Questions and answers
The things shoppers ask before they buy. Can't find yours? Get in touch and we'll help.
Last updated 6 October 2026
Ordering and payment
Do I need an account to order?
No. You can check out as a guest. An account lets you track orders, save addresses, keep a wishlist and start returns from your order page. You can sign up with your email or with Google.
How do I pay?
You pay by card at checkout. Payments are handled by Stripe, so your card number goes straight to them and is never seen or stored by Toylo. Prices are in pounds sterling and include VAT where applicable.
Can I send a toy as a gift with a message?
Yes. At the delivery step of checkout, tick "This is a gift" and write a short message of up to 200 characters. It is saved with your order and shown in your confirmation email.
Can I change or cancel my order after placing it?
Email us as soon as you can with your order number. If it has not been dispatched we will do our best to change or cancel it. You also have 14 days from delivery to cancel for any reason under the Consumer Contracts Regulations.
Delivery
How much does delivery cost?
Standard delivery is free on orders of £40 or more. Below that, the charge is shown at checkout before you pay. Express delivery is also available at checkout.
How long will my order take?
We pack and send orders as quickly as we can, and email you the moment yours is on its way. Unless we agree a different date with you, UK law entitles you to receive your order within 30 days.
How can I track my order?
When your order ships we email you, with the courier's tracking number and link whenever they give us one. You can also look up any order with its number and your email, or sign in and open it from your account.
My parcel has not arrived. What do I do?
Check the tracking link in your shipping email first. If it still has not arrived when you expect it, contact us with your order number and we will chase it with the courier.
Returns and refunds
What is your returns policy?
You can return most unused items within 60 days of delivery for a refund. Items should be complete and, where possible, in their original packaging. We refund you within 14 days of receiving the return, to the payment method you used. Return postage is paid by you unless the item is faulty or we sent the wrong thing.
How do I start a return?
If you have an account, open the order from your account and start the return there. Otherwise email toylostore@gmail.com with your order number and the items, and we will send you the returns address.
What if a toy is faulty or damaged?
Reply to your order email or contact us with your order number, and a photo if you can. Faulty or incorrect items can be returned for a full refund, and we pay the return postage.
Toy safety
Are your toys safe?
Toys sold in Great Britain must comply with the Toys (Safety) Regulations 2011 and carry the UKCA or CE mark. We only sell toys that carry the required marking.
How do I choose the right age?
Each toy shows its age guidance, and you can browse by age on the shop page. Toys marked as unsuitable for children under 36 months contain small parts and are a choking hazard for young children. Always supervise young children while they play.
Your account
I have forgotten my password.
On the sign-in page choose "Forgotten your password?" and enter your email. We send you a link to choose a new one. It works once and expires after 15 minutes.
Can I sign in with Google?
Yes. Choose "Continue with Google" on the sign-in page, or "Sign up with Google" to create an account. If you already have a Toylo account with the same email, sign in with your password instead.
How is my personal information used?
Only to take, deliver and support your orders, keep the shop secure and meet our legal obligations. We never sell your data, and we only email you marketing if you ask us to.
About Toylo
Who runs Toylo?
Toylo is a trading name of Toyzapp Ltd, registered in England and Wales, company number 16117816.
How do I contact you?
Email toylostore@gmail.com. If your message is about an order, include your order number. We aim to reply within two working days.