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SMYTHS Help Centre - Online Ordering

Online Ordering

Ordering online with Smyths Toys is easy. You are not required to create an account. You can automatically create an account when you place your first order online by entering a password when confirming an order. Please note we cannot accept orders by phone, fax, or e-mail. All orders must be placed online.

How to Order Online

Gift Cards

Payment Options

Online Ordering FAQs

Terms & Conditions for Placing an Online Order

How to Order Online

How to Order Online

Please follow the steps below to place an order online.
1. Find the Items You Want to Purchase
2. Add the Items to Your Shopping Cart
3. Proceed to Checkout
4. Enter Your Email Address
5. Enter Your Shipping Address
6. Enter You Billing Information
7. Order Summary and Enter Password
8. Enter your Payment Information
9. Order Confirmation

1. Find the Items You Want to Purchase

First you will need to browse or search for the items you would like to purchase. There is a Keyword search function located on every page of our website. Items available for online purchase have a ‘Buy Online or In-Store’ button. Alternatively, you can click on the ‘Online Store’ tab and all items available online are displayed. Please note not all items displayed on our website are available for online purchase.


2. Add the Items to Your Shopping Cart

If you want to order an item from our website, click the "Add to Shopping Cart" button on the item's product detail page. Once you've added an item to your Shopping Cart, keep searching or browsing until your cart contains all of the items you want to order. You can access the contents of your Shopping Cart at any time by clicking ‘My Basket’ at the top of every page of our website.

3. Proceed to Checkout

Take a moment to review all of the items you've placed in your Shopping Cart. When you're ready to place an order for everything in the shopping basket, click the "Proceed to Checkout" button.

4. Enter Your Email Address

The first step of the Shopping Process is to enter your e-mail address. Please note the e-mail address you provide here will be the only e-mail address used to communicate with you regarding your order. If you are a returning customer, you can enter your password. For new customers please enter your email address and you will be asked to provide a password for your account later in the process. Click the ‘Continue’ button.

5. Enter Your Shipping Address

Tell us where you would like to ship your order. Please enter your Shipping information. If your Billing Information is the same as your Shipping Information, check the box as instructed. Click the ‘Continue’ button.

6. Enter You Billing Information

Please enter your Billing Information. Click the ‘Continue’ button.

7. Order Summary and Enter Password

Review your Shopping Cart and make any necessary adjustments. Enter a password to create your account. Click the ‘Continue’ button.

8. Enter your Payment Information

Enter your Payment information and Click the ‘Continue button’

9. Order Confirmation

Your order has been placed. You will see your order reference number on screen. You will also receive an order confirmation email. Please keep this email or take note of your order reference number as you will need this if you have any queries on your order.

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Gift Cards

Gift Cards

You can purchase gift cards online but these must be redeemed at Smyths Toys Superstores. You cannot use gift vouchers to purchase items online. Our gift cards are valid for 12 months form the date of purchase. Gift Cards are ideal present as you can send them directly to the receiver with a personalised message. Click here to Purchase Gift Cards online.

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Payment Options

Payment Options

You can pay by the following methods:

  • Visa
  • MasterCard
  • Laser
  • PayPal


We do not accept:

  • Cheques or postal orders
  • Eurocheques
  • Cash in any currency
  • International debit cards
  • Purchase orders
  • Smyths Toys Gift Vouchers
  • Love to Shop Vouchers

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Online Ordering FAQs

How do I place an order?

Please see above

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Do I need to set up an account?

You are not required to create an account to place an order with us. You can automatically create an account when you place your first order online by entering a password when confirming your order.

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How do I set up an account?

You can automatically create an account when you place an order online by entering a password when confirming your order.

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How do I add an item to the shopping basket?

Once you have decided on an item you wish to purchase, click the "Add to Shopping Cart" button on the item's product detail page. Once you've added an item to your Shopping Cart, keep searching or browsing until your cart contains all of the items you want to order. You can access the contents of your Shopping Cart at any time by clicking ‘My Basket’ at the top of every page of our website.

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Why won’t it allow me to add an item to the shopping basket?

