FAQ

CREATE AN ACCOUNT

HOW DO I LOG IN OR REGISTER AN ACCOUNT WITH TOYWORLD ONLINE?

To register for an online account, all you need to do is click on the Sign In or My Account options in top right corner of the page. This will direct you to a new page and offer you an easy process to login or create a new account.

DO I NEED TO CREATE AN ACCOUNT TO MAKE PURCHASES ONLINE?

You can register as a guest to make purchases online but there are benefits of creating an account with Toyworld:
• All your purchases and history is saved in your account for your convenience.
• Shop faster with access to your previous orders in your history.
• If you have joined the Toyworld Club and have selected receive our newsletters. From time to time we may send you special offers and exclusive deals!

HOW DO I UPDATE OR CHANGE MY ACCOUNT INFORMATION?

To update your account information:
• Click 'My Account' and Sign in to your account.
• You will now be at your ‘Dashboard’. Click edit on any field you wish to change ie, Contact Information, Billing Address, Delivery Address.
• Update details and 'Save Changes'.

HOW DO I VIEW MY ORDER HISTORY?

You will only be able to view your order history if you have registered an account with us. To view your order history:
• 'Sign In' to your account
• Click ‘My Orders’ on the left-hand menu.
• This will show you all the previous orders you have made. Click ‘View Order’ to see the details of the orders.

WHAT DO I DO IF I HAVE FORGOTTEN MY PASSWORD?

If you have forgotten your password Click ‘My Account’ or ‘Sign In’ in the top right. This will bring you to the “Log In” page. Here you will find a ‘Forgot your Password’ link. Click the link and you will be required to enter your email address and an email outlining the steps to create your new password will be forwarded to your preferred email address.

ARE ALL THE ITEMS IN TOYWORLD STORES AVAILABLE TO BUY ONLINE?

We have carefully selected a range of our products from in store that will be available to purchase online. We will be introducing a wider range and great new products as our online store grows. If you are looking for a particular product that you cannot find on our website, use the store locator to contact your closest store.

THE PRICE LISTED ONLINE IS DIFFERENT TO THE PRICE OF THE ITEM IN STORE.

Toyworld is continually working to ensure we offer prices that are competitive throughout the market however there may be cases where our online store and our in store prices may vary. Not all catalogue offers or instore promotions will be available on our online store and vice versa.

CAN I PURCHASE A TOYWORLD GIFT CARD CARD ONLINE?

Yes, Toyworld Gift Cards are available to purchase online. Toyworld Gift Cards are valid for 24 months (2 Years) from the date of purchase. Gift Cards can be redeemed at Toyworld stores nationwide in New Zealand. Sorry, at this stage Gift Cards can’t be redeemed via the website. Click here for your local Toyworld store.

TOYWORLD CLUB MEMBERSHIP

IS MY TOYWORLD CLUB MEMBERSHIP LINKED WITH THE ONLINE STORE?

Yes, however you can also register with your local store to receive all the great offers directly from them on all the great offers and promotional offers in your area.

PAYMENT OPTIONS AND SECURITY

WHAT PAYMENT TYPES ARE ACCEPTED?

Toyworld only accepts payments from VISA, MASTERCARD, AMERICAN EXPRESS, Q CARD, LAY BUY, AFTER PAY, WE CHAT ALI PAY and PAYPAL.

CAN I STILL MAKE A PURCHASE IF I DON’T HAVE A CREDIT CARD?

Yes, you can still make a purchase if you are using a VISA or MASTERCARD debit card; alternatively, you can open a PayPal account. Alternatively, you can also use LAY BUY or AFTER PAY if you want to take advantage of spreading your payments out. For more details see these during the checkout process.

HOW DO I KNOW MY CREDIT CARD DETAILS ARE SAFE?

To ensure the safety of your personal credit card details we use the Windcave payment gateway for all card orders placed. Your card information is not stored by us, all card holder information is encrypted and entered directly in to a secure banking network, our processes are approved and passed all security settings. For more information please see our security or privacy policies.

PLACING AN ORDER

DO I GET A TRACKING NUMBER?

Yes, you do get send a tracking number, along with your delivery confirmation, once you have received your delivery confirmation you can then track your order.

WHAT DO I DO IF I HAVE NOT RECEIVED MY DELIVERY CONFIRMATION?

