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Frequently Asked Questions
Listed below are the answers to some of the most popular questions about delivery and orders. If you are unable to find an answer to your question here, then please get in touch.
On this page:
Trade (UK & International Resellers)
Caring for Our Products
Q: Are your products guaranteed?
A: Yes! All our resources are guaranteed for five years providing they have been properly cared for. Our stone resources can be used inside and outside in all weathers. Due to its porous nature, we recommend using only water-soluble paint to minimise staining. Our wooden resources should not be submerged in water or used outdoors in wet weather.
Q: How sustainable are your products and packaging?
A: Being environmentally aware and making eco-conscious decisions is part of who we are and inform our product development in many ways. We have been working hard to reduce waste, plastic and our carbon footprint, while increasing the use of sustainably sourced materials:
- All wooden products are FSC® Certified.
- Our product boxes are made from recycled card.
- No plastic is used in our packaging except for shrink-wrapped card products. However, this is being phased out with each new production run and we hope to be plastic-free by the end of 2024.
- All our stone resources are made from a stone composite & resin mix are designed and tested to be durable and long-lasting.
- All our resources are guaranteed for five years providing they have been properly cared for.
Q: How do I clean my Yellow Door Resources?
A: To ensure they last for years to come, care for your resources by following these simple steps or Click here for a quick guide.
Stone and Pebble
Extremely durable, the following cleaning methods are safe to use:
- Soap and water
- Sterilising solution or tablets
- Cleaning wipes or spray.
Wood
- Wipe down regularly with a damp cloth and if desired, a mild spray
- Leave to air-dry thoroughly
- Store in a cool, dry place, away from sunlight
- Do not submerge in water or use in wet weather.
Washable Activity Cards
The following cleaning methods are safe to use on our washable activity cards:
- Soap and water
- Sterilising solution or tablets
- Cleaning wipes or spray
- After cleaning, dry with a cloth
- Store inside
- Do not leave outside in strong sunshine for long periods.
Q: Help! I’ve lost a piece from a set, how do I order a replacement?
A: Should you misplace a component we offer a replacement service to ensure the set remains complete and can continue to be enjoyed. Please contact us with details of the component you have lost along with your proof of purchased and we will endeavour to get a replacement to you.
If you are based outside of the UK, please contact the company from which you bought the products to enquire about replacement parts.
If you bought a product in the UK but have taken it overseas, we are able to arrange a replacement, but please note we can only send this to a UK address.
Q: Are your products safety tested?
A: Day in and day out, our products are tested to the toughest of standards so you can be confident our resources are up to the challenge of any early childhood environment. Our products all pass:
- European Toy Safety Standards EN71
- US Toy Safety Standards ASTM
If you require more information about safety certification, please get in touch.
Apps
Listed below are the answers to some of the most popular questions about our Apps. If you are unable to find an answer to your question here, then please get in touch.
Q: How do I download an App?
A: After you’ve bought a device licence from the Yellow Door website, we will email you with links and instructions to download, install and activate your App.
You can download our Apps via Apple or Google Play stores; however, you will still require a device licence to activate the App.
Please note that our Apps are only available in the UK Google Play and Apple App Store regions of UK, USA & Australia.
Some iPad versions can only be purchased separately via the App Store, click here for more details.
Q: Do I need to pay a subscription fee?
A: No! You pay a one-off device licence fee, which covers general updates. We aim to support Apps for 5 years from the date of download.
Q: What is a device licence?
A: To access and use our multi-platform Apps, you must purchase a licence.
Tablet and desktop technology:
We offer two types of device licences:
- One Device – gives an unlimited number of users access to our Apps on a single Device.
- Six Devices – Our 6-device licence is ideal for group use. This enables you to download and activate an App on up to six devices, which do not have to be the same type (three tablets and three Windows laptops, for example).
