Our return guarantee
Do you not like the products you have ordered or are they defective? Then you have the option of cancelling your order within a period of 14 days after receiving the goods.
You can cancel your contract without providing a reason. To do so you can use the following sample cancellation form or you can relay your cancellation in writing using the mediums of a letter, email, fax or you can cancel by telephone. To adhere to the deadline, it is sufficient for us when you inform us before the expiration of the 14 day cancellation period.
Cancellation is excluded for software, audio or video recordings which you have unsealed from the packaging. The statutory right of warranty shall apply for defective goods. For details about this, please consult our T&Cs.
We pay the costs of returning your goods. We also accept the risk of the goods being damaged during their return transportation.
If you want to exchange your goods, we will send you the articles you want as quickly as possible.
If you have asked for a refund and the goods have already been paid for, we will always refund the credit for articles that were paid for by credit card to your credit card account. Credit for items which have been paid for via PayPal, will be refunded to your PayPal account.
After receipt of your returned goods, you will receive a return confirmation by e-mail quoting the articles that we have credited to your customer account.
How does the return process work?
With returns from Germany, you have three options:
a) You hand over the return consignment to a Hermes courier: You can hand over your parcel to a Hermes courier straight away if you are receiving more goods.
b) You hand in the return consignment yourself: You can simply take your return parcel and hand it in at one of over 13,000 Hermes parcel shops.
c) You request collection online: At www.mytoys.com/myaccount you can access "Order Overview/Returns" and easily arrange for your return parcel to be collected by the Hermes mail-order service. You can also find detailed information about this on the delivery note which is enclosed with your order.
In the case of deliveries which were not made using the Hermes mail-order service, please contact us so that we can arrange for your goods to be collected.
Returns from Austria:
We request that our customers from Austria post their returns to our post box in Gernsheim using the national post. In the order overview section of "My Account", you can print out a returns label for your parcel. If you use this label on your parcel, your return will be posted for free. Please do not use a courier service (e.g. UPS or FedEx), as we will be unable to refund the cost of your return in this case.
Returns from UK, Belgium, Spain, the Netherlands, Romania, Finland, Slovenia, Estonia, Cyprus, Czech Republic, Greece,Hungary, Ireland, Italy, Poland, Portugal, Slovakia, Sweden:
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.
Returns from all other EU countries and the 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 (firstname.lastname@example.org) along with your international bank details, and we will reimburse you for this cost as soon as possible. Please do not forget to enclose the returns voucher in the shipment.
Our returns address is: