Returns and Exchanges
RETURNS AND EXCHANGES
In cases of all returns, please contact us by telephone or e-mail as soon as possible, prior to returning any items.
It’s really important to us that you’re happy with your purchase and we’ve taken a great deal of care in choosing quality toys when selecting which toys to stock. We appreciate that it’s very disappointing and inconvenient to order something and then find it arrives with a problem or isn’t quite what you expected, especially when you haven’t been able to see or touch the item prior to purchase. We do, therefore, strive to provide realistic and clear photos with detailed and honest descriptions. Please do make sure you're happy with the age recommendations, washing instructions and sizes of toys, when making your choice. All of this information is available on each product's dedicated page. We do carefully check your toys prior to despatch, to the best of our ability, within the limitations of not interfering with manufacturers’ packaging.
Sending goods back
When returning items to us, we strongly recommend that you choose a postal service which provides a tracking facility and adequate compensation to cover the value of the returned item(s) as we're unable to give refunds or exchanges for returns which don’t reach us. Similarly, we can't reimburse for returns which have been damaged during their journey back to us, if the damage is clearly due to the item being inadequately or inappropriately re-packaged for the return journey to us.
Faulty, damaged or incorrect goods:
In the unlikely event that you should receive an item which is faulty or damaged, or if you’ve been sent an incorrect item in our error, please contact us as soon as possible by telephone or e-mail prior to returning the item. We’ll refund or exchange, as you prefer, to the value of the returned item(s), including your original postage costs. We'll also reimburse your reasonable costs for returning faulty, damaged or incorrect items and this element of the refund will be paid by cheque (for card purchases, we're unable to refund back to the card more than the original transaction value).
If you simply change your mind about the item you’ve bought or you’re not entirely satisfied with it, we’ll refund or exchange to the value of the goods, provided they are returned to us within 14 days of receipt, along with proof of purchase. This timescale meets and exceeds the requirements of The Distance Selling Regulations 2000. If you have ordered an incorrect item, please be aware that you would be responsible for the return postage costs and for the safe return of the item(s) for a refund.
All non-faulty items must be returned in good and saleable condition: unused, unwashed and unmarked, with all original packaging and with tags and care labels intact.
We reserve the right to refuse an “unwanted goods” return if reasonable care hasn’t been taken to keep any returned item in the same condition in which it was received, or if it’s been washed, used, contains smells such as perfume, smoke, etc, has had the tags or manufacturer's packaging removed, hasbeen marked or is dirty or in an unsaleable condition.
Refunds can only be made by the same method of payment that was used when placing the order with us, except in the case of postal orders which will be refunded by cheque. Card refunds can only be credited to the card originally used for the transaction and in cases of payments made by postal order, we will refund by cheque once the funds from the purchasing postal order has cleared. Any cash payments made in person will be refunded by cheque. Reimbursement of postal costs for returning faulty or damaged goods will be made by cheque.
In cases of exchanges of items of different values, we’ll first issue a refund to the value of the returned goods, including any refundable postal charges. A completely new order can then be placed for replacements of the returned goods.
All of the above information forms part of our Terms and Conditions.