Frequently Asked Questions

Order Issues
Payments & Promotions
Delivery
Products & Stock
Returns & Refunds
Backorder Items

ORDER ISSUES

Can I cancel my order?

Although we never want to see a cancellation, we are of course happy to process these for you. Please let us know as soon as you change your mind and before the order is dispatched. A full refund will then be processed for you and will appear in your account within 3-5 working days of the cancellation.

My item has arrived damaged, what should I do?

Although we securely package all our orders, unfortunately some items can become damaged during transit. In this event, you are welcome to return the item shrink-wrapped for a full refund or replacement. However, if you would prefer to keep the item, please contact us and we can explore alternative options for you. (Please note that sometimes we will ask for photo evidence so that we can assess how the damage has occurred and to avoid this recurring in the future.)

My item has missing pieces, how do I get a replacement?

All of our products are shipped brand new and sealed unless explicitly stated otherwise. Sadly, due to circumstances beyond our control, some games will occasionally arrive with missing pieces due to manufacturing errors. In the event that this occurs, we would recommend contacting the manufacturers directly as this is the quickest way for you to receive these pieces. If you have any issues with obtaining these pieces yourself, do not hesitate to contact us and we can try our best to assist you.

Can I change the address on my order?

Yes, we will gladly update this for you before it is dispatched. If you wish to change your order address contact us as soon as possible after placing your order.

Can I place an order over the phone?

Absolutely! If you’re unable to place an order online, please just give us a call on 01603 974303 to speak to a customer service advisor who will help place your order.

How do I find my order details?

Details for your order can be found under the My Account section of the website, or alternatively you can see details in the Order Confirmation emailed to you at the point of purchase.

My tracking number isn’t working…

If your order has been dispatched, your tracking number should be activated later that day. We will use either a Royal Mail, Parcelforce or DHL service to send your item. In the event that there is an explicit error message with tracking a parcel please contact the courier service directly. Alternatively, contact us to resolve any potential issues.

What do I do if I find a website error or a glitch?

Unfortunately, despite our best efforts, the odd technical error may occur and effect your experience. In such an event, please send over an email to [email protected] detailing the issue, the device and browser you using, and any screenshots if possible. The more info we have, the faster we can resolve any potential issues!

Do you keep payment details on file?

We don’t store your details here; they are passed to our secure payment provider and will only be referred to by a unique identity code when you make an order.

Where can I enter a discount code?

Once you have proceeded to the checkout, you will see a section at the top of the page labelled ‘Have a coupon? Click here to enter your code’. If you select this a text box will appear for you to enter and submit your discount code.

What payment options are available?

You can pay using a Secure Debit/Credit Card, or alternatively you can pay using PayPal.

DELIVERY

Do you have a tracking number for my order?

Once your order is dispatched you will receive an email containing your parcels tracking number. All tracking numbers will go live within 12 hours of dispatch. The link within your dispatch email confirmation will redirect you straight to the couriers tracking details for your order.

Where is my order?

We will aim to dispatch orders within 24 hours, and with our standard delivery service we estimate delivery 2-5 working days after dispatch. However, in the event that your order has not arrived within this time-frame, please contact us so that we can investigate this further for you.

My order has arrived in a box with different logos on it, why is that?

In order to do our bit for the environment and help to reuse and recycle, we will often packaging, please do not hesitate to send over an email to [email protected] with any relevant images.

My tracking details show that my parcel has been delivered, however, I have not received my order, what’s going on?

In this circumstance, it is likely that there has been a courier error with the tracking, but we are happy to assist in locating your order. Firstly, we would recommend checking safe spaces around the home or with neighbours, and contacting your local delivery office, as couriers will often leave orders here. If you are still unable to find the order after checking these places, just let us know and we can investigate this further for you.

Will I be charged for customs and import charges?

Toy Street has no control over these charges and unfortunately we cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country. If you require further information, contact your local customs office for current charges before you order, to avoid any unexpected charges.

Will I be charged handling fees or taxes?

You may be charged for handling fees and taxes as your order passes through customs. Any charges on a parcel must be paid by the parcel recipient.

Products and Stock

What language does my game come in?

Our games will always come in English as the primary language, in the event that we supply a non-English language game, this will be explicitly stated in the title or product description. Please note, certain games will come with multi-language instructions.

An item I want is out of stock, is there anyway of knowing when this is coming back in?

In most cases, we hold good stock of all products available to us, however, in the event that we are out of stock of a particular item, be assured that we will be working to re-stock that line as soon as this is available again! In this case we recommend signing up to the stock notification alerts, which can be done on the products page, so we can let you know via email as soon as an item is back in stock.

What is an assorted product?

