Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.  

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@theonlinetoyshop.co.uk. Please note that returns will need to be sent back to the warehouse of dispatch - this can sometimes be abroad. Unfortunately we are unable to offer free returns so these costs will need to be paid by the customer.  For returns abroad, these costs may well include customs clearance fees & charges which will also need to be paid by the customer. Please check this prior to purchasing. The below table shows the return location by brand -

If your return is accepted the return must be returned at the customers expense. We would recommend parcels are sent back via tracked delivery to ensure they are not lost in transit. We can accept no responsibility for items lost or damaged in transit. Please note, you have 14 days from the agreed return date to return the item. Items approved for returned that are returned later than this may be refused by the receiving warehouse.

You can always contact us for any return question at hello@theonlinetoyshop.co.uk.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom/bespoke products (such as made to order/special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
Please contact hello@theonlinetoyshop.co.uk to discuss exchanging an item. In some circumstances, the fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.