Problems with my toybox

What if my Toybox is not there when I get home?

If your Toybox goes missing or you are at all worried that someone may have taken it, please call us immediately. We’re sorry, but we can only accept reports of missing Toyboxes within 24 hours of the scheduled delivery date. We may ask you for some details to help us avoid it happening again. Once we have carried out some quick checks, we can usually replace boxes within 72 hours to prevent you missing out. We may also ask you to think of somewhere more secure for us to leave the box, or – in some circumstances – may only deliver your Toybox when you are in.

What is your refund policy?

If you cancel your account within seven days of signing up, we will give you a full refund unless charges need to be made for damaged or excessively dirty toys. Where you are entitled to a refund, you will receive this within three weeks of your cancellation.

Normally, refunds will not otherwise be given. See our terms and conditions for full details.

What can I change about my Toybox?

You can choose to keep one or more toys for longer than four weeks if you like them. You can also change your subscription level (after your initial subscription commitment). To do either of these or if there’s anything else you need to change, you must let us know at least 48 hours before your next delivery is due, by emailing or calling us.

What if a toy arrives broken or dirty?

All our toys are carefully checked and cleaned before we deliver them to you. We don’t retire toys which are marked or have a little paint chipped, as this is normal wear and tear and poses no safety dangers. However, toys can sometimes get damaged in transit. If a toy arrives damaged or dirty, please call or email us within 24 hours to let us know. We will resolve the problem as quickly as we can and, where necessary, aim to get you a replacement toy within 72 hours.

None of the toys I requested are in my box

We have a wide range of toys available, but some are more popular than others, so - despite our best planning - we can’t always fill your Toybox purely from your Toys I’d Like list. In this case, we will add toys suitable for your child’s age. To give us the best chance of adding toys you’d like, please ensure you have plenty of toys on your list and review it regularly as your child develops to add new toys.

If you are concerned that you are rarely receiving toys you’d like, please do let us know so we can put things right.