Returns

Ways you can return

Simply take the item, along with your receipt or confirmation email, to any of our Smyths Toys Superstores. Our store staff will be more than happy to help.

Find your nearest store using the link below.

Return at your nearest Collect Plus location. Create your return label using the link below, remember to include your returns slip for quicker processing. Suitable for parcels under 10kg.

Please retain your receipt for your records.

Not available in Northern Ireland. Excludes Click & Collect orders.

Info: Large and bulky items can be returned to any Smyths store. If there a manufacturing fault with your bulky item please contact us.

If returning an item by post we recommend that you use a carrier who can give you a proof of posting, until the parcel is received by us it remains your responsibility. Remember to include your returns slip for quicker processing.

Please see return addresses below:

England, Scotland & Wales:
Smyths Toys
Unit 2 Max500,
Max Park,
Bangrove Road South,
Corby,
Northamptonshire,
NN17 1NN

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


Excludes Click & Collect orders.

Returns Information

In This Page:
 

Unwanted Returns:  We've extended our returns policy for Christmas. Items purchased from 7th September 2020 can be returned until the 31st of January 2021.

The easiest way to return an item or resolve a product issue with a recent order, is to go to your local Smyths Toys Superstore where they will be happy to help you.

You can also return your online order in any store or with Collect+ Courier Service at www.collectplus.co.uk/smyths or by post/courier service to our warehouse as normal.

New Returns Form

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

Online Orders

All home delivery orders purchased online.

Unwanted items

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

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

You can return your items purchased online using any of these three methods.

Refunds on unwanted items

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

Info: You should receive notification of your refund within 5 working days after your parcel has been returned. If you have not received notification of your refund within 5 working days, please contact us.

Video Game & Nursery Products

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

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

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

 

LEGO

If your LEGO set is missing pieces, please contact LEGO directly and they will send you the missing piece(s) as soon as possible.

LEGO can be called on 00800 5346 5555 or contacted via their website. If you would like to order the parts online, please click here and follow the simple steps.

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

 

Damaged or Faulty Items

We strive to ensure all your purchases reach you in perfect condition. If you receive a delivery and the item is damaged please refuse the delivery. Where the damage is not noticeable until you open your parcel.

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

You can return your items purchased online using any of these three methods.

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

If an item is not deemed faulty following inspection, then we are unable to offer a replacement or refund. A reason will be given as to why the product is in dispute. We will return such items to the customer at the customer’s cost.

In dispute items will be retained by us for 30 days from the date of notification to the customer that no fault has been found and may be destroyed by us after this time where the cost of re-shipping the item to the customer has not been received.

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

In-Store

In-store purchases, Click & Collect and in-store home delivery orders.

Unwanted Items

We've extended our returns policy for Christmas. Items purchased from 7th September 2020 can be returned until the 31st of January 2021.

We are happy to exchange or refund items provided the goods are unused, unopened, in original packaging with all materials, manuals, and accessories intact and accompanied by a valid Smyths Toys receipt. Please note, this excludes Software and Nursery Returns.

We reserve the right to refuse redress if the return falls outside of our unwanted returns policy / terms & conditions.

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

Video Game & Nursery Products

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

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

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

 

LEGO

If your LEGO set is missing pieces, please contact LEGO directly and they will send you the missing piece(s) as soon as possible.

LEGO can be called on 00800 5346 5555 or contacted via their website. If you would like to order the parts online, please click here and follow the simple steps.

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

 

Faulty Items

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

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

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

If an item is not deemed faulty following inspection, then we are unable to offer a replacement or refund. A reason will be given as to why the product is in dispute. We will return such items to the customer at the customer’s cost.

In dispute items will be retained by us for 30 days from the date of notification to the customer that no fault has been found and may be destroyed by us after this time where the cost of re-shipping the item to the customer has not been received.

All Other Information

Refunds

You should receive notification of your refund within 5 working days after your parcel has been returned. If you have not received notification of your refund within 5 working days please contact us.

Pre-Order Cancellation

You can cancel or update your payment details on your pre-order in your Smyths Toys Account as long as stock has not been allocated to your order. Note, this option is only available for pre-orders with a "PRUK" prefix e.g. PRUK123456789.

You can amend payment details on your pre-order in your Smyths Toys Account. If you do not have an account, you can do so on our manage your pre-order page.

Cooling Off Period

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

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

Returning Incorrect Items

Upon delivery, it is the customer’s responsibility to check the contents of their packages and inform us of any discrepancies at the earliest opportunity.

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

Forms of Redress

The acceptable forms of redress for any return whether online or in store are a repair, replacement or a refund.

Other

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