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 do I complete a Return?

Please click here for information on our Returns Policy.

How does Click & Collect work?

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

How long do I have to collect my Click & Collect order?

Our free Click & Collect service will ensure your order is ready for you at your chosen store within 2 hours. This is subject to store opening times, order volumes and time order is placed. We will hold your Click & Collect order for you at your chosen store for 2 days (from the date of order).

For further information on Click & Collect, please click here.

How does Pre-Order work?

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

Delivery Guidelines: When can I expect my order?

We offer a number of different shipping and delivery options. Requirements and cut off times may vary depending on your region so please check the specific requirements for your region carefully.

Click here to see Shipping & Delivery information.

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. This excludes orders for large, bulky goods.

Delivery to Scottish Highlands & Islands and certain Scottish areas: shipping charge of £4.99. This excludes orders for large, bulky goods.

Express Shipping

Express shipping is £2.99 for all orders over £25; £6.99 for all orders between £10 and £25 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

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. This excludes orders for large, bulky goods.

Shipping of Large, bulky Items

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?
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, 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. Delivery is 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 on Islands, the Scottish Highlands or Northern Ireland. Shipping charges apply.

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.

What is Click & Collect?

Click & Collect is a service that allows customers to reserve an item online and collect it in a store of their choice.

What do I need to bring to the store?

You will need to bring:

  • Your email confirmation from Smyths Toys, containing your unique order number and barcode. This can be printed or shown on a smart phone or tablet.
  • The credit card or debit card used to order the item online.
  • Photo identification.

Can someone else collect my order for me?

If a family member or friend is collecting your order for you, they must have the Ready-For-Collection email and a valid ID with them in-store. Please note, this excludes collection of Xbox All Access orders, these must be collected by the person who placed the order, with valid ID.

How long will my order be held in-store for?

Your order will be held in-store for 2 days following the date of order. We cannot hold orders longer than this. Once this time expires your order will be cancelled.

What happens if I don't collect my order within 2 days?

If you do not collect your order within 2 days, your order will be cancelled. On cancellation of your order, for any reason, the pre-authorisation hold on the card used for the order, will be released. It may take 5-10 working days for this process to be completed, depending on your bank or credit card provider. Please note, this delay is not on the part of Smyths Toys and is completely outside of our control. Once the pre-authorisation hold is released, the Smyths Toys transaction will disappear from your banking statement. This will not show up as a refund.

What is a pre-authorisation?

A pre-authorisation is a temporary hold of the full amount on the credit card or debit card used during your order. The pre-authorisation is not a charge and no funds are debited from your account.

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

• Visa
• MasterCard
• Debit Cards
• American Express
• Smyths Toys Gift Cards
 

We do not accept:

• Maestro
• Cheques or postal orders
• Cheques or postal ordersEurocheques
• Cash in any currency
• Purchase orders
• 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 (including pre-orders)
• Your order history (including pre-orders)
• 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
• Manage your addresses

When is payment taken?

No payment will be taken for your order until it is dispatched (home delivery orders) or collected (click & collect orders).

What is a recapture card email?

If for any reason we are unable to take payment from your card, you will receive an email from us requesting you to re-enter card details. This must be completed within 24 hours of the email being sent to gaurantee your order.

Will I get my item on release date?

Once payment has been received, we will aim to deliver (home delivery orders) or have available for collection (click & collect orders) your orders in the time outlined in your order confirmation emails. The official launch dates of items are subject to change, Smyths Toys cannot be held responsible for deferrals or delays in offical launch dates. We will endeavour to accurately indicate restock / back in stock dates for pre-ordered items, these dates may change due to circumstances outside of our control.

Can I cancel my pre-order?

You can cancel your pre-order at anytime before we have allocated stock. In relation to pre-orders where exclusive early content is provided as part of your pre-order, you will not be able to cancel this order once you have received this early content.

How do I return an unwanted item that I have 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.

If for any reason you are not happy with your purchase. We will accept returns of unwanted items within 28 days of purchase provided the goods are unopened and unused. All returns must be accompanied by a valid Smyths Toys receipt or, for online returns, your dispatch confirmation email including your order reference (UK000/IE000) number.