Tablet and desktop device licences are available for purchase on our website or by our authorised resellers. If you have any questions regarding which licence you may need, please contact us.
iPad Versions – some of our Apps are no longer included in the multi-platform licence and must be purchase directly via the Apple App Store. Please click here for the full list.
Digital Tables & Large Screen Technology
- Licences can be purchased via our approved resellers. Please contact us for a list of resellers.
The terms of use for each device are subject to our End User Licence Agreement.
Q: Which iPad Versions are no longer included in the multi-platform (Android/Windows/Mac) licence?
A: Due to changes to the App Store guidelines, you can no longer purchase a device licence on Yellow Door for the following iPad Apps.
| Letter Recognition | Letter Formation | Pre-Writing |
| I-Spy Initial Sounds | Initial Sounds Bubbles | Find the Rhyme |
These Apps can be purchased directly on the Apple App Store, however all other iPad Apps function as part of the multi-platform licence.
Q: How do I activate my App?
A: Please follow these steps:
- To activate an App, you must purchase a device licence for the App from our website. An account with a username and password will be created for you at the checkout.
- You will then receive an email with details on how to access your account and the download links needed to install the App on your device(s).
- Once installed on a device, the first time the App is opened, enter your account username and password (created in step 1) to activate it. That’s it! You’re ready to go!
N.B Activation is not required for Apps purchased directly on the Apple App Store – Click here for the list.
Q: Will the Apps work on my device(s)?
A: Our Apps work on the following devices:
- iPads running iOS 11 or later.
- Android tablets running Android 6 (Marshmallow) or later.
- Windows desktops and laptops running Windows 10 or later.
- Apple Mac desktops and laptops running macOS 10.12 (Sierra) or later.
- Interactive whiteboards and large screens connected to a desktop/laptop are supported.
- Please contact us to discuss compatibility for Digital Tables and other devices, such as standalone whiteboards and large screen technology.
The Apps are not available in the Amazon App Store on Kindle Fire devices.
Please contact us if you have a question about your device(s) and compatibility.
Q: Do the Apps work on Digital Tables?
A: Yes! Most of our Apps have enhanced functionality with 2 modes designed specifically for digital tables:
- Horizontal – multi-user format – ideal for group use.
- Vertical – single large screen format.
Please note that our Come Alive Series operates in vertical mode only.
If you would like a device licence for your digital table, please get in touch with your digital table reseller or contact us.
Q: Does a multi-device licence allow me to use an App in more than one setting?
A: No, our multi-device licences are site specific. If you want to use our Apps on a second site, you will need to purchase an additional device licence(s) for this site.
Q: Can I request to be invoiced when purchasing Apps?
A: If you are a school or nursery you can pay by invoice, however, there will be a delay to activate the content while this is authorised. For any queries, please contact us.
Q: Why do I need an account?
A: Your account allows you to activate the Apps for the device licence(s) you have purchased. If you have purchased from us before, you may already have an account that you can use. Your account will also allow you to see how many device activations you have remaining.
Q: I’ve lost my account details how can I find them?
A: If you have forgotten your password, you can reset it. If you have forgotten your username or are not sure which email address is associated with your account, please contact us.
Q: Does my device need to be connected to the Internet?
A: Your device will need to be connected to the Internet to allow you to download, install and activate an App. Once activated, you do not need an Internet connection to use the App but will require internet connection to install software updates from time to time.
Q: Can I buy and manage your Apps through Apple School Manager?
A: All our Apps can be installed with Apple School Manager. Unfortunately, our licencing system does not integrate directly with Apple School Manager so each iPad must be activated individually.
Some iPad Apps can be purchased directly from the App Store via Apple School Manager, please note, these Apps are available as a single device licence only.
Q: Can I move my App to a different device?
A: Yes, however, you will first need to deactivate the App on your current device. This can be done by following these steps:
- On the device where the App is currently installed, select the key icon at the top of the App’s main menu.
- Enter your username and password and select the deactivate button.
