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 customers, please visit us.yotoplay.com.

For Canadian customers, please visit ca.yotoplay.com.

For European customers (except UK but including Norway and Switzerland), please visit eu.yotoplay.com.

For all the other countries, please visit 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. 

EU Standard shipping time: 3-7 working days from dispatch from our warehouse in Germany. 

Cost of delivery

The shipping costs vary by country and will be indicated at Checkout. Note that shipping costs are calculated after discount code or tokens have been applied. 

Customs Duties

Items ordered from our EU webshop are shipped from within the EU. VAT is charged at the rate of the country of destination. There are no additional charges to those at checkout for delivery to countries within the EU. For customers requiring delivery outside of the EU who order from eu.yotoplay.com, we ship on INCOTERMS DAP which means that the customer will be liable for any import taxes and duty.

Please note that cross-border deliveries can be 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.  

EU Returns Process:

We are not yet able to offer free returns with pre-paid labels from the EU.

If you wish to return your order from the EU, please contact hello@yotoplay.com and we will try our best to make the necessary arrangements based on your location.

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.

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.