There are two possible reasons that you are unable to add your item the shopping basket. Firstly, not all items featured on our website are available for online purchase so please ensure the item you are looking to purchase has ‘Buy Online' button. You can click on the ‘Online Store’ tab and all items available online are displayed.

Secondly, we may not have stock of the item you are looking for. A message will appear saying we are currently out of stock. Please check back and reattempt your purchase as stocks are updated daily.

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How can I tell if an Item is available for online purchase?

Items available for online purchase have a ‘Buy Online or In-Store’ button. Alternatively, you can click on the ‘Online Store’ tab and all items available online are displayed.

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Can I confirm if my order was successfully placed?

Yes. By logging into your My Account and viewing Your Most Recent Orders you will see your order if it was successfully placed. You will also receive a confirmation email once the order has been placed.

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What is a WSU number?

This is your order reference number. This will be emailed to you on the order confirmation email and will be visible in Your Most Recent Orders in your My Account area.

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How do I track my order?

Once your order has been dispatched from our warehouse, you will be able to track your order. Please click here for more information on tracking your order - link to Information on tracking orders

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How do I cancel my order?

Due to the quick turnaround time of orders, once your order has been processed it cannot be cancelled unfortunatley.

However you can return this order to us as an unwanted item, once you notify us within 28 days of receipt of the order via the online contact us form.  The item must be unused, in it's original condition and packaging with all materials, manuals and accessories intact. Please note that it is your responsibility to return this item in protective packaging and you are responsible for return postage costs. We reserve the right to refuse returns or to charge you for our reasonable cost if the product is received otherwise than in accordance with these requirements.

Once the item is received back to the warehouse it will be checked and granted it meets these conditions we will then offer a refund for this item. Refunds will be applied to the credit card that was used to purchase the item. 

We will be in touch as soon as we are notified of the return.

We can't offer refunds or exchanges, unless faulty or not as described, on the following items

  • Nursery items, for hygiene reasons
  • computer or games software where the seal has been broken

This does not affect your statutory rights.

Cooling Off Period

There is a cooling off period of 7 days during which you have the right to cancel your order. You must provide notice of cancellation through the online contact form or by telephone call no later than 7 days after the receipt of goods. We will refund in full granted the order is returned in its original condition. You will be liable for the cost of returning the goods and must ensure that it is returned in protective packaging. If you are returning the full order, under the colling off period any initial shipping charges you already incurred will be refunded.

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Can I purchase Gift Cards online?

Yes. For more information on Gift Cards, please click here

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Can I use a Gift Cards to purchase online?

No. Gift Cards can be purchased online but cannot be used to purchase items online. For more information on Gift Cards, please click here.

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Why won't it accept my payment card when making payment?

This may be because the billing address details provided by the customer do not match the details that the customer's bank has on record for them. Please make sure that that the billing address you provide is the address that the card is registered to and that you are entering the correct card details. Please contact your bank if there is an issue ordering with us.

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Can I pay for an order over the phone?

 No, all orders must be placed online. We cannot accept orders by phone, fax, or e-mail.

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How do I enter a promotional code?

Once you have added your items into the Shopping Basket, you can enter a Voucher Code. By clicking 'Apply', you will activate the promotional code and a discount will be applied to your order.

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Terms & Conditions for Placing an Online Order

By placing an order with Smyths Toys you agree that:

Any information provided by you will be true, accurate, current and complete

You are the authorised holder of any credit/debit card or PayPal account you may use on the website

You will notify us immediately of any changes to any information you have submitted to the website

We may collect, store and use information about you in accordance with our privacy policy

You will only use the material on the website for your personal use only, and not for any commercial purpose whatsoever

By clicking Confirm Order you are confirming your acceptance of these terms and conditions and that you are giving us permission to make a debit for this order

E-mails sent will be deemed as read, it is your responsibility to ensure that the email address supplied is accurate and capable of receiving our e-mails

You have read the below and accept these terms and conditions in relation to Price and Promotions, Shipping and Delivery, Contract Cancellation, Returns and Refunds and Data Protection.

We reserve the right to vary these terms and conditions at any time but, in respect of any ordered goods, the terms and conditions which apply shall be those which the customer has accepted when an order has been placed. Once an order is placed customers are deemed to have read and agreed to the terms and conditions.

