Delivery and returns

DELIVERY

Where we ship
We currently ship worldwide from yotoplay.com but there may be some countries where we cannot, due to high shipping costs or regulatory reasons. This will be indicated at checkout. For US customers, please visit us.yotoplay.com

Shipping times

Shipping times vary by location - if your ordered products are in stock we will aim to dispatch by the next business day. 

Despite the effect that Coronavirus is having on the world, we can confirm that orders are being dispatched as normal. Royal Mail is also operating as normal however it’s likely some areas of the country will experience some level of disruption due to Coronavirus-related absences at local mail centres or delivery offices. We'll ensure to keep you up to date with any changes to this. Please don't hesitate to get in touch if you have any questions.

UK Standard shipping time: 3-5 working days from dispatch 
UK Premium shipping time: 1-2 working days from dispatch (Operating by FedEx, order before 3pm to get next day delivery. Note that FedEx doesn't deliver on weekends and bank holidays)
EU Standard shipping time: 3-5 working days from dispatch 
Rest of the world Standard shipping time: 5-7 working days from dispatch

Cost of delivery

We currently only offer free delivery to UK (subject to minimum order value). For other countries and lower order values, the shipping cost will be indicated at Checkout.

Customs Duties

Items for delivery outside the European Union may be subject to import duties, taxes and fees. These are levied once the items reach the specified destination. You, the customer, are responsible for import duties, taxes and fees incurred on your purchases. However, for orders placed on our website, you will be charged the delivered price. Customs authorities may request personal information such as Social Security number when inspecting your parcel; failure to provide this information to Customs will result in the parcel being returned, we therefore recommend that the recipient’s telephone details be included with the order. In this instance we are unable to refund the cost of postage and packaging. Please note that for items you order, you are considered the importer and must comply with all laws and regulations of the country in which the items are to be delivered. Please note that cross-border deliveries are subject to opening and inspection by customs authorities. Yotoplay.com cannot guarantee that your goods will arrive in the same condition that they were dispatched should they be subject to inspection.

Returns

When purchased from yotoplay.com, you can return Yoto Players, Single Yoto Cards, Yoto Card Packs or Yoto supplied accessories within 60 days of purchase, for any reason.

The product must be undamaged, with its original packaging, and with all the original contents. Return arrangements may vary by region (details below).

For Yoto Club, a subscription service where we send two mystery Yoto Cards to members each month, due to the nature of Yoto Club, we do not accept returns on any cards received as part of Yoto Club, unless they are found to be faulty and a replacement is needed.

You can cancel your Yoto Club membership at any time. This will take effect immediately but must be done at least 2 working days before the monthly payment is due to be taken in order to cancel for the following month.

UK Returns Process:

  1. Send an email to returns@yotoplay.com, or visit support.yotoplay.com to request a Returns Authorisation Number (RAN), this is so you can confirm you’ll be sending your Yoto product(s) back
  2. Print the Returns Form that we email to you, and make sure you include it inside your packed returned product
  3. Send, packaged to avoid any damage, to the address we provide in the email with the RAN marked on the outside of the package
  4. Once we have received the product, and if the item is in satisfactory condition, we will refund your original payment within 5 working days.
  5. If the product is returned damaged, incomplete (card packs need to be returned complete and as sold) or not in the original packaging this may result either in a reduction to your refund to compensate for the loss in value, or your return being made available for your collection without refund.

Yoto will cover the cost of your return and will confirm arrangements when you apply for your return. You must, however, make sure that the shipping packaging is sufficient to avoid damage during shipping. We also ask that you make sure you keep a copy of the shipping documents and your tracking number until your refund has been processed. 

If you have purchased from Amazon, please follow the instructions as described in your Amazon account.

If you purchased your items from any other retailer, whether online or at a retail outlet, you must return your product to the point of purchase.

Different retailers will have different rules regarding rights of return, so please be sure to check.

EU Returns Process:

  1. Send an email to returns@yotoplay.com, or visit support.yotoplay.com to request a Returns Authorisation Number (RAN), this is so you can confirm you’ll be sending your Yoto product(s) back
  2. Print the Returns Form that we email to you, and make sure you include it inside your packed returned product
  3. Send, packaged to avoid any damage, to the address we provide in the email with the RAN marked on the outside of the package
  4. Once we have received the product, and if the item is in satisfactory condition, we will refund your original payment within 5 working days.
  5. If the product is returned damaged, incomplete (card packs need to be returned complete and as sold) or not in the original packaging this may result either in a reduction to your refund to compensate for the loss in value, or your return being made available for your collection without refund.

Yoto will cover the cost of your return and will confirm arrangements when you apply for your return. You must, however, make sure that the shipping packaging is sufficient to avoid damage during shipping. We also ask that you make sure you keep a copy of the shipping documents and your tracking number until your refund has been processed. 

If you have purchased from Amazon, please follow the instructions as described in your Amazon account.

If you purchased your items from any other retailer, whether online or at a retail outlet, you must return your product to the point of purchase.

Different retailers will have different rules regarding rights of return, so please be sure to check.

Rest of World* Returns Process:

  1. Send an email to returns@yotoplay.com, or visit support.yotoplay.com to request a Returns Authorisation Number (RAN), this is so you can confirm you’ll be sending your Yoto product(s) back
  2. Print the Returns Form that we email to you, and make sure you include it inside your packed returned product
  3. Send, packaged to avoid any damage, to the address we provide in the email with the RAN marked on the outside of the package
  4. Once we have received the product, and if the item is in satisfactory condition, we will refund your original payment within 5 working days.
  5. If the product is returned damaged, incomplete (card packs need to be returned complete and as sold) or not in the original packaging this may result either in a reduction to your refund to compensate for the loss in value, or the product being made available for your collection without refund.

Please note, it is your responsibility to arrange shipment, any insurance you deem appropriate, packaging and payment for the return of any goods under this policy, and that you accept the responsibility of risk for any loss or damage during shipping. We recommend that you make sure you keep a copy of the shipping documents and your tracking number until your refund has been processed. 

When purchased from Amazon please follow the instructions as described in your Amazon account.

If you purchased your items from any other retailer whether online or at a retail outlet, you must return them to the point of purchase. Different retailers will have different rules so please be sure to check.

*non-UK, non-EU, non-Americas

All Policies and Processes remain subject to change at any time. Current versions will always be available to view at the Yotoplay website


Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 7 working days.

Late or missing refunds 
If you haven’t received a refund yet, please follow these steps:

  1. First, check your bank account again
  2. Then, contact your credit card company. It may take some time before your refund is officially posted
  3. Next, contact your bank. There is often some processing time before a refund is posted

If you’ve done all of this and you still have not received your refund yet, please contact us. 

Sale items
Sale items will be refunded up to the value they were sold at

Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please contact us for further details.

Gifts 
Refunds will only be made to the original purchaser of the goods. If the refund is in the form of a discount voucher then that voucher is transferable.

 

 

 

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