Returns & exchanges
We'd rather you were completely happy than nearly happy. If a toy isn't right, send it back within 30 days and we'll cover the return label.
30 days
To change your mind
Free label
We pay the return
5 years
Structural guarantee
Changing your mind
You have 30 days from delivery to return anything unused, for any reason. You don't need to explain yourself.
- The toy must be unused and in its original packaging
- Reply to your order confirmation email to start a return
- We email you a prepaid return label — free for US addresses
- Refunds land back on your original payment method within 5 working days of us receiving it
Buying a gift for someone else? The 30 days starts when the recipient receives it, not when you order. Just tell us when you get in touch.
Faulty or damaged items
If something arrives damaged or develops a fault, that's on us and the 30-day window doesn't apply. Send us a photo and we'll replace it, repair it, or refund you in full — whichever you'd prefer.
- Furniture carries a 5-year structural guarantee
- Non-structural parts covered for 12 months
- We arrange collection of large furniture at our cost
- No receipt needed — we can find your order by email
Gift returns
The recipient can return a gift directly without you ever knowing. They won't see the price, and the refund can be issued as a gift card if you'd rather the value stayed as a Playtopia gift.
Find out about gift cards →Common questions
For a change of mind, no — it needs to be unused and in its original packaging. But if it's faulty or damaged, it doesn't matter how much it's been played with: we'll still replace or refund it.
Need to start a return?
A real person reads every message and replies within one working day.