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FAQ

We are frequently being asked about our business, our products and sensory understanding — so we have prepared a few answers that we hope will help. If you can’t find what you are looking for, feel free to contact us directly!

Definitions and Terms





Sensory House FAQs








Package FAQs









We are an Irish company based in Dublin, but we ship our products across Ireland, the UK and mainland Europe*. Each of our Sensory Room Packages are shipped from our warehouse on pallets, when sent anywhere in the Republic of Ireland, the cost is €100 plus vat.  If being shipped outside the country, there is a postage fee that will be charged depending on location.

For shipping prices outside our jurisdiction, please contact us and we will see what options may best suit your timescale and cost possible. We endeavour to provide you with a personalised shipping quote within 24 - 48 hours from the point of contact. 












Product FAQs

We have taken the time to create product profiles for everything we sell and list what minimum age is suitable to play and use them, as a rule of thumb we recommend all our products be used with supervision and the majority of our products are appropriate for 3 years and older.
Though a lot of our products are kid friendly, they are not exclusively for children and many of them are also appropriate for adolescents and adults. Have a look through our product range or contact us if you would like any assistance choosing products more fitting for adults — the Buzzy and Tangles are a big hit in our office.


Like most online retail stores we accept the following payment cards: Visa, Visa Debit or Mastercard. All payments must be made online when you are placing an order and when you reach the final billing page and submit your order, we will immediately contact your bank or card issuer for authorisation to take payment from your account.
If this is a problem, please get in touch and we will try and arrange another option.



We are an Irish company based in Dublin, but we ship our products with DHL & Fastway who deliver to Ireland, the UK & mainland Europe (calculated by weight per kg)

We offer Free delivery to anyone spending over €75 and shipping within the Republic of Ireland ONLY.

Shipping Pricing
Ireland : 1kg - 20kg - €6.95 per order
Ireland (Heavy) : 21kg - 29kg - €11.95 per order 
United Kingdom : 1kg - 21kg - €11.95 per order   **Please be aware of notes below for UK shipping**
United Kingdom (Heavy) : 22kg - 29kg - €23.90 per order.  **Please be aware of notes below for UK shipping**

We ship to the European Mainland with DHL and we service the countries listed below from €19.95 - €34.95 calculated by weight per total order: Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Vatican City 

IMPORTANT NOTES BELOW for all Non-EU customers - Please read carefully before purchasing

For shipping prices outside our jurisdiction (Worldwide), please contact us by phone or email and one of our friendly team will see what the cheapest available shipping options are for you. 

All orders dispatched outside the EU are sent free of any extra Irish taxes. Products delivered to destinations outside the EU may be subject to taxes, fees, levies or other charges, which are imposed by local legislation. 

The recipient of the products is responsible for all customs formalities for their export and import and will be required to pay any additional charges, including import duty, formal customs entry, taxes, levies and other charges. The recipient of the goods, not the person who ordered them, will receive a separate request for payment of these charges.

If you're ordering products to be delivered to someone else, please make sure they're aware they will be responsible for any additional charges. Unfortunately, we have no control over these charges and cannot predict what they may be, so we're unable to offer any assistance on these processes. We'd advise that you check the import charges applicable in any country before ordering products to be delivered there.


Unless contacted directly by us, we endeavour to dispatch all orders within 72 hours of receipt (Monday-Friday). From here, we anticipate your order should arrive with you within 5 business days of dispatch (though it can take up to 14 business days depending on the circumstances and location).
If you would like to specify a delivery date, we will do our best to have the couriers drop off your purchase then, but unfortunately we cannot guarantee this.
Each of our orders are sent out with a tracking code so you can watch the orders progress — if you have any issues, please contact us and we will do our best to answer any questions about your orders expected arrival date or the tracking process.


You sure can — all our items are sent out with DHL or Fastway and given a tracking code, which you should be able to find on your dispatch confirmation email. Just head to https://www.dhl.com/ie-en/home/ or https://www.fastway.ie/courier-services/track-your-parcel and enter the code. If you have any issues tracking your parcel, please contact us and we will do our best to find out what’s happening and when you can expect your new sensory bits!


