FAQ - Frequently Asked Questions

How do I go about making a purchase from myToys.com?

Making a purchase from myToys.com is very easy. On the homepage you will find various options for finding the product you want. These options include searching for words and our gift ideas, which include various recommendations. Our gift ideas help you, for example, you could search for a wooden toy for a 4-year-old boy costing between € 10.00 and € 20.00. In addition, you can also search in specific categories such as toy brands, the age of the child or the type of toy you are after. Once you have found a product you like, you can place it in your virtual shopping basket by clicking "Add to Basket".

How do I order a product from myToys.com?

Once you have found a product you like, you can place it in your virtual shopping basket by clicking on the basket symbol. You then have the option of either continuing with your shopping ("Continue purchase") or submitting your order ("Continue to Checkout"). If you decide to continue shopping, you can then also submit your order by simply clicking on My Basket at the top right corner of the screen. You will then be taken to the basket overview screen. If you want to order more than one of any article, please change the quantity in the appropriate box. Once all of the articles you want are contained in your basket, click on "Continue to Checkout". You will then automatically be guided through our order process. As part of this, you will be asked to provide us with your delivery address and invoice address. If you wish, you then also have the option of selecting gift wrap for your chosen articles and you can include a personal greeting card.

How does the myToys.com Favourites List work?

On myToys.com, simply use the Favourites List to mark your favourite products for later visits.

It's so easy:

Add a product to your Favourites List

Your Favourites List is available while you are shopping on www.myToys.com.

Simply click on the "On my Favourites List" button in every product description in order to add a product to your Favourites List.

By clicking on the "Favourites List" link at the top of the page next to your shopping basket, you can view your Favourites List at any time while shopping.

Shop comfortably and easily while collecting products on your Favourites List to compare or save. You can decide later which products you would really like to order.
Order your products

If you would like to order one or more of the products on your Favourites List, you can simply move these products to your shopping basket.

Here's how it works:

For every article in your Favourites List that is currently available, you will find an "Add to Basket" button next to it. As soon as you click this button, the article will be moved to your shopping basket. You will no longer see the article on your Favourites List.

If you would like to move all the products on your Favourites List to your shopping basket, simply click the "Everything in my basket" button. Afterwards, all the products from your Favourites List will be in your shopping basket. Any unavailable products will remain on your Favourites List for later.

Then simply click on the familiar "Continue to Checkout" button to complete your purchase.
Using the Favourites List without registration

At myToys.com, every customer can use the Favourites List, even if you are not registered or have not yet logged-in.

However, if you wish to save your Favourites List for later and access it from other computers, then you will need a user account. As soon as you log in, your Favourites List will be connected with your user account and be available to you every time you log in.

If you already added products to your Favourites List during your last visit to myToys.com, once you log in these products will also be shown in your Favourites List along with the products added during your current visit. Of course, you can delete products from your Favourites List at any time.
Delete products from my Favourites List

You can delete products from your Favourites List by clicking on "Delete from Favourites List". If you would like to delete all the products from your Favourites List, simply click on "Delete all products from Favourites List".

What payment options are available?

At myToys.com you can pay by credit card or PayPal.

Is it safe and secure to use credit cards on myToys.com?

myToys.com guarantees that your payment will be safe and secure: Your payment details are safely protected from unauthorised access on our secure server. All data that you provide to us when you place an order is transmitted in an encrypted format. This applies particularly to your credit card details. We use the SSL (Secure Socket Layer) coding system. Using a credit card on the internet is one of the safest and most secure methods of payment. myToys.com has never experienced any case of credit card fraud as a result of erroneous or insecure transmission of data.

The only difference to making a credit card payment in a shop is that on the internet you do not need to provide a signature in addition to your details (credit card number and expiry date). All you need to specify in addition to your credit card details is the so-called card verification code (can be found on the signature strip on the back of your credit card). The security of your payment is not compromised in any way by this. In contrast to making a credit card payment in a shop, you do in fact have the advantage with making an online payment that no unauthorised third party can get a glimpse of your credit card details.

If credit card fraud occurs, most banks will pay either all of the resulting costs or will limit the card holder's own share of the costs to € 150.00 (please consult your credit card agreement for details of the precise arrangements).