This agreement together with the standard terms and conditions of the website constitutes the entire agreement between you and the Smyths Toys Group of Companies with respect to the use of the website.

A contract is formed between us when (and not before) we dispatch your order. The order will not be accepted until we receive payment.

Any errors regarding website based information, quotation, price list, acceptance of offer, invoice or other documentation or information issued by us may be subject to correction without any liability on our part.

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Price and Promotions

Free gift promotions advertised online and in our Winter Catalogue are available online while stocks last. If stock is available then this item will automatically add to your order and will be visible on your order confirmation. If stock is not available at the time of placing your order we are unable to offer this item at a later stage

In the case of discounted offers where one item is reduced when you purchase another item (ie. Buy one, get second half price) then you must add all items to your basket and the discount will be automatically applied. If this discount is not applied check the items you are adding to ensure they are included in the offer and contact us through the Help Centre should you require assistance. If you do not add the items to your basket then you will not avail of this offer.

The price displayed at time of purchase is the price you will pay and will not be affected by price increases or decreases. We are unable to offer a discounted price should the price of an item decrease after you make your purchase.

All voucher and discount codes must be entered on the ‘Shopping Basket’ page before proceeding to the checkout and cannot be applied if not entered at time of placing the order. If a code does not apply a discount please check the valid dates and if you require assistance please contact us through the Contact Us form in the Help Centre. Please ensure you read the terms and conditions of each voucher and discount code as they may vary.

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Contract cancellation under the Distance Selling Regulations

Due to the quick turnaround of orders we are unable to amend an order once it has been placed. Customers must ensure they check their order carefully before submitting it for payment.

Please note that you are entitled to cancel this contract if you so wish provided that you exercise your right and notify us no longer than 7 working days after the day on which you receive the Products.

If you wish to exercise your right to cancel this contract we will refund the original purchase price and delivery charge, provided that you have notified us in writing no longer than 7 working days after the day on which you receive the Products, and that you have taken reasonable care of the Products and not used them. Please see below in relation to Returns and Refunds.

Please note that your right to return Products does NOT apply to Products which fall into the following categories unless they are faulty or not as described - Unsealed CDs, DVDs, tapes or other recording media, software or videos

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Shipping and Delivery

Delivery Failure

If you fail to take delivery of the ordered goods and they are returned to us, we will contact you upon their arrival via email. A refund of the cost of goods without shipping will be processed within 7 days unless you have notified us before then to advise that the goods are still required. If the goods are still required, we will require an additional shipping fee to make a second delivery. It is the responsibility of the customer to ensure there is someone at the delivery address at the specified date to sign for the parcel. If no one is present the courier may deliver the goods to a neighbour either side or directly opposite and should leave a card to advise where this parcel has been left. If a parcel has been delivered but you are claiming non receipt of a parcel then please allow 3 – 5 days from date of notifying us to allow us to investigate with the courier. If a refund is applied and the goods are later located then we reserve the right to place a debit for these goods unless you return them to us.

Stock Outs

Usually everything displayed on our site as in stock is present in our warehouse and available for immediate dispatch. If any ordered goods are not readily available to us, we reserve the right to cancel your order. We will refund in full any payment the customer has made for such goods. To avoid any doubt other goods ordered by the customer will be dispatched in the normal way. In the unlikely case of this happening we undertake to notify the customer at the earliest opportunity.

Delivery Timeframes

It is our experience that delivery is effected 99% of cases within the chosen delivery time periods. We use a third party courier service and on occasion human error may cause a package to be misdirected. Smyths Toys cannot be held responsible for a package not reaching its destination on time as delivery is the responsibility of a third party courier. We suggest to customers to place orders well in advance of parties and Christmas to allow for unforeseen delays. The customer should notify us if they do not receive their package when expected and we will endeavor to ensure it gets delivered as soon as possible. Upon delivery, it is the customer's responsibility to check the contents of their packages and inform us of any discrepancies at the earliest opportunity.