Key information
  • Items purchased in Store or with Click and Collect, must be returned to a Smyths Toys Store.
  • Items purchased online for Home delivery, may be returned to a Smyths Toys Store or to our Warehouse.
Collect Plus Returns

Simply follow the instructions by clicking the link here and then take your package to your nearest Collect Plus location, to begin its journey back to our Warehouse. Collect Plus can only accept parcels under 10kg in weight and with maximum dimensions of 60x50x50cm.

Your parcel and refund will be processed within 7 working days to the original method of payment.

Large / Bulky Returns

For the purposes of this returns policy, "large bulky item" means any item that is over 10Kg.

Large / bulky items purchased online, may be returned to a Smyths Toys Store or to our Warehouse with a courier of your choice to:

Smyths Toys
Unit 2 Max 500,
Max Park,
Bangrave Road South,
Corby,
Northamptonshire
NN17 1NN

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

Northern Ireland Returns

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

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

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.

Can I return my digital download purchase?

We cannot offer refunds or exchanges for digital downloads, ESD cards and products containing downloadable content.

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 dispatch email. 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.
  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.

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 Usform. 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 Usform.

Collect Plus Returns

Simply follow the instructions by clicking the link here and then take your package to your nearest Collect Plus location, to begin its journey back to our Warehouse. Collect Plus can only accept parcels under 10kg in weight and with maximum dimensions of 60x50x50cm. If it falls outside of these dimensions, please contact us.

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

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 faulty, 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.

Collect Plus Returns

Simply follow the instructions by clicking the link here and then take your package to your nearest Collect Plus location, to begin its journey back to our Warehouse. Collect Plus can only accept parcels under 10kg in weight and with maximum dimensions of 60x50x50cm. If it falls outside of these dimensions, please contact us.

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

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 30 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 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.

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.

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:
    • Samsung - 0818 717 100
    • Microsoft (Xbox 360 / One) - 0844 545 8143
    • Sony (PS3 / PS4 / PS Vita) - 0203 538 2665
    • Nintendo - (DS / 3DS, Wii / Wii U) - 0345 60 50 247
    • Leapfrog Leapad - 01702 200 244
  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 within 30 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.
  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 generally apply for this repair.
If there is a fault and it's outside of 30 days
  1. If the item is faulty and it has been 30 days or more since the date of purchase, the supplier will need to be contacted to arrange for an investigation/repair. Unfortunately, our staff do not possess the technical expertise required to deem the items faulty, therefore, the supplier will need to be contacted as they are best placed to help our customers with technical product queries.
  2. 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.
  3. 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 generally 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 generally 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.

This does not affect your statutory rights.

Useful Support Links:

Xbox Support: https://support.xbox.com/en-gb

PlayStation Support: https://www.playstation.com/en-gb/get-help/

Nintendo Support: https://nintendoservicecentre.co.uk/repair/11

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 30 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 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.

If you would like to order the parts online, please use the following link and follow the 7 simple steps - replacement parts.

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?

Yes, you can cancel your pre-order as long as the stock has not been allocated to your order and the pre-authorisation or payment has not been taken from your account. You can cancel or amend payment details for your pre-order in your Smyths Toys Account. If you do not have an account, you can do so via the following link: https://www.smythstoys.com/manage-preorder

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 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,
H91 K4HV

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.

*Hours are subject to change during peak times.

The Service Provider is:

Smyths Toys HQ UC,
Lyrr Building 1,
Mervue Business Park,
Galway,
Ireland,
H91 K4HV

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:

  • Customer Service Agents will not be in a position to sign-up customers over the phone.
  • 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.

General FAQ's

What is Xbox All Access?

With Xbox All Access, you get an Xbox One console and 24 months of Xbox Game Pass Ultimate, which includes access to over 100 high-quality games and online multiplayer with Xbox Live Gold, with no upfront cost. Customers who have made 18 full payments have the option to apply for an upgrade to the next Xbox console by entering into a new finance agreement and paying any applicable fees. With everything you need to play, Xbox All Access is the best value in gaming. From £17.99 a month with 0% APR for 24 months with Klarna^. If you miss two consecutive payments or do not make a full monthly payment, the interest free arrangement will cease and you'll be required to pay interest on all future payments at 18.9% APR representative (variable). If you already have a Klarna Credit account this purchase will be added to your balance^. Please see more details in the Klarna credit agreement here. Representative example: Representative 18.9% APR (variable) with an assumed credit limit of £750 and a purchase rate of 18.9% p.a (variable)

If the interest rate is 0%, why do you mention 18.9%?

