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  • Returns FAQ
Returns F.A.Q.

What is your return policy if the item I receive is faulty?

Genuinely faulty goods will be replaced or money refunded, however we must be advised of any faulty goods within 7 days of receipt and returned within 14 days. It is the customer’s responsibility to pay for and ship the item back to us. If the item is found to be faulty, we will also refund the postage cost. Please note we only refund 1st class postage. All items returned to us will be inspected for signs of wear or sabotage. Items must be sent back with a copy of original invoice and a detailed note explaining reason of return/exchange and a telephone number. Failure to include any paperwork will result in delays in processing.

What is your return policy on items that do not fit or no longer required?

We are happy to take back items that do not fit or no longer required with the exception of wigs, hosiery & underwear which cannot be returned due to hygiene. Please send the item back in original packaging and packed neatly within 14 days of purchase in re-sellable condition. Items will be subject to a 10% restocking fee. Postage will not be refunded and it is the customer’s responsibility to pay for and ship the item back to us. Any items returned after 14 days or incomplete will be sent back to the customer. Items must be sent back with a copy of original invoice, detailed note explaining reason of return and a telephone number. Failure to include any paperwork will result in delays in processing.

What is your return policy on items that need an exchange?

Items that require an exchange for a different size or item need to be sent back within 14 days of receipt. Items must include a detailed note along with a copy of the original invoice and/ or user id, item number and telephone number. It is the customer’s responsibility to pay for and ship the item back to us and cover any additional costs or postage. Additional payment can be included in the return or be paid over the phone by calling customer service.

I received the wrong item what shall I do?

Please call customer service on 0845-6344193 who will be able to resolve the problem swiftly.

I received my items too late and now no longer needed what shall I do?

If your goods arrive after the party and we are at fault by not sending you out the items in time or you paid for next day delivery and you did not receive your item you can send the items back and we will refund you including your postage. If you are unavailable for delivery or have chosen 1st class postage which is not a guaranteed service, the items will be subject to a 10% restocking fee. It is the customer’s responsibility to pay for and ship the item back to us.

What address shall I send my return to?

Please send your return with your paperwork to the address on the invoice. If you have misplaced your invoice send item back with a detailed note along with your item number, user id and telephone number to: Magic Toyz Ltd, Unit 17, Bellingham Way, New Hythe Business Park, Aylesford, Kent, ME20 7HP. Failure to include any paperwork will result in delays in processing.

I sent my return but you have not received it... help?

You are responsible for any returned goods until they reach us. Cost and risk of return is at your expense and we strongly recommend you receive proof of posting or opt for a recorded service. Currently we only refund 1st class postage.

How long will my refund take to be processed?

Please allow upto 7 working days for your refund to be processed and 14 days during October-December. It may take some additional time for the refund to show up on your statement.

I am still confused about sending a return... help?

Please call customer service on 0845-6344193 and they will be happy to assist you.