Returns

Hamleys will provide a full refund or exchange should you receive a faulty item or be unsatisfied with an item received on the following conditions:

• If any items in your order prove to be faulty, please return the items to Hamleys with a copy of the delivery note, call the Hamleys Customer Service Team to obtain a returns number and also indicate whether you would like to receive a refund (including delivery costs) or an exchange.

  Our promise to replace the item or refund your money does not apply to faults or damages caused by accident, neglect or misuse. If you change your mind you may return any product to Hamleys within 28 days of receipt of your delivery.

  Certain exclusions apply see paragraph below. Please contact Hamleys Customer Service Team to obtain a returns number, include the reason the product has been returned and indicate whether you would like to receive a refund (excluding your original delivery charge) or an exchange.

Except in relation to faulty or incorrectly supplied goods, where your statutory rights are unaffected, personalised goods made to a customer's specifications may not be returned. When your item is a special ordered large item, we do not keep stock of this item and we will raise an order through a supplier direct to you, in such cases you may not be able to return your goods if they are unwanted, however if you experience problems with your goods or order then please contact the Hamleys Customer Service Team.

For further details on returning your purchase to a Hamleys store, by post or arranging for collection of items by Hamleys, please refer to the reverse of your delivery note. In all cases you must obtain a returns number by contacting the Hamleys Customer Service Team, this will ensure we can track all parts of the returns process.

Cancellations

Under the Consumer Protection Regulations, you have the right to cancel your order with us at any time within 7 days of receiving your goods.

In the event we are unable to deliver your order within our standard delivery timescales you are entitled to cancel your order with no penalty.

This also applies to individual items within a larger order, where some products have been delivered but others are not available. In this instance, you will not have been charged for the non-delivered items.

Should you cancel the contract we will then refund you the price you have paid for the goods, this will not include delivery charge if you have cancelled after your order has been dispatched, also not a service provided by us, such as a special delivery service. You are under a duty to take reasonable care of the goods, which means the goods must be unused. Please contact our Customer Service Team should you wish to cancel your order.