- Once deactivated, uninstall the App from the current device.
- Install the App on the new device. For ease, App store and download links can be found in the Apps section of your Yellow Door Account
- Once installed on your new device, open the App, and enter your username and password to activate it.
Q: I’m unsure if this is the App I want, can I download a trial or demo?
A: Unfortunately, we are unable to offer a demo function. However, we do have detailed videos for each App which can be accessed on each individual App page of our website or on YouTube to help your decision-making process.
Digital table and large screen users should contact their resellers for further information.
Delivery
Q: When will my items arrive?
A: Orders placed on the website will usually be despatched within 5 working days. For delivery to UK mainland, small items will be sent via Royal Mail Second Class. Large items will be sent by courier on a next day service and will require a signature. If you are unavailable to receive and sign for the delivery the courier will try again the following day or leave a contact card so you can arrange a new delivery date that is convenient for you.
Q: How much does delivery cost?
| Territory | Free Delivery | Delivery Charge |
| UK mainland | All orders over £100 (ex VAT) | £5.95 (ex VAT) for orders less than £100 |
| Scottish Highlands & Isle of Wight | All orders over £250 (ex VAT) | £11.95 (ex VAT) for orders less than £250 |
| Isle of Man & Scilly Isles | All orders over £250 (ex VAT) | £15.00 (ex VAT) for orders less than £250 |
| Northern Ireland | All orders over £250 (ex VAT) | £9.95 (ex VAT) for orders less than £250 |
| Channel Islands | All orders over £250 | £25.00 for orders less than £250 |
Q: Help, I need something urgently!
A: Don’t worry, we’re here to help. Call us on 01223 328051 and tell us when you need delivery by, and we will do everything we can to make that happen. We’ve helped our customers get ready for Ofsted, prepare for job interviews, and receive Mud Kitchen Food Stones in time for birthdays or back to school, so do get in touch.
Q: Can you deliver outside of the UK?
A: Our full product range is available to international schools, nurseries, and other education establishments through 3 of our chosen school consolidator partners. Please contact them directly:
| School Consolidators | Telephone | Website | |
| CES Holdings | info@cesholdings.co.uk | +44 (0) 161 367 9337 | Click here |
| Equip My School | Service@EquipMySchool.com | +44 (0) 1507 307932 | Click here |
| Mallory For Schools | schools@malloryint.co.uk | +44 (0) 1395 239199 | Click here |
Alternatively, we may have a trade partner in your country who may be able to fulfil your order, so please contact us and we will do our best to put you in touch.
If you are based in the USA or Canada, please visit our North American Website .
Q: Do you deliver to British Forces Post Office (BFPO)?
A: Unfortunately, we are unable to offer delivery to British Forces Postal Addresses. We recommend ordering through our school consolidators listed above. Alternatively, you could arrange for the item to be delivered to a relative/friend, who can then forward the parcel for you.
Ordering
Q: I don’t think I have an account with you. Do I need one before I place my order?
A: No. When you place your first order with us, we will set up an account for you. Please ensure you provide the correct contact details including email, billing, and shipping addresses.
Q: I’m a parent/private individual – can I order from you?
A: Absolutely yes! Please note that you will be required to pay for goods at the time of ordering and this can be done securely online using a credit/debit card or PayPal. We accept all major credit and debit cards as payment, however we are unable to accept payments by American Express.
Q: I’m ordering for my school/nursery – can we be invoiced for our order?
A: In most cases, yes – simply choose “please invoice my school/nursery” during the checkout process, but if you are ordering on behalf of a nursery or pre-school that operates part-time from a village hall or local community centre, please make payment when you place your order.
Q: I’m not ordering for a school or nursery, can I be invoiced?
A: We can happily invoice other educational establishments such as Sure Start Children’s Centres, Inclusion Bases and Councils. Some charities can also be invoiced. Still unsure? Then give us a quick call on 01223 328051 and we’ll be happy to help. Please note we are unable to invoice private individuals and childminders.
