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 0371 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 stores?
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) For guidance with returning a toy please click on the following link; Returning an item to a store
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. Our promise to replace faulty or refund faulty items does not apply to faults or damages caused by accident, neglect or misuse. For further guidance please click on the following link; Returning an item to our warehouse
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.
Gift Card Redemption
Hamleys Gift Card is easy to use, it is redeemable online and in-store. The Gift Card can also be fully refunded online as well as in-store.
What should I do if my product breaks down during the guarantee period?
Please visit our customer service returns guide.
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 â€“ 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.