Frequently Asked Questions
Buy at ToysOnly
How to place an order on ToysOnly?
Visit the catalog and add products to the shopping cart. Confirm your order: enter your billing and shipping information and choose your payment method.
Receive your order. One step before confirming your order, we will present you a screen with the complete details of your purchase.
You will see the items in your order, their price and availability at the time of purchase, shipping costs, and payment method. We will send you an email with all the order information, including the availability of the items at the time of purchase.
We always send orders after payment confirmation. Once the order leaves our warehouse, we will issue the invoice, we will send it to you by email and you can download it from your Order List.
Normally, standard delivery is within 24 business hours for National orders, these are estimated times and agencies usually make deliveries until approximately 7:00 p.m.
Order statuses:
- Processing: Your order has been received, but your payment has not yet been verified
- In progress: Your order is being picked up at the warehouse
- Order not in stock: Unfortunately, your order is not fully in stock. Delivery time is 7-9 business days
- Shipping pending: You have specified a future delivery date. Your order is on hold until your desired shipping date
- Standby: Your order is temporarily on hold. This may be due to several reasons
- Sent: Your order has been offered to the carrier. The order can no longer be modified
How to calculate the amount of shipping costs?
- Add the items you want to the shopping cart.
- Indicates the destination.
- Click «Calculate shipping costs».
How to cancel an order on ToysOnly?
After confirming an order, please contact customer service as soon as possible to check if it can still be cancelled.
How do I use my discount coupon?
You will regularly receive discount codes from ToysOnly. You will receive them in our newsletter or in the online store.
Enter your unique discount code in the first step of the ordering process and your discount will be calculated immediately. Don’t want to miss a discount code?
Sign up now to receive our newsletter
How do I use my discount code?
You can use your discount code during the purchase process:
- Choose one or more products and add them to the cart.
- Click «To the shopping cart» or go directly to the cart.
- At the bottom of the page, click “discount code”.
- Enter your code and click “Add”.
- Continue to the next step with «Finish Order».
Why isn't my discount code working?
Your discount code may not work. The most common causes are the following:
- You have not entered the discount code correctly.
- The discount code is no longer valid (normally valid for 1 week).
- You have already used a discount coupon (maximum 1 coupon per order).
- The code is not compatible with other active promotions.
Shipping and Deliveries
What are delivery times?
We always send orders after confirmation of payment. In addition, we have order output control parameters based on the quantity of items.
Orders with a maximum of 48 items are sent to all confirmed orders until 6:00 p.m. to Spain and Portugal (in selected agencies. If the order has a destination within the European Union, the delivery of the order is assured if it is confirmed before 12:00 p.m.
However, on days of maximum production such as every Monday, campaigns such as Black Friday, Valentine’s Day or Christmas, the order delivery time may be delayed to 48 hours with an estimated time of 24 to 72 hours for deliveries to Spain-Peninsula and Portugal or 3 to 9 days for destinations within the European Union or the Canary Islands, Ceuta or Melilla.
Rest of additional deadlines.
Delivery on Monday for orders placed during the weekend to Spain-Peninsula and Portugal; We will deliver on Monday for orders confirmed and paid until 11am on the Saturday before the order is placed by MRW.
There is no work on Saturdays, national holidays.
Additional deadlines per destination:
- Canary Islands: We ship in weekly cycles every Thursday. We deliver orders in Gran Canaria and Tenerife the following Tuesday or Wednesday. For port management reasons, on the other islands it is delivered on Wednesdays or Thursdays.
- Balearics: Delivery within 24/72 business hours, after dispatch of the merchandise.
- Ceuta and Melilla: We ship by Correos or Seur, with delivery between 3 and 5 business days, apart from the period required by the customs authority for documentary or physical inspection.
- Andorra: Delivery in 48/72 business hours, depending on the destination zip code. This period does not include the time involved in customs procedures and which may increase order delivery times. Shipments to Azores and Madeira will be exclusively managed by DHL.
How can I check the status of my shipment?
As soon as your order is ready for shipping, we will send you a shipping confirmation by email. You will receive the Track & Trace code as soon as your order has arrived at the local delivery service.
(If you haven’t received anything, please also check your spam folder.) If you have an account with us, you can check the status of your order after logging in through “My Order” or “Your Latest Orders”.
Below you will find an explanation of the different statuses of your order:
Order statuses:
- Processing: Your order has been received, but your payment has not yet been verified
- In progress: Your order is being picked up at the warehouse
- Order not in stock: Unfortunately, your order is not fully in stock. Delivery time is 7-9 business days
- Shipping pending: You have specified a future delivery date. Your order is on hold until your desired shipping date
- Standby: Your order is temporarily on hold. This may be due to several reasons
- Sent: Your order has been offered to the carrier. The order can no longer be modified. Don’t see any updates to your online tracking information? We recommend that you wait 5 business days. If the tracking still does not show any updates after this period, please contact us and we will start an investigation with the courier company
Does the transport agency notify me of the time and delivery date?
No.
The agency is not obliged to contact you prior to delivery, however, most agencies have implemented systems that notify by SMS of the estimated time of arrival to the mobile phone number of the associated professional client.
Can I pick up the order at the destination branch?
If you have selected Office delivery, it can be picked up at the destination branch for deliveries to Spain or Portugal, however, in destinations in the European Union this is not possible.
What happens if I am not at home when the delivery person comes?
