Orders Help & Information

Search for products: Browse the Toysrus.co.uk website using the following methods.

1. Search by product name or product ref. number, by entering this information into the search box at the top of every page and click on the "Go" button.
2. Click on the category navigation in the left column on every page. Add items to your basket: Once you find an item you would like to purchase, click on the "Add to Basket" button on the results page or the product details page (as long as the item is available, this button will be displayed). After adding an item to your basket, select “continue shopping” or “proceed to checkout”.

View basket: To review the items you have selected, click on the “View Basket” button in the top right of the page. Your basket contents, prices and estimated delivery charge will be displayed.

Checkout: Click on the "Checkout" or “Proceed to checkout” button. Once you click here, you will enter the checkout phase of ordering as follows:

1. Your account. Enter your email address. If you are a new customer you will need to enter your personal details on the “Account Details” page. Existing account holders need to sign in.
2. Billing address. Add your postcode to postcode lookup box on the left of the page and click on ‘Find address’. Alternatively you can enter your address details manually. You will then be asked to confirm or amend your address details.
3. Payment. You will need to advise your form of payment. Add your credit card details, review the terms & conditions then click on 'Proceed.'
4. Final check. The last step before you place your order is to review your information. On this page, you will see the item total, your delivery charges, and your order total. You also have the opportunity to edit any information on this page, before you place the order (to edit information, just click on the "Amend order" button).
5. To place your order, click on the "Place Order" button. Once you have done this, you have successfully placed your order.
   Your progress through the checkout process will be displayed at the top of the screen, with the current stage highlighted in red.

More information on placing an order with PayPal

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Adding items to your shopping basket is easy! Once you find an item that you would like to order, as long as the item is available, there will be an "Add to Basket" button on the item description page. Just click on this button. The item is now in your basket. You can add as many items as you would like to your basket. The basket will keep a running total of how much your order is (please remember that delivery charges, if applicable, will be added later on in the checkout process).

What is the maximum number of each item I can add to my basket? Maximum order quantities per customer apply to all items. This is limited by the maximum ‘Add to basket’ quantity for each product. Customers who exceed the maximum may have their orders cancelled.

How long will items remain in my basket? As long as you have signed in, items will remain in your basket for up to 30 days. You can leave Toysrus.co.uk and come back at a later time and the items will still be there. If you come back at a later time and find items still in your basket, please remember to check on their availability. Our system will not check the availability of the items until the check out process.

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Select “My Account” at the top of the page and sign in. The “Order History” tab will allow you to view the status of every order you have placed with us.

I have checked my order status that states my order has been despatched, but I do not have it, what do I do?

• If you selected standard delivery, please allow four working days from the order date for delivery. If you have still not received your order or been carded for a missed delivery by our courier after four working days, please Contact Us
• If you selected a named or next day service, and you have not received your order, or received a courier card through your door advising you of a missed delivery on the requested day, please Contact Us

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I have placed an order but I would like to make a change to it, how do I do this? If you make an error on your order, you can cancel the order. This can only be done for half an hour after the order has been placed while the order is in the "Submitting to Warehouse" status. Information on how to check your order status

I need to cancel an order, how do I do this? This can only be done for half an hour after the order has been placed while the order is in the "Submitting to Warehouse" status. To request a cancellation, please Contact Us

I just want to cancel one item in my order, how do I do this? Unfortunately, we do not offer the option of canceling part of your order. If you need to cancel one item, please cancel the entire order (if possible) and re-order the item (s) you wish to purchase.

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I would like to have an item gift wrapped, how do I request this? At this time, we do not offer a gift wrap option.

I am sending a gift, how do I ensure the price of the item does not appear on the packing slip? If you are sending an order to an address other than your billing address, the packing slip associated with the item will not include any prices.

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What are your delivery options and charges?

Free standard delivery on orders over £50.

Notes

• Products may be sent out from multiple locations and therefore arrive separately but you will only be charged delivery once.
• To qualify for free delivery the value of the items ordered must be £50 or more excluding any delivery charge.
• The next day, named day and Saturday delivery service is subject to availability. When all the available delivery slots on any given day are full a "Fully booked" message will appear and the day will no longer be selectable.
• None selectable days, for example Sundays and bank holidays will display an "N/A" to signify they are not available to select.