Q: Will I receive a confirmation of my online order?
A: Yes, you will receive an email confirming your order.
Q: How do I change/amend an order I have already submitted?
A: Give us a call straight away on 01223 328051 and we will make any changes over the phone. Out of hours? Then email us with your details and changes (don’t forget to quote your order ref).
Q: The website won’t accept my card details, why?
A: This could be for a number of reasons. Here are some quick things to check:
- Is the card you are using one that we accept? (We are unable to accept American Express)
- Does the billing address you entered on our website match the registered address of your card i.e. the address on your statement?
- Please make sure there are necessary funds available to pay for your items.
If none of the above apply, then please contact us on 01223 328051 and we will assist you.
Q: How do I enter a discount coupon for my order?
A: On the checkout screen you will find an area to enter your coupon code.
Q: Can I order by phone/email/post?
A: Yes! Give us a call on 01223 328051 and we’ll be happy to take your details. Customer Services opening hours are 9am – 5pm, Monday to Friday. Out of these hours, please leave a message and we’ll get back to you. You can also email us your official order or send it to us by post .
Unfortunately, we are unable to take orders from resellers over the phone. If you are a reseller, approved by us, you should order via our trade portal using your unique login given to you by us, or by emailing us.
Q: Can I pay for my order by phone?
A: Unfortunately we are unable to take payment over the phone. We can send a payment link via email or we can accept payment by cheque
Q: Can you ensure my resources won’t arrive when we are closed for school holidays?
A: If you are ordering at the end of term, please advise us of your holiday dates when you place your order. We can then ensure your resources arrive when you need them. Add the details into the ‘Order Notes’ section when you order online or write it on your official order form.
See our Terms and Conditions for more pricing and account information.
Returns
Q: What is your sale or return policy?
A: If you order via our website, you have a legal right to cancel the order and request a return of Goods up to 14 days from the date you received the Goods.
Q: How do I make a return?
A: You must contact us within the 14 days from the day you received the Goods for us to agree to the return of the Goods. All Goods must be unused and in their original packaging.
Any Goods to return must be returned to us no later than 14 days from the date you notified us your wish to cancel the order.
Resources must arrive back to us in a saleable condition, so please ensure Goods are securely packaged. Please include either a copy of the invoice/receipt sent with your order, or a note of the invoice/receipt number along with your name, address, and phone number.
Q: Where do I return the resources to?
A: Please return the Goods to:
Yellow Door Returns
DT Warehousing,
Queen Adelaide Way,
Queen Adelaide,
Ely,
Cambridgeshire,
CB7 4UB
We strongly recommend that you get a proof of postage from your Post Office when sending an item back. This is a free of charge service. If items get lost in the post, we will not be able to issue a credit unless you can provide a proof of postage.
Q: What happens when my return is received?
A: Once Goods are received, they will be inspected and processed. We will either refund your payment as quickly as possible to the card used to pay for the order, or issue a credit note against the invoice. We will send you a copy of the credit note for your records.
Q: What about faulty goods?
A: If you receive faulty goods, please contact us immediately on 01223 328051 or email us and we will arrange a replacement item to be sent to you. We may need to ask you to return the damaged item as part of our on-going quality control. Don’t worry, if we require you to return the faulty item, we will supply a pre-paid postage label.
If you have any questions about our returns policy, please call us on 01223 328051 or email us.
Trade (UK & International Resellers)
Q: I am a trade customer and am interested in distributing your resources.
A: We’d love to hear from you! Please contact us for all UK and International enquiries with details about your company and we’ll be in touch with the relevant information.
Q: I am a bookshop with a customer request for your titles? Can I buy direct from you?
A: Yes, you can. Simply contact us and we can quickly advise on availability, bookshop discounts and delivery info.
Q: I am an existing trade customer, can I order from your website?
A: No, please contact us for details on how to place an order.