FAQ

We hope you find shopping with Toys R Us Personalised Gifts an enjoyable and easy experience. However we have provided answers to the most frequently asked questions below. Simply click on a question and it will take you straight to the answer…

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How do I place an order?

You can place an order online via www.toysruspersonalisedgifts.co.uk

Simply search for the product you wish to purchase, add your personalisation and click the ‘add to basket’ button. Your items will then be added to your online basket, you will then be given the option to ‘continue shopping’ or ‘proceed to checkout’. 

You can review your basket at any time by clicking the basket logo on the top right of the page.

Once you are happy with your basket you can then proceed to checkout, this will provide you with a few simple steps. Customers with an existing Toys R Us Personalised Gifts account will be asked to sign in; new customers will be asked to create a new account.

PLEASE NOTE: If you have not used Toys R Us Personalised Gifts before, or you are an existing Toys R Us or Parties R Us customer, you will need to register as a ‘New’ Toys R Us Personalised Gifts customer.

Unfortunately we do not accept orders via post or telephone.

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How do I use the shopping basket?

You can add a product to your basket in one easy step! Once you have found the item you wish to purchase simply enter your personalised message in the fields required and click ‘add to basket’.

If the item is not available the ‘add to basket’ button will not be visible on the product page. 

You can add as many products as you like and the basket will automatically keep a running total of your order (please remember that delivery charges, if applicable, will be added later on in the checkout process)
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Can I track my order status?

You can track the process of your order in your account pages, if you click the Log In at the top of any page and click the ‘My account’ this will take you to the ‘My Account’ pages. From here you can click on ‘Order History’, once your parcel has been despatched the status will change to ‘Despatched’. If you have placed your order on a tracked service (Next day delivery) your consignment number will also be featured and you will be able to track the delivery using this consignment number on http://www.interlinkexpress.com/

Currently we are not able to deliver your parcels for store collection.

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Can I change or cancel my order?

Unfortunately, due to the nature of the product and the production process, once we have received your order and it has gone into production we are not able to change or cancel an order.
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Where is my order?

We will send you another email when we despatch your order. This shows the despatched date and the parcel details, if ordered in a next day this will also contain the information required to track your order using our carrier's website.

If you can't access your email you can also see these details in the 'My orders' area of the 'My Account' section of our website

If you missed the carrier's attempt at delivery, don't worry, you can rearrange delivery for another date by calling the number shown on the card.

 If you receive a calling card from Royal Mail, you need to call the number on the card and quote your parcel number to re-arrange delivery. If your parcel has been left with neighbours or in a safe location then this will be indicated on the card.

If you are having problems with your order please click to Contact Us

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Do you offer gift wrap?

Yes! We offer gift wrap on every product, each product is stylishly wrapped in silver wrapping paper and finished in white ribbon.

Gift wrap is charged at an extra £2.99 per order. To add gift wrap to you order during the checkout process you will see a tick box that says ‘Please gift wrap my order’ next to it, tick this and it will automatically add the extra charge to your order.
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What are your delivery options and charges?

Free standard delivery on orders over £50

Delivery Service

Price

Details

Standard Delivery
Royal Mail
UK & Northern Ireland
Monday - Friday

£2.95

We aim to deliver your order within 5 working days from your order despatch email

Next Day Delivery
Mainland UK Only
Monday - Friday

£6.95

On products that are available for next day* orders must be placed before 12pm to receive the next working day, orders placed after 1pm will be delivered within 2 working days. (*Please refer to the delivery information on each product page as to whether that product qualifies for Next Day Delivery)

Courier
Southern Ireland , Scottish Highlands, Shetland Highlands, Guernsey, Jersey, Isles of Scilly, Isles of Man,

£10

This is a 2 Day Service from the date your product is despatched

Saturday

£14.95

Delivered on the next available Saturday

 

Notes

    • To qualify for free standard delivery the value of the items on the order must be £50 or more excluding any delivery charge.
    • The Next Day and Saturday delivery service is subject to availability.
    • From time to time we may have to suspend the availability of all options other than standard delivery
    • Toys R Us Personalised Gifts cannot be held liable for any late deliveries if delays occur due to fire, severe weather conditions, industrial dispute or strike or labour disputes
    • Production times vary for each product, this will be stated in the key features on each product page
    • Next Day – this is next day from the date despatched, the lead time on each product description still stands
    • Please refer to the delivery information on each product page as to whether that product qualifies for Next Day Delivery

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What time of day will my order be delivered?

