Frequently Asked Questions

Contents

• How do I create an account?
• Do I need to be a member to buy from TheToyStore.com?
• How can I change my name, email address or password?
• How do I log in to my account?
• What should I do if I forget my password?

• What is Click & Collect?
• How long until my order will be ready for collection?
• Will I get charged delivery for Click & Collect?
• Do I pay online or instore?
• Is every item eligible for Click & Collect?
• How will I know when to go to the store?
• Do I need to take anything to store with me?

• What is your Best Price Policy?
• Can I cancel an order online?
• I am purchasing a present, can I have it gift wrapped before delivery?

• Which payment options do you accept?
• When will you charge my credit card?
• Will my personal information be secure when shopping online at The Toy Store Shop at Home?

• How much do you charge for delivery?
• What countries do you offer delivery to?
• How long does delivery take?
• How do I know if my order has been dispatched?
• Will you assemble my product for me?

• What is the returns and refunds policy?
• How do I return items I have bought online?
• How long do refunds take?

Creating and Updating your Account details

How do I create an account?

Please select My Account at the top right of the page. Select Register which will quickly enable you to enter your information so that you can fully benefit from our Rewards program. You will receive a verification email and your account will then be created.

I did not activate The Toy Store ID within the time frame. What should I do?

Contact us at info@thetoystore.com or on (+971) 800-69869 or Live Chat, if you are unable to activate your account.

Do I need to be a member to buy from TheToyStore.com?

No, you can check out as a Guest. However to receive the full benefits of being a The Toy Store customer and earning Rewards Club Tokens, registration is required.

The registration process is very short and requested information is relevant to your purchases and orders.

How can I change my name, email address or password?

Click on My Account once you are logged in, to edit your details.

How do I log in to my account?

Please click on My Account on the top right of the page and enter your details.

What should I do if I forget my password?

At the login page please click on Forgot password, enter your email address and a new password will be emailed to you shortly.

Click & Collect

What is Click & Collect?

Click & Collect enables you to order online, and collect your order in store at The Toy Store (within the UAE).

How long until my order will be ready for collection?

Orders will be ready within 2-4 days maximum. Orders to collect in our Fujairah and Sharjah stores may take up to 5 working days.

Will I get charged delivery for Click & Collect?

No, Click & Collect orders will not get a delivery charge.

Do I pay online or in-store?

The choice is yours. We accept various payment methods online including PayPal, credit and debit cards (Visa, Visa Electron and Mastercard). You can also pay in cash or by card in-store at the time of collection.

Is every item eligible for Click & Collect?

Certain large items are not eligible for Click & Collect - Playhouses, Slides, Trampolines, Swings, Climbing Frames, Inflatable Playgrounds and Pools are amongst the items that can’t be sent to a store for collection. We can deliver these items to your home instead.

How will I know when to go to the store?

You will receive an email confirmation when your order is ready to collect.

Do I need to take anything to store with me?

Please take a copy of your order confirmation.

I have another question not listed here

Please check our Click & Collect Info Page, or contact us.

Ordering

What is your Best Price Policy?

We set highly competitive prices for all our products. If you find any of our products in the UAE cheaper sold elsewhere with the same service conditions, we’ll match that price for you.

The product must be in stock at the competitor. The price has to apply to an identical individual product in terms of make, model, size or colour. We don't match prices only available via 3rd party websites, or with voucher codes.

We don't match clearance pricing. The price must be valid at the time of purchase and cannot be reclaimed post purchase.

Can I cancel an order online?

It is not possible to cancel an online order without contacting one of our service representatives.. Please contact us as soon as possible if you wish to cancel or amend your order, we are always happy to help.

I am purchasing a present, can I have it gift wrapped before delivery?

Of course! We offer this service free of charge to all our Reward Club customers. Please select this option on the check out page when you fill out the payment details.

Payment

Which payment options do you accept?

Payment can be done in advance or upon delivery. We accept PayPal, credit and debit cards via our secure website. Alternatively, if you’re inside the UAE, you can pay with cash or card upon delivery. You can shop with confidence from TheToyStore.com, knowing that transactions are protected by the highest level of security via 256-bits SSL encryption.