If you have not received your delivery confirmation within 48 hours please of placing your order contact our Customer Service Team at sales@toyworld.co.nz who will assist you in tracking your order. At peak times, there may be a delay in processing orders on the day received, but please don’t hesitate to send us an email & we will let you know how your order is progressing.

CAN I PLACE AN ORDER OVER THE PHONE?

If you are unsure of the process to place orders or need some assistance to place an order, we are there to help you feel free to call Customer Service Team on 0800 789 969 or email them at sales@toyworld.co.nz who will happily assist you.

CHANGING OR CANCELLING AN ORDER

CAN I CHANGE OR ADD ITEMS TO MY ORDER ONCE I HAVE CHECKED OUT?

You cannot make changes to your order once you have checked out, however if you do wish to change or cancel your order please contact the customer service team at sales@toyworld.co.nz within 24 hours and they will attempt to stop the order before it has been dispatched.

If we are unable to stop your order if it has already been dispatched, and wish to return your purchase to us. Please see our Returns Policy or email our Customer Service Team at sales@toyworld.co.nz

DELIVERIES

CAN I COLLECT MY ONLINE PURCHASE FROM MY NEAREST STORE?

Unfortunately at this time, we are unable to offer this service. All online purchases currently can only be delivered. Toyworld are continually working to improve our service to you and we are hoping to make this service available in the future.

CAN I CHANGE THE DELIVERY ADDRESS ON MY ORDER?

You cannot make changes to your order once you have checked out, however if you have made an error or need to change the delivery address for the order please contact the Customer Service Team at 0800 789 969 or email them at sales@toyworld.co.nz and the team will attempt to stop the order before it is dispatched.

WHERE DO YOU DELIVER TO?

We deliver all over New Zealand to your home, business, post office box or mail bag but please include as much information to assist the courier service to ensure that your order is delivered in a timely manner, unfortunately we do not deliver internationally at this time.

CAN I SEND MY ITEMS TO MULTIPLE ADDRESSES?

Only one delivery address per order will be accepted therefore if you wish to deliver to multiple addresses you will need to create separate orders.

WHEN SHOULD I EXPECT MY DELIVERY?

Delivery should be expected between 1and 4 days. Delivery time is dependent on the dispatch date and the distance of the delivery destination. At busy times, we sometimes get overloaded with orders causing a backlog, however we try our absolute best to get all orders out on the same day that you place your order. Orders placed late on Friday or over the weekend get collected by the courier on following Monday morning, this can also increase the delivery time.

WHAT TIME WILL MY DELIVERY ARRIVE?

As with most delivery services, the couriers that will deliver your order do not have a standard or set time of the day that goods are delivered. Your order will be delivered from Monday to Friday and generally only during business hours 8am-6pm. During your checkout process, there is a special delivery instruction comment box if you have any special requests. Please note not all requests will be able to be made however we will attempt to ensure we do our very best to accommodate all special requests.

WHAT IF I AM NOT HOME TO ACCEPT MY DELIVERY?

If you are not home when the courier attempts to deliver your order they will typically leave a note or calling card. This calling card usually contains the details needed to contact the courier to arrange a suitable re-delivery date. The courier will attempt to deliver your order two times however if for any reason you do not contact them and/or they are unable to contact you, the delivery may be returned to us. If returned, we will contact you and either arrange another delivery (at an additional cost to you), or we will arrange a refund of the order value less any incurred delivery costs.

I HAVE RECEIVED MY DELIVERY CONFIRMATION BUT THE DELIVERY HAS NOT ARRIVED. WHAT SHOULD I DO?

Your order should take between 1 - 4 days to reach you. This time frame depends on the dispatch day and the destination address. Please enter your tracking number in the portal this will advise you the status of your delivery. If your delivery has taken longer than 10 days please contact our Customer Service Team at 0800 789 969 or email us at sales@toyworld.co.nz and the team will track your delivery for you.

REFUNDS, RETURNS AND EXCHANGES

WILL I RECEIVE A REFUND FOR PRODUCTS PURCHASED ONLINE?

If you have a copy of your Tax Invoice and have followed the product assessment procedure you may receive a refund as outlined in our Returns Policy. For more details, please refer to our Returns Policy.

CAN I EXCHANGE A PRODUCT WHICH WAS PURCHASED ONLINE?

