Product Help & Information

 
 
 
Is the item I want available to buy?

If an item is available to buy online an "Add to basket" button will be shown on the product description page. Learn more about how to use the Shopping Basket.

Please note, in rare instances, an item may become unavailable prior to your checking out. If this happens, you will be notified that the item is no longer available during the checkout process.

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The item I want is out of stock, what can I do?

For most out of stock items you can sign up to be notified when it is back in stock online. If this service is available, you will see 'Alert me when available' on the product or search results page.

To use this service, simply click on 'Alert me when available', enter your email address and or mobile phone number in the space provided and click on 'Keep me posted'. We'll then alert you when the item is back in stock on our website.

Please note that signing up for a stock alert does not reserve an item for you. When you receive an email or text alert informing you that an item is back in stock, you will need to return to our website to place your order. All products are subject to availability and prices are subject to change.

If you no longer want to receive a stock alert, you can cancel your request via the 'cancel' link in your 'Alert Me When Back In Stock Confirmation' email.

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Is the 'Alert me when available' service offered for all items sold online?

The 'Alert me when available' option will be displayed next to an item if more stock is expected for sale online, and will not be displayed for items which have been discontinued. Unfortunately, we are unable to advise if or when a discontinued item will become available to order again. Also, we cannot accept orders for an item unless it is available for sale on our website.

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Can I receive an alert for when an item is back in stock in a Store

At this time, we are unable to send you an alert when an item is back in stock in our Stores. Please contact Stores directly to find out when an item will be back in stock. To locate your nearest Store and obtain Store contact details, please use our Store Finder.

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I cannot find the item I want on the toysrus.co.uk website, what can I do?

If you cannot find the item you require on our site, it may only be available at our Toys "R" Us Stores.

Unfortunately, we are unable to advise on stock availability at our Stores, however you can contact Stores directly to find out if they have an item in stock. To locate your nearest Store and obtain Store contact details, please use our Store Finder.

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Does my local Toys “R” Us Store have stock of the item I want?

If the item you require is currently out of stock or if you cannot find it on our website, it may only be available at our Toys “R” Us Stores.

Unfortunately, we are unable to advise on stock availability at our Stores, however you can contact Stores directly to find out if they have an item in stock. To locate your nearest Store and obtain Store contact details please use our Store Finder.

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Can I reserve the item I want on-line and pick it up at my local store?

We offer a Click and Collect service on most items. You can check each item's availability by looking for the "Available for Click & Collect" message on each item detail page. Please see the Click and Collect help page for more information.

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How can I pre-order an item that is not yet available for sale?

Can the release date change? The pre-order release date is an indication only and subject to change by the manufacturer. In the event that the release date is altered, we will email you with the new date.

When will I be charged for my pre-order? We do not charge your credit/debit card until your pre-order is despatched. Your credit/debit card must be valid until after the latest release date of any pre-order items.

Additionally, you must ensure there are sufficient funds in your account for a week prior to the release date otherwise we may cancel your pre-order.

What if the price changes prior to launch? The price shown for a pre-order item is the maximum price we will charge. If the price is reduced prior to release we will charge the lower amount.

How many pre-orders do you accept? Total stock is limited for all pre-order items. When the limit is reached a ‘Pre-orders full’ message will appear and no further pre-orders will be accepted unless additional stock is made available.

How many items can I order? Maximum order quantities per customer apply to all pre-orders. This is limited by the maximum ‘Add to basket’ quantity for each product. Customers who exceed the maximum may have their orders cancelled.

Can I order a mixture of pre-order and in stock items? Yes. If your order includes items that are in stock, they will be delivered and charged as normal, separate from the pre-order items.

Can I include a number of pre-order items in my order? Yes. If your order contains a variety of pre-order products, they will be despatched and charged for separately with individual order numbers.

Will I have to pay multiple delivery charges? No, only one delivery charge will apply regardless of the number of items in your order.

When will my pre-order items be delivered? We aim to deliver pre-orders on the day of release, although deliveries to Northern Ireland and the Scottish Highlands may take longer.

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