The Entertainer Parcel Not Delivered or Refund Refused? UK Guide
The Entertainer ships through several parcel couriers and fulfils many orders through stores. The Consumer Rights Act 2015 makes the retailer responsible until the goods reach you, so a missing toy is its claim to resolve rather than a courier claim you have to chase.
Who delivers your The Entertainer order?
The Entertainer typically uses: Evri, Yodel, Royal Mail, Click and Collect (in-store). The exact courier varies by region, order size, and delivery option.
Whichever courier handled your parcel, your contract is with The Entertainer, not the courier. Section 29 of the Consumer Rights Act 2015 puts the obligation on The Entertainer to deliver into your physical possession.
The Entertainer contact and returns
- How to contact
- The Entertainer on 0333 320 5100 (Mon-Fri 08:00-19:00, Sat 09:00-17:00) or customerservice@theentertainer.com. Email gives the written record a missing-item claim needs.
- Returns policy summary
- The Entertainer accepts returns of unopened items within its published window, with in-store returns for online orders. Seasonal orders sometimes carry an extended window — check your confirmation email.
How to claim a refund from The Entertainer
- 1
Save evidence: order confirmation, tracking screenshot, any delivery photo, and chat or email transcripts.
- 2
Wait 24–48 hours past the expected delivery date in case the parcel arrives late.
- 3
Contact The Entertainer via The Entertainer on 0333 320 5100 (Mon-Fri 08:00-19:00, Sat 09:00-17:00) or customerservice@theentertainer.com. Email gives the written record a missing-item claim needs. Then quote Section 29 of the Consumer Rights Act 2015 if the parcel is missing.
- 4
Set a clear written deadline (7 days). Confirm in email even if the conversation started by chat or phone.
- 5
If The Entertainer refuses or delays, escalate via Section 75 (credit card over £100), chargeback (debit card, within 120 days), or trading standards.
The Entertainer delivery FAQs
Is The Entertainer legally responsible for a missing parcel?
Yes. Under Section 29 of the Consumer Rights Act 2015, the retailer (The Entertainer) is responsible for the goods until you take physical possession. The Entertainer cannot redirect you to the courier because your contract is with The Entertainer, not the courier.
How long does The Entertainer have to refund me?
Under Consumer Contracts Regulations, refunds are due within 14 days of cancellation. For damaged goods, a short-term right to reject and full refund applies within 30 days under the Consumer Rights Act 2015.
My order was for a birthday and arrived too late. Can I claim?
If you made the date essential when ordering, you can treat the contract as broken and ask for a refund rather than a redelivery. Even where you did not, you can recover any delivery charge paid for a service that was not provided.
A toy was missing from the parcel. What do I claim?
Claim under Section 29 of the Consumer Rights Act 2015 — the item never came into your possession, so this is not a faulty-goods claim. Photograph the box and packaging, and ask for the packing record.
The box arrived crushed and the toy inside is damaged.
Photograph the outer packaging and the item together before unpacking further. Within 30 days you have the short-term right to reject under Section 20 for a full refund.