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Help & FAQ's

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

How long does it take for an order to be delivered?

There are different shipping options: Standard Shipping and Express Shipping

Express Shipping

Order by 5pm for next working day delivery. This excludes orders for large, bulky goods. Our express shipping service excludes Scottish Highlands and Islands and Northern Ireland. You will receive an email on dispatch of your order and also a text & email on the morning of delivery. Text & email alerts also offer you further delivery options such as changing delivery date or leaving with neighbour or in a safe place.


Working days are Monday to Friday, excluding public holidays. Any orders placed after 4pm on Friday or over the weekend will be considered as being placed the following working day. Unfortunately, we are unable to offer this service to our Scottish Highlands and Islands and Northern Ireland customers as the courier is unable to deliver next working day to these regions. For more information on orders containing large, bulky items and deliveries to Northern Ireland please see below.


Standard Shipping

Order by 5pm for delivery in 2 to 4 working days. This excludes orders for large, bulky goods. Our standard shipping service excludes Northern Ireland. You will receive an email on dispatch of your order. Working days are Monday to Friday, excluding public holidays. Any orders placed after 5pm on Friday or over the weekend will be considered as being placed the following working day.


For more information on orders containing large, bulky items and deliveries to Northern Ireland please see below.


Shipping to Northern Ireland

Order by 2pm for delivery in 1 to 3 working days. This excludes orders for large, bulky items. Working days are Monday to Friday, excluding public holidays. Any orders placed after 2pm on Friday and over the weekend will be considered as being placed the following working day.


Shipping of Large, bulky Items

Delivery of large bulky items can take between 3-6 working days. If your order contains a large or bulky item you will be notified of the time frame at the checkout. Large, bulky items are typically products that weigh over 30kg. However, some items under 30kg may be classed as large or bulky due to the products dimensions. Please note drivers may require the assistance of 1 or more persons upon delivery of larger/bulkier goods.

Please note that these delivery times are only guidelines and are not 100% guaranteed due to certain factors which are outside of our control.

How much will my shipping costs be?
How do I track my order?

Express Shipping:

You will receive an email upon dispatch which includes a link to track your order. Please be aware that there may be a delay between this email and your order being available for tracking.


You will also receive a text & email on the morning of delivery. Text & email alerts also offer you further delivery options such as changing delivery date, instructions to leave with neighbour or in a safe place.


Standard Shipping:

You will receive an email upon dispatch which includes a link to track your order. Please be aware that there may be a delay between this email and your order being available for tracking.

For a guide to Hermes tracking status's please click here (Guide to Hermes Tracking) <link to Hermes Guide>.


Large Bulky Items

You will receive an email upon dispatch which includes your tracking number and details on how to track your order. Please be aware that there may be a delay between this email and your order being available for tracking. The courier company will call you to organise a suitable delivery day. Please note delivery will not take place until arranged with the courier.

How does Click & Collect work?

Please click here for information on how our Click & Collect works.

How does Pre Order work?

Please click here for information on how our Pre-Orders work.

What delivery options are available?
How much will my shipping costs be?
Standard Shipping:

Standard shipping is FREE for all orders over £20. There is a £2.99 charge for orders between £10 and £20 and £4.99 charge for all orders under £10.

Delivery to Scottish Highlands & Islands and certain Scottish areas: shipping charge of £9.99 may apply for orders containing larger or multiple items.

Express Shipping

Express shipping is £3.99 for all orders over £20; £6.99 for all orders between £10 and £20 and £8.99 for all orders less than £10. This excludes deliveries to Scottish Highlands and Islands, Northern Ireland and excludes orders for large, bulky goods.

Shipping to Northern Ireland

Shipping is FREE for orders over £20. If your order is less than £20, there is a delivery charge of £4.99. This excludes orders for large, bulky goods.

Shipping of Large, bulky Items

Shipping charges for large bulky goods will be £19.99 or £29.99. If your order contains a large or bulky item you will be notified of the charge at the checkout. Large, bulky items are typically products that weigh over 30kg. However, some items less than 30kg may be classed as large or bulky due to the products dimensions.

How do I track my order?
How do I track my order?
Express Shipping:

You will receive an email upon dispatch which includes a link to track your order. Please be aware that there may be a delay between this email and your order being available for tracking.

