ORDERING & RETURNS

Ordering Policy
Pay & Collect Information

Our free Click & Collect service will ensure your order is ready for you at your chosen store within 2 hours. This is subject to store opening times, order volumes, stock availability and time order is placed. We will hold your Pay & Collect order for you at your chosen store for 2 days (from the date of order).

How does Click & Collect work?

To place a Click & Collect order, select your store and add the items to your basket to complete your transaction. You will receive two emails.

  1. The first one is to let you know we have received your order.

  2. The second one is advise you that your order is ready for collection.

Orders will be ready for collection within 2 hours during store opening hours. When you are ready to collect, please bring your Ready for Collection email and ID to the shop to get your order. This email can be printed or presented on a smartphone or tablet. Your order will be held and available for 2 days following the date of order. We cannot hold orders longer than this. Once this time expires your order will be cancelled.

Please do not travel or call until you have received an email from us containing a unique Order Number confirming that we have reserved the chosen item(s). You cannot collect your order before receiving this email. Before you travel to your local toy shop, please ensure you have the following:

  1. Your email confirmation from us containing your unique order number.

  2. The credit or debit card used to order the item online.

  3. Photo identification.

All Click & Collect purchases are subject to 1 Toy 2 Play Terms and Conditions. In addition, please see below Pay & Collect terms and conditions.

  1. When placing an order on our website, you will be given the option to choose our Pay & Collect service where available, which will allow you to collect your item(s) from our shop.

  2. On placing a Pay & Collect order, you will immediately receive an email confirming your order has been received and is being processed.

  3. When you place your order, you will be requested to provide contact details. 

  4. Where your order does not progress or is cancelled for some reason, you will receive an email confirming this position.

  5. Once the shop has your order ready you will receive a second email containing a unique order reference number for your order and confirmation that your is ready for collection.

  6. In the case where your order contains a number of items and one or more of them is not available, you will receive an email confirming your updated order with a unique reference number confirmation that your updated order is ready for collection.

  7. On arrival at the shop you will need: your unique Order Number, photo identification and form of payment

  8. Please do not arrive in store before you have received your email containing a unique Order Number confirming that we have your order ready. We will make every effort to ensure your selected item(s) is available for collection within the indicated timeframe.

  9. Once you have successfully arrive to our shop, you will receive your receipt in store where the payment for your order will be processed before you can collect your item(s).

  10. Your contract 1 Toy 2 Play comes into being on collection of the goods (and not before) and if any payment is taken from you.

  11. If you do not collect your order within the indicated timeframe, your order will be automatically cancelled and you will receive an email confirming this order status.

  12. On cancellation of your order, for any reason, your contact details provided will be released and any payment taken will be refunded. It may take 5-10 working days for this process to be completed depending on your bank or credit card provider. Please note this delay is not on the part of 1 Toy 2 Play and is completely outside of our control.

  13. We cannot be held liable for any losses or costs arising where an item is unavailable.

Return & Exchange Policy

Returning an Unwanted Item

Simply return your unwanted item within 14 days of receipt unused, unopened, in its original condition and packaging. All returns must be accompanied by a valid 1 Toy 2 Play receipt or, for online returns, your dispatch confirmation email including your order reference (UK) number. You will be liable for the cost of returning the goods to us and MUST ensure that they are returned in protective packaging. 

Online returns are accepted by any of the 2 following ways:

1. To our Store:  You can return items to any of our stores. Please take your dispatch confirmation email as proof of purchase.

2. By Post: Items over 10kg, may be returned to 1 Toy 2 Play with a carrier of your choice to: 

1 Toy 2 Play

20 Town Street

Horsforth

Leeds

LS184RJ

We recommend that you use a carrier who can give you a proof of posting, until the parcel is received by us it remains your responsibility.

 

Refunds

 

Online Purchase Returns
Once the item is received back to our shop it will be checked and granted it meets our return policy conditions we will then offer a refund for this item. Refunds will be applied to the payment method that was used to purchase the item. Please allow up to five working days from the time the time you receive refund confirmation in order for the transaction to be processed

In Store Purchase Returns

Please note we DO NOT provide refunds on items purchased InStore, We are happy to exchange items if returned to our shop within 14 days of purchase, provided the goods are unused, unopened, in original packaging with all materials, manuals and accessories intact and accompanied by a valid 1 Toy 2 Play receipt.  

Where an item is damaged or returned otherwise than as per our stated requirements above, we reserve the right to refuse redress.

Items paid for in-store and delivered to the customer’s home address should be returned to our shop in the event that an exchange or replacement is required, in line with our instore returns policy.

Nursery Products and Gift vouchers

For your benefit and for reasons of product integrity and hygiene, we cannot offer refunds or exchanges, unless faulty or not as described, on the following items: Nursery items, gift vouchers


 

Returning a Damaged or Faulty Item

 

Damaged in Transit

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 and notify us within 24 hours via our online contact us form here. Where the damage is not noticeable until you open your parcel, after you have signed for delivery or where the parcel is delivered via routine An Post / Royal Mail which cannot be refused, then you must notify us within 48 hours via our online contact us form here. We will then advise on how best to proceed. Please check all contents on receipt of your order.

We are unable to accept a return of goods damaged in transit unless you notify us within 7 days of receipt of your order.

 

Faulty Item

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

Please contact us here within a reasonable timeframe of receipt of the item to arrange a FREE return if your item was home delivered. 

If the item was purchased in store, then please return it to our shop with your respective receipt. 

In all cases, this item will be inspected and if it is confirmed as faulty then we will issue a suitable form of redress (replacement / repair / refund). 

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 the customer at the customer's cost. In 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 where 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 see our Returns FAQs here. 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. 

Cooling Off Period for online purchases

There is a cooling off period of 14 days during which you have the right to cancel your order. You must provide notice of cancellation no later than 14 days after the receipt of goods through one of the following mediums:

  • Online contact form here

  • By telephone call - 01132588777

We will refund the original purchase price and delivery charge provided that the goods are returned to us in their original condition. Where the returned/cancelled item forms part of a larger order all of which is not being return, the original delivery charge will continue to apply.

Returning Incorrect Items

Upon delivery, it is the customer's responsibility to check the contents of their packages and inform us of any discrepancies at the earliest opportunity.

Please note that some items may be dispatched in an outer carton that differs in description to that of the items ordered. Where you have received the incorrect items, we will arrange collection of the incorrect items on a date suitable for you within 7 days of the correct item being delivered. Where the correct item has been delivered and the incorrect item has not been returned to us, then you will be liable for the cost of the incorrect item(s).

Forms of Redress

The acceptable forms of redress for any Return purchased Online are a Repair, Replacement or a Refund.

The acceptable forms of redress for any Return purchased InStore are a Repair, Replacement or exchange for an item or items totalling similar value of the original purchase

Other

We always look to resolve issues directly with our customers and our customer service team are happy to assist with your queries in a satisfactory conclusion. Under European Legislation, if you are not satisfied with the way that we propose to resolve any issue you have with a product you have ordered from our website, you may raise a complaint with the European Online Dispute Resolution Platform.

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1 TOY 2 PLAY

20 Town Street, Horsforth 

Leeds, LS18 4RJ

0113 2588777

chatterbox@1toy2play.co.uk

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