Returns

If your questions aren't answered here, don't hesitate to Contact Us directly, visit our FAQ's page or drop-in to your Local Store.

In This Page:
 

Please Note: This relates on online orders - Items purchased in store, including in-store home delivery orders, must be returned to any Smyths store nationwide. Find your nearest store using our Store Locator.

New Returns Form

All returns to our warehouse must include our returns form. Please complete and include with your order.

Unwanted Items Purchased Online

Christmas Returns Policy

We've extended our returns policy for Christmas. Items purchased from September 2019 can be returned up until 28 days after Christmas Eve until 21st of January 2020.

Returning unwanted items

Simply return your unwanted item within 28 days of receipt unused, unopened, in its original condition and packaging, your return must be in a re-sellable condition.

All returns must be accompanied by a valid Smyths Toys receipt or, for online returns, your dispatch confirmation email including your order reference (UK) number. You will be liable for the cost of returning the goods to us and must ensure that they are returned in protective packaging. Where an item is damaged or returned otherwise than as per our stated requirements above, we reserve the right to refuse redress.

Online returns are accepted by any of the 3 following ways: Please make sure you include your returns form.

Any Smyths Toys Supserstore - FREE

Find your local store and opening hours here. Please take your dispatch confirmation email as proof of purchase. Open 7 Days a week

Collect+ Courier Service - FREE

Create your prepaid return label here: https://www.collectplus.co.uk/smyths and take your package to your nearest Collect Plus location. You will be given a receipt we would request you keep this safe as this is your proof of return

By post or courier service of your choice

Items over 10kg may be returned to a Smyths Store or to our warehouse with a carrier of your choice to:

Smyths,
Unit 2 Max500,
Max Park,
Bangrove Road Shouth,
Corby,
Northamptonshire,
NN17 1NN

We recommend that you use a carrier who can give you a proof of posting, until the parcel is received by us it remains your responsibility.

If your item is damaged in transit or you suspect a fault please contact us here.

Northern Ireland Returns

May be returned to a Smyths Toys Store or to our Warehouse with a carrier of your choice to:

Smyths Toys
c/o Carlow Warehousing,
Loughfeilim Industrial Estate,
Carlow Road,
Tullow,
Co. Carlow
R93 Y932

We recommend that you use a carrier who can give you a proof of posting, until the parcel is received by us it remains your responsibility.

If your item is damaged in transit or you suspect a fault please contact us here.

Refunds

Once the item is received back to the warehouse it will be checked and granted it meets our return policy conditions we will then offer a refund for this item. Refunds will be applied to the payment method that was used to purchase the item.

Info: You should receive notification of your refund within 7 working days after your parcel has been returned. If you have not received notification of your refund within 7 working days please contact us.

Please note: any returns queries raised after 10 days may not be offered redress.

Video Game & Nursery Products

For your benefit and for reasons of product integrity and hygiene, we cannot offer refunds or exchanges, unless faulty or not as described, on the following items: Nursery items, gift cards, and Software Zone items including but not limited to:

  • Digital downloads and ESD cards
  • Products containing downloadable content
  • Digital and games credit and subscriptions
  • Consoles and bundles
  • Computer or games software

This does not affect your statutory rights. Please see our tablets and games console FAQ's for useful tips and help on how to address set up, performance and other issues you may encounter.

Returning a Damaged or Faulty Item Purchased Online

Please Note: Items purchased in store must be returned to any Smyths store nationwide. Find your nearest store using our Store Locator.

Damaged in transit

We strive to ensure all your purchases reach you in perfect condition. If you receive a delivery and the item is damaged please refuse the delivery and notify us within 24 hours via our online contact us form. Where the damage is not noticeable until you open your parcel, after you have signed for delivery or where the parcel is delivered via routine An Post / Royal Mail which cannot be refused, then you must notify us within 48 hours via our online contact us form here. We will then advise on how best to proceed. 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 Item

In the unlikely event that you receive a faulty item, you may return this item to us in accordance with your statutory rights.

Please contact us within a reasonable timeframe of receipt of the item to arrange a FREE return if your item was home delivered. You can also return the item to your nearest Smyths Toys Superstore - ensure you bring a copy of your order confirmation as this will act as proof of delivery.

