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Terms & Conditions

Terms and Conditions of Sale

All items are sold subject to availability. We reserve the right to cancel any order prior to dispatch and refund any payment received.

Delivery and Packing

Website prices exclude delivery. The delivery charge is added at the checkout and is based on the approximate total weight of the package, the destination and the delivery method. The delivery charge includes packaging. Orders for multiple items may be split into two or more packages.

We deliver to most countries worldwide. For countries outside the UK, payment of any import duty, charge or tax levied on arrival in the destination country is the responsibility of the purchaser. If goods are returned to us undamaged because these charges have not been paid, we will refund the purchase price of the goods, excluding our original delivery charge and minus any return charges paid by us.

Orders are normally dispatched immediately upon receipt of payment, either the same day or the next available business day. Within the UK most items are delivered within 1-4 business days. For the rest of the world, delivery is normally within 5-14 days. Heavy or bulky items may take longer. International services may require a signature on delivery and may be tracked at www.royalmail.com or the appropriate courier site. Tracking information will be provided by email at the time of dispatch.
For further details please see our Table of Delivery Charges.


Payment is due at the time of purchase (card payments and PayPal) or within 14 days (Bank Transfer). We reserve the right to wait for payment to clear before dispatching goods. We accept the following payment methods:

  • Credit and Debit Cards Card payments are made securely through SellerdeckPay powered by ClearAccept. ClearAccept is certified to the highest level of the Payment Card Industry Data Security Standards (PCI-DSS). In certain circumstances we may need to contact you to perform additional security checks before dispatching your order.
  • PayPal You may pay using your PayPal account. The Tortoys checkout automatically transfers you to PayPal's own website where you can log in and make your payment securely.
  • Bank Transfer If you have chosen this payment method, you will receive an email from Tortoys giving details of how to complete the transaction. All payments must be in GBP (Pounds Sterling) and must be received within 14 days of the order being placed.

No other forms of payment will be accepted without prior agreement. Please DO NOT send cash by post.


A Reservation service is offered free of charge to our customers on a "fair use" basis. Items may be reserved for up to 120 days unless otherwise indicated, subject to availability. Reservations exceeding this period will be cancelled automatically. We reserve the right to cancel a reservation at any time. Customers may cancel a reservation without penalty by emailing us at any time within the 120 day period. Cancelled reservations are not renewable.

Items should be reserved online via the website. Simply add the item(s) to the basket, then proceed through the checkout in the same way as making a purchase, but select 'Please Reserve' as the payment method. The item(s) will immediately appear as SOLD on the website, and shortly afterwards will be moved to your personal Reservations Page. We will email you with a link to this page. Any further items you reserve will be added to your page and you may also go there to pay when you are ready. Delivery charge will be calculated on the total shipping weight of the items.

Reservations may also be requested by email or text message, but these may not be processed immediately and another customer may purchase or reserve the item(s) meanwhile. Online reservations will always take precedence.

Force Majeure

Tortoys shall not be liable for any failure in performing its obligations under these terms and conditions due to circumstances beyond its reasonable control. Such circumstances include, but are not limited to, wars, riots, strikes and acts of God.

Privacy Policy - Summary

Tortoys does not store customers' financial details (including full credit/debit card numbers).
Tortoys does not disclose customers' personal information to third parties other than carriers for delivery purposes. Data collected by this site is used solely to:
a. Take and fulfil customer orders.
b. Inform customers by email, if they request, of Tortoys offers and promotions.

Please see also our full Privacy and Security Policy.

Returns Policy

Any item may be returned within 14 days of delivery for a refund of the purchase price, whatever the reason. If you are returning an item because it is not as described on our website we will also refund the delivery costs. Please contact us before returning anything.

Cancellation Policy

You may cancel all or part of an order at any time prior to dispatch. A full refund will be made immediately we are notified of the cancellation. Once an order has been dispatched, our Returns policy will apply. Tortoys reserves the right to cancel any order prior to dispatch and refund payment in full.