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Returns Policy

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

Returns Policy


Returning an Unwanted Item

Simply return your unwanted item within 28 days of receipt unused, unopened, in its original condition and packaging. 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.

Online returns are accepted by any of the 3 following ways:

1. To Any Smyths Toys Store:

You can return items to any of our stores. Please take your dispatch confirmation email as proof of purchase. You can locate your nearest store here.

2. By Collect+

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.

3. By Post

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

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

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.

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


In Store Returns

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

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


Software & Nursery Products

We cannot 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. Please see our tablets and games console FAQs here for useful tips and help on how to address set up, performance and other issues you may encounter.


Returning a Damaged or Faulty Item

Damaged in Transit

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

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

Faulty Item

Please contact us here within a reasonable timeframe of receipt of the item to arrange a FREE return if your item was home delivered.

If the item was purchased in store, then please return it to any Smyths Toys store with your Smyths Toys receipt.

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

If an item is not deemed faulty following inspection, then we are unable to offer a replacement or refund. A reason will be given as to why the product is in dispute. We will return such items to the customer at the customer's cost. In Dispute items will be retained by us for 30 days from the date of notification to the customer that no fault has been found and may be destroyed by us after this time where the cost of re-shipping the item to the customer has not been received.

For help and advice on what to do where you believe an item to be faulty, please see our Returns FAQs here. 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.


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 here
  • Online order cancellation form here, 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.


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 in a satisfactory conclusion. 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 by following this link.