If you wish to exchange a product, contact our Customer Service Team at sales@toyworld.co.nz who will advise you on how to make your exchange as easy as possible.

Please note that the delivery charge will only be reimbursed to you if Toyworld is at fault and that is the reason you are exchanging the product. In all other circumstances including change of mind, the delivery charges will not be reimbursed. For more information please see our Returns Policy.

CAN I RETURN A PRODUCT WHICH WAS PURCHASED ONLINE TO MY NEAREST TOYWORLD STORE?

Sorry it is not possible to return your online purchase to any Toyworld store as each Toyworld store is independently owned and operated. Please contact our Customer Service Team at 0800 789 969 or email sales@toyworld.co.nz and they will work out the best solution for you. All refunds will need to be made in the same method of payment as your original order. Delivery charges will only be reimbursed to you if Toyworld is at fault (this includes damaged in transit), in all other circumstances, including change of mind, the delivery charges will not be reimbursed. For further information please see our Returns Policy.

HOW LONG WILL IT TAKE TO RECEIVE A REFUND FOR A PRODUCT PURCHASED ONLINE?

To arrange for a refund on your item please contact our Customer Service Team at sales@toyworld.co.nz who will assist you with returning the item and processing your refund. The refund can take up to 1 – 4 business days as the item needs to be returned to our online Returns Centre before it can be assessed. For more information please see our Returns Policy.

IF I AM UNABLE TO FIND MY INVOICE CAN I USE A BANK STATEMENT AS PROOF OF PURCHASE?

Unfortunately, Toyworld are unable to accept bank or credit card statements as proof of purchase, however if you have registered an account with our Online Store you will have access to your purchase history and will be able to retrieve your invoice from there. If you have checked out as a guest our Customer Service Team may be able to help you, however copies of invoices will not be provided if lost or misplaced. Please contact our Customer Service Team at sales@toyworld.co.nz if you require assistance.

IS THE DELIVERY FEE REFUNDABLE IF THE PRODUCT WAS PURCHASED ONLINE?

The delivery charges will only be reimbursed to you if Toyworld is at fault. This involves the wrong item being delivered, a manufacturers fault with the product or if the product was damaged in transit. In all other circumstances, including change of mind, delivery charges will not be reimbursed. For more information please see our Returns Policy.

WHAT IF I HAVE A FAULTY ITEM

If the goods are faulty, we will meet our obligations in accordance with your rights as a customer under the Consumer Guarantees Act and the Fair Trading Act.
Toyworld will accept product returns and provide you with an exchange, credit note, refund or repair where:
1. The product is not of acceptable quality in accordance with the Consumer Guarantees Act
2. The product is not fit for its intended purpose, or
3. The product does not match the sample or our description; and
4. You produce your original Toyworld receipt at the time you return the item
For online orders with faulty items simply contact sales@toyworld.co.nz, send the item back and we will provide an exchange or full refund. We will refund to your original method of payment.
Where a failure does not amount to a major failure, Toyworld is entitled to choose between providing you with a repair, replacement or other suitable remedy. Any cost incurred by you returning the product to the Toyworld Returns Centre will be borne by you. For more details please see our Returns Policy.

TECHNICAL ERRORS

WHAT SHOULD I DO IF I AM EXPERIENCING A TECHNICAL ERROR?

If our website is experiencing a technical error or you are unable to proceed throughout the checkout process please contact us at 0800 789 969 or email sales@toyworld.co.nz

WHAT HAPPENS IF I CAN’T PLACE AN ORDER?

If you encounter any problems in placing your order on the site please call us on 0800 789 969 or email sales@toyworld.co.nz

WHAT HAPPENS IF MY ORDERED PRODUCTS ARE OUT OF STOCK?

From time to time when we go to pick your order we may be unable to locate products on your order, should this occur we will contact you and assist in selecting a suitable replacement product, we will also assist in the delivery arrangements or have the out of stock product cancelled and refunded where a suitable product can’t be found.

IS MY PRIVACY AND PERSONAL INFORMATION SECURE?

Please refer to the Toyworld Privacy Policy for further conditions relating to your personal information, what Toyworld collects and how it may be used. By continuing to use the website you agree to the terms of the Privacy Policy. (Toyworld reserves the right to make changes to this Privacy Policy from time to time).

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