FAQs
At the moment we only sell online.
How do I register?Click on the top right (Desktop Version) or the "Account" drop-down menu at the bottom (Mobile Version) to register. Enter your email address and a secure password. Wait for the link to confirm your registration via email. Once registered, you'll have access to your personal area where you can view your orders and update your shipping address.
How do I get a discount code?We periodically release PROMOTIONAL CODES and/or % DISCOUNTS on some of the products in the price list via social media or newsletters.
Both codes and discounts can be:
- Temporary, that is, valid only for a certain period
- Targeted at specific items and therefore not valid for all products
- Limited quantities available
Promotional codes and discounts cannot be combined with each other.
If you've signed up for our newsletter, check your email to see if you've received a discount code or been notified of any upcoming promotions.
I have a discount code. How can I use it on a purchase?1)Add the product to the cart
2) Proceed with the order
3) On 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'm looking for is out of stock. When will it be available again?
If the product you're looking for is new and still in its distribution phase, it's likely temporarily out of stock and will be restocked soon. In the meantime, we invite you to use the "restock alert" feature (at the bottom of the product page) to receive an email as soon as the product is back in stock.
I need to ask for more detailed information about a product.
What is a preorder? How does it work?
Pre-ordering a product means you'll be guaranteed to receive it as soon as it's released. Unfortunately, many items sell out within days or even hours of their release.
All upcoming products that are not yet available on the European market are marked as PREORDER on our website.
Next to the poster of a pre-order product, you will always find the RELEASE DATE of the product itself.
Under normal circumstances, ToyDealer fulfills and ships pre-orders on the day of the product's stated release date.
If a single order contains multiple products with different pre-order dates, or a mix of in-stock and pre-order products, all products in the order will be shipped based on the latest pre-order date. We therefore recommend placing multiple orders to ensure you receive the available products immediately and each pre-order product on its actual release date.
When will my order be shipped?Orders are processed and shipped under normal circumstances within 1 – 2 business days.
The only exception to this rule is products marked as “pre-order”: for these, it will be necessary to wait for the actual release date of the product and its availability.
Busy periods such as Black Friday, Christmas, and the month of August may cause slight delays in processing orders.
We do NOT ship on Saturdays, Sundays, or public holidays.
How can I track my order?
ANSWER TO BE PROCESSED - Tracking also via user profile?
I entered the wrong shipping address. Can I change it?
Please always carefully check that all shipping information is entered correctly before confirming an order.
You can only change a shipping address if the order has not yet been processed.
If the shipment has already been processed and handed over to the courier, it will no longer be possible to change the address.
If you urgently need to change an address before processing, please send an email to info.toydealer@gmail.com with the subject line "URGENT - ADDRESS CHANGE" and include your order number and the new shipping address.
I made a mistake when placing an order. Can I change or cancel it?
It is possible to modify or cancel an order or pre-order only if it has not yet been processed and shipped.
To proceed, please send an email to: info.toydealer@gmail.com with the subject line "URGENT - ORDER MODIFICATION/CANCELLATION" including the order number and the details of the changes to be made.
If the shipment has already been handed over to the courier, you will need to return it once it reaches its destination. To return the item, please read the relevant section.
My shipment arrived damaged and/or opened. What should I do?
If the courier delivers a package that appears damaged or open upon inspection, it is good practice to accept the delivery "WITH A RESERVATION SIGNATURE" or NOT accept it.
If the package appears intact but the goods inside are damaged, please continue chatting with an operator or send us an email at info.toydealer@gmail.com so we can initiate the return and replacement process for the damaged product.
My shipment didn't arrive or was lost. What should I do?
It may happen that some deliveries, due to shipping errors, are delivered late or even lost.
If your shipment is among these, please:
- Please double check that the shipping information you provided is correct.
- Verify the information provided by the courier using the tracking code
- Please contact our customer support via chat or email at info.toydealer@gmail.com to investigate the issue further.
How can I return a product or shipment?
Every customer has the right to withdraw/change his mind regarding the purchase of products within 14 working days from the date of receipt of the product at the address selected by him.
The product subject to the return request must be intact, free of signs of opening, without labels or adhesive tape attached after opening, in its original packaging and carefully packaged for return, under penalty of invalidation of the procedure itself.
Return shipping costs are the responsibility of the consumer, who will receive a full refund of the product, plus a refund of the shipping costs originally incurred for the purchase (if any), following confirmation of the return.
If the item is damaged during return shipping, ToyDealer will notify the customer of the incident, allowing them to promptly file a complaint with the courier and obtain a refund for the value of the item.
In this case, the product will be made available to the customer for return, simultaneously canceling the withdrawal request.
ToyDealer is not responsible for damage or theft/loss of goods returned via uninsured shipments. Therefore, we recommend selecting only insurable shipments for product returns.
The courier attempted to deliver, but I wasn't there. What should I do?
If the courier cannot find you at the address you provided, they will attempt to deliver again the next working day.
If the courier is unable to deliver your package (wrong/non-existent address, or missing after multiple attempts), you will receive an email/text message informing you of the delivery and asking how to proceed.
What payment methods are accepted?
- PayPal
- Klarna
- Visa
- Visa Electron
- MasterCard
- Master
- PostePay
- Aura
- Discover
- American Express (Amex)
All your purchases are made with maximum security, protecting your personal and card details from potential fraud.
You can also make your purchases by bank transfer to the following account:
Beneficiary: Roses and Tea Snc di Giarolo Alessandro & C.
IBAN code: IT69H0306901020100000069809
Supporting bank: Intesa San Paolo
Reason for transfer: (ORDER NUMBER provided by email upon confirmation)
Please note that orders paid by bank transfer will only be processed and shipped after the bank transfer has been successfully received.
Bank transfers are generally credited to the beneficiary's current account no earlier than 3-5 working days after they are executed.
It will therefore be necessary to take this time into account in addition to the 1-2 working days required for processing/shipping the order.
If 7 working days pass from order confirmation without any payment being received in our bank account, we reserve the right to cancel the order.
I tried to pay for an order with my card, but the transaction failed, or my card was declined. What should I do?
Unfortunately, if your payment is declined, you'll need to contact your bank directly or, for payments via PayPal or Klarna, their customer service to understand the reason for the decline.
If the problem persists, you can always pay by bank transfer.