Returns FAQ's

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What is your policy for returning an incorrect or unwanted item?
What is your policy for returning a damaged or faulty item?

How do I return an item to you?
When will my refund be processed?
How do I obtain a replacement item?
How do I return an item I purchased from a Toys “R” Us Store?
How do I pack and send my return?
Can products purchased at Toysrus.com and delivered by I-PARCEL be returned to UK stores?

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What is your policy for returning an incorrect or unwanted item?

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

You contact us within 14 working days, starting with the day after the delivery date.
All video and computer software and systems are returned in original, factory sealed, unopened packaging.
It is your responsibility to ensure that your returned items are in appropriate protective packaging.

Returns under £50

Items which weigh less than 2KG can be returned using our Freepost address without requesting a Returns Authorisation code. Please obtain a certificate of posting from your Post Office as this will act as proof of posting should the items go astray. Failure to obtain this certificate may prevent us from refunding you if your return is not received by us.

Returns Over £50

You will need a Returns Authorisation code for returns which are over £50 or weigh more than 2KG. To obtain this please Contact Us.

 

Refunds will be applied to the payment type that was used to purchase the item.
For items purchased from toysrus.co.uk and returned to us directly or returned to a Toys “R” Us Store, the following applies:

1. When no proof of purchase (receipt or delivery note) 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.

2. Identification is required for all refunds where no receipt is provided.

3. If the item being returned was a gift, any refund will be given in the form of a credit note.

 

What is your policy for returning a damaged or faulty item?

If you have received a damaged or faulty item from us you can return it for a repair, replacement or refund.

Damaged or faulty items under £50

Items which weigh less than 2KG can be returned using our Freepost address without requesting a Returns Authorisation code. Please obtain a certificate of posting from your Post Office as this will act as proof of posting should the items go astray. Failure to obtain this certificate may prevent us from refunding you if your return is not received by us.

Damaged or faulty items over £50

You will need a Returns Authorisation code for returns which are over £50 or weigh more than 2KG. To obtain this please Contact Us.

Proof of purchase: For items purchased from toysrus.co.uk and returned to us directly or returned to a Toys “R” Us Store, the following applies:

When no proof of purchase (receipt or delivery note) 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.


How do I return an item to you?

We offer 3 easy options for returning your purchases;*

Return your goods to any Toys “R” Us Store. Please bring your Delivery Note with you as proof of purchase. Use our Store Locator to find your nearest store.
Please note- you do not need to contact us for a Returns Authorisation Code for items being returned to store.
Post the items back using our freepost address below*.

Returns under £50

Items which weigh less than 2KG can be returned using our Freepost address without requesting a Returns Authorisation code. Please obtain a certificate of posting from your Post Office as this will act as proof of posting should the items go astray. Failure to obtain this certificate may prevent us from refunding you if your return is not received by us.

Returns Address:
Toys “R” Us
Returns Department
Freepost RTHT-LXHA-KCHA
Richardson Way
Cross Point Business Park
Coventry
CV2 2TA

Please note - if the product you wish to return was despatched directly from the supplier (indicated on your Delivery Note) then you must Contact Us to arrange collection. *Unfortunately, customers in Republic of Ireland are unable to send items back to us via Freepost.


When will my refund be 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 working days from the time we receive your item. The refund will be applied to the credit card that was used to purchase the 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 14 days). When you return less than the entire order you will be refunded just the price of the items returned.

How do I obtain a replacement item?

If you have received a damaged or faulty item and you require a replacement please Contact Us to obtain a Returns Authorisation code.

Once we have received the original item back from you, we will despatch a replacement from our warehouse. This will normally be delivered to you within 6 working days (it may take longer for remote/rural postcodes, large bulky product or items despatched directly from our Supplier).

Alternatively, your local Toys “R” Us Store may be able to replace the item for you. Please ensure you take your delivery note with you as proof of purchase. You may wish to call the Store in advance to check that they have the item in stock. Use our Store Locator to find your nearest store.

How do I return an item I purchased from a Toys “R” Us Store?

Any items purchased from a Toys “R” Us Store must be returned back to a Toys “R” Us Store. Unfortunately we are unable to accept returned items, originally purchased at a Toys “R” Us Store, back to Toysrus.co.uk Use our Store Locator to find your nearest store.


How do I pack and send my return?

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

Send the product in its original packaging.

Please pack the product so that it will not be damaged during the return shipping process.

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 (if required) along with the product.

Returns Address for items under £50 and under 2KG only:
Toys “R” Us
Returns Department
Freepost RTHT-LXHA-KCHA
Richardson Way
Cross Point Business Park
Coventry
CV2 2TA

Unfortunately, customers in Southern Ireland are unable to send items back to us via Freepost.

Can products purchased at Toysrus.com and delivered by I-PARCEL be returned to UK stores?

Unfortunately, products purchased at ToysRus.com using the international shipping option cannot be returned at any Toys“R”Us or Babies“R”Us store in the UK. View how to return an international delivery using I-Parcel. (Opens in new window)