Your order will be delivered between 8am – 5pm Monday to Friday or if you have selected Saturday, it will be delivered on Saturday between 8am to 1pm.

Unfortunately we cannot provide a specific time of day or am/pm delivery
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Can I request a specific delivery date or time?

Unfortunately you will not be able to select a specific date and delivery slot; also we are unable to advise you on whether your delivery arrives in the morning or the afternoon.
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Where do you deliver to?

We deliver to UK Mainland, Northern and Southern Ireland, Scottish Highlands, Shetland Islands, Guernsey, Jersey, Isles of Scilly and Isle of Man
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Do you deliver outside of the UK and Ireland?

At this time, we do not offer postage to international addresses.
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Can my order be delivered to multiple addresses?

Unfortunately, we currently cannot send orders to multiple addresses per order.

However, when you place your order there will be an option to ship to a different address than your registered billing address.

If you want to ship directly to the gift recipient then simply put their address in the shipping address instead. With all orders we only include the item breakdown of the order, with no reference to prices that you may have paid. So you can rest easy that the recipient will have a beautiful gift without knowing the cost to yourself.


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Will I receive a despatch confirmation?

Yes, we will send a despatch confirmation to the email address that you provide in your ‘My Account’ section on the website
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What happens if my parcel is returned to you because it is undeliverable?

If a parcel is returned to us due to it being undeliverable we will contact you to arrange redelivery. Due to the nature of the product and that each message is unique to yourself we are unable to offer refunds on orders returned to us.
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I have received my order but there is a problem?

Please click contact us for help regarding missing items, wrong item received, faulty item received or damaged item received.
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How do I pay for my order?

All orders can be paid for securely online via Sagepay as part of the checkout process. We accept Delta, Electron, Mastercard, Switch/Maestro and Visa as a form of payment.
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Why is my payment card not being accepted?

    • Please check that you have entered all card details correctly and that you credit/debit card is still valid
    • Please ensure your billing address matches the address that your card is registered to.
    • If you are using a new credit/debit card or it is the 1st time you have placed an order online please check with your bank that your payment card has been activated

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Can I use a Toys R Us gift card or coupon online?

Unfortunately, we do not accept Toys R Us Gift Cards or coupons on the Toys R Us Personalised Gifts website.
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Is the item I want available to buy?

If an item is available to buy the ‘add to basket’ will be available and the product description will say ‘in stock’
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The item I want is out of stock?

Unfortunately we are unable to advise you when a product is out of stock or returns back in stock. If the item you want is out of stock please check our website regularly, we update our stock regularly.
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Can I buy an item in a Toys R Us store?

Personalised Gifts are only available online at www.toysruspersonalisedgifts.co.uk , Toys R Us stores do not stock products available on this website
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What is your returns policy?

Unfortunately we are not able to accept returns from Toys R Us Personalised Gifts due to the nature of the products, as they are made to order per the requested information.

If you do have a problem with your order we want to try and help, so please use the Contact Us link below.

If you could let us know as much information as possible regarding your order and the problem you have this will enable us to answer your questions and resolve any issue as quickly as possible. We may ask for photographs to view the problem or for the item to be returned before processing a refund or replacement.

Unfortunately, Toys R Us stores will be unable to process your return

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I am having problems processing a payment?

 

Please ensure you have entered all of your card details correctly.

-        Is your card still valid?

-        Does your billing address match the address that your card is registered to?

-        Is this the first time you have used your card? If so you may need to contact your bank to register your new card?

-        Are there enough funds in your account for your order?

-        Have you included any punctuation or special characters in your delivery or billing address? If so please remove these as the payment service provider does not accept these. If you are still having trouble making a payment please contact us.

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How do I give feedback about Toys R Us Personalised Gifts?

Your feedback is important to us; please tell us about your experience by clicking the Contact Us page or alternatively leaving a product review (available on each product page)
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