Returns Policy

Last updated: November 2025

Thank you for shopping with Toy Factory UK! We want you to love your purchase, but if something isn’t quite right, we’re here to help. Please read our refund and returns policy carefully to understand your rights and our procedures.

🛍️ Returns

If you’re not completely satisfied with your purchase, you can return most items within 30 days of receiving your order for a full refund or exchange.
To be eligible for a return, your item must be:

  • Unused and in the same condition that you received it

  • In its original packaging

  • Accompanied by a proof of purchase (such as your order confirmation email)

Please note:

  • We cannot accept returns on personalised items, gift cards, or products marked as non-returnable.

  • If the item was a gift, the refund may only be issued to the original payment method.

🚚 How to Return an Item

  1. Email our customer service team at contact@toyfactoryuk.com with your order number and details of the item you wish to return.

  2. Our team will provide you with return instructions and the correct return address.

  3. Package your item securely and send it back to us. We recommend using a tracked shipping service, as we cannot guarantee receipt of items lost in transit.

Return shipping costs are the responsibility of the customer unless the item is faulty, damaged, or incorrect.

⚙️ Faulty or Damaged Items

We’re very sorry if your item arrives damaged or defective!
Please contact us within 7 days of receiving your order at contact@toyfactoryuk.com, including photos of the product and packaging.
Once verified, we’ll offer you a replacement, repair, or full refund at no extra cost.

💳 Refunds

Once your return is received and inspected, we’ll send you an email to confirm receipt and approval of your refund.
Approved refunds will be processed automatically to your original payment method within 5–10 business days.

If you haven’t received your refund after 10 business days, please first check with your bank or payment provider before contacting us.

🔄 Exchanges

If you’d like to exchange an item for a different product, size, or colour, please contact us at contact@toyfactoryuk.com.
Exchanges are subject to stock availability.

❓ Need Help?

Our friendly customer support team is here to help with any questions about returns, refunds, or exchanges.

ToyFactory UK
124 City Road
London
England
EC1V 2NX
📧 Email: contact@toyfactoryuk.com
🌐 Website: www.toyfactoryuk.com