You will also receive a text & email on the morning of delivery. Text & email alerts also offer you further delivery options such as changing delivery date, instructions to leave with neighbour or in a safe place.

Standard Shipping:

You will receive an email upon dispatch which includes a link to track your order. Please be aware that there may be a delay between this email and your order being available for tracking.

For a guide to Hermes tracking statuses please click Guide to Hermes Tracking

Large Bulky Items

You will receive an email upon dispatch which includes your tracking number and details on how to track your order. Please be aware that there may be a delay between this email and your order being available for tracking. The courier company will call you to organise a suitable delivery day. Please note delivery will not take place until arranged with the courier.

What does my Order Status mean?

If you are a registered customer, you can view your order status by logging into your account and clicking View Orders.

Order status is different from tracking information:

Your Order Status is supplied by Smyths Toys, and details what is happening with your order between the time you place it and the time it is dispatched from our warehouse. Once your order is processed and leaves our warehouse, it is handled by our delivery carriers.

What time of the day will I receive my order?
Express shipping (Excluding Scottish Highlands & Islands)

On the morning of delivery, you will receive a text from our delivery carriers advising of a one hour time slot in which you should expect your order. If this time is inconvenient you can re-schedule the delivery date, request to leave with a neighbour or in a safe place via the text from the courier. Please note, requesting the courier to leave in a safe place is at your own risk.

Standard Shipping (Including Scottish Highlands and Islands)

You will receive an SMS from the courier advising of your delivery date. Orders are delivered between 8.00am and 6.00pm on working days, Monday to Friday, excluding public holidays although occasionally the driver may deliver on a Saturday but this is not guaranteed.

Large, bulky goods:

The courier will contact you by phone prior to delivery to arrange a convenient time and date. Please note delivery will not take place until arranged with the courier.

If convenient, we can deliver your order to your work address. Should you wish to have your order delivered to your work address, please enter this in the Delivery Details section of the checkout. Please include the company name if applicable.

What happens when I am not at home when my delivery arrives?
Express shipping (Excluding Scottish Highlands & Islands)

Our courier will attempt delivery three times. However, they will always aim to deliver first time.

On the morning of delivery you will receive a text advising the one hour time slot in which you can expect your delivery to take place. Text alerts also offer you further delivery options such as changing delivery date; leave with neighbour or in a safe place. Please note, requesting the courier to leave in a safe place is at your own risk.

If you are not home when the order arrives the courier will try to deliver to a neighbour, either side or opposite your property, provided they can obtain a signature. A calling card will be left at the delivery address to advise you and your tracking will also update to reflect this.

If the courier is unable to deliver to a neighbour, they will leave a calling card and also send an email and SMS notification to advise you of the attempted delivery and these notifications allow you to rearrange an alternative date.

The courier will automatically attempt delivery on two further consecutive working days. If unable to deliver they will hold the parcel in the local depot for a further 2 days, awaiting a response from the recipient. If at this stage, no further delivery instructions are received, the parcel will be returned to our warehouse.

Standard Shipping (Excluding Northern Ireland)

Our courier will attempt delivery three times. However, they will always aim to deliver first time. If you are not home when your order arrives the courier may leave the order with a neighbour or in a safe location at your property. A calling card will be left to advise the location of your order.

If the courier is unable to deliver to a neighbour or a safe place, a calling card will be left to advise you. The courier may leave a telephone number so you and the courier can arrange a mutually convenient delivery date. However, this is entirely at their discretion. The courier will attempt a further two times. If after three attempts the courier is unable to deliver, the order will be

returned to our warehouse. Once your order is delivered or delivery has been attempted, your tracking will update to reflect this.
Large, bulky goods:

The courier will contact you by phone prior to delivery to arrange a convenient time and date. Please note delivery will not take place until arranged with the courier.

If convenient, we can deliver your order to your work address. Should you wish to have your order delivered to your work address, please enter this in the Delivery Details section of the checkout. Please include the company name if applicable.

Why has my order not been delivered and returned to you?

The most common reason for this is because our courier attempted delivery and were unable to deliver. Please check your tracking for further information. The order will be returned to our online warehouse and we will issue a refund, you may incur a shipping charge.

Why has my order been cancelled?

Orders can be cancelled if we experience a stock fulfilment issue with the order.

