Order by 3pm - for delivery within 1-2 days
Free delivery - on all orders over £40
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Delivery & Returns

We aim to dispatch all items purchased before 3pm Monday – Friday on the same day.  We use Royal mail for all our items.  You can choose your delivery option at checkout. 

 

Royal Mail Standard - usually takes 1-3 working days after the date of dispatch. This is an estimated delivery window and can take longer sometimes, for example, if your parcel is too big to fit through a letterbox. This can lead to a missed delivery. Royal Mail do not always leave a calling card and it may be at the sorting office. If you parcel is more than 3 days late, we would recommend checking with neighbours and the local sorting office before contacting us.  

 

Royal Mail Next Day Delivery – Usually takes 1-2 working day after the date of dispatch.  

 

ONLINE RETURNS & EXCHANGE PROCEDURES

We hope you will be pleased with your purchase. Should you wish to return anything bought from us online, we will be happy to refund or exchange a product provided it is unopened and in a fully resalable condition.  Please contact customercare@toytownstores.com for return details.  Customers will need to pay the return costs.  We will inspect the item on return, if the item is saleable and unopened we will process the refund for the amount paid of the item, minus our original postage cost.  We aim to process all refunds with in 3-5 days upon receiving the item.

 

UNWANTED ITEMS

You will be liable for the cost of returning the goods to us and must ensure that they are returned in protective packaging.  The item must be unopened and in a saleable condition.

 

FAULTY OR DAMAGED ITEMS

In the unlikely event that you receive a faulty item, you may return this item to us in accordance with your statutory rights.  Please ensure you have checked the batteries, please note that all our toys work best with alkaline batteries.  If an item is not deemed faulty following inspection, then we are unable to offer a replacement or refund. A reason will be given as to why the product is in dispute. We will return such items to the customer at the customer’s cost

 

CHANGE OR CANCEL AN ORDER

If you wish to change or cancel an order that has not yet been dispatched contact our Customer Service team on 02891282828 any time between 10am and 5pm Monday to Friday, excluding public holidays. Please have the order confirmation number and date the order was placed to hand. They will be happy to cancel the existing order and create a new order for you.  We can only cancel orders that have not been dispatched, please note orders may have been dispatched before you receive your confirmation of dispatch email.  We aim to dispatch all orderd placed before 3pm on weeks days on the same day.  Orders placed at weekends will be dispatched on a Monday.  You can also email customercare@toytownstores.com to cancel orders or for updates on your order status.

 

Returning items that you did not order (wrong item), or are faulty

 

Firstly, we would like to apologise for the inconvenience. Please inform us as soon as possible so that we can rectify the situation promptly.

 

To help us determine what course of action to take we may ask that you email a photo of the damaged goods/wrong item received to help us decide what course of action to take. Although this may seem like it delays the processing of a refund, it could actually help to speed it up by enabling us to perform our obligations sooner. As such, we would appreciate your cooperation in helping us to resolve the matters as quickly as possible.

 

We will refund the cost of returning the item to us. Please retain a receipt in order for us to reimburse you.

 

Please note that if we receive an item back and we deem it not to be damaged/faulty then we will not refund any postage costs incurred by you. For this reason it is important to establish as many facts about the fault/issue before you return an item.

 

LEGO

If your LEGO set is missing pieces, please contact LEGO directly and they will send you the missing piece(s) as soon as possible.

You can contact LEGO via telephone on 0800 5346 5555 or through their website www.lego.com and select the customer service option

 

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