FAQ
About TOFT subscriptions
When placing a subscription order you are placing an order for the current instalment, signing up for a recurring billing subscription and creating your subscription account to manage your subscription service.
Subscriptions for the next instalment will open 5 days prior to the parcels leaving TOFT HQ. Please see individual subscription descriptions for the payment dates on each subscription. The subscription box will remain a mystery until the box has been shipped.
International buyers are responsible for import customs fees, charges, duties, or any such costs.
To access your subscription, update payment card information, change your delivery address or cancel your subscription simply log in to your account.
Customers are responsible for keeping the information on their account updated and ensuring the information is accurate prior to any payments processing or packages shipping. Should a package be shipped to an incorrect address due to information being out-of-date or incorrect, it is the customer’s responsibility to locate their package.
Collecting subscription parcels from TOFT HQ
If you have selected ‘Collect from TOFT Studio in Warwickshire’ when purchasing your subscription then you are welcome to do so from the working day after you have received an email notification of the label for your parcel being printed. You will receive a reminder notification that your parcel is ready from the team once the latest instalment is revealed. Feel free to call or email us with your ETA if you have time, but you’re also able to turn up without doing so, so long as you have received notification of your parcel being ready.
We’re on site Monday to Friday with a team members here from 7am and we close our gates at 5.30pm. We recommend arriving at HQ between 8am and 4pm if you’re able. Use the address below to find us:
TOFT Studio, Toft Lane, Dunchurch, Warwickshire, CV22 6NR
Come through the main TOFT gates and park your car on the right-hand side next to the field. Then head down the tarmac path - on your right if you’re facing the studio - past the pond and to our dispatch building which is the large U-shaped barn. The entrance is the first door on your right - there’s a sign to let you know you’re in the right place. Ring the door bell and a member of the dispatch team will come to meet you. We just need to know your name and we’ll hand over your latest instalment.
Managing your subscription
It is easy to manage your subscription at anytime! When completing your first order you are: purchasing your first instalment, setting up your regular payments, and creating your subscription account. Your account contains all your order information with options such as: editing your address, updating payment card details, cancelling your subscription. If you have trouble editing your account, please contact us directly.
Auto-renewal
All subscriptions will automatically renew by default.
When will I be charged? when will my parcel be shipped?
Subscriptions recur quarterly (or every 4 months in the case of Doll Club) and you will be charged on the dates detailed on the individual subscription pages. All boxes will ship 5 working days after the payment has cleared. You will receive dispatch notification to the email address on file as soon as it leaves TOFT HQ.
When a subscription is set to renew, our payment system automatically re-bills and charges your card to extend the subscription for another term. If the charge is unsuccessful the subscription is put on pause and you will receive an email asking you to update your payment information.
How will I receive my PDF pattern?
When you've purchased a subscription, you'll soon receive the relevant PDF pattern via e-mail. This PDF pattern will also be uploaded to your 'MyTOFT' area (should you have one). Please be aware that it can take a day or two for the PDF pattern to appear in your MyTOFT area, which is why we supply the PDF e-mail shortly after checkout. Should you pre-order a subscription within a week before it's released you will not receive a PDF pattern via e-mail, but instead have the pattern uploaded to your MyTOFT area on the day of release.
The MyTOFT area can be accessed by visiting www.toftuk.com and signing into your account.
What if I need to cancel my subscription?
We are sad to see you go and hope you will join us again in the future. To cancel, simply log into your account. You will be billed for any boxes already paid for, but your subscription will not renew after that.
Please note subscriptions automatically renew at 12:01am GMT on the day stated in the product description with the payment automatically generating a new shipment. If you do not wish to continue your subscription, you must edit your account prior to the renewal being processed. If a subscription is cancelled after the renewal payment has processed, you will continue to receive any unshipped boxes you’ve already paid for, but you will no longer be billed for any further boxes.
Refunds, returns, exchanges, and cancellations
There are no returns, exchanges, or refunds given on subscriptions unless the product is deemed to be faulty or incorrect. Each box is designed to be a surprise project designed especially by Kerry Lord and the TOFT team for club members to enjoy!
Payments
Our subscriptions site accepts Visa (credit and debit), Mastercard and American Express. We do not accept PayPal at this time. All payments are processed through the payment processor ’Stripe’. The regular subscription payments are managed by ‘Recharge’. Your bank statements and advice will still show ‘TOFT Limited’ as the merchant.