Refund policy

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2015, if you place an order online, you have the right to cancel your order within 14 calendar days of receiving your goods.

To cancel your order, please contact us via the Order Cancellations and Returns form on the Contact Us page. You must then return the goods within 14 days of notifying us of your cancellation. Please include the original delivery note and send the items to:
FAO Cancellations
Orchard Toys Ltd
Chestnut Drive
Wymondham
Norfolk
NR18 9SB

You are responsible for taking reasonable care of the goods while they are in your possession. Items must be returned unused, undamaged, and in their original packaging. Handling should be limited to what is reasonably necessary to inspect the goods, as you would in a shop. Please ensure returns are packaged securely, as we cannot be responsible for items lost in transit.

We will refund the cost of the returned goods and the standard outbound delivery charge within 14 days of receiving the goods back, or earlier if you provide proof of return. If only part of an order is cancelled, the original delivery charge will not be refunded. Return postage costs are the customer's responsibility.

If your goods arrive damaged, faulty, or do not match your order, please contact us via General Enquiries. Where goods are damaged, defective, or incorrect, we will refund the affected items and the original delivery charge unless a free replacement is provided.