Orders can also be stopped automatically by our online security system. There are a number of reasons why an order may be cancelled by our online security system. One of the most common reasons is because the card holder name and/or billing address details provided do not match the details that the bank or card provider has on record for them.

You will receive an email notification if your order is cancelled and payment will not be taken, however, it may take the bank 5-8 working days to release any pre-authorisation that may have been placed on the funds. This may take longer depending on your bank. Unfortunately, this is completely outside of Smyths Toys control. Once an order has been cancelled it cannot be reactivated.

My parcel is shown as having been delivered but I have not received it.

If our courier was unable to deliver to your address, they may have delivered the order to one of your neighbours or left your order in a safe place. A calling card will be left at your property and your tracking will have updated to advise the location of your order. Your tracking will also have updated.

I have received the wrong items.

If you believe you received the wrong items in your order, please Contact Us and we will resolve as promptly as possible.

How can I get my order to arrive faster?

We offer an Express Shipping service for customers , excluding delivery to Scottish Highlands & Islands and orders for large bulky items.

Order by 5pm for next working day delivery. Working days are Monday to Friday, excluding public holidays.

Please note this option must be selected at the checkout. Orders cannot be upgraded to Express Shipping after the order has been placed. This service excludes orders with large, bulky items and this service is not available to customers in the Scottish Highlands and Islands and Northern Ireland.

Can I ship one order to multiple addresses?

No, currently, we are unable to ship one order to multiple addresses.

Where do you deliver to?

We deliver to all postcodes in the UK, including the Scottish Highlands and Islands*, Isle of Man, Isle of Wight and BFPO located in Mainland UK.

*Please note, some items may not be available for delivery to the Scottish Highlands & Islands due to courier restrictions.

We also deliver to the Republic of Ireland. If you wish to ship to the Republic of Ireland please select "Switch to ROI Site" at the top of the page or click here. We do not deliver to Jersey, Guernsey or BFPO located outside of Mainland UK. We do not deliver outside of Mainland UK, Northern Ireland or the Republic of Ireland.

Can I request a specific delivery date / time when I place my order?

Currently, you cannot request a specific delivery date or time when you place your order. However, for Express Shipping, on the date of delivery you will receive an email and text advising of the one hour time slot in which you can expect delivery. If this is not convenient, you will be given the option to re-schedule this delivery.

This option does not apply to orders being delivered to the Scottish Highlands and Islands or orders with large, bulky items.

What if the delivery date has passed and I still don't have my order?

Please note that delivery dates are estimates only and are not guaranteed. Delivery dates can change due to factors outside of our control. Please check your tracking for the most up to date information on your order. If your order has not arrived within the stated time, please contact us.

Are all orders delivered by your couriers discreetly packaged?

We make every attempt to ensure all items are packaged discreetly. However, we are unable package some larger goods and large, bulky items and these may be delivered in original packaging. Please consider getting these delivered to work address, relatives or neighbours if you are purchasing larger items for birthday or Christmas presents.

How can I pay for an online order?
You can pay by the following methods:

• Visa
• MasterCard
• Debit Cards
• American Express
 

We do not accept:

• Maestro
• Cheques or postal orders
• Cheques or postal ordersEurocheques
• Cash in any currency
• Purchase orders
• Smyths Toys Gift Cards
• Love to Shop Vouchers

Do I need to set up an account?

You are not required to create an account to place an order with us.

By creating an account, you can access the following:

• Your order status
• Your order history
• Your wishlist
• Manage your addresses

If you wish to create an account, please click the My Account option at the top of your screen and entering your details. Alternatively, please click here.

How do I set up an account?

You can create an account by clicking the My Account option at the top of your screen and entering your details. Alternatively, please click here.

By creating an account, you can access the following:

• Your order status
• Your order history
• Your wishlist
• Manage your addresses

How do I return an unwanted item that I have purchased online?

If you wish to return an unwanted item, you may do so, once you notify us within 28 days of receipt of the order via the online Contact Us form. We will be in touch as soon as we are notified of the return. The item must be unused, in its 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. You must also ensure that you quote your order reference (WSU) number on the return. 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. Details of how to return an item to us are also outlined on the Despatch Docket included in your delivered package.