In all cases, this item will be inspected and if it is confirmed as faulty then we will issue a suitable form of redress (replacement/repair/refund).

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.

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 and may be destroyed by us after this time where the cost of re-shipping the item to the customer has not been received.

For help and advice on what to do where you believe an item to be faulty, please see our Returns FAQ’s. We suggest that before youreturn an item as faulty, please ensure you have checked the batteries, please note that all our toys work best with alkaline batteries.

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.

LEGO can be called on 00800 5346 5555 or contacted via their website http://service.lego.com/en-gb/contactus. If you would like to order the parts online, please click here and follow the 7 simple steps.

Make sure you have the part number, design number (on the side of the box) and the name of the set ready and you will be sent the missing part(s) as promptly as possible.

 

We always look to resolve issues directly with our customers and our customer service team are happy to assist with your queries. Under European Legislation, if you are not satisfied with the way that we propose to resolve any issue you have with a product you have ordered from our website, you may raise a complaint with the European Online Dispute Resolution Platform. You can raise a complaint here.

In-Store Purchases & In-Store Home Delivery Orders

Please Note: Items purchased in store must be returned to any Smyths store nationwide. Find your nearest store using our Store Locator.

Christmas Returns Policy

We've extended our returns policy for Christmas. Items purchased from September 2019 can be returned up until 28 days after Christmas Eve until 21st of January 2020.

Unwanted Items

We are happy to exchange or refund items if returned to a store within 28 days of purchase, provided the goods are unused, unopened, in original packaging with all materials, manuals and accessories intact and accompanied by a valid Smyths Toys receipt.

Where an item is damaged or returned otherwise than as per our stated requirements above, we reserve the right to refuse redress.

Items paid for in-store and delivered to the customer’s home address should be returned to your local store in the event that an exchange or refund is required, in line with our in-store returns policy.

Video Game & Nursery Products

For your benefit and for reasons of product integrity and hygiene, we cannot offer refunds or exchanges, unless faulty or not as described, on the following items: Nursery items, gift cards, and Software Zone items including but not limited to:

  • Digital downloads and ESD cards
  • Products containing downloadable content
  • Digital and games credit and subscriptions
  • Consoles and bundles
  • Computer or games software

This does not affect your statutory rights. Please see our tablets and games console FAQ's for useful tips and help on how to address set up, performance and other issues you may encounter.

Faulty Item

In the unlikely event that you receive a faulty item, you may return this item to us in accordance with your statutory rights.

In all cases, this item will be inspected and if it is confirmed as faulty then we will issue a suitable form of redress (replacement/repair/refund).

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.

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 and may be destroyed by us after this time where the cost of re-shipping the item to the customer has not been received.

For help and advice on what to do where you believe an item to be faulty, please see our Returns FAQ’s. We suggest that before youreturn an item as faulty, please ensure you have checked the batteries, please note that all our toys work best with alkaline batteries.

All Other Information

Info: You should receive notification of your refund within 7 working days after your parcel has been returned. If you have not received notification of your refund within 7 working days please contact us.

Please note: any returns queries raised after 10 days may not be offered redress.

Cooling Off Period

There is a cooling off period of 14 days during which you have the right to cancel your order. You must provide notice of cancellation no later than 14 days after the receipt of goods through one of the following mediums:

We will refund the original purchase price and delivery charge provided that the goods are returned to us in their original condition. Where the returned/cancelled item forms part of a larger order all of which is not being return, the original delivery charge will continue to apply.

Returning Incorrect Items

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.

Please note that some items may be dispatched in an outer carton that differs in description to that of the items ordered. Where you have received the incorrect items, we will arrange collection of the incorrect items on a date suitable for you within 7 days of the correct item being delivered. Where the correct item has been delivered and the incorrect item has not been collected or otherwise returned to us, then you will be liable for the cost of the incorrect item(s).

Forms of Redress

The acceptable forms of redress for any Return whether online or in store are a Repair, Replacement or a Refund.

Other

We always look to resolve issues directly with our customers and our customer service team are happy to assist with your queries. Under European Legislation, if you are not satisfied with the way that we propose to resolve any issue you have with a product you have ordered from our website, you may raise a complaint with the European Online Dispute Resolution Platform. You can raise a complaint here.