In order to maintain your 0% p.a. promotional rate for your Xbox All Access purchase and avoid additional fees, you must pay the Interest-Saver amount before the due date shown on your statement each month. Please note, if you pay your minimum payment or miss two consecutive payments, this transforms your Xbox All Access 0% p.a. promotional rate to Klarna's standard account rate of 18.9% increasing the total amount you have to pay. To not miss a payment, Klarna recommends you set-up autopay for the Interest-Saver payment option. To do so, log into the Klarna app (or web) and select the ‘Payment Methods’ option from the settings menu and follow the instructions to link your Bank account. Representative example: Representative 18.9% APR (variable) with an assumed credit limit of £750 and a purchase rate of 18.9% p.a (variable).

Which Xbox One consoles can I buy with Xbox All Access?

Xbox One X, Xbox One S and Xbox One S All-Digital Edition console bundles, pending availability at participating retailers, can be purchased with Xbox All Access. Xbox All Access is not available for Xbox One pre-orders.

Where can I purchase Xbox All Access?

Xbox All Access is available to purchase for Home Delivery, Click & Collect or in store at Smyths Toys stores in England, Scotland and Wales. Xbox All Access is not currently available in our Northern Ireland stores.The purchase of Xbox All Access products involves customers enrolling for credit finance. This is a regulated activity that we are not currently licensed to offer to customers outside of England, Scotland and Wales.

Who can purchase Xbox All Access?

Xbox All Access is available to UK residents, who are over 18 years old, with the exception of Northern Ireland customers. The purchase of Xbox All Access products involves customers enrolling for credit finance. This is a regulated activity that we are not currently licensed to offer to customers outside of England, Scotland and Wales.

How can I purchase Xbox All Access?

Xbox All Access will be available to purchase for Home Delivery, Click & Collect or in store at Smyths Toys stores nationwide (excluding our Northern Ireland stores). To purchase Xbox All Access for Home Delivery or Click & Collect please click here. If you currently in a Smyths Toys store, you can purchase Xbox All Access here.

Can I purchase Xbox All Access with other products?

No, as Xbox All Access is purchased using Klarna as the payment option, you will need to purchase Xbox All Access separately

Can I use my credit card instead of Klarna financing for my Xbox All Access purchase?

No. Low monthly payments for Xbox All Access are only available through Klarna financing.

Can additional items be added to my Xbox All Access purchase for a low monthly price?

With Xbox All Access, you get an Xbox One console and 24 months of Xbox Game Pass Ultimate, which includes access to over 100 high-quality games and online multiplayer with Xbox Live Gold, with no upfront cost. Customers who have made 18 full payments have the option to apply for an upgrade to the next Xbox console by entering into a new finance agreement and paying any applicable fees. (Note: If you purchased an Xbox One X during the special upgrade offer, you may be able to upgrade earlier (see “What are the terms for the Xbox One X special upgrade offer?” FAQ below).) From £17.99 a month with 0% APR for 24 months with Klarna^.

While we’re always looking for new ways to give gamers the best value and choice, right now you can’t add other items such as Xbox accessories or extended warranties to be included in your Xbox All Access monthly payment at this time. However, additional items can be purchased separately. Representative example: Representative 18.9% APR (variable) with an assumed credit limit of £750 and a purchase rate of 18.9% p.a (variable).

Do Microsoft or Smyths Toys provide the financing for Xbox All Access?

No. Neither Microsoft nor Smyths are not extending credit and they do not determine credit terms or eligibility. Smyths is a credit broker and Klarna is the credit provider/ lender. Financing is issued and serviced solely by Klarna Bank AB (publ), Sveavägen 46, 111 34, Stockholm, Sweden. Klarna provides financing for Xbox All Access and determines qualifications for, and terms of, credit. You’ll receive a monthly statement notification via email with instructions on how to make a payment and an overview of your Klarna Account showing your Xbox All Access purchase. Customers also receive a push notification when the account statement is ready and viewable in the app.