First of all we are very sorry for the inconvenience and will do our best to fix this ASAP!
If your order doesn’t arrive by the expected date and doesn’t appear to be on the way, please call or email us and we will organise a refund or resend the items without any further charges if we can’t find out what’s happened. It would help speed up the process if you have your order number and tracking number included or readily available when we chat.
If your order is missing bits, it could be because we packed it wrong or we may be sending it in more than one parcel. In any case, please contact us and we will find out what’s going on. When you contact us, please have your order number and product name and code of the missing item.


We guarantee our products for 12 months, but if you encounter any issues after that point, please contact us and we will endeavour to help resolve it if we can.


If you’re unhappy with your purchase, you have 28 days to send something back to us; starting from the day you receive it. Unfortunately we cannot accept returns after this time unless it is a faulty item, in which case we ask you return your item within 30 days of finding the fault — but contact us beforehand. Please do not use any faulty items after finding the fault!
Please check out our FAQs “How do I return an item I don’t want or can I exchange for something else?” or “I received a faulty / incorrect item, what do I do?” for more details on the different procedures.


We work really hard to make sure you get everything you ordered and our products are to the highest standard — we are really sorry if we do make a mistake or there is an issue. Please contact us via phone or email outlining the problem and we will try to remedy it ASAP.
It would help speed up the process if you have the following information included or readily available:
● Your Name
● Order Number
● Highlight the issue (faulty or incorrect item received)
● Product Name and Code of the faulty/incorrect item received\
● (you should be able to find the code on the product itself, or if it’s faulty, the order confirmation note)
● Picture and description of the fault (if applicable)
● Product Name and Code of the item you ordered, but did not receive (if applicable)
We will try to keep you in the loop throughout this process, but if you have any issues, get in touch — call us on +353 1 450 8404 or send us an email at hello@sensoryhouse.ie!


We are sorry you’re unhappy with your item, but please contact us and we will either organise a refund or exchange for you. You have 28 days from when you first receive your item to return it if that is what you wish.
It would help speed up the process if you have the following information included or readily available when we chat:
● Your Name
● Order Number
● Highlight the issue with your purchase
● Product Name and Code of the item you wish to return

(you should be able to find the code on the product itself, or on the order confirmation note) ● If you wish to exchange items, please have the Product Name and Code of the new item you would like to receive.
To receive a full refund we do require the product be in its original packaging, but we’ll refund your delivery charge if you return all of the items from the order. If you decide to keep one of the items, you will need to pay for delivery.
Once you have been in touch with us, please repack your item and send the parcel using a service that can be tracked and keep your proof of postage receipt until after your refund is processed.
We will send you an email once we receive your returned item and begin the refund/exchange process. It can usually take up to 14 working days from the date of sending for it to be delivered and processed in our warehouse. From here we do a few quick checks and then send out your new exchanged item or refund using your original payment method — the funds should appear on your bank statement in up to 7 working days after the claim has been settled (how long depends on your card issuer).
We will try to keep you in the loop throughout this process, but if you have any issues, get in touch — call us on +353 1 450 8404 or send us an email at hello@sensoryhouse.ie!


Most of our products require very simple cleaning and maintenance, but we have listed cleaning instructions for each product on their individual product pages on our site.
The basics are as follows:
Wiping the item with any child-friendly cleaning products should do the trick. We recommend a damp, soapy cloth, taking care not to saturate the product. DO NOT USE the following products though: alcohol, solvents, detergents, abrasives, aerosol sprays or wax polishes as you may damage the product.


Yes you can!! Head over to our list of products, or Click Here. You can purchase gift cards at the values of €20, €50, €100 and €200. As we are only an online store, we will send you an e-gift card to your designated email with all the details. You can use these cards to purchase any products or put it towards a larger one if you like. Our gift cards never expire because we hate that, so just keep your voucher code and you’re all set.