FAQs

Yes, if it has not been dispatched yet. E-mail playvia.uk@gmail.com with your order number as soon as possible and we will change or cancel it and refund you in full. If your order has already been dispatched, you can return it free of charge within 30 days of delivery.

Many of our toys come from specialist suppliers, so very occasionally an item turns out to be unavailable after you have ordered it. If that happens, we e-mail you straight away and refund you in full for that item.

We accept major debit and credit cards, Apple Pay, Google Pay and Shop Pay through Shopify's secure checkout. You will see every option available to you at checkout.

Yes. All prices are shown in pounds sterling (£) and include VAT, and delivery is free on every UK order.

No, you can check out as a guest. An account simply lets you see your orders and their tracking in one place.

Check the product description and the packaging for the manufacturer's age guidance and warnings. If you are unsure whether a toy suits your child, e-mail playvia.uk@gmail.com before you buy and we will help you choose.

We monitor UK product safety recall notices from the Office for Product Safety and Standards (OPSS) and remove affected items from sale while we review them. Always follow the age guidance and safety warnings on the packaging.

Yes. We sell branded products from established suppliers, not replicas. Many are hard-to-find toys and collectables from the US and Japan.

Many products come with the manufacturer's warranty. Your rights under the Consumer Rights Act 2015 apply to every order: if an item is faulty, contact us and we will replace it or refund you.

Yes. Free UK Delivery applies to every order, with no minimum spend.

Your order is prepared and dispatched within 1–4 working days, and most orders arrive within 5–10 working days in total. Busy periods can occasionally add a day or two; if your order is running late, we will let you know by e-mail.

No. We currently deliver to UK addresses only.

No. We offer one delivery method, Free UK Delivery, which is tracked and free on every order.

When your order is dispatched we e-mail you a tracking number and link. Tracking can take up to 24 hours to show the first update.

Yes, if your order has not been dispatched yet. E-mail playvia.uk@gmail.com with your order number and the correct address as soon as possible.

Please check with neighbours, your building reception or any safe place first. If it is still missing, e-mail playvia.uk@gmail.com with your order number and we will look into it with the carrier and send a replacement or a full refund.

E-mail playvia.uk@gmail.com with your order number and a photo of the item and packaging. We will send a replacement or a full refund, and you never pay to return a damaged or faulty item.

Yes, we deliver to addresses across the UK, including rural areas. Please use a full street address rather than a PO box so the carrier can deliver your parcel.

Yes. You can return any item within 30 days of receiving it for a full refund. We send you a prepaid return label and cover the return postage, whatever the reason for the return.

Yes. You can open the packaging and inspect an item as you would in a shop. Under the Consumer Contracts Regulations 2013 you also have the legal right to cancel within 14 days of receiving your order, even if the packaging has been opened. We only reduce a refund if an item has been used beyond what is needed to inspect it and its value has gone down as a result.

E-mail playvia.uk@gmail.com with your order number and the item(s) you would like to return. We reply, usually within one working day, with your prepaid return label and instructions.

We refund you to your original payment method within 14 days of receiving your return. Your bank may take a few extra days to show it.

Contact us with your order number and a photo. We will send a replacement or a full refund, and the return is free. This does not affect your rights under the Consumer Rights Act 2015.

If you would like a different item, return the original free of charge for a full refund and place a new order. If an item arrived damaged or faulty, we can send a replacement instead.

See our Delivery policy, Returns & Refunds policy, Privacy policy and Terms of service.

We follow UK GDPR and only use your details to process and deliver your order and to answer your messages. Read our Privacy policy for details.

Yes. Payments are processed through Shopify's encrypted checkout, and we never see or store your full card details.

E-mail playvia.uk@gmail.com. Please include your order number if your message is about an order.

We aim to reply to every message within one working day (Monday to Friday).