In deliveries by agency, if at the time of delivery of your order you are not at your business or if it is a private address in the case of DropShipping shipments, it will be delivered again on the next business day.
So up to 2 attempts. The agency will contact you.
For the Correos agency, they leave a notice at the destination to pick it up at the nearest office with a maximum period of 15 days available to pick up or they will return the merchandise to origin.
For destinations in the European Union, the agency will do its best to make the delivery or agree on a common schedule. If delivery is not possible, the package will be returned to us.
In case of absence, the agency can leave a notice to pick up at the branch closest to the final destination.
Payment methods
What are the payment methods at ToysOnly?
At ToysOnly you can pay with <strong>credit/debit card</strong>, <strong>Google Pay</strong>, <strong>Apple Pay</strong> and also in <strong>3 installments with Klarna</strong> (at no additional cost).
Payment is immediate, convenient and secure. When you complete your order, you will complete the payment through the bank gateway and ToysOnly will not have access to your card details.
For security, your bank can send you a code to your mobile to validate the operation.
Returns and Guarantees
What is the return period?
- 15 calendar days If you have purchased a product, you have received it and you do not want it.
- 2 years if it is a product under warranty that does not work.
- 24 hours for shipping damage.
How long does it take to refund the money?
From the moment the package arrives at our facilities, the time to receive a response is 1 to 5 business days.
Who pays the shipping costs when making a return?
- Return for withdrawal (you don’t want it or you don’t like it): shipping costs are paid by the customer.
- Product under warranty: ToysOnly assumes shipping costs within 15 calendar days from delivery for shipments to Spain. In international destinations and after that period, shipping costs are paid by the customer.
Are there items that cannot be returned?
Yes, there are some products that cannot be returned. Products that do not retain their original packaging and have been opened or do not retain their original seal.
Lingerie family products are non-returnable, we strictly maintain safety and hygiene standards. Damaged or incomplete products will not be returned.
Products not purchased at ToysOnly, for this reason all our products incorporate security mechanisms that allow us to identify if the product was purchased at ToysOnly. Gift items, testers, gifts offered by ToysOnly are non-refundable.
On many occasions the products include gift batteries, if the batteries do not work it does not mean that the product does not work, on some occasions the gift batteries are discharged and the toy needs new batteries, in this case the product cannot be returned.
Can I make a change?
No, all products received, whether through return or warranty, are processed for payment. After receiving the amount you can make a new purchase.
How can I manage the return from Ceuta, the Canary Islands or Melilla?
Due to special taxation, manage a return in your account and once it has been accepted, process the return at your nearest post office using the standard service, send us a copy of the invoice where your tax information is clearly identified, we will pay you the shipping costs.
Who pays the shipping costs?
- Return for withdrawal (you don’t want it or you don’t like it): shipping costs are paid by the customer.
- Product under warranty: ToysOnly assumes shipping costs within 15 calendar days from delivery for shipments to Spain. In international destinations and after that period, shipping costs are paid by the customer.
Once managed, the product will be credited to your balance account.
If you reside in Ceuta, the Canary Islands or Melilla, manage the return in your account and once accepted, deposit it in a post office, and send us the invoice duly identified with your information, we will pay the total amount to your account. In the event that we have to return the product or products to you because we have detected that it works or does not meet the requirements to process the return, you will pay the collection and return shipping costs.
In this case the price will be the one established on our website.
How long does the warranty take?
Generally, the time to process the guarantee is 1 to 5 business days, however, we will always do everything possible to speed up the process.
What is the deadline to process a product warranty?
The product warranty is 2 years for new items and 1 year for items on Sale or purchased in Outlet. although it will depend on the policy of each manufacturer.
The warranty begins from the invoice date.
At ToysOnly we have a non-detectable guarantee seal with a code assigned to the product that allows you to identify the shipping date, it must match the information provided by you.
Are all products that break within 2 years under warranty?
The products have a 2-year warranty, but each manufacturer reserves the right to modify their warranty policies. The warranty period will not apply to failures or defects caused by accident, negligence or misuse of the product by the customer.
In addition, manipulation or variation of any product, be it wiring, adding components, flooring or any other assumption, will automatically void the warranty.
Do I have to keep the original packaging?
As these are intimate hygiene items, it is essential to send the item in its original packaging, which is why the conditions clearly identify the need to keep the original packaging to process the guarantee.
Store the product in its original packaging and in another box. This way it will be protected in transport.
You also need to include all the accessories.
I received a package that was tampered with or damaged.
On some occasions, much to our regret, a package is damaged during transport and affects the items inside. If you have found a damaged package or with signs of tampering and the products it contains are affected, at ToysOnly we will take care of solving it immediately.
We ask you to please manage a return indicating in the reason “The product or order has arrived damaged/manipulated” and we will take care of everything. Select the affected products by selecting the order for this incident and click “Return”.
Among the possible reasons for your query, choose “The product or order has arrived damaged/tampered with” and complete the rest of the sections. Keep in mind that a cardboard box may have a dent, but the products inside are perfect.
The reason packaging exists is precisely to protect the products, so you should open the box carefully and check if the contents are perfect. If there is no physical damage, there is no reason to declare a transportation incident.
It will be essential to take photos of the outer box to verify the condition in which you have received your shipment in order to process any claim.
On the other hand, if there is no physical damage, but then you find that a product does not work as it should, what is appropriate is the guarantee, so process the return with the reason “The product or order has arrived damaged/tampered with.”