Toy Returns & Refunds Guidance

Before ordering, read the return policy that applies to your purchase. Eligibility, any time limit, item condition and shipping costs should be checked there; this guidance does not add a separate money-back promise or change those terms.

Start with your order details

Use our contact form and include your order number, the item name and the reason for your request. If you received the wrong item, missing pieces or visible damage, describe the issue and provide clear photos when requested. Keep the item and packaging available while the issue is reviewed.

Before sending a return

Ask for the applicable return instructions and correct destination. Do not send the parcel to an address on a label or a supplier address without confirmation that it accepts your return. Review who pays return shipping and whether the requested item qualifies under the applicable policy.

Damaged, incorrect or incomplete items

Tell us which part differs from your order and whether the outer packaging was damaged. A photo of the packaging, item and label can help identify the issue. Stop using any damaged toy and keep it out of children's reach while you request assistance.

Refund progress

Ask for confirmation of the next step rather than assuming a request has already been approved. Where a refund is approved, the original payment provider's processing can affect when it appears. Keep any return tracking and support messages until the matter is resolved.

Changes and cancellations

Contact us as soon as possible if you want to change or cancel an order. Whether a change can be made depends on its processing and dispatch stage. Submitting a request does not by itself cancel the order.

For delivery questions, visit shipping and delivery. For general shopping questions, read the FAQ.