Help & FAQs
Shipping
How much does shipping cost?
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?
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?
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?
Where do we ship to?
- We ship anywhere within South Africa.
- We do not ship internationally.
What shipping methods are available?
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 shipping carrier will be used for delivery?
- Our chosen courier is The Courier Guy. You can access their Ts&Cs at thecourierguy.co.za/terms-conditions/
What if my order status says delivered but I have not received anything?
What if my order status says delivered but I have not received anything?
- Please contact our customer care team at customercare@toykingdom.com or call +27 021 555 0630.
What can I do if I receive a defective product?
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?
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?
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?
How do I submit an exchange or return online?
- Log in to your account at toykingdom.co.za/returns
- Enter your email address and your order number.
- Select the item/s you wish to return and give a reason for your return.
- We will notify you within 24 hours if your return request is eligible.
What is the exchange or returns process?
What is the exchange or returns process?
- Online purchases
- Log a return at toykingdom.co.za/returns
- We will notify you within 24 hours if your return request is eligible.
- You will then receive your RMA number and shipping guidelines.
- Our customer care team will organise a courier to collect the item.
- Once your return has been received at our warehouse it will be inspected.
- When the return is approved we will refund you or exchange the item free of charge.
- Refunds will be processed by the same method as the original transaction (i.e. card or cash)
- In-store purchases
- Items purchased from a Toy Kingdom retail store can be returned to any Toy Kingdom branch.
- Returns must accompanied by the original purchase receipt.
- 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?
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?
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?
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?
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?
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?
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?
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?
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?
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?
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 set up a Toy Kingdom Account?
- Click here to register and set up an account. Click here to log in to an existing account.
How do I change my details?
How do I change my details?
- You can change your name, email address or password via your account dashboard page here toykingdom.co.za/my-account/
How do I reset my password?
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?
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?
What is your privacy policy?
- Please find our privacy policy here.