Terms & Conditions

This website is run by Toys Ahoy Limited, registered in England and Wales (company number 07994329). Our shop and registered address is 2 Admirals Way, Hythe, Southampton, Hampshire, SO45 6RU.

Contact us on 023 8084 9388, by email at hello@toysahoyshop.co.uk, or through our contact form. These terms are for customers buying as consumers, not for business resale.

When you place an order, we’ll email you a confirmation. That confirmation is when our contract with you begins.

We keep our online stock separate from the shop floor, so if you can add something to your basket, it’s set aside for you. In the unlikely event we can’t supply something you’ve ordered, we’ll contact you straight away and refund you in full for it.

Please check the age guidance on each product. Toys marked as unsuitable for young children may contain small parts.

All prices are in pounds sterling and include VAT where it applies. Delivery charges are shown in your basket before you pay.

We work hard to get prices right. If we’ve made an obvious mistake with a price, we’ll contact you before dispatch and you can choose whether to go ahead at the correct price or cancel for a full refund.

You pay when you place your order, by card, Apple Pay or Google Pay through our secure payment provider. Discount codes can’t be exchanged for cash, can’t be applied after an order has been placed, and may be withdrawn at any time.

UK Delivery: a flat £5.95 per order to addresses anywhere in the UK. We don’t currently deliver outside the UK. We aim to dispatch every order within one working day, and it should arrive within a couple of days, though we can’t control courier delays. The goods become your responsibility once they’re delivered.

Click and Collect: free from our shop in Hythe. We’ll email you when your order is ready, which can often be the same day. We’ll keep it for you for 14 days. If it hasn’t been collected by then, we’ll get in touch before cancelling and refunding it.

Gift wrap: £2.50 per order, however many items it includes.

Your legal right to cancel: you can cancel your order for any reason within 14 days of receiving it. You then have a further 14 days to send the goods back. We’ll refund you within 14 days of getting them back, including the standard delivery charge you originally paid.

Our 28-day promise: we go further than the law, and you can return items in their original condition within 28 days of receiving them for a full refund. See our Returns and Refunds page for how.

Unless an item is faulty, return postage is your responsibility. Please get proof of postage. If an item comes back used or handled more than you’d need to look at it in a shop, we may reduce your refund to reflect that.

The right to cancel doesn’t apply to items that have been personalised for you, or sealed items that can’t be returned for hygiene reasons once unsealed.

Event tickets: because tickets are for a specific date, the 14-day right to cancel doesn’t apply. If you can’t make it, let us know at least 48 hours before the event and we’ll do our best to move you to another date. Tickets aren’t otherwise refundable. If we have to cancel an event, we’ll refund you in full.

Everything we sell must be as described, of satisfactory quality and fit for purpose. If something arrives damaged or develops a fault, contact us as soon as you reasonably can.

You have 30 days from delivery to reject a faulty item for a full refund. After that, we’ll repair or replace it, and if that isn’t possible, you’re entitled to a refund. We’ll cover the cost of sending faulty items back to us. These rights come from the Consumer Rights Act 2015.

We’re responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or failing to take reasonable care. We’re not responsible for loss or damage that isn’t foreseeable, or for any business losses.

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that can’t legally be limited, and nothing affects your legal rights as a consumer.

Please follow the manufacturer’s age guidance, safety warnings and instructions, and supervise young children with toys.

These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you can also bring a claim in your local courts.

If you have a problem, please talk to us first, as we’d much rather put it right. We may update these terms from time to time. The version on this page when you place your order is the one that applies.