Returns Policy (Online Orders)

Unwanted Items - excluding large/bulky items

Simply return your unwanted item within 28 days of receipt unused, unopened, in its original condition and packaging, your return must be in a re-sellable condition.

All returns must be accompanied by a valid Toys R Us or Babies R Us receipt or your dispatch confirmation email including your order reference number. You will be liable for the cost of returning the goods to us that are over 10kg and must ensure that they are returned in protective packaging. Where an item is damaged or returned otherwise than as per our stated requirements above, we reserve the right to refuse refund.

Please download the returns form here and insert this into your returned parcel:

Returns Form

For items under 10kg, please create your label here:- Tracked Returns | Royal Mail Group Ltd and affix to the outside of your package.

For items over 10kg, you are liable for the cost of the return. Please box up your item in its original packaging, pop in your returns label and send back to:

Returns on Large/bulky items

For all large and bulky items, please contact our Customer Service team at orders@toysrus.co.uk who will guide you as to what to do.

Refunds on Unwanted Items

Once the unwanted item is returned to the warehouse it will be checked to verify it meets our return policy conditions. We will then offer a refund for this item. Refunds will be applied to the payment method used to purchase the item. This does not affect your statutory rights.

We do not offer exchanges. Please return your unwanted item and place a new order for your desired purchase.

LEGO

If your LEGO set is missing pieces, please contact LEGO directly and they will send you the missing piece(s) as soon as possible.

LEGO can be called on 0800 5346 5555 or contacted via their website. If you would like to order the parts online, please click here and follow the simple steps.

Make sure you have the part number, design number (on the side of the box) and the name of the set ready and you will be sent the missing part(s) as promptly as possible.

Damaged or Faulty Items

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. Where the damage is not noticeable until you open your parcel, please let us know straight away at orders@toysrus.co.uk.

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

This will be checked by us and a refund applied if faulty.

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 you at your cost.In a 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 when 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, please contact orders@toysrus.co.uk.

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

WHSmith In-Store Purchases

We have opened Toys R Us stores inside some WHSmith stores. Returns cannot be accepted via the website for items purchased in these stores.