Shipping costs and delivery times

Zone	Country	Shipping costs	Delivery times
0	Germany	€ 2.95	approx. 2-5 working days
1	Austria Belgium Netherlands	€ 5.95	approx. 5 working days
2	Denmark	€ 6.95	approx. 5 working days
3	Czech Republic Great Britain Hungary Ireland Italy Poland Slovakia Slovenia Sweden	€ 11.95	approx. 6-10 working days
4	Estonia Finland Latvia Lithuania	€ 13.95	approx. 8-10 working days
5	Bulgaria Cyprus* Greece Malta Portugal Romania Spain**	€ 15.95	approx. 8-12 working days
6	United States	€ 21,-	approx. 10-25 working days

*excluding Northern Cyprus
**excluding Canary Islands, Ceuta and Melilla

Which countries do you deliver to?

We are happy to deliver your order to the following countries:

Austria
Belgium
Bulgaria
Cyprus*
Czech Republic
Denmark
Estonia
Finland
Germany
Great Britain
Greece
Hungary
Ireland
Italy
Latvia
Lithuania
Malta
Netherlands
Poland
Portugal
Romania
Slovakia
Slovenia
Spain**
Sweden
United States

*excluding Northern Cyprus
**excluding Canary Islands, Ceuta and Melilla
You can find more details about deliveries to foreign countries here.

What costs are charged for delivery?

The flat-rate charge for shipping costs at myToys.com is incurred regardless of the value of your order. This covers a proportion of the packaging, shipping and postage costs; myToys.com pays the rest for you. If an order contains particularly bulky or heavy articles and therefore needs to be delivered by a courier, we levy a courier surcharge of € 5.00. Deliveries by couriers are only possible within Germany. Articles to which this applies are marked with the note "Courier article (delivery only possible in Germany)".

Can I exchange goods which I buy from myToys.com or return them if I do not like them?

Do you not like the products you have ordered or are they damaged? Then of course you have the option of cancelling your order within a period of 14 days after receiving the goods. Your notice of cancellation does not need to contain any reasons and must be delivered in writing (e-mail or fax) or by returning the goods. A timely dispatch of the goods or the notice of cancellation shall be sufficient for complying with the deadline period. We carry the risk of damage to the goods during return transportation.

Cancellation is excluded for software, audio or video recordings which you have unsealed from the packaging. The statutory right of warranty shall apply to defective goods. For details about this, please consult our Terms & Conditions.

As an additional service, we pay the costs of any return. We ask that in any event you take heed of our notes regarding the return of goods. Notes on returns

from Germany can be found here

from Austria can be found here

from other EU countries of delivery can be found here

from the United States can be found here

Can I have a product that I buy as a gift sent directly to the person receiving the gift?

Of course you can! We are more than happy to send the parcel to an address other than the invoice address. Unfortunately, due to high demand, our greeting card and gift wrapping service are unavailable at the moment. We apologize for any inconvenience this has caused you.

How quickly are goods delivered?

Country	Delivery times
Germany	2-7 working days
Austria Belgium Netherlands	approx. 5 working days
Denmark	approx. 5 working days
Czech Republic Great Britain Hungary Ireland Italy Poland Slovakia Slovenia Sweden	approx. 6-10 working days
Estonia Finland Latvia Lithuania	approx. 8-10 working days
Bulgaria Cyprus Greece Malta Portugal Romania Spain	approx. 8-12 working days
United States	approx. 10-25 working days

Who will actually deliver the articles?

For delivery within Germany:

Within Germany we ship our products using the Hermes mail-order service because we want to offer an excellent delivery service to our customers and we have been delighted with the speed and reliability of the Hermes mail-order service over many years.

For deliveries to EU countries and the United States:

Deliveries to customers in EU countries and the United States are made by DHL, if necessary also using the respective national postal service.

What happens if I am not at home when the delivery arrives?

If you are not at home when the delivery arrives, DHL will either leave the parcel with a neighbour or leave a note, informing you that you can retrieve the parcel at your local post office.

Can I also opt for express delivery?

Unfortunately express delivery isn't possible at the moment.

Does myToys.com also offer gift vouchers?

We offer online gift vouchers in various amounts; you can find more information about this here.

Is there a myToys.com catalogue?

At the moment, it is not possible to place any catalogue orders.

Does myToys.com have retail stores?

