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Returns Policy

Returning an Unwanted Item

Simply return your unwanted item within 14 days of receipt unused, unopened, in its original condition and packaging. All returns must be accompanied by a valid ToyShop receipt or, for online returns, your dispatch confirmation email including your order reference number. You will be liable for the cost of returning the goods to us and must ensure that they are returned in protective packaging.

Online returns are accepted by the following way:

1. By AKIS Express or to our Warehouse 

You can return items simply by taking your package to your nearest AKIS Express location, to begin its journey back to our Warehouse.

Items paid for and delivered to the customer’s home address should be returned to our Warehouse by AKIS Express 

We recommend that you keep proof of posting (Tracking Number). Until the parcel is received by us it remains your responsibility.

Once the item is received back to the warehouse it will be checked and granted if it meets our return policy conditions we will then offer a exchange Note that we don’t refund payments.  

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. Where the damage is not noticeable until you open your parcel, after you have signed for delivery then you must notify us within 24 hours. We will then advice on how best to proceed.

We are unable to accept a return of goods damaged in transit unless you notify us within 24 hours of receipt of your order.

Faulty Item

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

Please contact within a reasonable timeframe of receipt of the item to arrange a FREE return. 

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,

We suggest that before you return an item as faulty, please ensure you have read all instruction manuals and have checked the batteries, please note that all our toys work best with alkaline batteries.

Note: toys that include batteries are only for demonstration purposes and should be replaced

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.

In the unlikely event you have received an incorrect item, please contact us within 24 hours we will arrange to deliver the correct item and collect the incorrect item at your closest AKIS Express within 2 working days.

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).


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.