With Xbox All Access, you have the option to upgrade. How does the Xbox All Access upgrade option work and where can I apply for an upgrade?
  1. Customers have the option to apply for an upgrade to the next Xbox console (expected end of 2020) after making the equivalent of 18 full payments. (Note: If you purchased an Xbox One X during the special upgrade offer, you may be able to upgrade earlier (see “What are the terms for the Xbox One X special upgrade offer?” FAQ below).) Check your upgrade eligibility with Klarna at https://www.klarna.com/uk/customer-service/.
  2. Once you’ve confirmed that you’re eligible to upgrade, get the next Xbox console with a new Xbox All Access purchase from the same retail partner where you joined the program, entering into a new finance agreement and paying any applicable fees.

You will need to send back all products included in your original Xbox All Access purchase, including the Xbox One console, controller, and power cord when upgrading. Products must be in good condition in order to be eligible for upgrade. If upgrading, you’ll receive a special kit in the post allowing you to package your original Xbox All Access console to send back within 15 days of upgrade. For more information about requirements for trade-in hardware, please see the Xbox All Access upgrade terms at Xbox.com/XboxAllAccessTerms.

When can I upgrade to the next Xbox console?

Xbox All Access customers have the option to apply for an upgrade to the next Xbox console (expected end of 2020) after making the equivalent of 18 full payments and paying any applicable fees. (Note: If you purchased an Xbox One X during the special upgrade offer, you may be able to upgrade earlier (see “What are the terms for the Xbox One X special upgrade offer?” FAQ below).) Upgrade eligibility criteria can be found at Xbox.com/XboxAllAccessTerms.

What are the terms for the Xbox One X special upgrade offer?

If you purchased an Xbox One X between 5 Nov, 2019 and 31 Dec, 2019, you are eligible to upgrade to the Project Scarlett console in as few as 12 months. Upgrading to Project Scarlett is subject to its release and availability at the time you wish to upgrade. Upgrade requires at least 12 full payments on your original Xbox All Access contract, and entering into a new fixed term financial agreement with Klarna for purchase of a new 24-month Xbox All Access contract for Project Scarlett, expected end of 2020, which will be subject to Klarna’s terms and conditions. Offer valid for original purchase of Xbox One X with Xbox All Access through 31 Dec, 2019; not available with Xbox One S / S All-Digital. New application with Klarna, contract, terms, and pricing apply. Requires return of console in good condition or payment of the console balance. See product and upgrade terms at Xbox.com/XboxAllAccessTerms.

Can I combine Xbox All Access with any other promotional offers?

Xbox All Access is an exclusive, standalone offer and can’t be combined with other offers, such as temporary price reductions or trade-ins, unless specifically stated

Payments / Financing

How do I contact Klarna for financing related questions?

Log in to the customer portal at app.klarna.com at any time day or night, to review your purchases and settle your monthly statement. If you need further assistance, you can contact Klarna’s Customer Service team at app.klarna.com or https://www.klarna.com/uk/customer-service/.

Is Klarna financing required for my Xbox All Access purchase?

Yes. Klarna is the only payment option available to purchase Xbox All Access. Please note, if you miss two consecutive payments or do not make a full monthly payment, the interest free arrangement will cease and you'll be required to pay interest on all future payments at 18.9% APR representative (variable). If you already have a Klarna Credit account this purchase will be added to your balance. Representative example: Representative 18.9% APR (variable) with an assumed credit limit of £750 and a purchase rate of 18.9% p.a (variable).

What is Klarna financing?

The first time you purchase with Klarna financing you will be asked to apply for a Klarna Account. If you’re approved Klarna will create an account for you and your order will be placed. Klarna financing for Xbox All Access is a promotional plan on the Klarna Account that lets you spread the cost into equal monthly payments with promotional 0% interest and no upfront cost.^ If you make your payments by the due date each month, the monthly payment shown should allow you to pay off the purchase within 24 months with no extra cost (0% p.a.). Should you choose to pay your minimum payment instead of your Interest-Saver payment this will mean you will lose your promotional plan offer and the remaining balance will start to incur interest at 18.9% APR representative (variable). Representative example: Representative 18.9% APR (variable) with an assumed credit limit of £750 and a purchase rate of 18.9% p.a (variable).

Will my credit rating/score? be impacted when I apply for Klarna financing?

