Unwanted and exchange items
Goods which prove unsuitable may be returned for a refund or exchange if they are returned to us within 30 days from receipt date.
We are sorry but we are unable to cover or refund postage costs.
Goods are returned unused (and not having been fitted to a bike etc) and in as-sold condition in original packaging.
Items need to be wrapped or boxed up. Please do not directly stick labels or write on the item or the item's original packaging.
Goods returned after 30 days may be accepted but a credit note voucher will be given in lieu of a direct refund. This does not affect your statutory rights.
Please include a covering letter explaining your returned item(s). For your protection, please keep your proof of posting.
Returning goods from outside the EU? If you are returning goods from the USA, Japan, Australia etc. please note the following requirements.
On form CN22/CN23 you must state RETURNED GOODS - FAILED SALE, and put ZERO as a value in the package value box. Failure to do so will result in the parcel getting delayed in customs and being returned. Please do not use FedEX or DHL as they always apply extra charges.
Due to overseas return postage and duty charges we are unable to process exchanges for returned items from outside the UK. Please reorder as required and return the unwanted item for a refund.
Incorrectly supplied goods
We will endeavour to rectify the problem as soon as possible.
If you are in the UK, and need to return an item due to a mistake on our part please contact us immediately and we will email you a returns label so you can send the goods back at our costs. If you are located overseas, please return the item using an economy service, with the package marked "ZERO VALUE FAILED SALE", and we will reimburse your reasonable shipping costs.
Please note - we must be informed of any errors within 14 days of purchase date.
If you have an item that you need to return to us due to a fault please post the item back including a cover letter explaining the issue so as to help us with a speedy return.
Please note items may repaired or replaced at our discretion.
Goods must be returned in a clean condition.
We are sorry but we are unable to refund postage costs.
Our address for returns
Please return your goods with your cover letter to the following address:
The British Toy Soldier Company
6 Essex Drive
Stoke on Trent