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 30 days of receipt of your delivery.

  Please help us to help you by contacting 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 unless returning under the distance selling regulations) 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 it is advisable to 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 contract with us at any time within 7 days of acceptance of your order. Should you cancel the contract within 7 days we will then refund you the price you have paid for the goods including delivery charges even if you have cancelled after your order has been despatched. 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.

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.