Help & FAQs

Mulberry Bush Ltd is an established mail order toy company.  We have been selling the types of toys and gifts that parents remember with fondness from their own childhood and that Grandparents will want to buy for their grandchildren since we first started from our spare room back in 1996.  See our About Us page for details (and some photos!).

The best ways to contact us are either to phone us on 01403 790796 or email us ([email protected]).

Alternatively you can write to us at:  Mulberry Bush Ltd, Unit 9 Bramble Hill Farm, Five Oaks Road, Slinfold, Horsham, West Sussex, RH13 0RL

If you need to see a map to see where we are located, or want to see any links to our Social Media pages, please see our full Contact Us page.

We are open Monday to Friday 9am-6pm and Saturday 9am-5pm.  Our phone number is 01403 790796, please phone us if you need any help.  Or please email anytime to [email protected].

If you have an account with us, once you are logged in, you can:

• View or edit your Details
• View or edit your Addresses
• View Previous Orders
• View or delete Back in Stock Notifications
• View or edit Birthday Reminders
• Amend your Password

If you've ordered before as a Guest, your details are not retained on our website.  To place a new order you will need to enter your address details again, as before - or create an account.

If you have an account with us, you can log in here. 

If you have an account but you think you may have forgotten your password, you can reset your password here.  You will be sent a password reset email.  If you can't find your password reset email, please be sure to check your email's Spam or Junk box.

Note that if when you bought from us previously you checked out as a Guest we will not have retained your details.  You now either checkout as a guest again or create an account.

If you wish to Sign or Log Out from your account you can do this from the menu at the top of the screen.  Depending on the type of device you are using, follow the following steps:

Desktop devices, eg PCs, Macs, wider tablets:

• Click on Account at the top of the screen.  The icon looks like this:

• Now click or tap on Sign Out, at the bottom of the list

Phones and most tablets:

• Click or tap on the Menu icon at the top of the screen.  The icon has three horizontal lines and looks like this:

• You will now see a menu of categories or links on the left of your screen.  Scroll down the menu until you see "Account".  Then click/tap on the "Plus" icon next to Account:

• Now click or tap on Sign Out, at the bottom of the list

If you are using a PC or device that other people may also use (eg in a library), we recommend that you log out after you have placed your order.  But note that after a period of inactivity you will automatically be logged out. 

Of course.  We'd be very happy to post you a copy of our current catalogue.  Click here to request a catalogue.

We offer a number of different delivery options:

• Standard Delivery (free* for orders £75 or over and £3.99 for orders under £75) - typically 3 to 5 days, although it may take up to a week, and it will take longer for orders containing personalised items.
• Next Day Delivery* (£6.99) - typically 1 working day
• Name The Day Delivery* (£9.99) - select your delivery day, including Saturday or Sunday delivery
• Express Delivery* (£6.99) - for orders containing personalised items, select this service and we will despatch you order on a Next Day Delivery service just as soon as your items have been personalised.
• Overseas Delivery

*UK mainland only, excludes Highlands & Islands. 

Please see our Postage & Delivery page for full details, conditions and restrictions.

Our deadlines for pre-Christmas delivery will be:

• Standard Delivery: 1pm on 19th December 2024
• Next Day Delivery: 1pm on 20th December 2024

Please note, these deadlines are subject to change.  For full details, please see our Delivery page.

Yes.  If you'd prefer to collect your order from our Warehouse in West Sussex, select Delivery Method of "Collect" during the Checkout process and you will not be charged any P&P.  We will email you when your order is ready for collection.  See our Postage & Delivery page for full details.  For our address and a map of how to find us see our Contact Us page

Yes, we can gift wrap each item in your order, where feasible, for an additional £3 per item.  To select this service, tick the tickbox on the product page, as you add each item to your basket.  Note that our gift wrapping service is not available for some larger or more complicated items, or for product bundles.  

As a default, all orders placed in November and December are wrapped in Christmas wrapping paper, and all orders placed in other months are wrapped using a non-Christmas paper (eg for a birthday).  If you prefer birthday paper in the run up to Christmas or Christmas paper at other times of the year, you can request this in the Special Requirements box on the Basket page. 

If you would like us to include a Gift Message with your gift, this can be done free of charge.  Please tick "Include a Gift Message instead of your Receipt" during Checkout and then include the wording in the Gift Message box.  We automatically remove all pricing information if you request a Gift Message

If you would like us to include a Gift Message with your gift, this can be done free of charge.  Please tick "Include a Gift Message instead of your Receipt" during Checkout and then include the wording in the Gift Message box.  We automatically remove all pricing information from your parcel if you request a Gift Message.

Yes, we sell Gift Vouchers.  If you're stuck for ideas, send a Gift Voucher instead!  Gift Vouchers are emailed directly to the recipient so there is no P&P to pay and it will arrive straightaway.  See our full range of Gift Vouchers here.

With such a large range of toys, gifts & games it can often be hard for you or your children to decide what they might like.  This is where our wishlist helps!  You - or your children - can add items to a wishlist and then email the wishlist to your friends and family.  Items they then buy are automatically removed from your wishlist, helping you avoid receiving duplicate items, and of course ensuring your children get the gifts they really want! 

Add items to your wishlist from any product page and then review and send your wishlist from here.

Some of our products require batteries.  If the items you are buying require batteries, we usually make this clear in the product's product description (on each product page). 

We sell a small selection of the most commonly needed batteries.  View our range of batteries here.

The best way to keep up to date with all our latest offers is to subscribe to our email newsletter.  We promise not to go over the top and send too many emails, but this really is the best way to hear about offers and deals.  

Please subscribe to our email newsletter by scrolling to the bottom of this web page. Enter your name & email address, you can unsubscribe at any time by unticking the email newsletter box in My Account or clicking the Unsubscribe button on any email.  

