Problem with order

ToyPro does its utmost to process your order properly. In case something is wrong, please inform us immediately, so we can solve the problem for you. You can cancel your order, for whatever reason.

In case of a problem

In case of a problem, you must immediately contact us, preferably by sending our customer service an E-Mail mentioning your name, order number and a clear description of the problem. We will contact you within one working day to solve the problem.

Possible problems:

• You receive your order and something is missing
• You receive the wrong colour or size
• You receive more than you have ordered
• You order something which is not available

Something is missing

Your order is collected by human beings. For this reason, something might go wrong. For example, your order might not be complete. Of course, we will do our utmost to avoid it.
If you inform us that something is missing, we will forward it immediately it, free of charge. Sometimes, it might take a bit longer, if an article is sold out and we must reorder it. If we can’t order it anymore, we will refund the money to you.

You receive the wrong colour or size

Your order is collected by human beings. For this reason, something might go wrong. For example, you receive the wrong colour or size. Of course, we will do our utmost to avoid it. If you inform us that you have received the wrong colour or size, we will forward immediately forward it, free of charge. Sometimes, it might take a bit longer, if an article is sold out and we must reorder it. If we can’t order it anymore, we will refund the money to you. Of course, you may cancel the entire order as well and return it, free of charge.

You receive more than you have ordered

Your order is collected by human beings. For this reason, something might go wrong. For example, you receive more than you have ordered. Of course, we will do our utmost to avoid it. We would appreciate it if you inform us. It allows us to adapt our stock. Besides, we don’t have to disappoint other persons. In principle, you may keep all extra articles. However, if we have made a huge mistake, we kindly request you to return the extra articles, free of charge.

You ordered something which is not available

Your order is collected by human beings. For this reason, something might go wrong. For example, our stock might not be correct. Of course, we will do our utmost to avoid it.
If we discover we don’t have the article in stock anymore, we will reorder and forward it as soon as it is available again. Sometimes, it might take a couple of weeks. We will immediately inform you by E-Mail. If desired, we will refund the money to you. Besides, you may cancel the entire order as well, if you want. 
Sometimes, we can’t reorder and forward an article anymore. In that case we will refund the money plus € 2,50 extra, as an apology. Of course, you may cancel the rest of your order as well and return it, free of charge.