Refund / Return / Order Cancellation Policy

Cooling off Period / Change of Mind / Right to Cancellation:

We are happy to assist you with the return of items purchased online that are unsuitable once we are notified within 14 days from the day after delivery of the item(s). Once we are informed of your decision to cancel and return your order, you have a further 14 days from the date you cancelled to return any item(s) to us. While the item(s) are in your possession you must take reasonable and appropriate care of them. They must be in a resaleable, as sold condition. By this we mean:

• You have kept all original packaging and labels in good condition and the products can be resold at full price.

• You have not used the product.

• The product contains no personal data and is not registered to a user.

Refunds will be processed back to the same payment method that was used for the original order and will be issued once the goods have been returned to us. If you paid for shipping, the cost of shipping will also be refunded.

Please be aware that we will cover return costs only if the goods are faulty.

Totally Toys reserves the right to refuse any returns where it is apparent that any of the above requirements have not been met.

Please note that larger surcharge items such as Playhouses, trampolines etc. will incur a €29.99 courier returns charge should courier collection have to be arranged.

We recommend you use recorded delivery as proof of postage is not proof of receipt.

Refunds & Exchange Process:

Please include a completed return note with the reason for return, your order number (e.g. WEB-12345), name address & telephone no and/or the product information for the exchange. Please note that refunds can take 3-5 working days to be processed after the item is received back. As soon as your refund is processed you will receive a confirmation email. These conditions do not affect your statutory rights.

Delivery Charges:

If your order included a delivery charge, delivery charges will be refunded in the case of a return for refund.

Return Address:

Totally Toys,
Moneen Industrial Estate,
Castlebar,
Co. Mayo,
F23 DH24

 or return in person to our store.

Faulty Goods:

In the unlikely event that an item reaches you in less than perfect condition, the item is not working properly or the item is faulty, simply send it back to us with a full description of the fault and we will issue a full refund or replace the item for you. 

Returning Incorrect Items:

Upon delivery, it is the customer’s responsibility to check the contents of their packages and inform us of any discrepancies at the earliest opportunity.

Please note that some items may be dispatched in an outer carton that differs in description to that of the items ordered. Where you have received the incorrect items, we will arrange collection of the incorrect items on a date suitable for you within 7 days of the correct item being delivered. Where the correct item has been delivered and the incorrect item has not been collected or otherwise returned to us, then you will be liable for the cost of the incorrect item(s).