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. You may also return goods purchased online to your local store provided you have a copy of your despatch confirmation email.

We cannot offer refunds or exchanges, unless faulty or not as described, on the following items:

Nursary (Baby) items, for hygiene reasons Computer games, consoles or tablets where the seal has been broken

This does not affect your statutory rights.

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:

Online contact form Online order cancellation, or By telephone call.

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. You will be liable for the cost of returning the goods to us and must ensure that they are returned in protective packaging.

My online order was damaged in transit. How do I return it?

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, then you must notify us within 48 hours via our online Contact Us form.

We will provide you with a free Collect Plus returns label for this item. You can obtain a returns label by visiting www.collectplus.co.uk and following the instructions.

Please ensure you also complete and return your delivery slip and a note advising of the nature of the damage. This will enable our warehouse to process the return as promptly as possible.

Please note, this service is only available for products that weigh less than 10kgs and are within the dimensions 50cm (l) x 30cm (w) x 30cm (h), if it falls outside of these dimensions, please Contact Us.

Upon return the item will be inspected and once confirmed the damage was caused in transit, we will issue a refund or replacement as per your request.

Alternatively, if more convenient, you can return the item to your local store. The store will inspect the item and, once deemed damaged in transit, will offer the appropriate form of redress. Please have your dispatch note at hand when returning as this is your proof of purchase.

We are unable to accept a return of goods damaged in transit unless you notify us within 7 days of receipt of your order.

My online order is faulty. How do I return it?

In the unlikely event that you receive a faulty item you may return this item to us in accordance with your statutory rights. We will provide you with a free Collect Plus returns label for this faulty item. Alternatively, please Contact Us and we will advise accordingly.

You can obtain a returns label by visiting www.collectplus.co.uk and following the instructions. Please ensure you also complete and return your delivery slip and a note advising of the nature of the fault. This will enable our warehouse to process the return as promptly as possible.

Please note, this service is only available for products that weigh less than 10kgs and are within the dimensions 50cm (l) x 30cm (w) x 30cm (h), if it falls outside of these dimensions, please Contact Us.

Upon return the item will be inspected and once deemed faulty, we will issue the appropriate form of redress (replacement / repair/ refund) which is at our discretion. Please note, we are unable to offer a refund if the item is returned after 28 days from the date of receipt.

If an item is not deemed faulty following inspection, then we are unable to offer a replacement or refund and this item will be returned to you.

Alternatively, if more convenient, you can return the item to your local store. The store will inspect the item and, once deemed faulty, will offer the appropriate form of redress. Please have your dispatch note at hand when returning as this is your proof of purchase.

Before returning please ensure you have checked the batteries, please note that all our toys work best with alkaline batteries.

Please note, Games Consoles & Tables are not included in the above. For information on these items, please see below.

How do I return an unwanted large bulky item purchased online?

For the purposes of this returns policy, "large bulky item" means any item that is over 45kg. For example, 13 foot trampoline and enclosure or large outdoor playhouse. The following applies should you wish to return a large item:

If you are unhappy with your large item, you may return it to us within 28 days of the date of delivery. The item must be in its original condition, with all packaging materials, manuals and accessories intact.

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. You are responsible to pay the cost of returning the goods and must ensure that it is returned in protective packaging.

If you would like to return the item please notify us of this return via our online Contact Us form.

I ordered a large bulky item but it is damaged / faulty, what can I do?

Please Contact Us or your local store immediately. In order to cause the least amount of inconvenience to you, where possible, we will source replacement parts to resolve the issue as promptly as possible.

In cases where replacement parts cannot be obtained, alternative methods of resolve will be offered and arranged by our Customer Service team.

I need help setting up my Games Console or Tablet.
Useful Tips:

1. Most issues regarding set up and performance can be resolved over the phone in the comfort of your own home, by contacting the supplier helplines below:

Manufacturer
Contact Details

Samsung 0818 717 100
Microsoft (X Box 360 / One) 0844 545 8143 www.support.xbox.comSony (PS3 / PS4 / PS Vita) 0084 736 0595
Nintendo (DS / 3DS, Wii / Wii U) 0345 60 50 247
Kurio 0115 846 4256
Nabi 0203 695 2129 nabicares@nabitablet.co.uk
Wikipad 02890 430 475
Meep 0871 222 1966
Leapfrog Leapad 01702 200 244 support@leapfrog.com

2. If you are still struggling, your local store manager will be able to find the email address or phone number you need.

