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Hamleys Returns - Self Service

At Hamleys we strive to offer the finest and most magical toys and gifts in the world but understand you may occasionally need to return your toys.

For Toys purchased in one of our stores.

Returning a toy to a store guide

We are pleased to offer our customers a up to a 90 day peace of mind guarantee on purchases made with Hamleys within the UK. We will honour a refund for unwanted toys returned within 60 days and exchanges 90 days.

Unwanted Products

Please return the toys directly back to one of our high street stores in person. Please ensure toys are in a re-saleable condition. For a full refund or replacement of toys purchased at our stores ensure you provide a copy of the purchase receipt. Store returns can only be accepted in person. If you are sending unwanted products by post, please use the Free post address by selecting the above tab.

Unwanted Products Purchased which included a Free item.

In the case where you are returning an unwanted product which included a Free item offer, we require both items to be returned to us to obtain a full refund.

We regret we are unable to offer our 60 day peace of mind guarantee refund on any items that are not in a re-saleable condition and these may be returned to you at your cost.

Faulty Products

We are very sorry if your purchase proves to be faulty. For a full refund or a replacement you can return the item directly to the store.

Our promise is to replace faulty or refund faulty items within 1 year of purchase. This does not apply to faults or damages caused by accident, neglect or misuse. For a full refund or replacement of toys purchased at our stores ensure you provide a copy of the purchase receipt.

Stock may vary across our stores, should the store not have the item available to exchange, voucher's will be issued so that you can choose an alternative toy.

Personalised products

We regret that we are unable to offer a refund or exchange on personalised, made-to measure or perishable goods unless they are faulty.

Refunds Worldwide

Please note; Refunds will be processed in the currency of the country of the store visited to request a refund. If the currency differs to that shown on your receipt, the store will convert the currency.

Returning a Toy purchased from Hamleys website, directly to one of our stores.

Refunds

You are able to return a toy to one of our stores to obtain a refund. Please take along your order invoice. In store, our team will obtain your details and forward these to our Web team to process your refund directly onto card used when your order was placed.

Exchanges

Stock may vary across our stores, should the store not have the item available to exchange, voucher's will be issued so that you can choose an alternative toy.

Returning a faulty toy by post guide

Faulty Products

We are very sorry if your purchase proves to be faulty. For a full refund or a replacement you can return the item directly to the store, alternatively use our Freepost service, please refer to Freepost guide below;

Freepost Guide

Please click on the link below and complete and print our returns form and return this with the faulty toy. Our returns team will review and process your return within 7 working days of receipt.

Click to download Returns Form

We do recommend that you obtain a receipt of postage from the post office. This will cover you in the event of the item being mislaid in the post.


Our promise is to replace faulty or refund faulty items within 1 year of purchase. This does not apply to faults or damages caused by accident, neglect or misuse. For a full refund or replacement of toys purchased at our stores ensure you provide a copy of the purchase receipt.

Stock may vary across our stores, should the store not have the item available to exchange, voucher's will be issued so that you can choose an alternative toy.

 

Personalised products

We regret that we are unable to offer a refund or exchange on personalised, made-to measure or perishable goods unless they are faulty.

Refunds Worldwide

Please note; Refunds will be processed in the currency of the country of the store visited to request a refund. If the currency differs to that shown on your receipt, the store will convert the currency.

Refunds

You are able to return a toy to one of our stores to obtain a refund. Please take along your order invoice. In store, our team will obtain your details and forward these to our Web team to process your refund directly onto card used when your order was placed.

Exchanges

Stock may vary across our stores, should the store not have the item available to exchange, voucher's will be issued so that you can choose an alternative toy.

UK Resident Non-UK Resident

Please click on the link below and complete and print our returns form and return this with the faulty toy. Our returns team will review and process your return within 7 working days of receipt.

Click to download Returns Form

We do recommend that you obtain a receipt of postage from the post office. This will cover you in the event of the item being mislaid in the post.

Please complete our web form which will be forwarded to our Customer Services team who will respond to you with a suitable resolution.

--Online Web Form--

For advice on returning your item to one of our International/European stores, please contact the store directly. Please find store contact details on your receipt.

Please click on the link below and complete our returns request form.

-- Online Returns Form --

Warranty text here..

No warranty text here..

We regret to advise you that we can only honor refunds for unwanted toys returned within 60 working days of your purchase.

We regret to advise you that your returns request is outside of our warranty. Our returns warranty covers toys up to 12 months from the purchase date.