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Help & FAQs

Shipping

How much does shipping cost?

  • Delivery is free of charge anywhere in South Africa for orders over R750
  • All orders under R750 will incur a delivery fee of R60

How do I track my order?

  • You will receive an email confirmation as soon as your order ships.
  • You can track your order by clicking “View Order Status” in your email confirmation, or,
  • if your order was placed using an existing account, you can view your order status through your online portal.

How long until I receive my order?

  • Once payment has been reflected please allow up to 24 hours for processing before shipping.
  • Expect 5-7 business days for delivery or 3-4 days for Click & Collect once your order has been dispatched.
  • Delivery length *may vary for outlying areas, during SALES or in peak season.

Where do we ship to?

  • We ship anywhere within South Africa.
  • We do not ship internationally.

What shipping methods are available?

  • Standard shipping which takes 5-7 business days.
  • Click & Collect which takes 3-4 business days.

What shipping carrier will be used for delivery?

What if my order status says delivered but I have not received anything?

What can I do if I receive a defective product?

  • If there are any concerns regarding the quality or description discrepancies of any items, please notify us within 48 hours of receiving them.
  • Contact our customer care team at customercare@toykingdom.com or call +27 021 555 0630.

What if my order is incorrect?

  • If there are any discrepancies with your order, please notify us within 48 hours of receiving it.
  • Contact our customer care team at customercare@toykingdom.com or call +27 021 555 0630.
  • We will arrange for the collection/delivery of these items at no extra cost.

Returns & Exchanges

What items can I return?

Goods must be returned within 30 days of purchase, and items bought on SALE within 14 days of purchase.

You may return any unwanted product to us, provided it:

  • is undamaged,
  • is unworn,
  • is its original packaging,
  • is accompanied by the original purchase receipt, and
  • was purchased at a Toy Kingdom store, Build-A-Bear Workshop, or online at toykingdom.co.za

How do I submit an exchange or return online?

  1. Log in to your account at toykingdom.co.za/returns
  2. Enter your email address and your order number.
  3. Select the item/s you wish to return and give a reason for your return.
  4. We will notify you within 24 hours if your return request is eligible.

What is the exchange or returns process?

  • Online purchases
  1. Log a return at toykingdom.co.za/returns
  2. We will notify you within 24 hours if your return request is eligible.
  3. You will then receive your RMA number and shipping guidelines.
  4. Our customer care team will organise a courier to collect the item.
  5. Once your return has been received at our warehouse it will be inspected.
  6. When the return is approved we will refund you or exchange the item free of charge.
  7. Refunds will be processed by the same method as the original transaction (i.e. card or cash)

  • In-store purchases
  1. Items purchased from a Toy Kingdom retail store can be returned to any Toy Kingdom branch.
  2. Returns must accompanied by the original purchase receipt.
  3. Refunds will be processed by the same method as the original transaction (i.e. card or cash)

Click here for all our Store Locations.

Orders

How do I check my order status?

  • You will receive an email confirmation as soon as your order ships.
  • You can track your order by clicking “View Order Status” in your email confirmation, or,
  • if your order was placed using an existing account, you can view your order status through your account dashboard.

Can I cancel my order?

  • Unfortunately, once an order is placed it cannot be cancelled
  • If you no longer want the item, please wait until you have received your order and then follow our return or exchange instructions found here.

Can I make changes to my order?

  • Unfortunately, once an order is placed it cannot be modified.
  • If you no longer want the product, please wait until you have received the order shipment and then follow our return instructions found here for a refund.

Can I update my shipping address after I place an order?

  • Unfortunately, the shipping address cannot be changed once an order is placed.

Payments

What payment methods can I use?

  • PayU:Credit card, debit card, Instant EFT
  • Card payment: VISA, Mastercard
  • Discovery Miles
  • EFT: ABSA, Nedbank, Standard Bank, Investec, TymeBank, FNB
  • BNPL: Payflex, Ozow, Pay Just Now
  • Toy Kingdom or Build-A-Bear Workshop gift cards
  • Toy Kingdom Royalty Club points

When am I charged for my order?

  • Your credit or debit card will be charged when you complete your checkout.

What can I do if my payment is declined?

  • If your payment is declined, please double-check that the information entered is correct and if the problem persists, we recommend contacting your bank directly.
  • Please ensure that the billing address provided for the order matches the billing address associated with your card.

Why was my card charged if I didn’t make a purchase?

  • Please contact your bank to dispute the unauthorised charge.

Do you offer gift vouchers?

  • Yes, we do! Gift cards are valid for 3 years after the date of issue, or will expire when you reach a zero (nil) balance, whichever occurs first.

Can I use a Gift Card to purchase items online?

  • Yes. Our gift cards are currently only redeemable online, but will soon be accepted both online and in-store.

Your Account

How do I set up a Toy Kingdom Account?

How do I change my details?

How do I reset my password?

  • When signing in, select forgot password to register a new password.

How do I sign up for the Toy Kingdom Newsletters?

  • You can sign up for our newsletter below by providing your email or cell number.

What is your privacy policy?

  • Please find our privacy policy here.