Damaged or faulty items
We are very lucky that faulty items are rare at Farm Toys Online, but if you receive an item that is damaged / faulty / missing parts / etc. please contact us within 14 days of delivery referencing your order number.
We will supply any missing parts or, when necessary, a completely new identical product.
We normally ask for a photo to be emailed to us as proof of damage. Occasionally, the faulty item may need to be returned to us. We normally supply a free returns label for this. When it is not clear whether a product is faulty or not, we will ask you to return the product to us yourself so that we can examine it.
Returning your unwanted items for a refund or exchange
We always hope that you love what you've ordered from us. But if, for any reason, you don't we'll be happy to refund or exchange any item that is returned in a fully re-saleable condition within 14 days of delivery. You can also return the unwanted items within 15-28 days of delivery, for a credit note for our website or an item exchange. You can return your unopened / unwanted item/s, referencing your order number, to the following address:
Farm Toys Online
Unit 4, Lopen Business Park
Mill Lane, Lopen
Please include a brief note to say whether you would like a refund or to exchange the product for a different one. If you would like an exchange and there is a difference in price between the two items we will refund you the difference once we have received your return back or issue you a credit note for our website, or contact you for an additional payment if the new item is more expensive. We will send you the new item free of any new delivery charge (to the UK).
Send us your return using an insured or trackable shipper that is most convenient for you. If using Royal Mail we recommend you obtain proof of postage from your post office. All returns must be securely packaged to avoid any damage in return transit using the original packaging or another box, if you prefer.
If the unwanted item is returned damaged or otherwise not re-sellable as new we may not be able to offer you a cash refund and may need to offer you a gift voucher for our website instead.
As part of our extended Christmas gift returns, purchases made between 1st November and 24th December are eligible for a full refund or exchange until and including 31st January.
- The item must be in re-saleable condition & with proof of purchase.
- Customers can return the online item in the post and they will receive a refund excluding shipping charges.
Refunding the delivery charge if your order is late
We are not able to refund your standard delivery shipping if your order is late, unless your order is 15 days or more late to the UK (longer to non-UK addresses), in which case the order is then classified as 'lost' and we can refund your entire order if you request us to do this.
We can refund the difference in price between your express shipping charge and our standard shipping charge if your order is late and you contact us requesting this partial shipping refund. However, we can not refund express orders themselves if they are late. If your express order is late and you no longer want it, you are welcome to return the order to us but the return shipping is at your own expense.
Get in touch
If for any reason you need to get in contact with us about your order, don’t hesitate to get in touch.