Question 1

Where do you deliver?

Accepted Answer

We deliver to any UK address (including Northern Ireland and the British Isles).

Question 2

How much does postage cost?

Accepted Answer

You can choose from standard and premium delivery options.Standard delivery (3-4 business days): £3.49Nominated day delivery: £5.49Standard return (Post Office drop-off): £3.49Home collection Royal Mail: £5.99Home collection DPD nominated day: £11.99Add Delivery Booster (£7.99/month) for free standard delivery and returns plus discounted premium options.

Question 3

How do I return toys?

Accepted Answer

You have three options:1. Drop off at any Post Office branch using the QR code in your account.2. Home Collection via Royal Mail. Book a slot up to a week in advance.3. Home Collection via DPD. Book a slot up to a week in advance.For all three, you can use any box you like - most customers reuse their delivery box.

Question 4

What is Delivery Booster?

Accepted Answer

Delivery Booster is a £7.99/month add-on that gives you unlimited free standard deliveries and returns, plus discounted premium options. You can add it when you sign up via our pricing page, or mid-plan from your account.

Question 5

Can I cancel my subscription any time?

Accepted Answer

Cancellation eligibilityPay monthly:Cancel at any time.Pay half-yearly or yearly:Cancel from 14 days before your next renewal.Cancellation steps1. Mark all your toys as returned in your online account.2. Pop them back to us and keep proof of postage.3. Once we've processed your return we'll email you.4. Cancel your subscription from your 'My Account' page before the next renewal.

Question 6

Can I change my subscription?

Accepted Answer

UpgradeYou can upgrade your plan from your account page at any time. Time remaining on your current plan is deducted from the upgrade price.DowngradePay monthly: downgrade any time. Half-yearly or yearly: downgrade from 14 days before renewal. You'll need to return any toys that take you over the new plan's token allowance first.

Question 7

How do I make a swap?

Accepted Answer

On the day your family has outgrown or shows no interest in a toy, simply hop onto whirli.com and place a return from your account.There's no need to swap all your toys at once, just the unloved ones. We'll instantly return tokens to your account, ready for you to order something else. We'll even ship your new toys before we receive your unwanted ones, so there's no downtime, just playtime.

Question 8

How often can I swap?

Accepted Answer

As often as you like. On the day your family has outgrown or shows no interest in a toy, simply make a swap. There's no need to swap everything at once, just the unloved toys.

Question 9

Do I have to swap everything at once?

Accepted Answer

Not at all. There's no need to swap everything at once, just the unloved toys. The rest of your toy box stays put.

Question 10

Is there a limit on how many swaps I can make?

Accepted Answer

There's no swap limit, even during the introductory period. The more you swap, the better value you get from your subscription.

Question 11

Will I have a gap with no toys while I swap?

Accepted Answer

No. We ship your new toys as soon as you place the return, so your little one isn't left waiting. Just make sure to send the unloved toys back within 14 days.

Question 12

How do tokens work?

Accepted Answer

A Whirli subscription gives you a token allowance, and you can order any of our toys, so long as the Whirli toys in your home are within your allowance.Once you have spent your token allowance you can order something else by returning your unwanted toys. We'll give you back these tokens so you can spend them on something else. We call this a 'swap'.

Question 13

How much are tokens worth?

Accepted Answer

When you sign up to Whirli, you can choose between 4 plans, which come with a token allowance:Small toy box80 TokensMedium toy box120 TokensLarge toy box160 TokensX-Large toy box240 TokensYou use these tokens to order toys. Our toys are priced in tokens, where 1 Whirli token is equivalent to around £1 RRP, so a toy worth £20 brand new would be priced at 20 Whirli tokens.

Question 14

Do I get more tokens each month?

Accepted Answer

No, your token allowance is fixed for the duration of your subscription. You'll need to make a swap (that's code for 'return your unwanted toys') before we return tokens to your account, ready for you to order something else.Our tokens are great value. For example, 80 tokens lets you play with toys worth around £80 RRP at any one time. You can swap these toys whenever you like, and the value of toys you've played with quickly adds up.

Question 15

If I don't spend my tokens do they roll over?

Accepted Answer

We always recommend spending all your tokens so you get the most out of your subscription. Any unspent tokens won't carry over to the next month.If your family has fallen in love with a toy and you want to keep hold of it for a little longer, rest assured you'll never spend more than the RRP value of a toy with Whirli, no matter how long you play with it for. If you have a toy for 12 months, it's yours to keep forever at no extra cost.

Question 16

Why do you have a 3 month introductory period?

Accepted Answer

New subscribers on a pay monthly plan get a reduced token allowance for the first 3 months. We do this to combat theft, but rest assured you'll always play with toys worth more than the cost of your subscription.Month 1: 25% of full token allowanceMonth 2: 50% of full token allowanceMonth 3: 75% of full token allowanceMonth 4 onwards: full token allowancePay three monthly, half-yearly or yearly plans get the full token allowance immediately.

Question 17

What toys can I get through Whirli?

Accepted Answer

We have over 1000 toys for 0 to 8 year olds in our toy library, including all the latest must-haves. You can browse our toy library before you sign up.If there's something you'd love us to stock, email us at hello@whirli.com.

Question 18

What ages are your toys for?

Accepted Answer

We stock toys for babies, toddlers and children up to 8 years of age. You can filter your search by age, type, skill and token value to find the right toy for your family.

Question 19

What if I break or lose a toy?

Accepted Answer

Children usually learn to treat toys well once they understand the toy is going to another child after them, but accidents happen. Fair wear and tear is a given.If we need to replace a toy we'll charge a fee we deem fair, but we'll never charge more than the RRP. Our fee is based on the Residual Value of the toy: if a £30 toy was kept for 6 months, you'd be charged 6/12 x £30 = £15. More info in our Ts & Cs.

Question 20

What if I want to keep a toy forever?

Accepted Answer

If you've had a toy at home for 12 months, it's yours to keep forever, at no extra cost. Hooray!Or at any point in your subscription you can buy a toy for less than retail price. Just go to your Whirli account and tap 'keep toy', and you'll see the cost to keep it.

Question 21

Are your toys clean and safe?

Accepted Answer

Yes, hygiene and safety are really important to us. Every toy is returned to our central facility where it's checked, sterilised and made ready for play. All Whirli toys meet UK and EU safety standards. Find out more.

Question 22

Is Whirli good value for money?

Accepted Answer

It certainly is. For every £10 spent with us, the average customer plays with £40 worth of toys.This is because Whirli subscribers are swapping, not shopping. Any toy that's unloved or outgrown can be swapped for something else, so no money is wasted on unwanted toys collecting dust. With Whirli, you only pay when you play.

Question 23

How can I get great value quickly?

Accepted Answer

By swapping. If you swap 120 tokens worth of toys every month for 6 months, you'll have played with toys worth £720 RRP in that time (6 x 120 tokens).

Question 24

How is value worked out?

Accepted Answer

It's based on our token currency. We price toys in tokens, where 1 Whirli token is equivalent to around £1 RRP. So a toy priced at 20 tokens would have cost £20 RRP brand new.

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