By purchasing an assorted product, you will receive one item at random from the selection available. For example, an assorted product may have six different variations of the same product, the customer will receive one of these variations.

I want to place an order for an assorted item, but I do not want to receive a duplicate. Is there any way to guarantee I receive a specific item in the assortment?

No, unfortunately, we cannot accept requests for specific products from an assortment. This is due to the way our suppliers send us the products meaning it is out of our hands how much of each product we receive. However, when ordering multiples of the same assorted item, our warehouse team will do everything they can to ensure that we do not send out duplicates.

Are download codes region locked?

Any download games, subscriptions or add-ons for Playstation Plus, Nintendo Online, Xbox LIVE or PC at Toy Street are for use in the United Kingdom. It’s possible they will work in your own region, but unfortunately, we cannot guarantee this at the point of order.

RETURNS & REFUNDS

Can I return my order and how long do I have to do so?

You may be entitled to return your order within 14 days of receiving your order without giving a reason and get a full refund. Please see our full Terms & Conditions for further information.

You will have 60 days from notifying us that you wish to cancel your order in which to return the goods to us, complete with your order number. Any items must still be in the same condition in which they were received. If no communication is made within 14 days of receipt of your order, Toy Street will consider this item as accepted by you, the customer.

Can I return my order past 14 days?

You may return your good(s) within 30 days of receiving your order if the item is damaged or faulty for either a full refund or a replacement. Toy Street will verify the fault before approving a refundable return and reserves the right to reject returns should no fault be identified.

Can I return an Outlet Store purchase?

We are unable to accept returns on items purchased through our Outlet Store platform (items listed as A, B or C grade) unless the item is damaged or faulty that goes beyond the described grade boundaries.

Can I return Mystery Box items?

Mystery Boxes are not eligible for returns unless the seal has remained unbroken or an item is received damaged or faulty. In case you receive duplicate or unwanted content, we strongly encourage you to gift the games as presents to your friends and family.

How can I return my order?

If you want to return your order, please complete our Returns Form and include this in your parcel. If you do not have access to a printer, please insert a note in your order which includes the same information. If you do not provide a completed returns form we cannot guarantee you will be refunded the correct amount. You will then have 60 days to return your order to us. We recommend that items are returned through recorded delivery. Please keep a note of your tracking number so we can use this in the event that your parcel goes missing. If recorded delivery is not used and an item goes missing Toy Street may not be able to refund you for the item. It is your responsibility to ensure items are returned as new, in the same condition in which they were received. Toy Street retain the right to refuse a return or make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you. To meet the refund deadline, it is sufficient for you to send your cancellation request using the online form before the 14-day cancellation period has expired.

When will you issue the refund?

Once we have received your returned item(s) we will process your refund within 14 days.

How will you refund me?

We will issue the refund using the same payment method you used when you placed your order unless you have expressly agreed otherwise.

In any case, you will not incur any fees as a result of the refund.

BACKORDER FAQ’S

What does it mean if an item is showing as a ‘backorder pre-order’?

When an item is available to purchase as a backorder pre-order, you are being given the opportunity to reserve a copy so that you can be one of the first to receive it once it comes back in stock! It’s essentially like placing a pre-order for an already released line. Any item showing as a restock pre-order is a confirmed order placed with our suppliers.

How can I pre-order something that’s already been released?

Some items will come in and out of print from manufacturers quite regularly. This means that some products can go out of stock for weeks or months at a time (even if they’ve been released years earlier) and you might not know when they’re coming back in. Placing a restock pre-order removes the hassle of eagerly waiting for stock notifications that might get lost in your spam folder, or in the event that a product sells out before you even get a chance to grab it.

When will my backorder pre-order item be dispatched?

We typically see most backorder pre-order items arriving with us within 2 months of placing our initial order with the supplier. However, this is entirely dependent upon where the item appears in the supply chain. Sometimes your order can take 1 week after ordering to be dispatched, in some cases it can take over 2 months. Once the product has arrived with us, your order will be dispatched immediately based on the delivery option you chose at checkout.

My backorder pre-order item has not arrived with me and it’s been more than 2 months.

Sometimes backorder pre-order items can take longer than 2 months to arrive. The two-month notice is an estimation given to us by our suppliers. However, in certain cases, items may take longer to restock than anticipated. If you no longer wish to wait for the item to come back in stock, you can cancel your order in your account section or by contacting our customer services team.

When is payment taken on my backorder pre-order?

Payment for your backorder pre-order is taken immediately when you place your order.

What happens if my order for a backorder pre-order also contains items which are currently in
stock?

