Help and Support Centre

Below we have collated helpful information. If you still can’t find what you’re looking for, please don’t hesitate to call us on 01702 804198 or via our contact page.

 

Frequently Asked Questions

Ordering and Payments

Can I order by telephone or email?

If you’re a school or nursery we’re more than happy to send you a personalized invoice. Having trouble ordering online? Contact customer services and we will endeavour to assist you.

Do I receive an order confirmation?

Upon completing the online order process, you will receive confirmation of payment via email. Once processed our team will notify you of available delivery dates.

Can my billing address and delivery address be different?

Yes. When ordering online your billing address must match the address registered with your payment method.

Can I make changes to my order?

Unfortunately, you aren’t personally able to amend your order. Please contact our customer services team as soon as possible to see if there’s anything we can do to help.

What payment methods does Sovereign Early Years Collection offer?

Complete details can be found on our payment methods page.

When will my credit card be charged?

Online payment methods will be charged immediately as a part of the checkout process.

Can the payment method be changed at short notice?

We handle this on a case-by-case basis. Please contact our customer services team to see if there’s anything we can do to help.

Is my data secure during the checkout process?

We use Sage Pay for our online payments, which allows us to be PCI DSS compliant. We also utilize industry standard practices, like SSL certificates to encrypt and secure your communications with our website.

I have a voucher code; how can I use it?

You may apply vouchers directly to your shopping cart. The Apply Discount Code form can be found beneath the products in your cart.

Shipping and Delivery

How are Sovereign Early Years Collection products delivered, and how are they packaged?

We deliver our products our with own vehicles and will attempt to place it where you want it on site. Any packaging will be taken away with us, unless requested otherwise.

Will products be delivered together, in the case of an order containing multiple items?

We endeavour to deliver all products in a single shipment.

Can I alter the delivery date/time at short notice?

We will always phone ahead to confirm a mutually beneficial delivery date. If circumstances change, please contact our customer services team.

Does Sovereign offer express delivery?

All of our deliveries feature our 15-working-day manufacture and delivery timescales and our white-glove service as standard. Stock items may be subject to even faster delivery. Please see our delivery terms page.

Does Sovereign Early Years Collection delivery abroad? Are there surcharges for remote or island deliveries?

Our standard delivery services only extend to mainland England, Wales and parts of Scotland. Outside of these areas? Please contact us for a custom quote.

What are the shipping costs?

Free shipping on as standard for all order to mainland England, Wales and parts of Scotland. Outside of these areas? Please contact us for a custom quote.

Where can I see the status of my order?

Due to the bespoke nature of our delivery service, we are unable to offer online tracking at this time. We will always keep you informed on the status of your order and confirm a delivery date.

Returns

How can I send back an item?

At the Sovereign Early Years Collection, we want you to be delighted every time you shop with us. Occasionally, though, we know you may want to return items. Please see our returns and refund policy for details.

Will I receive confirmation that my returned item has been received?

We will arrange a convenient date with you for the item(s) to be collected and returned. Once the item(s) have been returned back to us and inspected; we will either issue you with a replacement items(s) or credit your invoice account or refund the card that was originally used to place and which paid for the order.

Products

Can these items only be purchased online?

You can purchase these products online via the sovereignearlyyears.co.uk website, through Sovereign Design Play Systems or through an approved reseller.

Do any Sovereign Early Years Collection products require installation into surfacing?

All equipment on Sovereign Early Years Collection is completely freestanding and is designed to be moved by two healthy adults. Some equipment may require assembly on site, which as an addon can be done by our expert installations team. 

Where can I find the technical data of your products?

All product information can be found in the description section on each product page. Still can’t find what you’re looking for? Contact our team today.

Warranty and Maintenance

What warranties does the Sovereign Early Years Collection offer?

A ten-year warranty on our timber. Business customers (schools/nurseries) can benefit from our extended twenty-year warranty on Sovereign timber.

All warranties exclude normal wear and tear, improper use and deliberate, accidental and cosmetic damage. During the warranty period, we will repair the faulty component, or replace the faulty part with a new component at our sole discretion. Components replaced or repaired during the warranty period will carry the unexpired portion of the original warranty.

When does the guarantee period begin?

You are responsible for the item(s) upon completion of delivery.

When can I no longer claim a warranty?

All Sovereign equipment must undergo regular inspection and routine maintenance in accordance to Sovereign’s Operation and Maintenance Manual, which can be obtained at no extra cost on request or downloaded from the Sovereign website at www.sovereignplayequipment.co.uk