Shipment of your parcel
Packages are generally sent within 3 days since the receipt of payment and are shipped within EU via GLS or DHL courier, for each shipment we will provide you with a link to track your package online. Non-EU shipments are handled by DHL.
Insurance of your parcel
The insurance of the parcel is optional, if not requested, the seller does not assume responsibility for the loss or damage of the parcel itself. The package will travel under the responsibility of the buyer and the seller will be released from any obligation from the moment of delivery of the package to the courier.
If the Customer wishes to dispute the delivery because the shipment has suffered visible damage or tampering by the transporter, it is necessary to accept the delivery with previous mandatory inspection, otherwise it will not be possible for Toyshouse to issue a refund.
It's possible to request the insurance of your parcel with GLS during the checkout phase, while for those wishing to insure their parcel and ship with DHL, please contact us at firstname.lastname@example.org before placing your order, indicating as the subject of the email "DHL Insurance".
Shipping costs include handling, packaging costs and postage. Management costs are fixed, while transport costs vary according to the total weight of the shipment. We recommend that you group your items in one order. We cannot group two separate orders placed separately, therefore shipping costs will be charged for each of them.
The cost of shipping is calculated automatically based on the weight of the packages ordered and displayed before purchase. The boxes are adequately large and your items are well protected.
Our couriers are quick and very efficient, GLS offers a transport service exclusively on wheels while with DHL it is possible to choose delivery by truck (DHL Express Domestic and DHL Economy Select) or by air (DHL Express Worldwide).
For all international shipments directed outside the European Community, the shipping costs indicated on the Site DO NOT include charges, customs clearance, duties, ancillary taxes and any other contribution that may be required in order to complete customs clearance operations. The aforementioned expenses will be advanced by DHL and must be paid by the customer to DHL during the collection of the shipment. Toyshouse WON'T BE responsible for any packages stopped at customs or not collected by the Customer. For more detailed information on customs clearance and taxes please contact the competent branch of your country.
We strongly recommend the Customer to be informed and be aware of eventual extra fees due to importation which can be requested by DHL during the delivery.
Without exceptions, Toyshouse will not accept order cancellations due to the extra fees requested by customs once the parcel have left our store facilities OR once the confirmation of shipment has been issued by email to the Customer.
Receipt of the parcel
Upon receipt of the goods, the customer is required to check:
1) that the number of packages delivered corresponds to what is indicated in the transport document;
2) that the packaging is intact and unaltered, we use our white tape with the Toyshouse logo to guarantee shipping safety.
In case of anomalies, the customer must contest the shipment by placing the word "I accept under reserve" (indicate the reason) on the delivery document received by the courier. The customer must subsequently report any problems concerning the shipment. It will not be possible for Toyshouse to make refunds in case the package has been accepted without reserve on delivery.
In the case of unavailability of the customer or the communication of an incorrect address, which lead to the return of the package at the Toyshouse shop, the customer is required to pay for a new shipment.
From 1st January 2021, the VAT settlement regime changes in commercial transactions between the EU and the UK. For this reason Toyshouse will process orders to the UK only if the total order (not including taxes) is over € 165.
Orders to the UK that do not reach the above threshold will not be accepted.