Remote / rural postcode
Standard delivery, taking up to 8 working days, is available to the postcode ranges listed below. An additional £5 supplement (£9.95 in total) will apply to cover the increased cost of delivery.

From time to time we may have to suspend the availability of all options other than standard delivery.

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You can select a particular delivery date, for most items available at www.toysrus.co.uk, when you proceed to the “Checkout” stage. You will be shown a calendar of available delivery dates for you to select from.

Delivery Options and Delivery Charges

Unfortunately you will not be able to select a particular delivery day for large bulky items and for items delivered directly from our supplier.

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Sorry, but we are unable to offer specific delivery time slots, or to advise you as to whether your delivery will arrive in the morning or the afternoon.
All deliveries take place between 8am and 9pm with the exception of Saturday deliveries which take place between 8am and 1pm.

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We deliver domestically to the UK mainland and Northern Ireland. Some items are not available for delivery to Northern Ireland - these are highlighted within the individual product details.

Unfortunately, due to the high cost of delivering to remote islands and the difficulty with arranging returns, orders can only be placed on and delivered to UK mainland and Northern Ireland addresses. The following lists the UK & BFPO postcode ranges we do not accept orders from or permit delivery to:

Western Isles HS1 - HS9
Isle of Arran KA27
Isle of Cumbrae KA28
Kirkwall KW15 (not KW1-14)
Orkney KW16 - KW17
Gigha PA41
Islay PA42-49
Isle of Jura PA60
Isle of Colonsay PA61
Mull PA62-75
Iona PA76
Tiree PA77
Isle of Coll PA78
Isle of Eigg/Muck PH42
Isle of Rhum PH43
Isle of Canna PH44
Shetland Isles ZE1 - ZE3
Guernsey GY1 - GY9
Jersey JE1 - JE4
Isles of Scilly TR21 - TR25
Isle of Man IM1 - IM9
British Forces PO BFPO1 - BFPO999

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Orders can only be placed from and delivered to UK Mainland and Northern Ireland addresses.

At this time, we do not have the ability to have orders placed on Toysrus.co.uk delivered to international addresses. However, the following websites are able to deliver to the countries they are located in:

www.toyrsus.co.jp for orders to be delivered to Japan.
www.toysrus.ca for orders to be delivered to Canada.
www.toysrus.com for orders to be delivered to the U.S.

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Unfortunately, we do not currently support multiple delivery addresses per order.

Alternative delivery addresses can be registered on your account when you place a new order, or by going to the “My Account” page on our website.

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Do you match the pricing of other online retailers? We try to offer you competitive pricing, however, we do not have a price matching policy at this time.

Is the "Bricks and Mortar" Toys "R" Us store pricing the same as the Toysrus.co.uk online pricing? Once again, we try to offer you competitive pricing. There may, however, be times when there are differences between in-store and online pricing.

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Once I place an item in my basket, am I guaranteed the price? The price of your products is not confirmed until they have been ordered by you. Once we despatch your order, your credit card will be charged. Please note that while we strive for accurate pricing, there are occasions when the prices for certain catalogue items are misstated. In the event this should occur, we will do one of the following:

• If the product's correct price is less than the stated price, we will charge the lesser amount to you and deliver the product to you; or
• If the product's correct price is greater than the stated price, we will, at our discretion, either request further instructions from you before delivery or cancel your order and send you a notice of the cancellation.

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What type of payment is accepted on Toysrus.co.uk? We accept American Express, Delta, Electron, MasterCard, Solo, Switch/Maestro, PayPal and Visa as a form of payment.

More information on paying with PayPal

When is my credit card charged? Once you place you order, we will ask your credit card company for an authorisation for the total amount of your order. Your credit card will actually be charged once your order has despatched.

For more information about the security of our website.

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Unfortunately we are currently unable to accept Gift Cards or Vouchers as a method of payment for purchases made on-line. However, you can use all valid Gift Cards and Vouchers at any Toys R Us Store. Find your nearest store using our Store Locator

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• Please check that you have entered all card details correctly and that your credit/debit card is still valid.
• Please ensure that your billing address matches the address that your card is registered to. Delivery to an Alternative Address
• If you are using a new credit/debit card or if this is the 1st time you have placed an order on-line, please check with your bank that your payment card is activated.

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