To make a purchase, you will be asked to complete a financing application where a full credit check will be made and may impact your credit score. You can complete a credit application for your Xbox All Access purchase by clicking Check Eligibility. The application process will include the option to see if you will likely qualify for financing with a soft credit check that will not impact your credit score.

How do I make payments with Klarna?

Simply select the ‘Make a payment button’ in your monthly statement email, which Klarna will send you on or around the 7th of every month. If you do not have your monthly statement email to hand, you can login at https://app.klarna.com/login or via the Klarna app, which is available on Android and IOS. Follow the steps to request a new login https://app.klarna.com/login, which will be sent to your email address. To never miss a payment, Klarna recommends you set-up autopay. To do so, log into the Klarna app (or web) and select the ‘Payment Methods’ option from the settings menu and follow the instructions to link your Bank account. Alternatively, you can opt to pay monthly with your bank account or debit card. You will be presented with a minimum or Interest-Saver payment, or you can enter a custom amount. Xbox All Access is a promotional purchase which is due at the end of each month. Please note, if you pay your minimum payment, this transforms your Xbox All Access promotional rate to Karna's standard rate account, which is charged at 18.9% interest. Representative example: Representative 18.9% APR (variable) with an assumed credit limit of £750 and a purchase rate of 18.9% p.a (variable).

Where can I view my Klarna account summary and payment history?

Log in to the Klarna customer portal https://app.klarna.com/login or via the Klarna app, which is available on Android and IOS, to review your purchases and settle your monthly statement. If you need further assistance, contact Klarna’s Customer Service team at https://www.klarna.com/uk/customer-service/.

Can I pay off the remaining balance of my Klarna financing agreement sooner than 24 months, to qualify for the next Xbox console upgrade?

Yes. Once the next Xbox console is available (expected end of 2020), Xbox All Access customers who have made 18 full payments have the option to apply for an upgrade by entering into a new finance agreement and paying any applicable fees. (Note: If you purchased an Xbox One X during the special upgrade offer, you may be able to upgrade earlier (see “What are the terms for the Xbox One X special upgrade offer?” FAQ above).)

Xbox Game Pass Ultimate

What is Xbox Game Pass Ultimate and what are its benefits?

Xbox Game Pass Ultimate includes all the benefits of Xbox Live Gold, plus over 100 high-quality console and PC games. New games are added all the time, so there’s always something new to play. Enjoy exclusive member deals and discounts. Play together with friends on the most advanced multiplayer network and discover your next favourite game. Learn more at https://xbox.com/gamepass.

An Xbox All Access purchase includes 24 months of Xbox Game Pass Ultimate. So, what happens if I have an existing Xbox Game Pass and/or Xbox Live Gold membership when I purchase a console with Xbox All Access?

If you're already an Xbox Live Gold or Xbox Game Pass member, any days remaining in your membership(s) will be converted to Xbox Game Pass Ultimate at a conversion ratio when you redeem the 24-month Xbox Game Pass Ultimate membership and added to your Ultimate membership up to a maximum of 36 months. Xbox Game Pass Ultimate memberships are limited to 36 months.

If you’re already an Xbox Game Pass Ultimate member, wait until your existing membership has a prepaid balance that is less than 12 months before redeeming the 24-month Xbox Game Pass Ultimate membership through Xbox All Access. You will be unable to redeem with more than 12 prepaid months of Xbox Game Pass Ultimate.

To check your prepaid balance, go to https://account.microsoft.com/services/. Note, once converted to Xbox Game Pass Ultimate, Xbox Live Gold and other Game Pass memberships cannot be unconverted. Learn more at https://xbox.com/gamepass.

What happens to my Xbox Game Pass Ultimate membership if I return my Xbox All Access purchase?

If you redeemed the 24-month Xbox Game Pass Ultimate membership prior to returning your Xbox All Access purchase, the 24-months of Xbox All Access Ultimate will be removed from your account at time of return. Note, once your existing Xbox Live Gold and/or Game Pass memberships are converted to Xbox Game Pass Ultimate, Xbox Live Gold and other Game Pass memberships cannot be unconverted. Learn more at https://xbox.com/gamepass.

Digital Direct – Content Redemption

I’ve purchased Xbox All Access. How do I redeem Xbox Game Pass Ultimate?

