Below is a list of commonly asked questions together with answers. If you cannot find what you are looking for please
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We do not supply free samples of any of the retail products shown on our website. However, as we do not impose a minimum order quantity, you are able to purchase a single product to assess the quality of the item. If you subsequently proceed to purchase a large quantity of the same item, please contact us, as we will refund the cost (excluding postage and packaging) of the single sample product you have purchased against the larger order.
On bespoke gift box and gift bag orders, provision of free samples will be at the manufacturer's discretion. Samples will be chargeable in some cases.
We can supply samples of tissue paper ream colours and wholesale rigid gift boxes.
Our range of products are made from the highest quality materials. In the unlikely event that the products do not meet our customers’ requirements, we offer a ‘no quibble’ returns guarantee. This means that if you are not satisfied with your purchase we will be happy to refund provided that the goods are returned in their original condition and packaging within 7 days of the purchase date. We will refund you the full amount paid, excluding any postage and packaging charges. Please note that we do not refund postage paid for delivery or returns. However, if the return is due to an error on the part of Twinklepeeps.com then we will refund the delivery charge. For more information on our Returns Policy click here.
No, we are a purely Internet based business. Our overheads are lower than a normal retail shop and these savings are passed on to our customers through our competitive pricing structure.
Placing an order with us is very easy. Just browse through the products in our shop and add any items that you wish to buy into the shopping cart. You can see how many items and the value of your order in the top left-hand corner of the screen. Once you have finished shopping, click on the 'Checkout' button and you will be asked for a few details that are necessary for us to complete the order. .
We accept payments by credit and debit card securely via Sage Pay (formerly Protx). Once you have made your payment you will receive two emails. One from Sage Pay confirming that your payment via credit/debit card has been made and also an email from us confirming that we have received your order.
Please note that for any orders with a value of £50.00 or more placed via Sage Pay, you must be registered with the 3D Secure Verified By Visa or Mastercard SecureCode schemes. This is a new fraud prevention measure we have introduced. Unfortunately, if you are not registered for this scheme when attempting to pay for an order of £50.00 or more, it will be rejected. You are able to quickly register when prompted on the Sage Pay pages at the checkout.
- How do I know if my order has been received?
You will be sent an order confirmation as detailed above.
- Do you have a minimum order value?
No, we do not have a minimum order value.
Yes, all payments are 100% secure. Our payment service provider partner is Sage Pay (formerly Protx) who is the largest independent Payment Service Provider in the UK. All transaction information passed between Twinklepeeps and Sage Pay is encrypted using 128-bit SSL (Secure Socket Layer) certificates. Sage Pay is fully approved as a Level 1 compliant provider under the Payment Card Industry Data Security Standard (PCI DSS). This is the highest level of compliance. No cardholder information is ever passed unencrypted and any messages sent to Twinklepeeps from Sage Pay are signed using MD5 hashing to prevent tampering. None of the information passed from Twinklepeeps to Sage Pay can be inspected, used or changed by any third parties attempting to gain access to sensitive information. For further information on Sage Pay click here.
- I don't want to pay online - Do you offer any other payment methods?
For retail orders, our preferred method of payment is via Sage Pay. We will only accept payment by cheque on large orders. However, please note that your order will take longer to process as we will wait for cheque clearance. Orders will not be despatched until cheques have fully cleared. Cheques should be made payable to 'Twinklepeeps'. On larger value wholesale orders our preferred method of payment is BACS.
- What happens if the item I want to purchase is out of stock?
We try to keep stock of all items. However, on the rare occasion that an item is out of stock, this will be indicated within the product description. If you wish, you can email us at
and we will confirm when new stock is due in.
- What happens if I want to return an item?
You can return items within 7 days of receipt. Please refer to our Returns Policy for detailed information on the process.
- If I order large quantities do you offer wholesale prices?
We can offer discounts on orders for larger quantities of our products. Please
for a quotation.
On retail orders we charge a flat rate on Postage and Packaging of £2.25 (including VAT) regardless of the size of the order. For clarity, a retail order is an order which does not include any of the products from within the 'Wholesale Rigid Gift Boxes' section. Orders for Wholesale Rigid Gift Boxes will automatically attract a charge of £9.95 + VAT and will be sent via courier.
If an order contains both Wholesale Rigid Gift Boxes and standard retail items, it will be despatched as two separate packages. Only one delivery charge of £9.95 + VAT will be applied.
- I need my order urgently - What can I do?
Any retail orders placed by 12:00 midday Monday to Friday will be despatched by Royal Mail First Class Recorded* post on the same day. A signature will be required. Please note that this does not guarantee that items will arrive the following day. If you require guaranteed next day delivery on a retail order please select the Royal Mail Special Delivery Next Day option at checkout. We charge a flat rate of £8.00 (including VAT) and Royal Mail guarantee delivery by 1 p.m. the next working day. Please note that orders placed on a Friday are guaranteed for delivery by 1 p.m. on the following Monday. Parcels sent by Royal Mail Special Delivery will require a signature. Retail orders where Royal Mail Special Delivery is requested must be received by midday in order to be despatched the same day and qualify for next working day delivery. Please note that Tissue Paper Reams and Wholesale Rigid Gift Boxes are excluded from the Royal Mail Special Delivery Service as these items are sent by courier.
Orders can be placed via our website at any time.
* Orders of a large monetary value will be sent by 48 hour insured courier delivery service, unless a next day service has been requested and paid for prior to order placement.
Tissue Paper Reams and Wholesale Rigid Gift Boxes are delivered by courier and will require a signature upon delivery.
- Do you deliver internationally?
No, we currently only accept orders from and deliver to customers within the UK.
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