Products that are "Online Exclusive" are not held in-stock at our shop, they are available on a special order basis and therefore are subject to different terms and conditions. Please ensure you understand the terms before placing your order.

• These products are often shipped direct from our supplier - Often they will be responsible for the delivery process, and any issues related to the product.
• If you have placed an order with a mixture of Online Exclusive and our normal stocked products, you will receive these seperately.
• Once the order has been placed with our supplier there may be a cancellation charge that will be deducted from any refunds.
• You may not amend or cancel an order once it has been accepted by us, except at our discretion and in exceptional circumstances and if we are able to do this then we reserve the right to levy a £10 administration fee.
• Once your order has been dispatched, regardless of circumstances, that order can not be amended or cancelled.
• Expected delivery dates on back-orders may be subject to change due to shipping or manufacturing limitations and we will not be held responsible or any subsequent losses whatever the situation should this occur. We will notify you within 3 business days if delays are likely to occur, this notification will be via email.
• Specified shipping times are estimates only and whilst we make every effort to achieve these, delivery times do not constitute an integral part of the agreement and we shall not be liable for any direct, indirect or consequential loss, including, but without limitation, economic loss, loss of profits, loss of business, depletion of goodwill and similar losses, costs, damages or expenses caused directly or indirectly by any delay in the delivery of the products, even if caused by our negligence.
• If for any reason individuals at the provided delivery address refuse to accept delivery of the product(s), all risk for these products shall pass to you and we reserve the right to levy a £20 administration fee for return of the products to us, and a redelivery fee to another address nominated by you.
• We will take responsibility for resending any missing parcels that have been sent by recorded delivery or parcel force where items can be tracked and ToyShopLondon can make a claim. If sent standard Royal mail, we will send again, but any costs arising from a missing parcel are the responsibility of the customer.
• We have an ‘open’ returns policy for faulty products, and will endeavour to replace or exchange any items that have become defective within a reasonable period. If you’re not completely satisfied, please tell us about it so that we can put the situation right and do better next time!
  • Otherwise return costs are the responsibility of you the customer. You can return an unused product to us within 28 days for a full refund or exchange, provided it is in a resaleable condition. A 15% restocking fee may apply to cover re-packaging & checking of item(s).
• Deliver failures due to wrong address, no person at the address to sign for delivery and failure to contact the courier can result in the delivery being returned to the supplier. If this occurs a re-delivery charge will be applicable varying from £15 - £20. We reserve the right to levy a £20 administration fee for cancellation at this point as costs would already have been incurred by ourselves and our supplier.
• Customer Service - Often our supplier will provide the end customer service, our customer service team may refer you direct to our supplier. We will obviously ensure you receive a satisfactory resolution to issues.