We currently only have retail stores in Germany (Berlin-Neukölln, Kassel, Cologne-Weiden, Cologne-Chorweiler, Lübeck, Neuss, Nuremberg, Siegen, Wiesbaden and Worms).

How do I redeem a voucher?

Have you received a voucher or discount from us? Here's how you redeem it:

Place the articles you want in your basket
Go to "Checkout"
Log in or register as a new customer
On the "Overview" page click on "Voucher/discount/free articles"
Then enter your voucher or discount code and click "Redeem"
On the "Overview" page you will then see the value of the voucher and the reduced final amount for your purchase
Submit your order - that's it!

Please consult the respective terms and conditions of redemption for details of the validity and minimum order value of your voucher or discount as well as further terms and conditions. For example, certain vouchers are only valid for allowing new customers to learn about what we have to offer; this is detailed accordingly.

Please note that the voucher or discount cannot be redeemed in return for a cash payment. Subsequent offsetting is excluded. The voucher code must be entered during the course of the order process.

Only one voucher/discount may be credited per household and per order. Vouchers, discounts and free articles cannot be combined with one another.

Vouchers or discounts cannot be credited to books and gift vouchers due to statutory provisions.

How does the tell a friend scheme work?

The tell a friend scheme is a way that you can invite your friends to learn more about myToys.com. Every person who you suggest for the tell a friend scheme is therefore sent an e-mail containing a voucher code worth € 5.00 which can be used for their first purchase with myToys.com. This voucher can be redeemed with a minimum order of € 25.00 or more. The voucher can be used online as soon as it is received and is valid for 12 months from the date on which it is sent. The voucher cannot be used for orders made by fax, telephone or e-mail or subsequently after an order has been submitted. A cash payment is not possible either.

You as a friend proposer are entered into our monthly competition and with a little luck you can win one of three myToys.com vouchers worth € 100.00.

You can access the tell a friend scheme here.

Can I deduct the value of the returned goods when paying my invoice?

With the "Credit card" payment method, we will have the value of the returned goods credited to your credit card again as quickly as possible.

Can I pre-order products?

It is possible to pre-order selected articles. If an article can be pre-ordered, you will be shown this option in the article view. You can place the article in your basket by clicking on "Pre-order". Even if your order is to be delivered in several parcels, shipping costs will only be charged once per order.

I have forgotten my password - how can I still place an order?

If you have forgotten your password, please click on "Forgotten password?" in the left-hand section of the log-in page (you get to this page after clicking the button "Continue to Checkout" after seeing the basket overview). A window will open up into which you simply enter the e-mail address that you used to register. A new password will be sent to you by e-mail within just a few minutes.

Please note that customer service is unable to give you any information about your password.

How do I receive credit for my webmiles and payback points?

It is not possible to collect webmiles or payback points by making a purchase from myToys.com as we are not a partner member of these collection schemes. This is why when you buy from us you will not find any form where you can enter your code. Your webmiles or payback points can only be credited if you have accessed our website via a link from www.webmiles.de or www.payback.de. Apart from this, no miles or points can be credited to you, not even subsequently on request. Please note that experience tells us that the process of handling and crediting with webmiles and Payback can take a number of weeks. The myToys.com customer service team is unable to give you any information about how many points or miles you have in your account. If you have any questions, please only contact the customer service teams at webmiles or Payback.

Who pays the costs for the return of goods?

For goods returned from Germany:

If you use the enclosed return note and hand your consignment over to a Hermes courier, hand it in at one of the 13,000 Hermes parcel shops or request a collection online, the return of goods is free of charge for you.

Great Britain
Belgium
Spain
The Netherlands
Romania
Finland
Slovenia
Estonia
For goods returned from our EU countries of delivery:

Please return your parcel using the national post. In the order overview section of "My Account", you can create and print out a returns label for your parcel. If you use this label on your parcel, your return will be posted for free.

EU
United States
Other EU countries and United States:

We request that our international customers post their returns to our return address in Germany using the national post. Please do not use a courier service (e.g. UPS or FedEx), or we will be unable to refund the cost of your return in this case. Once you have posted your returns to us, please send us a copy of the postage receipt via fax (+49-30726 201444) or email (service@mytoys.com) along with your international bank details (IBAN and BIC code), and we will reimburse you for these costs as soon as possible.