Help & FAQ's

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.

When can I expect my order?

Our couriers are working hard to ensure that all orders are delivered on time but may take a little longer to arrive. Keep an eye on your tracking link for further delivery updates.
Some orders may arrive in separate consignments. This will predominantly relate to orders containing small and large bulky items.
Click here to see Shipping & Delivery information.

When can I expect my order?

Our couriers are working hard to ensure that all orders are delivered on time but may take a little longer to arrive. Keep an eye on your tracking link for further delivery updates.
Some orders may arrive in separate consignments. This will predominantly relate to orders containing small and large bulky items.
Click here to see Shipping & Delivery information.

How do I complete a Return?

Please click here for information on our Returns Policy.

Are stores in Wales open?

Our Welsh stores are now closed in line with Government guidelines until Monday November 9th 2020. Our home delivery service is still available to our Welsh customers. For more information on our delivery service please click here

Will I be charged if my Click and Collect order was cancelled?

You should have received an email to confirm your order has been cancelled. There is no further action required by you and you will not be charged.

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.

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

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

When can I expect my order?

Our couriers are working hard to ensure that all orders are delivered on time but may take a little longer to arrive. Keep an eye on your tracking link for further delivery updates.
Some orders may arrive in separate consignments. This will predominantly relate to orders containing small and large bulky items.
Click here to see Shipping & Delivery information.

What delivery options are available?
Split Delivery

While we make every effort to deliver all your items together and at the same time, in some cases your order may arrive in separate consignments. This will predominantly relate to orders that contain both Small and Large and Bulky items.

Large and Bulky items will be loaded onto an alternative trailer and tracking may not update immediately. This should not affect your delivery time frame of 3-6 working days. Should you not have received your order on or before the 6th working day, please do get in touch.

How much will my shipping costs be?
Standard Shipping:

Standard shipping is Free for all orders over £19. There is a £2.99 charge for orders between £10 and £19 and £4.99 charge for all orders under £10. This excludes orders for large, bulky goods and video game consoles.

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

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 and video game consoles.

Shipping to Northern Ireland

Standard shipping is Free for all orders over £19. There is a £2.99 charge for orders between £10 and £19 and £4.99 charge for all orders under £10. This excludes orders for large, bulky goods and video game consoles.

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.

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 Delivery in 1-2 Working Days. 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.

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

Please click here for information on our Returns Policy.

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

If you have an issue with a recent order, you can return to the store where you collected your order and they will be happy to help you. Please bring your E-Receipt email as proof of purchase.
Please refer to our Returns Policy & Returns FAQ’s for further information.

What are your returns policies for items purchased in-store?

Please click here for information on our In-store Returns Policy.

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

Please click here for information on how to return damaged items.

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

Please click here for information on how to return faulty items.

I have completed a return, when can I expect to hear from you?

If you do not receive an update from us within 10 working days of the delivery date to our warehouse, please get in touch and advise the following:

  • Describe the packaging your order was returned in.
  • Do you require redress?
  • Do you have a Tracking Reference?
  • Please also attach a copy of your returns receipt.
  • 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.

    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

    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.

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

    If you have an issue with a recent order, you can return to the store where you collected your order and they will be happy to help you. Please bring your E-Receipt email as proof of purchase.
    Please refer to our Returns Policy & Returns FAQ’s for further information.

    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 belonging to the person who placed the order 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.

    Will I be charged if my Click and Collect order was cancelled?

    You should have received an email to confirm your order has been cancelled. There is no further action required by you and you will not be charged.

    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.

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

    Can I cancel or change my Click & Collect order?

    We are unable to amend a Click & Collect order once placed. If you wish to cancel your Click & Collect order, simply do not collect it and it will cancel after the specified time has lapsed. Please click here for information on how our Click & Collect works.

    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.

    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 the time of placing a Click & Collect order?
    A pre-authorisation hold may be placed on your card at the time of placing an order.

    No payment will be taken until you collect your order. If your order is not collected within the specified time, the order will automatically cancel it may take 5-10 working days for pre-authorised funds to release 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. Please click here for information on how our Click & Collect works.

    Can I change my payment details for a pre-order?

    You can change payment details on a pre-order as long as the stock has not been allocated to your order.
    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 via the following link: https://www.smythstoys.com/manage-preorder

    Excludes pre-orders on Xbox All Access (XAA). Click here to see Xbox All Access FAQs.

    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 guarantee 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 official 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.

    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.

    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 have 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

    Excludes pre-orders on Xbox All Access (XAA). Click here to see Xbox All Access FAQs.

    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.

    Excludes pre-orders on Xbox All Access (XAA). Click here to see Xbox All Access FAQs.

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

    • Visa
    • MasterCard
    • Debit Cards
    • 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
    • American Express

    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

    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

    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.

    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.

    Chat is available from 10.00am - 5.00pm, Monday - Friday, excluding public bank holidays.

    You can reach our Customer Service Team by phone 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 – 5.00pm
    Sunday: 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.

    Alternatively, tweet us at @AskSmythsToys.

    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 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.

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

    Our Customer Service team endeavour to respond to and resolve all queries as promptly as possible. Due to the volume of queries during this time, 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?

    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 – 5.00pm
    Sunday: 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,
    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 the Smyths Toys Winter Toy Catalogue sent to me?

    Click Request a Catalogue to sign up to get the 300 page Winter Toy Catalogue sent directly to your door free of charge. You can sign up all year round.

    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 Toy Catalogue is only sent once a year.
    • We are not taking sign ups for the Baby Catalogue at the moment. You can pick up a copy in your local store at catalogue launch.

    The Winter Toy Catalogue is sent in mid to late September & the Baby Catalogue is available in-store in March.

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

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

    How do I unsubscribe for the Smyths Toys Winter Toy 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.