Frequently Asked Questions
We’re looking to expand our frequently asked questions (FAQs) so any questions you may have that we don’t list here please do let us know.
You can email them to firstname.lastname@example.org – thanks in advance.
Registering an Account
Do I need an Existing Trade Account?
No! You can register on the Ligneus website and purchase products even if you don’t have an existing account with us.
We accept payment by credit & debit card, Pay Pal and also have a pro forma invoice option see Payment Methods for more info.
Can I upgrade to a credit account later?
Your first orders will be proforma however if you wish to upgrade after this do get in contact. If your credit account is approved you will be able to use this to place orders through the site.
Your existing log in details can be used – you will not need to re-register.
What Happens if I forget my password?
If you forget your password at the login stage, just click on the ‘Forgotten your password?’ link.
You’ll be prompted to enter your e-mail address and we’ll send you a link which will allow you to re-set your password.
Can I update my details after registering?
Once you’ve logged in to the site you can use the ‘My Account’ area to easily manage all your details. You can access this simply by logging into the site and then clicking on the My Account link in the top menu bar.
How do I place an order?
Once you’ve found the items you would like to buy and have added them to your basket, you can begin the checkout process by clicking on the Checkout at the top right of your screen.
If you haven’t registered yet, you can create an account at this point and progress with your order.
If you have already registered, simply enter your Username and Password in the ‘Login’ area.
Can I choose different Payment Options?
Once you’ve selected your delivery options you’ll have the option to select the payment option you require:
If you have a standard web account you can select credit/debit card, Pay Pal or Pay by Invoice.
If you have a Ligneus Credit account with credit terms you will be able to select “Pay on Account”.
See Payment Methods for more info.
How do I know if my order was placed?
Can You send me a pro forma?
You can either call us for one or you can simply request one on the website.
On checkout you will have the option to select pay by invoice. An invoice will be generated for download and also emailed to you with bank details for payment.
You can view the full payment options here
Who do you use for your delivery?
Due to the broad nature of our products we use a variety of couriers. These include DPD, UPN and Royal Mail.
Can I collect my order?
If you are looking to collect from our warehouse do get in contact and we can make the necessary arrangements
Can I select different delivery addresses?
If you require a different delivery address you can select any that you have previously saved at the Checkout stage or can add a completely new one.
Can you give a message to the couriers?
With our palletised orders and our large packages we can. For the smaller items via Royal Mail we cannot.
Damages & Returns
How do I report a damaged item?
We take great care to pack our products so they withstand heavy handling during delivery. Unfortunately accidents do happen and from time to time our couriers do damage products in delivery.
We ask that you notify us of damages within 72hrs and we’ll do our best to resolve the situation in the quickest possible time.
See our Damages Process for more information.
How do I return an item?
If you wish to return items please do notify us as soon as you can. For full details on returning items view our Returns Process.
How do I report a missing item?
If your order is missing any item we ask that your report it within 72hrs and we will resolve the situation in the quickest possible time.
Does your Pikler Range meet Safety Regulations?
All the products in the Pikler range are independently tested and CE marked and are designed and manufactured in the UK in accordance with: Toy Safety Directive 2009/48/EC and EN71: 1, 2, 3 and 8.
Learn more about our certification and independent testing on the EN71 Toy Safety Certification page.
How do I assemble my products?
Many of our items are sent flat pack and we provide assembly instructions for them. If you have not received yours or have misplaced it yuo can view all our Assembly Guides here.