3. Please can you make sure that you check your items carefully before they are used or installed, for example, all our tablets will require wifi. A broadband dongle will not work.

4. We also recommend that you keep your receipt, as you will need it as proof of purchase in the event of any after sales query.

I believe my Games Console or Tablet is faulty. What do I do?
If there is a fault and it's outside of 28 days

1. If the item is faulty and it has been 28 days or more since the date of purchase, then you will need to contact the supplier directly and arrange a repair. For contact details, please see question: "I need help setting up my Games Console or Tablet."

2. The Games Console and Tablet returns policy we have in place dictates that the suppliers must be contacted in the unlikely event of a fault. Unfortunately, our staff do not possess the technical expertise required to deem the items faulty, therefore, we must refer you to the suppliers as they are in the best position to help our customers with product queries.

3. For all tablets and game consoles, please ensure that you hold onto all packaging, as any products which are found to be faulty but are missing any components or accessories, including the box, will not be eligible for return.

4. If the item is not deemed to have a genuine manufacturing fault and the issue is due to accidental damage or mis-use, for example a cracked screen, water damage, damaged charging port through force or other physical damage to the unit, then the product cannot be returned.

Please refer to the contact details provided in question: "I need help setting up my Games Console or Tablet." Where you can arrange a repair with the manufacturer. Please note that charges will general apply for this repair.

If there is a fault and it's within 28 days

1. Most issues regarding set up and performance can be resolved over the phone in the comfort of your own home, by contacting the supplier helplines listed. For contact details, please see question "I need help setting up my Games Console or Tablet."

2. You can bring the item into your local store where we will need to confirm the fault with the supplier. If no fault is confirmed, unfortunately we cannot accept the return of the product.

3. For all tablets and game consoles, please ensure that you hold onto all packaging, as any products which are found to be faulty but are missing any components or accessories, including the box, will not be eligible for return.

4. If the item is not deemed to have a genuine manufacturing fault and the issue is due to accidental damage or mis-use for example a cracked screen, water damage, damaged charging port through force or other physical damage to the unit, then the product cannot be returned.

Please refer to the contact details provided in question: "I need help setting up my Games Console or Tablet." Where you can arrange a repair with the manufacturer. Please note that charges will general apply for this repair.

If there is a fault and you do not have any proof of purchase

1. Due to the fact these products are sold in multiple retailers, we cannot accept products which are not accompanied by valid proof of purchase. Proof of purchase is a valid receipt or an online sale invoice. Please contact the supplier directly. For contact details, please see question "I need help setting up my Games Console or Tablet."

2. If the item is not deemed to have a genuine manufacturing fault and the issue is due to accidental damage or mis-use for example a cracked screen, damaged charging port through force or other physical damage to the unit, then the product cannot be returned.

3. For all tablets and game consoles, please ensure that you hold onto all packaging, as any products which are found to be faulty but are missing any components or accessories, including the box, will not be eligible for return.

Please refer to the contact details provided in question: "I need help setting up my Games Console or Tablet." Where you can arrange a repair with the manufacturer. Please note that charges will general apply for this repair.

If you have purchased online:

1. If you have ordered online, you have a right to return your order within 14 working days of receiving your goods. Please note that this does not apply to items that have been opened. Please note, you will be responsible for return postage costs.

2. Please refer to customers helplines listed in the question "I need help setting up my Games Console or Tablet." for any download issues

If you believe your item is faulty, please follow the guidelines listed in the question “I believe my Games Console or Tablet is faulty. What do I do?”.

This does not affect your statutory rights.

I no longer want my Games Console or Tablet. Can I return it?

1. Please note that we can only accept returns of tablets or game consoles within 14 days of purchase, and products must be in their original unopened packaging.

2. We can only accept returns with a valid proof of purchase. This can be a sales receipt or an online sales invoice. Due to the fact these products are sold in multiple retailers, we cannot accept products which are not accompanied by valid proof of purchase.

3. We cannot accept unwanted items that have been opened or have been used. Opened games cannot be returned.

If you have purchased online:

1. If you have ordered online, you have a right to return your order within 14 working days of receiving your goods. Please note that this does not apply to items that have been opened. Please note, you will be responsible for return postage costs.

