Returns & Refunds

We want you to love what you ordered. If something is not right, you can return it within 30 days of delivery. Please read the conditions below before sending anything back.

Order Cancellation

You can cancel your order free of charge at any time before it is dispatched. Email us at service@uniquetoycity.com with your order number and we will cancel it and refund you in full to your original payment method.

Once an order has been dispatched it can no longer be cancelled, but you may still return it under the terms below.

Return Eligibility

  • The return must be requested within 30 days of the delivery date.
  • Items must be unworn, unwashed and unaltered, with all original tags attached.
  • Items must be returned in their original packaging where possible.
  • For hygiene reasons, we cannot accept underwear, bodysuits, swimwear or pierced jewellery that has been opened or worn.
  • Sale items marked as Final Sale are not eligible for return unless they arrive faulty.

How to Start a Return

  1. Email service@uniquetoycity.com with your order number, the item(s) you want to return, and the reason.
  2. We will reply within one business day with return instructions and the return address.
  3. Repack the item securely, include your order number inside the parcel, and post it back using a tracked service.
  4. Send us the tracking number so we can follow the parcel.

Please do not send returns to the address on the original shipping label — that is a forwarding warehouse and parcels sent there cannot be recovered.

Return Shipping Costs

  • If the item is faulty, damaged or incorrect, we cover the return shipping and send a replacement or full refund, including your original shipping cost.
  • If you are returning because of change of mind, wrong size or wrong colour ordered, the return shipping is paid by you.
  • There is no restocking fee.
  • Original shipping charges are refunded only when the entire order is faulty or the return is due to our error.

Exchanges

The fastest way to exchange is to return the item for a refund and place a new order for the size or colour you want, so the item does not sell out while your return is in transit. If you would prefer a direct exchange, tell us in your email and we will reserve the replacement for 14 days.

Refund Processing

  • Once your return arrives we inspect it within 2 business days and email you to confirm receipt and whether the refund is approved.
  • Approved refunds are issued to your original payment method within 3–5 business days of approval.
  • Depending on your bank or card issuer, the refund may take a further 5–10 business days to appear on your statement.
  • We cannot refund to a different card or account from the one used to pay.

Late or Missing Refunds

If your refund has not appeared after 10 business days:

  1. Check your bank account again and any secondary account linked to your payment method.
  2. Contact your card issuer — processing times vary between banks.
  3. If it still has not arrived, email service@uniquetoycity.com with your order number and we will send you the refund transaction reference.

Faulty or Incorrect Items

Every item is checked before dispatch. If yours arrives damaged, has a manufacturing fault, or is not what you ordered, contact us within 7 days of delivery with photos of the item and the packaging. We will arrange a replacement or a full refund, including shipping, and we will not ask you to pay for return postage.

Damage caused by normal wear, incorrect washing, or accidental damage after delivery is not covered.

Returned to Sender

If a parcel is returned to us because it was unclaimed, refused, or the address supplied was incomplete, we will contact you. We can either reship the parcel (you pay the new shipping cost) or refund the product value less the original shipping cost.

Chargebacks

Please contact us before opening a chargeback with your bank. In almost every case we can resolve the issue faster than a dispute process, and a chargeback opened while a return is in transit will be contested with the tracking evidence we hold.