Refund policy

We want your child to love what you bought. If something is not right, we will put it right. This policy explains how, and how long you have.

Last updated: [[ DATE ]]

The short version

You have [[ 7 ]] days from the day your parcel is delivered to ask for a return.
The toy must be unused, complete, and in its original packaging.
If we sent the wrong item, or it arrived damaged, we cover everything — including the return delivery.
If you simply changed your mind, you cover the cost of sending it back to us.

What can be returned

We accept returns on a toy that is:

Unused and unplayed with
In its original box or packaging, with all parts, accessories, manuals and free gifts included
Still carrying any labels or seals it arrived with
Reported to us within [[ 7 ]] days of delivery

What cannot be returned

For hygiene and safety reasons, and because we cannot resell them, we cannot accept:

Teethers, rattles, bath toys, feeding items and anything else that goes in a child's mouth, once the seal is opened
Toys that have been played with, washed, assembled, or have marks, scratches or missing parts
Toys returned without their original packaging
Items bought on final clearance, where the product page said clearly that the sale was final
Gift cards
Anything reported to us more than [[ 7 ]] days after delivery

If your parcel arrives damaged, or the wrong item arrives

This is on us, and we will fix it at no cost to you. Please help us by doing two things:

Tell us within 48 hours of delivery. Message us on WhatsApp at [[ WHATSAPP NUMBER ]] or email [[ EMAIL ADDRESS ]].
Send photos. A photo of the outer parcel, a photo of the damage or the wrong item, and a photo of the delivery label. If you are able to film yourself opening the parcel, that helps even more.

We will then send a replacement or refund you in full, whichever you prefer, and we will arrange and pay for the collection of the item.

How to start a return

Message us on WhatsApp at [[ WHATSAPP NUMBER ]] or email [[ EMAIL ADDRESS ]].
Include your order number (it is in your confirmation email, and it looks like #1234), the name of the toy, and the reason for the return.
We will reply within [[ 1 to 2 ]] working days with a yes or no and, if yes, the address to send it to.
Pack the toy in its original box, then in an outer bag or carton so the box itself does not get damaged in transit, and send it to the address we give you.
Send us the courier tracking number so we can watch for it.

Please do not send anything back before you have heard from us. We will not be able to trace a parcel that arrives unannounced, and we cannot refund an item we cannot identify.

Who pays for the return delivery

Reason for return	Who pays the return delivery
Wrong item sent	We do
Item arrived damaged or faulty	We do
Item is not as described on our website	We do
You changed your mind	You do
You ordered the wrong toy or the wrong age range	You do

Refunds

Once your return reaches us we check it, which takes [[ 1 to 3 ]] working days. If it passes, we refund you straight away.

Paid by card or online: the refund goes back to the same card or account. Your bank usually takes [[ 5 to 10 ]] working days to show it, and that part is out of our hands.
Paid cash on delivery: we refund by bank transfer. We will ask you for the account title, account number or IBAN, and the bank name.
Original delivery charges are refunded only when the return is our fault — a wrong, damaged or faulty item.

If a return does not pass our check — for example the toy has been played with, or parts are missing — we will contact you with photos before doing anything, and we will send it back to you at your cost.

Exchanges

The quickest way to swap a toy for a different one is to return the first and place a new order. If you would rather we handled it as a straight exchange, message us and we will do our best, subject to the replacement being in stock.

Cancelling an order

If your order has not been dispatched yet, message us and we will cancel it and refund you in full. Once it is with the courier it has to be handled as a return.

A note on sizes, and on our AR feature

Toys often look bigger or smaller in a photo than they are in real life, and that is the single most common reason a customer wants to return something. This is exactly why many of our products have a Try in AR button — it stands the toy on your own floor at its true size through your phone camera, before you buy. We would gently encourage you to use it. Please also check the measurements on the product page.