Delivery and returns

DELIVERY

Where we ship
We currently ship worldwide 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 and Canadian customers, please visit us.yotoplay.com.
For European customers (except UK), please visit eu.yotoplay.com.

For all the other countries, please visit yotoplay.com. 

*We currently don’t ship to: Åland Islands, Albania, Andorra, Armenia, Belarus, Bosnia & Herzegovina, Bouvet Island, Cyprus, China, Faroe Islands, Georgia, Greenland, Guadeloupe, Iceland, Kosovo, Liechtenstein, Malta, Mayotte, Moldova, Montenegro, North Macedonia, Norway, Réunion, San Marino, Serbia, Svalbard & Jan Mayen, Switzerland, Turkey, Ukraine, Vatican City, India, United Arab Emirates.

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 our provider for order under 20€. DPD will be used for all the other orders. 

EU Standard shipping time: 5-7 working days from dispatch*

*Due to new legislation between UK and the EU, order may takes slightly longer to be deliver. All orders are trackable at all time once they have been despatched. 

Cost of delivery

The shipping cost vary by country and will be indicated at Checkout. More details can be found here. 

Customs Duties

Items for delivery to the European Union are subject to applicable import duties, taxes and fees where Yoto ship from our UK warehouse. These are levied once the items reach the specified destination. Yoto, are shipping with INCOTERMS DDP meaning that we, Yoto, are responsible for any applicable import duties, taxes and fees incurred on your purchases. For orders placed on our website, you will only be charged the price you pay at checkout. Please note that for items you order, Yoto are considered the importer of record and we will 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.

 

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.

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.