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  • Returns FAQ
Returns F.A.Q.

What is your return policy if the item I receive is faulty?

Genuinely faulty goods will be replaced or money refunded. If the request is made after 7 days, your request will be rejected. If agreed goods are faulty, please contact us before sending back, so we can arrange a returns label to be sent. All items returned to us will be inspected for signs of wear and sabotage. Items must be sent back to us with a copy of the original invoice and a detailed note explaining reason for return/exchange and a telephone number. Failure to include any paperwork will result in delays in processing.

What is your return policy on items that do not fit or no longer required?

We are happy to take back items which do not fit or are no longer required with the exception of wigs, hosiery, makeup and underwear which cannot be returned due to hygiene. Please send the item back in the original packaging and packed neatly within 14 days of purchase and in re-sellable condition. Postage will not be refunded and it is the customers responsibility to pay for and ship the item back to us. Free postage items will also be subject to a £2.50 fee. Any items returned after 14 days or incomplete will be returned to the customer. Items must be sent back with a copy of the original invoice, detailed note explaining the reason for the return and a telephone number. Failure to include any paperwork will result in delays in processing.

What is your return policy on items that need an exchange?

Items that require an exchange for a different size or item need to be sent back within 14 days of receipt. Items must include a detailed note along with a copy of the original invoice and/ or user id, item number and telephone number. It is the customers responsibility to pay for and ship the item back to us and cover any additional costs or postage. Additional payment to resend the exchange out to you can be included in the return or be paid over the phone by calling customer service.

I received the wrong item what shall I do?

Please call customer service on 0845-6344193 who will be able to resolve the problem swiftly.

I received my items too late and now no longer needed what shall I do?

If your goods arrive after the party and we are at fault by not sending you out the items in time or you paid for next day delivery and you did not receive your item you can send the items back, please contact us beforehand to arrange return. If you are unavailable for delivery or have chosen 1st class postage which is not a guaranteed service, it is the customers responsibility to pay for and ship the item back to us.

What address shall I send my return to?

Please send your return with your paperwork to the address on the invoice. If you have misplaced your invoice send item back with a detailed note along with your item number, user id and telephone number to: Magic Toyz Ltd, Unit 17, Bellingham Way, New Hythe Business Park, Aylesford, Kent, ME20 7HP. Failure to include any paperwork will result in delays in processing.

I sent my return but you have not received it... help?

You are responsible for any returned goods until they reach us. Cost and risk of return is at your expense and we strongly recommend you receive proof of postage or opt for a recorded service. If goods are returned without a recorded service and are not received by us, it is the customers responsibility to raise the claim with the courier.

How long will my refund take to be processed?

Please allow up to 7 working days for your refund to be processed once we have received the item back. It may take some additional time for the refund to show up on your statement.

I am still confused about sending a return... help?

Please call customer service on 0845-6344193 and they will be happy to assist you.