Hamleys FAQs

Can I pre-order items for delivery?

Yes; however this only applies to items that are specifically indicated as pre-order.

Can I change my order or delivery address?

It is only possible to change items in your order or the delivery address if your order has not yet been processed.

If your order has been despatched and you have included your mobile number for receive FREE SMS texts on your delivery, you will have the options to deliver to a neighbour, local post office or change the delivery date. These options are included on all UK deliveries.

Most orders are processed within 6 hours of being confirmed.

Please contact our Customer Service Team on 0871 704 1977 as soon as possible and we will advise the best way to ensure you get the toys and delivery you require.

Can I return items to the store?

We are very sorry if your purchase proves to be faulty. For a full refund or a replacement (including postage and gift boxing if applicable) please obtain a returns authorisation number by completing our store returns form here. We will then contact you to advise how to return your toys as our stores are unable to process online returns.

We are pleased to offer our store customers returns direct to our warehouse. Just return your toys unopened, in a re-saleable condition, within 30 days. To help us deliver exceptional customer service please obtain a returns authorisation number prior to making a return by completing our store refunds form here. We will then email you the relevant address details. Our promise to replace faulty or refund faulty items does not apply to faults or damages caused by accident, neglect or misuse.

Do I get charged for the delivery of each item I order?

All orders direct from our warehouse attract one delivery charge, regardless of how many items you have ordered with exception of Pre-orders that are charged per item ordered and orders direct from our suppliers. For example; if your order is direct from our warehouse but also contains a large item from one of our suppliers, there will be two delivery charges.

I have a complaint, who should I speak to?

If you have brought the product from one of our stores please contact the store you purchased it from. Our store contact details are here.

If you have a complaint about the online shopping experience please contact our Customer Service Team on 0871 704 1977.

What should I do if my product breaks down during the guarantee period?

Please visit our customer service returns page.

How do I enquire about the availability of a toy?

To find out about the availability of a toy simply complete the enquiry form here. Please ensure you provide the following information; product name, price (if known) and the product make. Your enquiry will then be forwarded to our Customer Service Team who will provide you will details. Alternatively you can contact our stores directly here.

What should I do with my waste batteries?

Under the Waste Battery Regulations, Hamleys are now offering a take back scheme for all portable waste batteries. There are collection boxes in all our UK stores - location details of which are given below:

Hamleys - Glasgow St Enoch Centre St. Enoch Square Glasgow G1 4BW Hamleys - Dublin Unit 13 Dundrum Town Centre Dundrum Dublin 16
Hamleys - Regent Street 188-196 Regent St London W1B 5BT Hamleys - St Pancras Unit 8a St Pancras International London NW1 2AD
Hamleys - Manchester Unit LSU7 + L44 19 – 23, Peel Avenue Trafford Centre Manchester M17 8AA Hamleys - Heathrow T1 Airside Heathrow Airport Middlesex TW6 1AP
Hamleys - Heathrow T5 Airside Heathrow Airport Middlesex TW6 1AP Hamleys - Stansted Unit E - Airside Stansted Airport Essex CM24 8QW

If it is inconvenient for you to visit our stores, you will find collection bins in most other retail outlets such as supermarkets and DIY stores etc.

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