Shipping policy
Shipping your package
Packages are generally dispatched within 3 days of receipt of payment and are shipped within the EU via GLS or DHL. For each shipment, we will provide you with a link to track your package online. Shipments outside the EU are handled by DHL.
Insuring your package
Package insurance is optional. If it is not requested, the seller assumes no responsibility for loss or damage to the package. The package will travel under the buyer's responsibility, and the seller will be released from all obligations upon delivery to the courier.
If the customer wishes to dispute delivery because the shipment has been visibly damaged or tampered with by the courier, it is essential to accept the delivery subject to inspection. Otherwise, Toyshouse will not be able to issue a refund.
You can request insurance for your package with GLS or DHL for both domestic and international shipments.
Shipping costs
Shipping costs include handling, packaging, and postage. Handling costs are fixed, while shipping costs vary depending on the total weight of the shipment. We recommend grouping your items into a single order. We cannot combine two separate orders, so shipping costs will be charged for each.
Shipping costs are automatically calculated based on the weight of the packages ordered and are displayed before purchase. The boxes are adequately sized and your items are well protected.
Our couriers are fast and highly efficient. GLS offers a road-only delivery service, while DHL offers delivery by truck (DHL Express Domestic and DHL Economy Select) or by air (DHL Express Worldwide).
International Deliveries
For all international shipments outside the European Union, the shipping costs listed on the Website do NOT include duties, customs clearance, taxes, additional fees, or any other charges that may be required to complete customs clearance.
These charges will be advanced by DHL and must be paid by the customer to DHL upon collection of the shipment.
Toyshouse WILL NOT be responsible for any packages held in customs or not collected by the customer. For more detailed information on customs clearance and taxes, please contact the relevant branch in your country.
We strongly recommend that customers inquire about any additional import charges that may be applied by DHL during delivery.
Toyshouse will not accept order cancellations due to additional charges incurred by the customer once the package has left our warehouses OR once the shipment confirmation has been sent to the customer via email.
Receipt of the package
Upon receiving the goods, the customer is required to check:
1) that the number of packages delivered corresponds to the number indicated on the shipping document;
2) that the packaging is intact and unaltered. We use our white tape with the Toyshouse logo to ensure greater shipping security.
In the event of any anomalies, the customer must dispute the shipment by writing "I accept with reservation" (indicating the reason) on the delivery document received from the courier. The customer must then notify us of the shipping issues. Refunds will not be issued if the package is accepted upon delivery without reservation.
In the event of undelivered items due to the customer's unavailability or incorrect address, resulting in the package being returned to the Toyshouse store, the customer will be required to pay for a new shipment.
Brexit 2021
Starting January 1, 2021, the VAT payment regime for commercial transactions between the EU and the UK will change. Therefore, Toyshouse will only process orders to the UK if the order total (excluding taxes) exceeds €165.
Orders to the UK that do not meet this threshold will not be accepted.