Please note: we will authorize your credit card at the time of your order. As part of this authorization process, your bank will place a hold on your account for the purchase amount of your order. The hold will be removed after a number of days determined by your banking institution - check with your bank for details.

When will you charge my credit card?

All orders paid for by credit card are pre-authorized immediately after the order is taken for the entire amount of the order, including any backorder items. However, the billing of these orders only takes place once the goods have shipped.

Please note: As part of the pre-authorization process, your bank will place a hold on your account for the purchase amount of your order. The hold will be removed after a number of days determined by your banking institution - check with your bank for details.

Will my personal information be secure when shopping online at The Toy Store Shop at Home?

You can shop from TheToyStore.com with utmost confidence, knowing that transactions are protected by the highest level of security via 256-bits SSL encryption.

Delivery

How much do you charge for delivery?

Quick delivery is free within the UAE for all orders over AED 200. Orders under AED 200 will be charged AED 20.95 for delivery within the UAE.

For all other countries, the delivery cost will vary depending on the size and weight of the items you are buying. If you proceed to the check out page, the correct shipping costs will be shown based on your shipping address.

Please note additional duty and custom fees may be applicable for deliveries outside the UAE which the consignee will be liable for.

What countries do you offer delivery to?

We offer delivery to most countries. If you proceed to check out and enter your shipping details, the shipping charge will automatically calculate.  Please note, additional duty and customs fees may be applicable outside the UAE and are to be paid by the consignee.

Certain items such as toy weapons or toys needing batteries may also be prohibited from being shipped. Please check with us first to avoid disappointment.

How long does delivery take?

We deliver within 2-4 days (within UAE) but will often deliver sooner if possible. This excludes Fridays and National Holidays.

Regional and international orders will be dispatched within 24 hours. We aim to deliver within 3-4 days, subject to local customs and regulations.

Orders placed Thursday after 5pm will be processed on the next working day.

How do I know if my order has been dispatched?

You will receive a notification email once your order has been dispatched.

Our delivery team will contact you prior to delivery to confirm your presence at the given location.

We will drop you an e-mail/text message in case there is no response from you to our call attempts. Your delivery may get rescheduled to the next working day if we haven’t heard from you within 20-30 minutes from our last call attempt.

If no one is physically able to collect your parcel on delivery after two attempts, your parcel will either be held at the nearest The Toy Store/Hallmark store for you to collect or will sent back to us.

Your order will get canceled if there is no response from you within 7-14 days from the date of purchase.

Will you assemble my product for me?

Of course! And we don’t charge for this service. Our specialist team will assemble large toys including trampolines, play houses and bicycles for free upon delivery within the UAE. If you have any questions about this, please contact us.

Returns and Refunds

What is the returns and refunds policy?

We want you to be delighted with every product you buy from The Toy Store. If you’re not fully satisfied, we’re happy to help you select a different product or grant a quick refund.

The item must be in original condition, with unopened packaging and must be returned within 30 days with proof of purchase (receipt). The same rules apply for sale products.

Any item with a manufacturer’s warranty which is found to be defective from the manufacture will be sent for repair under warranty, based on it meeting warranty conditions.

Please read our Terms & Conditions and Privacy Policy before you make a purchase at TheToyStore.com.

How do I return items I have bought online?

If you are in the UAE, please contact us to arrange a free collection of unwanted items within 30 days of receipt. Alternatively, you can return or exchange the items in any of The Toy Store outlets, find your nearest store here.

If you are based outside of the UAE, please email us at info@thetoystore.com and we will advise you on the best return options for you.

Please note we can only collect returns from the address we delivered to so please check your products before taking them overseas. We don’t offer the free collection service for items bought in-store. Instead, please return the item to a store for an exchange or refund.

How long do refunds take?

If you have paid through electronic means (credit or debit card), we will process the refund straight away, although, depending on your bank’s process, this can take up to a month to be reflected on your card statement.