue?

You will need to contact the retailer that you purchased the product from and are advised to refer to their returns and refund policy. Please do not contact us as we will be unable to help. 

I received a Lanka Kade product as a gift and it is faulty. How do I resolve this issue?

You will need to obtain proof of purchase and then contact the retailer that sold the product. If the retailer is us then our Returns and Refunds policy will apply. If the goods were purchased from another retailer then you will need to contact them. 

Customer Service
What are Lanka Kade's opening hours?

Our office is open 9am - 5pm Monday - Friday (GMT). If you need to contact us outside of these opening hours then please email and we will respond at the earliest convenience.