Exclusions

Next working day delivery and Free Shipping on orders over £39 excludes orders for large or bulky items or deliveries made to Northern Ireland or postcodes deemed the highlands and islands by our courier. Large, bulky orders  are typically items over 30kgs however this is not an exact rule and some items may be classed as a large or bulky item even if they weigh less than 30kgs due to the product dimensions (ie. the length of the product falls outside that of a standard parcel). For deliveries of some large, bulky goods we may require someone present at the time of delivery to assist the driver. This will be stated when you add to your basket before you proceed to the checkout.

At certain peak times we are unable to offer next working day delivery and this will be highlighted at the checkout and in the Shipping and Delivery section in the HelpCentre.

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Returns and Refunds

Incorrect Items

Please note that some items may be dispatched in an outer carton that differs in description to that of the items ordered. If you receive an item which differs in description please ensure that you check inside the box to confirm that the correct items are not inside the box, before contacting us. If the incorrect items are sent please contact us through the Contact Us form in the HelpCentre and we will arrange for the correct items to be sent and the incorrect items collected. In this instance we will arrange collection of the incorrect items on a date suitable for you within 7 days of the correct item being delivered. If the correct item has been delivered and the incorrect item is not collected then you will be liable for the cost of this item.

Transit Damage

If you receive a delivery and the item is damaged please refuse the delivery and notify us within 24 hours.

Where the damage is not noticeable until you open your parcel after you have signed for delivery then you must notify us within 48 hours. Please check all contents on receipt of your order. We are unable to accept a return of goods damaged in transit unless you notify us within 7 days of receipt of your order.

Faulty Items

In the unlikely event that you receive a faulty item you may return this item to us in accordance with your statutory rights. This item will be inspected and if it is deemed faulty then we will issue a suitable form of redress (replacement / repair/refund) which is at our discretion. We will cover the return postage costs of this faulty item. If an item is not deemed faulty following inspection, then we are unable to offer a replacement or refund and this item will be deemed ‘In Dispute’. A reason will be given as to why the product is in dispute. We are happy to re-ship such items back to the customer at the customer's cost. “In Dispute” items  will be retained by us for 30 days from the date of notification to the customer that no fault has been found. After this time, “In Dispute” items may be destroyed by us in the event that the costs of re-shipping have not been forthcoming.

Unwanted Items

You may return any unwanted items within 28 days of receipt of that item. We will only accept a return of an item if it has been unused and is in its original condition. It is the responsibility of the customer to ensure that the item is returned in protective packaging and so it is not damaged on return and the customer is responsible for the return postage costs. If the item is damaged then we reserve the right to refund less than the price paid for that item. If an item does not meet these criteria then we will be unable to offer a refund and this item will be deemed ‘In dispute’. A reason will be given as to why the product is in dispute. We are happy to re-ship such items back to the customer at the customer's cost. In Dispute” items will be retained by us for 30 days from the date of notification to the customer that no fault has been found. After this time, “In Dispute” items may be destroyed by us in the event that the costs of re-shipping have not been forthcoming.

Refunds

During our busy season (October through to December) please allow up to 14 working days for refunds and replacements to be processed. We will aim to process all returns as quickly as possible. All refunds will be made to the card or PayPal account used at the time of placing the order.

The customers' statutory rights are not affected.

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Data Protection

Your privacy is very important to us, that’s why we will never release your personal details to any company outside of the Smyths Toys Group for mailing or marketing purposes.


However, we would like to keep you up to date with our full range of products and services. This includes news of special events, offers, promotions, product launches and catalogues. We may contact you by post, telephone, SMS text messaging and/or email. We are constantly looking for ways to improve our service so, we may occasionally contact you for research purposes also. When you place an order with us you are agreeing to be included in our email database. Should you wish to be removed from our email database you may do so by clicking Unsubscribe on an email you receive or alternatively notify us through the Contact Us form on the Help Centre and we will remove you from our database. We will automatically add you to our mailing database for a free Smyths Toys 300 page catalogue unless you opt out. If you wish to be removed from this mailing database please notify us through the Contact Us form on the Help Centre and we will remove. We confirm that your personal information will only be used in accordance with our Privacy Policy (please see our website for full details).

Your Personal Information may be disclosed to reputable third parties who will help process your order. The Smyths Toys Group of Companies requires all such third parties to treat your personal information as fully confidential and to fully comply with all applicable Data Protection and consumer legislation.

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