Can I pre-order items for delivery?
Yes; however, this only applies to items that are specifically indicated as pre-order.
Can I change my order or delivery address?
It is only possible to change items in your order or the delivery address if your order has not yet been processed.
If your order has been dispatched and you have included your mobile number to receive FREE SMS texts about your delivery, you will have options to deliver to a neighbor, local post office, or change the delivery date. These options are available for all UK deliveries.
Most orders are processed within 6 hours of being confirmed.
Please contact our Customer Service Team through Whattsapp or Text on 0044 7878 92 3009 as soon as possible and we will advise the best way to ensure you get the toys and delivery you require.
Can I return items to the stores?
We are very sorry if your purchase proves to be faulty. For a full refund or a replacement (including postage and gift boxing if applicable), please refer to the guidance on returning an item to a store [Returning an item to a store].
We also offer store customers returns directly to our warehouse. Simply return your toys unopened, in a re-saleable condition, within 60 days. Our promise to replace or refund faulty items does not apply to damages caused by accident, neglect, or misuse. For further guidance, please visit [Returning an item to our warehouse].
Do I get charged for the delivery of each item I order?
All orders directly from our warehouse incur one delivery charge, regardless of how many items you have ordered, except for pre-orders, which are charged per item ordered, and orders directly from our suppliers. For example, if your order is direct from our warehouse but also contains a large item from one of our suppliers, there will be two delivery charges.
What should I do if my product breaks down during the guarantee period or I have any other complaints?
Contact our support through the [Contact us page] and submit your complaint with a picture and the reason for the issue. We strive to resolve all complaints in the shortest time possible. To help us do this, please provide your name, email address, contact telephone number, order number or store name, and details of your complaint.
If you have already spoken to our Customer Service Team and your complaint hasn’t been resolved, our Customer Service Management Team is happy to step in. Please contact us in the same way but mark your message for the attention of the Customer Service Manager.
How do I enquire about the availability of a toy?
To find out about the availability of a toy, simply complete the enquiry form [here]. Please ensure you provide the following information: product name, price (if known), and product make. Your enquiry will be forwarded to our Customer Service Team, who will provide you with the details. Alternatively, you can contact our stores directly