Your 24-month Xbox Game Pass Ultimate membership is delivered directly to your console. Redeem it during initial console setup or later in the Settings app.

To redeem during initial setup:

  1. Turn on your Xbox console and follow the guided on-screen setup instructions.
  2. In the Account steps, sign in with the Microsoft account you want to use for Xbox Game Pass Ultimate membership.
  3. On the screen titled This Xbox comes with, choose Xbox All Access and select Claim it. Alternatively, you can choose Decide later and redeem the membership from Settings using your current Microsoft account or another Microsoft account.

To redeem in Settings app:

  1. Make sure you’re signed in with the Microsoft account you want to use for Xbox Game Pass Ultimate membership.
  2. Press the Xbox guide button to open the guide.
  3. Select Settings > All settings > Account.
  4. In Account, select Included with this Xbox.
  5. Select Xbox All Access, then select Claim it.
What should I do if I purchased Xbox All Access but don’t see an option to redeem Xbox Game Pass Ultimate on my console?

If you do not see an option to redeem your Xbox Game Pass Ultimate through initial setup and/or through the Settings app, directly contact the retailer where you purchased Xbox All Access. They’ll need to verify your Xbox All Access account, console Serial Number, and determine next steps.

Does the 24-month Xbox Game Pass Ultimate membership have to go to whoever bought Xbox All Access?

No, anyone can redeem the membership on the console purchased with Xbox All Access.

Returns / Exchanges

Can I return or cancel an Xbox One console/bundle purchased with Xbox All Access?

With Xbox All Access, you are purchasing the console and the entire 24-month Xbox Game Pass Ultimate membership at the time of purchase. The purchase is subject to our returns policy. Unwanted purchases must be returned within 30 days.

If I return my Xbox All Access purchase, do I need to take further action to cancel Klarna financing? What happens to my Klarna account if I make a return?

Once the return has been completed by the retailer, no further action is required to your Klarna account.

Can I cancel my Xbox Game Pass Ultimate membership and reduce my payments?

No. The Xbox Game Pass Ultimate membership is included in the Xbox All Access purchase. You cannot cancel your membership and reduce your monthly payment.

Repairs / Warranty / Hardware Troubleshooting

What happens if my console breaks?

With Xbox All Access, you own the console and 24-month Xbox Game Pass Ultimate membership outright upon purchase. The Microsoft Limited Warranty covers the Xbox console and Xbox controller for one year, irrespective of the length of your financing term. If your console and/or controller malfunction after that one-year period, you would be responsible. Please note, monthly payments will continue until the remaining balance on your Klarna account is paid in full, even if your Xbox console is not working. For additional support information please see https://support.microsoft.com/devices.

Upgrade

What determines if my Klarna account is up to date?

To be eligible to upgrade, customers must have made 18 full payments^ and your Klarna account must be up to date—meaning you have made timely payments, you do not have any payments that are past due, and you have sufficient credit available to buy the next Xbox console with Xbox All Access. (Note: If you purchased an Xbox One X during the special upgrade offer, you may be able to upgrade earlier (see “What are the terms for the Xbox One X special upgrade offer?” FAQ above).)

What is the upgrade fee?

There is no upgrade fee for customers upgrading from an Xbox One S or Xbox One X to the next Xbox console. Customers upgrading from an Xbox One S All-Digital Edition console will be charged a £15 upgrade fee. Upgrade requires a new Xbox All Access purchase and trade-in of the Xbox One console, controller, and power cord associated with the previous Xbox All Access purchase in good condition.

Can I upgrade from an Xbox One S to an Xbox One X?

The Xbox All Access upgrade option allows you to apply for an upgrade from an Xbox One console to the next Xbox console only, expected end of 2020 (excludes Xbox One X, S, and S All Digital Edition).

Will my credit be impacted at time of upgrade?

Klarna reserves the right to perform a credit inquiry as needed to determine financing eligibility. Depending on your account performance and transactional history with Klarna, Klarna may approve or deny credit.

What happens to my existing Xbox Game Pass Ultimate membership when I upgrade?

When you upgrade to the next Xbox console your unpaid months from the original 24-month Xbox Game Pass Ultimate membership will be removed from your Microsoft account. You’ll receive another 24-month Xbox Game Pass Ultimate membership as part of your new Xbox All Access purchase.