Returns
  1. Return policy
  2. Refunds
  3. Gift returns
  4. Returning Items to Toysrus.co.uk
  5. Packing and sending your return
  6. Returning a damaged/defective item
  7. Lost your delivery note
  8. Undeliverable packages

1. Return policy

What is the Toysrus.co.uk return policy?

For items purchased from toysrus.co.uk returned to store, the following also applies:

  • When no receipt is provided, refunds for merchandise will be given at the discretion of management, in which case a credit note will be issued equal to the item's prevailing price.
  • Identification is required for all refunds where no receipt is provided.
  • If the item being returned was a gift, any refund will be given in the form of a credit note.

2. Refunds

When is my refund processed?

If you choose to bring your item to your local Toys "R" Us store, any refund you will receive will be at the time of the return. This refund will be either be credited back to the credit card that was used to purchase the item or in the form of a credit note, if the item was a gift.

If you choose to send the item back to our warehouse, your refund may take up to 7 business days from the time we receive your item. The refund will be applied to the credit card that was used to purchase the item.

What is refunded when I return an item?

When you return an entire order you will be refunded the price of the item paid at the time of purchase, and the delivery charge (only if within 7 days). When you return less than the entire order you will be refunded just the price of the items returned.

3. Gift returns

I need to return an item I received as a gift, how do I do this?

The same rules for returning regular items apply to items that have been received as gifts, with the following exceptions:

  1. If you return the item to our warehouse, the refund will be applied to the credit card that was used to make the original purchase.
  2. If you return the item to your local store, any refund you receive will be in the form of a credit note.

4. Returning Items to Toysrus.co.uk

How do I return an item?

A. Return your goods to any Toys R Us store.

  • Please bring your Delivery Note and the complete item in its original packaging with you.
  • You can locate your nearest store by calling free on 0800 0388889.
  • Please note – if the product you wish to return was despatched directly from the manufacturer (highlighted next to the product on the delivery note) you must contact us to arrange the return.

B. You can send the items back using our freepost address below.

  • Please contact us prior to sending the goods back, to;

    • Obtain a Returns Authorisation Code

    • Confirm that your return package does not exceed the Royal Mail Freepost maximum parcel weight or insurance limit. If it does, one of our Advisors will arrange a collection from you instead. (N.B. If you choose to return a package with a value in excess of the Royal Mail Freepost insurance limit, via the Freepost address, then you must secure additional insurance at your own expense, to cover the balance).


  • Please include your Delivery Note with your return.

C. Contact us and we will arrange to collect your goods.

  • We will give you a Returns Authorisation Code prior to the goods being collected.

Phone: 08457 869778
E-mail: enquiries@toysrus.co.uk
Fax: 0191 416 8551
Post: Toys R Us
Freepost NAT3362
Gateshead
NE10 8BR

Once your goods have been received at our Customer Distribution Centre they will be scanned in and a refund or exchange will be processed.

5. Packing and sending your return

How do I send back my return?

To ensure that your refund is processed as quickly as possible, please do the following when packing and sending your product:

  1. Send the product in its original packaging.
  2. Please pack the product so that it will not be damaged during the return shipping process.
  3. Include a copy of the delivery note. If for some reason you do not have this, please include your name, address, phone number, order number and returns authorisation code along with the product.

6. Returning a damaged/defective item

I received an item that doesn't work, how do I return it?

To return a damaged or defective item, please contact our Customer Service team by clicking here. Our customer service team will provide you with a returns authorisation code.

7. Lost your delivery note

I've lost my delivery note, how do I return my item?

If you ordered an item that you want to return but can't find the delivery note, you can still return it. Please contact us using the details above and we will arrange your return.

If you received the item as a gift and you need to return it, please contact the person who sent you the gift for the order number. Please note, that if you return an item received as a gift the refund will be credited to the credit card that was used to purchase the item.

8. Undeliverable packages

What happens if we receive an item back because it is undeliverable?

Every once in a while, we will have a package returned to us because the couriers were unable to deliver it to you. When this happens, we will attempt to contact you to establish if you would like your order re-despatching or refunding. If we cannot contact you within 2 weeks of receiving your parcel back into our warehouse, we will issue a full refund (including delivery charges).