2. Please refer to customers helplines listed in the question "I need help setting up my Games Console or Tablet." for any download issues

3. If you believe your item is faulty, please follow the guidelines listed in the question “I believe my Games Console or Tablet is faulty. What do I do?”.

This does not affect your statutory rights.

Do I have to pay to return an unwanted online order?

Yes you will be liable for the cost of returning unwanted goods and must ensure that they are returned in protective packaging. We will only accept unused goods that are returned in their original condition.

Please note that we are unable to except certain goods due to hygiene reasons.

What are your returns policies for items purchased In Store?
Unwanted Item

We are happy to exchange or refund merchandise items if returned within 28 days of purchase, provided the goods are unused, unopened and in all original packaging. Goods must be accompanied by a valid Smyths Toys receipt.

If you wish to return an unwanted item outside of the 28 days, the decision to accept the item is at the discretion of the Store Manager.

For product integrity and hygiene reasons we are unable accept a return on Software and Nursery (Baby) items if the product has been opened.

Manufacturing Faults

If you suspect your product has a manufacturing fault, please return the item to your local Smyths Toys Store within a reasonable timeframe. If possible, please bring along your proof of purchase.

The store will inspect the item and, once deemed faulty, offer the appropriate form of redress. The form of redress offered is at the stores discretion. Please note, we are unable to offer a refund if the item is returned after 28 days from the date of purchase.

If the item is not deemed to have a genuine manufacturing fault (the issue is due to accidental damage or mis-use) we will be unable offer redress. Please note this does not apply to some Baby Products and Games Consoles & Tablets.

Nursery (Baby) Products

Please note for some baby items that appear faulty, we may need to consult with the supplier prior to offering any form of redress.

Games Consoles & Tablets

Please note for Games Consoles & Tablets that appear faulty, you will need to contact the manufacturer directly. Please see questions below for further information.

Please note the following in relation to In Store Returns:
Your Receipt

Your receipt is your proof of purchase and your warranty.

28 Day Returns Policy

If your unwanted return does not meet the requirements of our 28 day returns policy, the decision to accept the return is at the discretion of the Store Manager. We are unable reverse the Store Manager’s decision.

Forms of Redress

The acceptable forms of redress are a Repair, Replacement or a Refund. The form of redress offered is at the retailer’s discretion.

I have purchased an item online, can I return it to my local store?

Yes, you can return an item purchased online to your local store. If you wish do so you must bring the following:

A copy of your dispatch confirmation email as proof of purchase The card used to pay online so the store can process the refund if required

Please note the following in relation to returns:

If unwanted, the product must be unused, unopened and in original packaging If the product is damaged or faulty the item will be inspected in store and, once deemed to have been damaged in transit or have a genuine manufacturingfaultyou will be offered the appropriate form of redress

I have purchased an item in store, can I return it by post?

No, we are unable to accept items purchased in store by post. Items can be returned to any Smyths Toys store nationwide.

My LEGO set is missing a piece, what do I do?

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 use the following link and follow the 7 simple steps. https://service.lego.com/en-gb/replacementparts#BasicInfo

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.

How can I check stock availability in my local store?
How can I check stock availability to purchase online?

Select the Home Delivery radio button. If the item is available to buy online the website will state In Stock & the ‘Add to basket’ button will be blue.

If the item is not in stock for home delivery, the website will state Out Of Stock. If there is no Home Delivery radio button, the item is not available for home delivery.

If the item is coming into stock at a later date, an expected date may be shown. You may also have the option to pre-order the item.

Can Customer Service check stock for me?

Customer Service cannot access stock information and will be unable to advise any further than as advised on our website.

The item I want is not in my local store, can I get it transferred from another store?

No, unfortunately, we are unable to provide a stock transfer of any item between our stores.

The item I want is not available to purchase online, can I get it sent to me from a store?

No, unfortunately, we are unable to arrange for a store to send the item directly to you as we would have no way to process to payment.

The item I want is out of stock, what can I do?

We offer a pre-order service on a wide range of products including new releases of computer games, newly released toys and items that are out of stock. Items can be ordered for Home Delivery or Click & Collect. Please click here for more information on Pre-order

Can I reserve the item I want online and pick it up at my local store?

