FAQs
Al momento vendiamo solamente on-line.
How do I register?Click at the top right corner (Desktop Version) or at the bottom of the drop-down menu under "Account"(Mobile Version) to register. Enter your email and a secure password. Wait by email for the link to confirm your registration. When you are registered you will have access to your personal area where you can view your orders and update your shipping address information.
How do I get a discount code?We periodically release via social or newsletter PROMOTIONAL CODES and/or % DISCOUNTS on some of the products in the list.
Both codes and discounts can be:
- Temporary, i.e., valid only during a specific period
- Targeted at specific items and therefore not valid for the totality of products
- Limited in available quantities
Both promo codes and discounts cannot be combined with each other.
If you have subscribed to our newsletter, please check your email box to see if you have received a discount code or been notified of a possible promotion.
I have a discount code. How can I use it for a purchase?1)Add the product to the shopping cart
2) Proceed with the order
3) At the checkout page before completing the payment, you will find a field where you can enter your discount code.
4) Enter the discount code in the appropriate section and click apply.
The product I am looking for is out of stock. When will it become available again?
If the product you are looking for is recent and still in its distribution phase, then it is likely that its absence in our shop is only temporary and will be restocked soon. In the meantime, we encourage you to use the "restock alert" feature (at the bottom of the product page) so that you will receive an email as soon as the product is restocked.
I need to ask for more detailed information about a product.
What is a Preorder? How does it work?
Buying a product on pre-order means making sure you receive it as soon as it is released. Many items unfortunately end up Sold-Out within days or even hours of their release.
Marked as PREORDINATION on our site are all those upcoming products for which there is not yet actual availability in the European market.
Next to the poster of a pre-order product you will always find the PRODUCT RELEASE DATE indicated.
Under ordinary circumstances ToyDealer will fulfill and ship preorders on the day of the product's stated market release date.
In case a single order is placed containing several products with separate pre-order dates, or containing together products already available and products on pre-order: reference will be made for the shipment of all products contained in the order, to the last pre-order date in terms of time. We therefore recommend placing multiple separate orders in order to receive the available products immediately, and on the actual release date each pre-order product.
When will my order be shipped?Orders are processed and shipped under ordinary circumstances in 1 to 2 business days.
Exceptions are always made for products marked "pre-order": for which you will need to wait for the actual stated release date of the product and its availability.
Busy order periods such as BlackFriday, Christmas, and August may result in slight delays in order processing.
We do NOT ship on Saturdays, Sundays or holidays.
How can I track my order?
RESPONSE TO BE ELABORATED - Tracking by user profile as well?
I made a mistake in entering the shipping address. Can I change it?
Please always check carefully that all shipping information is entered correctly before proceeding with the confirmation of an order.
You can only change a shipping address if the order has not yet been processed.
In case the shipment has already been processed and entrusted to the courier, it will no longer be possible to change the address.
In case there is an urgency to change an address in the time frame before processing, please send an email to: info.toydealer@gmail.com with the subject of the email "URGENT - CHANGE ADDRESS" entering the order number and the new destination address.
I made a mistake in placing an order. Can I edit or delete it?
It is only possible to change or cancel an order or preorder if it has not yet been processed and shipped.
To proceed please send an email to: info.toydealer@gmail.com with the subject of the email "URGENT - ORDER MODIFICATION/CANCELLATION" including in the email the order number and details about the changes to be made.
If, on the other hand, the shipment has already been entrusted to the courier, you will have to proceed with the return once it arrives at its destination. To make the return, please read the relevant section.
My shipment arrived damaged and/or opened. What should I do?
In case the courier delivers you a package that is visually damaged or open, it is a good idea to accept the delivery "WITH RESERVE SIGNATURE" or NOT to accept it.
In the event that the package appears to be intact but the goods inside are damaged, please continue chat communication with an operator, or send us an email to: info.toydealer@gmail.com so that we can initiate the return and replacement procedure for the damaged product.
My shipment did not arrive or was lost. What should I do?
It may happen that some deliveries, due to shipping errors, are delivered late or even lost.
In case your shipment is among them please:
- Recheck the correctness of the data provided for shipment
- Verify through the tracking code the information provided by the courier company
- Contact our customer support via chat or email at: info.toydealer@gmail.com to discuss the issue further.
How can I return a product or shipment?
Every customer has the right of withdrawal/return regarding the purchase of products within 14 working days from the date of receipt of the product at the address selected by him/her.
The product subject to the request for withdrawal must be compulsorily intact, free of signs of opening, free of labels or adhesive tapes affixed after opening, in its original packaging and be carefully packed for return, under penalty of invalidity of the procedure itself.
Return shipping costs are the responsibility of the consumer, who will receive upon confirmed completion of the return a full refund of the product, plus reimbursement of shipping costs originally incurred in the purchase (if incurred).
In the event of damage to the goods during the return transport, ToyDealer will notify the customer of the incident so that the customer can promptly file a complaint against the carrier and obtain a refund of the value of the goods.
In this eventuality, the product will be made available to the customer for its return, simultaneously canceling the request for withdrawal.
ToyDealer is not liable in any way for damage or theft/loss of goods returned by uninsured shipments. Therefore, it is recommended that only insurable shipments be selected for product return paperwork.
The courier made a delivery attempt but I was not present. What should I do?
In case the courier does not find you at the stated address it will make a new delivery attempt during the next business day.
On the other hand, in the event that the courier fails to deliver your package (wrong/ non-existent address, absence after multiple attempts), you will be notified by email/ text message to notify you of the storage and to ask you how to proceed with the shipment.
What payment methods are accepted?
- Paypal
- Klarna
- Visa
- Visa Electron
- MasterCard
- Master
- PostePay
- Aura
- Discover
- American Express (Amex)
All of your purchases are made with maximum security, protecting your personal and card information from potential fraud.
You can also make your purchases by bank transfer to the following:
Beneficiary: Roses and Tea S.n.c. di Giarolo Alessandro & C.
IBAN code: IT69H0306901020100000069809
Supporting bank: Intesa San Paolo
Reason for transfer: (ORDER NUMBER provided via email upon confirmation)
Always keep in mind that orders paid for by wire transfer will be processed and shipped only upon proper receipt of the wire transfer.
Generally, wire transfers are credited to the beneficiary's bank account no sooner than 3-5 business days after they are executed.
Therefore, it will be necessary to account for this time frame in addition to the 1-2 business days required for processing/shipping the order.
In the event that 7 working days have elapsed since order confirmation without any bank credit having been received in our bank account, we reserve the right to cancel the order placed.
I tried to pay for an order with my card but the transaction failed, or my card was declined. How can I proceed?
Unfortunately, in the case of a declined payment, you will need to contact your bank directly or, in the case of Paypal and Klarna payments, their customer service department to understand the reason for the rejection.
In case the problem persists you can always take advantage of payment by bank transfer.