Frequently Asked Questions

Contents

Creating & Updating your Account details Click & Collect Ordering Payment Delivery Returns & Refunds

Creating & Updating your Account details

How do I create an account?

Please click on “Login” in the top right hand side of the Toy Store Homepage and then Create New Account and enter your details. You will get a verification email to your email address and your account will then be created.

I did not activate The Toy Store ID within the time frame. What should I do?

Contact us at info@thetoystore.com or on (+971) 800-69869 or Live Chat, if you are unable to activate your account.

Do I need to be a member to buy from TheToyStore.com?

No, you can Checkout as a Guest. However to receive the full benefits of being a Toy Store customer and earning Rewards Club Tokens, registration is required.

The registration process is very short and requested information is relevant to your purchases and orders.

How can I change my name, email address or password?

Click on “My Account” once you are logged in, to edit your details.

How do I log in to my account?

Please click on “Log In” at the top right hand side of the Toy Store Homepage and enter your details.

What should I do if I forget my password?

At the login page please click on “Forgot password”, enter your email address and a new password will be emailed to you shortly.

Click & Collect

What is Click & Collect?

Click & Collect enables you to order online, and collect your order in store at The Toy Store (within the UAE).

How long until my order will be ready for collection?

Orders will be ready within 2-3 days maximum. Orders to collect in our Fujairah and Sharjah stores may take up to 5 working days.

Will I get charged delivery for Click & Collect?

No, Click & Collect orders will not get a delivery charge.

Do I pay online or instore?

The choice is yours. We accept various payment methods online including PayPal, Credit and Debit Cards (Visa, Visa Electron, Master Card). You can also pay Cash or Debit or Credit Card in store at the time of collection.

Is every item eligible for Click & Collect?

Certain large items are not eligible for Click & Collect - Playhouses, Slides, Trampolines, Swings, Climbing Frames, Inflatable Playgrounds and Pools.

How will I know when to go to the store?

You will receive an email confirmation when your order is ready to collect.

Do I need to take anything to store with me?

Please take a copy of your order confirmation.

I have another question not listed here

Please check our Click & Collect Info Page here, or contact us.

Ordering

What is your Best Price Policy?

We set highly competitive prices for all our products. If you find any of our products in the UAE cheaper sold elsewhere with the same service conditions, we’ll match that price for you.

The product must be in stock at the competitor. The price has to apply to an identical individual product in terms of make, model, size or colour. We don't match prices only available via 3rd party websites, or with voucher codes.

We don't match Clearance pricing. The price must be valid at the time of purchase and cannot be reclaimed post purchase.

Can I cancel an order online?

It is not possible to cancel an order online. Please contact us asap if you wish to cancel or amend your order.

I am purchasing a present, can I have it gift wrapped before delivery?

Yes you can, free of charge, please select the option at Checkout.

Payment

Which payment options do you accept?

We offer various ways to pay - Paypal, Credit Cards (Visa, Visa Electron, Master Card), Cash On Delivery* and Card on Delivery*. You can shop with confidence from TheToyStore.com, knowing that transactions are protected by the highest level of security via 256-bits SSL encryption.

Please note: we will authorize your credit card at the time of your order. As part of this authorization process, your bank will place a hold on your account for the purchase amount of your order. The hold will be removed after a number of days determined by your banking institution - check with your bank for details.

*Cash on Delivery and Card on Delivery options are only applicable to orders being delivered in the UAE. Full payment is expected upon delivery.

When will you charge my credit card?

All orders paid for with credit card are pre-authorized immediately after the order is taken for the entire amount of the order, including any backorder items. However, the billing of these orders only takes place once the goods have shipped.

Please note: As part of the pre-authorization process, your bank will place a hold on your account for the purchase amount of your order. The hold will be removed after a number of days determined by your banking institution - check with your bank for details.

Will my personal information be secure when shopping online at The Toy Store Shop at Home?

You can shop from TheToyStore.com with utmost confidence, knowing that transactions are protected by the highest level of security via 256-bits SSL encryption.

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Delivery

How much do you charge for delivery?

You can choose to Collect your order for Free from any Toy Store within the UAE. Some large products are excluded from this - Playhouses, Slides, Trampolines, Swings, Climbing Frames, Inflatable Playgrounds and Pools.

Home Delivery on products within the UAE is 20.95 per order, if the order is under 200 AED.

For orders over 200 AED, we offer free delivery within the UAE. For all other countries, delivery will vary as per product size & weight – if you proceed to Checkout it will show the correct shipping charge for your order based on your shipping address*.

* Please note, additional shipping charges,additional duty and customs fees may be applicable outside the UAE and are to be paid by the consignee.

What countries do you offer delivery to?

We offer delivery to most countries. If you proceed to Checkout and enter your Shipping Details, the Shipping Charge will automatically calculate.  Please note, additional duty and customs fees may be applicable outside the UAE and are to be paid by the consignee.

Certain items such as toy weapons or toys needing batteries may also be prohibited from being shipped. Please check with us first.

How long does delivery take?

We deliver within 2-3 days (within UAE) but will often deliver sooner if possible. This excludes Fridays and National Holidays.

Regional and International orders will be dispatched within 24 hours. We aim to deliver within 3-4 days, subject to local customs and regulations.

How do I know if my order has been dispatched?

You will receive a notification email once your order has been dispatched.

Will you assemble my product for me?

Large Outdoor Toys such as trampolines, playhouses, bicycles etc. we will deliver & assemble for free (within the UAE). If in doubt, please contact us.

Returns & Refunds

What is the returns and refunds policy?

Customers may return goods for an exchange, repair, replacement, credit or refund if the item:

1. Has a fault that wouldn't normally have been detected at the time they bought it.

2. Is not the same as described by the salesperson, or on a label or sign, or in an advertisement, or does not match the sample they were shown.

3. Is not suitable for the customer's intended use as described by the salesperson before they bought it.

4. Refunds will only be made if the product purchased is defective or counterfeit.

The item must be in original condition and packaging and must be returned within 30 days with proof of purchase (receipt). The same rule applies during sales as well.

Any item with a manufacturer’s warranty which is found to be defective from the manufacture will be sent for repair under warranty, based on it meeting warranty conditions.

Please read our Terms & Conditions and Privacy Policy before you make a purchase at TheToyStore.com.

How do I return items I have bought online?

If you are in the Middle East, please contact us to arrange a pick-up of faulty items. Alternatively, you can return and exchange the items in any of The Toy Store outlets, find your nearest store here.

If you are based outside of the Middle East, please email us at info@thetoystore.com and we will advise you on the return options.

How long do refunds take?

If you have paid through electronic means (Credit or Debit card), the paid amount will be refunded to your card. The amount paid may take up to a month to reflect in your card statement, depending on the individual’s bank process.