Take a look also at all our sale offers or bundle deals.

For details about Mulberry Bush sales, new products and all the latest exciting offers, please subscribe to our email newsletter.  You can do this by scrolling to the bottom of this web page. Enter your name & email address.

You can unsubscribe at any time by unticking the email newsletter box in My Account or by clicking the Unsubscribe link on any email newsletter you receive from us. 

We accept payment with the following payment methods:

• Credit or Debit Card (Visa or Mastercard)
• Paypal
• ApplePay
• GooglePay
• Cheque / Postal Order
• BACS (contact us for details)

For full details of the Payment Methods we accept, and for details of where to send your cheque/who to make it payable to, see see our Payment Details page.

Mulberry Bush offers a "No Quibble" Returns policy.  Click to see the full details of our Returns Policy explaining how to return an item.

We understand many items bought in the Autumn are Christmas presents, so we offer an extended returns period after Christmas.  Again, details of this are in our fill returns page. 

Please contact us first if you want to return an item. 

Whilst we and our manufacturers check all the items we send, sometimes things can go wrong.  In the first instance, please do not return the item to us.  Let us help resolve the problem for you.  Please phone or email us as soon as possible and we will advise how we can best help. 

It will help us to help you if you can give us the following information:

• Your name, address, postcode & telephone number
• Your order number
• A detailed explanation of the problem, including photos if possible.

Often we can resolve issues without the need for the original faulty item to be returned.  Please note, we are unable to refund returns postage costs unless we have agreed this with you before you return your item. 

Please see our returns page or our faulty or damages page for further details.

We love hearing your views about the products and service we provide.   See our Customer Service Reviews or read other customers' product reviews on the specific product's page.  All of our customer service and product reviews are genuine - collected and provided to us by independent reviews company reviews.co.uk - you can see the Mulberry Bush store profile page on their website here. 

After your order is despatched you will receive an email from them inviting you to leave a review.  However, if you do have any issues with your order we encourage you to contact us first, before leaving your review.   We want you to be happy with your order so contacting us first is always and the best and fastest way resolve any issues you might have.

We love hearing your views about the products and service we provide.   

Product reviews for all products we sell are collected and provided to us by independent reviews company reviews.co.uk (see the Mulberry Bush store profile page on their website here).  Product reviews can be read on each product's product page, with the summary of review stars (out of 5) shown also on product listings and search results pages. 

Look out too for our "Top Rated" products.  Awarded only to a small number of products, these have the very best quantity+quality of reviews across our range.

After your order is despatched you will receive an email from them inviting you to leave a review.  However, if you do have any issues with your order we encourage you to contact us first, before leaving your review.   We want you to be happy with your order so contacting us first is always and the best and fastest way resolve any issues you might have.

Click to see our Terms & Conditions.

See our Privacy Statement and how we comply with GDPR regulations here: Privacy Statement & GDPR

Yes - rest assured, our website is secure.  When you order through the Mulberry Bush website we comply with the latest Internet Standard encryption technology to protect any personal data that you enter (TLS v1.3).  You will see the padlock sign (or your browser's equivalent) at the top or bottom of your browser window, the first part of our URL will change to https (from http) and (dependent on your browser), the title bar will change colour, when you are in the secure area of our Website.

To be able to take payments online by Credit or Debit Card the Mulberry Bush website has to pass strict PCI DSS security tests, conducted by an outside certification agency, on a quarterly basis.  No payment or payment card details entered in connection with an order are stored on our website, nor in any database.

Cookies used to be just a Friday afternoon treat we'd all look forward to!  Now they also have a meaning in the world of websites.  To find out a bit about these type of cookies, how we use them on our website and the implications of either allowing or not allowing them, please click here. 

If you wish to review and amend your cookie settings on our website, please click to change your cookie settings.

All our toys comply with EU & UK Toy Safety regulations.  Please be reassured that all our toys comply with EN71 European Toy Safety regulations and, where appropriate, carry the CE mark.  Some items contain small parts and are therefore not recommended for children under three (as indicated).  Wherever possible we give age recommendations but please use them as a guide, not in place of your own judgement.  We will never recommend a toy as suitable to an age below the age that it has been safety tested for.

All our wooden toys have non-toxic paints or stains, are lead free, and have passed all required child safety tests.

Please do email or phone us if you have any questions or concerns. 

Most toys on our website are displayed with ages that they are recommended for.  Ages are used as a recommended or suggested guideline only.  For instance, some items are not recommended for under 3s as they contain small parts, but many others might be very suitable for a bright 2 year old.  Importantly, we will never recommend any toy as being suitable for an age below the age that it is safety tested.

We source our range of toys, gifts & games from around the world.  Everything we sell is fully safety checked and certified as complying with the relevant UK legislation.  We only work with reputable suppliers, mainly based in the UK, where many of the products are designed.  Our range is manufactured in a variety of countries from around the world, including Sri Lanka (toys that are also Fair Trade), Indonesia, China, USA, Europe & some from the UK.  It is very difficult to find toys manufactured in the UK, predominantly due to cost and the availability of natural resources.

Mulberry Bush recycle boxes when sending orders and we comply with the WEEE Regulations.  Further details can be found here

If our website doesn't behave as you would expect, the first thing to try is refreshing your web browser (cache) - on a PC you can do this by pressing Ctrl & the F5 keys simultaneously.  See our Browser Guide for more information.  If you're still having problems, please don't hesitate to phone us, we'd be happy to help.

If you've not found the answer to your question in this FAQs list - or if just want some toy buying advice - please do give us a call on 01403 790796 or email us at [email protected].  We'd be delighted to help!

See near the top of this list of FAQs for our opening hours.