We offer a FREE Click & Collect service in all our stores on a wide range of items. Please click here for more information on Click & Collect

If I use Click & Collect, willl I be given a deadline to collect the item in the store?

Orders will be held for collection until close of business 2 days following your order date. Your order date will be noted at the top of all email correspondence.

For example, if you order on Monday, your order will be held for collection until close of business on Wednesday.

Does Click & Collect guarantee the price?

As part of Smyths Toys Price Promise, we will always charge the lower price regardless of whether the price has reduced or increased at the point of collection.

Is payment taken at time of placing a Click & Collect order?

No, payment will not be taken until the order is collected from your chosen store.

If you fail to collect your order within the specified time, the items will no longer be held for you and your order will be cancelled. No payment will be taken and a request will be automatically sent to the bank for the pre-authorised amount to be released. It may take a number of banking days for the pre-authorisation to lapse on your card, this depends on the bank of issue. Unfortunately, this completely outside of Smyths Toys control.

Can I cancel or change my Click & Collect order?

No, you will be unable to cancel or amend your Click & Collect order once placed. If your order is not collected within the specified time, the order will be automatically cancelled. No action is required by you. No payment will be taken and a request will be automatically sent to the bank for the pre-authorised amount to be released. It may take a number of banking days for the pre-authorisation to lapse on your card, this depends on the bank of issue. Unfortunately, this completely outside of Smyths Toys control.

I wish to return my Click & Collect order, how can I do this?

Please refer to our Returns Policy & Returns FAQ’s for further information.

Should you wish to return an item, please bring your E-Receipt email as proof of purchase. The till receipt you would have received in store is not sufficient proof of purchase.

How does Pre-order work?

Please click here for more information on Pre-order

Does the Pre Order guarantee the price?

As part of Smyths Toys Price Promise, we will always charge the lower price regardless of whether the price has reduced or increased at the point of to dispatch / collection.

Is payment taken at time of placing order?

No, payment will not be taken until the item is dispatched or collected from your chosen store. Make sure the payment card you use for Pre Order will still be valid when the items is available and will be capable of accepting the payment at that time – Failure on either on these counts may result in your Pre Order being cancelled and stock will not be dispatched or reserved at your chosen store.

I have pre-ordered to collect in store, do I have a deadline to collect the order?

Yes, the item will be held for you for 2 days from when you receive your email confirming the item is available. Failure to collect within the advised time will result in your order being cancelled.

The stock date has passed and I not yet received my pre-order email, what do I do?

If you have not received any email correspondence in relation to your Pre Order, please check your spam or junk mail. If you still cannot locate the email, the most common reason for this occurring is because the incorrect email address was entered at the point of Pre Order. Please contact us for further assistance.

Can I cancel my pre-order?

Please contact us and we can cancel your pre-order.

I wish to return my pre-order, how can I do this?

Please refer to our Returns Policy & Returns FAQ’s for further information.

Should you wish to return an item, please bring your E-Receipt email as proof of purchase. The till receipt you would have received in store is not sufficient proof of purchase.

The card I entered to pre-order will have expired when the item is released, what can I do?

You will receive an email shortly before your order is ready requesting updated card details. Alternatively, you can cancel your current Pre Order and place a new one with your updated details as promptly as possible. For security & data protection reasons, we do not hold our customers card details on our website, therefore, we do not have the facility to allow customers update card information via our website. Our Customer Service Team do not have the ability to update card details as they would not have access to customers card information.

Why have I have received an email asking to update my details?

There are a number of reasons why we require updated card details. The most common reasons are as follows:

The card entered at the time your Pre Order was placed has now expired Incorrect card details were entered at the time your Pre Order was placed There are insufficient funds in the account.

Please note: If you do not update your card details, your order will be cancelled and the item will not be reserved / dispatched.

What is the best way to get in touch with Customer Service?

The best way to get in touch with our Customer Service Department is to fill in a Contact Us form on our website. Our Customer Service team will investigate your query and be in touch as promptly as possible.

Can I send a letter to the Customer Service Department?

Yes, you can send a letter to our Customer Service Department. Once received, a member of staff will be in touch via return letter, or via phone or email if these contact details are provided.

