Wrong or Missing Item in Your Online Order?Updated 16 days ago

We’re incredibly sorry to hear there’s been an issue with your order — our goal is always for you to receive exactly what you purchased.

Please reach out to our Online Customer Service Team via chat, or head to the Help Centre at the bottom of this page and select “Report an Issue.” From there, you’ll be able to confirm which item is missing or incorrect so we can get this sorted for you as quickly as possible.

Missing an Item?

Before contacting us, please check the packing list inside your box — sometimes items in your order may be shipped separately from another Toyworld store. If that’s the case, don’t worry, there are no extra freight charges.

If your item is missing entirely, we’ll investigate and either send the missing product or issue you a refund.

Received the Wrong Item?

If you’ve received the wrong product, please contact our Customer Service Team via chat or through the Help Centre → “Report an Issue” at the bottom of this page.

Any photos or details you can provide will help us resolve this quickly. We’ll organise a prepaid return label for the incorrect item and arrange for the correct item to be sent, or a refund if preferred.