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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…
- How do I place an order?
- How do I use the shopping basket?
- Can I track my order status?
- Can I change or cancel my order?
- Where is my order?
- Can I track my delivery?
- Do you offer gift wrap?
- What are your delivery options and charges?
- What time of day will my order be delivered?
- Can I request a specific delivery date or time?
- Where do you deliver to?
- Do you deliver outside of the UK?
- Can my order be delivered to multiple addresses?
- Will I receive a despatch confirmation?
- What happens if I am not at home when my order is delivered?
- What happens if my parcel is returned to you because it is undeliverable?
- I have received my order but there is a problem?
- How do I pay for my order?
- Why is my payment card not being accepted?
- Can I use a Toys R Us gift card or coupon online?
- Is the item I want available to buy?
- The item I want is out of stock?
- Can I buy an item in a Toys R Us store?
- What is your returns policy?
- Can I return a damaged or faulty item to a Toys R Us store?
- How do I give feedback about Toys R Us Personalised Gifts?
Your question not there?....Contact Us
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 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.
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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?
Simply sign-in and click on ‘My Account’ at the top. Under ‘order history’ you will be able to view statuses of all orders placed with us.
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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?
If you are having problems with your order please click to Contact Us
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Can I track my delivery?
Yes, if you selected Next Day or Courier service when checking out you will be able to track your delivery once it has been despatched.
Once you have received your despatch confirmation email you will be able to find your tracking number either on the email or by logging into your account and going to order history.
If you selected standard delivery or Saturday delivery unfortunately a tracking number is not available for your order.
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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 |
£2.95 |
We aim to deliver your order within 5 working days from your order despatch email |
|
Next Day Delivery |
£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 |
£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
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 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 your delivery address can be different to your billing address should you want your order delivering to a friend, relative or your place of work.
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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 I am not at home when my order is delivered?
If you are not at home when your item is delivered either Royal Mail or our courier will leave a calling card with details of what you should do next.
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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
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?
Due to the nature of the product and that each product is personalised with a unique message to you we do not offer returns or refunds
However should you item arrived damaged or faulty please contact us for advice on how to go about returns.
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Can I return a damaged or faulty item to a Toys R Us store?
Unfortunately, Toys R Us stores will be unable to process your return, please contact Toys R Us Personalised Gifts via the Contact Us page
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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