If your order contains multiple items including at least one backorder pre-order, your whole order will not be shipped until all items are in stock. If you want to purchase a regular in- stock item alongside a backorder pre-order, we suggest placing separate orders to ensure you receive the in-stock item(s) as soon as possible.

Can I cancel my backorder order?

Provided that your order has not yet been dispatched, you are more than welcome to cancel your backorder pre-order. Please contact our customer service team during opening hours to request a cancellation and we will complete this for you.

Is my backorder order guaranteed?

Any item made available through backorder pre-order is a confirmed order with our suppliers, which we expect to arrive with us at some point in the near future. In some rare cases, we are informed by suppliers that certain lines are no longer being printed or are not available to purchase anymore – in these instances we will contact any affected customers and ensure their backorder pre-orders are cancelled and refunded straight away.

Can I split my backorder order from currently in stock items?

Customers are welcome to split their backorder orders to get available items shipped faster and avoid delays, once an additional payment for postage has been received. If you would like to split your order, you can call our friendly customer service team during operational hours and they will happily process this request for you.

The item in my backorder order seems to be out of print, what does this mean for my order?

If you are worried the item you want to purchase through backorder pre-order is out of print, please contact our customer services team to notify them of this. Any concerns will be passed to our procurement team who will remove the item from sale if the status of the line is confirmed as out of print with our suppliers. Any outstanding orders for the affected line(s) will be cancelled and refunded immediately upon confirmation from the supplier.

I ordered both in stock and backorder items, now the in-stock items are out of stock on the website. Has that stock been reserved for me?

Any time you place an order with in-stock items in the basket, those items are reserved for you in our warehouse. In cases where your order contains both backorder and in-stock items, we are only ever waiting for the restock item to arrive before we can dispatch your whole order to you immediately.

International Orders

Why can I not ship an item to my country?

Due to supplier territory and trade agreements, we are unable to ship a very small percentage of our items, such as Games Workshop products, globally. However, the vast majority of items we can ship to anywhere that our shipping partners allow.

What is IOSS?

The Import One-Stop Shop scheme (IOSS) simplifies the process of importing goods into the EU from sellers such as Toy Street.

How does IOSS impact my order?

For orders under an intrinsic value of €135 (or the GBP equivalent) – intrinsic value meaning the value of the goods excluding tax and shipping – Toy Street will charge and collect the tax due during the checkout process. This will be charged at the relevant tax rate per item as defined by the destination country.
For an up-to-date list of tax rates for countries in the EU, you can visit the European Commission’s website here.

What are the benefits of paying the tax at checkout?

IOSS makes the process easier for the buyer, who is only charged at the time of purchase, and therefore does not face any surprise fees when the goods are delivered. There are also less likely to be delays with items requiring customs processing or additional handling and/or adjustment fees. If the seller is not registered for IOSS, the buyer has to pay the VAT and usually a customs clearance fee (or ”handling fee”) charged by the transporter.

What happens if my order has an intrinsic value of greater than €135?

If your order has an intrinsic value of greater than €135, you will either be offered a Delivery Duty Unpaid (DDU) or Delivery Duty Paid (DDP) delivery option.

What does DDU shipping mean?

Delivered Duty Unpaid (DDU) delivery terms mean you will be contacted by customs once your shipment arrives and will have to settle any charges for customs to release the shipment for delivery. Under a DDU service, you will not be charged any tax at checkout, but instead may be subject to import tax upon your goods landing in the destination country.

What is the difference between DDU and DDP shipping?

DDU means that you will be responsible for any import tax required when your order lands in the destination country, whilst DDP means that VAT and import taxes will be already paid for at checkout

Why can I not see a DDP shipping option for my country?

Unfortunately, our delivery partners are unable to provide a DDP service to all countries. The circumstances as to whether DDP shipping is offered or not is unfortunately outside of our control.

We are always looking to grow our delivery networks so keep an eye out for when a DDP service is offered to your destination.

I am seeing different prices when I select my shipping country at checkout, why is that?

Each EU country applies different tax rates for goods and services meaning that the total price of your order will depend on the destination of your goods.

For example, Denmark has a tax rate of 25% for books, whereas Hungary has only a 5% rate. Therefore, customers shipping to these destinations would each see a different price.

Please note, all EU purchases are subject to sales tax when importing goods from the UK, no matter if sent under an IOSS, DDU or DDP shipping method.

My order qualified for IOSS, but my item has still been held by customs, why is that?

Whilst IOSS is designed to streamline delivery to EU customers, occasionally, customs agents may still spot-check parcels to review the contents of the goods and verify the declared value.

In these instances, your order should still make its way to you swiftly and safely, without any extra fees. If you are incorrectly charged additional taxes or fees upon receiving your order, then please contact your local customs office.