Returns & Cancellations

Your 14-day right to cancel

As a UK consumer buying online, you can cancel your order for any reason within 14 days of receiving it — you don't need to give a reason. This applies whether the item's been opened or not, though see the exceptions below.

How to request a return

The quickest way is from your account — go to your order history, open the order, and use the "Request return" form. If you checked out as a guest and don't have an account, email toyventuresuk@gmail.com with your order number instead.

You need to let us know within 14 days of receiving your order. Once you have, you then have a further 14 days to actually send the item back to us.

Sending it back

Please return items unused and in their original packaging where possible. You're responsible for the cost of returning the item unless it arrived faulty or we sent the wrong thing — see Faulty or damaged items below.

Exceptions

For hygiene reasons, pierced jewellery such as earrings can't be returned once the seal or packaging has been opened, unless faulty.

Refunds

Once we've received the returned item (or you've given us proof you've sent it), we'll refund you within 14 days, to the original payment method. Original delivery charges are refunded too, though if you chose a faster/pricier delivery option than our standard one, we only have to refund the standard cost.

Faulty or damaged items

If something arrives faulty, damaged, or not as described, this isn't the 14-day cancellation right above — you have separate, stronger rights under the Consumer Rights Act 2015, including a 30-day right to a full refund in most cases. Contact us at toyventuresuk@gmail.com with photos if you can, and we'll sort out a replacement or refund — you won't pay return postage in this case.