Our postal address is:

Customer Service Dept.
Smyths Toys HQ UC,
Lyrr Building 1,
Mervue Business Park,
Galway,
Ireland

The quickest way to get in touch with our Customer Service Deptartment is to fill in a Contact Us form on our website. Our Customer Service team will investigate your query and be in touch as promptly as possible.

I have filled out a Contact Us form, when should I expect a response?

Our Customer Service team endeavour to respond and resolve to all queries within 48 hours or less depending on the time your query was logged. Due to the volume of queries during the Christmas Season, response times may be slightly longer.

Please note, repeatedly submitting your query via the same ticket number will push your query back the queue and will cause delays in us getting back to you.

I have filled out a Contact Us form, will I receive an email to confirm it has been received?

Yes, once you submit your query, you will instantly receive an automated email confirming that your query has been received. This email will include your details and the query submitted. If you do not receive this email, please check your spam / junk mail.

If you still cannot find this email, the most common reason for this occurring is the incorrect email address was entered when filling out the Contact Us form. We would recommend submitting the query again and ensuring your email address is correct.

Can I reach Customer Service by phone?

The best way to get in touch with our Customer Service Dept is to fill in a Contact Us form on our website. Our Customer Service team will investigate your query and respond as promptly as possible. You can reach our Customer Service Team on 0333 344 1157

Calls are charged at a local / national rate. Calls from mobiles may vary.

Lines are open during the following hours:

Monday – Friday: 9.00am – 8.00pm
Saturday: 9.00am – 5.30pm
Sunday and Public Holidays: 10.00am – 6.00pm

Please note, we cannot accept calls from the WeQ4U app.

All charges include VAT. Mobile phone charges may vary. Callers under 18 must have phone owner's permission before calling.

The Service Provider is:

Smyths Toys HQ UC,
Lyrr Building 1,
Mervue Business Park,
Galway,
Ireland.

Can I reach your stores by phone?

Yes, our store phone numbers are listed on your receipt. Please note, due to the volume of calls our stores receive on a daily basis, especially around the Christmas Season, some customers do experience issues reaching the stores by phone.

If you have a query in relation to stock availability, please check our website for the most up to date stock information. You can also find information on store opening hours and locations by visiting our Store Locator.

How do I sign up to get a Smyths Toys Winter or Baby Catalogue sent to me?

Click Request a Catalogue to sign up to get the 300 page Winter Catalogue or Baby Catalogue sent directly to your door free of charge.

Please note: While you can sign up all year round the Winter Catalogue & Baby Catalogue are only sent once a year.

The Winter Catalogue is sent in mid to late September & the Baby Catalogue is sent in March.

How do I change my home address for the Smyths Toys Winter or Baby Catalogue?

Please Contact Us if you require amendments to your current home address.

How do I unsubscribe for the Smyths Toys Winter or Baby Catalogue?

Please Contact Us if you wish to unsubscribe from our catalogue mailing list.

Can I sign up to receive emails from Smyths Toys?

We send out email campaigns to our customers with special offers, deals, discounts and money off vouchers.

Click Email Offers Sign Up to receive our email promotions.

All offers & promotions are valid while stocks last or for a specified amount of time.

All products and offers are subject to availability.

How do I unsubscribe from Smyths Toys Email Promotions?

There is an unsubscribe link on all our email promotions. Click this and enter your email address to unsubscribe from our mailing list.

Do you offer Online & In Store Promotions?

Yes, we offer various offers and promotion prices. All offers & promotions are valid while stocks last or for a specified amount of time.

All products and offers are subject to availability.

• Buy One Get One FREE refers to the least expensive items being free - you must add both items to your basket to avail of the FREE item
• 3 for 2 refers to buy 3 items and get the least expensive item free - you must add the three items to your basket to avail of the FREE item
• Buy One Get Second HALF PRICE refers to the least expensive being half price- you must add both items to your basket to avail of the discount

These offers will be discounted at the checkout. All promotional items will be stickered in store.

I have a Marketing / Sales proposal or a Buying enquiry, can Customer Service help?

If you wish, you may fill out a Contact Us form and our staff will be happy to forward your enquiry to the relevant department for review. The department involved will then be in touch if your proposal is of interest.

Our Customer Service Department will be unable to disclose details of staff members within Head Office and cannot transfer any phone calls.